LIFE SERVICES
a Vibrant Brands company
get a life.
FAIR GO POLICY
Terms & Conditions
Including Direct Debit Request & Authority
Version 1.1 | Effective 1 July 2025
These terms apply to all Life Services customers across all service types.
| Life Services | Details |
|---|---|
| Operated By | Trustee for the JJTD Watson Family Trust — a Vibrant Brands company |
| ABN | ABN 59 362 641 847 |
| Address | 20/1015 Nudgee Road, Banyo QLD 4014 |
| gday@lifeservicesaustralia.com | |
| Website | lifeservicesaustralia.com.au |
This document governs the supply of all services by Life Services to all customers.
PART A — TERMS & CONDITIONS
The Fair Go Policy governs the supply of all home and commercial services by Life Services across South East Queensland.
1. Definitions
In this Agreement, the following terms have the meanings given below:
2. The Fair Go Guarantee
Our Promise to Every Customer
- Qualified, vetted, uniformed staff on every visit.
- Clear pricing communicated in advance. All prices are exclusive of GST.
- If the work isn't done to standard, we come back and fix it — no charge.
- Cancel at any time — pay only for what you've used.
- Real-time updates so you always know where your crew is.
2.1 Rectification Process
Where a Customer believes a service has not been completed to a reasonable standard, the following process applies:
- The Customer must notify Life Services in writing within 48 hours of the relevant service visit, describing the specific issue.
- Life Services will assess the concern and, where valid, schedule a return visit at no charge to rectify the work.
- The Customer must allow Life Services access to the Property to carry out rectification. Refusing access to Life Services while simultaneously withholding payment or engaging a third party to perform the work is a breach of this Agreement.
- The Customer may not withhold payment of any services on the basis of a service quality dispute. Payment obligations continue regardless of any complaint or rectification request.
- The Customer may not engage another company or person to perform rectification work and then seek reimbursement, damages, or free services from Life Services. Life Services is not liable for work performed by third parties without its prior written agreement.
2.2 Independent Expert Assessment
Where the Customer and Life Services are unable to agree on whether the work was completed to a reasonable standard, and Life Services' assessment is that the work meets industry standards and the agreed job brief, an independent expert may be engaged to review the work. The following conditions apply:
- The independent expert will be a suitably qualified professional agreed upon by both parties in writing. Where the parties cannot agree on an expert within 7 days of the dispute being escalated to this process, either party may request appointment by the relevant Queensland industry association for the service type in question (for example, Lawn Solutions Australia for lawn and garden services, or the Master Plumbers Association for pool-related services). The cost of the appointment process is included in the expert's invoice, which is allocated in accordance with the findings below.
- The Customer acknowledges in advance that where the independent expert finds no fault attributable to Life Services, the Customer will be invoiced for the full cost of the independent expert assessment.
- Where the expert finds no fault, Life Services has no obligation to perform further rectification work on the disputed service. The Customer remains liable for all outstanding amounts.
- Where the expert finds fault attributable to Life Services, Life Services will perform the necessary rectification at no charge and bear the cost of the expert assessment.
3. Services
Life Services provides residential and commercial property services across South East Queensland, including Greater Brisbane, Gold Coast, and the Sunshine Coast. Our service categories include:
Services are available through subscription Plans (Essentials, Maintain, Protect, Ultimate), Annual Plans, Annual Non-Renewing Plans, Custom Plans, and Once-Off Services. The specific services for your engagement are confirmed in your Schedule of Services.
3.1 What Is Included
Each plan includes the services and scope defined in the Schedule of Services for the selected tier. Plan services are delivered at the agreed frequency. Once-Off Services are confirmed by separate written quote before commencement.
3.2 What Is Not Included
Unless specifically included in the Schedule of Services, services do not include:
- Structural, electrical, or plumbing work requiring a separately licensed trade
- Hazardous waste disposal, asbestos removal, or regulated substance handling
- Green or Neglected Pool recovery beyond standard scope (see clause 3.4)
- Damage arising from pre-existing conditions, hidden defects, or conditions not apparent to staff
- Tree lopping, stump removal, or work requiring a council permit
- Any item not specified in the confirmed Schedule of Services
Out-of-scope work is always quoted before commencement. We will not proceed with additional work without written Customer approval.
3.3 Rubbish Removal — Quote Required
Rubbish removal is a quoted service. Life Services will not commence rubbish removal without a written quote accepted by the Customer. Quotes are provided by on-site assessment or photo submission via email or the Life App (within 1 Business Day, subject to variation if actual volume differs materially from images). Acceptance of a quote is binding at the quoted price.
3.4 Pool Care — First Service, Chemicals, and Neglected Pools
First Service:
- Standard chemical adjustment is included at the first visit where the pool is in a reasonable maintained condition.
- Where the pool is a Neglected Pool at first service, additional chemical costs are quoted and must be accepted in writing before work commences.
Ongoing:
- Routine chemical costs are included in plan pricing. Additional chemicals required beyond normal parameters are quoted and approved separately.
Early Cancellation Recovery:
- If a pool care plan is cancelled within the first 12 months and first-service chemical costs exceeded $75.00 (excluding GST), Life Services may invoice the Customer for the actual chemical cost at first service.
- No recovery applies where first-service chemical costs were $75.00 (excluding GST) or less.
3.5 Overgrown, Neglected, and Non-Standard Conditions
Standard plan pricing is based on properties in a regularly maintained condition. Where a property is in an overgrown or neglected state, additional charges apply and must be quoted and approved before extra work is performed. Life Services will not waive additional charges on the basis that the Customer was unaware of the property's condition.
3.6 Property Misrepresentation
Plan pricing is based on accurate information provided by the Customer about their property and its requirements. This includes, but is not limited to: the number and type of animals at the property, the number of rooms, property size, the number of pets for pet waste removal services, pool type and condition, and any other factor that materially affects the scope or time required to deliver a service.
Where Life Services determines — on attendance at the property or at any time — that a Customer has misrepresented their property or its requirements in order to obtain a lower plan price or reduced service scope, Life Services reserves the right to:
- Amend the Customer's plan immediately to reflect the accurate scope and charge the correct price from the next billing period.
- Back-bill the Customer for the difference between the price paid and the correct price for services already delivered, up to a maximum of 3 months, where the misrepresentation was deliberate.
- Skip a scheduled service visit where Life Services attends the property, identifies the misrepresentation, and is unable to reach the Customer to obtain approval for the correct pricing before proceeding. A failed visit fee applies in this circumstance.
- Withdraw services from the Customer where misrepresentation is repeated, deliberate, or constitutes an attempt to defraud Life Services, in accordance with clause 14.
Life Services staff will document property conditions on arrival using photographs. Where a discrepancy between the stated and actual property conditions is identified, the Customer will be contacted and given the opportunity to accept the corrected pricing before services are suspended or amended.
4. Subscription Plans & Plan Types
Life Services offers rolling subscription Plans, Annual Plans, Annual Non-Renewing Plans, and Custom Plans. All plans are governed by this Agreement and the Schedule of Services.
4.1 Plan Tiers
Standard rolling subscriptions are available across four tiers: Essentials, Maintain, Protect, and Ultimate.
4.2 Annual Plans — Auto-Renewing
Annual Plans run for 12 months and automatically renew for a further 12-month period. Where a Customer does not wish to renew, written cancellation must be received before the renewal date. Life Services sends a renewal reminder 30 days before renewal. If no notice is received, the plan renews automatically.
4.3 Annual Non-Renewing Plans
Annual Non-Renewing Plans cover periodic services — such as pressure washing or one-off treatments — on a 12-month cycle without auto-renewal. At the end of the term, the plan expires and the Customer must rebook to continue.
4.4 Pricing
All plan prices are expressed as a weekly rate, exclusive of GST, and billed on the Customer's chosen frequency (weekly, fortnightly, or monthly). GST is added at the current statutory rate and shown separately on all tax invoices.
Life Services offers year-round services at consistent pricing. Prices may change at any time with a minimum of 30 days written notice to the Customer's billing email. Continued use of services after a notified price change constitutes acceptance.
4.5 GST Rate Changes
All pricing in this Agreement is expressed exclusive of GST. Where the rate of GST changes by direction of the Australian Taxation Office or by operation of law, the new GST rate will apply automatically to all invoices raised from the date the new rate takes legal effect. No further notice of a GST rate change is required and customers will not receive a separate notification. The change will be reflected on invoices from the effective date.
4.6 Custom Plans
Life Services may, at its sole discretion, offer a Custom Plan to an individual Customer. Custom Plans are not publicly advertised. The terms are set out exclusively in the Customer's Schedule of Services and are not available to other Customers by virtue of being offered to one.
4.7 Promotional Pricing
Where a Customer signs up under a promotional offer, cancellation within 6 months of the promotional start date requires the Customer to pay the difference between the promotional price and the standard plan price for all services received. The recovery amount is deducted from any refund or added to the final invoice.
4.8 Plan Changes
Upgrades take effect at the next scheduled service. Downgrades take effect at the next billing cycle after the downgrade request.
5. Billing & Payment
5.1 Payment Methods
Life Services accepts:
- BECS Direct Debit: Available for all subscription Plans; preferred method; no surcharge
- Credit or debit card: Plans and Once-Off Services; surcharge disclosed at checkout
- Afterpay: Once-Off Services only; subject to Afterpay's terms and eligibility
- Invoice: Commercial Customers by prior written arrangement
Afterpay is not available for recurring subscription billing.
5.2 Billing Cycles
Direct debit billing is processed in advance on the Customer's selected frequency. The first debit occurs on or after the plan start date. Subsequent debits occur on the same day each period, adjusted to the next Business Day where the scheduled date falls on a public holiday.
5.3 Urgent Service Fee
Where a Customer requests an out-of-schedule service visit required within 48 hours, an Urgent Service Fee of $45.00 (excluding GST) applies in addition to any service charge. The fee is non-refundable once the visit has been dispatched. Urgent visits are subject to availability.
5.4 Commercial Credit Terms & Billing Periods
Commercial Customers approved for invoiced accounts are subject to the following terms:
Billing Periods:
- Commercial accounts are billed on a selected billing period: weekly, fortnightly, or monthly. The billing period is agreed at the time of account setup and confirmed in the Schedule of Services.
- All services rendered within a billing period are batched and issued as a single tax invoice at the end of that period. For example: a weekly billing customer receives one invoice covering all services completed in that week, issued at the end of the week.
- The invoice due date is determined by the Customer's agreed payment terms (see below), calculated from the invoice date.
- Life Services may issue interim invoices within a billing period where a large or unusual service is completed and payment is required before the period closes, at Life Services' discretion.
Payment Terms:
- Credit terms of 7, 14, 21, or 30 days from invoice date are set at Life Services' discretion based on account history, credit assessment, and risk.
- Example: a customer on weekly billing with 14-day payment terms receives their invoice each Friday. That invoice is due 14 days later.
- Payment terms are stated on every invoice. Where payment is not received by the due date, the account is immediately overdue.
Overdue Accounts:
- Where a commercial account becomes overdue, Life Services will suspend all services — including regular scheduled services — until the outstanding balance is paid in full or an approved payment arrangement is in place. Life Services does not work for free.
- This suspension applies equally to real estate and property management accounts, regardless of property type or tenancy status.
- Interest accrues at 20% per annum (calculated daily) on all overdue invoiced amounts from the due date until paid in full.
Credit Management:
- Life Services reserves the right to withdraw credit terms, require prepayment, or reduce credit limits at any time where payment behaviour warrants.
- A director or authorised officer signing on behalf of a Commercial Customer personally guarantees all amounts owing up to 6 months of services.
- Life Services may require a credit application, director's guarantee, or other security before extending credit terms.
5.5 All Prices Exclusive of GST
All prices, fees, and charges stated in this Agreement, the Schedule of Services, quotes, and invoices are exclusive of GST unless expressly stated otherwise. GST at the current rate is added to all taxable supplies and shown separately on all tax invoices. Life Services is registered for GST. Where the GST rate changes, clause 4.5 applies.
5.6 Dishonoured Payments
If a payment is dishonoured, Life Services will notify the Customer within 1 Business Day, apply a $15.00 (excluding GST) dishonour fee per failed transaction, suspend the service schedule, and re-attempt within 3 Business Days. Repeated dishonours are treated as Financial Misconduct under clause 13.
5.7 Overdue Amounts and Interest
Amounts not paid by the due date accrue interest at 20% per annum, calculated daily on the outstanding balance, from the due date until paid in full.
5.8 Financial Hardship
Life Services recognises that genuine financial hardship can arise and is committed to working with Customers in difficult circumstances. Where a Customer is experiencing financial hardship, they should contact Life Services at the earliest opportunity to discuss options. The following applies:
- Life Services will consider payment arrangements on a case-by-case basis. A payment plan does not suspend the accrual of interest on the outstanding amount unless Life Services agrees otherwise in writing.
- The Customer must honour any agreed payment arrangement. Failure to make payments in accordance with an agreed plan will result in the arrangement being cancelled and all outstanding amounts becoming immediately due.
- Hardship arrangements are not available where the account is in dispute, where Financial Misconduct has occurred, or where the Customer has previously defaulted on a payment arrangement with Life Services.
- Life Services may require supporting documentation before agreeing to a hardship arrangement.
- Hardship arrangements do not constitute a waiver of any amounts owing or any rights Life Services holds under this Agreement.
5.9 Debt Recovery Costs
If Life Services engages a debt collection agency, solicitor, or other agent to recover amounts owed, the Customer unconditionally agrees to pay all reasonable recovery costs, including agency commissions, legal fees, court filing fees, and any other disbursements. This obligation survives termination.
5.10 Immediate Payment Demand
Right to Demand Immediate Payment
Life Services reserves the right to demand immediate payment of all amounts owed — regardless of outstanding balance or billing cycle — where:
- The Customer or any person at the Property is abusive, aggressive, threatening, or discriminatory toward Life Services staff.
- The Customer creates or allows an unsafe working environment.
- The Customer engages in Financial Misconduct (clause 13), including repeated dishonours, payment avoidance, chargebacks without grounds, or bribery or coercion of staff.
- The Customer makes threats against Life Services, its staff, or its reputation as a means of avoiding or reducing payment.
- The Customer is found to have made a fraudulent claim (clause 14).
Upon issuing an immediate payment demand, all services cease. The full outstanding balance is immediately due. Standard credit and billing cycle terms are suspended for that Customer.
6. Cancellation & Termination
6.1 How to Cancel
A Customer may cancel their subscription at any time by:
- Logging into the Customer Portal and initiating a cancellation request, or
- Notifying Life Services in writing at gday@lifeservicesaustralia.com.
Cancellation does not take effect immediately. Life Services is given up to 7 Business Days from receipt of a cancellation request to confirm the final payout amount for all services rendered and any outstanding fees. During this period:
- No additional payments will be collected.
- No additional services will be scheduled or delivered.
- The Customer remains responsible for all amounts accrued up to the cancellation date.
6.2 Same-Day and 48-Hour Service Exception
The 7-Business-Day confirmation period does not delay the delivery or billing of a service that is already booked on the same day as the cancellation request or within 48 hours of it:
- Where a service is scheduled on the same day as the cancellation request, that service will be rendered and the Customer is responsible for payment.
- Where a service is scheduled within 48 hours of the cancellation request, a cancellation fee of $55.00 (excluding GST) applies.
- Where the Customer turns staff away from the Property on the day of a booked service, the minimum call-out fee for that service category will be charged.
6.3 Surplus Funds on Cancellation
Where a Customer has paid in advance and funds remain after all services rendered, fees, and applicable cancellation charges have been applied, any surplus amount will be:
- Applied as a credit to the Customer's account (redeemable against future services), or
- Transferred to a Life Services Gift Card at the Customer's request.
Cash refunds are available at Life Services' discretion. Life Services will process the surplus within 10 Business Days of the final payout amount being confirmed.
6.4 Pay for What You Use
On cancellation, the Customer pays for all services delivered up to the cancellation effective date. Promotional pricing adjustments and pool chemical recovery charges (where applicable) are included in the final payout calculation.
6.5 Termination by Life Services
Life Services may terminate this Agreement immediately by written notice if:
- The Customer fails to pay any amount due for 14 days after written notice.
- The Customer breaches a material term and fails to remedy it within 7 days of written notice.
- The Customer or any person at the Property behaves abusively, aggressively, or discriminatorily toward Life Services staff.
- The Property is or becomes unsafe for Life Services staff.
- The Customer engages in Financial Misconduct (clause 13) or fraud (clause 14).
- The Customer creates a new account to circumvent cancellation, termination, or payment obligations (clause 15).
On termination by Life Services, all amounts rendered remain payable, promotional credits are forfeited, and an immediate payment demand may be issued under clause 5.10.
6.6 No Service During Cooling-Off Period
Where this Agreement is entered at a distance and the Customer is a consumer under the Australian Consumer Law, the Customer has a 5 Business Day cooling-off period. No services will be delivered during the cooling-off period. If the Customer requests and receives services during this period, they remain liable for the cost of those services. To exercise the right, written notice must be given within 5 Business Days of acceptance.
6.7 Annual Plan Non-Renewal
For Annual Plans, written non-renewal notice must be given before the renewal date. If no notice is received, the plan renews automatically at the then-current pricing.
6.8 Death of a Customer
On the death of a Customer, all outstanding amounts owed to Life Services become a debt of the Customer's estate, payable in full. Life Services acknowledges the sensitivity of these circumstances and will make every reasonable effort to support the Customer's family and executor, including:
- Discussing and agreeing a payment plan with the estate or executor for outstanding amounts.
- Offering to establish a new service plan with a living Customer who wishes to continue services at the Property.
- Treating all correspondence with the estate with appropriate sensitivity and discretion.
The plan terminates automatically on the death of the Customer. No further services will be delivered unless a new agreement is entered into with a living Customer. Life Services will not pursue legal action against the estate without first making reasonable efforts to reach a mutually acceptable arrangement.
7. Service Delivery
7.1 Access
The Customer must provide safe, unobstructed access to the Property at the agreed service time. This includes unlocked gates, secured animals, and clear pathways. Where staff cannot access the Property at the scheduled time, a failed visit fee of $85.00 (excluding GST) applies.
7.2 Service Windows and Scheduling
Life Services schedules services to maximise operational efficiency across service territories. This includes grouping customers in the same geographic area on the same service day — for example, all lawn mowing customers in one suburb will typically be scheduled on the same day.
Service windows are provided as follows:
- For most services: a half-day window (morning or afternoon) is provided.
- For some services: a full-day window may apply, particularly for first visits or in areas with lower customer density.
- Life Services sends an SMS notification when staff are leaving the previous job, so Customers are kept informed of their crew's estimated arrival time.
Life Services will endeavour to honour scheduled windows. Delays caused by weather, traffic, or extended previous jobs will be communicated by SMS as soon as practicable.
7.3 Rescheduling
A visit may be rescheduled at no charge with at least 24 hours notice. Rescheduling with less than 24 hours notice may incur a $35.00 late rescheduling fee (excluding GST). Life Services will endeavour to reschedule within the same billing cycle where reasonably possible.
7.4 Customer Not Present — Implied Acceptance
Where a Customer is not present at the Property during a service visit, it is implied that the completed work has been done to a satisfactory standard, consistent with the service scope agreed. The following conditions apply:
- The Customer may inspect the work following completion and submit any concerns in writing within 48 hours.
- Where the Customer did not communicate a specific requirement before the service was completed, any omission attributable to that failure of communication is not covered under the rectification provisions of clause 2.1.
- Where the Customer is not present and the work cannot be completed due to access issues, a failed visit fee applies under clause 7.1.
7.5 Service Standards
Life Services delivers services in accordance with its quality standards and, where applicable, relevant Australian standards for the service type. All staff are insured. Pest control services are performed by Queensland-licensed operators.
7.6 Safe Work
Life Services complies with the Work Health and Safety Act 2011 (Qld). Staff may refuse or stop work where they reasonably assess the environment as unsafe, including: unstable structures; aggressive animals; electrical hazards; hazardous chemicals or suspected asbestos; or extreme weather. Work stopped on safety grounds is not charged for that visit.
8. Refunds, Disputes & Service Quality
8.1 Rectification Before Refund
Life Services' first obligation is to rectify work that does not meet a reasonable standard. A Customer must allow Life Services a reasonable opportunity to rectify before any refund claim is considered. Life Services is not obligated to refund where rectification has been offered and declined without reasonable grounds.
8.2 What Constitutes a Valid Complaint
A valid service complaint must be submitted in writing within 48 hours of the relevant visit, identifying the specific service, date, and deficiency, and allowing Life Services to inspect the work before remediation is demanded. Complaints submitted after 48 hours, that are vague, or that are inconsistent with photographic records or site conditions may not be upheld.
8.3 What Is Not Refundable
Refunds are not available for:
- Services delivered in accordance with the agreed scope that did not meet the Customer's subjective preference.
- Overgrown or neglected conditions where additional charges were declined and work was therefore not fully completed.
- Visits where access was not provided.
- Weather-affected visits rescheduled under clause 9.
- Services delivered during a cooling-off period that the Customer subsequently exercises.
- Promotional or discounted services where the promotional period has passed.
- Work performed in accordance with a job brief that was not communicated before the visit.
Approved refunds are processed to the original payment method within 10 Business Days.
8.4 Photographic Documentation
Life Services may photograph or film property conditions before and after service visits for quality assurance, marketing, dispute resolution, and training purposes. By engaging Life Services, the Customer consents to this practice. Identifiable personal information will not be published in marketing without separate consent. Records are retained for a minimum of 12 months.
8.5 Chargeback and Payment Dispute Policy
Where a Customer initiates a chargeback or payment dispute for a service delivered in accordance with this Agreement, Life Services reserves the right to:
- Contest the chargeback with full documentary and photographic evidence.
- Immediately suspend all services pending resolution.
- Apply a $55.00 (excluding GST) dispute administration fee per chargeback initiated without reasonable grounds.
- Treat the dispute as Financial Misconduct under clause 13 and issue an immediate payment demand.
Initiating a chargeback does not extinguish the obligation to pay for services validly delivered. Where a chargeback is found to be without grounds, the full amount plus the dispute administration fee and recovery costs remain payable.
9. Weather & Force Majeure
Where outdoor services cannot be safely performed due to severe weather, the affected visit is rescheduled at no additional charge. Life Services is not liable for delays or failures caused by events beyond its reasonable control, including acts of God, natural disasters, pandemic, government-imposed restrictions, war, civil unrest, terrorism, or supply chain disruption. Life Services will notify the Customer as soon as practicable and resume services when conditions allow.
10. Property Damage & Liability
10.1 Liability for Direct Damage
Where Life Services staff directly cause damage during a service, Life Services will assess and rectify at its cost, provided the Customer notifies Life Services within 48 hours. Life Services carries public liability insurance for this purpose.
10.2 Pre-Existing Conditions
Life Services is not liable for damage arising from pre-existing conditions, hidden defects, deteriorated surfaces, fragile fixtures, or conditions not apparent to staff at the time of service.
10.3 Customer Property in Work Areas
The Customer is responsible for securing or removing personal property, vehicles, and equipment from work areas before each visit. Life Services accepts no liability for incidental damage to items left in work areas where they could not reasonably have been avoided during the course of service.
10.4 Limitation of Liability
To the maximum extent permitted by law, Life Services' aggregate liability for any single claim is limited to the total value of services delivered to the Customer in the 3 months preceding the event. Nothing in this Agreement limits rights that cannot lawfully be excluded under the Australian Consumer Law.
11. Real Estate Agents & Property Managers
Where a real estate agent or property manager engages Life Services on behalf of a property owner:
- The agent or manager is deemed to have full authority from the owner to bind the owner to this Agreement.
- The property owner is the primary party liable for all amounts payable.
- Where the owner fails to pay, the real estate agency or property management company acknowledges joint and several liability for all outstanding debts, including fees, interest, and recovery costs.
- Where any account — owner or agency — becomes overdue, Life Services will suspend all services at all properties managed by that agency until the overdue balance is resolved or a payment arrangement is in place.
- The property manager or agency must notify Life Services immediately upon ceasing to manage a property. Debt accrued prior to notification remains the joint liability of the agency.
- Life Services may pursue recovery action against the owner, the property manager, the agency, or any combination, at its sole election.
11.1 Insurance Jobs — Payment Terms
Where services are performed in connection with an insurance claim:
- The Customer is liable to Life Services for payment as if the job were a standard engagement. The existence of an insurance claim does not defer or reduce payment obligations.
- Life Services invoices the Customer directly. Any reimbursement from the insurer is a matter between the Customer and their insurer.
- Extension of payment terms beyond the standard due date may be negotiated at an additional cost of $25.00 per week (excluding GST) per extended week, agreed in writing before the original due date.
- Life Services does not accept instruction from insurers directly unless a separate written agreement is in place.
12. Conduct — Zero Tolerance
Zero Tolerance — Staff Respect & Safe Work
Life Services does not tolerate abuse, aggression, threats, or disrespect toward staff — verbal, physical, passive-aggressive, or online. This includes conduct by the Customer, occupants, or third parties present at the time of service.
Where this standard is breached, Life Services may:
- Cease work immediately with no charge for the interrupted visit.
- Issue an immediate payment demand for all amounts owing (clause 5.10).
- Terminate this Agreement with 7 days written notice, or immediately where safety is at risk.
- Report conduct to Queensland Police where threats or physical conduct occur.
All amounts for services rendered remain payable regardless of termination.
13. Financial Misconduct
Financial Misconduct — Zero Tolerance
The following behaviours constitute Financial Misconduct and will result in immediate suspension of services, an immediate payment demand for all outstanding amounts, and may result in termination:
- Repeated dishonoured payments or payment declines without resolution.
- Deliberate avoidance of payment obligations, including unresponsiveness following overdue notices.
- Initiating chargebacks or payment disputes for services validly delivered.
- Cancelling an account and creating a new account to avoid payment obligations (see also clause 15).
- Any attempt to bribe, incentivise, coerce, or improperly influence Life Services staff — including offering cash, discounts, or other incentives to avoid charges.
- Making threats against Life Services, its staff, or its reputation as leverage to avoid payment.
All amounts owed become immediately due. Recovery costs under clause 5.9 apply in full. Life Services reserves the right to report financial misconduct, theft of services, or fraud to Queensland Police.
14. Fraud and False Claims
Life Services takes fraud and false claims seriously and will respond to them accordingly.
14.1 False Damage Claims
Where a Customer makes a claim that damage was caused by Life Services in circumstances where Life Services did not cause that damage — including as an attempt to obtain free services, avoid payment, or reduce an outstanding amount — this constitutes fraud. The consequences are:
- Immediate termination of the Customer's agreement.
- An immediate payment demand for the full amount of all services rendered, any outstanding fees, and all costs associated with investigating the false claim.
- Reporting of the matter to Queensland Police for investigation under applicable fraud, theft of services, or related legislation.
- Recovery of all costs associated with any investigation, expert engagement, or legal response prompted by the false claim.
14.2 Theft of Services
Where a Customer receives services and makes any deliberate attempt to avoid paying for those services — including through false disputes, fraudulent chargebacks, account manipulation, or other deceptive conduct — Life Services will:
- Issue an immediate payment demand for all amounts owing.
- Report the matter to Queensland Police.
- Pursue all available civil recovery options including debt collection and court proceedings.
- Add all recovery costs to the amount owed by the Customer.
14.3 False Reviews
Where a Customer publishes false, misleading, or defamatory reviews about Life Services on any public platform, Life Services reserves the right to:
- Request the Customer remove the review and provide a reasonable timeframe for compliance.
- Seek compensation for demonstrable reputational or financial damage caused by the false review.
- Terminate this Agreement where the Customer refuses to remove a materially false review within a reasonable timeframe.
- Pursue legal remedies including defamation proceedings where the review contains false statements of fact.
15. Account Manipulation — Cancellation and Re-Registration
Where a Customer cancels an account and creates a new account — whether under their own name, another name, a related entity, or another person at the same address — in order to avoid payment obligations, outstanding amounts, termination consequences, or Financial Misconduct consequences, the following applies:
- Life Services tracks accounts by address, phone number, name, and payment details.
- Where Life Services identifies that a new account has been created to circumvent obligations on a prior account, Life Services will refuse service on the new account.
- Any funds deposited on the new account will be retained and applied to the outstanding balance on the prior account.
- The prior account's outstanding amounts, including fees, interest, and recovery costs, remain fully owing and recoverable.
- Life Services reserves the right to report account manipulation to Queensland Police as a form of fraud or theft of services.
16. Customer Obligations
In addition to payment obligations, the Customer agrees to:
- Provide accurate property information and notify Life Services of hazards, special conditions, or access requirements.
- Ensure safe access at every scheduled service time.
- Treat all Life Services staff with dignity and respect.
- Secure all animals, children, and other occupants from work areas during service visits.
- Remove personal property, vehicles, and equipment from work areas before each scheduled visit.
- Report any damage, issues, or concerns in writing within 48 hours of the relevant visit.
- Not engage any Life Services staff member directly for private services while employed or contracted by Life Services, or within 12 months of their last engagement.
- Not attempt to solicit services from staff by bypassing Life Services' booking or payment systems.
17. Media, Photography, Filming & Social Media
17.1 Life Services' Right to Create Content
Life Services may photograph, film, or record property exteriors, completed work, before-and-after comparisons, and general work activities for marketing, training, quality assurance, and dispute resolution purposes. This content may be published on Life Services' and Vibrant Brands' websites, social media channels, advertising platforms, and promotional materials. Where a Customer does not wish their property to be used in marketing content, they must notify Life Services in writing.
17.2 Customer Testimonials
Where a Customer provides a positive review or testimonial, the Customer consents to Life Services reproducing that review in marketing materials, with or without attribution. This consent may be withdrawn in writing at any time.
17.3 Restrictions on Recording of Staff
A Customer or property occupant must not record, photograph, or film Life Services staff without the staff member's prior consent. Publication of such recordings — including on social media or review platforms — without consent is a breach of this Agreement and may constitute a breach of privacy law.
17.4 Social Media and Online Reviews
The Customer is free to post honest and factual reviews. The Customer must not:
- Post reviews that are false, misleading, or defamatory (see clause 14.3).
- Post content that includes images or recordings of Life Services staff without consent.
- Use online platforms or social media to threaten, coerce, or pressure Life Services into refunds, discounts, or concessions (treated as Financial Misconduct under clause 13).
- Coordinate or incite others to post false or misleading reviews.
18. Vibrant Brands & Cross-Promotional Communications
Life Services is part of the Vibrant Brands group of businesses. By entering into this Agreement, the Customer agrees to:
- Receive marketing communications from Life Services and from other businesses within the Vibrant Brands group, including digital communications, promotional offers, and partner offers.
- Marketing communications may be sent via email, SMS, the Life App, or other channels.
- Partner communications may be from Vibrant Brands businesses or third-party partners with a promotional relationship with Vibrant Brands.
- The Customer may opt out of marketing communications at any time by notifying Life Services in writing or using the unsubscribe mechanism in any marketing email. Opting out does not affect billing communications or the service agreement.
- Opting out of Vibrant Brands marketing does not constitute cancellation of the Life Services subscription.
19. Local Legends Program
Life Services' Local Legends program is a community give-back initiative under which members of the public may nominate a person in need to receive a once-off complimentary service. The program is managed at Life Services' sole discretion.
19.1 Nomination and Eligibility
- Any member of the public may submit a nomination via the form on the Life Services website.
- Recipients are selected by Life Services at its sole discretion. Not all nominations will result in a service.
- Life Services may contact the nominated person before delivery of the service. The nominated person does not need to be present for the service.
19.2 No Warranty on Local Legends Services
Services delivered under the Local Legends program are provided free of charge as a community gesture. No warranty, rectification obligation, or service guarantee applies to Local Legends services. These services are delivered on a best-efforts basis and may not meet the full scope or standard of a paid service engagement.
19.3 Media Consent
In exchange for the complimentary service, the recipient provides full and unrestricted consent for Life Services and the Vibrant Brands group to:
- Photograph, film, and record the Property and the service being delivered, before, during, and after.
- Publish, broadcast, distribute, and otherwise use that content across all media channels — including social media, print, press, advertising, and digital marketing — without restriction and without compensation to the recipient.
- No identifiable personal information (such as full name, street number, or phone number) will be included in published media without the recipient's specific consent.
- The recipient does not need to appear in any media and may decline to be filmed personally. Declining personal filming does not affect consent for property and service filming.
- The recipient has no editorial rights or control over how media is used, edited, or published. Life Services has sole and exclusive editorial discretion over all content created under the Local Legends program.
19.4 Uncovered Items
The complimentary service covers a defined scope as determined by Life Services. Where the service reveals additional items or conditions that fall outside that scope and that Life Services considers appropriate to address, Life Services may, in its discretion, discuss a contribution from the recipient toward the cost of those additional items. No such contribution is mandatory, and the recipient is under no obligation to agree.
19.5 Donations
Life Services may seek donations from the public, businesses, and community partners to assist in funding the Local Legends program. Donations are voluntary and no goods or services are provided in exchange for donations unless otherwise stated at the time of the donation. Life Services will use donations to support the delivery of complimentary services to nominated recipients. Donation terms are governed by Life Services' donation policy available on its website.
20. Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. The Customer is entitled to a replacement service or refund for a major failure, and compensation for any other reasonably foreseeable loss. Where a failure is not a major failure, the Customer is entitled to have the service rectified within a reasonable time. Nothing in this Agreement limits rights that cannot lawfully be excluded.
21. Privacy
Life Services collects personal information to deliver services, process payments, schedule visits, and communicate with Customers. Personal information may be shared with Vibrant Brands group businesses and third-party service providers (including scheduling platforms, payment processors, and marketing platforms) only to the extent necessary for those purposes.
Customers have the right to access, correct, or request deletion of their personal information by contacting Life Services at the email address on the cover of this document. Life Services complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
A full Privacy Policy covering the collection, use, storage, and disclosure of personal information across all Life Services and Vibrant Brands platforms is currently being prepared and will be published at lifeservicesaustralia.com.au/privacy. Until published, this clause governs Life Services' privacy obligations. Customers will be notified when the Privacy Policy is published.
22. Complaints & Dispute Resolution
Complaints must be submitted in writing to gday@lifeservicesaustralia.com within 48 hours of the relevant service. Life Services will acknowledge within 1 Business Day and respond within 5 Business Days. If a complaint cannot be resolved informally, either party may refer the matter to mediation before commencing legal proceedings. This Agreement is governed by the laws of Queensland and any proceedings are to be brought in the courts of Queensland.
23. General Terms
23.1 Amendments
Life Services may amend this Agreement at any time. Material amendments will be notified by email at least 14 days before the change takes effect. The current version is published at lifeservicesaustralia.com.au/terms. Continued use of services after the effective date constitutes acceptance. Where a Customer does not accept amended terms, they may cancel in accordance with clause 6.1 with 7 days written notice before the amendment effective date. Cancellation under this clause does not extinguish liability for services already rendered, fees incurred, or promotional recovery obligations.
23.2 Version Control
This Agreement is version-controlled. Version number and effective date appear in the footer of page and on the cover. Existing Customers are notified of material changes by email.
23.3 Assignment
Life Services may assign its rights and obligations in connection with a sale, merger, or restructure. Customer service entitlements are preserved. The Customer may not assign this Agreement without Life Services' prior written consent.
23.4 Entire Agreement
This Agreement and any Schedule of Services constitute the entire agreement between the parties and supersede all prior representations, discussions, or agreements.
23.5 Severability
If any provision is found invalid or unenforceable, it will be severed and the remaining provisions continue in full force.
23.6 Waiver
A failure to enforce any provision at any time does not constitute a waiver of that provision or of Life Services' right to enforce it in the future.
23.7 Survival
The following survive termination regardless of reason: payment obligations (clause 5), debt recovery costs (clause 5.9), immediate payment demand rights (clause 5.10), financial misconduct provisions (clause 13), fraud provisions (clause 14), account manipulation provisions (clause 15), and the prohibition on engaging staff directly (clause 16).
23.8 Contact
Life Services — a Vibrant Brands company
gday@lifeservicesaustralia.com
lifeservicesaustralia.com.au
20/1015 Nudgee Road, Banyo QLD 4014
PART B — DIRECT DEBIT REQUEST & AUTHORITY
Standard terms governing the BECS Direct Debit Request Authority for Customers paying by direct debit. Part B forms part of the Fair Go Policy.
BECS Direct Debit — Important Notice
This Direct Debit Request Authority is governed by the Bulk Electronic Clearing System (BECS) rules administered by Australian Payments Network (AusPayNet).
Customers paying by direct debit should read this Part carefully.
All debit amounts are in Australian dollars. All prices are exclusive of GST. GST is included in the total debited amount shown on tax invoices.
24. Debit User Details
Life Services is the Debit User for all BECS direct debit arrangements. Debit processing is administered through Stripe.
| Field | Details |
|---|---|
| Debit User Name | Trustee for the JJTD Watson Family Trust trading as Life Services |
| ABN | ABN 59 362 641 847 |
| Payment Processor | Stripe |
| Debit User ID | Issued by Stripe upon BECS registration — available on request |
| gday@lifeservicesaustralia.com |
25. Direct Debit Request Authority
Where a Customer elects to pay by BECS direct debit, the Customer authorises Life Services to arrange, through Stripe and its financial institution, debits to the Customer's nominated Australian bank account for all amounts payable under this Agreement. The Direct Debit Request form completed at account setup, together with this Part B, forms the Direct Debit Request Service Agreement in accordance with BECS rules.
25.1 Debit Schedule
Debits are processed in advance on the Customer's selected frequency (weekly, fortnightly, or monthly).
The first debit occurs on or after the plan start date.
Subsequent debits occur on the same day each period, adjusted to the next Business Day where the date falls on a public holiday.
25.2 Variable Amounts
The debit amount may vary where services change, a promotional period ends, or pricing is adjusted with notice. Life Services will provide at least 3 Business Days written notice of any change to the debit amount.
25.3 Customer Rights — Deferral, Alteration, Cancellation
A Customer may defer, alter, or cancel their direct debit authority by contacting Life Services at gday@lifeservicesaustralia.com at least 3 Business Days before the next scheduled debit, or by contacting their financial institution directly. Cancellation of the direct debit authority does not cancel the Service Agreement. Outstanding amounts remain payable.
25.4 Disputing a Debit
Contact Life Services first at gday@lifeservicesaustralia.com. Most errors are resolved within 1 Business Day.
If unresolved, the Customer may contact their financial institution to initiate an investigation under BECS rules.
25.5 Account Changes
If bank account details change, notify Life Services at least 5 Business Days before the next scheduled debit. Failure to notify resulting in a failed debit attracts the dishonour fee under clause 5.6.
25.6 Confidentiality of Banking Details
Banking details are kept strictly confidential and used only to process authorised debits via Stripe. Life Services does not sell or disclose banking details to any third party.
26. Life Services Obligations as Debit User
Life Services will: only initiate debits in accordance with Customer authorisation and BECS rules; provide at least 3 Business Days written notice of any change to debit amounts; keep banking information strictly confidential; not debit any account after the Agreement has been terminated; and provide a written record of every debit within 3 Business Days of processing.
27. Failed Debits & Dishonour
Failed debits are governed by clause 5.6. Life Services will notify the Customer within 1 Business Day, charge a $15.00 (excluding GST) dishonour fee per failed transaction, re-attempt within 3 Business Days, and suspend services until resolved. Two consecutive dishonours may result in a requirement to pay by alternative method. Repeated dishonours constitute Financial Misconduct.
This is separate from the Life Services dishonour fee.
DIRECT DEBIT REQUEST SERVICE AGREEMENT
Debit User: Trustee for the JJTD Watson Family Trust trading as Life Services (ABN 59 362 641 847)
Payment Processor: Stripe | Debit User ID: Available on request
This Direct Debit Request Service Agreement sets out the rights and obligations of the Customer and Life Services in relation to BECS direct debit. It is provided to all Customers authorising direct debit payments at account setup.
By authorising a direct debit, the Customer acknowledges having read and agreed to the Life Services Fair Go Policy — Part A (Terms & Conditions) and Part B (Direct Debit Request & Authority) of this document.
AMENDMENT LOG
A record of all material changes to this Agreement. Maintained by Life Services and notified to Customers in accordance with clause 23.1.
| Version | Effective Date | Sections | Summary of Change |
|---|---|---|---|
| 1.0 | 1 July 2025 | All | Initial publication. |
| 1.1 | 1 July 2025 | Cl. 3, 5.4 | Added Housekeeping and Cleaning to services list; renamed Dog Waste Removal to Pet Waste Removal; added property misrepresentation clause (cl. 3.6) covering animals, rooms, size, and right to amend plan, skip service, or withdraw; expanded commercial credit terms (cl. 5.4) with formal billing period structure (weekly, fortnightly, monthly) and batched invoicing model. |
Life Services — Fair Go Policy (Terms & Conditions) | Version 1.1 | Effective 1 July 2025
Trustee for the JJTD Watson Family Trust (ABN 59 362 641 847) | 20/1015 Nudgee Road, Banyo QLD 4014 | gday@lifeservicesaustralia.com | lifeservicesaustralia.com.au