Guarantee & Terms of Trade

 We have set the highest possible standards according to the services and

 possibilities of the service We will tell you

 Availability of the service

We will let you know if it’s not possible and where it is possible

 In the available time, and to provide that service.

 Each Super Clean technician or

 the cleaner has undergone an intense

 training course and is a specialist in their particular field.

 Super Clean measures its workmanship with a time and room-by-room checklist

We are here to make life a bit easier, to give you back your bond, and to provide a clean you can see and feel. In order to ensure we are thorough and don’t miss anything while cleaning, we follow a cleaning process that involves an end of tenancy clean checklist, as well as a cleaning supplies checklist. With our team, you can be confident your business is in good hands.  

Terms of Trade

1. This quote will be accepted once you give written approval.
2. On acceptance of this quote the following terms and conditions will
   apply:
   stated.
   (a) Unless otherwise agreed all prices are subject to alteration
   without notice, at any time prior to the quote being accepted
   by you.
   (b) Payment in full is required upon receipt of invoice unless we
   have agreed to alternative terms of payment with you.
   (c)Pricing will only apply to promotions on this site
   although there are other coupon sites that
   different pricing may apply an extra charge to those sites may apply
   (d) We prefer payment to be made by cash or Eftpos payable
   UpFront, to avoid delays in service “Super Clean”.
   (e) Interest on unpaid monies may be charged at the then current
   rate prescribed in the Judicature Act 1908 from the 20th
   day
   of the month following the date of the relevant invoice.
   (f) We reserve the right to cease services if payment falls into
   arrears.
   (g) Any cost which may be incurred in the recovery of any late
   payment will be payable by you.
   (h) Any unforeseen work or materials required to complete the
   quote may be charged for, following consultation with you.
   (i) Any quote will be valid for [14] days from the date of issue.
   (j) Super Clean & Super Green will procure that its sub will take all
   reasonable care when providing services to you. Except to
   the extent required by law, Super Clean & SUPER GROUPS LIMITED

will not be liable to you (and nor will any of its sub
) for any loss, damage or expense you may suffer
or incur in connection with the provision of services to you
and in any case, the liability of Super Clean & SUPER GROUPS LIMITED
direct damages suffered by you and will under no
circumstances exceed the price of the services actually paid
by you to Super Clean it’s sub.
(k) Neither Super Clean SUPER GROUPS LIMITED (nor its sub
) shall be liable in any way to you or be deemed
to be in breach of these Terms and Conditions
Either party may terminate this contract at any time
by supplying a written notice of termination with at least 14 days prior to the stated date of termination.
Should client terminate prior minimum notice term date given, Client will forfeit any discount received.
Governing Law:
The terms of this agreement will be governed by New Zealand Legislation. For details visit http://www.legislation.govt.nz
Assignment:

The rights and obligations created for
Client in this agreement may not be assigned to any other party.

Indemnification:

Each party agrees to indemnify and hold harmless the other party and it’s employees,
members, land-lord, successors, and assigns, from any claims, liabilities, losses, damages, and expenses asserted against the
other party and arising out of the indemnifying party’s negligence, willful misconduct,
and negligent performance of, or failure to perform, No refunds unless required by law. No cash back. any of it;’s duties or obligations under this agreement.

Exclusions:

We will not accept liability for circumstances beyond our immediate control;

Examples hereto are; Incidents where assumed damage or theft to your property;
when there is another individual, be it a contractor, relation or friend of the properties owner etc.. there at the time of service that we are.

Claimed damaged or theft occurring after the time of our departure.
Services provided on a Public Holiday will be charged with a 25% surplus added.

Once a quote has been accepted verbally or in writing, it is with
our understanding that you have accepted our terms and conditions and they automatically applied upon job commencement/quote acceptance.

Payment Terms:

Payment is to be made in full prior to, or at the time of service.

Failure to do so will incur an additional 12.5% and your details will ‘default’ into an account.

If payment is still not received within 1 calendar month then an additional 12.5% will be added and so on.

If payment has not been received within 2 calendar months then your outstanding bill will be sent through to our debt collectors and your credit may be adversely affected.

The exception to the above is all on-going jobs, which will be billed weekly and we allow for up to a week for payment to be made.

The goods or services act gives us the right to charge a late fee on your account as well. Is the policy of the company not to finance other people’s businesses add a monthly fee

Products:

Super Clean will use its own product and supplies. Should the client require the use of special or hypoallergenic products,
A client must notify us before cleaning begins, or be able to provide the product instead. An additional fee may apply in extreme cases.

Access Requirement:

The client will provide us with access to all the areas of the property for the agreed and scheduled times. Failure to do so allows us to treat the failure as a material breach and a fee (% of the job value) may apply.

Cancellation:

In the event client needs to cancel a scheduled cleaning appointment, 24 hours notice is
required. Notice may be given via phone or email.
Should a client fail to give the required notice on more than
1 occasion a fee may be given at the business Directors’ discretion

Service Scope, Completion, Access and Right to Remedy

1. Service Levels

Super Clean Services provides different levels of cleaning service, including general cleaning, tidy-up cleaning, maintenance cleaning, deep cleaning, end-of-tenancy cleaning, move-out cleaning, carpet cleaning, oven cleaning, window cleaning, and other specialist cleaning services.

Each service level has a different scope, price, timeframe, staffing requirement, equipment requirement, and expected result.

A general clean, tidy-up clean, or maintenance clean is not the same as a deep clean, end-of-tenancy clean, or move-out clean.

Unless expressly agreed in writing, a booking for “cleaning around the place,” “housework,” “a tidy-up,” “a general clean,” “bathroom and toilet clean,” “vacuuming,” or similar wording will be treated as a general cleaning service only.

---

2. Deep Clean and Move-Out Tasks Not Included Unless Agreed

Unless expressly included in the quote, a general clean does not include:

• moving heavy furniture;
• moving couches, beds, cabinets, fridges, washing machines, dryers, ovens, or other large items;
• disconnecting or moving appliances;
• cleaning behind or underneath heavy furniture or appliances;
• cleaning inside fridges, freezers, ovens, cupboards, drawers, wardrobes, or storage spaces;
• removing rubbish, clothing, personal items, boxes, dishes, or belongings;
• detailed wall washing;
• ceiling cleaning;
• high dusting;
• detailed skirting, tracks, vents, filters, grout, mould, rust, calcium, hard-water, or stain removal;
• exterior windows;
• carpet cleaning, upholstery cleaning, or specialist stain treatment;
• biohazard, pest, hoarding, or contamination cleaning;
• full end-of-tenancy or bond-standard cleaning.

These tasks may require a separate quote, extra time, extra staff, specialist equipment, or an additional charge.

---

3. Occupied, Furnished, Cluttered, or Not Fully Vacated Properties

Where a property is occupied, partly occupied, furnished, cluttered, not fully moved out, or contains furniture, appliances, personal items, rubbish, clothing, boxes, dishes, or belongings, Super Clean Services may be limited in what it can reasonably clean.

The client is responsible for ensuring the property is ready for the service booked.

Unless expressly agreed in writing, Super Clean Services is not required to move heavy furniture, disconnect or move appliances, handle personal belongings, or clear clutter in order to access areas for cleaning.

Super Clean Services is not responsible for areas that could not reasonably be accessed because the property was occupied, cluttered, blocked, unsafe, furnished, or not ready.

Where the property is not ready or materially different from what was described, Super Clean Services may:

• continue with the work that can reasonably be completed;
• prioritise accessible areas;
• recommend a revised scope;
• charge for additional time or return visits;
• decline unsafe or unreasonable tasks;
• provide a further quote for deep cleaning or specialist work.

---

4. Timeframes and Same-Day Completion

Unless Super Clean Services has expressly agreed to a fixed completion date or time in writing, the service will be completed within a reasonable timeframe.

Some jobs may require more than one visit or more than one day, particularly where the property is large, heavily soiled, cluttered, still occupied, partly vacated, unsafe, or where the requested scope is greater than originally described.

Super Clean Services is not required to work unreasonable hours, late into the evening, or beyond safe and practical working limits in order to complete a job in one day.

Where work cannot reasonably be completed in one day, Super Clean Services may return on the next reasonable available day to continue or complete the work.

A client must not treat a job as defective, incomplete, or refundable merely because it was not completed on the same day, unless Super Clean Services expressly agreed in writing that same-day completion was required.

---

5. Extra Work and Scope Creep

If the client requests additional tasks during or after the job, or expects a higher level of service than was booked, Super Clean Services may treat those tasks as a variation to the agreed scope.

Super Clean Services is not required to carry out extra work unless it agrees to do so and the client agrees to any additional price, time, access, staffing, or safety requirements.

The client must not withhold payment, reject the service, or demand a refund because Super Clean Services did not perform tasks that were not included in the agreed quote or booking.

For example, a request for a bathroom clean and vacuuming does not include moving large couches, disconnecting or moving washing machines, cleaning behind heavy appliances, cleaning inside appliances, or carrying out a full deep clean unless those tasks were expressly agreed.

---

6. Localised Issues Do Not Amount to Rejection of the Whole Job

Cleaning is a labour-based service. Once work has been performed, it cannot be returned or taken back.

If the client is unhappy with a specific area, item, room, or task, that does not automatically entitle the client to reject the whole service, refuse payment for the whole job, or demand a full refund.

Where a concern relates to a specific area, Super Clean Services must be given a reasonable opportunity to inspect that area and, if appropriate, remedy the issue.

A minor, localised, or remediable issue does not invalidate the work completed in other areas of the property.

Payment remains due for work already completed and for reasonable costs already incurred, subject to any rights the client may have under New Zealand consumer law.

---

7. Right to Inspect, Explain and Remedy

If the client raises a complaint, concern, alleged defect, incomplete item, or refund request, the client must give Super Clean Services a reasonable opportunity to inspect the property and assess the issue.

After inspection, Super Clean Services may:

• remedy any genuine issue within the agreed scope;
• complete any unfinished work that was part of the agreed scope;
• explain why the issue falls outside the agreed scope;
• provide a quote for additional deep-cleaning or specialist work;
• offer a fair adjustment where legally or commercially appropriate.

The client must not engage another cleaner, alter the area, re-clean the area, occupy or use the area in a way that affects the issue, or demand a refund without first giving Super Clean Services a reasonable opportunity to inspect and remedy.

If the client refuses access for inspection or remedy, Super Clean Services may treat the complaint as unable to be verified and may decline a refund, discount, third-party reimbursement, or chargeback response to the extent permitted by law.

---

8. Fair Comparison of Service

The client agrees that the service will be assessed against the service level actually booked and paid for, not against a higher or different service level that was not agreed.

A general clean will be assessed as a general clean.

A tidy-up clean will be assessed as a tidy-up clean.

A deep clean will be assessed as a deep clean only where a deep clean was expressly booked, scoped, and paid for.

An end-of-tenancy or move-out clean will be assessed as an end-of-tenancy or move-out clean only where that service was expressly booked, scoped, and paid for.

The client must not later reclassify a general clean as a deep clean, move-out clean, or bond clean after the work has started or after the work has been performed.

---

9. Plain-English Booking Warning

Important: Please choose the correct cleaning service. A general clean or tidy-up is not the same as a deep clean, move-out clean, or end-of-tenancy clean. If the property is still occupied, cluttered, furnished, or not fully moved out, we may not be able to access or clean behind furniture, appliances, belongings, or blocked areas. Moving heavy furniture, disconnecting or moving appliances, cleaning behind large items, cleaning inside appliances, wall washing, detailed mould or stain treatment, carpet cleaning, and full bond-standard cleaning are not included unless specifically listed in your quote. Extra work may require extra time and extra cost.

---

We are responsible for completing the service you booked to a reasonable standard, and if there is a genuine issue with part of that service, we must be given a fair opportunity to inspect and remedy that issue; however, a general clean cannot be turned into a deep clean after the fact, and a localised concern does not justify rejection of the whole job.

Reviews, Social Media, CCTV and Public Statements

The client may raise genuine complaints with Super Clean Services and may use lawful dispute resolution processes.

The client must not use threats of bad reviews, social media posts, YouTube videos, publication of CCTV/security footage, edited footage, online allegations, chargebacks, or complaints to pressure Super Clean Services into providing a refund, discount, or remedy that is not otherwise due.

Any review, complaint, post, video, or public statement made by the client must be honest, accurate, not misleading, and based on the client’s genuine experience.

The client must not publish or share content that is false, misleading, defamatory, harassing, abusive, selectively edited, privacy-intrusive, or likely to unfairly damage Super Clean Services, its staff, contractors, vehicles, branding, or reputation.

The client must not publish CCTV, security footage, audio, video, photographs, or other recordings of Super Clean Services’ staff, contractors, vehicles, branding, work methods, or attendance at the property without first ensuring that the publication is lawful, fair, accurate, not misleading, and compliant with applicable privacy and other legal obligations.

Where the client threatens or publishes unlawful, misleading, defamatory, harassing, or privacy-intrusive material, Super Clean Services reserves the right to take appropriate action, including requesting removal, reporting the content to the platform, seeking legal advice, making a complaint to the relevant authority, or commencing legal proceedings.

Nothing in this clause prevents the client from making a truthful, lawful, and fair complaint or review.

Payment and Booking Security

Super Clean Services may require payment in full, a deposit, cleared funds, or written confirmation before allocating staff or commencing work.

Where payment is declined, delayed, disputed, reversed, subject to unusual conditions, or not received as agreed, Super Clean Services may refuse to commence work, suspend work, cancel the booking, or require alternative payment before continuing.

Super Clean Services is not required to hold staff, vehicles, equipment, or booking time where the client has not paid as agreed.

Any request by the client to delay payment, condition payment on a later refund demand, reverse payment, or renegotiate payment after staff have been allocated may be treated as a booking risk and may result in cancellation or revised payment terms.

SUPER CLEAN: TERMS OF TRADE & SERVICE AGREEMENT

These Terms of Trade apply to all services provided by SUPER GROUPS LIMITED (trading as Super Clean) and its subsidiaries, contractors, or sub-agents (hereinafter “the Company”). By accepting a quote, booking a service, or allowing the commencement of work, the Client (hereinafter “you”) agrees to be bound by these Terms and Conditions.

1. GUARANTEE & NEW ZEALAND CONSUMER LAW

1.1 Consumer Guarantees Act Standards: In compliance with the New Zealand Consumer Guarantees Act (CGA), the Company guarantees that all services will be carried out with reasonable care and skill, using professional-grade equipment and trained personnel. 1.2 Consumable Service Limitation: The Client acknowledges that cleaning, carpet restoration, and window washing are “consumable” services. Once labor, fuel, and chemical agents are deployed, the service cannot be returned, cancelled, or undone. 1.3 Quality Effort Benchmark: Where a surface or fabric has suffered permanent degradation (including but not limited to chemical burning, biological rot, or severe long-term neglect), the Company’s obligation under the CGA is limited to providing a professional “Best Effort.” The inability to restore irreversibly damaged property does not constitute a failure of reasonable care and skill.

2. QUOTATIONS, ACCEPTANCE & DIGITAL AGREEMENT

2.1 Electronic Acceptance: In accordance with the Contract and Commercial Law Act 2017 (NZ), acceptance of these Terms does not require a physical signature. A binding contract is formed when you:

• Click “Accept,” “Submit,” or “Book Now” on our website;
• Tick a checkbox confirming agreement to these Terms;
• Provide written confirmation via email or SMS; or
• Allow the Company to commence work on-site. 2.2 Paid Site Assessments (Quotes):
• Standard local quotes (within 30km of our base) are generally provided free of charge at the Company’s discretion.
• For properties located beyond 30km, or where a detailed physical assessment is required for complex restoration, a Quote Fee will apply. 2.3 Validity: Quotes are valid for fourteen (14) days. 2.4 Travel & Rural Fees: A travel surcharge applies for properties outside standard metropolitan areas. This is non-refundable once travel commences. 2.5 Third-Party Platforms & Auctions: Where services are advertised, auctioned, or sold via third-party websites (e.g., Trade Me), specific platform-exclusive pricing or “Winning Bid” amounts apply only to the defined scope of that offer. Any additional work requested will be charged at our standard rates. 2.6 High-Intensity & “Hoarder” Estimates: For properties requiring extreme restoration or cleaning of long-term neglect (e.g., hoarder cleans), initial quotes are estimates only. Due to the unpredictable nature of these jobs, the Company reserves the right to bill by the actual hour and resources used once work has commenced and the true condition of the property is revealed.

3. PAYMENT TERMS & “RUNNER” PROTECTION

3.1 Standard Terms: Payment is required prior to, or at the time of, service delivery. 3.2 High-Risk & Move-Out Bookings: For “End of Tenancy” or “Move-Out” cleans, the Company requires 100% payment in cleared funds prior to the commencement of work. 3.3 Late Payment Penalties: Failure to pay will incur an immediate 12.5% late fee, followed by 12.5% compounded monthly. 3.4 Accepted Payment Methods: The Company accepts Cash, Eftpos, Bank Transfer, Credit Card (Visa/Mastercard), and authorized Buy Now Pay Later (BNPL) services (e.g., Afterpay, Zip). 3.5 Card-on-File & Subscription Authority: By providing credit card details, the Client authorizes the Company to securely store these details for the purpose of:

• One-off jobs: Held for 90 days as security against the invoice or any “Lock-out” fees.
• Subscription/Recurring services: Held for the duration of the service period to facilitate automated billing. 3.6 Security & PCI Compliance: All payment data is handled through encrypted, PCI-DSS compliant third-party gateways. The Company does not store full, unencrypted card numbers on local hardware.

4. CANCELLATIONS & MINIMUM CALL-OUT FEES

4.1 Minimum Call-Out: All restoration, end-of-tenancy, or deep-clean bookings are subject to a minimum three (3) hour labor charge plus the Travel Fee. 4.2 Aborted Jobs: If the Company arrives and the service is refused, reduced by the Client, or utilities (Power/Water) are unavailable, the Minimum Call-Out Fee applies. 4.3 Late Cancellation Fee: Bookings cancelled or rescheduled with less than 48 hours’ notice will incur a fee equal to 50% of the quoted service price. Cancellations on the day of service incur the full 100% Minimum Call-Out Fee.

5. SERVICE SCOPE & FURNITURE MOVING POLICIES

5.1 Health & Safety: Personnel are prohibited from moving heavy furniture (fridges, beds, couches). 5.2 Preparation: Items must be moved by the Client prior to arrival. 5.3 Client-Directed Moving Liability: If staff assist at the Client’s insistence, the Company accepts zero liability for injury or damage. 5.4 End of Tenancy “Empty Property” Rule: For all Move-Out or End of Tenancy cleans, the property must be completely clear of all furniture and rubbish prior to our arrival. If furniture or rubbish is left behind, the Company will charge an “Extra Handling Fee” plus any tipping/dump fees incurred.

6. PRE-EXISTING DAMAGE, CHEMICALS & SURFACES

6.1 Duty to Disclose: Client must disclose pre-existing damage (e.g., chips in glass, loose fixtures). Company is not liable for compromised items. 6.2 Hard Water Marks: Calcium/mineral etching on glass is considered permanent surface damage. Failure to remove etched deposits is not evidence of an inadequate clean. 6.3 Chemical Sensitivity & Composite Surfaces: The Client must identify all non-standard surfaces (e.g., Polystone, unsealed natural stone, antique wood, or specialty composites) prior to commencement. While the Company uses professional-grade chemicals, we accept no liability for the reaction of “look-alike” materials to standard cleaning agents. 6.4 Utilities: Functional electricity and hot water must be provided. If the Company must supply a generator or water tank, additional fees will apply.

7. PHOTOGRAPHIC EVIDENCE & ACCESS

7.1 Right to Document: Company may take “Before and After” media for quality control and insurance protection. 7.2 Ongoing Access: In a dispute, the Client grants the Company and its Directors an irrevocable right to inspect the property and take evidentiary photos.

8. STAFF PRIVACY & DIGITAL MEDIA

8.1 Privacy: Client must not record staff without written consent (Privacy Act 2020). 8.2 Review Extortion: Threatening a negative review or unauthorized media publication to extort a discount is a material breach of contract. Disagreement on cleaning quality does not permit the withholding of payment for hours worked; the “Right to Remedy” (Section 11.1) must be followed first.

9. DAMAGE, THEFT & POLICE REPORTS

9.1 Reporting: Allegations of damage or theft must be reported within 24 hours. 9.2 Mandatory Police Report: For theft allegations, the Client must file a formal NZ Police report and provide the file number before the Company proceeds with any internal investigation.

10. ACCESS, KEYS & PARKING

10.1 Access: Failure to provide access results in a 100% “Lock-out Fee.” 10.2 Key Holding: Liability for property security is limited strictly to the duration of our presence on-site. The Company is not liable for third-party entry using shared keys. 10.3 Parking & Obstruction: Where free on-site or street parking is unavailable, commercial parking costs will be added to the invoice. Furthermore, the Client must not block or obstruct Company vehicles. If a Client intentionally “blocks in” a Company vehicle—thereby preventing staff, secondary team members, or equipment from attending subsequent clients—the Company will charge an Obstruction Fee of $150.00 per hour, per staff member delayed. The Company reserves the right to involve the NZ Police or towing services to recover any obstructed vehicle at the Client’s expense.

11. COMPLAINTS & REASONABLE REMEDY (BREAKAGES)

11.1 Right to Remedy: Company must be given a 24-48 hour window to inspect and remedy concerns. 11.2 Limitation of Liability: Total liability is strictly limited to the amount paid for the service. 11.3 Dispute Costs: Client pays all costs for defending frivolous claims or chargebacks. 11.4 Breakages & “Like-for-Like” Replacement: Liability for accidental breakage is limited to repair or a “Like-for-Like” replacement with a comparable model of similar age, brand, and condition.

12. UNINTERRUPTED REASONABLE ACCESS & BIOLOGICAL HAZARDS

12.1 Non-Interference: Client must not physically block, disrupt, or micro-manage staff. Continuous interference entitles Company to stop work immediately, with full fees payable. 12.2 Third-Party Delays: If work is delayed by other contractors (movers, painters, etc.), an “Interference Fee” of $85.00 per hour/per staff member will apply. 12.3 Active Worksites: If the Company is cleaning while other trades are active, the Company accepts no liability for post-clean dust or debris caused by those third parties. 12.4 Biological Hazards: Should staff encounter undisclosed bio-hazards (including but not limited to human/animal waste, needles, or mould), the Company reserves the right to:

• Immediately suspend work (with full minimum call-out fees applicable); or
• Apply a “Bio-Hazard Premium” surcharge to the invoice for specialist handling. 12.5 Illegal Activities & “P-Labs”: If staff suspect the presence of a Clandestine Laboratory (P-Lab) or witness any illegal criminal activity on-site, the Company will cease work immediately and vacate the premises for staff safety. All minimum fees remain payable, and the matter will be referred to the NZ Police.

13. STAFF SAFETY & ASSAULT PROTECTION

13.1 Zero Tolerance: Physical intimidation, verbal abuse, stalking, or unwanted advances result in immediate termination of service. 13.2 Forfeiture: Full booking fee remains 100% payable if work stops due to Client misconduct.

14. NON-SOLICITATION OF STAFF

14.1 Non-Poaching: The Client agrees not to directly or indirectly solicit, hire, or engage any staff member or contractor of the Company for private cleaning services for a period of twelve (12) months following the most recent service provided by the Company. 14.2 Referral Fee: If the Client breaches Section 14.1, they agree to pay the Company a “Placement Fee” of $5,000.00 as liquidated damages for recruitment and training costs.

15. CORPORATE CONTRACTS & INDEMNITY

15.1 Separability: Individual staff misconduct does not justify termination of the whole Service Agreement. 15.2 Client Indemnity: Client indemnifies and holds harmless the Company against losses from an unsafe work environment. 15.3 Right to Remedy by Replacement: Company may replace a “rogue” staff member to remedy a breach; the contract then remains in effect.

16. MUTUAL GOOD FAITH & INVESTIGATION

16.1 Duty of Good Faith: Both parties agree to act with commercial reasonableness. Refusal of a reasonable remedy offered in good faith constitutes a breach by the Client.

17. FORCE MAJEURE

17.1 Acts of God: Company is not liable for failures due to natural disasters, civil unrest, or catastrophic equipment theft. Obligations are suspended until safety and access are restored.

18. GOVERNING LAW

This Agreement is governed by the laws of New Zealand.

19. DEBT COLLECTION & LEGAL RECOVERY

19.1 Collection Costs: The Client agrees to pay all costs incurred by the Company in recovering debt, including collection commissions, legal fees (on a solicitor-client basis), and court costs. 19.2 Credit Reporting: The Company reserves the right to report payment defaults to national credit reporting agencies (e.g., Equifax, Centrix). 19.3 Default Registration: The Client authorizes the Company to register a financial default against their name, current and former addresses. 19.4 Data Utilization for Recovery: All personal data provided will be utilized for the purpose of debt recovery and legal service in the event of non-payment.

20. DISPUTE RESOLUTION & ARBITRATION

20.1 Mandatory Negotiation: Parties must first attempt to resolve issues through good-faith negotiation. 20.2 Mediation/Arbitration: If negotiation fails, the Company may refer the dispute to private mediation or arbitration. 20.3 Jurisdiction: For claims under $30,000, either party may refer the matter to the New Zealand Disputes Tribunal.

21. CONFIDENTIALITY & ANTI-DISPARAGEMENT PROTECTION

21.1 Confidential Information: The Client agrees to keep confidential all information concerning the Company’s business practices, including but not limited to specialized pricing, internal processes, quotes, and staff communications. 21.2 Public Disclosure: The Client shall not publish, post, or distribute any confidential information, including screenshots of quotes or private emails, on any public platform (including but not limited to YouTube, Facebook, TikTok, or Trade Me forums) without the Company’s express written consent. 21.3 Prohibition of “Public Venting”: The Client shall not make, publish, or communicate to any person or entity any negative, disparaging, or “angry” remarks regarding the Company, its staff, or its affiliated businesses in a public forum (YouTube, Social Media, Public Reviews). This includes “venting,” making outrageous or unsubstantiated claims, or attempting to incite public hostility toward the Company. 21.4 Pre-condition to Public Comment: Any public commentary or review must be factual and may only be posted AFTER the Client has exhausted the “Right to Remedy” (Section 11) and “Mandatory Negotiation” (Section 20) processes. 21.5 Liquidated Damages & Takedown: In the event of a breach of Section 21.3, the Client agrees:

• (a) To immediately remove all offending material at their own expense;
• (b) To pay the Company $500.00 per day that the disparaging content remains public as liquidated damages for reputational harm; and
• (c) To indemnify the Company for all legal costs (on a solicitor-client basis) required to enforce this clause or secure the removal of the content.

By proceeding with your booking, you acknowledge that you have read, understood, and agreed to these Terms of Trade.