Terms and Conditions for Klino

Effective Date: 1st December 2024

Welcome to Klino. By accessing or using our services, you agree to comply with these Terms and Conditions. If you do not agree, please raefrain from using our platform.

1. User Agreement

1.1. This agreement is between Cheers&Chatter Pty Ltd and you, the user.

1.2. By using Klino’s services, you confirm that you:

Are over 18 years of age.
Have provided accurate and truthful information during registration.
Agree to abide by these Terms and Conditions.

1.3. Klino reserves the right to modify these Terms at any time, with changes effective upon posting on our platform.

2. Basic Principles

2.1. Klino operates as a platform connecting Customers seeking cleaning services with independent Cleaners.

2.2. Klino does not employ Cleaners directly; all Cleaners operate as independent contractors.

1.3. Klino reserves the right to modify these Terms at any time, with changes effective upon pa2.1. Klino operates as a platform connecting Customers seeking cleaning services with independent Cleaners. osting on our platform.

2.4. Klino reserves the right to remove any user who violates these Terms or engages in illegal or unethical behavior.

3. Cleaners’ Roles and Obligations

3.1. Cleaners are responsible for:
• Providing high-quality and professional cleaning services.
• Ensuring they have the appropriate licenses, insurance, and p,br>ermits (if applicable).
• Bringing their own cleaning tools and materials unless otherwise agreed with the Customer.
• Adhering to agreed-upon schedules and notifying Customers in case of delays or cancellations.

3.2. Cleaners must not:
• Misrepresent their skills or services.
• Engage in any behavior that endangers Customers or property.
Wear Klino branded clothing outside of jobs.
• Share Customer information with third parties, in compliance with the Privacy Act 1988 (Cth).

4. Customers’ Obligations

4.1. Customers are responsible for:
• Providing accurate information about their cleaning needs, including property details and special requirements.
• Ensuring safe and accessible working conditions for Cleaners.
• Securing valuables and fragile items prior to cleaning.
• Promptly notifying Klino of any complaints or disputes.

4.2. Customers must not:
• Use the platform for unlawful purposes.
• Engage in harassment or discrimination against Cleaners

5. Subscriptions/Plans

5.1. Klino offers subscription plans for recurring cleaning services. Specific terms for each plan will be outlined during purchase.

5.2. Subscription fees are non-refundable unless legally required.

5.3. Customers can cancel subscriptions by providing a minimum of [14 days’] notice before the next billing cycle.

5.4. Klino reserves the right to modify or discontinue subscription plans with prior notice.

6. Payments

6.1. Payment Process:

• Customers pay through Klino’s platform.
• Payments are held in escrow and released to Cleaners after service completion.

Klino charge a 7.5% transaction fee for payments made through our website

6.2. Refunds:
• Refund requests must be made within [24 hours] of service completion and will be reviewed case by case.

6.3. Payment Disputes:
• Klino will mediate disputes between Customers and Cleaners but cannot guarantee outcomes.

6.4. Late Payments:
• Late payments may incur additional fees.
• Continued failure to pay may result in service suspension.

7. Verification and Badges

7.1. Purpose of Verification and Badges

• Klino uses verification and badges to enhance trust between Customers and Cleaners.
• Verified Cleaners or Customers are marked with a badge to indicate that Klino has reviewed and validated specific information provided by them.
• Badges do not constitute an endorsement, certification, or guarantee of performance or conduct.

7.2. Eligibility for Verification and Badges

• Cleaners and Customers may be eligible for badges if they meet specific criteria outlined by Klino.
• For Cleaners, this may include:
• Identity verification (e.g., government-issued ID).
• For Customers, this may include verification of contact details or prior positive reviews.

7.3. How to Apply for Verification

• Users can apply for verification through their account dashboard by submitting the required documents and information.
• Klino reserves the right to reject applications if documents are incomplete, invalid, or do not meet the required standards.

7.4 Revocation of Badges

• Klino reserves the right to revoke a badge if:
• Verified information is found to be false, incomplete, or expired.
• The user violates Klino’s Terms and Conditions.
• Complaints or conduct issues arise that impact trustworthiness.
• Users will be notified if their badge is revoked and may reapply upon addressing the issues.

7.5. Misuse of Badges

• Users must not falsify, alter, or misrepresent Klino badges or claim verification where none exists.
• Misuse may result in account suspension or termination.

7.6. Limitations of Verification

• Klino conducts verification to the best of its ability but does not guarantee the accuracy,
reliability, or completeness of the verified information.
• Customers and Cleaners should independently assess the suitability of their counterparts for services.

7.7. No Liability for Verification

• Klino is not liable for any damages, losses, or disputes arising from reliance on verification or badges.

Mediation and Dispute Resolution

1. Purpose of Mediation and Dispute Resolution

1.1. Klino aims to resolve disputes between Customers and Cleaners amicably and efficiently, fostering a positive and trustworthy platform for all user

1.2. This process applies to disputes arising from the use of Klino’s platform or services, including service quality, payments, or any breach of the Terms and Conditions.

2. Initial Resolution Process

2.1. Communication Between Parties:

• In the event of a dispute, the Customer and Cleaner are encouraged to communicate directly to resolve the issue.
• Parties should make reasonable efforts to resolve the matter in good faith before escalating it to Klino.

2.2. Notifying Klino:

• If direct communication fails, the disputing party must notify Klino by submitting a written dispute report via the platform or email at hello@klino.com.
• The report must include details of the dispute, evidence (e.g., photos, messages, or receipts), and steps taken to resolve the issue.

3. Mediation by Klino

3.1. Klino’s Role:

• Klino will act as a neutral mediator to facilitate resolution.
• Klino’s mediation process is non-binding and aims to assist the parties in reaching a mutually agreeable outcome.

3.2. Timeline:

• Klino will acknowledge the dispute within 3 business days and provide an initial response within 10 business days.
• Mediation may take up to 30 business days, depending on the complexity of the issue.

3.3.Mediation Outcome:

• Klino may suggest remedies such as partial refunds, rebooked services, or other resolutions based on the evidence.
• Parties are not obligated to accept Klino’s recommendations, but doing so may expedite resolution.

4. Escalation to External Mediation or Arbitration

4.1. If mediation through Klino fails, the dispute may be escalated to an independent mediation or arbitration service under Australian law.

4.2. Independent Mediators:

• Parties may seek mediation through services such as the Resolution Institute or other accredited Australian mediators.
• Costs of external mediation are typically shared equally between the parties unless otherwise agreed.

4.3. Arbitration:

• If mediation is unsuccessful, parties may agree to resolve the dispute through binding arbitration under Australian arbitration rules.
• Arbitration decisions are final and enforceable.

5. Governing Law and Jurisdiction

5.1. This Mediation and Dispute Resolution process is governed by the laws of the States of Australia.

5.2. Any legal proceedings related to unresolved disputes must be filed in the courts of the states of Australia.

6. Exclusions and Limitations

6.1. Klino is not liable for disputes that arise outside of the platform or for services not booked through Klino.

6.2. Klino reserves the right to decline mediation for disputes it deems frivolous, abusive, or unrelated to the platform.