Service Terms & Conditions

Home Wellness Organisers — Service Terms & Conditions

Last updated: 12 October 2026

These terms apply to all services provided by MARISOL ESPINOSA BELTRAN trading as Home Wellness Organisers (ABN 93 788 135 233) ("HWO", "we", "us"). By booking a service or paying an invoice, you agree to them.

1. Our services

We provide in-home organisation, decluttering, downsizing and move support, wellness-focused home assessments, light cleaning of the spaces we organise (using natural products), sourcing of storage solutions, workshops and digital resources. The scope, hours and price of your service will be confirmed in writing (by quote, booking confirmation or email) before we start.

Our work is practical and educational. We are not professional cleaners (our light cleaning is not a deep clean), removalists, tradespeople, or health, mental health or financial professionals, and our services do not replace their advice.

2. Home Wellness Assessment

The in-home assessment is up to 60 minutes and costs $97. If you book a package within 30 days of your assessment, the assessment fee is credited toward that package.

3. Packages, hours and pricing

Prices are as quoted at the time of booking and are in Australian dollars. HWO is not currently registered for GST, so no GST is charged.
Hourly packages must be used within 12 months of purchase unless we agree otherwise in writing. Unused hours are not refundable after that date, except as required by law.
Once your initial package is complete, you can book additional blocks of hours at our loyalty rate, as quoted.
Sessions may be delivered by Sol, by a trained HWO team member or by a subcontracted organiser. We will tell you who is coming.
Time is counted from arrival at your home until the end of the session, including any agreed drop-offs.
Travel within Brisbane's Southside is included. Travel to other areas may incur a travel fee, which we will quote before booking.

4. Payment

A deposit of 50% of your package is required to confirm your booking. The balance is due on completion of your initial package of hours.
Additional blocks of hours are invoiced separately and are payable within 5 business days of the invoice, or before the next booked session, whichever comes first.
Payment is by bank transfer or card.
We may pause sessions if an invoice is more than 14 days overdue.

5. Rescheduling and cancellations

You can reschedule or cancel free of charge with at least 48 hours' notice.
If you reschedule a session with less than 48 hours' notice, a rescheduling fee of 20% of that session's value applies (the hours booked for that session × your hourly rate).
If you cancel your project, or do not attend your first session, with less than 48 hours' notice, your deposit is non-refundable, as that time was reserved for you and could not be offered to another client.
If you do not attend a later session, or cancel it with less than 48 hours' notice, it is treated as a late reschedule and the 20% fee applies.
If we cannot access your home at the booked time, the session is treated as a late cancellation.
If we need to cancel (for illness, emergency or unsafe weather), we will give as much notice as possible and reschedule at no cost to you.

6. Your responsibilities

Make sure the work areas are safe to access and tell us about any hazards (pests, mould, asbestos, damaged structures, aggressive pets).
Tell us about any items that are valuable, fragile, sentimental or need special care before we handle them. Please store cash, jewellery, important documents and medications securely.
You make the final decision about what is kept, donated, sold or discarded. We guide and suggest; we do not throw anything away without your approval.
Let us know about anything that may affect how we work with you, such as mobility needs.

7. Donations, disposal and purchases

Donations: we drop off up to three bags of donations to a charity centre per in-home session day, included in your service. Additional donation drop-offs are $30 per trip (up to three bags).
Rubbish: we do not remove rubbish. Disposal of unwanted items that are not being donated is your responsibility. We are happy to recommend a removal service.
Storage solutions: we can source and buy storage, bins and boxes on your behalf. You cover the cost of these items, paid 100% upfront before we purchase them, and we provide receipts. The original retailer's return policy applies.
Once items leave your home with your approval, we are not responsible for them.

8. Our right to stop a session

We may stop or decline a session if the environment is unsafe or unhygienic, or if anyone behaves in an abusive or threatening way. Fees for time already worked apply.

9. Insurance

HWO holds public and products liability insurance with AAMI ($5 million cover), which includes cover for client property in our care, custody or control. Details are available on request.

10. Liability

We take reasonable care when handling your belongings. If we damage something through our own negligence, please tell us within 48 hours so we can address it, including through our insurance where applicable.
To the extent permitted by law, we are not liable for: pre-existing damage or wear; items you have approved for donation, sale or disposal; items you did not tell us were valuable or fragile; or indirect loss.
Nothing in these terms excludes, restricts or modifies your rights under the Australian Consumer Law. Where the law allows us to limit our liability, our liability is limited to re-supplying the service or refunding the amount paid for the affected service.

11. Confidentiality and photos

What we see in your home stays private. We may take photos to plan and track your project. We will only use photos or testimonials publicly with your separate written consent. See our Privacy Policy.

12. Satisfaction and complaints

If something is not right, please tell us within 7 days of your session. We will work with you to fix it, usually with additional time at no cost.

13. Ending our work together

Either of us may end the service at any time by written notice (email is fine). You will be charged only for work completed and time spent up to that date, plus any fees already incurred under these terms. Any prepaid amount for hours not yet delivered will be refunded, less any late-cancellation fee that applies.

14. General

If a dispute arises, we will first try to resolve it together, and then through mediation if needed. This does not limit your right to contact the Office of Fair Trading Queensland or QCAT. These terms are governed by the laws of Queensland. If any part is found to be unenforceable, the rest still applies. We may update these terms; the version in place at the time of your booking applies to that booking.

Contact:

info@homewellnessorganisers.com.au · +61 411 215 171