Content

1. General

These Terms and Conditions apply to all services and products provided by KO CARE, a division of KO Group Ltd, alongside our associated brand KO PEST. By booking or purchasing from KO CARE, you agree to these Terms as well as our Refund & Service Policy, Shipping & Returns Policy, and Privacy Policy.

2. Service Scope

  • KO CARE provides on-site mattress-cleaning and hygiene treatments throughout Auckland and nearby regions.
  • All services follow KO CARE’s Signature 7-Step System or equivalent treatment as described in your selected package.
  • Our services aim to improve mattress hygiene — they are not restoration or repair treatments. Permanent stains, discolouration, or wear from age may remain visible.
  • Results may vary depending on mattress condition, material, and history of prior cleaning.

3. Booking & Payment

  • Full payment is required prior to or at the time of booking to confirm your appointment.
  • All prices are listed in NZD and include GST (15%) unless otherwise stated.
  • Bookings are confirmed only once payment has been received.
  • Add-on services (e.g., pillow cleaning, stain removal, dust-mite patch) are available only when booked with a mattress-care service.
  • Discounts and promotional offers cannot be combined unless explicitly stated.
  • Additional on-site requests must be approved by the technician and paid in full upon completion.

4. Cancellations & Rescheduling

  • Cancellations made more than 24 hours before your appointment — no charge.
  • Cancellations within 24 hours or no-shows — a fee of 50% of the total service cost may apply.
  • KO CARE may reschedule appointments without penalty due to weather, illness, safety concerns, or equipment issues.

5. Customer Responsibilities

  • Ensure clear access to the work area, adequate space, and available power and water supply.
  • Notify us of any allergies, sensitivities, or pre-existing damage before service begins.
  • Follow all drying and post-care instructions provided after treatment.
  • KO CARE will not be held liable for damage or odour caused by improper ventilation, ignored instructions, or use before the mattress is fully dry.

6. Limitation of Liability

While we take great care to protect your property, KO CARE is not liable for:

  • Pre-existing damage, fading, or deterioration due to age or fabric wear
  • Results impacted by mattress composition or prior chemical cleaning
  • Indirect, incidental, or consequential losses related to service performance

If liability is established, it is limited to the value of the original service provided.

7. Health & Safety

  • KO CARE follows strict health and safety protocols, including use of PPE (gloves, masks) and ventilation during and after cleaning.
  • All products are handled and applied according to manufacturer safety standards.
  • Customers must keep children, pets, and bedding away from the treatment area until work is completed and surfaces are fully dry.
  • If you or a family member have known allergies or sensitivities, please inform us before the service.

8. Cleaning Supplies & Equipment

  • KO CARE technicians use commercial-grade, professional equipment, including HEPA vacuums, extraction systems, and UV sterilisation units.
  • All cleaning and deodorizing agents are approved for residential use and selected for safety and effectiveness.
  • Where possible, KO CARE uses low-toxicity and eco-friendly formulations while maintaining hospital-grade hygiene standards.
  • Customers must not touch or operate KO CARE equipment or products during service for safety reasons.

9. Privacy & Data

Your privacy is important to us. Personal information collected during booking is used solely for scheduling, communication, and invoicing. KO CARE will never share or sell your data to third parties except where required by law.

10. Service Area & Travel Fee

  • KO CARE currently serves Auckland and surrounding suburbs.
  • Bookings outside our regular area may incur a travel fee, confirmed before scheduling.

11. Minimum Charge Policy

A minimum service charge applies per appointment, regardless of the number of mattresses treated, to cover technician time, travel, and preparation costs.

12. Promotions & Discount Codes

Promotional offers, bundles, or discount codes are subject to availability and expiry dates. They cannot be combined with other offers or applied retroactively to previous bookings.

13. Force Majeure

KO CARE is not liable for delays, cancellations, or non-performance resulting from events beyond our control — including severe weather, natural disasters, illness, or supply-chain disruptions. Appointments affected by such events will be rescheduled at the earliest possible time.

14. Changes to Terms

KO CARE reserves the right to update or modify these Terms & Conditions at any time. The most current version will always be available on our website, and continued use of our services implies acceptance of any updates.

15. Governing Law

These Terms are governed by the laws of New Zealand. Any disputes will be handled under the jurisdiction of New Zealand courts.

16. Contact Us

If you have any privacy concerns, questions, or requests under the Privacy Act 2020, please contact:


info@kocare.co.nz
021 251 7977
10 Brookfield Street, St Heliers, Auckland 1017