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Terms & Conditions of Business

Key2Care Concierge Services
‘Terms & Conditions of Business’

1.       Interpretation

1.1       In these conditions: the “Client”, the person, firm, company or organisation for whom Key2Care Concierge Services has been engaged to provide the Services in accordance with these conditions;

1.2       The “Agreement” is an Agreement for the provision of Services which shall be governed by these conditions;

1.3       The “Services” means the Services to be provided by the Key2Care Concierge Service to or for the Client;

1.4       The “Fee” means the fee/s payable by the Client to Key2Care Concierge Service as notified by the Key2Care Concierge Service Schedule of Fee’s.

1.5       Key2Care Concierge Service shall be entitled to alter and vary these conditions from time to time on reasonable written notice [30 days] to the Client.

1.6       Key2Care Concierge Service normal business hours are 08:30 – 17:00 Monday to Friday. Where Key2Care Concierge Service is required to provide Services outside of these hours, Key2Care may be entitled to charge its Services at a higher hourly rate, refer Section 3 below.

1.7       Telephone calls between Key2Care Concierge Services and the Client will not be recorded.


2.       Supply of the Services (Requests)

2.1       Key2Care Concierge Services shall provide services to the Client, subject to conditions or as may be agreed in writing between both parties.

2.2       Response time may vary depending upon the request submitted.

2.3       The service permits the Client to request from Key2Care Concierge Service, any information or suggestions in relation to any personal needs of the Client (including appointment making, purchasing items, assisting with events, supporting activities, acquiring third party goods and services).

2.4       Key2Care reserves the right to refuse a request if, in the opinion of the Key2Care Lifestyle Consultant, the Request is to be used by the Client may be for an immoral or unlawful purpose.

2.5       Key2Care Concierge Services cannot be re-sold; re-assigned or gifted to another person, they are for the specific purpose of service to the nominated client.

2.6       Key2Care Concierge Service information and suggestions will be based upon the specific criteria provided to the Key2Care Lifestyle Consultant by the Client.

2.7       Key2Care Lifestyle Consultants shall inform the Client from time to time of the type and nature of services that Key2Care is able to deliver, but shall not be liable to the Client in the event that a request for services are made and that Key2Care Concierge Services is not capable or is unable to fulfil the request at that time.

2.8       Key2Care Concierge Service shall, within an agreed reasonable period of time, use all its reasonable endeavours to provide information and suggestions in response to the Clients Requests.

2.9       If Key2Care Concierge Service is unable to deal with any requests, it will inform the Client as soon as is reasonably possible.

2.10     If the Client is not satisfied with the services provided by the Key2Care Lifestyle Consultant or that of the Business in which it engages, the Client must advise Key2Care at the completion of the Request.

2.11     Client will be required to demonstrate or explain why the service is considered                unsatisfactory.  Refunds may be provided at Key2Care’s Management’s discretion.


3.       Fees

3.1       Key2Care Concierge Service only accepts payment via direct debit or credit card facilities payment.

3.2       Key2Care Concierge Service will not commence any work or any requests until a valid payment process has been obtained.

3.3       Client account and credit card details provide security overall in securing the Key2Care Concierge Service fees and third party fees.

3.4       Key2Care Concierge Service Fee’s are as follows:

  • SILVER ‘On-Call’ service is provided to Clients at a cost of $110.00 [+ GST] per person per hour (charged in 15 minute blocks) during normal business hours 08:30 – 17:00 Monday to Friday. 

  • GOLD ‘Block Package’ service is provided to Clients at a cost of $100.00 [+ GST] with a minimum purchase package of 10 hours.  This covers all services during normal business hours of 8:30 – 17:00 Monday to Friday.

  • PLATINUM ‘Executive Assistant’ service is provided to Clients at a cost of $100.00 [+ GST] per week, per person.  This covers all unlimited service provisions during normal business hours of 08:30 – 17:00 Monday to Friday.

3.5       Key2Care Concierge Service normal business hours are 08:30 – 17:00 Monday to Friday.  Any additional requests outside these hours on a business day are charged at a rate of $175.00 [+ GST] per person, per hour [Monday to Friday].

3.6       Key2Care Concierge Service may provide additional services upon request for Weekends and Public Holidays [this will be by special arrangement], these services will be charged at a rate of $220.00 [+GST] per person, per hour.

3.7       The Key2Care Platinum Package, Lifestyle Assistant [contracted period] weekly rate will be $100.00 [+ GST] per week, per person for a minimum 12 week period. Engagement after the initial 12 week period shall be ongoing until notification of cancellation of services is received by Key2Care Concierge Service [minimum 7 days’ notice applies].

3.8       Conditions of engagement with regards to a Key2Care Concierge Lifestyle                                         Assistant access:

  1. All clients may submit unlimited simple time/requests to Key2Care Concierge Services for completion based on their designated package. A request is a direct booking, referral or arrangement of the purchase of goods, it does not include extensive research or investigation.

  2. Each Request must reasonably be completed in less than one hour or the nominated period purchased [Silver & Gold].  If we are unsure your Request can be successfully completed within 1 hour, your Key2Care Lifestyle Consultant will discuss this with you ahead of commencing the Request.

  3. If you need a larger timeframe for a request to be completed by your Key2Care Lifestyle Consultant, they will help you book this timeframe ahead of the time/date required.  In addition, if you would like an errand run by your Key2Care Lifestyle Consultant, they will book a third party provider service – please note that both services incur additional fee’s.  We have no control of costs of third party providers/suppliers.

3.9       Services requested outside ordinary business hours, including Weekends and Public Holidays, will be charged at additional rates [see items 3.5  & 3.6 above] per person per hour.

3.10     Travel time from our office to the Clients home/office to provide support at that location at the Clients request is charged at $55 per person hour + GST.

3.11     Travel time from our office to any other location to provide support at the Clients request is charged at $110 per person per hour + GST.

3.12     Services provided by a third party supplier will be charged directly to the Client.

3.13     Where Key2Care Concierge Service pay a third party at the point of sale, a Service Fee of 10% + GST will be added to the receipt issued by the third party. This fee is to reimburse Key2Care Concierge Services for any merchant fees, bank transaction fees and administrations fees associated with the management of such payment such payments. For example, a third party invoice of $50 + 10% admin fee = $55 payable to Key2Care Concierge Services. 

            Key2Care Concierge Services therefore strongly encourages our clients to pay all third party providers directly themselves to avoid any additional fee’s.

3.14     Fees and any additional sum due shall be paid by the Client on the day of service via their Credit Card or bank account transfer.

3.15     A late payment fee of 5% will be added to all invoices falling outside the due date.

3.16     Where it is necessary to take collections action in pursuit of outstanding debtors, all costs including Debt Collection agency commissions, fees, GST,  Solicitors fees, and Key2Care late payment fees (Clause 3.13 above) will be borne by the Client.

3.17     Key2Care Concierge Services shall be entitled to vary the Fees from time to time.


4.       Client’s Responsibilities

4.1       Services provided by Key2Care Concierge Service are provided expressly for the nominated Client and the Client shall not use the Services for any improper, immoral, unlawful or any other purpose other than that for which the Client informs the Key2Care Lifestyle Consultant at the time of the initial request.

4.2       The Client shall immediately inform Key2Care Concierge Service of the identity of any third party with whom the Client enters into a contract, agreement or arrangement for sale of goods or supply of services which requires the provision of Services by the Key2Care Concierge Service team. The Key2Care Lifestyle Consultant shall be entitled to decline to provide such Services to such party without providing any reason.

4.3       Where Key2Care Concierge Service has suggested a third party supplier and the Key2Care Lifestyle Consultant has not been engaged to specifically project manage the Service provided by the third party supplier, the Client must use their own skill and judgement as to the quality, value and suitability of the third party supplier.

4.4        The Client has the right to terminate Services of a third party supplier suggested by Key2Care Concierge Service at any time, however any fees incurred by Key2Care Concierge Service in the set-up and co-ordination of the delivery of that service to that point, or any fees incurred by the third party supplier to the point of termination will be payable by the Client.


5.       Liability

5.1       Key2Care Concierge Service shall use all of its reasonable endeavours to provide a high standard of service to our clients using reasonable care and skill and, as far as reasonably possible, in accordance with the Clients requests and instructions.

5.2       Key2Care Concierge Service carries Professional Indemnity Insurance.  A Certificate of Currency can be provided upon request.

5.3       Where Key2Care Concierge Service supplies a Client with any goods or services provided by a third party, Key2Care does not give any warranty, guarantee, representation or other terms as to the quality, fitness for purpose or otherwise outcome of the quality of goods or services. The Client shall be required to seek compensation for any loss or damage suffered from such third party direct.

5.4       For the avoidance of doubt, the Client is deemed to be responsible for, and shall use their own skill and judgment as to the quality, value and suitability of any such information and suggestions and in relation to deciding whether to enter into any Contract with any third party for the supply of services or sale of goods.

5.5       Key2Care Concierge Service shall have no liability to the Client for any loss, damage, costs, expenses or other claims for compensation arising from requests or instructions supplied by the Client which are incomplete, incorrect or inaccurate or arising from their late arrival or non-arrival, or any other fault of the Client.

5.6       Key2Care Concierge Service shall not be liable or be deemed to be in breach of the Agreement by reason of any delay in performing, or any failure, any of the Key2Care Concierge Service’s obligations in relation to the Services, if the delay or failure was due to any cause beyond Key2Care Concierge Services’ reasonable control.


6       General

6.1       These conditions (together with any other terms and conditions agreed in writing between Key2Care Concierge Service and the Client) constitute the entire Agreement between the parties, supersede any previous Agreement or understanding and may not be varied except on notice from Key2Care Concierge Service. All other terms and conditions express or implied by a statute or otherwise are excluded to the fullest extents permitted by Law.

6.2       Any notice required or permitted to be given by either party to the other under these conditions, shall be in writing addressed to the other party at its registered office or principal place of business or residential address (as the case may be) or such other address as may at the relevant time have been notified pursuant to the provision to the party giving notice. Any notice may be sent by facsimile transmission or email and notice shall be deemed to have been served on the expiry of 48 hours in the case of post or at the time of transmission in the case of facsimile or email transmission.

6.3       No failure or delay by Key2Care Concierge Service in exercising any of its rights under the Agreement shall be deemed to be a waiver of that right, and no waiver by Key2Care Concierge Service of any breach of the Contract by the Client shall be considered as a waiver of any subsequent breach of the same or any other provision.

6.4       If any provision of these conditions is held by any competent authority to be invalid or unenforceable in whole or in parts, the validity of the other provisions of these conditions will still stand.

6.5       These conditions and the Agreement to which they relate shall be governed and construed in accordance with Australian Law.

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