Policies
Cancellation & Rescheduling Policy
At Reset Fairy, I understand that life doesn't always go to plan. If you need to cancel or reschedule your session, please notify me as soon as possible so I can do my best to accommodate you.
Cancellations
A 50% deposit is required to secure your booking. This deposit reserves your project date exclusively for you and covers the time allocated to planning and preparing for your session.
Cancellations made more than 7 days before your session
Your booking deposit may be transferred to an alternative date, subject to availability. If you choose not to reschedule, the deposit will be retained to cover the time already allocated to your booking.
Cancellations made within 7 days of your session
Your 50% deposit will be forfeited. This time has been reserved exclusively for you and may not be able to be filled at short notice.
Cancellations made within 48 hours of your session
In addition to the forfeiture of your deposit, any products that have already been purchased specifically for your project remain payable by the client.
Rescheduling
If you need to reschedule your session, please provide as much notice as possible.
Rescheduling requests made more than 7 days before your session can generally be accommodated, subject to availability.
Rescheduling requests made within 7 days of your session may be treated as a cancellation at my discretion, particularly where significant preparation or product sourcing has already taken place.
Any new booking date is subject to Reset Fairy's availability.
If Reset Fairy needs to cancel
In the unlikely event that Reset Fairy needs to cancel your session due to illness, emergency or circumstances outside my control, you will be offered priority rescheduling at a mutually suitable date or a full refund of any service fees paid.
Any products purchased specifically for your project will be handled separately.
Payment Policy
Booking deposit
A 50% deposit of the service fee is required to secure your booking.
Your session is not confirmed and your date is not reserved until the deposit has been received.
The remaining 50% of the service fee is due 7 days prior to your scheduled project date.
Payment before your project
All service fees must be paid in full prior to the commencement of your session.
If the final balance has not been received by the due date, Reset Fairy reserves the right to postpone the session until payment has been received. Any new date will be subject to availability.
Payment method
Reset Fairy currently accepts payment via bank transfer. Payment details and payment due dates will be provided with your booking confirmation and invoices.
Additional hours
The service fee covers the agreed project timeframe outlined at the time of booking.
If additional time is required on the day and is agreed upon before proceeding, additional time will be charged at $90 per hour and must be paid following the session.
Additional time is subject to availability and is not guaranteed.
Storage products & sourcing
Storage products are not included in the service fee.
Where product sourcing is selected, Reset Fairy will recommend and source storage solutions specifically suited to your space.
All storage products must be paid in full before Reset Fairy purchases any products on your behalf.
Reset Fairy will not purchase products using its own funds.
Once products have been approved and payment has been received, purchases will be made. Product availability and pricing may change prior to purchase, and any changes will be communicated where applicable.
Where possible, products will be purchased from reputable Australian retailers. Reset Fairy is not responsible for delays, discontinued products, stock availability or retailer-related issues outside of its control.
Privacy Policy
Reset Fairy is committed to protecting your privacy. This policy outlines how I collect, use and store your personal information.
What information I collect
When you submit a booking request, complete a client form or contact me via the website, email or phone, I may collect information including your name, email address, phone number, home address and information relevant to providing your service.
How I use your information
Your personal information is used for the purpose of:
Managing and communicating with you about your booking
Planning and delivering your services
Preparing quotes and invoices
Sourcing products for your project
Processing payments
Communicating important information relating to your booking
Maintaining business records
Improving my services and client experience
I will not sell your personal information.
Where necessary to provide my services, your information may be shared with relevant service providers or retailers, for example where required to purchase or deliver products on your behalf.
How I store your information
Your information is stored securely and is only accessible to authorised persons who require it for legitimate business purposes.
I do not store your full payment details such as bank account or card information.
Photos
If before and after photos are taken during your session, these are stored securely and will not be shared publicly without your explicit consent. Please see the Photo & Social Media Policy for more information.
Accessing or deleting your information
You may request access to the personal information Reset Fairy holds about you, or request correction of inaccurate information.
Requests can be made by contacting Reset Fairy directly at [email address].
Requests for deletion will be considered subject to any legal or business record-keeping requirements that apply.
Contact
If you have any questions about this Privacy Policy, please contact Reset Fairy at hello@resetfairy.com.au
Terms & Conditions
By submitting a booking request, paying your deposit or proceeding with a session, you acknowledge that you have read, understood and agreed to these terms and conditions.
Scope of service
The scope of your session will be discussed and agreed upon prior to your booking.
Reset Fairy reserves the right to adjust the scope of a project if, upon arrival, the condition, contents or size of the space differs significantly from what was described or discussed during the consultation.
Any significant changes to the scope or additional services will be discussed with and approved by you before proceeding.
Client participation
Clients are welcome to be present during their session.
All decisions regarding what to keep, donate, relocate or discard remain the client's responsibility. Reset Fairy will not remove, donate or dispose of items without the client's approval.
Decluttering & disposal
Reset Fairy does not remove rubbish, unwanted items or donations from the property unless this has been specifically agreed upon prior to the session.
The client is responsible for the final disposal, donation or removal of unwanted items.
Liability
Reset Fairy takes reasonable care when working within your home. However, Reset Fairy is not liable for:
Pre-existing damage to items, furniture, cabinetry, shelving or surfaces
Normal wear and tear
Damage resulting from items being fragile, defective or already damaged
Damage arising from instructions or decisions approved by the client
Issues arising from products supplied by third-party retailers
Clients are encouraged to remove particularly fragile, valuable or sentimental items from the workspace prior to the session.
Product sourcing
Where product sourcing is selected, products will be recommended based on the information, measurements and requirements available at the time.
All products will be approved by the client before purchase.
Once a product has been approved and purchased, Reset Fairy is not responsible for the product being considered unsuitable due to a subsequent change of preference, changes to the space or inaccurate information supplied by the client.
Where a product is faulty, damaged or incorrect, Reset Fairy will assist with communicating with the relevant retailer where reasonably possible. Any retailer refunds, exchanges or warranties remain subject to the retailer's individual policies.
Product measurements
Clients are responsible for providing accurate measurements and information where measurements cannot be taken by Reset Fairy.
Reset Fairy will take reasonable care when measuring spaces during an in-home consultation; however, clients acknowledge that product suitability can depend on factors such as cabinetry construction, door clearances, plumbing, hinges and other features that may not be visible or measurable at the time.
Payment default
If an amount remains unpaid after its due date, Reset Fairy reserves the right to postpone or cancel the scheduled service until the outstanding amount has been paid.
Any costs or products already purchased specifically for the client's project remain payable by the client.
Right to refuse or end a session
Reset Fairy reserves the right to pause or end a session if the space presents a genuine health, safety or environmental concern that was not disclosed prior to booking.
Where reasonably possible, the issue will be discussed with the client and an alternative plan may be considered.
If the session cannot safely proceed, the booking deposit will be retained.
Changes to terms
These terms and conditions may be updated from time to time. The most current version will always be available on this page.
Photo & Social Media Policy
Taking photos
Reset Fairy may take before and after photos during your session for business records, project documentation and potential marketing purposes, including social media and the Reset Fairy website.
Sharing photos
Reset Fairy will always seek your explicit permission before sharing photos publicly.
You are completely entitled to say no, and this will never affect the quality of service you receive.
Opting out
If you would prefer that no photos are taken during your session at all, please let me know prior to or at the beginning of your session and I will respect your wishes.
Identifiable information
Reset Fairy will take reasonable care to avoid sharing identifiable personal information.
Photos will not intentionally include identifiable information such as family photographs, documents, personal correspondence, addresses or other sensitive information.
Health & Safety Policy
The safety and wellbeing of both my clients and myself is a priority during every session.
Disclosure
To ensure I can plan appropriately for your session, please disclose any relevant information prior to booking, including:
Pets
Known pest infestations
Mould
Significant dust or contamination
Hazardous materials
Unsafe or damaged structures
Any other condition that may affect the safety of the session
Right to pause or end a session
If, upon arrival or during a session, I encounter conditions that present a genuine health or safety risk that were not disclosed prior to booking, I reserve the right to pause or end the session.
This decision will always be handled respectfully and, where possible, I will discuss alternative options with you.
Rebooking following a safety concern
If a session is ended due to a health or safety concern, I am happy to discuss a revised plan and rebook once the relevant issue has been addressed.
The original booking deposit will be retained in this circumstance.