ISLAND SERVICE

POLICIES & TERMS

Last Updated: 1 October 2026

Island Service provides property maintenance, cleaning, rubbish removal, lawn care, garden maintenance, general maintenance, moving assistance, and related services throughout Auckland.

By requesting, booking, or using our services, you acknowledge that you have read and agree to these Policies & Terms.

 

1. BOOKINGS

All bookings must be confirmed by Island Service before work is scheduled.

A booking may require:

• Customer name and contact details
• Service address
• Description of the work required
• Agreed price or estimate
• Preferred date and time
• Deposit, where applicable

Prices and quotes are based on the information provided by the customer. If the actual job is significantly different from the information provided, Island Service may discuss an updated price before carrying out additional work.

 

2. DEPOSITS

A deposit may be required to secure certain bookings.

Where a deposit is required, the amount and payment deadline will be confirmed before the booking is accepted.

• Jobs $1,000 or less: Island Service requires a 30% deposit, with the remaining 70% balance due upon completion.
• Jobs over $1,000: Island Service requires a 50% deposit, with the remaining 50% balance due upon completion.

Deposits are generally non-refundable when a customer cancels within the applicable cancellation period, because Island Service may have reserved workers, equipment, vehicles, materials, and time for the booking.

Refunds will be considered where required by New Zealand law or where Island Service is unable to provide the agreed service.

 

3. CANCELLATION & RESCHEDULING

Customers should provide as much notice as possible if they need to cancel or reschedule a booking.

For bookings requiring a deposit:

48 Hours or More Notice

The deposit may be refunded, subject to any reasonable costs already incurred by Island Service.

Less Than 48 Hours Notice

The deposit may be retained to cover reasonable costs associated with the reserved booking.

Same-Day Cancellation

The deposit may be retained, and reasonable additional costs may apply where agreed and legally permitted.

Failure to Provide Access

If Island Service arrives at the agreed time but cannot access the property because the required access was not provided, the booking may be treated as a cancellation or rescheduling.

Cancellation charges will be reasonable and based on costs or losses incurred by Island Service. They are not intended to operate as a penalty.

Nothing in this policy limits any rights the customer has under New Zealand law.

 

4. PAYMENT TERMS

Unless otherwise agreed in writing, payment is due on the day the service is completed.

Accepted Payment Methods

Island Service accepts:

• Bank transfer
• Cash

Payment instructions and bank account details will be provided on the invoice, booking confirmation, or directly by Island Service.

28-Day Payment Terms

Approved customers, businesses, property managers, landlords, or other organisations may be offered payment terms of up to 28 days from the invoice date.

28-day payment terms are not automatically available to every customer and must be agreed by Island Service before the service is provided.

 

5. OVERDUE PAYMENTS

Invoices must be paid by the agreed due date.

If an invoice remains unpaid after the due date, Island Service may contact the customer to request payment.

Where a late-payment fee or recovery cost has been agreed in writing and is legally permitted, Island Service may charge a reasonable overdue fee or reasonable recovery costs.

Any applicable charge will be clearly stated on the relevant invoice or agreement.

Island Service may suspend further services for customers with overdue accounts until outstanding amounts have been resolved.

 

6. INVOICES & PROOF OF PAYMENT

Invoices may include:

• Customer name
• Service address
• Description of services
• Date of service
• Amount payable
• Deposit paid, where applicable
• Remaining balance
• Payment due date
• Island Service payment details

For bank transfers, customers may be asked to provide proof of payment if the payment has not yet appeared in the Island Service account.

For cash payments, Island Service may provide a receipt or other confirmation of payment.

 

7. QUOTES & ADDITIONAL WORK

Quotes are based on the information available when the quote is prepared.

Additional work that is not included in the original quote may incur additional charges.

Where practical, Island Service will discuss and obtain customer approval before carrying out significant additional work.

If a customer requests additional work, the additional price will be discussed before the work is carried out where reasonably possible.

 

8. PROPERTY ACCESS

Customers must provide safe and reasonable access to the property at the agreed time.

Customers are responsible for informing Island Service about:

• Locked gates or doors
• Alarm systems
• Security requirements
• Pets
• Hazardous areas
• Known property damage
• Underground services
• Restricted areas
• Other conditions that may affect the work

If Island Service cannot safely access or work at the property, the service may need to be postponed or rescheduled.

 

9. CUSTOMER RESPONSIBILITIES

Customers must provide accurate and complete information about the requested work.

Customers must not ask Island Service workers to carry out unsafe, illegal, or unreasonable work.

Customers are responsible for removing valuable, fragile, or personal items from the work area unless otherwise agreed.

Customers must inform Island Service about known hazards or conditions that could affect workers, equipment, or the property.

 

10. CLEANING SERVICES

Cleaning results depend on the condition of the property and the type of cleaning required.

Heavy stains, mould, grease, built-up dirt, damaged surfaces, odours, and other difficult conditions may require additional time, equipment, or specialist treatment.

Island Service cannot guarantee that every stain, mark, odour, or existing surface condition can be completely removed.

Customers with specific cleaning requirements should discuss these requirements with Island Service before the service begins.

 

11. RUBBISH REMOVAL

Rubbish removal pricing may depend on:

• Volume
• Weight
• Type of waste
• Number of loads
• Disposal or tip fees
• Travel distance
• Property access

Hazardous, dangerous, prohibited, or restricted waste will not be accepted unless Island Service is legally authorised and appropriately equipped to handle it.

Additional disposal or tip fees may apply where these costs were not included in the original quote.

Customers must accurately describe the type and approximate amount of rubbish before booking where possible.

 

12. LAWN, GARDEN & PROPERTY MAINTENANCE

For lawn, garden, and general property maintenance services, pricing may depend on:

• Property size
• Condition of the property
• Amount of work required
• Accessibility
• Equipment required
• Disposal requirements

Major tree removal, specialist tree work, hazardous work, or work requiring specialist equipment may require a separate quote or appropriately qualified contractor.

 

13. PLUMBING & BUILDING WORK

Island Service may provide basic or general maintenance services.

Where work requires a licensed or registered trade, specialist certification, building consent, or another legal requirement, Island Service may decline the work or arrange for an appropriately qualified contractor where available.

Customers will be informed where specialist or licensed work is required.

Island Service will not carry out work that it is not legally permitted or appropriately qualified to perform.

 

14. MOVING & REMOVAL ASSISTANCE

Moving assistance may include helping customers move furniture, household items, rubbish, or other agreed items.

Customers must inform Island Service about:

• Large or heavy items
• Stairs
• Narrow access
• Long carrying distances
• Difficult parking
• Fragile items
• Items requiring special handling

Island Service may decline to move items that are unsafe, excessively heavy, hazardous, or unsuitable for the available equipment or vehicle.

 

15. WEATHER & UNSAFE CONDITIONS

Outdoor work may be postponed where weather or site conditions make the work unsafe or could reasonably result in damage.

This may include:

• Heavy rain
• Strong winds
• Flooding
• Lightning
• Unsafe ground conditions
• Other hazardous conditions

Island Service will work with the customer to arrange another suitable time where reasonably possible.

 

16. PROPERTY DAMAGE

Island Service takes reasonable care when carrying out services.

If accidental damage occurs, the customer should notify Island Service as soon as reasonably possible so the matter can be investigated.

Island Service will not accept responsibility for:

• Pre-existing damage
• Hidden defects
• Normal wear and tear
• Damage resulting from inaccurate or incomplete information provided by the customer
• Damage caused by circumstances outside Island Service’s reasonable control

Nothing in these terms excludes or limits rights or remedies that cannot legally be excluded or limited under New Zealand law.

 

17. PHOTOS & JOB RECORDS

Island Service may take photographs of work areas before, during, or after a job for legitimate business purposes, including:

• Recording the condition of the property
• Documenting completed work
• Preparing quotes
• Resolving disputes
• Maintaining internal business records

Photos will not be publicly used for advertising or promotional purposes without appropriate permission.

 

18. EMPLOYEES, CONTRACTORS & SUBCONTRACTORS

Island Service may use employees, contractors, or subcontractors to complete services where appropriate.

Island Service will remain responsible for managing the agreed service and ensuring the work is carried out appropriately.

 

19. CUSTOMER SATISFACTION & COMPLAINTS

If you are unhappy with a service provided by Island Service, please contact us as soon as possible.

We will review the matter and, where appropriate, discuss a reasonable solution.

Depending on the circumstances, a resolution may include:

• Returning to inspect the work
• Correcting an identified issue
• Re-performing part of the service
• Providing another appropriate remedy

Customers retain any rights available to them under the New Zealand Consumer Guarantees Act, where applicable.

 

20. CONSUMER GUARANTEES ACT

Nothing in these Policies & Terms is intended to exclude, restrict, or override any rights that cannot legally be excluded or restricted under New Zealand law.

Where the Consumer Guarantees Act 1993 applies, Island Service will comply with its requirements.

Services will be provided with reasonable care and skill and in accordance with applicable legal requirements.

Consumer information: Consumer Protection, New Zealand Government.

 

21. PRIVACY POLICY

Island Service may collect information including:

• Name
• Phone number
• Email address
• Service address
• Booking details
• Payment and invoice information
• Information reasonably required to provide the requested service

This information may be used to:

• Respond to enquiries
• Provide services
• Arrange bookings
• Issue invoices
• Communicate with customers
• Maintain business records
• Meet legal obligations

Island Service will take reasonable steps to keep personal information secure and will only use or disclose personal information for appropriate purposes.

Customers may request access to or correction of their personal information, subject to applicable law.

This policy is intended to operate consistently with the Privacy Act 2020.

Privacy information: Office of the Privacy Commissioner, New Zealand.

 

22. CHANGES TO THESE POLICIES

Island Service may update these Policies & Terms from time to time.

The version published on the Island Service website will be the current version for future bookings and services.

Any changes will not remove or limit rights that customers have under applicable New Zealand law.

 

CONTACT ISLAND SERVICE

ISLAND SERVICE

Phone: 021 825 213
Email: yuansagatu2@gmail.com
Service Area: Auckland, New Zealand

For bookings, quotes, cancellations, rescheduling, complaints, payment enquiries, or questions regarding these Policies & Terms, please contact Island Service directly.

Thank you for choosing Island Service.

Reliable Service • Quality Work • Professional Care