Hoarder Cleaning
Terms & Conditions
TERMS AND CONDITIONS OF USE BETWEEN THE SERVICE PARTNER AND THE CUSTOMER
Last updated 1 September 2025
PLEASE READ THESE TERMS CAREFULLY BEFORE USING THE SKITTERBLINK SERVICES. YOUR CONTINUED USE OF SKITTERBLINK SERVICES SHALL CONSTITUTE YOUR ACKNOWLEDGMENT AND ACCEPTANCE OF THESE TERMS AND CONDITIONS.
These terms contain provisions (highlighted below) which limit SKITTERBLINK’S AND THE SERVICE PARTNER’S exposure to legal liability. Some of these provisions do have the effect of limiting your rights in law and conferring obligations on you by virtue of your agreement to these terms.
Nothing in this Agreement is intended to or must be understood to unlawfully restrict, limit or avoid any rights or obligations, as the case may be, created in terms of the Consumer Protection Act, 2008, to the extent that such legislation is applicable.
Important clauses, which may limit SKITTERBLINK’S AND/OR THE SERVICE PARTNER’S responsibility or involve some risk for you, are reflected in bold and italics or are highlighted. You agree to pay special attention to these clauses.
SKITTERBLINK MAY AMEND THESE TERMS FROM TIME TO TIME. AMENDMENTS WILL BE EFFECTIVE UPON SKITTERBLINK’S POSTING OF SUCH UPDATED TERMS ON THE SKITTERBLINK WEBSITE. YOUR CONTINUED USE OF THE SKITTERBLINK SERVICES AFTER SUCH POSTING CONSTITUTES YOUR CONSENT TO BE BOUND BY THE TERMS, AS AMENDED.
1. INTRODUCTION
1.1 “We”, “us” or “our/s” means the Service Partner selected to perform the service to you.
1.2 “You” or “your” means the Customer.
1.3 This contract explains the rights, duties and responsibilities of both the Customer and the Service Partner and is binding on both parties.
1.4 Hoarder cleaning of property may be risky due to hidden hazards, vermin, biohazards, and structural instability. Please pay special attention to clause 7 and 9. Our liability for loss or damage is limited.
- Delays beyond our control (e.g. waiting for access, contractors, police clearance).
2. THE HOARDER CLEANING SERVICES TO BE RENDERED
2.5 We reserve the right not to continue with the job if premises are unsafe, structurally unsound, or if there is interference in the work by the Client or others.
2.1 We agree to provide hoarder cleaning services to you on the date/s and at the address specified by you, specifically and limited to the Quotation / Pro-Forma Invoice agreed with you.
2.2 Services may include:
- Initial disinfection / biohazard cleaning to allow safe access.
- Sorting and categorisation of items (with Client input where possible).
- Removal and safe disposal of waste, debris, hazardous or contaminated materials, animal remains and vermin-infested items.
- Deep cleaning, sanitisation, and disinfection of the premises.
- Pest control services where required.
- Optional follow-up care such as weekly maintenance cleaning or referrals to external services.
2.3 Unless otherwise agreed, we shall provide all necessary PPE, tools, chemicals, and other materials required. The costs will be indicated in the quotation provided.
2.4 All services are performed by trained operators. Services are supervised, but this does not mean the supervisor remains onsite for the full duration. Supervisors inspect services before completion if not present.
3. ESTIMATED QUOTATION / PAYMENT
3.1 Our quotation is valid for 10 days, provided that payment is made and resources are available.
3.2 100% payment is required upfront before commencement of services. Proof of payment (POP) must be provided to Skitterblink by email or WhatsApp.
3.3 Payment options include EFT, POS card machine, or cash (10% surcharge). Card payments incur a 3.5% surcharge.4. BANKING & PAYMENT DETAILS
4.1 The Skitterblink banking account details will be supplied on the official invoice submitted to you.
4.2 Proof of payment (POP) must be submitted to the Skitterblink office before service.
4.3 Clients may be requested to complete a Rating Card within 48 hours after completion. If no feedback is provided, services will be deemed accepted.
4.3 Clients may be requested to complete a Rating Card within 48 hours after completion. If no feedback is provided, services will be deemed accepted.
5. ADDITIONAL ITEMS AND CHARGES
5.1 Additional items not included in the quotation must be approved by the Client and will be charged separately.
5.2 Waiting time: Teams will wait for 30 minutes for access. Thereafter, the time will be billed as service time.
5.3 Non-access (locked gates, security refusal, etc.) will be regarded as a completed service and billed accordingly.
5.4 Additional charges may apply if:
- Quotation amended due to unforeseen conditions onsite (e.g. concealed hazards, infestation, structural risk).
- Excessive waste, carcasses, or biohazards require more PPE, chemicals, or disposal containers.
6. CANCELLATION OR POSTPONEMENT OF THE SERVICES
6.1 No cancellation fee will be charged if the service is postponed or cancelled at least 24 hours in advance.
6.2 No cancellations or termination notices will be accepted during October, November, or December. Services during these months remain payable in full.7. CLIENT RESPONSIBILITIES
7.1 Provide safe and suitable access to the property and affected areas, including electricity and water supply.
7.2 Ensure alarms, keys, or remotes are provided with clear instructions. We are not responsible for lost keys, remotes, or triggered alarms.
7.3 Prepare the property by securing valuables, documents, heirlooms, and sentimental items before work begins. Skitterblink cannot be held liable for items later alleged to be missing, stolen or damaged, as they may be hidden or intermixed with waste.
7.4 Arrange and pay for any parking or entry fees necessary for access.
7.5 Ensure no interference by children, pets, or contractors. We are not responsible for re-cleaning when other contractors are onsite.
7.6 The Client (or authorised representative) must remain available for decisions during sorting. If not, we may proceed with disposal of items deemed waste, contaminated or unsafe.
7.9 The Client, or an authorised representative such as a family member, therapist, or social worker, must be present onsite during the sorting and disposal of items. If no representative is available, Skitterblink may proceed, but the Client accepts full responsibility for the disposal of items and no claims will be entertained for items alleged to have been wrongly discarded.
7.8 The Client must secure valuables, cash, jewellery, electronics, and important documents before commencement. Any items later alleged to be missing, stolen, or damaged, which were concealed under hoarded materials, shall not be the responsibility of Skitterblink.
7.7 The Client consents to electronic communication and processing of personal data per the POPI Act.8. IF THERE IS A PROBLEM WITH THE SERVICES
8.1 All complaints must be submitted in writing to the Admin Office and/or the Customer Care & Sales Consultant (via email or site visits). Verbal complaints will not be accepted.
8.2 Theft or breakages must be reported within 24 hours in writing. Official Skitterblink procedures apply.
8.3 Skitterblink, as employer, cannot be held liable for unlawful acts or misconduct of employees.9. OUR LIABILITY FOR LOSS OR DAMAGE
9.1 We are liable for damages only if caused directly by our negligence, limited to 50% of the invoiced service fee.
9.2 We are not liable for: pre-existing wear and tear, building defects, hidden hazards, vermin, infestation, mould, inherent faults, damage caused by or relating to flooding, sewerage contamination, fire, soot, smoke residue, or structural weaknesses, theft/hijacking/break-ins (except negligence with keys), or consequential losses.
9.3 If keys are lost due to our negligence, we will replace them.
9.4 Force Majeure: Skitterblink shall not be liable for delays or failure due to events beyond their control (acts of God, pandemics, strikes, riots, floods, load-shedding, etc.).
9.5 Insurance: Skitterblink insures staff under COIDA. The Client must insure property and assets.
10. CONFIDENTIALITY AND NON-DISCLOSURE
10.1 Both parties agree not to disclose confidential information (methods, processes, client details, finances, etc.).
10.2 The Client consents to Skitterblink processing data per the POPI Act and Privacy Policy (www.skitterblink.co.za).
10.3 The Client consents to Skitterblink performing credit checks and using national credit bureau databases for collections/tracing.
10.4 The Client consents to receive communications via SMS, WhatsApp, and email (invoices, notices, newsletters, promotions).
10.5 These obligations survive termination of the agreement.
10.6 The Service Partner undertakes to perform the Services with discretion, dignity and confidentiality given the sensitive nature of hoarder cleaning.