Terms of Service

TerraCelest Group of Companies (PTY) LTD is a South African residential cleaning services business operating under the trading name TerraCelest.

Our principal business address is 6690 Mala Street, Daveyton, Benoni, 1520, Gauteng, South Africa.

Our services are primarily intended for residential customers within Ekurhuleni East and surrounding areas where TerraCelest confirms service availability.

TerraCelest provides residential cleaning services. Depending on availability and the customer's requirements, these may include:

• Standard Cleaning
• Deep Cleaning
• Move-In Cleaning
• Move-Out Cleaning
• Recurring Cleaning

The precise scope of work depends on the service selected, the property, the condition of the premises, and any additional requirements agreed before the service begins.

Submitting a booking request does not automatically create a confirmed appointment. A booking becomes confirmed only when TerraCelest has communicated confirmation through an approved customer communication channel.

Availability may depend on location, date, time, personnel availability, property requirements and other operational considerations.

Customers are responsible for providing accurate and complete information when making a booking.

This may include the customer's name, contact information, address, selected service, preferred date and time, property details and any information reasonably required to deliver the service safely and correctly.

TerraCelest may contact the customer where clarification is required before a booking can be accepted.

Prices displayed on the TerraCelest website, application, booking interface or other approved channel may represent advertised, starting or reference prices and may not necessarily constitute a final quotation for a particular property.

The final price may depend on the service selected, property requirements, size, condition, requested scope and any additional services specifically agreed with the customer.

Where TerraCelest provides a quotation or confirmed price, that price will apply subject to the conditions stated in the quotation and any applicable law.

Payment must be made using a payment method made available and approved by TerraCelest.

A booking may remain unconfirmed until any required payment or deposit has been successfully received, where such payment requirement has been communicated to the customer.

Customers should retain proof of payment until the service has been completed.

TerraCelest may conduct bookings, confirmations, communications and other transactions electronically.

Electronic communications may include website forms, application interfaces, email, WhatsApp and other approved communication channels.

Electronic transactions are intended to comply with the Electronic Communications and Transactions Act 25 of 2002 (“ECT Act”) and other applicable South African legislation.

Customers should provide as much notice as reasonably possible when cancelling or requesting a change to a confirmed booking.

Where a cancellation fee is applicable, TerraCelest will take into account the nature of the service, the amount of notice provided, the opportunity to allocate the booking to another customer and other circumstances relevant to the cancellation.

Any cancellation charge must be reasonable and consistent with applicable South African consumer protection law.

Recurring cleaning arrangements may be available where TerraCelest confirms such an arrangement with the customer.

Recurring services may be subject to separate booking details concerning frequency, dates, payment and cancellation.

Nothing in these Terms removes any cancellation, termination or other rights that a consumer may have under the Consumer Protection Act 68 of 2008 (“CPA”).

TerraCelest may cancel, postpone or reschedule a booking where reasonably necessary, including where there is an operational problem, unsafe condition, personnel issue, severe weather, emergency, access problem or other circumstance outside our reasonable control.

Where TerraCelest cancels a paid booking and no alternative arrangement is accepted by the customer, any refund or other remedy will be handled in accordance with the applicable agreement and South African consumer law.

The customer must ensure that authorised TerraCelest personnel can safely access the property at the agreed time.

Where a customer is not present, the customer remains responsible for providing agreed access instructions, keys, access codes or other lawful means of entry.

TerraCelest should not be expected to bypass security systems, force entry or enter a property without lawful authorisation.

Customers must provide a reasonably safe working environment and must inform TerraCelest of any condition that may create a material safety risk.

Customers should remove or secure fragile, valuable, hazardous or highly personal items before cleaning begins.

Cleaning results may be affected by the existing condition of a property, including heavy staining, neglected areas, accumulated dirt, mould, grease, damaged surfaces, permanent discolouration and deterioration.

TerraCelest does not guarantee that every stain, mark, odour or condition can be completely removed.

TerraCelest may use cleaning products and equipment appropriate to the service being performed.

Customers must disclose known allergies, sensitivities, chemical restrictions, special surface requirements or other relevant information before the service begins.

TerraCelest may decline to use a product or perform a task where doing so would create an unreasonable safety risk or where the requested method is unsuitable for the surface.

TerraCelest is committed to conducting its services with appropriate regard for health and safety.

Customers must disclose known hazards, dangerous animals, unsafe access routes, hazardous substances, exposed electrical risks, structural concerns or other conditions that may reasonably affect safe service delivery.

TerraCelest may refuse or stop work where conditions present an unreasonable risk to personnel or other persons.

Customers must disclose the presence of pets or other animals where their presence may affect cleaning operations or safety.

Customers remain responsible for controlling animals and preventing them from interfering with personnel, equipment or cleaning products.

Customers should secure cash, jewellery, documents, electronics, medication and other valuables before the cleaning service begins.

Customers should also identify fragile or unusually delicate items that require special handling.

If a customer believes that property has been damaged or an item has been lost during a service, the customer should notify TerraCelest as soon as reasonably possible and provide relevant details and supporting evidence where available.

TerraCelest will investigate complaints fairly and in accordance with applicable law.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limits any consumer right provided by applicable South African legislation.

Customers should inform TerraCelest about known damage, defects, weak surfaces, loose fixtures, existing stains or other conditions before cleaning begins.

TerraCelest may document relevant pre-existing conditions where reasonably necessary to establish the condition of the property before service.

TerraCelest aims to provide services with reasonable care, skill and professionalism.

If a customer is dissatisfied with a service, the customer should contact TerraCelest promptly and explain the issue clearly so that it can be investigated and, where appropriate, remedied.

Complaints should include the booking details, date of service, relevant property information, the nature of the complaint and any photographs or other supporting evidence available.

TerraCelest will consider complaints in good faith and will communicate with the customer regarding the outcome where appropriate.

TerraCelest recognises the rights and protections provided to consumers under the Consumer Protection Act 68 of 2008.

Nothing in these Terms is intended to waive, remove, restrict or unlawfully limit a right or remedy that applicable consumer protection legislation gives to a customer.

Where South African law provides a customer with a cancellation, cooling-off or other statutory right, TerraCelest will honour that right to the extent that it applies to the relevant transaction and service.

Certain statutory rights may depend on the circumstances of the transaction, how the agreement was concluded, whether the service has commenced and other requirements contained in applicable legislation.

Where a recurring or fixed-term consumer arrangement constitutes a consumer agreement governed by the CPA, applicable statutory cancellation and termination rights will apply.

TerraCelest will not rely on a contractual provision to remove a mandatory consumer right.

TerraCelest may collect and process personal information required to provide services, communicate with customers, process bookings and payments, maintain records, handle complaints, improve services and comply with legal obligations.

Personal information will be processed in accordance with the Protection of Personal Information Act 4 of 2013 (“POPIA”) and other applicable law.

Customers may have rights relating to their personal information, including rights to request access, correction or deletion where legally applicable.

TerraCelest may communicate with customers regarding bookings, appointments, payments, service changes, complaints, support requests and other matters relating to the customer's relationship with TerraCelest.

Communications may be sent through approved channels supplied or selected by the customer.

Customers must use TerraCelest websites, applications, booking systems and digital services lawfully and responsibly.

Customers must not attempt to interfere with the operation of the service, gain unauthorised access, introduce malicious code, abuse booking systems or use the platform for fraudulent purposes.

TerraCelest may provide an AI-powered customer-care assistant to help customers obtain general information, navigate services and communicate with TerraCelest.

AI-generated information is intended to assist customers and does not replace a formal quotation, confirmed booking, legal advice, financial advice or a decision made by an authorised TerraCelest representative.

Where a matter is uncertain, sensitive, disputed or outside the AI assistant's approved information, the matter may be referred to human customer support.

TerraCelest aims to keep its website, application, service descriptions and pricing information accurate.

However, information may occasionally require updating, correction or confirmation.

Customers should rely on the latest confirmed quotation, booking confirmation or direct communication from TerraCelest where information differs.

TerraCelest may use third-party service providers for functions such as payment processing, communications, hosting, technology, analytics or other operational requirements.

Where third-party services process personal information, appropriate legal and contractual requirements will apply as required by applicable law.

Where a third-party payment provider is used, the payment may also be subject to that provider's terms, policies and security procedures.

TerraCelest does not request customers to provide passwords, PINs or other confidential banking credentials through ordinary customer-support conversations.

TerraCelest services are not emergency, medical, security or law-enforcement services.

Customers should contact the appropriate emergency service or public authority where an immediate threat to life, health, safety or property exists.

TerraCelest may decline work that would require personnel to undertake activities that are unlawful, materially unsafe, unsuitable for available equipment or outside the agreed scope of service.

This may include circumstances involving dangerous substances, unsafe structures, serious electrical hazards, aggressive animals or other significant risks.

Where a customer voluntarily provides keys, access codes or other information necessary for entry, the customer should provide only information reasonably necessary for the agreed service.

Customers should notify TerraCelest promptly if access information changes or should no longer be used.

Customers remain responsible for children, elderly persons, vulnerable persons and other occupants present at the property during a cleaning service.

TerraCelest personnel should not be expected to provide childcare, personal care, supervision or other services outside the agreed cleaning scope.

Customers should clearly identify areas or items that must not be cleaned or moved.

TerraCelest may avoid handling particularly fragile, hazardous or highly valuable items where special expertise or equipment is required.

Where reasonably necessary for service administration, quality control, incident investigation or complaint handling, photographs may be taken of relevant areas or property conditions.

TerraCelest will handle personal information and photographs in accordance with applicable privacy requirements.

Unless otherwise stated, TerraCelest's branding, logos, website content, software interfaces, text, graphics, designs and other original materials remain the property of TerraCelest or their respective rights holders.

Customers may not reproduce, distribute, modify or use TerraCelest intellectual property for commercial purposes without appropriate permission.

TerraCelest will treat customer information appropriately and will not intentionally disclose confidential customer information except where required for legitimate business purposes, service delivery, legal compliance, safety, dispute resolution or as otherwise permitted by law.

TerraCelest does not exclude or limit any liability where such exclusion or limitation would be prohibited by South African law.

Any limitation of liability contained in these Terms must be interpreted subject to applicable consumer protection legislation, including mandatory rights and remedies under the CPA.

TerraCelest will consider claims and incidents fairly based on the facts, evidence, applicable agreement and applicable law.

Customers must not knowingly provide materially false or misleading information about the property, service requirements, access arrangements, hazards or other circumstances relevant to service delivery.

Where inaccurate information materially affects the ability to safely or properly perform the service, TerraCelest may pause, modify or decline the service where reasonably necessary.

TerraCelest will not be responsible for delays or inability to perform caused by circumstances genuinely outside its reasonable control, including severe weather, public emergencies, infrastructure failures, transport disruptions, security incidents or other comparable events.

Where such circumstances occur, TerraCelest will make reasonable efforts to communicate with affected customers and, where practical, offer an alternative arrangement.

Nothing in these Terms is intended to exclude, waive or unlawfully restrict any right, protection, remedy or obligation that cannot legally be excluded under South African law.

TerraCelest may update these Terms from time to time to reflect changes to its services, technology, operations or applicable legal requirements.

The latest version published through an official TerraCelest channel will identify the applicable update date.

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be affected only to the extent necessary, and the remaining provisions will continue to operate to the extent permitted by law.

These Terms, together with any applicable quotation, booking confirmation, service-specific terms, privacy notice and other documents expressly incorporated into the customer's agreement, form the contractual framework applicable to the relevant service.

References to “customer”, “you” or “your” refer to the person or entity obtaining or using TerraCelest services.

References to “TerraCelest”, “we”, “us” or “our” refer to TerraCelest Group of Companies (PTY) LTD.

These Terms are governed by the laws of the Republic of South Africa.

The parties submit to the jurisdiction of the South African courts and other legally competent dispute-resolution mechanisms, subject always to any consumer rights or jurisdictional protections provided by applicable law.

TerraCelest encourages customers to raise concerns with us first so that reasonable efforts can be made to resolve disputes directly.

Nothing in this process prevents a consumer from exercising a statutory right to approach an appropriate regulator, ombud, tribunal, court or other competent authority.

Customers can contact TerraCelest through the official customer-support channels made available by TerraCelest.

WhatsApp customer support: 084 864 2597

Customers should avoid sending passwords, banking PINs, one-time passwords or other highly confidential security credentials through customer support.

The principal legislation relevant to the operation of TerraCelest's customer relationships may include the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, the Protection of Personal Information Act 4 of 2013, applicable occupational health and safety legislation and other legislation or regulations applicable to the particular transaction.