Residential Customer Terms

Part 1 · Frequently Asked Questions

Why is my quote "approximate"?

When we quote, we're giving you our best estimate based on the information and photos provided at the time of booking. We're pretty good at it — but we're also dealing with nature, and she can be temperamental.

There are things we simply can't see until we're on site: what's beneath the ground, what's hiding behind the front-facing foliage, and the plants that have somehow taken on a life of their own since you booked.

What might change the price on the day?

• Overgrowth, or a bigger crop of weeds than expected
• Trickier or more stubborn plants and roots
• Access issues we couldn't account for — locked gates, play equipment left out, or dog mess that hasn't been picked up

If a job is going to cost more than quoted, we'll talk to you before we go ahead — no surprise bills.

What happens when it rains?

Good question — and one we get a lot. Here's the short version: we don't mow on wet grass, and there are good reasons for that.

Why wet mowing is a bad idea:

• Wet blades are heavier and lie flat, so the mower rolls over them instead of cutting cleanly
• Soggy ground plus the weight of the mower can damage your lawn's root system

What about my schedule?

Thanks for your flexibility here — it genuinely helps. We want to look after your garden and our people. If your mow falls on a rainy day, we'll move it to a dry one (sometimes that means earlier, since we keep an eye on the forecast).

If you've got upcoming garden work that actually suits wet weather, we may bring it forward onto the rainy day — freeing up a future dry day for the mows we've had to shuffle. Rest assured, we'll keep your garden well looked after in every season.

How does my regular service work?

Most of our clients are on a recurring run — usually fortnightly — and we schedule you on a set day that suits the route in your area. Keeping things clustered by suburb means we spend less time driving and more time on your garden, keeping overall costs down for everyone.

Want to add a one-off tidy-up, a hedge trim, or some seasonal work on top of your regular mow? Just let us know and we'll fit it in.

What do you need from me on the day?

Not much — just a clear run at the job. To help us get in and get it done:

• Please unlock side gates, or let us know the code
• Secure any dogs, and pick up after them where we'll be working
• Move cars, bins, toys, or furniture off the areas you'd like done

If we can't safely access part of the property, we'll do what we can, let you know, and pick up the rest next time.

How and when do I pay?

For regular services, we'll send your invoice once the job's done, and payment is due by the next day. You can pay by bank transfer or card — the details are right there on the invoice, so take your pick.

If something's ever unclear on an invoice, just give us a yell and we'll sort it.

What if I need to skip or cancel a visit?

Life happens — no problem. We just ask for at least 48 hours' notice so we can re-jig the run and offer your spot to someone else. A quick call or email is all it takes.

Heads up: if you cancel with less than 48 hours' notice, or we turn up and can't access the property, a call-out fee may apply — because the team and the time were already booked in for you.

Can I pause or stop my service?

Of course. There's no lock-in contract — you're with us because you want to be.

Winter slow-down? Heading away for a while? We're happy to pause your service and pick it back up when you're ready. If you'd like to stop altogether, just let us know before your next scheduled visit.

What about bigger projects and makeovers?

Not everything we do is a regular mow. We also take on garden makeovers and landscaping projects — turfing, garden beds, retaining walls, the works. These run a little differently to your fortnightly visit, so here's what to expect.

A deposit to get started. For project work, we ask for a deposit upfront to lock in your spot and cover materials, with the balance due on completion. We'll set it all out clearly before any work begins.

Changes along the way. Gardens have a habit of revealing surprises once we get stuck in, and sometimes you'll want to add or change something as you see it come together. Either way, we'll agree any change to the scope or price with you before we carry it out.

Timeframes. We'll give you an estimated start and finish, but weather, ground conditions, and material supply can shift things. We'll always keep you in the loop if dates need to move.

One point of contact — always. Bigger jobs sometimes call for a specialist — a qualified trade or a trusted partner — to handle part of the work. When that happens, we manage them and the whole project for you. You deal with us, start to finish, and we stand behind every part of the job as if we'd done it ourselves.

Will I be happy with the work?

That's the plan! Our name goes on every job, so we want it done right. If something's not up to scratch, tell us within 48 hours of the visit and we'll come back and sort it — no fuss. Taking pride in the green outdoors isn't just a tagline for us.

How do I give feedback about the work?

We're always keen to hear how we're going — as often as you like! Knowing what you prefer helps us manage your garden and keep your outdoor spaces healthy and looking their best.

You can chat to your operator on the day, call the office on 1300 107 848, or email us at hello@jackfruit.group. A real person will respond.

Tell us what didn't go to plan, leave instructions for an upcoming job, or share a bit of praise for your operator — it all helps, and it's all welcome.

We're proud of our work and love showing it off — so we may photograph a finished job for our website or socials. We'll never include anything that identifies you or your address, and if you'd rather we didn't, just say the word.

Part 2 · The Service Terms

These terms apply to all services provided by Jackfruit Home & Garden Pty Ltd (ABN 75 698 048 421). By booking a service with us, you agree to them.

1. Quotes & pricing

• Quotes are an estimate based on the information and images available at the time, and may be adjusted on site where actual conditions differ. Where a job will exceed the quoted price, we'll seek your approval before proceeding.
• A minimum job charge applies. Overgrown lawns or first visits may be charged at a premium rate to reflect the additional work involved.
• All prices are quoted exclusive of GST.

2. Payment terms

• For regular services, invoices are issued on completion of the service and are payable the following day unless otherwise agreed in advance.
• Larger projects usually require a deposit, and then payment on completion.
• Payment can be made by bank transfer or card, using the details shown on your invoice.
• We'll always send friendly reminders for any outstanding amount. Payments overdue by 7 days or more may be liable to interest and/or late payment fees.
• We may pause future services while an account remains unpaid.

3. Cancellations & changes

• For regular services, please give at least 48 hours' notice to skip, reschedule, or cancel a scheduled visit.
• Cancellations with less than 48 hours' notice, or visits where we cannot access the property, may incur a call-out fee.
• Recurring services have no lock-in period. You may pause or end your service at any time by letting us know before your next scheduled visit.
• We may reschedule visits due to weather or other circumstances beyond our control, and will keep you informed where we do.

4. Access & your responsibilities

• Please ensure safe, clear access to the areas to be serviced, including unlocking gates and securing pets.
• You confirm that you own the property, or are authorised to arrange work on it.
• Please let us know about anything we can't see — irrigation lines, buried cables, hidden taps, fragile or valued plantings, or any known hazards on the property.

5. Our liability

• We take real care on every job and carry public liability insurance. In the unlikely event we damage something through our negligence, we'll make it right.
• We aren't responsible for damage to items or services that weren't disclosed to us — such as concealed irrigation, cabling, or pre-existing faults — where we couldn't reasonably have known about them.
• Nothing in these terms limits any rights you have under the Australian Consumer Law.

6. Privacy

• We collect only the information we need to provide your service and manage your account. We handle it in line with our Privacy Policy, available on request.

7. Changes to these terms

• We may update these terms from time to time. If we make a meaningful change — including to pricing — we'll give you reasonable notice beforehand.

8. Project & landscaping work

• Garden makeovers and landscaping projects are quoted as a defined scope of work. For these jobs, a deposit is payable upfront to confirm the booking and cover materials, with the balance payable on completion.
• Any change to the agreed scope or price — whether at your request or because site conditions differ from the quote — will be agreed with you before that work is carried out.
• Project start and completion dates are estimates given in good faith. We aren't liable for delays caused by weather, ground conditions, material supply, or other factors beyond our reasonable control, and will keep you informed where timelines change.

9. Specialists & subcontractors

• We may engage qualified specialists or trusted partners to deliver part of a job. Where we do, we manage them and the project on your behalf.
• Jackfruit Home & Garden remains your single point of contact and is responsible to you for the work as a whole, including any part carried out by a specialist or partner.

10. Our service guarantee

• If you're not satisfied with the standard of our work, let us know within 48 hours of the visit and we'll return to put it right at no extra charge. This guarantee covers the quality of our workmanship and is in addition to your rights under the Australian Consumer Law.

11. Photos & marketing

• We may take photographs of completed work and use them to promote our business, including on our website and social media. We won't publish images that identify you or your address, and you can opt out at any time by letting us know.

12. Biosecurity

• Parts of the Moreton Bay region fall within fire ant biosecurity zones. To help stop the spread, we follow Biosecurity Queensland requirements for the movement of soil, mulch, turf, and green waste. This may occasionally affect how or when certain materials can be brought in or taken away, and we'll let you know if it does.

Thanks for choosing Jackfruit Home & Garden. We're pleased to care for your green spaces.