Nestico Customer Terms & Conditions

1. About Nestico

Nestico helps residents, families and other customers arrange non-medical housekeeping and light household assistance through vetted independent contractors.

Nestico coordinates enquiries, bookings, contractor onboarding, payment support, service standards and customer support.

Nestico is not a medical, nursing, personal-care or home-care provider.

2. Our Contractors

Services arranged through Nestico are carried out by independent contractors who have completed Nestico's onboarding and vetting requirements.

Contractors are not employees of Nestico.

Nestico takes reasonable steps to assess contractors before approving them for bookings. This may include identity checks, right-to-work checks, references and police or background checks.

Where possible, we will try to provide the same contractor for regular bookings, but we cannot guarantee that a particular contractor will always be available.

3. Services We Arrange

Services may include:

• general household cleaning;
• vacuuming, dusting and tidying;
• bathroom and kitchen cleaning;
• laundry, folding and changing bed linen;
• light household organisation;
• agreed grocery shopping or light errands; and
• other similar non-medical household assistance agreed in advance.

Friendly conversation and companionship may naturally occur while household services are being provided.

The exact tasks for a booking may be agreed with the customer before or at the beginning of the service.

4. Services We Do Not Provide

Nestico services do not include:

• personal care, including showering, toileting, dressing or feeding;
• medication assistance;
• nursing, medical advice, wound care or clinical monitoring;
• emergency medical or healthcare services;
• lifting, transferring or physically supporting a person;
• handling significant amounts of cash;
• online banking or financial transactions;
• assistance with wills, powers of attorney or other legal documents;
• heavy lifting;
• dangerous cleaning or working at height;
• pest control, hazardous substances or mould remediation;
• property maintenance or trade services; or
• transporting customers unless Nestico has separately approved the service.

A contractor may decline or stop a task that they reasonably believe is unsafe, outside the agreed service scope or inappropriate.

5. Bookings

Customers may request one-off or recurring services.

A booking is confirmed when Nestico confirms the date, approximate time, service requirements, price and contractor allocation.

Bookings are subject to contractor availability.

Nestico may need to change the contractor or agreed booking time because of illness, availability or circumstances outside our reasonable control. We will try to give you as much notice as reasonably possible.

6. Prices

Unless otherwise agreed with you:

• Standard customer rate: $40 per hour
• Minimum booking: 3 hours

We will tell you about any different or additional charges before confirming the relevant booking.

All prices will be stated in New Zealand dollars.

7. Payment

Payment must be made using a payment method approved by Nestico.

Depending on the arrangements offered at the time, this may include bank transfer, invoice, payment link or another approved payment method.

You are responsible for paying all amounts properly due for completed services.

8. Cancellations and Changes

Please provide at least 24 hours' notice if you need to cancel or change a booking.

If less than 24 hours' notice is provided, Nestico may charge a reasonable cancellation fee where a contractor has already been allocated or costs have reasonably been incurred.

Any cancellation fee will be communicated to you before it is charged.

If Nestico or the contractor cancels a booking and we cannot arrange a suitable alternative, you will not be charged for services that were not provided.

9. Your Responsibilities

You agree to:

• provide accurate information about the service required;
• provide reasonable and safe access to the property;
• tell Nestico about relevant hazards, pets, alarms, access requirements or other matters that could affect the service;
• tell us about relevant mobility or safety considerations where necessary for safe service delivery;
• secure valuable items, medicines, sensitive documents and fragile belongings where reasonably practical;
• treat contractors respectfully;
• comply with applicable retirement village or property access requirements; and
• not ask a contractor to perform excluded or unsafe services.

10. Keys and Property Access

If you provide Nestico or a contractor with keys, access codes, lockbox details or other access information, these may only be used for providing the agreed service.

You are responsible for ensuring that you have authority to provide those access arrangements.

Nestico and contractors will take reasonable care when using keys and access information.

11. Retirement Villages and Other Properties

Your agreement is with Nestico unless otherwise expressly agreed in writing.

A retirement village, body corporate, residents committee, property manager or housing provider does not become responsible for Nestico's services merely because it introduces Nestico, permits advertising or allows contractors to enter the property.

You are responsible for ensuring that outside service providers are permitted at your property and for complying with applicable access and security requirements.

12. Service Quality

Nestico and contractors will use reasonable care and skill in arranging and providing services.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you have under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or any other New Zealand law where those rights cannot lawfully be excluded or restricted.

13. Complaints and Problems

Please contact Nestico as soon as reasonably possible if:

• you are unhappy with a service;
• a booking is missed;
• property is damaged;
• you have a concern about a contractor;
• an item appears to be missing; or
• a health or safety incident occurs.

We may ask you and the contractor for information reasonably required to investigate the matter.

Depending on the circumstances and your legal rights, an appropriate resolution may include a re-visit, credit, refund, contractor replacement or another practical remedy.

14. Damage and Loss

Contractors are expected to take reasonable care when working in your home.

Please tell Nestico as soon as reasonably possible if you believe property has been damaged or lost during a service so that we can investigate.

Nestico is not responsible for pre-existing damage, normal wear and tear or loss arising from inaccurate or incomplete instructions, except where applicable law provides otherwise.

Nothing in this section limits liability that cannot lawfully be excluded or limited.

15. Safety

The safety of customers and contractors is important to Nestico.

A contractor may stop work or leave the property where they reasonably believe:

• the environment is unsafe;
• they are being asked to perform an excluded service;
• they are being treated inappropriately;
• there is an immediate safety concern; or
• continuing the service could create an unreasonable risk.

In an emergency, contact the appropriate emergency service.

Nestico is not an emergency response or medical monitoring service.

16. Privacy

Nestico collects and handles personal information in accordance with our Privacy Policy and applicable New Zealand privacy law.

Our Privacy Policy is available at www.nestico.co.nz/privacy.

17. Ending Services

You may stop future services by giving Nestico reasonable notice, subject to the cancellation provisions above.

Nestico may suspend or stop providing or arranging services where there are reasonable grounds to do so, including:

• unpaid accounts;
• serious or repeated safety concerns;
• inappropriate or abusive behaviour;
• repeated cancellations;
• requests for excluded services;
• suspected fraud or unlawful conduct; or
• circumstances that make it unreasonable or unsafe to continue providing the service.

You remain responsible for charges relating to services already provided.

18. Changes to These Terms

Nestico may update these Terms from time to time.

Where a change materially affects an existing customer's rights or obligations, we will take reasonable steps to notify the customer before the change applies to future services.

The latest version will be available on our website.

19. New Zealand Law

These Terms are governed by New Zealand law.

If a dispute arises, we encourage you to contact us first so that we can try to resolve the matter directly.

Nothing in these Terms prevents either party from exercising any rights available under New Zealand law.

20. Contact Nestico

Nestico Limited
Auckland, New Zealand
Website: www.nestico.co.nz
Email: hello@nestico.co.nz