Terms of use

Filo Care by Filo Cleano Services Pty Ltd · Last updated 28 October 2026

About these terms

Filo Care is provided by Filo Cleano Services Pty Ltd ("Filo Cleano", "we"). These terms work together with your employment contract or contractor agreement and our workplace policies. If anything here conflicts with your employment contract, contractor agreement or the law, those come first. Nothing in these terms takes away your rights under the Fair Work Act 2009, the Australian Consumer Law or any other law.

Who can use the app

• Our customers, who make a login when they ask for a quote or join with an invite link from us.
• People who work with Filo Cleano and have been given an account by our office.
• Admin access is only for office staff we choose. Admins must only view and change records for work purposes.
• When you stop working with us, we switch off your login. Your records are kept as described in our Privacy policy.

Customer bookings

• A booking you make in the app is a request. It is confirmed when the app shows it as booked and we send you a notification.
• Prices, cancellation fees and payment terms are as set out in your quote or service agreement with us.
• Please keep your notes, check-out and check-in times accurate, and only add photos and files that are needed for the clean.
• To change or cancel a booked clean, message us in the app or call 08 7083 8722.

Your account and password

• Keep your password private. Never share your login or let someone else use your account.
• Sign out on shared or borrowed devices.
• Tell the office straight away if you think someone else has used your account or knows your password.
• You are responsible for what is done with your account.

Honest and accurate records

Filo Care records are used for pay, invoices and safety, so they must be true.

• Only clock in when you are at the site and starting work, and clock out when you finish.
• Never clock in or out, or tick a checklist, for someone else.
• Record breaks, extra time, cancellations and swaps honestly.
• Only claim reimbursements for real work expenses, with a genuine receipt.
• Write incident reports and job notes truthfully and as soon as you can.
• Do not try to trick the location check, for example with a fake location app.

False or misleading records may lead to action under your employment contract or contractor agreement, and could be against the law.

Photos and customer privacy

You work in people's homes, businesses, NDIS and aged care settings. Their privacy matters.

• Only take photos and videos that are needed for the job, such as before and after photos, damage or hazards.
• Do not photograph people, faces, children, personal documents, mail, computer or phone screens, medication, or valuables. If something like this is in the frame, move or retake the photo.
• Take job photos in Filo Care. If a photo is saved on your own phone, delete it once it is uploaded.
• Do not share photos, addresses, access codes, alarm codes, key details or customer information outside Filo Care, including on social media, unless the office asks you to.
• Keep site instructions confidential. They are only for doing the job.

Messages and behaviour

• Be respectful and professional in messages and announcements. Bullying, harassment, discrimination, threats and offensive content are not allowed.
• Use messages for work. Do not share other people's personal details without a good work reason.
• Messages are work records. Office administrators may review messages when needed for safety, complaints, pay questions or investigations.
• If something is urgent or unsafe, call the office or emergency services (000). Do not rely on a message.

Location, camera and notifications

By clocking in or out in Filo Care you agree to the app recording your device's location at that moment, as explained in Location, camera and notifications. You can withdraw this by turning off location for Filo Care. You can still clock in, but the office will see that no location was recorded.

Pay information

• Hours and pay shown in Filo Care are a working record. For employees, your payslip from Xero is the official record of your pay. For contractors, the pay summary you confirm becomes a bill in Xero, which is the record of what we pay you.
• Check your hours, pay summaries and reimbursements and tell the office as soon as possible if anything looks wrong.
• Contractors are responsible for their own tax, ABN and insurance as set out in their contractor agreement.

AI assistant

The optional "Ask AI" assistant can make mistakes. Check important details, such as times, addresses and pay, in the app itself. Do not type passwords or bank details into it.

Availability and changes

We work hard to keep Filo Care running, but it may sometimes be unavailable, slow or not work without internet. If you cannot clock in or see your shift, call the office. We may add, change or remove features.

Ownership

Filo Care, its design and content belong to Filo Cleano. Photos, job reports and records you create for work belong to Filo Cleano and may be shared with the customer. Please do not copy, change or try to break into the app or its data.

Suspending access

We may suspend or close an account to protect people, customers or our systems, or if these terms are not followed. We will tell you why unless the law or safety stops us.

Liability

To the extent the law allows, we are not responsible for loss caused by the app being unavailable or by information entered incorrectly by someone else. This does not limit any rights you have under Australian law that cannot be excluded.

Changes to these terms

We may update these terms. We will tell you in the app and may ask you to agree again. The date at the top shows the latest version.

Law that applies

These terms are governed by the laws of South Australia.