← Back to Home

Refund Policy

Last Updated: March 15, 2025

At Expert Cleaning Services Melbourne (ABN: 20001541), we are committed to providing high-quality cleaning services and ensuring customer satisfaction. This Refund Policy explains our refund terms, satisfaction guarantee, and the circumstances under which refunds may be issued.

1. Satisfaction Guarantee

1.1 Service Quality Commitment

We guarantee that all cleaning services will be performed:

• By trained and experienced professional cleaners
• Using appropriate equipment and cleaning products
• To industry-standard quality levels
• In accordance with the agreed scope of work
• Within the scheduled timeframe

1.2 Rectification First Approach

If you are not satisfied with any aspect of our cleaning service:

• Contact us within 24 hours of service completion
• Provide specific details about the areas of concern
• We will return to rectify any issues at no additional cost
• Our team will address all legitimate concerns promptly

This rectification service applies to all areas included in your original service agreement. It does not apply to areas outside the agreed scope of work or issues caused by factors beyond our control.

2. Refund Eligibility

2.1 Full Refunds

Full refunds will be issued in the following circumstances:

• We cancel the service and cannot reschedule within a reasonable timeframe
• We fail to arrive at the scheduled time without prior notice or valid reason
• Severe service failure that we cannot rectify to your satisfaction
• Breach of our service agreement that materially affects service delivery
• Overcharging or billing errors

2.2 Partial Refunds

Partial refunds may be issued when:

• Only certain areas of the service were unsatisfactory and cannot be rectified
• Service was partially completed due to unforeseen circumstances
• Agreed service standards were not met in specific areas
• Equipment failure prevented completion of certain tasks

Partial refund amounts will be proportional to the portion of service affected and will be determined on a case-by-case basis.

2.3 No Refund Situations

Refunds will NOT be issued in the following circumstances:

• Client cancellations (see Section 3 for applicable fees)
• Dissatisfaction with results beyond industry-standard expectations
• Issues caused by pre-existing property damage or defects
• Complaints made more than 48 hours after service completion
• Problems resulting from client's failure to prepare property as instructed
• Denial of access to property at scheduled time
• Unrealistic expectations not discussed during booking
• Issues with areas outside the agreed scope of work
• Stains, odors, or damage that cannot be removed through standard cleaning methods
• Client refusal to allow rectification attempts

3. Cancellation and Refund Policy

3.1 Client-Initiated Cancellations

Cancellation fees and refund eligibility depend on the timing of cancellation:

More than 48 Hours Before Service:

• Full refund of any payments made
• No cancellation fee applied
• Deposits refunded in full

24-48 Hours Before Service:

• 50% cancellation fee applied
• Remaining balance refunded
• Reflects our committed resources and lost opportunity to book alternative clients

Less than 24 Hours Before Service:

• 100% cancellation fee (no refund)
• Staff and resources have been allocated
• Alternative booking opportunities have been declined

3.2 Company-Initiated Cancellations

If we need to cancel your service due to:

• Severe weather conditions
• Staff illness or emergencies
• Equipment failure
• Force majeure events

You will receive:

• Full refund of all payments made, OR
• Rescheduling at your convenience with no additional fees, OR
• Service credit for future use

3.3 Rescheduling Instead of Cancellation

To avoid cancellation fees, we encourage rescheduling:

• Rescheduling with 48+ hours notice: No fee
• Rescheduling with 24-48 hours notice: Subject to availability, minimal fee may apply
• We will do our best to accommodate your preferred new date

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, you must:

1. Contact us within 48 hours of service completion (or cancellation)
2. Provide your booking reference number
3. Explain the reason for the refund request
4. Provide photographic evidence if claiming quality issues
5. Submit your request via email, phone, or our website contact form

4.2 Refund Assessment Timeline

• Initial acknowledgment: Within 24 hours
• Investigation and decision: Within 5-7 business days
• Refund processing: Within 7-10 business days after approval

4.3 Required Information

Your refund request should include:

• Full name and contact information
• Booking date and service type
• Detailed description of the issue
• Photos or videos documenting concerns (if applicable)
• Preferred refund method
• Original payment receipt or invoice number

5. Refund Methods and Timing

5.1 Refund Methods

Refunds will be processed using the same payment method as the original transaction:

• Credit/Debit Card: 7-10 business days
• Bank Transfer: 3-5 business days
• Cash: Immediate upon approval (if original payment was cash)
• Alternative method: By mutual agreement if original method unavailable

5.2 Processing Times

Please note:

• Refund approval timeline: 5-7 business days from request submission
• Payment processing: Additional 5-10 business days depending on method
• Bank processing: Your financial institution may require additional time
• Total timeframe: Up to 15-20 business days from request to receipt

5.3 Service Credits

As an alternative to monetary refunds, we may offer:

• Service credits for future cleaning services
• Credits typically issued at 110% of refund amount
• Valid for 12 months from issue date
• Transferable to family members or colleagues (with notification)

6. Bond Back Guarantee (End of Lease Cleaning)

6.1 Guarantee Terms

We guarantee that our end of lease cleaning will meet property manager standards required for full bond return, provided that:

• You book our comprehensive end of lease cleaning package
• Property is presented in reasonable condition (normal wear and tear)
• All personal belongings are removed before cleaning
• We are given full access to all areas requiring cleaning
• No damage exists beyond normal cleaning scope

6.2 Guarantee Coverage

If your property manager identifies cleaning deficiencies:

• Contact us immediately with property manager's report
• We will return to address issues within 24-48 hours
• Additional cleaning provided at no extra charge
• If bond is withheld due to our cleaning failure, we will refund the cleaning fee

6.3 Guarantee Exclusions

The bond back guarantee does NOT cover:

• Property damage requiring repairs
• Excessive wear beyond normal use
• Pest infestations
• Carpet replacement due to permanent stains or damage
• Garden or exterior maintenance (unless specifically included)
• Items outside our quoted scope of work

7. Special Circumstances

7.1 Weather-Related Issues

For exterior cleaning services affected by weather:

• Services may be rescheduled if weather conditions prevent safe or effective cleaning
• No cancellation fees apply for weather-related rescheduling
• Partial refunds issued if weather prevents completion of outdoor components

7.2 Property Access Problems

If we cannot access the property:

• Due to client error: No refund, full fee applies
• Due to third-party issues: Rescheduling at no additional cost
• Due to safety concerns: Refund or rescheduling once issues resolved

7.3 Equipment or Product Issues

If equipment failure or product unavailability affects service:

• We will use alternative methods when possible
• Partial refund issued if certain services cannot be completed
• Option to reschedule affected portions at no additional cost

8. Dispute Resolution

8.1 Internal Review

If you disagree with our refund decision:

• Request an internal review within 7 days of our decision
• Provide additional evidence or information
• Senior management will review your case
• Final decision provided within 7 business days

8.2 External Dispute Resolution

If internal resolution is unsuccessful:

• Contact Consumer Affairs Victoria for mediation
• Use industry dispute resolution services
• Small claims court for monetary disputes under threshold

9. Australian Consumer Law Rights

Under Australian Consumer Law, you have rights to:

• Services provided with due care and skill
• Services fit for their intended purpose
• Services completed within a reasonable time
• Refunds, repairs, or replacements when services fail to meet these guarantees

Our Refund Policy works in conjunction with, not in replacement of, your consumer law rights.

10. Changes to This Policy

We reserve the right to update this Refund Policy at any time. Changes will be:

• Posted on our website with updated "Last Updated" date
• Effective immediately for new bookings
• Existing bookings governed by policy in effect at booking time

We encourage you to review this policy periodically to stay informed of any changes.

11. Acknowledgment

By booking our services, you acknowledge that you have read, understood, and agree to this Refund Policy. You also acknowledge that this policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

This Refund Policy was last updated on March 15, 2025, and applies to all services booked from this date forward.

← Back to Home