Effective date: October 1, 2025

Scope:

• This policy covers refunds, cancellations, reschedules and returns for services and any goods sold by The Clean Life in Australia.
• Your legal rights under the Australian Consumer Law (ACL) are not limited by this policy — consumer guarantees apply and cannot be excluded. ACCC
• If a cleaning service we provide does not meet the consumer guarantees (for example, it’s not done with due care and skill or there’s a major problem), you may be entitled to remedies including re-performance, a price reduction or a refund/cancellation. ACCC
• We aim to be fair: we’ll re-clean, re-perform or offer a refund where appropriate, and we will always consider ACL rights first. ACCC

1. Introduction & scope

This page explains how The Clean Life handles:

• cancellations and rescheduling of cleaning bookings;
• deposits and pre-payments;
• refunds and partial refunds for services;
• returns and refunds for any physical goods sold (e.g., cleaning products, gift cards/vouchers).

This policy applies to all bookings made directly with The Clean Life (website, phone, email) and to online purchases from our site.

2. Your legal rights

Under the Australian Consumer Law you have automatic consumer guarantees when you buy goods or services. For services these guarantees include that the service will be provided with due care and skill, will be fit for the purpose you made known, and (if no time was agreed) be supplied within a reasonable time. If these guarantees are not met, remedies may include re-performance, cancellation and refund or compensation. Our policy does not limit these statutory rights. ACCC+1

3. Bookings, deposits & pre-payments

3.1 Booking confirmation & deposit

• To secure a booking we may require a deposit (commonly 10–30% depending on job size and timing). The deposit secures staff, travel time and equipment. The deposit amount and terms are shown at checkout or on your invoice.
• If you paid a deposit and then cancel, whether it is refundable depends on timing (see Section 4 below) and legal obligations — deposits may be retained to cover reasonable costs the business has already incurred.

3.2 Full pre-payment or packages

• For pre-paid packages or block bookings we will record your unused sessions and apply refunds or credits for sessions not supplied, subject to any reasonable cancellation or administration fees explained below.

Note: any deposit or cancellation fee we charge must be fair and reflect the genuine loss we suffer (staff wages, travel, supplies). Cancellation fees that are punitive or take away ACL rights may be unlawful — we assess fees in line with ACL guidance. LegalVision

4. Customer cancellations & rescheduling

4.1 How to cancel or reschedule

• Contact us as soon as possible at: [Insert email] / [Insert phone] with your booking reference, address and requested new date/time.

4.2 Standard notice & fees

• Free reschedule or full refund (excluding deposit administration fee) if cancellation is made more than 48 hours before the scheduled start time.
• 50% charge of total booking (or loss of deposit) if cancelled 24–48 hours before the service.
• 100% charge (no refund) if cancelled less than 24 hours before the service or for a no-show.

We will always consider exceptional circumstances (illness, emergency) and may waive fees at our discretion. Any fee charged will be explained and itemised.

4.3 Why these fees exist

Cancellation fees reflect real costs (staff wages, travel and opportunity cost) and are only applied fairly and reasonably. We will always explain the fee and how it was calculated. You can dispute a fee by contacting us (see Section 10).

Legal note: cancellation fees are enforceable where they reasonably reflect genuine loss — they must not be used to avoid ACL obligations. LegalVision

5. Cancellations by The Clean Life

• If we need to cancel a booking (e.g., unforeseen staff shortages, extreme weather, safety concerns) we will notify you as soon as possible and offer the choice of:
  • Rebooking at no extra charge, or
  • Full refund of any amount paid (including deposit).

• If we cancel because you did not provide safe access, accurate information, or you caused the problem, our standard cancellation fees may apply.

6. Unsatisfactory services, complaints & remedies

6.1 If you think the job was not done properly

• Contact us as soon as possible with booking details, photos and a description of the issue. Reporting problems quickly helps us investigate and resolve them; we recommend reporting within 48 hours so evidence is fresh — but lodging a report quickly is a procedural request and does not remove your ACL rights. ACCC

6.2 How we will respond

• We will acknowledge your complaint within 5 business days and aim to investigate and resolve within 10 business days (times may vary for complex matters). Typical remedies include:
  • Re-performance: we will return and re-clean the area(s) at no extra charge where a minor problem exists.
  • Price reduction / partial refund: if re-performance is not appropriate or the service was partially delivered.
  • Cancellation and refund: where the service has a major problem and you choose to cancel — you may be entitled to a refund for the portion of the service not provided or to cancel the contract and receive a refund, less a reasonable amount for work already done. ACCC

6.3 What is a “major problem” with a service?

A major problem exists when the service creates an unsafe situation, can’t be used for its normal purpose, or has serious defects that would stop a reasonable person buying the service if they had known. If there is a major problem you may choose to cancel the contract and seek a refund (subject to paying for any work that was properly done). ACCC

7. Goods sold online (returns and change-of-mind)

If we sell goods (for example branded cleaning products) via our website:

7.1 Change-of-mind returns

• For change-of-mind returns we may accept returns within 30 days of purchase if the item is unused, in original condition and packaging and with proof of purchase. We may decline change-of-mind returns for perishable, intimate or hygiene items where hygiene would be compromised. This is a voluntary policy and does not affect your ACL rights.

7.2 Faulty goods

• If the goods are faulty, not fit for purpose or not as described, you have rights under the ACL. Remedies for faulty goods may include repair, replacement or refund depending on whether the problem is major or minor. Our business will comply with ACL remedies. ACCC

7.3 Gift cards & vouchers

• Gift cards we sell comply with Australian law: gift cards sold on or after 1 November 2019 must be redeemable for at least 3 years and must not contain post-supply fees (activation, inactivity, balance enquiry fees). Expiry details will be clearly shown. ACCC

8. How refunds are made & processing times

• Refunds will ordinarily be returned to the original payment method (card, bank transfer, etc.). This is the usual and preferred method unless we agree otherwise. ACCC
• We will process approved refunds within 10 business days of approval. Your financial institution may take additional time to post the refund to your account.
• If you paid by a third-party (e.g., a marketplace or gift giver), refunds may be returned to the paying party.

9. Records & data retention

• We keep booking, payment and refund records for business, warranty and tax purposes. The Australian Taxation Office requires most business records to be kept for at least five (5) years; we retain records in accordance with these legal obligations. Australian Taxation Office

10. How to request a refund, complaint or dispute a charge

Please provide the following when you contact us:

• Your full name, booking reference or order number.
• Date of service / purchase and address.
• Clear description of the problem and the outcome you want (re-clean, refund, etc.).
• Photos, videos or other evidence if available.

Contact:

Email: [Insert email]

Phone: [Insert phone]

Address (for written complaints): [Insert postal address]

We will acknowledge receipt of your request within 5 business days and propose an outcome or next steps within 10 business days.

11. External dispute resolution

If we cannot resolve your complaint you have options to escalate:

• Australian Competition & Consumer Commission (ACCC) — information and advice about consumer guarantees and refunds. ACCC
• Your state or territory consumer affairs office (eg. Consumer Affairs Victoria) can help with disputes and provide guidance about cancel-for-services and refunds. consumer.vic.gov.au

12. Other important information

• No-refund statements: We will never use a blanket “no refunds” statement to override your ACL rights — such terms are not legally effective. If you see such a statement elsewhere on our site it does not apply to statutory rights. ACCC
• Fraud & abuse: If we suspect fraud or misuse we may withhold or decline refunds while we investigate.

13. Changes to this policy

We may update this policy occasionally to reflect legal changes or business practice. The current policy effective date is shown at the top of the page; please check back for updates.