Auss Cleaning Services
Refund Policy
A Legal Disclaimer
The information provided on this page is for general guidance only and should not be taken as legal advice. Every business has different needs and situations, and your refund policy may vary depending on your services and location. If you require specific legal advice or have complex disputes, please consult a qualified professional. Auss Cleaning Services is not responsible for any misunderstanding or misuse of this information.
Refund Policy - The Basics
Our Refund Policy explains the conditions under which refunds, re-cleans, or adjustments may be offered for cleaning services. Cleaning is a service-based industry, and results may vary depending on the condition of the property, time booked, access, and customer expectations. This policy helps protect both the customer and Auss Cleaning Services by clearly outlining what is covered, what isn’t, and how concerns can be resolved fairly.
We aim to deliver professional work every time, but we also recognise that misunderstandings can happen. This Refund Policy sets the rules for how issues will be handled and what solutions may be available.
What to Include in the Refund Policy
A fair Refund Policy should clearly explain when a customer is eligible for a re-clean or refund, the time limits for reporting issues, and the conditions under which refunds will not be provided. For cleaning services, refunds are generally not offered once the work has been completed unless there is a clear and proven failure to provide the agreed service. The policy should include how customers can report issues (such as providing photos within 24 hours), what tasks are covered, and how re-cleans will be handled. It should also mention situations where no refund will be given—for example, if the home was significantly dirtier than described, access was restricted, additional tasks were required beyond the agreed quote, or if the customer simply changes their mind after the cleaning is done. A proper refund policy also protects the business from customers who refuse to pay, make false claims, or attempt to take advantage of the service.
Auss Cleaning Services – Refund Policy
1. Satisfaction Guarantee (24-Hour Re-Clean Window)
If you are not satisfied with the cleaning, you must notify us within 24 hours of the service.
You must provide:
• clear photos of the issue
• a description of what was missed
If the issue is valid, we will return for a free re-clean of the specific missed areas only.
2. No Refunds for Completed Services
Because cleaning is a labour-based service, refunds are not provided after the job has been completed, except in rare cases where:
• the service was not performed at all, OR
• the work was significantly different from what was agreed.
Simply “not liking the result” is not eligible for a refund if the agreed tasks were completed.
3. When No Refund or Re-Clean Will Be Offered
A refund or re-clean will NOT be provided if:
• You contact us after 24 hours
• The home was more dirty or larger than described
• Extra tasks were required but not included in the quote
• The property condition makes some results impossible (old stains, mould, grout discoloration, damaged surfaces)
• You were unhappy about something not included in the agreed service
• You refused to pay or attempted to negotiate after the work was done
• You were not present to check the property and changed your mind later
• The issue is caused by pets, tenants, or people entering the property after the cleaning
4. Payment Issues & Non-Payment
Our policy protects us from customers who attempt to avoid payment.
No refunds apply if:
• the customer refuses to pay on the day,
• claims work is incomplete without proof,
• changes their story after the cleaning is done,
• uses the property after the cleaning and then blames us.
Unpaid invoices may be forwarded to debt recovery.
5. Cancellations
• Cancelling within 24 hours of the booking may incur a cancellation fee.
• Last-minute cancellations or no access to the property may require a call-out fee.
6. Extreme Conditions
Refunds are not given when cleaning takes longer due to:
• heavy build-up,
• pet waste,
• rubbish,
• mould,
• biohazard conditions,
• hoarding.
Extra charges may apply.
7. Final Decision
Refund decisions are made case by case, but Auss Cleaning Services always acts fairly and reasonably.
Our priority is honesty, quality, and good communication.