Refund and Cancellation Policy
Effective Date: December 17, 2024
At Alliance Cleaning Services, we strive to provide exceptional cleaning services to meet your needs. However, we understand that unforeseen circumstances may arise, and you may need to cancel or request a refund. Please read the following policy carefully.
1. Cancellations
- Notice Period: Clients must provide a minimum of 24 hours' notice prior to the scheduled service time for cancellations.
- Cancellation Fee: If you cancel within 24 hours of the scheduled service, a $44 cancellation fee will apply.
- No Access: If our cleaners arrive at the property and are unable to access it (e.g., locked premises, no one available), the cancellation fee of $44 will also be charged.
- Rescheduling: You may reschedule your booking at no extra charge if you provide at least 24 hours' notice.
2. Refund Policy
We aim for 100% customer satisfaction. If you are not satisfied with the quality of our cleaning service:
- Service Guarantee: Clients must notify us within 48 hours of the service completion if they are dissatisfied. We will arrange a re-clean of the specific areas at no extra cost.
- Refund Requests: If a re-clean does not resolve the issue, a refund may be considered on a case-by-case basis.
- Refunds will be limited to the value of the service performed.
- Refunds will not be issued for issues arising from pre-existing damages, hazardous conditions, or areas not included in the original service scope.
- No Show by Cleaners: In the unlikely event that our team does not show up for a scheduled service without prior notice, you will be entitled to a full refund of any pre-paid amount.
3. Process for Refunds and Disputes
To request a refund or report an issue:
- Contact our customer support team at (08) 6185 0866 within 48 hours of the service.
- Provide detailed information, including photos (if applicable) and a description of the issue.
- Our team will review your case and aim to resolve it within 5 business days.
- Approved refunds will be processed via the original payment method.
4. Exclusions
Refunds or re-cleans will not apply in the following cases:
- Areas not included in the original service agreement
- Damage or poor condition not related to our cleaning services
- Client dissatisfaction due to unrealistic expectations not aligned with the service scope
- Situations where third parties interfere with the property after our service is completed
