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Refund Policy
Effective Date: January 2025
At Haus & Grounds we are committed to delivering high-quality cleaning services to both domestic and commercial clients in Melbourne, Australia. We understand that circumstances can arise that may lead to a request for a refund, and we aim to handle such situations with fairness and transparency.
1. General Terms
This Refund Policy applies to all cleaning services provided by Haus & Grounds, including but not limited to residential and commercial cleaning services. We operate in compliance with the Australian Consumer Law (ACL) as outlined in the Competition and Consumer Act 2010 (Cth) and other relevant Australian legislation.
2. Consumer Rights under Australian Consumer Law
Under the ACL, consumers are entitled to a remedy (refund, repair, or replacement) if a service is not provided with due care and skill, or if it is not as described. If you believe that the service provided by us has not met the standards outlined in the contract, you are entitled to request a remedy as stipulated by law.
3. Refund Conditions
Refunds will be considered on a case by case basis in the following circumstances:
- Service Not Delivered as Promised: If the cleaning service provided does not meet the description given at the time of booking or was not performed to the standard agreed upon.
- Unreasonable Service: If the cleaning service was performed in an unprofessional manner, causing damage to property or neglecting areas that were specifically agreed to be cleaned.
- Cancellation by Client: If you cancel the service more than 24 hours before the scheduled appointment, a full refund will be provided. Cancellations made less than 24 hours before the scheduled time may incur a cancellation fee of up to 50% of the service cost.
4. Non-Refundable Services
The following conditions do not warrant a refund:
- Client Changes or Requests Post-Service: If any issues arise after the cleaning service has been completed, such as additional cleaning requests or changes in the scope of work, these will be addressed as additional services and may incur extra charges.
- Client Not Present at Time of Service/No Access to Property: If the client or a representative is not present at the property at the agreed time of service, a refund will not be issued.
-Damage to Property: In the unlikely event of damage to property, we will investigate the issue and offer a resolution based on the findings. Claims for damage will be assessed on a case-by-case basis. Please note that Haus & Grounds holds public liability insurance, and in case of any confirmed damage, we will act in accordance with our insurance policy to resolve the matter.
5. How to Request a Refund
To request a refund, please contact us directly via email at info@hausandgrounds.com.au. Your request must include the following:
- Proof of payment
- A detailed description of the issue (e.g., the reason for dissatisfaction)
- Supporting evidence (e.g., photos with a written description of the missed cleaning areas, or damage)
We will review your request and respond within 10 business days to either approve the refund or provide an alternative resolution.
6. Process for Issuing Refunds
If your refund request is approved, the refund will be processed using the same method as the original payment. Please allow up to 10 business days for the funds to appear in your account.
7. Dispute Resolution
If you are unsatisfied with the outcome of your refund request, you may contact the Australian Financial Complaints Authority (AFCA) for dispute resolution. AFCA can assist in resolving issues where mutual agreement cannot be reached.
8. Changes to This Refund Policy
Haus & Grounds reserves the right to update or change this Refund Policy at any time. Any changes will be communicated to customers via email or updated on our website. Please review the policy regularly to stay informed of any changes.
This Refund Policy ensures that Haus & Grounds operates transparently and in accordance with Australian law, while maintaining high standards of service for all our domestic and commercial clients. If you have any further questions or concerns regarding our refund policy, please do not hesitate to contact us.