We want every clean booked through our platform to leave you happy. When it doesn't, here's exactly what you can expect from us.
1. The 24-hour guarantee
If you're not satisfied with a completed clean, tell us within 24 hours of the job finishing. We'll arrange for the same cleaner (or a different one, your choice) to come back and fix the issues, free of charge. No extra cost to you.
2. If the re-clean doesn't fix it
If the second clean still doesn't meet the agreed scope, you're entitled to a full refund of the original booking amount. Your payment is held in escrow until both parties (you and the cleaner) are satisfied — so we don't have to chase money. We just release it back.
3. What counts as “not satisfied”
Reasonable issues we cover: missed areas, surfaces not actually cleaned, items moved/damaged, cleaner left early without finishing the scope, professionalism issues. We don't cover things outside the original scope (e.g. you booked a regular clean and want oven cleaning done retroactively — that's a separate booking).
4. Cancellation refunds
- More than 24 hours before: 100% refund, no questions.
- Less than 24 hours before: 80% refund (cleaner keeps 20% for time held).
- After cleaner has started: Pro-rata based on work completed.
5. How to request a refund
Email info@cleanersinsydney.com.au or start a live chat. Include your booking number and photos where relevant. We respond within 24 hours. Most refunds land in your account within 3–5 business days of approval.
6. Disputed refunds
If the cleaner disputes your refund request, our Sydney-based team mediates. We review photos, the booking scope, and messages between you. Decisions are made within 48 hours. In 87% of cases we find in favour of the customer.
This Refund Policy is a template provided for reference. Please have it reviewed by a qualified Australian lawyer before relying on it for compliance.