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Refund Policy

Introduction

At Wilson Cleaning Australia, we strive to provide exceptional cleaning services to all our clients in Melbourne, Victoria, Australia. Our goal is to ensure complete customer satisfaction. However, we understand that sometimes things may not go as planned. To address such situations, we have outlined our refund policy to ensure transparency and trust.

Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • Service Not Delivered: If our cleaning team did not perform the scheduled service due to our fault, you are entitled to a full refund.

  • Service Not as Described: If the service provided does not match the description or the agreed-upon terms, a partial or full refund may be considered.

  • Unsatisfactory Service: If you are dissatisfied with the service quality, please contact us within 24 hours. We will assess the situation and offer a re-clean or a refund if necessary.

Non-Refundable Circumstances

Certain situations may not qualify for a refund:

  • Change of Mind: Once a service is provided, refunds will not be issued for changes of mind.

  • Inaccessible Property: If our team arrives and cannot access the property due to locked doors or other barriers, a refund will not be provided.

  • Late Cancellations: Cancellations made less than 24 hours before the scheduled service may not be eligible for a refund.

Process for Requesting a Refund

If you believe you are eligible for a refund, please follow these steps:

  1. Contact Us: Reach out to our customer service team via phone or email within 24 hours of the service.

  2. Provide Details: Explain the issue in detail, including the date of service and nature of your complaint.

  3. Assessment: Our team will review your complaint and may request additional information or evidence.

  4. Resolution: We will offer a resolution, which could be a re-clean, a partial refund, or a full refund, depending on the circumstances.

Timeframe for Refunds

Once a refund has been approved, it will be processed within 7-10 business days. The time it takes for the refund to reflect in your account may vary depending on your bank or credit card provider.

Contact Information

For any queries or concerns regarding our refund policy, please contact us:

We are committed to ensuring our clients are satisfied with our services and will make every effort to resolve any issues promptly and fairly. Thank you for choosing Wilson Cleaning Australia for your cleaning needs.

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