Refund & Cancellation

This policy explains how cancellations, refunds, late or non-payment, parking, and complaints are handled. It should be read together with our Terms & Conditions, which prevail in the event of any inconsistency.

1. Cancellations

Cancellation charges apply as a fee to your saved payment method. Where there are no saved payment details, the amount remains payable; Crisp Cleaning will provide a tax invoice and relevant payment instructions. Payment is due within 24 hours of the scheduled service, if payment remains outstanding 14 days after the scheduled service; late or non-payment policy applies.

• 48 hours or more notice before the scheduled start: no cancellation fee. Any amount already paid is refunded in full.
• Less than 48 hours notice before the scheduled start: a Call-Out Fee of $45 applies. Where you have already paid, the full amount is refunded except for the $45 Call-Out Fee.
• Cancellation at the door (on arrival, before the clean begins): a fee of 50% of the Service Fee applies. Where you have already paid, 50% of the Service Fee is refunded.
• No access or parking available at the scheduled time (lockout): treated as a late cancellation; a 50% cancellation fee applies.

Where a payment has already been made in advance (for example, a prepaid arrangement), the equivalent refund is calculated on the same basis. No other refund or fee arrangements apply except where required under the Australian Consumer Law.

Cleaner cancellations

If a cleaner must cancel, we will attempt to reschedule promptly or arrange an alternative cleaner. If we are unable to do so, no cancellation fee applies, and any amount charged for that clean will be refunded.

2. Late & Non-Payment

Payment is due within 24 hours of completion of your clean and is automatically charged to your saved payment method. If payment details are not provided, or an automatic charge fails, you must ensure payment is made within 24 hours of completion.

If payment remains outstanding 14 days after completion, Crisp Cleaning reserves the right to:

• Refer the debt to a registered debt collection agency, with all collection costs, interest, and agency fees added to the amount owing and payable by you;
• Lodge a claim with VCAT, or the appropriate court or tribunal, for recovery of the outstanding amount plus costs; and/or
• Where lawfully entitled, report the overdue amount to a credit reporting body, which may negatively affect your credit rating.

Full details are set out in our Terms & Conditions.

3. Disputes & Pro-Rata Refunds

Where a dispute exists:

• Complaints must be lodged within 24 hours of job completion;
• Clear photo and video evidence is required; and
• Our resolution team will assess within 72 hours.

Pro-rata refunds or credits may be granted where a Service was incomplete or inadequate. Raising a complaint does not remove your obligation to pay any validly owed amount; where a refund, credit, or pro-rata adjustment is agreed, it will be applied to or refunded from your account.

4. Parking

You must ensure free, safe, and accessible parking is available for our cleaner at or near the property for the duration of the Service.

If parking is not provided by the customer, Crisp Cleaning will take all reasonable efforts to arrange parking – although the responsibility is ultimately with the you.

If free parking is not available on-site or nearby, you are responsible for covering all parking costs, including metered parking, paid parking, and any required permits. Any parking costs incurred by the cleaner will be added to your Service Fee and charged to your saved payment method.

If suitable parking cannot be arranged and the cleaner is unable to park, the clean may be cancelled or shortened. Where this occurs, a cancellation fee of up to 50% of the quoted Service Fee may apply, assessed on a case-by-case basis by our resolution specialists.