Our Policy
Refund & Cancellation
Clear, transparent, and fair policies for your peace of mind.
Cancellation Refunds
- More than or equal to 48 hours of notice before service: 100% refund
- Less than 48 hours of notice before service: 50% refund
No other refund arrangements apply except where required under Australian Consumer Law.
Disputes & Pro-Rata Refunds
Where a dispute exists:
- Complaints must be lodged within 24 hours
- Photo and video evidence required
- Resolution team will assess within 72 hours
Pro-rata refunds may be granted if service was incomplete or inadequate.
Parking Issues
Customers must provide free/unrestricted parking. If not provided:
- Cleaner may cancel the service
- Customer may receive a partial refund (up to 50%)
- Determined by resolution specialists on a case-by-case basis
COMPLAINTS & DISPUTE RESOLUTION POLICY
1. Complaint Window
Complaints must be submitted within 24 hours of job completion.
2. Submission Requirements
Must include:
- Photos AND video
- Detailed description of issue
- Expected outcome
Send to: crispcleaningmelbourne@gmail.com
3. Resolution Timeline
- Acknowledgement within 24 hours
- Full review within 72 hours
- Outcome communicated via email
4. Possible Outcomes
- Re-clean
- Pro-rata refund
- Full refund (severe cases)
- Credit for future services
- Assignment of a new cleaner
All resolutions comply with Australian Consumer Law.