Refund Policy

At Pristine Home & Commercial Cleaning, we aim to deliver thorough, professional results on every job. We understand that cleaning services are often tied to important deadlines — especially bond and end-of-lease cleans — and we take quality seriously.

If something within the agreed scope does not meet our standards, we want the opportunity to make it right before any refund is considered.

Refunds are assessed on a case-by-case basis. A refund or partial refund may be considered where:

• We are unable to complete the agreed service due to circumstances within our control
• A verified service failure within the booked scope remains unresolved after a reasonable re-clean opportunity
• You cancel in accordance with our Terms and Conditions and are entitled to a refund under those terms
• A duplicate or erroneous charge has been identified and confirmed

Before a refund is approved for quality concerns, we will generally offer a re-clean of the specific affected areas within the original booked scope. You must report any issues within the timeframe stated in your booking confirmation, with clear details and photos where possible.

Re-cleans are scheduled at a mutually convenient time and do not cover areas that were inaccessible, outside the agreed scope, or affected by new mess created after our initial service.

Bond and end-of-lease cleaning services are quoted and performed against an agreed checklist and property details supplied at booking. Any bond-related assurance is subject to the following conditions:

• The property must match the details provided at the time of quote (size, condition, furnishings, and inclusions).
• All areas included in the booking must be accessible at the time of service.
• Any agent or landlord inspection feedback must be reported within the agreed notification period.
• Re-cleans relate to items within our agreed scope and do not guarantee a specific inspection outcome.

Approved refunds are processed to the original payment method where possible. Processing times may vary depending on your bank or payment provider, but we aim to initiate approved refunds within 5–10 business days of confirmation.

1. 1Submit a written refund request with booking details and supporting information.
2. 2We review the request and may request photos, inspection reports, or additional context.
3. 3If approved, we confirm the refund amount and processing timeframe in writing.

Refunds are generally not available in the following situations:

• Issues caused by inaccurate or incomplete information provided at booking
• Areas not included in the agreed scope of work
• Pre-existing damage, wear and tear, or conditions outside normal cleaning expectations
• Cancellations or no-shows that fall within fee-charging windows under our Terms and Conditions
• Requests made outside the applicable reporting timeframe without reasonable explanation

To request a refund, email sales@phacc.com.au with your full name, booking date, service address, and a clear explanation of the issue. Include photos or inspection feedback where relevant so we can assess your request efficiently.

We will acknowledge your request and respond with next steps, which may include inspection, re-clean scheduling, or a formal refund decision.