Refund Policy

1. Reporting Issues
• Clients must notify Snowy Cleaning Collective of dissatisfaction within 48 hours of service completion via email or phone.
• Claims submitted after this window may not be eligible for re-cleaning or refunds.
2. Re-Cleaning Process
• For minor issues (e.g., overlooked areas, incomplete tasks), a re-clean will be scheduled within 7 days at no additional cost.
• If the re-clean fails to resolve the issue, clients may request a partial refund of up to 50% of the service fee (subject to management discretion).
3. Refund Eligibility
• Major failures (e.g., unsafe work, significant deviation from agreed scope): Clients are entitled to a full refund or service replacement under Australian Consumer Law.
• Minor failures: Clients must allow Snowy Cleaning Collective to rectify the issue first. Refunds are only available if the problem persists after re-cleaning.
• Exclusions: No refunds for changes of mind, client-caused damage, or failure to disclose hazards.
4. Cancellation Policy
• Rescheduling: Requires 24-hour notice to avoid fees. Late cancellations (<24 hours) incur a 50% fee of the quoted service cost.
• No-shows: Full service fee charged if access is denied without prior notification.
5. Payment Terms
• A 50% deposit is required upon booking. The remaining balance is due post-service.
• Late payments accrue 5% monthly interest.