Return & Refund Policy


Squeaky Kleaners
Last Updated: December 7, 2024

At Squeaky Kleaners, customer satisfaction is our priority. We strive to provide top-quality cleaning services. However, we understand that there may be instances where you may need to request a return or refund. This Return and Refund Policy outlines the terms and conditions for returning or seeking a refund for our services, in compliance with Australian Consumer Law (ACL).

1. Services Not Performed as Described

If you believe that the services provided do not meet the standards agreed upon or as described in our contract:

  • You must notify us within 24 hours of the completion of the service.
  • We will arrange for a free rectification service to correct any issues at no extra cost to you.
  • If the issue is not resolved after rectification, you may request a refund in line with Australian Consumer Law.

2. Service Cancellations and Refunds

  • Cancellation Before Service: If you need to cancel a service booking, you must notify us at least 24 hours prior to the scheduled service date to avoid any charges. Any prepaid amounts will be refunded in full.
  • Cancellation Within 24 Hours: Cancellations made less than 24 hours before the scheduled service may incur a cancellation fee, typically up to 50% of the service cost.
  • Missed Appointments: If you fail to provide access to the property at the agreed time, we reserve the right to charge a fee for the missed appointment. Refunds will not be provided in such cases unless otherwise agreed.

3. Refunds for Unsatisfactory Service

We take pride in delivering quality service. If you are not satisfied with our cleaning services, the following refund policy applies:

  • Rectification First: We will attempt to resolve any issues by offering a free rectification service.
  • Partial Refund: If rectification is not possible, we may offer a partial refund based on the extent of the issue and the services that were not delivered to your satisfaction.
  • Full Refund: In extreme cases where the service was not performed as per the contract, and rectification is not an option, a full refund may be granted.

4. Non-Refundable Circumstances

Refunds may not be provided in the following circumstances:

  • If the service could not be completed due to incorrect or incomplete information provided by the customer.
  • If access to the property was not granted as per the scheduled appointment.
  • If damage or cleanliness issues were caused by conditions beyond our control (e.g., existing property damage or hazards).
  • After 24 hours have passed since the service was completed, and no concerns were raised during that period.

5. Process for Requesting a Refund

To request a refund, please follow these steps:

  1. Contact Us: Notify us of the issue by phone or email within 24 hours of the service being performed.
  2. Provide Details: Describe the issue and provide any relevant details such as photos, where applicable.
  3. Investigation and Resolution: We will review your request, investigate the issue, and determine the next steps (rectification or refund).

6. Timeframe for Refunds

Once a refund has been approved, we will process it within 7-10 business days. Refunds will be issued using the same method as the original payment unless otherwise arranged.

7. Exceptions

Certain types of services may not be eligible for a refund under specific circumstances. Any such exceptions will be clearly communicated at the time of booking.

8. Contact Information

If you have any questions about our Return and Refund Policy or wish to request a refund, please contact us:

Squeaky Kleaners
Email: support@squeakykleaners.com.au
Phone: +61 0451220844 , 0466466387
Address: 200A marion street, bankstown Nsw 2200, Australia

By booking our services, you acknowledge and agree to this Return and Refund Policy. We are committed to addressing any concerns and ensuring that you are satisfied with the quality of our services.