Refund and Cancellation Policy

Effective Date: November 1, 2024

Welcome to Majestic Vacate Cleaning Perth. This Refund and Cancellation Policy outlines the terms and conditions under which you may cancel your booking and the circumstances under which refunds may be provided. By booking our services, you agree to comply with and be bound by the terms of this policy. Please read it carefully.

1. Cancellation Policy

1.1 Cancellation on the Day of Booking

If you cancel your booking on the same day it was scheduled, the following applies:

Full Fee Incurred: The full service fee will be charged.
Rescheduling Option: You have the option to reschedule your booking by paying an additional fee of $168 on top of the original service fee.

1.2 Two-Day Cancellation Notice

If you cancel your booking with a notice of two days before the scheduled service date, the following applies:

Forfeiture of Deposit: The deposit amount paid to confirm your booking will be forfeited.

1.3 Cancellation with More Than 48 Hours Notice

If you cancel your booking more than 48 hours before the scheduled service date, the following applies:

Cancellation Charge: A fee equivalent to 5% of the total service cost will be charged.

1.4 How to Cancel or Reschedule

To cancel or reschedule your booking, please contact us through one of the following methods:

Email: admin@majesticvacatecleaningperth.com.au
Phone: (08) 6185 0866

Please ensure that you provide your booking details when requesting a cancellation or reschedule.

2. Refund Policy

2.1 General Refund Policy

Majestic Vacate Cleaning Perth does not offer refunds for services rendered under normal circumstances. Payments made for our services are generally non-refundable.

2.2 Exceptions to the Refund Policy

Refunds are only provided under the following conditions:

Unsatisfactory Service: If our service is deemed unsatisfactory after two visits, and you provide photographic evidence of the unsatisfactory areas, you may be eligible for a refund equivalent to the amount representing the unsatisfactory work. The refund amount will be determined based on our past experience and current market cleaning labour rates.

2.3 Unsatisfactory Service Resolution

In the event that the cleaning service is unsatisfactory, Majestic Vacate Cleaning Perth will undertake the following steps to rectify the issues:

First Rectification Visit: We will provide a free return visit to address and rectify the unsatisfactory areas.
Second Rectification Visit: If the service remains unsatisfactory after the first rectification, we will provide one additional visit to resolve the issues.

Photographic and Video Documentation: We will record all photographs and videos of the cleaning work done to document the condition before and after our services. This documentation is essential for quality assurance and for substantiating any refund claims.

2.4 Specialist Intervention Exclusions

In certain instances where the cleaning cannot be improved without the intervention of a specialist, these do not come under unsatisfactory work, and you cannot claim a refund under the unsatisfactory cleaning policy. Specialist intervention is required for the following scenarios:

Mould Under Bathroom Sealant: Cleaning mould that resides under sealants requires specialized treatment.
Heavily Greasy and Dirty Blinds: Cleaning blinds that are excessively greasy or dirty may require removing them from the walls and using special tools and equipment.
Special Tools or Handyman Workmanship Required:
- Removing complicated doors from ovens to clean internal glass components.
- Removing grills that are screwed inside ovens.
- Removing light fittings that are complicated to disassemble.
- Removing screwed security screens.
Dirty Walls Requiring Painting: Cleaning issues such as oil stains from garages or permanent stains on shower grouts that necessitate painting rather than mere cleaning.
Heavy Calcium Build-Up on Shower Surfaces: Extensive calcium deposits on tiles, fixtures, or shower screens that can only be partially improved through cleaning efforts.

2.5 Refund Process

To request a refund, please follow these steps:

Report the Issue: Contact us within 14 calendar days after the service has been completed, providing detailed information and photographic evidence of the unsatisfactory work.
- Email: admin@majesticvacatecleaningperth.com.au
- Phone: (08) 6185 0866
Assessment: Our team will review the evidence provided and assess the extent of the unsatisfactory work based on our service standards and past experience.
Determination of Refund Amount: The refund amount will be determined based on the severity of the unsatisfactory work and current market cleaning labour rates.
Issuance of Refund: If approved, the refund will be processed to the original payment method used at the time of booking.

2.6 Conditions for Refund Eligibility

To be eligible for a refund, the following conditions must be met:

Documentation: You must provide photographic evidence of the unsatisfactory work.
Notification: You must notify us within 14 calendar days of the service completion.
Two Visits: The service issue must be unresolved after two cleaning visits.

2.7 Non-Refundable Circumstances

Refunds will not be provided in the following situations:

Change of Mind: If you decide not to use our services without any service-related issues.
Services Completed: Once the cleaning service has been satisfactorily completed to your satisfaction.
No Evidence: If there is no photographic evidence or sufficient proof of unsatisfactory work.
Specialist Intervention Required: Issues that require specialist intervention as outlined in section 2.4 do not qualify for refunds under unsatisfactory cleaning.

3. Contact Information

For any questions, concerns, or requests regarding this Refund and Cancellation Policy, please contact us at:

Majestic Vacate Cleaning Perth
Email: admin@majesticvacatecleaningperth.com.au
Phone: (08) 6185 0866
Address: 39 Pavers Cricle, Malaga, WA, 6090 Australia

By booking our Services, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund and Cancellation Policy.