Refund and Cancellation Policies

Refund Policy

At Excellent Carpet Cleaning, we are committed to providing high-quality carpet cleaning services to our customers. If you are not satisfied with the service provided, we encourage you to contact us so we can work towards a resolution. This Refund Policy outlines your rights and obligations in accordance with the Australian Consumer Law (ACL) under the Fair Trading Act 1987 (NSW).

Your Rights Under Australian Consumer Law

Under ACL, consumers are entitled to a refund, repair, replacement, or compensation if a service provided:

  • Is not delivered with due care and skill;
  • Is not fit for a particular purpose that was agreed upon;
  • Does not meet the expectations reasonably agreed upon before the service commenced.

Eligibility for a Refund

You may be eligible for a refund or other remedies if:

  • The cleaning service was not completed with the required level of care and skill;
  • The service was not delivered as described or agreed upon;
  • The service caused damage to your carpets or property due to negligence;
  • Stains or issues that were guaranteed to be removed remain after service completion.

A refund will not be provided if:

  • You change your mind after the cleaning has been completed;
  • You decide you no longer need the service after booking or after the cleaning process has started;
  • The issue arises due to circumstances outside of our control (e.g., pre-existing damage, wear and tear, or stains that were disclosed as permanent prior to service commencement);
  • The issue is related to unrealistic expectations beyond industry standards for carpet cleaning.

Requesting a Refund

If you believe you are entitled to a refund, please follow these steps:

  1. Contact Us: Notify us in writing at cleaning@excellent.net.au or call us at (02) 6362 4695 within a reasonable timeframe after the service has been completed.
  2. Provide Details: Include your name, contact information, service details, photos of the issue, and a clear explanation of the problem.
  3. Assessment: We will assess your request and determine whether the issue can be rectified by reattendance.
  4. Resolution: If eligible, we will provide a refund, re-cleaning service, or compensation, as required under ACL.
    Partial Refunds or Alternative Remedies

In some cases, a partial refund or alternative remedy (such as a free follow-up cleaning) may be offered, depending on the extent of the issue.

Dispute Resolution

If you are unsatisfied with our decision, you may escalate the matter to NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) for further assistance.

Changes to This Policy

We reserve the right to update this Refund Policy at any time to ensure compliance with legal obligations and best practices. The latest version will always be available on our website.

For any questions or concerns, please contact us at (02) 6362 4695.

Cancellation Policy

Booking Cancellations

We understand that plans can change. If you need to cancel your appointment, the following cancellation policy applies:

  • More than 24 hours' notice: Cancellations made more than 24 hours before the scheduled appointment will not incur a cancellation fee.
  • Less than 24 hours' notice: Cancellations made within 24 hours of the scheduled appointment may be subject to a cancellation fee of $75.
  • Same-day cancellations or no-shows: If you cancel on the same day or fail to be present for the appointment, you may be charged the full service fee.

Rescheduling

  • If you need to reschedule your appointment, we encourage you to do so by calling or texting the office at least 24 hours in advance to avoid any fees.
  • We will do our best to accommodate your new preferred date and time.

How to Cancel or Reschedule

To cancel or reschedule your appointment, please contact us as soon as possible via:

  • Phone: (02) 6362 4695
  • Text Message: 0422 322 469
  • Email: admin@excellent.net.au
  • Mail: Attn: Refund Policy, Excellent Carpet Cleaning, Unit 6/21 Peisley Street, Orange NSW 2800

Dispute Resolution

If you are unsatisfied with our decision, you may escalate the matter to NSW Fair Trading or the Australian Competition and Consumer Commission (ACCC) for further assistance.

Changes to This Policy

We reserve the right to update this policy at any time to ensure compliance with legal obligations and best practices. The latest version will always be available on our website.

For any questions or concerns, please contact us at (02) 6362 4695