Cancellations, Refunds & Service Concerns

OneTwoKlean’s services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Services must be provided with due care and skill, be reasonably fit for any purpose made known to us and be supplied within a reasonable time where no time has been agreed.

If a service does not meet an applicable consumer guarantee, the remedy available will depend on the circumstances and whether the problem is minor or major.

Nothing in this policy limits any right or remedy that cannot lawfully be excluded.

A deposit may be required to secure a booking. The required amount will be stated in the service proposal and applied toward the total service price.

Deposits are generally non-refundable once a booking is confirmed because staff, scheduling, travel and operational resources are allocated to the service.

This does not affect any refund or remedy required under the Australian Consumer Law. A deposit will also be refunded where OneTwoKlean is unable to provide the agreed service and the client does not choose an alternative date.

Where a cancellation fee applies, any deposit already paid will be credited toward that fee. The client will not be charged twice for the same amount.

The following cancellation terms apply unless different terms have been agreed in writing:

• More than 96 hours before the scheduled service: no cancellation fee applies. Any confirmed-booking deposit remains subject to the deposit terms above.
• Within 96 hours of the scheduled service: a cancellation fee equal to 50% of the total agreed job value applies.
• Same-day cancellation or failure to provide access: a cancellation fee equal to 75% of the total agreed job value applies.

These fees reflect staff scheduling, travel, preparation and operational costs committed to the booking.

Emergency situations may be reviewed individually. Any waiver or reduction remains at OneTwoKlean’s discretion, except where a different outcome is required by law.

Requests to reschedule should be made as early as possible and remain subject to availability.

Where a late rescheduling request results in unrecoverable staffing, travel or preparation costs, OneTwoKlean will advise the client whether a cancellation or rescheduling fee applies before confirming the change.

Repeated rescheduling may require a new deposit or revised service proposal.

If OneTwoKlean is unable to provide the agreed service, we will contact the client as soon as reasonably practicable.

The client may choose between:

• Rescheduling the affected service to an agreed alternative date; or
• Receiving a refund of amounts paid for the affected service.

This section does not limit any additional rights available under the Australian Consumer Law.

OneTwoKlean takes pride in providing services in accordance with the accepted proposal and agreed scope.

If a client believes an agreed task has not been completed to the expected standard, they should contact us within 72 hours of service completion and provide reasonable details or photographs where available.

OneTwoKlean may inspect the affected area and, where appropriate, arrange to re-perform the affected part of the service within a reasonable time.

Our voluntary satisfaction commitment does not cover:

• Work outside the accepted service scope
• Permanent staining, wear, damage or discolouration
• Areas that were unsafe, inaccessible or obstructed
• New dirt, use or damage occurring after the service
• Outcomes controlled by an external third party
• Tasks that were declined or could not safely be performed

The 72-hour notification period applies to our voluntary satisfaction process only. It does not limit rights that may apply under the Australian Consumer Law.

Where a service problem is minor and can be remedied, OneTwoKlean may arrange to correct the affected work free of charge and within a reasonable time.

Clients must provide reasonable access and an opportunity for OneTwoKlean to assess and remedy the issue.

If OneTwoKlean cannot or does not remedy an eligible minor problem within a reasonable time, the client may have further rights under the Australian Consumer Law.

A service problem may be major where, for example, the service creates an unsafe situation, is substantially unfit for its normal or disclosed purpose and cannot easily be corrected within a reasonable time, or is materially different from what was agreed.

Where an applicable consumer guarantee has a major failure, the client may be entitled to cancel the affected service and receive a refund for the unconsumed portion, or retain the service and seek compensation for the reduction in value, in accordance with the Australian Consumer Law.

OneTwoKlean is not required to provide a refund where the client simply changes their mind, no longer requires the service or finds an alternative provider.

The deposit and cancellation terms in this policy and the Service Agreement will apply.

This does not affect rights arising from a failure to meet an applicable consumer guarantee.

To raise a service concern or request a review, contact OneTwoKlean and provide:

We aim to acknowledge service concerns and refund requests within three business days. Complex matters may require additional time for assessment.

• Your name and contact details
• The service address
• The service date
• The proposal, booking or invoice number where available
• A clear description of the concern
• Supporting photographs where reasonably available
• The outcome you are requesting

Where a refund is approved, it will generally be processed using the original payment method unless another method is agreed.

Processing time may depend on the client’s bank or payment provider.

OneTwoKlean may request reasonable proof of payment before processing a refund.

Phone: 1800 188 926

Email: hello@onetwoklean.com

Location: George Town, Tasmania

Office hours: Monday to Friday, 9:00 am to 5:00 pm