Cancellation Policy

1. General Policy

When a booking is confirmed, a specific date and time are reserved exclusively for your service. Our cleaners prepare resources, allocate vehicles, and schedule work accordingly.
To maintain operational efficiency and fair scheduling, all clients are required to provide adequate notice for any booking changes, cancellations, or reschedules.

2. Notice Period for Cancellation or Rescheduling

• Clients must provide at least 48 hours’ notice before the scheduled service time for any cancellation or rescheduling request.

• Requests made within this 48-hour window will incur a $100 late cancellation or rescheduling fee.

• Cancellations made on the day of service, or instances where cleaners arrive and are unable to access the property, will be considered a same-day cancellation and no refund will be issued.

3. Non-Refundable Booking Fee

A non-refundable booking fee applies to all confirmed appointments. This fee covers administrative and scheduling costs.
The booking fee is not transferable or refundable in the event of a cancellation or failure to provide proper notice.

4. Rescheduling Conditions

• Bookings may be rescheduled free of charge if notice is given at least 48 hours in advance.

• If rescheduling is requested within 48 hours of the scheduled time, a $100 rescheduling fee applies.

• Rescheduling is subject to availability and must be confirmed by our team in writing or via email.

5. No-Show and Access Issues

A service will be considered a no-show if the cleaning team arrives at the property and cannot gain access within 30 minutes of the scheduled time due to:

• No one being present, and no key access arranged.

• Locked gates, missing keys, or access codes not provided.

• Pets or tenants obstructing entry.

In these cases, the client will forfeit the booking fee and may be required to pay an additional call-out fee if a new visit is arranged.

6. Unsafe or Unsuitable Property Conditions

Gold Star Bond Cleaning Brisbane reserves the right to cancel or postpone a booking if:

• The property is deemed unsafe or unhygienic for cleaning staff.

• The condition or size of the property differs significantly from the details provided at booking.

• Essential utilities such as electricity or water are unavailable at the property.

If such situations occur, the client may be charged a travel or cancellation fee, and any prepayment will not be refunded.

7. Service Unavailability

In rare cases, Gold Star Bond Cleaning Brisbane may need to reschedule or cancel a booking due to unforeseen circumstances such as staff illness, vehicle breakdown, or extreme weather conditions.
In these cases, clients will be offered the choice to:

• Reschedule the booking to the next available time, or

• Receive a full refund for any prepaid amount (if no service has been commenced).

8. Partial or Mid-Service Cancellations

Once the cleaning service has commenced, the client cannot cancel or request a refund for any reason unrelated to service performance.
If a client decides to stop the service midway, no refund or discount will be provided for incomplete work.

9. Refunds After Cancellation

Refunds are processed in accordance with our Refund Policy.

• Refunds, when applicable, will be issued within 7–10 business days of approval.

• Refunds are only granted if the client has met all cancellation requirements outlined in this policy.

• The booking fee and any additional administrative or travel costs are non-refundable.

10. Force Majeure

Gold Star Bond Cleaning Brisbane will not be held responsible for cancellations or delays caused by circumstances beyond our control, including severe weather, road closures, accidents, or natural disasters.
In such cases, services will be rescheduled at the earliest available date without additional cost to the client.

11. Agreement to Terms

By confirming a booking with Gold Star Bond Cleaning Brisbane, the client acknowledges that they have read, understood, and agreed to all terms stated in this Cancellation Policy.
This policy ensures fairness to both clients and staff, enabling efficient scheduling and high-quality service delivery.

12. Contact Information

For all cancellation or rescheduling requests, please contact us through any of the following methods:

Gold Star Bond Cleaning Brisbane
Phone: 0480 358 672
Email: goldstarcleaningptyltd@gmail.com