Refund Policy

1. General Policy

All bookings made with Gold Star Bond Cleaning Brisbane are subject to our No Refund Policy once the service has commenced. Our cleaning services are carried out by trained professionals following industry-approved checklists and quality standards.

Refunds are generally not applicable because cleaning is a time-based and service-oriented activity. However, if a legitimate issue arises, we will review the situation in accordance with this policy and Australian Consumer Law.

2. Non-Refundable Fees

• All booking and service fees are non-refundable once a booking has been confirmed.

• Payments for additional or customised services requested after the initial quote are also non-refundable.

• Travel fees, parking fees, and access-related charges are not eligible for refunds under any circumstances.

• Refunds will not be provided if:

  • Access to the property was not arranged at the scheduled time.

  • Utilities such as water or electricity were unavailable during the service.

  • The property’s condition or size differed from the description provided at booking.

  • The client or tenant was still in the process of moving at the scheduled cleaning time.

3. Service Quality and Re-Clean Option

Gold Star Bond Cleaning Brisbane offers a 7-Day Service Guarantee and 100% Bond Back Guarantee (also a reclean service) on eligible bond cleaning packages.
If a client or property manager identifies an issue related to the areas listed in the original cleaning checklist, we will re-clean those specific areas free of charge within the guarantee period.

Please note:

• The guarantee is a re-clean service, not a refund policy.

• All requests for re-cleaning must be made within seven (7) days of the initial service date.

• A copy of the exit inspection report and photos must be provided for verification.

• Access for re-cleaning must be arranged by the client or tenant.

No refunds will be issued once a re-clean has been completed as per our service commitment.

4. Cancellation and Rescheduling Refunds

Refunds related to cancellations are processed as follows:

• Cancellations made at least 48 hours before the scheduled service time may be eligible for a partial refund, excluding the non-refundable booking fee.

• Cancellations made within 48 hours of the scheduled service will not be eligible for a refund and may incur a $100 cancellation fee.

• If our team cannot access the property, or the property is unsafe for staff, the booking may be cancelled without refund.

In cases where Gold Star Bond Cleaning Brisbane cancels a booking due to unforeseen circumstances (e.g., staff unavailability, vehicle breakdown, or severe weather), the client will be offered the choice of a rescheduled appointment or a full refund of any prepaid amount (excluding completed services).

5. Refunds for Service Issues

Refunds may be considered only under the following conditions:

• The issue was directly caused by our staff during service.

• The client reported the issue within 24 hours of service completion, with clear photographic evidence.

• An investigation confirms that the concern was valid and directly related to our cleaning actions.

If approved, refunds will be processed within 7–10 business days via the original payment method. Gold Star Bond Cleaning Brisbane reserves the right to issue partial refunds or service credits depending on the nature of the issue.

6. No Refund Scenarios

Refunds will not be issued in the following cases:

• Services were completed as per the original checklist and standard.

• Issues fall outside the scope of the agreed service (e.g., permanent stains, mould, or damage).

• Client dissatisfaction based on subjective opinions rather than objective evidence.

• Services were hindered due to lack of access, missing keys, pets, or occupant interference.

• Damage or dirt was caused after the cleaning service was completed.

• The client failed to report issues within the guarantee or reporting period.

7. Change of Mind

As cleaning services are customised and time-based, refunds cannot be granted for change of mind or if the client decides not to proceed after the cleaning team has arrived or commenced work.

8. Compliance with Australian Consumer Law

Gold Star Bond Cleaning Brisbane operates in compliance with the Australian Consumer Law (ACL). This policy does not limit your rights to a remedy if there is a major fault or service failure that cannot be rectified. In such cases, we will provide an appropriate resolution, which may include a partial refund, service credit, or re-cleaning, depending on the situation.

9. Contact Information

For refund-related inquiries, please contact:

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