Two Mates Cleaning Pty Ltd · ABN 62 694 980 973 · Perth, Western Australia
This Cancellation & Rescheduling Policy applies to Bond Cleaning, Vacate Cleaning, End of Lease Cleaning and related services booked with Two Mates Cleaning Pty Ltd.
When a cleaning appointment is confirmed, we reserve cleaning staff, travel time and a service window specifically for your Property. Late cancellations can leave that time unavailable for another customer.
For this reason, the following cancellation and rescheduling conditions apply.
If you cancel your scheduled cleaning more than 72 hours before the scheduled commencement time, payments already made will be refunded, less a:
The $20 fee contributes toward administration and payment-processing work associated with cancelling the confirmed booking and processing the refund.
Any balance due to you will be returned using the applicable payment method where reasonably practicable.
If you cancel your cleaning less than 72 hours before the scheduled commencement time, the 10% booking deposit is non-refundable.
This includes cancellations made between 24 and 72 hours before the booking and cancellations made within 24 hours of the booking.
The 10% deposit reserves the cleaning team and scheduled service period for your Property.
Where an amount greater than the applicable deposit has already been paid, any refundable balance will be returned subject to these Terms and applicable law.
A cancellation made on the scheduled cleaning day is considered a cancellation within 72 hours.
The 10% booking deposit will therefore be retained under this Cancellation Policy.
If our cleaners have already travelled to or arrived at the Property, any separately disclosed and applicable attendance, parking, access or other costs may also apply where permitted by law.
The cancellation period is calculated from the scheduled commencement time of your cleaning.
If your cleaning is booked for 9:00 am Friday, you must cancel before 9:00 am Tuesday to fall within the "more than 72 hours" cancellation category.
We understand that moving dates and property handovers sometimes change.
You may request that your booking be postponed or rescheduled.
A:
applies each time a confirmed cleaning appointment is moved to another date or time at the Customer's request.
All rescheduled appointments are subject to Two Mates Cleaning's availability.
We cannot guarantee that your preferred replacement date or time will be available.
Once a booking is postponed, the original service time is released.
Your replacement appointment will depend on:
We will make reasonable efforts to provide a suitable alternative appointment but cannot guarantee a particular cleaner, team or time slot.
If your landlord, property manager, settlement agent, removalist or another third party changes your handover arrangements, this does not automatically cancel or change your booking with Two Mates Cleaning.
You must contact us directly if your cleaning appointment needs to be changed.
The normal rescheduling or cancellation conditions will apply.
Each request to change a confirmed appointment is treated as a rescheduling request and may incur the applicable $20 rescheduling fee.
The replacement booking remains subject to availability.
If a rescheduled booking is later cancelled, the normal Cancellation Policy applies based on the scheduled commencement time of the current confirmed booking.
Any rescheduling fee already incurred is not ordinarily refundable because the rescheduling service has already been performed.
This does not affect any rights you may have under Australian Consumer Law.
The Customer is responsible for ensuring our cleaners can access the Property at the scheduled time.
If our cleaners cannot enter because:
the booking may be treated as a late cancellation or failed-access appointment.
Please contact us immediately if you believe there may be an access problem.
Bond Cleaning should normally be scheduled after:
If the Property is not reasonably ready for cleaning, we may discuss whether the Service can proceed, needs to be varied or needs to be rescheduled.
If you choose to reschedule, the applicable rescheduling fee may apply.
Sometimes circumstances outside reasonable control can affect a cleaning appointment, including:
If Two Mates Cleaning needs to change your appointment, the Customer will not be charged our $20 customer rescheduling fee.
We will make reasonable efforts to arrange the earliest suitable replacement appointment.
If Two Mates Cleaning cancels a booking and cannot provide the agreed Service, any amount paid for services not supplied will be refunded as required by law.
Our customer cancellation charges will not apply where the cancellation is initiated by Two Mates Cleaning.
The cancellation charges in this Policy primarily apply where the Customer chooses to cancel or change a confirmed appointment for reasons unrelated to a failure by Two Mates Cleaning to provide the agreed Service.
Nothing in this Policy restricts any cancellation, refund or other right available under Australian Consumer Law.
Please contact Two Mates Cleaning as soon as possible if your plans change.
Provide:
The time we receive the cancellation or rescheduling request will be used to determine the applicable notice period.
Before your Bond Clean, please also read our Bond Cleaning Terms & Conditions, our Bond Cleaning Checklist and our 14-Day Re-Clean Warranty.
These policies should be read together with your quote and booking confirmation.
Questions about cancelling or rescheduling? Contact us or read more about Two Mates Cleaning.
