Two Mates Cleaning Pty Ltd · ABN 62 694 980 973 · Perth, Western Australia
Two Mates Cleaning takes responsibility for the cleaning work we agree to perform.
This Refund Policy explains how we assess requests for refunds where a Customer believes a Bond Cleaning Service has been provided below the expected standard.
This Policy applies together with our:
Our service-related Refund Policy applies where the Customer alleges that work performed by Two Mates Cleaning was substandard, incomplete or otherwise failed to meet the applicable service standard.
A refund is not automatically available simply because:
Every claim is assessed according to the circumstances.
If an eligible cleaning issue can reasonably be corrected by cleaning, our normal first remedy under the Two Mates 14-Day Re-Clean Warranty is to return and rectify the affected area at no additional cleaning labour charge.
Examples might include:
See the complete conditions in our 14-Day Re-Clean Warranty.
If you believe the Service was below standard, please provide clear evidence so we can properly investigate the claim.
We ask customers to provide clear photographic evidence wherever reasonably available.
Photographs should:
For multiple alleged issues, please provide photographs of each affected area.
Where the complaint follows a final inspection, please also provide any available:
This helps us determine exactly what has been raised and whether the issue falls within the Service booked from Two Mates Cleaning.
Photographic evidence is the most useful way to investigate a cleaning complaint, particularly after we no longer have control of the Property.
However, nothing in this Policy is intended to remove rights available under Australian Consumer Law merely because photographs are unavailable.
Where appropriate, we may consider other evidence or request access to inspect the Property.
Before determining whether a refund is appropriate, Two Mates Cleaning may review:
Where reasonably practicable, we may also request an opportunity to inspect the affected area.
A small number of missed cleaning items ordinarily does not mean the entire Bond Cleaning Service has no value.
Where the issue is minor and can reasonably be corrected, Two Mates Cleaning will generally offer to rectify the affected work through the 14-Day Re-Clean Warranty.
A full refund would not ordinarily be appropriate simply because an isolated eligible item requires re-cleaning.
This is subject to Australian Consumer Law.
Depending on the circumstances and applicable law, a refund, partial refund, price adjustment or other remedy may be considered where:
The appropriate remedy depends on the seriousness and extent of the problem.
Where only part of the Service is affected, any refund or price reduction may be limited to the reasonable value of the affected part of the Service.
For example: if the kitchen, bathrooms, floors and general cleaning were satisfactorily completed but one separately identifiable component materially failed, the whole Bond Cleaning price would not automatically be refundable.
The remedy will be assessed according to the actual circumstances and applicable law.
A refund will not be provided under our voluntary Refund Policy merely because an item was not completed where that item:
See our Bond Cleaning Checklist.
If a condition falls within an express limitation or exclusion of our 14-Day Re-Clean Warranty, that condition does not automatically become refundable simply because the warranty does not cover it.
Examples include the following.
Silicone around showers, baths, sinks and similar wet areas can become:
Cleaning may improve surface contamination but cannot restore deteriorated silicone to a new condition.
Where replacement or re-siliconing is required, that is a maintenance or specialist service rather than a cleaning defect.
The presence of permanent silicone staining therefore does not, by itself, create an entitlement to a cleaning refund.
Some conditions require specialist treatment rather than standard Bond Cleaning.
Examples may include:
Where specialist work was not included in the booking, failure to achieve that specialist result is not considered a failure of the standard Bond Cleaning Service.
If a Property is substantially dirtier than the condition described when the quote was prepared, additional cleaning may be required.
Examples include:
Where additional work is identified, we may: provide an additional price; explain what can reasonably be achieved; identify limitations; or allow the Customer to decline the additional work.
If the Customer declines additional work, the uncompleted additional work is not covered by the voluntary Re-Clean Warranty or Refund Policy.
However, the work that Two Mates Cleaning did agree to perform must still be completed with appropriate care and skill.
Standard wall inclusions are determined by your quote and our Bond Cleaning Checklist.
Unless full wall washing has specifically been included, standard Bond Cleaning may be limited to the wall-cleaning tasks stated in the applicable quote or Checklist.
Extensive wall cleaning may require additional charges where walls have:
Some marks may also require painting rather than cleaning.
If full wall cleaning was not booked, the condition of those excluded wall areas does not form part of a refund claim against the standard Bond Cleaning Service.
A refund is not payable under our voluntary Refund Policy merely because cleaning cannot remove:
Cleaning does not repair damaged materials.
Maintenance problems are outside Bond Cleaning.
Examples include:
A Property Manager requesting maintenance does not convert that work into a Bond Cleaning obligation.
We cannot be responsible under our voluntary Refund Policy for an area we could not reasonably access because of:
The condition of the Property may change after our cleaners leave.
Our Refund Policy does not cover contamination caused afterwards by:
This includes new dust, footprints, debris or marks created after completion.
A landlord or Property Manager may seek a bond deduction for many reasons unrelated to cleaning.
These may include:
Two Mates Cleaning does not guarantee the amount of bond ultimately released.
A refund claim against us must relate to the cleaning Service we agreed to perform.
Where the issue is reasonably capable of being corrected, please allow Two Mates Cleaning the opportunity to inspect and rectify the work.
If another cleaning company is engaged before we are given a reasonable opportunity to investigate or rectify the issue, Two Mates Cleaning may not be responsible for the third party's costs where the law does not require otherwise.
Your rights under Australian Consumer Law remain unaffected.
Where a refund is approved, we will advise you of:
Refunds will normally be returned to the original payment method where reasonably practicable.
Processing times may depend on the bank or payment provider after the refund has been issued by us.
To help us resolve a complaint quickly, please provide:
This Refund Policy provides the process Two Mates Cleaning uses to assess complaints and our voluntary service remedies.
It does not exclude or restrict rights that cannot lawfully be excluded under Australian Consumer Law.
Where our Service fails to satisfy an applicable consumer guarantee, the remedies available depend on the nature and seriousness of the failure.
Please also read our 14-Day Re-Clean Warranty, our Bond Cleaning Terms & Conditions, our Bond Cleaning Checklist and our Cancellation & Rescheduling Policy.
Questions about a refund claim? Contact us or read more about Two Mates Cleaning.
