At Real Bond Cleaning, we understand that plans change. This policy outlines how we handle cancellations, rescheduling, and refund requests so that expectations are clear for all parties. By booking our services, you agree to the terms set out below.
1. Cancellation by the Customer
1.1 Standard Cancellation Notice
We require a minimum notice period for cancellations. The following conditions apply:
- More than 48 hours before the scheduled service: Full refund of any deposit paid. No cancellation fee applies.
- Between 24 and 48 hours before the scheduled service: 50% of the total service fee is retained as a cancellation fee to cover staff allocation and scheduling costs.
- Less than 24 hours before the scheduled service: 100% of the total service fee is charged. No refund will be issued.
- Same-day cancellation or no-show: Full service fee is charged and no refund is applicable.
1.2 How to Cancel
To cancel your booking, please contact us as soon as possible via:
- Phone: 0478 550 012
- Email: info@realbondcleaning.com.au
Cancellations must be made directly with our team. Cancellations via social media messages or website contact forms may not be processed in time and are not guaranteed to be acknowledged within the required notice period.
2. Rescheduling
We understand that circumstances can change. If you need to reschedule your booking, the following conditions apply:
- Rescheduling with more than 48 hours’ notice: Free of charge. We will move your booking to the next available date.
- Rescheduling with 24-48 hours’ notice: A rescheduling fee of $50 may apply to cover administrative and scheduling costs.
- Rescheduling with less than 24 hours’ notice: This will be treated as a cancellation and the applicable cancellation fees will apply.
Each booking may be rescheduled a maximum of two times. Subsequent rescheduling requests may be treated as a cancellation at our discretion.
3. Refund Policy
3.1 Eligibility for Refunds
Refunds are considered in the following circumstances:
- The service was cancelled by the customer within the eligible cancellation window (as per Section 1.1)
- The service was cancelled by Real Bond Cleaning due to unforeseen circumstances (e.g., staff illness, equipment failure)
- A prepaid service was not delivered due to an error on our part
3.2 Non-Refundable Situations
Refunds will not be provided in the following circumstances:
- The customer cancels outside the eligible cancellation period
- Our team attended the property but was unable to gain access due to no fault of our own
- The customer is dissatisfied with results due to pre-existing conditions (e.g., permanent stains, aged surfaces, pre-existing damage)
- A re-clean has been completed under our Bond Back Guarantee
- Services have been fully rendered and no complaint was raised within the required timeframe
3.3 Refund Process
Approved refunds will be processed within 5-7 business days to the original payment method. We will notify you by email once the refund has been initiated. Processing times may vary depending on your bank or payment provider.
4. Bond Back Guarantee — Re-Clean Policy
Our Bond Back Guarantee provides a free re-clean (not a refund) if your real estate agent or landlord raises a cleaning-related concern following our service. To be eligible:
- You must notify us within 72 hours of the original clean with specific details of the concern
- You must provide a copy of the agent’s or landlord’s written feedback or failed inspection report
- The property must not have been re-occupied, used, or cleaned by another party between our service and the inspection
- The concern must relate to the cleaning work completed by our team, not to pre-existing damage or issues outside the scope of our service
We will schedule the re-clean within 2 business days of receiving the valid claim. The re-clean guarantee applies once per booking. If a second inspection also fails due to the same area, we will review the situation individually.
The Bond Back Guarantee does not apply where additional services (e.g., pest control or carpet cleaning) were declined by the customer and the failed inspection relates to those areas.
5. Cancellation by Real Bond Cleaning
In rare circumstances, we may need to cancel or reschedule your booking due to:
- Staff illness or unavailability
- Severe weather conditions making travel unsafe
- Equipment failure
- Other unforeseen operational issues
In such cases, we will notify you as early as possible and offer you the choice of a full refund or rescheduling to the next available date at no additional charge. We apologise in advance for any inconvenience this may cause.
6. Deposits
For larger or commercial bookings, we may require a deposit at the time of booking. Deposit amounts will be communicated to you at the time of booking confirmation. Deposits are subject to our cancellation policy as outlined in Section 1.1.
7. Disputes
If you are unhappy with the outcome of a refund or cancellation decision, please contact us directly so we can try to resolve the matter. We are committed to fair and transparent customer service.
If a resolution cannot be reached, you may contact the Queensland Office of Fair Trading at www.fairtrading.qld.gov.au or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights.
8. Australian Consumer Law
Nothing in this Refund & Cancellation Policy limits, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law. If a service is found to be not of acceptable quality, not fit for purpose, or not matching its description, you may be entitled to a remedy under the Australian Consumer Law regardless of this policy.
9. Contact Us
To cancel, reschedule, or discuss a refund, please contact us:
Real Bond Cleaning
Address: 22 Gawain Road, Bracken Ridge QLD, Australia
Phone: 0478 550 012
Email: info@realbondcleaning.com.au
Business Hours: Monday – Saturday, 7:00 AM – 6:00 PM
