Refund, Cancellation & Satisfaction Policy Overview
This section explains our refund and cancellation terms, guiding you through the process of requesting a refund or cancelling your order with clarity and ease.
Refund, Cancellation & Satisfaction Policy
Thank you for choosing Soiled Feather Cleaning Services. We value your business and strive to provide exceptional service. To maintain a reliable schedule for our team and our clients, we enforce a strict refund and cancellation policy.
Satisfaction Guarantee & Resolution Policy
Because cleaning is a personalized, service-based labor, we aim to resolve all service issues actively through a framework of correction and compromise. Except where required under the Australian Consumer Law (such as in the case of a major service failure), we operate a strict Resolution Policy rather than providing immediate monetary refunds.
- 24-Hour Notification: If any area was missed or not cleaned to the agreed-upon standard, the Customer must notify us in writing with photographic evidence within twenty-four (24) hours of the service completion.
- Complimentary Touch-Up: For minor service omissions notified within the 24-hour window, the Company reserves the right to remedy the issue by sending a team member back to re-clean the specific areas of concern at no additional charge to you. You must provide us with a reasonable opportunity to correct these areas.
- Negotiation Process: If a complimentary touch-up is operationally impossible, or fails to resolve a minor issue, we will enter into a good-faith negotiation to secure a fair compromise. This may include applying service credits toward your next scheduled booking, establishing a rate adjustment on future services.
Booking, Cancellation & Reschedule Terms
At Soiled Feather Cleaning, we dedicate specific operational slots, specialized equipment, and staff rosters to every individual client. Because of this, we operate a strict Reschedule-Only policy for all client-initiated cancellations.
- Deposits & Payments: All booking payments and deposits are non-refundable. If your circumstances change and you can no longer fulfill your original slot, your payment will be safely transferred into a Soiled Feather Cleaning Service Credit, valid for use within six (6) months.
- Notice Required: To successfully transition your booking to a new date without penalty, we require a minimum of (48 hours) written notice.
- Consumer Law Compliance: This policy applies to client-initiated scheduling changes and change-of-mind cancellations. It does not restrict, modify, or exclude your statutory consumer rights under the Australian Consumer Law (Tasmania) in the event of an unrectified major service failure.
If you must change your appointment, the following rules apply:
- Rescheduling Notice: We require at least 48 hours’ notice if you need to move your appointment to a different date or time.
- Late Cancellations / No-Shows: If you cancel your service entirely, or request a change with less than 24 hours’ notice, you will be charged 100% of the scheduled service fee.
- Lockouts & No Access: If our team arrives and cannot access the property (e.g., locked doors, gate codes not working, or being turned away at the door), this will be treated as a last-minute cancellation, and the full service fee will apply.
Important Conditions
- Access for Resolutions: If our team is denied access to the property to perform a touch-up or verify a satisfaction claim, the negotiation process will be voided.
- Pre-Existing Conditions: Soiled Feather Cleaning Services is not responsible for damage caused by wear and tear, permanent staining, or improper maintenance prior to our arrival. These areas are exempt from recleaning or negotiation.
Our Commitment to Complete Satisfaction
This section explains our refund and cancellation policies, emphasizing quick processing and easy steps to ensure your confidence and contentment.