Refund policy
What to do if something isn't right after your clean.
Our commitment
We take pride in our work. If something isn't right, we want the chance to put it right.
Fix it first
- Tell us within 24 hours of the service being completed, with photos and a short description where you can.
- Before any refund, credit or invoice adjustment, we need a reasonable chance to inspect the issue and, where appropriate, come back and fix the affected areas at no extra cost.
- Fixing the issue is limited to the original agreed scope of work.
Refund eligibility
Not being satisfied doesn't automatically mean a refund. We look at each request case by case, considering the agreed scope, the property's condition before the clean, the evidence provided and whether we had the chance to fix the issue.
If a request is approved, the outcome may be a full refund, a partial refund, a service credit or an invoice adjustment, at our discretion.
When refunds aren't provided
Refunds, credits or adjustments generally aren't provided when:
- The issue is outside the agreed scope of work
- Another cleaner was hired, or more cleaning was done, before we could inspect or fix the issue
- The issue is a permanent stain, wear and tear, damage, mould beneath grout or silicone, discolouration or a pre-existing condition
- A reasonable visit to fix the issue is declined
- The issue is reported more than 24 hours after the service, unless there are exceptional circumstances
How approved refunds are paid
Approved refunds are usually paid back to the original payment method within 5 to 10 business days, depending on your bank.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
See also our Service terms and Bond Back Guarantee.
To report an issue, call 08 7083 8722, text 0423 243 537 or email admin@filo-cleano.com.au.