top of page

Refund Policy

Refund Policy – Aus Home Services 

 

1. Introduction 

Aus Home Services is committed to delivering high-quality cleaning services with professionalism and care. This Refund Policy outlines our approach to service-related concerns, your rights under Australian Consumer Law, and the steps we take to address issues if they arise. 

 

2. Service Guarantee 

We aim to complete every job to a high professional standard. If you believe that a service was not completed as agreed, we offer a return service to address the issue—not discounts or financial refunds. We stand by our work and will return to correct any reasonable concern that falls within the scope of the originally agreed service. 

 

3. Notification Timeframe 

Any concerns regarding your service must be reported to us within 24 hours of completion. After this period, we may be unable to determine the cause of the issue and reserve the right to decline a return service. 

 

4. Conditions for Re-Cleans 

We will gladly return to fix any issue that: 

  • Is related to the original scope of work, 

  • Was not satisfactorily completed based on reasonable expectations, 

  • Is not the result of events or factors occurring after the clean. 

This includes missed areas, inadequate cleaning, or agreed tasks not completed. 

 

5. Exclusions 

We will not return or provide any service guarantee for: 

  • Conditions caused by natural elements such as dust, insects, pollen, or weather after the clean is completed. 

  • Issues not reported within the 24-hour window. 

  • Services or tasks that were not included in the original booking. 

  • Situations where property access, materials, or equipment provided by the client impacted the service outcome. 

 

6. Consumer Rights 

This policy does not override your rights under the Australian Consumer Law (ACL). Under the ACL, consumers are entitled to a remedy if services are not provided with due care and skill, are unfit for purpose, or do not match the agreed description. If a major problem occurs, you may be entitled to a refund or re-do at your choice. For minor problems, we are entitled to offer a re-clean first. 

For more information, visit www.consumer.vic.gov.au. 

 

7. How to Report a Problem 

To report an issue, please contact us with: 

  • Your name and booking details, 

  • A description of the concern, 

  • Supporting photos (if applicable), 

  • Confirmation the issue is being reported within 24 hours of service. 

Contact us via: 

  • Phone: 0478 492 519 

 

8. Policy Changes 

This Refund Policy may be updated from time to time to reflect changes in business practices, customer feedback, or legal requirements. The most current version will always be available on our website. 

bottom of page