Version: 1.0
Effective Date: 23 July 2026
Last Updated: 23 July 2026
Clean on Demand is committed to delivering quality cleaning services. If you are not satisfied with the completed service, we encourage you to contact us promptly so we can review the matter and determine an appropriate resolution in accordance with this Policy.
• If you believe the completed service does not meet the confirmed booking scope or agreed service standard, you must notify us within 12 hours of service completion.
• Please provide clear photos or videos showing the affected areas so our team can review the issue properly.
• Where appropriate, we may arrange a partial reclean, re-service, service credit, rescheduling, or another suitable resolution.
Clean on Demand reserves the right to investigate all complaints before approving any refund, recleaning, service credit, or other remedy.
Recleaning does not generally apply to:
Areas outside the confirmed booking scope.
New dirt or mess created after service completion.
Permanent stains, old marks, rust, or mould requiring specialist treatment.
Damage, normal wear and tear, or pre-existing defects.
Inaccessible areas.
Issues reported more than 12 hours after service completion.
Requests submitted without reasonable supporting photos or videos.
Cancellation and rescheduling timeframes, fees, and no-show handling are set out in full in the Customer Terms of Service, Section 5 (Cancellation & Rescheduling). In summary:
Cancellations made more than 24 hours before the scheduled appointment are free of charge and are generally eligible for a full refund .
Cancellations made within 24 hours of the scheduled appointment are subject to a 50% cancellation fee , with the customer generally eligible for a 50% refund .
No-show, failed access, or late access situations are assessed on a case-by-case basis and are not automatically eligible for a 50% refund.
Rescheduling requests made within 24 hours may also be subject to the same 50% fee, but are reviewed on a case-by-case basis depending on availability and operational preparation already undertaken, rather than applied automatically.
Refunds are assessed on a case-by-case basis and may be approved where applicable, including:
Cancellation more than 24 hours before the scheduled appointment (generally eligible for a full refund).
Cancellation within 24 hours of the appointment (generally eligible for a 50% refund after the applicable cancellation fee).
Duplicate or incorrect payment.
Booking cancelled by Clean on Demand.
Service could not be provided due to operational reasons attributable to Clean on Demand.
Verified service quality issues where a reclean or alternative resolution cannot reasonably be provided.
Our total liability in relation to any booking shall not exceed the amount paid by the customer for the affected service, except where otherwise required by applicable law.
Refunds will generally not be provided where:
The service has been completed according to the confirmed booking.
The complaint is submitted after the 12-hour reporting period.
The complaint lacks reasonable supporting evidence.
The issue is outside the confirmed service scope.
The service cannot be completed due to events beyond our reasonable control, including severe weather, government restrictions, public emergencies, or other force majeure events.
Before issuing a refund, we may offer one or more of the following resolutions:
A partial reclean.
A re-service.
A service credit.
Rescheduling of the affected service.
Another reasonable resolution, where appropriate.
Our goal is to ensure every completed service meets the confirmed booking scope, and we will work with you to make it right where that standard has not been met, subject to the reporting window and conditions set out in this Policy.
Approved refunds are generally processed within 7 to 21 business days , depending on the original payment method and payment provider.
Refunds will normally be issued to the original payment method , unless otherwise agreed by Clean on Demand and the customer.
Curtain cleaning is an off-site service, and the following terms apply in addition to the general policy above. Full curtain cleaning terms are also set out in the Customer Terms of Service, Section 11.
• Curtain cleaning is deemed to have commenced once the curtains have been collected from the customer's premises. Cancellation after collection is not permitted, and payments made are non-refundable.
• Complete stain removal cannot be guaranteed and depends on the stain type, fabric type, curtain age, and condition.
• Natural fabric risks, including shrinkage, fading, distortion, discolouration, tearing, or changes in texture, may occur depending on fabric type, age, condition, and previous treatment, and are not covered under this Policy.
• Free collection and delivery are included for curtain cleaning orders. Free dismantling and installation are also included for curtains up to 3 metres in height, subject to site accessibility, curtain condition, and safety requirements. Curtains exceeding 3 metres may require additional manpower and additional charges may apply.
Customers are responsible for informing us of any existing fabric damage, repairs, delicate materials, or special cleaning requirements before collection.