Refund and Re-Clean Policy

1. Consumer Guarantees

Under the Australian Consumer Law (ACL), our services come with guarantees that they will be:

• Provided with acceptable care and skill;

• Fit for the purpose you asked for; and

• Supplied within a reasonable time.

If we fail to meet these guarantees you are entitled to a remedy. For a minor failure we will re-clean or refund at our option. For a major failure you may choose a refund of the service fee or compensation for the drop in value.

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2. ShineWise Satisfaction Commitment

If you believe any agreed task was not completed to an acceptable standard, notify us in writing or by phone within 24 hours of service completion and provide photos if possible. We will:

Remedy OrderTimeframeCost to Client

Free re-clean of affected areasWithin 3 business days (or next mutually agreed date)$0

Refund or credit (if a re-clean is not possible or fails to resolve the issue)Processed within 5 business days100 % of the affected portion

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3. Client-Initiated Cancellations & Reschedules

Notice GivenOutcome

> 24 hours before startFull refund of any prepaid amount or no fee

< 24 hours before start$50 late-cancellation fee or 20 % of the service fee (whichever is lower) deducted from refund

On arrival & access denied (no key, wrong code, aggressive pet, unsafe site)$80 call-out fee or 30 % of quoted price, whichever is lower

4. ShineWise-Initiated Cancellations

If we must cancel or cannot complete a confirmed booking (e.g. staff illness, vehicle breakdown, extreme weather), you may choose:

• A reschedule at the earliest available time or

• A full refund of any prepaid amount, issued within 3 business days.

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5. Events Outside Our Control

No refund is payable when work cannot proceed due to hazards or circumstances not disclosed by the client (e.g. biohazards, unsecured valuables, unsafe structures). We will attempt to reschedule once issues are rectified; standard call-out fees may apply.

6. Method and Timing of Refunds

Approved refunds are returned via the original payment method (credit/debit card, bank transfer, etc.) within 5 business days of approval. Processing times may differ by bank.

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7. How to Make a Claim

Email support@shinewise.com.au or phone [insert number] with:

1. Booking reference, date and address;

2. Description of the issue;

3. Photos (if available); and

4. Preferred remedy (re-clean or refund).

We will acknowledge your claim within 1 business day and advise next steps.

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8. Your Other Rights

Nothing in this policy limits or excludes any rights you have under the ACL or other applicable laws. If you are not satisfied with our response you may seek assistance from your local Fair Trading or Consumer Affairs agency or the Australian Competition and Consumer Commission (ACCC).

ShineWise Professional Cleaning Services
ABN: 67 989 915 944 | Email: support@shinewise.com.au | Phone: +61 458 528 210