Cleaning Business Refund Policy Template (Australia)

This refund policy template is designed for Australian cleaning businesses to establish clear and fair refund practices while adhering to Australian Consumer Law. It helps differentiate between client change-of-mind, quality complaints, and service failures. Key features include: • A structured approach to handling refund requests, ensuring consistency across staff responses. • Guidance on how to address various scenarios, including missed services, quality concerns, and client-caused issues. • A recommended refund ladder that encourages re-cleaning or partial refunds before considering full refunds, protecting the business from unreasonable demands. • A short version suitable for websites and booking forms to communicate refund policies clearly to clients.

This template is not legal advice; businesses are encouraged to consult with a lawyer before implementation, especially for high-value contracts or disputes. By using this template, cleaning business owners can create a fair refund process that maintains customer satisfaction while safeguarding their rights and interests.