Business Name: Sydney Cleaning Network ABN: 26 352 124 977

1. GENERAL PRINCIPLES

Sydney Cleaning Network is committed to service excellence. Under the Australian Consumer Law, services must be provided with due care and skill and be fit for the intended purpose. Because cleaning is a service, “returns” of a physical nature are not applicable; instead, remedies focus on re-performance or partial/full refunds depending on the nature of the engagement.

2. DIRECT SERVICE CONTRACTS (SCN OPERATIONS)

For cleaning services managed directly by our team, the following rules apply:

• The “Rectification” Requirement: If a service is deemed unsatisfactory, the assigned cleaner is legally liable to rectify the work at their own cost.
• Unpaid Remediation: No additional payment or hourly rates will be paid for the time spent fixing poor work.
• Evidence-Based Claims: Refund or rectification claims must be supported by the “Before and After” photos taken by our cleaners during the shift. These photos serve as conclusive evidence of the condition of the property.
• Exclusions:
  • Pre-existing Conditions: We do not offer refunds or re-cleans for pre-existing damage, stains, or structural wear and tear.
  • Scope of Work: Refunds are not provided for tasks that fall outside the agreed-upon written scope of work.
  • Utility Failure: If a service cannot be completed because the Client failed to provide water or electricity, the shift remains billable at the full rate and no refund will be issued.

3. MARKETPLACE SERVICES (THIRD-PARTY VENDORS)

For bookings made through the Sydney Cleaning Network marketplace (TaskHive):

• Facilitator Disclaimer: Sydney Cleaning Network acts strictly as a facilitator and is not responsible for refund claims, pricing disputes, or work quality issues arising from marketplace transactions.
• Direct Negotiation: Any request for a refund or a re-clean must be negotiated directly between the Client and the independent Vendor.
• Mediation: While the Business is not liable, we may mediate disputes via our platform to ensure the integrity of the marketplace, though we are not legally obligated to provide a remedy.

4. CANCELLATION AND NOTICE PERIODS

• Commercial & Facility Management: Long-term or commercial contracts require a minimum of one (1) month written notice for termination. If a contract is terminated without this notice, the Client remains liable for the service fees for that period.
• Renegotiation: Clients must provide one (1) month notice for any renegotiation of rates.
• Absences: If a cleaner is absent for a shift, the Client will not be charged, as cleaners are only paid for services rendered.

5. REFUND PROCESS

• Notification: Clients must report any service issues within 24 hours of the shift completion.
• Assessment: We will review the cleaner’s audit report, “Before and After” photos, and GPS tracking logs to verify the claim.
• Method: Approved refunds will be processed via Stripe back to the original payment method used on our WooCommerce platform.