Refund & Cancellation Policy
At Little Sprites Cleaning Co. Pty Ltd, we are committed to providing reliable and high quality cleaning services. This policy is designed to be fair, transparent and consistent with Australian Consumer Law and guidance issued by the Australian Competition and Consumer Commission (ACCC).
The Refund Policy must be read in conjunction with any specific booking information, our Terms and Conditions and our Privacy Policy.
Cancellations & Rescheduling
You may cancel or reschedule your booking free of charge if we are notified more than 24 hours before your scheduled start time.
Late Changes
If changes are made between 6 and 24 hours before the booking start time, a fee of 50 per cent of the booked price will apply.
If changes are made less than 6 hours before the start time, or where our team attends the property and is unable to complete the service due to customer-related issues, including but not limited to no access on arrival, unsafe conditions, unavailable utilities, or refusal of entry, 100 per cent of the minimum call-out fee or booked price will be charged.
For this policy, the minimum call-out fee represents the minimum charge for attending a scheduled booking, including allocated time, labour, and travel.
Free Reschedule
One free reschedule is available where the request is made more than 24 hours before the booking start time.
Safety & Access
If we are unable to complete the service due to safety concerns, lack of access, or unavailable utilities, and our team has attended the site, late change fees up to 100 percent of the booked price may apply.
Unsatisfactory Performance
If you are not satisfied with the cleaning service provided, you must notify Little Sprites Cleaning Co. Pty Ltd within 24 hours of the clean. We will attend the property once, free of charge, to rectify the issue.
Photographs and a detailed written description must be provided demonstrating the concern and explaining that the work does not fall within the contracted services and does not meet reasonable minimum cleaning standards. Where the issue falls within the contracted services and does not meet reasonable minimum cleaning standards, the affected areas will be re-cleaned.
This remedy applies only to areas included in the agreed scope of works and does not apply to new mess, changes to the condition of the property after the service, or areas that could not be accessed or cleaned at the time of the original service.
Rectification will be scheduled within a reasonable timeframe, subject to availability.
Major & Minor Failures Under Australian Consumer Law
A major failure with a service occurs when the service:
-
Would not have been acquired by a reasonable consumer if they had known about the problem.
-
Is substantially unfit for its normal purpose and cannot be fixed within a reasonable time.
-
Is substantially unfit for a purpose made known to us and cannot be fixed within a reasonable time.
-
Creates an unsafe situation.
Where a major failure occurs, you are entitled to choose a remedy, including cancelling the service and receiving a refund for any unused portion, in line with ACCC guidance.
A minor failure occurs when the service does not meet the consumer guarantees, but the issue can be remedied within a reasonable time.
For minor failures, Little Sprites Cleaning Co. Pty Ltd is entitled to rectify the issue by reperforming the service or re-cleaning the affected areas at no additional cost.
Cancellations By Us
If we need to cancel your booking due to unforeseen circumstances such as illness or severe weather, we will offer the earliest available alternative. If this does not suit, a full refund of any prepayment will be provided.
Any approved refunds will be processed to the original payment method unless otherwise agreed.