Refund Policy
Effective Date: December 5, 2025
At Framework Property Care, we pride ourselves on consistent, high-quality results. Because cleaning is a personalized service, we do not offer monetary refunds once a service has been performed. However, we stand behind our work with our 100% Satisfaction Guarantee.
1. The "Framework" Guarantee (Re-Clean Policy)
If you are not satisfied with any aspect of your cleaning, you must notify us within 24 hours of the service completion.
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Our Promise: We will return to your property within 48 hours to re-clean the specific areas that were missed or not done to standard—at no additional cost to you.
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The Goal: Our priority is to fix the issue and ensure you are happy with the result.
Please Note: We cannot offer a re-clean if:
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We are notified more than 24 hours after the appointment.
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You refuse to allow us back into the property to inspect or correct the work.
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The issue relates to a "pre-existing condition" we notified you about (e.g., permanent stains on carpet, mold in grout lines that cannot be removed by cleaning).
2. Refund Eligibility
Monetary refunds are generally not provided for completed services. Exceptions are made only at the discretion of management in the following scenarios:
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Service Not Rendered: If you were charged for a service that we failed to perform (e.g., we missed the appointment entirely).
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Double Billing: If a clerical error caused your card to be charged twice.
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Cancellations: If you cancelled your booking outside of the penalty window (usually 48 hours prior) but were still charged.
3. Cancellations & Booking Fees
We reserve a specific time block for your property. To respect our staff’s time and livelihood, the following applies:
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48+ Hours Notice: 100% Refund of any pre-paid deposits.
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24–48 Hours Notice: 50% of the service fee is non-refundable.
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Less Than 24 Hours / Lock-Out: 100% of the service fee is non-refundable (as we cannot re-fill that slot).
4. Commercial & Strata Contracts
For ongoing commercial maintenance or strata contracts, termination and refund terms are governed by your specific Service Agreement. Generally, if a contract is terminated early, any pre-paid months will be prorated and refunded, minus any applicable early termination fees outlined in your contract.
5. How to Report an Issue
To request a re-clean or discuss a billing issue, please contact us immediately:
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Requirement: Please include photos of the area in question so we can better understand the issue and brief our team before returning.