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Refund Policy

1. Overview

At Kreem Cleans Pty Ltd (“Kreem Cleans”, “we”, “our”, or “us”), customer satisfaction is our priority. We are committed to providing high-quality cleaning services and complying with the Australian Consumer Law (ACL). This Refund Policy outlines your rights and our responsibilities in relation to refunds, re-cleans, and service issues.

2. Satisfaction Guarantee

If you are not satisfied with the cleaning service provided, you must notify us within 24 hours of the service being completed.

We will:

  • Assess the concern fairly and promptly, and

  • Offer one of the following remedies (at our discretion):

    • A re-clean of the affected areas at no extra cost

    • A partial refund

    • A full refund if the service was not provided at all or was fundamentally flawed

3. When Refunds Are Eligible

Refunds or service remedies may be issued under the following conditions:

  • A service was not delivered as agreed (e.g., areas were missed, or service quality was poor)

  • The client reported the issue within 24 hours of the service

  • The client provided evidence of the issue (e.g., photos or written explanation)

  • Kreem Cleans was given the opportunity to return and rectify the problem

4. When Refunds Are Not Eligible

Refunds will not be provided in the following cases:

  • You change your mind after the service has been completed

  • The issue is due to pre-existing damage, poor property condition, or circumstances beyond our control

  • Access was not provided to the premises at the scheduled time

  • You failed to report the issue within 24 hours of the service

  • You decline a free re-clean when offered

5. Late Cancellations & No-Shows

If you cancel or reschedule a booking with less than 24 hours’ notice, you may be charged a cancellation fee of up to 50% of the service price.

If our team arrives at the scheduled time but cannot access the property due to client fault (e.g., no key, no one home), a call-out fee or full charge may apply.

6. Refund Method

Refunds will be processed using the original payment method unless otherwise agreed. Please allow up to 5 business days for refunds to be processed.

7. Your Rights Under Australian Consumer Law

Nothing in this Refund Policy limits your rights under the Australian Consumer Law. You are entitled to a refund or other remedy if our services are not provided with due care and skill, or if they do not meet the agreed terms.

For more information, visit: www.accc.gov.au

8. Contact Us

To request a refund or report a service issue, please contact us within 24 hours of your service:

Kreem Cleans Pty Ltd
Email: kreemcleans@gmail.com
Phone: 0410 387 844

Please include your name, booking date, address of service, and a description of the issue.

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