Cancellation & Rescheduling Policy

Notice required

Give us the following notice before the scheduled start time to cancel or reschedule without charge.

Late cancellation fees

If a confirmed booking is cancelled or moved with less than the required notice, these fees may apply.

These fees are intended to reflect labour and time reserved for your booking that we could not rebook. We will consider whether we were able to avoid costs or reassign the team. A deposit applied to a cancellation fee is not an additional charge.

No access on arrival

Please make sure the property is accessible and ready for work at the agreed time. If our team arrives and cannot get in or begin—for example, because the site is locked, keys or codes are unavailable, or the area is not ready—we will try to contact you. If we cannot reach you or start within 30 minutes, we may treat the booking as a cancellation with less than 24 hours’ notice and apply the relevant fee above.

Rescheduling

You can reschedule without charge when you give the notice shown above. A later request is handled under the late cancellation terms. We will do our best to find another suitable time.

Deposits

For large or full-day jobs, we may ask for a deposit to secure the booking. We will tell you the amount before you confirm. If you cancel with the required notice, we will refund the deposit or, if you prefer, credit it to a new booking. If you cancel late, we may apply the deposit towards the applicable cancellation fee and refund any remaining balance.

How to cancel or change a booking

Call 1300 150 359 or email admin@ausiwipe.com.au. Include your name, property address, booking date and the change you need. We will reply to confirm the change. For notice purposes, we use the time your cancellation request reaches us, not the time of our reply.

Cancellations by AusiWipe

Unsafe weather for outdoor work, site safety issues or circumstances beyond our control may require us to change a booking. We will tell you as early as possible and offer a new time at no extra charge. If we cannot provide the booked service and you do not wish to reschedule, we will address payment for work not provided in accordance with your agreement and applicable law.

Emergencies

We understand genuine emergencies happen. We may reduce or waive a fee after considering the circumstances.

Ongoing service agreements

This policy applies to individual bookings. Notice for ending an ongoing cleaning contract is governed by your service agreement, subject to applicable law.

Your rights and refunds

Nothing in this policy excludes or limits rights you may have under the Australian Consumer Law. Where consumer guarantees apply, our services must be supplied with due care and skill, be fit for a purpose you told us about, and be supplied within a reasonable time when no time was agreed.

If we do not meet a guarantee, we will provide the remedy required by law. This may include fixing a minor problem within a reasonable time, or a refund for the unused portion or compensation for reduced value if there is a major failure. Your statutory rights are not subject to the cancellation notice periods above.

If you have a concern about a fee, refund or the quality of a clean, please contact us first so we can review it with you. You can also seek guidance from the Queensland Office of Fair Trading.

Agreement and disputes

This policy forms part of our terms of service when it is provided with or referred to in your quote or booking confirmation. By accepting the quote or confirming the booking, you agree to these terms, subject to any rights you have under applicable law.

If you disagree with a fee or charge, contact us first and we will work with you to resolve it. If we cannot agree, you may contact the Queensland Office of Fair Trading or seek advice about applying to the Queensland Civil and Administrative Tribunal (QCAT).