Service Guarantee & Refunds

Refunds & Service Guarantee Policy

Waterline Property Services

Last updated: 30/11/2025

1. Our Guarantee

We aim for complete customer satisfaction. If you are unhappy with the quality of our service, we pledge to make it right through a returning and rectifying the situation or, under certain conditions, providing you with a refund.

1.1 Satisfaction Guarantee

• If you are dissatisfied with our cleaning, please contact us within 48 hours of the service completion and include dated photos showing the areas/ issues of concern.

• Upon receiving your request, we will assess the complaint and if deemed reasonable schedule a rectify clean at no extra cost as soon as possible.

• If after the re-clean you are still unhappy, we will review the case and may offer a partial or full refund depending on circumstances.

1.2 Move-Out / End-of-Lease Cleaning Guarantee

• For move-out or end-of-lease cleans, we offer a “Bond-Back / Quality Guarantee.” If your real estate agent or property manager reports issues due to our cleaning:

  • Notify us within 7 days of the clean.

  • We will return at no charge to rectify any cleaning shortcomings that were part of the original booked service.

  • If issues remain unresolved after re-cleaning, we will consider a full refund or a service credit.

2. Refunds & Re-Cleans: Terms and Conditions

• Re-clean requests must be submitted within 48 hours of service completion and include clear photos.

• Only areas/services included in the original booking are eligible for re-clean or refund.

• Re-cleans will be scheduled at the earliest mutually available time usually on weekdays.

• For hourly-rate bookings (rather than fixed-price or flat-rate cleans), the guarantee applies only to the quality of work, not necessarily to quantity or number of rooms/areas covered.

• Scrapings, deeply stained surfaces, permanent damage or wear beyond reasonable cleaning are not covered under the guarantee.

• For End-of-Lease cleans: If the property is furnished and furniture or personal items remain, the guarantee may be void the property must be vacated (or as agreed) for guarantee eligibility.

3. Cancellation & No-Show / Access Failures

• If you cancel or reschedule with at least 24 hours’ notice, there is no charge.

• Cancellations or changes made less than 24 hours before the service will incur a cancellation fee of 50% of the service cost.

• If our cleaners arrive and cannot access the property (no key, no entry, unsafe conditions, etc.), this may be treated as a same-day cancellation and fees may apply.

• If we cancel due to unforeseen circumstances (e.g. staff illness, unsafe conditions, extreme weather), we will provide a full refund or offer to reschedule at no extra cost.

4. Damage & Liability

• If our team causes breakage or damage to your property during cleaning, you must notify us within 24 hours and supply photo evidence.

• We will aim to repair or replace the damaged item or offer equivalent compensation if the damage is caused by our negligence.

• We are not liable for:

  • Pre-existing damage, wear or stains

  • Fragile, sentimental or valuable items not disclosed by you beforehand

  • Damage due to structural issues, faulty installations, or improper maintenance

5. How to Request a Re-Clean or Refund

To request a re-clean or refund:

1. Contact us by email or phone within the stipulated time window (48 hours for general clean; 7 days for move-out).

2. Provide clear photos of the problem areas and a brief description of the issue.

3. Indicate whether you prefer a re-clean, a service credit or refund (where applicable).

4. We’ll respond within 2 business days to confirm next steps.

6. Exceptions & Limitations

• The guarantee does not cover new mess, wear, or damage occurring after our cleaning.

• Services or areas not included in your original booking (e.g. extra rooms, deep carpet stains, exterior windows, heavy dirt buildup) are excluded from the guarantee.

• For hourly-rate cleans, we cannot guarantee coverage of all areas — only that the work we do perform meets quality standards.

• If you decline an offered re-clean and instead hire a third-party cleaner, you forfeit the right to any refund or future claims.

7. Australian Consumer Law & Your Rights

These policies complement but do not replace your rights under the Australian Consumer Law. If there is a major fault in the service (e.g. unreasonable lack of care, gross negligence), you may be entitled to a refund, repair, or compensation under the law.

8. Contact Details

Waterline Property Services
Email: contact@waterlinepropertyservices.com.au
Phone: 0438682597
Website: www.waterlinepropertyservices.com.au
Service Area: Bass Coast & surrounding suburbs, Victoria, Australia