Refund Policy

At Lumia Clean Co, we are committed to delivering premium cleaning services and exceptional customer care. If something is not right, we want the opportunity to make it right.

 

1. Satisfaction First

If you are dissatisfied with any aspect of your clean, please contact us within 24 hours of service completion.

We may:

• Arrange a return visit to address the concern

• Review before and after photos and service notes

• Work with you to achieve a fair resolution

Our priority is to resolve issues through our Happiness Guarantee before considering refunds.

 

2. Refund Eligibility

Refunds may be considered where:

• A service was not delivered as agreed

• A major area included in the agreed scope was missed

• We are unable to reasonably rectify the issue

Refund requests are assessed on a case-by-case basis.

 

3. Non-Refundable Situations

Refunds will generally not be provided for:

• Change of mind after the service is completed

• Pre-existing damage, wear and tear, mould, permanent staining, or deterioration

• Issues outside the agreed scope of work

• Bond reductions or decisions made by landlords, agents, or property managers

• Areas that could not be cleaned due to lack of access, power, water, or unsafe conditions

• Additional cleaning required after occupants, movers, tradespeople, or other parties re-enter the property

 

4. Bond Return Disclaimer

While we clean to professional real estate standards and aim to support smooth bond returns, Lumia Clean Co does not guarantee a full bond refund, as final decisions remain with landlords and property managers.

 

5. Cancellation Refunds

• Cancellations made more than 24 hours before the booking may be eligible for a refund of any deposit paid.

• Cancellations within 24 hours of the booking time may incur a cancellation fee.

• Same-day cancellations or failed property access may result in a call-out charge.

 

6. Processing Refunds

Where a refund is approved:

• Refunds will be processed using the original payment method where possible

• Processing times may vary depending on your financial institution