Refund & Cancellation Policy

1. The short version

Cancel with more than 48 hours' notice and you get every cent back to your card. Cancel within 48 hours and you get the full value back as account credit to use on your next Reset. Either way nothing is lost — and it's automatic, so you don't need to email us or ask.

2. Cancelling a Reset

You can cancel any confirmed booking yourself from your dashboard. The outcome is decided instantly based on when you cancel, Sydney time (AEST/AEDT):

• •More than 48 hours before your Reset: 100% refunded to your original payment method. No fees, no questions.
• •Less than 48 hours before your Reset: 100% of the value is added to your account as credit — redeemable at checkout on any future Reset. No card refund applies within this window.

Card refunds typically appear on your statement within 5–10 business days, depending on your bank. Account credit lands instantly, never needs a code, and you choose whether to apply it at checkout. Credit expires 3 months from the day it's issued.

3. Pack bookings

If you booked using a Reset pack credit, cancelling reinstates the credit to your pack automatically — nothing is lost.

Unused packs are refundable in full. Once a pack has been partially used, the remaining credits are non-refundable but never expire.

4. If we can't make it

In the rare case we need to cancel your Reset — illness, emergency, or a scheduling clash on our side — you choose: a full refund to your card, or a free reschedule to the next available slot. If a payment ever completes for a slot that was taken in the moments before yours confirmed, we refund it automatically and email you straight away so you can rebook.

5. Not happy with your Reset?

Every Reset is backed by our guarantee. If something on our 50-point checklist was missed, tell us within 24 hours of your Reset and we'll credit your account — no questions asked, no photos required, no forms. For anything bigger, email us and we'll make it right, up to and including a refund.

6. Rescheduling instead

Don't want to cancel? You can reschedule a confirmed booking free of charge with more than 24 hours' notice, subject to availability. Rescheduling within 24 hours isn't possible — cancellation terms above apply instead.

7. Your rights

Nothing in this policy limits your rights under the Australian Consumer Law. Our services come with guarantees that cannot be excluded, including that they will be provided with due care and skill.

8. Contact

Questions about a refund or cancellation? We answer fast.

hello@keptcleaning.com.au
Kept Cleaning Australia · ABN 32 466 261 446
Sydney, Australia