Refund Policy

Our Commitment

If you believe a service has not been completed to the agreed standard, please notify us within 24 hours of the service being completed. Where possible, please include photographs and a description of the concern to help us assess the issue promptly.

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Rectification Before Refund

We are committed to making things right.

Before any refund, credit, or invoice adjustment is considered, Filo Cleano must be given a reasonable opportunity to inspect the reported concern and, where appropriate, return to rectify the affected areas at no additional cost.

Rectification is limited to the original agreed scope of work.

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Refund Eligibility

Refunds are not automatically provided simply because a customer is dissatisfied.

Refund requests will be assessed on a case-by-case basis, taking into account:

• The agreed scope of work.

• The condition of the property before the service.

• The evidence provided.

• Whether Filo Cleano was given a reasonable opportunity to rectify the concern.

Approved refunds may be issued as a full refund, partial refund, service credit, or invoice adjustment at the sole discretion of Filo Cleano Services Pty Ltd.

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Refunds Will Not Be Provided Where

Refunds, credits, or adjustments will generally not be provided where:

• The reported issue falls outside the agreed scope of work.

• The customer has arranged another cleaner or completed further cleaning before allowing us to inspect or rectify the concern.

• The concern relates to permanent stains, wear and tear, damage, mould beneath grout or silicone, discolouration, or pre-existing conditions.

• The customer declines a reasonable rectification visit.

• The concern is reported more than 24 hours after the service has been completed without exceptional circumstances.

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Processing Approved Refunds

Where a refund has been approved, it will generally be processed using the original payment method within 5–10 business days, depending on your financial institution.

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Australian Consumer Law

Nothing in this Refund Policy excludes, restricts, or modifies any rights or remedies available to you under the Australian Consumer Law. If you are entitled to a remedy under applicable consumer protection legislation, those rights remain unaffected by this policy.