Warranty Policy.

1. Introduction

At Unique Shine, we are committed to providing top-tier cleaning services that meet and exceed our clients’ expectations. To ensure customer satisfaction, we offer a comprehensive warranty policy that covers the quality of our work and the cleaning results. Our warranty is designed to give our customers peace of mind, knowing that we stand by the services we provide.

This warranty policy outlines our commitment to delivering the best cleaning services and our approach to resolving any issues should they arise. All services are subject to the terms outlined in this warranty, and by utilizing our services, customers agree to these terms.

2. Consumer Guarantees

In accordance with Australian Consumer Law, we guarantee that:

  • Our cleaning services will be provided with due care and skill.

  • Our cleaning services will be fit for purpose.

  • Our cleaning services will meet the description provided to the customer at the time of booking.

If our cleaning services do not meet these guarantees, we offer the following remedies to address the issues promptly.

3. Warranty for Re-Cleaning

If you are not fully satisfied with the quality of our cleaning services, we offer a free re-cleaning of the areas in question within 48 hours of the service completion, at no extra cost to you. This re-cleaning is intended to address any cleaning deficiencies and to ensure the service meets the standards we guarantee.

To request a re-cleaning, please contact us within 48 hours of service completion. Our team will promptly schedule a convenient time for the re-clean to take place.

4. Final Balance Refund Warranty

If the re-cleaning does not fully resolve the issue, we may offer a partial refund of the final balance based on the severity of the dissatisfaction and the extent to which our services did not meet the agreed-upon standards.

The amount of the refund will be determined by the nature of the service provided and the degree of dissatisfaction reported. This refund will be calculated fairly, taking into account the amount of cleaning completed, the time spent, and the customer’s satisfaction.

Refund considerations will be based on:

  • The nature and severity of the issue

  • Whether the issue falls within the originally agreed scope of services

  • The results of the re-clean and the final condition of the property

Refunds will not be considered if:

  • The re-clean is declined by the client

  • The dissatisfaction relates to work outside the originally quoted or agreed services

  • More than 48 hours have passed since the initial service was completed

5. Cancellations and Deposit Refunds

  • Cancellation Policy: If you need to cancel or reschedule your service, please provide at least 72 hours’ notice to avoid any cancellation fees.

    • Partial Refund: For cancellations made with more than 72 hours' notice, you will receive a 20% refund.

    • Late Cancellation: Cancellations made within 72 hours of the scheduled service will not receive a deposit refund.

  • No refund will be issued if the cancellation occurs due to circumstances outside of Unique Shine’s control, including but not limited to:

    • Lack of access to the property (e.g. Building behind schedule)

    • Client no-shows

    • Unforeseen natural events or man-made disruptions (e.g. storms, floods, fires, power outages, etc.)

  • Non-refundable Services: Once a cleaning service has been started or completed, it is non-refundable. This includes any services already in progress or completed at the time of cancellation.

6. Non-Refundable Services and Exceptions

Certain services are non-refundable under the following circumstances:

  • Restricted Access: If we are unable to access the property due to locked gates, absence of the client, or other access issues.

  • Unforeseen Events: If services cannot be completed due to natural disasters, weather conditions, or other unforeseen circumstances outside of our control, a refund will not be provided.

  • Partial Completion: Services that have been partially completed or are in progress cannot be refunded, except in cases where the service has not met the standards as outlined in our guarantees.

7. How to Request a Warranty Service

To request a re-clean, refund, or express any dissatisfaction with the service:

  • Contact Us: You must notify us of any concerns within 48 hours of service completion. This can be done by phone, email, or our online contact form.

  • Provide Details: Please provide specific details regarding the issue, including photos or descriptions of the areas you are concerned about.

  • Follow-Up: Our team will review your case and, if necessary, arrange a time to come back and address the issue promptly.

8. Quality Control and Service Standards

We take pride in the quality of our services and continuously strive to improve. We ensure that:

  • Every cleaning service follows a pre-service checklist to ensure the correct approach.

  • Internal audits are conducted regularly to ensure that quality standards are met.

  • Customer feedback is reviewed after each service to identify areas for improvement.

  • Supervised inspections are performed after the job is completed to guarantee that all areas are up to the highest standard.

9. Legal Rights

This warranty is in addition to any rights and remedies available under Australian Consumer Law. If we are unable to resolve a complaint through the warranty, you may be entitled to further remedies as outlined in Australian Consumer Law.

10. Warranty Coverage and Communication

We aim to be transparent with all our customers regarding our warranty policy. To ensure you are fully informed, we make this warranty policy available in multiple places:

  • On our website, in the Terms & Conditions or Customer Service section.

  • In booking confirmations and invoices.

  • On-site: A printed copy of the warranty policy is available upon request during the service.

    If you have any questions or require clarification, our customer support team is available to assist you with any concerns or questions related to our warranty policy.

11. Conclusion

At Unique Shine, our goal is to provide the highest standard of service. Our warranty policy is designed to ensure that you are completely satisfied with the work we do, and we will work diligently to resolve any issues that may arise. We stand by the quality of our work, and we are committed to providing excellent service every time.