Cancellation & Rescheduling Policy

At Exit Cleaners, we know moving can be stressful. That’s why our Cancellation & Rescheduling Policy is designed to be clear, fair, and respectful of everyone’s time, including yours.

We allocate dedicated staff, time, and resources for every job, so last-minute changes or surprises can significantly impact our team and other customers. This policy helps ensure your service is smooth and our operations remain professional, protected, and consistent for all clients.

1. Standard Cancellations (More than 24 hours’ notice)

• No cancellation fee applies.
  
• You may cancel or reschedule free of charge by providing more than 24 hours’ notice before your scheduled service time.
  

2. Short-Notice Cancellations (Less than 24 hours’ notice)

• A $90 cancellation fee will apply.
  
• This covers administrative time, calendar disruption, and reallocation of resources.
  
• Applies to any cancellation or postponement made within 24 hours of the scheduled service.
  

3. Same-Day Cancellations or Failure to Proceed

• If cancellation is requested on the day of service, or after our team has been dispatched or arrived at the property:
  
  • A full-service cancellation fee (100% of the booking total) will apply.
    
    This includes:
    
    • Refusal to proceed with necessary condition-based upgrades
      
    • Onsite changes of mind
      
    • Denied access at the scheduled time
      
• Our teams are reserved exclusively for your job. These cancellations incur full operational cost and significantly impact scheduling.
  

4. Onsite Refusal to Proceed / Property Misrepresentation

• If the property is materially different from the booking details (e.g., heavily soiled, extra rooms, post-renovation debris, etc.), and the client refuses essential quote adjustments:
  
  • The job will be cancelled on-site.
    
  • A full-service cancellation fee (100% of the booking total) will apply.
    
• This clause protects our staff from being pressured to work under conditions that were not agreed upon and ensures fairness to other scheduled clients.
  

5. Rescheduling (Less than 24 hours’ notice)

• You may reschedule your booking free of charge up to 24 hours in advance.
  
• Rescheduling requests made within 24 hours of your service time will incur a $90 short-notice reschedule fee, subject to availability.
  

6. Abusive, Coercive, or Manipulative Conduct

• Any attempt to pressure Exit Cleaners staff into cancelling services, issuing refunds, or bypassing policy through threats (including negative reviews, legal escalation, or social media defamation) will be documented and treated as abuse.
  
• Clients who refuse re-cleans under our Bond Back Guarantee are not eligible for refunds or service continuation.
  
• We reserve the right to terminate service and pursue further action under our Terms and Conditions if manipulation, blackmail, or public defamation is attempted.
  

7. Full-Service Cancellation Fee

In high-impact situations where Exit Cleaners has incurred full operational cost and the job cannot proceed due to client actions, we reserve the right to charge up to 100% of the booking total.

This applies to:

• Same-day cancellations where the team has arrived onsite and is unable to proceed
  
• Refusal to accept necessary condition-based upgrades after onsite assessment
  
• Wilful misrepresentation of property condition, inclusions, or access
  
• No access provided at the agreed time, with no pre-arranged alternate method
  
• Abusive or coercive conduct toward Exit Cleaners staff
  

This clause protects our team from revenue loss and misuse of scheduling resources. Cases may be reviewed internally, and the applicable fee may be reduced at our discretion.

Additional Notes

• All cancellation and reschedule fees are charged to the card on file at the time of booking.
  
• These fees are strictly non-refundable and cannot be transferred to future bookings.
  
• Our team will always do their best to notify you of any condition-based upgrade before starting work.
  
• If a client declines a necessary re-clean and instead cancels the service or demands a refund, this Cancellation Policy still applies, and refunds will not be issued.
  

Related Policies

This policy works in conjunction with:

• Bond Guarantee Policy
• Terms & Conditions of Service
  

These documents form part of your agreement when booking with Exit Cleaners.

Questions?

For clarification or to discuss your booking, please contact us:

hello@exitcleaners.com.au 

1300 964 926 (During business hours)