Cancellation & Rescheduling Policy

At Exit Cleaners, we understand that unexpected circumstances may arise. 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.

By confirming a booking, the client acknowledges that Exit Cleaners allocates staff, time, and operational resources specifically for the scheduled service, and agrees that cancellation fees represent a genuine estimate of the costs incurred.

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.

Once a team has been dispatched or has arrived at the property, the service is considered operationally commenced, and full service charges apply regardless of whether cleaning proceeds.

This includes:

Refusal to approve required condition-based adjustments
Onsite changes of mind
Denied access at the scheduled time

Any refusal to proceed with the service after arrival, including refusal of necessary condition-based adjustments, is treated as a client-initiated same-day cancellation.

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, additional areas, post-renovation condition, etc.), Exit Cleaners reserves the right to reassess the scope of work.
If the client refuses to proceed under the revised scope, the service will not proceed and will be treated in accordance with Section 5 (Condition-Based Pricing Adjustments).

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. Condition-Based Pricing Adjustments (Mandatory)

All service pricing is based on the condition rating and information provided at the time of booking.

If, upon arrival, the property condition is found to be materially different from what was disclosed (including but not limited to heavily soiled, neglected, or post-construction conditions), Exit Cleaners reserves the right to reassess the scope of work and apply necessary condition-based pricing adjustments.

These adjustments are not optional and are required to complete the service to the appropriate standard.

If the client refuses to approve the required condition-based adjustments:

the service will not proceed; and
this will be treated as a same-day cancellation initiated by the client; and
a full-service cancellation fee (100% of the booking total) will apply.

These adjustments reflect the actual condition of the property at the time of service and are necessary to complete the service to the required standard.

6. 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.

7. 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 coercive or improper conduct (including threats of reviews or legal escalation to obtain compensation).
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 or public defamation is attempted.

8. 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 adjustments 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 Exit Cleaners’ discretion.

Any reduction of fees is offered strictly as a discretionary goodwill gesture and does not waive Exit Cleaners’ full entitlement under this policy.

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.

Chargebacks & Payment Disputes

Where a chargeback or payment dispute is initiated:

This Cancellation Policy will be relied upon as part of the service agreement
All booking records, communications, and attendance logs will be provided
Exit Cleaners reserves the right to recover all applicable fees, including administrative and dispute-related costs
All disputes will be assessed and handled in accordance with our Payments & Disputes Policy, Terms and Conditions, and associated service policies.

Related Policies

This policy works in conjunction with:

These documents form part of your service agreement and are relied upon in the event of any dispute, chargeback, or review of service outcomes.

Questions?

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

hello@exitcleaners.com.au
1300 964 926 (During business hours)

Final Acknowledgement

By booking any service with Exit Cleaners, customers acknowledge and agree to the terms outlined in this Cancellation & Rescheduling Policy, together with our Terms and Conditions and associated service policies.

This policy forms part of the service agreement and is relied upon in the event of any dispute, chargeback, or review of service outcomes.