Payment Disputes, Chargebacks & Ongoing Liability Policy

Exit Cleaners Pty Ltd (ABN 45 672 751 101)

Exit Cleaners Pty Ltd is committed to resolving concerns fairly, promptly, and in accordance with Australian Consumer Law (ACL). This policy explains how payment disputes, chargebacks, and unpaid balances are handled.

This policy is administrative in nature and is intended to ensure clarity, consistency, and procedural fairness for all parties.

1. Scope of This Policy

This policy applies to all services provided by Exit Cleaners Pty Ltd, including without limitation:

• End of Lease Cleaning
• Move-In / Move-Out Cleaning
• Deep Cleaning
• Carpet Cleaning
• Any other residential or commercial cleaning services, and
• Any additional, upgraded, condition-based, or same-day services approved before or during service delivery, whether booked online, by phone, email, or in person.

By booking a service, approving additional services, or making payment, clients acknowledge and agree to this policy.

This policy forms part of Exit Cleaners’ Terms & Conditions and must be read together with them.

2. Payment Obligations

Payment for services that have been completed or approved (including approvals provided onsite, verbally, or in writing) is due in accordance with:

• the booking confirmation,
• the final invoice, and
• Exit Cleaners’ Terms & Conditions.

Partial payment does not extinguish liability for any approved or completed services.

Initiating a payment dispute, card chargeback, or bank reversal does not cancel, suspend, or reduce the underlying payment obligation where services have been delivered or approved.

3. Chargebacks and Payment Disputes

If a client initiates a card chargeback, bank dispute, or payment reversal:

• Exit Cleaners will respond using service records, booking confirmations, approvals, photographs, communications, and applicable policies.
• Any determination made by a bank, card issuer, or payment provider relates only to the payment mechanism and does not determine contractual liability between the client and Exit Cleaners.
• Where services were completed or approved, any outstanding balance remains payable regardless of the chargeback outcome.

Repeated or bad-faith disputes may be relied upon in recovery proceedings.

4. Administrative and Recovery Costs

Where a chargeback or payment dispute is initiated, Exit Cleaners may recover reasonable costs incurred as a direct result of the dispute, including:

• Chargeback processing fees imposed by payment providers;
• Administrative handling costs of $150 per dispute, representing staff time spent preparing documentation, correspondence, and payment-provider responses;
• Debt recovery fees, where applicable;
• Court filing fees, service fees, and enforcement costs, where recovery action is commenced.

All costs claimed will be limited to amounts reasonably incurred and directly related to the dispute or recovery process. These costs may be added to the outstanding balance.

5. Interest on Unpaid Amounts

Any unpaid balance may accrue interest from the due date at a rate of 10% per annum, calculated daily on a simple (non-compounding) basis, until paid in full.

This rate is consistent with interest rates applied to judgment debts in the Local Court of New South Wales, unless otherwise required or prohibited by law.

6. Requirement to Allow Rectification

In accordance with Australian Consumer Law and Exit Cleaners’ Satisfaction Guarantee and Bond Back Guarantee:

• Clients must allow Exit Cleaners a reasonable opportunity to inspect and rectify valid service concerns before:
  
  
  • engaging third-party cleaners,
  • withholding payment, or
  • initiating a dispute or chargeback.
    
    
• Refusal of access, alteration of the property, or self-rectification before assessment may void applicable guarantees.

Rectification remains the primary remedy offered where permitted by law.

7. Recovery Action

If payment remains outstanding after reasonable attempts to resolve the matter, Exit Cleaners may, in accordance with applicable law and without further notice:

• issue a formal Letter of Demand;
• refer the account to a licensed debt recovery agency; and/or
• commence proceedings in the Local Court of New South Wales.

All reasonable recovery costs incurred may be claimed from the client.

8. Record Keeping

All bookings, approvals, communications, service records, photographs, and dispute correspondence are documented and retained for quality assurance, operational review, and legal and evidentiary purposes.

9. No Waiver

Failure by Exit Cleaners to enforce any part of this policy at any time does not constitute a waiver of its rights and does not prevent future enforcement.

Exit Cleaners Pty Ltd

ABN 45 672 751 101

This policy is incorporated by reference into Exit Cleaners’ Terms & Conditions and applies in conjunction with those Terms.