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.

Definitions

For the purposes of these Terms, Policies, and all related documents:

• “Services” means any cleaning or related services provided by Exit Cleaners Pty Ltd, whether residential or commercial, including but not limited to End of Lease Cleaning, Move-In Cleaning, Deep Cleaning, General Cleaning, Hourly Cleaning, Carpet Cleaning, and any other cleaning services offered from time to time.
  
• “Additional Services” or “Extras” means any services not included in the original booking scope that are identified, recommended, requested, or approved before or during service delivery, including condition-based upgrades, heavy-duty cleaning, same-day additions, or scope variations.
  
• “Approval” means any confirmation to proceed with Services or Additional Services, whether given verbally, in writing, by email, SMS, online booking system, electronic signature, or by conduct (including allowing work to proceed after being advised of scope and pricing).
  
• “Completion” means the point at which Services or Additional Services have been carried out in accordance with the agreed scope, applicable checklist, or reasonable industry standards, whether or not the Client is present at completion.
  
• “Client” means the person, entity, or representative who books, authorises, pays for, or receives the Services.

These definitions apply consistently across all Exit Cleaners documents, including booking confirmations, invoices, policies, guarantees, emails, and correspondence.

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 Cleaning
• Deep Cleaning
• General Cleaning
• Hourly 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, electronically, 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.

Failure to make payment when due may result in recovery action without further notice.

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 unreasonable disputes, or disputes made without valid basis, may be relied upon in any recovery proceedings.

Exit Cleaners expressly reserves the right to pursue recovery of any outstanding balance independently of any chargeback or payment dispute process.

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.

Where this opportunity is not provided, Exit Cleaners’ liability may be reduced or excluded to the maximum extent 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.

Policy Hierarchy & Interpretation

If there is any inconsistency or conflict between these Terms & Conditions and any other document, policy, checklist, email, webpage, or communication issued by Exit Cleaners Pty Ltd, the following order of precedence applies:

1. Exit Cleaners’ Terms & Conditions of Service;
2. The Payment Disputes, Chargebacks & Ongoing Liability Policy;
3. Any service-specific guarantees (including the Bond Back Guarantee or Satisfaction Guarantee);
4. Service checklists, booking confirmations, invoices, and general website content.

The existence of multiple documents does not create ambiguity, and all documents are intended to operate together as a single contractual framework.

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.