Cancellation & Access Policy

At Final Touch Clean Co, we reserve a specific date and time for every booking and allocate cleaners and resources based on the confirmed booking. Our cancellation and access policy helps protect the time and costs involved in preparing for and attending your property.

Cancellation Policy

More than 24 hours' notice

Cancellations made more than 24 hours before the scheduled cleaning time may be cancelled without a cancellation fee.

Less than 24 hours' notice

Cancellations made less than 24 hours before the scheduled cleaning time will incur a 50% cancellation fee of the booked service price.

This fee applies because the short notice may prevent us from reallocating the cleaner and time reserved for your booking.

No Access / Cleaner Unable to Enter the Property

It is the customer's responsibility to ensure that the cleaner has safe and reasonable access to the property at the scheduled booking time.

If our cleaner arrives at the property and is unable to access the premises due to:

  • no one being available to provide access;

  • keys, access codes, fobs or other required access details not being provided or not working;

  • incorrect or missing access instructions;

  • a locked gate, building entrance or property;

  • the customer or another person preventing access; or

  • any other issue outside of Final Touch Clean Co's control,

the booking will be treated as a no-access / failed attendance.

Where the cleaner has attended the property and is unable to commence the scheduled service due to lack of access, the full booked service price will be payable.

The cleaner will not be required to wait indefinitely or make repeated attempts to obtain access.

Customer Responsibility

Customers must ensure that:

  1. All required access information is provided before the booking.

  2. Keys, access codes, remotes, fobs and alarm information are available and working.

  3. The property can be safely accessed at the agreed booking time.

  4. Any building or strata access requirements have been arranged in advance.

  5. Someone is available to provide access where required.

If access arrangements change after the booking is confirmed, customers must notify Final Touch Clean Co as soon as possible.

Rescheduling

Where possible, Final Touch Clean Co may offer to reschedule a booking instead of cancelling it. Rescheduling requests made less than 24 hours before the scheduled booking may still be subject to the 50% cancellation fee, depending on the circumstances and whether the cleaner's time can be reallocated.

Exceptional Circumstances

We understand that unexpected circumstances can occur. Final Touch Clean Co may, at its discretion, waive or reduce a cancellation fee where there are genuine exceptional circumstances.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

By confirming a booking with Final Touch Clean Co, you acknowledge and agree to this Cancellation & Access Policy.