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Last updated: June 2025

1. Scope
This Refund & Cancellation Policy applies to all mattress-cleaning bookings made with CleanMattress (“we,” “us,” “our”) via cleanmattress.com.au, by phone, or through any other authorized channel. By booking our services, you (“Customer,” “you,” “your”) agree to abide by the terms below.

2. Cancellation by Customer

  1. Notice Period

    • You may cancel or reschedule your appointment up to 24 hours before the scheduled service start time without penalty.

    • To cancel or reschedule, contact us via phone or email; your cancellation is not confirmed until you receive acknowledgment from CleanMattress.

  2. Cancellation Fees

    • More than 24 hours’ notice: No cancellation fee; any deposit paid will be fully refunded or applied to a rescheduled appointment, at your request.

    • Less than 24 hours’ notice: 50% of the total scheduled-service fee will be charged as a cancellation fee; the remaining 50% (if any) will be refunded or credited toward a future booking (valid for 90 days).

    • No-Show or Late Arrival (arrival more than 15 minutes past scheduled time): 100% of the total scheduled-service fee will be charged; no refund or credit applies.

  3. Deposit Forfeiture

    • If a non-refundable deposit was required to secure your booking (e.g., large commercial orders), that deposit is forfeited in full upon any cancellation, regardless of notice period.

3. Rescheduling

  1. Reschedule Requests

    • You may reschedule your appointment at any time.

    • If you reschedule more than 24 hours before the original appointment, no fees apply.

    • If you request rescheduling within 24 hours of the original appointment, a 50% rescheduling fee (of the service total) applies; the remaining balance may be applied toward the new appointment date (valid for 90 days).

  2. Availability

    • Rescheduling is subject to technician availability. We will make every effort to accommodate your requested date/time, but cannot guarantee an exact match.

4. Cancellation or Rescheduling by CleanMattress

  1. Unforeseen Circumstances

    • In rare cases (e.g., extreme weather, technician illness, safety hazards), CleanMattress may need to cancel or reschedule your appointment.

    • We will notify you as soon as possible and offer alternative dates/times.

  2. No Fees or Penalties

    • If we cancel or reschedule, you will not incur any cancellation or rescheduling fee.

    • If you have already paid in full or by deposit, you may choose to:
      a. Apply the full amount toward a new booking (valid for 90 days), or
      b. Receive a full refund to your original payment method.

5. Refund Eligibility & Process

  1. When Refunds Apply

    • Cancellations greater than 24 hours before the appointment (minus any non-refundable deposit).

    • Full refunds for cancellations initiated by CleanMattress.

    • Incomplete or unsatisfactory service (see Section 5.2).

  2. Unsatisfactory Service

    • If you believe our cleaning fell significantly short of the agreed scope (e.g., technician failed to perform any of the five cleaning steps), notify us within 48 hours of service completion.

    • We will schedule a re-clean at no additional cost. If a re-clean is not feasible or still unsatisfactory, you may request a partial or full refund, at CleanMattress’s discretion, based on documented evidence (e.g., photos, technician notes).

  3. How Refunds Are Processed

    • Refunds (excluding non-refundable deposits) will be issued to the original payment method within 7–10 business days of approval.

    • If your original payment method is unavailable (e.g., credit card expired), you may request a refund via bank transfer; in such cases, provide bank details in writing.

    • Refunds do not include third-party transaction fees (e.g., credit-card processing fees).

6. Special Situations

  1. Weather-Related or Emergency Cancellations

    • If severe weather or emergencies prevent our technician from reaching you, we will contact you immediately to offer a reschedule or full refund.

  2. Force Majeure

    • Neither party is liable for delays or failures due to events beyond reasonable control (e.g., natural disasters, government lockdowns). In such cases, we will work with you to reschedule or refund prepayments.

7. No-Show Policy

  • If you or your designated contact person is not present at the scheduled time and place, and no prior cancellation or rescheduling notice was provided, the booking is considered a “no-show.”

  • No-show fees: 100% of the scheduled-service fee is charged. No refund or credit applies.

8. How to Request a Cancellation, Reschedule, or Refund

  1. Email: support@cleanmattress.com.au

  2. Phone: [Insert Business Phone Number]

  3. Online: Log into your account at cleanmattress.com.au and navigate to “My Bookings” to manage appointments.

Please provide:

  • Your full name and booking reference number.

  • Reason for cancellation or refund request.

  • Preferred resolution (reschedule date or refund).

  • Any supporting documentation (e.g., photos, technician report) for unsatisfactory service.

9. Limitations & Exceptions

  • Prepayment for Add-On Services (e.g., specialized stain removal) may be partially or fully non-refundable if materials or labor have already been allocated.

  • Group or Bulk Bookings: Cancellation terms for multiple-mattress or recurring commercial contracts may differ; see your written service agreement for details.

  • Third-Party Bookings: If you booked through a partner platform (e.g., marketplace or third-party aggregator), that platform’s cancellation policy may apply in addition to ours.

10. Changes to This Policy

  • CleanMattress reserves the right to update this Refund & Cancellation Policy at any time.

  • When changes are made, we will post the revised policy on our Website and update the “Last updated” date.

  • Your continued use of our Website and Services after any changes constitutes acceptance of the revised policy.

11. Contact Information
For questions or clarifications about this policy, please contact us:

End of Refund & Cancellation Policy