REFUND POLICY OF The Wilson Standard

This Refund Policy ("Policy") applies to the following purchases: This Refund Policy applies to all
payments made to The Wilson Standard for cleaning services, including deposits, prepaid bookings,
and service fees. It does not apply to cancellation fees, no-show charges, or other administrative fees
as outlined in our Cancellation Policy
 

General

We offer refunds, repairs and replacements in accordance with the Australian Consumer
Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer's rights under
the Australian Consumer Law.
Before making a purchase, please read this Policy so that you can understand your rights
and what you can expect from us if you are not satisfied with your order.
 

Australian Consumer Law

Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the
Australian Consumer Law. For major failures with the goods, you are entitled
to cancel the purchase; and
to a refund for the price of the goods; and
compensation for any damage or loss (whether direct or consequential) that
was, or reasonably ought to have been, foreseeable by us.
If the failure with the service does not amount to a major failure, you are entitled to
to a re-supply of the goods within a reasonably time, or to cancel the purchase and
be provided with a refund of any price paid.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer
Law.
The Australian Consumer Law provides a set of Consumer Guarantees which protect
consumers when they buy products and services.
If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees
which it provides. If there is an inconsistency between this Policy and the Australian
Consumer Law, the Australian Consumer Law will prevail.
Further information about the Australian Consumer Law and these Consumer Guarantees
is available from the website of the Australian Competition and Consumer Commission.
If a product or service which you purchased from us has a major failure (as defined in
the Australian Consumer Law) then you may be entitled to a replacement or refund. You
may also be entitled to compensation for any reasonably foreseeable loss or damage
resulting from that major failure.
If a product or service which you purchased from us has a failure which does not amount to
a major failure (as defined in the Australian Consumer Law) then you may still be entitled to
have the goods repaired or replaced.
 

Cancellation and Change of Mind

The Wilson Standard does not provide refunds, credits, or re-supply of services if you:
change your mind after making a booking;
decide you no longer want the service; or
find the service offered at a lower price elsewhere.
This policy does not affect your rights under the Australian Consumer Law. You are still entitled to a
refund, repair, or re-supply if the service fails to meet consumer guarantees (for example, if it is not
provided with due care and skill).
 

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair,
replacement or refund for a product or service purchased by you if:
Misuse: You misused the product or service in a way which caused the problem. Misuse includes
(but is not limited to) using cleaning products for purposes other than residential cleaning,
ignoring care or safety instructions, negligent handling, or tampering with equipment.
Known issues: You knew, or were made aware of, the problem(s) with the product or service
before you purchased it.
Specific requests: You asked for a service to be performed in a particular manner, or you
requested alterations to a product, against our advice, or you were unclear about what you
wanted.
Other exclusions: Any other exceptions that apply under the Australian Consumer Law.
 

Shipping Costs for Returns

In the event that a product you have purchased fails to meet one or more Consumer
Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the
said product (the "Returned Product") back to us, as well as any cost of shipping any
replacement product to you.
If the Returned Product can easily be shipped or returned, then you are responsible for
organising for the Returned Product to be returned to us. If the Returned Product is eligible
for a repair, replacement or refund under the terms of this Policy (including under
the Australian Consumer Law) then we will reimburse you for the reasonable postage,
shipping or transportation costs for the Returned Product.
If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and
returned by you, and is believed to be eligible for a repair, replacement or refund under the
terms of this Policy (including under the Australian Consumer Law), then we will organise
for the postage, shipping, transportation or collection of the Returned Product, at our cost.
In the event that we organise and pay for the inspection, postage, shipping, transportation
or collection of a Returned Product, and it turns out not to be eligible for a repair,
replacement or refund under the terms of this Policy (including under the Australian
Consumer Law), then you will be required to pay the costs of any inspection, postage,
shipping, transportation or collection of the Returned Product.
 

Response Time

We aim to process any requests for repairs, replacements or refunds within We will
respond to refund requests within 7 business days days of receipt.
 

How to Return Products

You can contact us using the contact email provided at the end of this Policy to discuss a
return using the information.
Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form
as the original purchase or to the same account or credit card used to make the original
purchase.
To be eligible for a refund, repair or replacement, you must provide proof of purchase.
You may be required to provide a government issued identification to qualify for a refund,
repair or replacement.
 

Satisfaction Guarantee / Re-Clean Policy

The Wilson Standard strives to provide high-quality cleaning services every time. If you are not
satisfied with the quality of the service provided:
You must notify us within 24 hours of the service being completed, along with photos or written
details of the issue.
We will return to re-clean the affected areas at no additional cost, provided that:
The concern relates directly to the agreed scope of work; and
The property remains in the same condition as at the time of service (i.e. no further use,
occupants, or mess added after our visit).
If a re-clean is offered but declined by the customer, no refund or further remedy will be provided.
This satisfaction guarantee does not apply where:
Areas were inaccessible or unsafe to clean at the time of service (e.g. heavy clutter, unsecured
pets, hazardous materials), or
Additional services were expected that were not included in the original booking scope.
 

Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please
contact us at: info@thewilsonstandard.com.au