Our Refund Policy

At Clean Connect, we understand the importance of having a clear and fair refund policy. Our goal is to ensure that both our business and our clients have a transparent understanding of the refund process. Our refund policy is structured to be fair and transparent to all parties, which includes Clean Connect, our team of contractors and also our clients. It serves as a binding agreement outlining the terms and conditions for processing refunds.

Cancellation by Clients

If a client wishes to cancel a service, cancellation must be done at least 1 business day prior to service day. Any cancellations done less than 1 business day prior to service day, fees may incur.
No refunds for booking fees will be entertained for client cancellations. However, clients may change the date of their service to another date that suits their needs, with no booking fee charged for the changed date.
If a client wishes to change the date of their service, they may only do so once. Changing the date after the first time will require additional fees.
Clients may not be able to get the same contractor if they wish to change their service date. Contractors are subject to availability on the amended date. Therefore, job pricing may differ with a different contractor if the initial contractor is not available.
If clients wish to change service date or time from working hours or weekdays to after hours or weekends, extra charges may apply for job pricing.
If Intensive cannot accommodate a client's need for change of date, booking fee will not be refunded.
Cancellations or amendment of service date should be confirmed in writing via text message or email.
If a contractor cancels for any reasons deemed reasonable by Intensive Cleaning, a change of date of service will be arranged. If a contractor cancels with no reason, Intensive Cleaning will connect the client with a new contractor. If Client is not satisfied with the new contractor or amended date, the $35 booking fee shall be refunded.

Cancellation by Contractors

If a contractor wishes to cancel on a service, cancellation must be done at least 3 business days prior to service day. Any cancellations done less than 3 business days prior to service day, fees may incur.
If a contractor is not able to carry out services, they are not allowed to subcontract the job to another contractor.
If a contractor is not able to carry out services or wishes to cancel a service, they must first inform Intensive Cleaning with a call, then confirm in writing via text message or email.
If the contractor does not commence the service after accepting the job (other than any breach of terms & conditions by the Client; or have agreed prior on job cancellation or amendment; or if Client dismissed Contractor without any reason deemed reasonable by Intensive Cleaning) then refund policy may apply.
If the contractor cancels, without reason, less than 3 business days prior to the commencement of the job, Clean Connect will attempt to amend the date of the job. If the contractor and the client are unable to come to an agreement on a new job date, Clean Connect will replace the contractor. If an agreement cannot be reached within reason, under the discretion of Clean Connect, the Client may be refunded.
Some conditions apply to refund policy, as follows:

6.1 The client has paid all fees and charges in full.

6.2 The client notifies Intensive Cleaning regarding the failure of commencing of job by the contractor, via phone call or, text message or email if phone call was not possible, within 12 hours of the contractor failing to commence the job.

6.3 Clean Connect will make further introductions of other contractors to the clients at no further cost at this point, if then, if Clean Connect is unable to offer a suitable replacement, the client will be refunded.