Policies & legal
Cancellation & Rescheduling Policy
Notice, late cancellations, public holidays and safety rescheduling.
1. Notice required
Clients should cancel or reschedule no later than 5:00 pm on the business day before the scheduled service. A business day is Monday to Friday excluding NSW public holidays. Notice must be given through a communication channel acknowledged by SSC; leaving a message does not guarantee receipt until acknowledged.
2. Late cancellation and failed access
Where notice is received after the deadline, or SSC cannot enter because agreed access has not been provided, a fee of up to 50% of the booked service price may apply. The fee reflects reserved labour, scheduling, administration and travel that may not be recoverable. SSC will consider the actual circumstances and will not charge more than reasonably necessary.
3. Waiver and emergencies
SSC may reduce or waive a fee for genuine emergencies, sudden illness, unsafe conditions or other exceptional circumstances. Waiver on one occasion does not require waiver on future occasions. Supporting information may be requested where reasonable, but clients should not send unnecessary sensitive information.
4. Recurring services
Repeated cancellations, rescheduling or failed access may result in loss of a preferred time, a requirement for prepayment, movement to an available route, or cancellation of the recurring arrangement after reasonable notice.
5. Public holidays
If a scheduled service falls on a public holiday, the client may choose to reschedule without a public-holiday surcharge or proceed subject to staff availability. Where the client chooses to proceed, a surcharge of 5% to 10% may apply. The exact surcharge will be disclosed and accepted before the service is confirmed.
6. Severe weather and safety
SSC may delay, reschedule or cancel a service where severe weather, road conditions, emergency warnings or another safety issue makes travel or work unsafe. The cleaner or SSC manager will make the safety decision. No late-cancellation fee applies where SSC makes this decision, and any prepaid amount for an unperformed service will be transferred, credited or refunded as appropriate.
7. Cancellation by SSC
SSC may reschedule or cancel because of illness, staffing, vehicle failure, safety concerns, inaccurate booking information, inappropriate conduct, hazardous conditions or events outside reasonable control. We will give as much notice as reasonably possible and offer rescheduling or an appropriate refund or credit for any service not supplied.
8. Consumer rights
This policy does not limit any right to cancel or obtain a remedy under the Australian Consumer Law or another applicable law.
Contact Structured Space Cleaning
Email: structured.sc@outlook.com
Phone: 0410 960 652
ABN: 99 803 077 847
These website policies are general business documents and are not a substitute for legal advice tailored to SSC’s specific circumstances. They should be reviewed by an Australian solicitor as the business, services, workforce and payment systems develop.