Policies & legal
Satisfaction Guarantee
How service concerns, re-cleans and remedies are handled.
1. Our commitment
SSC aims to provide residential cleaning services with due care and skill and in accordance with the agreed scope. The Satisfaction Guarantee is an additional service commitment and does not replace or limit consumer rights under the Australian Consumer Law.
2. Reporting a concern
A client should notify SSC within 24 hours after completion of the service by contacting structured.sc@outlook.com or 0410 960 652. The notice should identify the booking, the area of concern and, where practical, include photographs. Prompt notice allows us to inspect and address the concern before conditions change.
3. Rectification
Where the concern relates to an item included in the agreed scope and the service has not met the expected standard, SSC will ordinarily arrange a reasonable opportunity to inspect and re-clean the affected area at no additional labour charge. Access must be provided within a reasonable time. A re-clean is limited to the specific affected area and agreed scope.
4. Exclusions
The guarantee does not cover work outside the agreed scope; permanent stains, discolouration, mould, mineral buildup, damage or wear that cannot reasonably be removed by normal cleaning; inaccessible or unsafe areas; pest or biohazard conditions; results affected after the clean by occupants, pets, trades, weather or other persons; issues not reported within a reasonable time; or outcomes that were expressly qualified in the quote or service notes.
5. Refunds and other remedies
SSC will normally attempt rectification before considering a discretionary refund for a minor issue. If rectification is not appropriate, is unsuccessful, or the law requires another remedy, SSC may provide a credit, partial refund, refund, re-performance or compensation as required by the Australian Consumer Law and the circumstances.
6. Damage and pre-existing conditions
Clients should disclose delicate, damaged, unstable or high-value items and any special care requirements before work begins. Photographs or notes may be taken to document pre-existing conditions. Claims for alleged damage should be reported promptly so SSC can investigate and, where relevant, notify its insurer.
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.