Refund and Cancellation Policy
Last updated: 14 October 2026
Your rights come first
Nothing in this policy limits your rights under the Australian Consumer Law. Those rights apply whatever this policy says. The sections below explain how we handle things in practice.
If something isn’t right with our work
Please tell us as soon as you can at info@creamclean.com.au or 0419 777 245. Include your address, the date of the work, what’s wrong, and photos if you have them. We’ll look into it promptly and get back to you.
Depending on what we find, we may:
- return to fix or redo the work within a reasonable time; or
- refund or compensate you, in full or in part, where the law entitles you to it or where we agree it’s the fair outcome.
If there’s a major failure with the service, you’re entitled under the Australian Consumer Law to cancel the service and get a refund for the unused portion or compensation for its reduced value, as well as compensation for any other reasonably foreseeable loss or damage. For a problem that isn’t a major failure, you’re entitled to have it fixed in a reasonable time, and if that doesn’t happen, to cancel and get a refund for the unused portion.
Claims under our 10-year pigeon-proofing mesh warranty are handled as set out in our Terms and Conditions.
Asking for a quote
Requesting a quote doesn’t commit you to anything. You don’t pay for a quote, and you’re free to decline it.
Cancelling or rescheduling a booking
If you need to cancel or reschedule, please tell us as early as you can. We won’t charge a cancellation fee unless it was set out in your written quote or booking confirmation before you accepted it. If you’ve paid a deposit or paid in advance, the quote or booking confirmation will say how it is treated if you cancel.
If we need to cancel or reschedule
Weather, safety and access conditions can mean we can’t do the work on the day. If that happens we’ll contact you as early as we can and offer a new time. If we can’t agree on one, we’ll refund anything you’ve paid for work we haven’t done.
Change of mind after the work is done
We don’t offer a refund simply because you’ve changed your mind about a service that has been completed as quoted. This doesn’t affect your rights if the work has a fault.
How refunds are paid
Refunds are paid back to the method you used to pay us, where that’s possible. If it isn’t, we’ll agree another way with you.