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Refund Policy

A legal disclaimer

Refund & Remedy Policy | Elite End Clean

1. Our Commitment to Quality

At Elite End Clean, we pride ourselves on providing high-end, meticulous cleaning services. We aim to ensure 100% satisfaction. If you are dissatisfied with any part of our service, please contact us immediately so we can make it right.

2. Your Rights Under the Consumer Guarantees Act (CGA)

This policy complies with the New Zealand Consumer Guarantees Act 1993. Under the CGA, if a service we provide fails to meet our guarantees (i.e., it is not carried out with reasonable care and skill, is not fit for purpose, or is not completed within a reasonable time), you are entitled to a remedy.

 

3. How We Address Service Issues

  • Minor Issues: If a service does not meet our standard, we are committed to fixing the problem at no additional cost. We will return to the property to re-clean the area within a reasonable timeframe (typically within 48 hours).

  • Serious Failures: If a service failure is of a "substantial character"—meaning a reasonable consumer would not have purchased the service if they were aware of the failure, or it cannot be fixed—you may be entitled to cancel the contract and receive a full or partial refund.

     

4. Change of Mind & Cancellations

  • Change of Mind: We are not required to provide a refund if you have simply changed your mind about a booking.

  • Cancellations: We require at least 24 hours’ notice for all cancellations or rescheduling.

    • Cancellations made with less than 24 hours' notice will incur a $50 administrative fee to cover lost scheduling time and travel preparation.

5. How to Request a Remedy

If you are unhappy with our service, please follow these steps so we can resolve it promptly:

  1. Notify Us: Contact us via email or phone within 48 hours of the service completion.

  2. Provide Evidence: To help us assess the issue, please provide photos or a description of the area in question.

  3. Resolution: We will work with you to find a fair solution—whether that is a re-clean, a partial refund, or compensation—in accordance with your rights under the CGA.

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