Refund Policy
At Master Bond Cleaning Brisbane, we believe in being transparent and honest about how our services work and what you can expect from us. This refund policy explains our stance on refunds, what is covered under our 100% Bond Back Guarantee, and how we handle concerns or complaints.
Please read the following information carefully before booking a service with us. By confirming your booking, you agree to the terms outlined in this Refund Policy.
Strictly No Refund Policy
Master Bond Cleaning Brisbane operates under a strict no refund policy. Once you have booked our service and payment has been made, no refund will be issued under any circumstances, even if you have opted for our 100% Bond Back Guarantee.
We are committed to delivering quality cleaning that meets real estate standards. If, for any reason, your property manager or real estate agent raises concerns about the cleaning work we have done, we will resolve the issue — but this will be done through a free re-clean, not through a refund.
This policy applies across all cleaning services, including but not limited to:
Bond Cleaning, Carpet Cleaning, Pest Control and Additional services such as blinds, or balcony cleaning/
How Our 100% Bond Back Guarantee Works
Our 100% Bond Back Guarantee is designed to give you peace of mind — but it’s important to understand what it covers and how it works. The guarantee is valid for five (5) calendar days after the service has been completed.
If your property manager or landlord finds issues related to our cleaning within this 5-day period, and the issue falls under the scope of the service booked, we will return and re-clean the relevant areas at no extra cost.
To claim this re-clean under the guarantee, the following conditions must be met:
1. Report the issue within 5 days from the date of service.
2. Provide us with a copy of the real estate agent’s or landlord’s official report that clearly outlines the concerns.
3. Share photo evidence of the areas in question, as noted in the report.
4. Arrange access for our team to return to the property and carry out the re-clean.
Please note: We do not offer refunds, even in cases where the property manager is not satisfied. Our commitment is to fix what falls within our cleaning checklist and rectify any genuine concerns through a re-clean — not financial reimbursement.
What the Guarantee Covers
Our re-clean offer under the 100% Bond Back Guarantee includes only those items that were part of your original cleaning package and are clearly mentioned in the exit report provided by your agent. We will focus only on the issues highlighted, and we will not re-clean the entire property unless it’s clearly required and supported by the agent’s report.
What the Guarantee Does Not Cover
It’s important to understand that not all issues fall under our responsibility. The following items are excluded from our bond back guarantee and are not eligible for re-cleaning or refund:
1. Pre-existing damage, stains, or wear and tear.
2. Mould, hard water stains, or calcium buildup in grout or silicone.
3. Heavily marked or damaged walls.
4. Areas that were not included in the original booking or quote.
5. Furniture, white goods, or blinds unless included in the service.
6. External windows or outdoor spaces (due to weather and accessibility).
7. Any area that was inaccessible due to safety concerns or lack of clearance.
Complaints and Disputes
We understand that moving out can be a stressful time, and issues may arise. If you believe something has not been done to standard, please contact us promptly. Our team will always assess concerns fairly and respond within a reasonable timeframe.
However, complaints must be supported by valid documentation — such as an official exit report and clear photos. Verbal feedback or vague dissatisfaction without evidence will not be accepted for a re-clean request.
Even in cases of complaints, refunds will not be issued under any circumstances.
No Refunds Due to Change of Mind or Cancellations After Service
Once the cleaning has been carried out, no refund will be processed, even if:
1. You change your mind
2. You cancel after our team has arrived
3. The property manager or landlord chooses not to inspect the property
4. You proceed with a different cleaning provider after the service
5. You fail to provide access for re-clean within the 5-day window
Our time, labour, and resources are allocated specifically for each job. As a result, all payments are final and not subject to reversal.
Final Statement
We appreciate your understanding of this refund policy. It exists to protect both you as the client and our company as a service provider. We are here to help and always aim to do the job right the first time. However, in the rare case that something doesn’t meet expectations and falls under our checklist, we will return and fix it — that’s our commitment.
Thank you for choosing Master Bond Cleaning Brisbane.