Cancellation and Rescheduling Policy

Last updated 22 September 2026 · Zen Home Co. · ABN 75 730 947 715

Plans change during a move. Here is exactly what happens if you need to move or cancel your booking.

1. How to cancel or reschedule

Call 0420 926 204, message us on WhatsApp, or email hello@zenhomeco.com.au, quoting your booking reference. Notice periods run from when we receive your message.

2. Notice periods

Cancellation and rescheduling fees by notice given

Notice given	Reschedule	Cancel
More than 48 hours	Free	Free — any payment refunded in full
24 to 48 hours	Free, once	Fee of $89 may apply
Less than 24 hours	Fee of $89 may apply	50% of the quoted price may apply

We will always tell you before charging a fee, and we may waive it — particularly where the change is outside your control, such as a settlement or handover date moving.

3. If we cannot access the property

If our cleaners attend at the agreed time and cannot get in — no key, an incorrect lockbox code, no building access, or no one available to let them in — this is treated as a cancellation with less than 24 hours' notice. We will call you before leaving and wait up to 30 minutes.

4. If the property is not ready

An end-of-lease clean assumes the property is empty of furniture and personal belongings, with power and running water connected. If it is not, we will contact you to agree whether to proceed, reschedule, or adjust the scope. Any change in price will be agreed with you before work begins.

5. If we need to cancel or reschedule

If we cannot attend — illness, vehicle breakdown, or a genuine emergency — we will contact you as soon as we know, offer you the earliest alternative time, and refund any payment in full if you would rather not rebook. No fee applies to you in these circumstances.

6. Severe weather and safety

We may reschedule where attending would be unsafe, for example during a declared severe weather event. No fee applies.

Your rights under the Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

Nothing in this document limits, excludes or modifies those rights.