Refund Policy

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

We offer refunds as well as re-cleans. This policy sets out when each applies.

1. Re-clean first

Where a cleaning issue can be fixed by returning to the property, our first remedy is a free re-clean under the Agent Re-Clean Guarantee. In most cases this resolves the matter faster than a refund and is what your property manager needs.

2. When we refund

We will provide a refund where:

• you cancel with more than 48 hours' notice — refunded in full;
• we cancel and you would rather not rebook — refunded in full;
• part of the service you paid for was not provided — refunded for that part;
• an add-on you paid for was not carried out — refunded for that add-on;
• we accept a guarantee claim but cannot re-clean within five business days, or you no longer have access to the property through no fault of your own;
• you are entitled to a refund under the Australian Consumer Law.

3. How refunds are calculated

Refunds are calculated on the portion of the service affected, not automatically the full invoice. For example, if an unpaid-for area is raised at inspection, no refund arises; if a paid add-on was missed, that add-on is refunded.

Where there has been a major failure with the service as defined by the Australian Consumer Law, you may choose a refund for the unused portion of the contract rather than a re-clean.

4. When we may decline

• The matter falls within the exclusions in the Guarantee Terms.
• The claim is made outside the claim window without good reason.
• We were not given a reasonable opportunity to inspect or re-clean.
• The property was occupied, altered or further used after the clean.

If we decline, we will tell you why in writing.

5. Timing and method

Approved refunds are processed within 5 business days of approval, to the original payment method where possible. Your bank may take a further few days to show it.

6. If you are not satisfied with the outcome

Contact the business owner directly on 0420 926 204. If we cannot resolve it, you can contact NSW Fair Trading. Nothing here prevents you from doing so at any time.

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.