Draft for review. Bracketed details are placeholders and this page will be checked by a lawyer before launch.
Plans change. This policy explains how to change or cancel a visit, and what we do if a reset is not up to standard. It sits alongside our Terms of Service and does not limit your rights under the Australian Consumer Law.
Changing or cancelling a visit
You can change, pause or cancel any visit in the RESET app or on our website.
- More than [24 hours] before the visit: free.
- Less than [24 hours] before the visit: a late cancellation fee of [amount] may apply, because your RESET member has set that time aside for you.
- If we cannot get in at the booked time (no key, no code, nobody home): the visit may be charged as a late cancellation. [Confirm all amounts and windows before launch.]
If we need to change a visit
If your RESET member is unwell or something else gets in the way, we will tell you as early as we can and offer another time. If none suits you, you will not be charged.
If something isn't right
Tell us within [48 hours] of your visit, ideally with photos. We will come back and put it right at no cost. If we cannot fix it, or the problem is major, you can choose a refund for the affected part of the visit.
Under the Australian Consumer Law, services must be provided with due care and skill. If a service fails to meet a consumer guarantee, you are entitled to a remedy, which may include a refund.
How refunds are paid
Refunds go back to the original payment method, usually within [5 to 10] business days. Gift card payments are refunded to the gift card balance.
Contact us
Email hello@resetcleaning.app or use Help in the RESET app.
