3. ELIGIBLE COMPLAINTS

We guarantee satisfaction with:

✓ Cleaning quality (areas not cleaned thoroughly)

✓ Missed areas or rooms

✓ Visible dirt, dust, or grime remaining

✓ Unsatisfactory results in bathrooms, kitchens, or other rooms

✓ Surfaces not cleaned as specified in service checklist

We do NOT guarantee:

✗ Pre-existing stains that cannot be removed with standard cleaning

✗ Damage or wear that existed before our service

✗ Results requiring specialized equipment not included in service (carpet steam cleaning, etc.)

✗ Areas specifically excluded from your service agreement

✗ Personal preferences about product scent (unless allergic reaction)

✗ Unreasonable expectations beyond standard cleaning scope

4. EXCLUSIONS & LIMITATIONS

Our guarantee does NOT apply if:

❌ Customer Conduct:

𖧹 Customer attempts to hire our cleaning team directly/independently

𖧹 Customer is abusive, threatening, or offensive to our staff

𖧹 Customer provides false information about the issue

𖧹 Customer refuses access for re-clean without valid reason

❌ Property Conditions:

𖧹 Property did not have running water during service

𖧹 Property did not have electricity/power during service

𖧹 Property was unsafe or unsanitary (hoarding, biohazard, etc.)

𖧹 Customer did not provide required equipment (vacuum/mop) if agreed

❌ Service Modifications:

𖧹 Customer made unauthorized changes to the service scope

𖧹 Customer cancelled or interrupted service midway

𖧹 Third parties (not hired by us) accessed property between the cleaning and complaint or interrupted our work

❌ Unreasonable Claims:

𖧹 Claims made in bad faith

𖧹 Demands beyond our standard service scope

𖧹 Complaints about areas outside agreed service area

𖧹 Issues caused by customer's actions after our service

5. DAMAGE & LIABILITY

Accidental Damage:

𖧹 RoseGold Cleaning & Maintenance carries comprehensive liability insurance

𖧹 Any damage caused by our work will be reported immediately

𖧹 Repairs or replacement will be handled separately from satisfaction guarantee

𖧹 Customers must report damage within 24 hours with photographic evidence

Pre-existing Damage:

𖧹 Our cleaners note pre-existing damage when identified

𖧹 We are not responsible for damage that existed before service

𖧹 Before/after photos may be used to verify timeline

6. REFUND PROCESSING

Refund timeline:

𖧹 Refund request approved: Same business day

𖧹 Credit card refunds: 3-5 business days from approval

𖧹 Bank transfer refunds: 1-2 business days from approval

𖧹 Cash refunds: Immediate transfer upon approval

Refund amount:

𖧹 100% of the cleaning service fee paid

𖧹 Does NOT include optional add-ons that were completed satisfactorily

𖧹 Does NOT include third-party costs (parking, supplies purchased by customer, etc.)

Partial refunds:

𖧹 If only specific areas are unsatisfactory and cannot be re-cleaned (due to customer availability), we may offer a partial refund

𖧹 Partial refund amount will reflect the percentage of unsatisfactory work

𖧹 Customer must agree to partial refund amount

7. REPEAT CUSTOMERS & LOYALTY

Regular clients:

𖧹 Our guarantee applies to every single clean, not just first service

𖧹 Long-term customers receive the same guarantee protection

𖧹 We value your ongoing business and will go above and beyond

Frequency of claims:

𖧹 Occasional guarantee claims are normal and expected

𖧹 Repeated claims (3+ in 6 months) will trigger a review

𖧹 We may discuss service adjustments, cleaner changes, or expectations

𖧹 Customers who consistently file claims in bad faith may be released from service

8. COMMUNICATION & FEEDBACK

We want your honest feedback:

𖧹 Your feedback helps us improve

𖧹 Constructive criticism is welcomed and appreciated

𖧹 We may request details to train our team

𖧹 Your feedback is kept confidential

Follow-up:

𖧹 We will follow up after re-clean to ensure satisfaction

𖧹 We may request a review if you're happy (optional)

𖧹 We'll document the issue and resolution for quality control

9. DISPUTE RESOLUTION

If you disagree with our decision:

Step 1: Request Review

𖧹 Contact our Customer Service Manager

𖧹 Email: [email protected]

𖧹 Phone: 1300 988 919 (ask for manager)

Step 2: Escalation

𖧹 If unresolved, escalate to Owner/Director

𖧹 We will review documentation, photos, and communications

𖧹 Decision will be made within 3 business days

Step 3: External Resolution

𖧹 Customers may contact Consumer Affairs NSW

𖧹 We participate in fair dispute resolution processes

𖧹 We maintain comprehensive records for review

10. MODIFICATIONS TO GUARANTEE

Changes to this policy:

𖧹 RoseGold Cleaning & Maintenance reserves the right to modify this guarantee

𖧹 Changes will be posted on our website with effective date

𖧹 Changes apply to services booked after effective date

𖧹 Existing bookings honor the guarantee terms at time of booking

Notification:

𖧹 Major changes will be communicated via email to active customers

𖧹 Terms are always available at https://rosecleaning.com.au/200-percent-guarantee

📞 HOW TO FILE A GUARANTEE CLAIM

QUICK REFERENCE GUIDE

1. Contact us within 24 hours:

𖧹 Phone: 1300 988 919

𖧹 SMS: 1300 988 919

𖧹 Email: [email protected]

2. Provide this information:

𖧹 Your name and address

𖧹 Service date and time

𖧹 Specific concerns (be detailed)

𖧹 Photos if possible

3. We respond within 2-4 hours:

𖧹 Acknowledge your claim

𖧹 Schedule re-clean (within 24-48 hours)

𖧹 Confirm date/time with you

4. Re-clean completed:

𖧹 Team returns at no charge

𖧹 Addresses specific concerns

𖧹 Confirms satisfaction

5. If still not satisfied:

𖧹 Request refund immediately

𖧹 Refund processed within 3-5 days

𖧹 No questions asked