Return and Refund Policy

Our commitment to your satisfaction and how we handle service concerns.

Last updated: 1 January 2026

At Commercial Clean Australia, trading as Frustaire, we take great pride in the quality of our commercial cleaning services. We understand that choosing a cleaning provider is an important decision for your business, and we want you to feel confident that your investment is protected. This Return and Refund Policy outlines our service guarantee, the steps to follow if you are not satisfied with our work, the circumstances under which refunds may be issued, and the timeframes involved in resolving any concerns.

As a service-based business, we do not sell physical goods that can be "returned" in the traditional sense. Instead, this policy focuses on how we address service quality issues, re-work commitments, and financial remedies when our Services do not meet the agreed standards. This policy should be read in conjunction with our Terms and Conditions, which govern the broader relationship between you and Commercial Clean Australia.

1. Our Service Guarantee

We stand behind the quality of every cleaning job we undertake. Our service guarantee is built on the principle that if we have not delivered the standard of cleaning specified in your service agreement or quotation, we will make it right. This guarantee reflects our confidence in our trained staff, proven cleaning methods, and rigorous quality-assurance processes.

Specifically, our service guarantee includes the following commitments:

  • Re-clean commitment: if any area included in your agreed service scope has not been cleaned to the specified standard, we will return to your premises and re-clean that area at no additional charge. This re-clean will be scheduled at the earliest mutually convenient time, typically within 48 hours of your complaint being lodged.
  • Consistent quality: we use detailed, site-specific cleaning checklists and conduct regular supervisory inspections to ensure that the quality of our work remains consistent over the life of your service agreement. If you notice a decline in standards at any point, we encourage you to contact us immediately so that we can investigate and address the issue.
  • Transparent communication: our account managers are available to discuss any concerns, answer questions about the scope of Services, and work with you to adjust the cleaning plan if your requirements change. We believe that open communication is the foundation of a strong client relationship and the best way to prevent issues before they arise.

Our service guarantee applies to all contracted and one-off cleaning services performed by Frustaire, subject to the conditions and exclusions outlined in this policy.

2. Complaints Procedure

We have established a clear and accessible complaints procedure to ensure that any service quality issues are resolved promptly and fairly. If you are dissatisfied with any aspect of our Services, please follow the steps below:

Step 1: Notify Us Promptly

Please contact us as soon as possible after the service has been completed, ideally within 24 hours. Early notification allows us to investigate the issue while conditions are still observable and to arrange a timely resolution. You can reach us by:

When lodging your complaint, please include the following details to help us respond effectively: the date and location of the service, a description of the areas or tasks that did not meet your expectations, and any supporting evidence such as photographs.

Step 2: Investigation

Upon receiving your complaint, a member of our management team will acknowledge it within one business day and begin an investigation. This may involve reviewing the cleaning checklist completed by our staff, speaking with the team members who performed the service, and, where appropriate, arranging a site visit to inspect the areas in question. We aim to complete our investigation within three business days of receiving your complaint.

Step 3: Resolution

Based on the findings of our investigation, we will propose a resolution. In most cases, this will be a complimentary re-clean of the affected areas. If a re-clean is not practical or does not adequately address the issue, we will discuss alternative remedies with you, which may include a partial or full refund as outlined in the sections below. Our goal is to reach a resolution that is fair and satisfactory for both parties.

Step 4: Escalation

If you are not satisfied with the proposed resolution, you may request that the matter be escalated to a senior manager for further review. We will provide a final response within five business days of the escalation request. If the matter remains unresolved after our internal process, you may pursue external remedies as outlined in the Dispute Resolution section of our Terms and Conditions.

3. Refund Eligibility

Refunds are considered on a case-by-case basis and are available in the following circumstances:

  • Failure to deliver agreed services: if we fail to perform a scheduled cleaning service and are unable to reschedule within a reasonable timeframe, you are entitled to a full refund for that service.
  • Persistent quality issues: if we have attempted a re-clean and the same quality issues persist, you may be eligible for a partial or full refund for the affected service. We assess these situations individually, taking into account the nature and extent of the shortfall relative to the agreed scope.
  • Service not as described: if the Services delivered are materially different from what was specified in your quotation or service agreement through no fault of yours, and we are unable to rectify the discrepancy, a refund may be issued for the difference in value between what was agreed and what was delivered.
  • Australian Consumer Law guarantees: as a consumer of cleaning services in Australia, you have rights under the Australian Consumer Law that cannot be excluded or limited by this policy or our Terms and Conditions. These include the right to have services provided with due care and skill, fit for the specified purpose, and delivered within a reasonable time. If our Services fail to meet these guarantees, you may be entitled to a remedy including a refund, re-performance, or compensation, depending on whether the failure is major or minor.

Refunds are generally not available in the following circumstances:

  • Dissatisfaction with aspects of the service that were not included in the agreed scope of work.
  • Issues caused by the Client's failure to provide safe or adequate access to the premises, or failure to disclose relevant site conditions prior to the service.
  • Complaints lodged more than seven days after the service was performed, except where the issue could not reasonably have been discovered within that period.
  • Normal wear and resoiling of areas after the cleaning service has been completed, which is an expected consequence of ongoing use of the premises.

4. Process for Requesting a Refund

To request a refund, please follow these steps:

  1. Contact us: submit your refund request by email to info@frustaire.com or by phone on 1300 133 358. Please include your name, business name, the date and location of the service, the invoice or reference number if available, and a clear explanation of the reason for your refund request.
  2. Provide supporting information: where possible, include photographs, written descriptions, or other evidence that supports your claim. This helps us assess the situation accurately and expedite the process.
  3. Review and decision: our management team will review your request in accordance with the complaints procedure outlined above. We will communicate our decision and the rationale behind it within five business days of receiving all necessary information.
  4. Refund processing: if a refund is approved, it will be processed using the same payment method used for the original transaction. Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution's processing times.

5. Timeframes

We are committed to handling all complaints and refund requests in a timely manner. The following timeframes apply to our process:

  • Complaint acknowledgement: within one business day of receipt.
  • Investigation period: up to three business days from acknowledgement.
  • Re-clean scheduling: typically within 48 hours of the complaint being validated.
  • Refund decision: within five business days of receiving all required information.
  • Refund processing: up to 10 business days from the date the refund is approved.
  • Escalation response: within five business days of the escalation request.

These timeframes represent our standard targets and may be extended in exceptional circumstances, such as complex multi-site disputes or situations requiring external consultation. In such cases, we will keep you informed of progress and provide revised timeframes.

6. Damage to Property

If you believe that our cleaning staff have caused damage to your property during the course of delivering Services, please notify us immediately. We carry comprehensive public liability insurance to cover accidental damage caused by our employees while performing their duties. Claims for property damage are assessed separately from service quality complaints and are subject to the terms of our insurance policy.

To report property damage, contact us with a description of the damage, photographs, and an estimate of the repair or replacement cost. We will investigate the claim and, if our staff are found to be at fault, arrange for repair, replacement, or compensation as appropriate.

7. Cancellation of Services

If you wish to cancel a scheduled one-off cleaning service, please provide at least 24 hours' notice to avoid a cancellation fee. Cancellations made with less than 24 hours' notice may incur a fee equal to the full value of the scheduled service, as our staff and resources will already have been allocated.

For ongoing service contracts, cancellation terms are specified in your service agreement. Generally, either party may terminate an ongoing contract by providing 30 days' written notice. No refund is issued for services already performed prior to the cancellation date. Any prepaid amounts for services not yet delivered will be refunded on a pro-rata basis.

8. Changes to This Policy

We may update this Return and Refund Policy from time to time. Changes will be reflected by an updated "Last updated" date at the top of this page. Material changes will be communicated to existing clients via email or through a notice on our website. Your continued use of our Services after changes are published constitutes acceptance of the revised policy.

9. Contact Us

If you have any questions about this Return and Refund Policy or wish to lodge a complaint or refund request, please contact us:

We value your feedback and are committed to resolving any concerns quickly and fairly.

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