Refund & Dispute Policy

Our Reliability Guarantee

Turnz is committed to delivering reliable, professional turnover cleaning for every property. If a cleaner fails to show up or the clean doesn't meet the agreed standards, we will arrange a free re-clean or refund the platform fee -- whichever you prefer.

This policy applies to cleaning services booked and completed through the Turnz platform, operated by Yaxley Studio Pty Ltd (ABN 51 621 604 519), trading as Turnz.

Requesting a Refund or Review

If you are not satisfied with a clean, you can request a review:

• Submit your request within 24 hours of clean completion
• Include photos showing the specific issue
• Email noel@turnz.com.au or use the issue reporting feature in your host dashboard

We will review your request and respond within 1 business day.

What's Covered

Cleaner No-Show

If the assigned cleaner does not show up for a scheduled job, you will receive a full refund of the cleaning fee and platform fee. We will also attempt to dispatch a backup cleaner immediately.

Incomplete or Substandard Clean

If the clean does not meet the standards outlined in the job checklist, you can choose between a free re-clean (subject to cleaner availability) or a partial refund proportional to the scope of the issue.

Damage Caused by Cleaner

If a cleaner causes damage to your property during a job, we will investigate the claim. If the cleaner holds public liability insurance, we will assist you in submitting a claim. Turnz will work with both parties to reach a fair resolution.

What's Not Covered

• Pre-existing damage or issues -- problems that existed before the clean took place
• Issues not reported within 24 hours -- requests submitted after the 24-hour window may not be eligible for refund
• Cosmetic preferences -- differences in cleaning style that do not affect cleanliness (e.g., towel folding method, cushion arrangement)
• Damage caused by guests -- issues that occurred after the clean was completed

Backup Cleaner Guarantee

If the assigned cleaner cancels before a job, Turnz will attempt to dispatch a backup cleaner from our network. If no backup cleaner is available, the platform fee is waived for that job. You will not be charged a platform fee for any job where we are unable to provide a cleaner.

Refund Processing

Approved refunds will be processed within 5-7 business days to the original payment method. You will receive an email confirmation once the refund has been initiated.

Dispute Resolution

If you disagree with the outcome of a refund request, we encourage you to contact us to discuss further. Disputes will first be addressed through good faith negotiation. If the dispute cannot be resolved through negotiation within 14 days, the parties agree to submit to mediation in Sydney, NSW, before commencing any legal proceedings.

This policy is governed by the laws of New South Wales, Australia.

Contact

For refund requests, disputes, or questions about this policy, contact us at noel@turnz.com.au.