Lumio Cleaning Policies

At Lumio Cleaning, we understand that life in Perth can get busy and plans change. As a growing local business, we pride ourselves on being flexible, fair, and reliable. Here is how we handle scheduling, delays, and our service guarantee.

1. Cancellation & Rescheduling Policy

We value our team’s time and your schedule. To help us manage our bookings, we appreciate as much notice as possible if you need to change your appointment.

• More than 24 hours' notice: No worries at all! You can cancel or reschedule your booking completely free of charge.
• Last-minute cancellations (Less than 24 hours' notice): We know things come up unexpectedly. Instead of charging a harsh cancellation fee, we happily offer to reschedule your clean to another available date within the next 7 days at no extra cost.
• Same-day cancellations with no reschedule: If you must cancel entirely with less than 24 hours' notice and choose not to reschedule, a small fee of $50 may apply to help cover our cleaner’s lost time and travel.

2. Delays and Access ("Lock-Outs")

Clear communication keeps everything running smoothly. Here is what happens if there is a delay on either side:

• If we are running late: Perth traffic can be unpredictable. If our cleaners are running more than 15 minutes behind schedule, we will text or call you immediately with an updated ETA. If our delay no longer works for your day, we will reschedule you with priority or offer a discount on your next service.
• If you are running late / Lock-outs: Our cleaners will wait at the property for up to 20 minutes while trying to contact you. If we cannot gain access after 20 minutes, it will be treated as a last-minute cancellation, and we will contact you to reschedule.

3. Our "Happiness Guarantee" (Return & Refund Policy)

Because cleaning is a service, we don't offer traditional "returns." Instead, we offer a 100% Happiness Guarantee to ensure you get exactly what you paid for.

• The 24-Hour Review: If you are not completely satisfied with any area we have cleaned, please contact us within 24 hours of your service with a few photos.
• The Fix-Up: We will send a cleaner back to your property to reclean the missed or unsatisfactory areas completely free of charge within 48 hours.
• Refunds: If we are unable to resolve the issue to your satisfaction after a reclean, or if a reclean is not possible due to time constraints (like a bond return deadline), a partial or full refund will be issued in accordance with Australian Consumer Law.

4. Public Holidays

If your regular cleaning day falls on a WA public holiday, we will contact you at least one week in advance to either skip or move your booking to a different day that week, subject to availability.