Our policy is designed to be simple and fair in both directions. Nothing is charged at booking. Payment is taken 48 to 72 hours before we arrive. You can cancel anytime before payment for free. Once paid, a 50% fee applies to cancellations. Here are the details.
1. How payment works
When you book, we save your card securely with Stripe. Nothing is charged at that point. We email you a payment link 72 hours before your appointment. Payment is due by 48 hours before. If payment has not arrived by the deadline, we automatically cancel the booking and reopen the slot — at no cost to you.
2. Cancelling before you've paid
You can cancel for free at any time before payment is taken. There is a cancellation link in your booking confirmation email. Click it, confirm, done. Your card is not charged. No fee, no explanation needed.
If you simply don't pay when the link arrives, the booking auto-cancels at the 48-hour mark. Either way, nothing hits your card.
3. Cancelling after you've paid
Once you have paid for the booking, a flat 50% cancellation fee applies if you cancel. This covers the team allocation and the lost slot.
- 50% of the booking total is retained by Ferah Fresh.
- 50% is refunded to your original card via Stripe.
- The refund typically appears in your account within 5–10 business days, depending on your bank.
You can trigger this yourself via the cancellation link in your payment confirmation email — we show the fee clearly and ask you to confirm before processing.
4. No-shows after payment
If you have paid and you do not provide access at the scheduled time (no one home, door not opened, property inaccessible, etc.), the full booking amount is retained. Our team has already travelled and been allocated to your slot.
5. Rescheduling
Before payment is taken, rescheduling is free — just cancel the existing booking and book a new date. Once payment has been taken, rescheduling is subject to availability and can usually be arranged without fee if you email us at hello@ferahfresh.com before the appointment. Where a reschedule is not possible, the standard cancellation terms above apply.
6. If we cancel
We rarely cancel, but weather events, illness, or safety issues can sometimes force us to. If we cancel on you:
- You receive a full 100% refund (or your card is not charged).
- We offer priority rescheduling for the next available slot.
- Where appropriate, we may offer a goodwill discount on the rescheduled clean.
7. Our 100% satisfaction guarantee
If you are not happy with specific areas we have cleaned, tell us within 24 hours of the service. We will return at no cost to re-clean the specific issues you have identified.
This guarantee is a re-service promise — it gives you the right to have the work made right, not an automatic entitlement to a cash refund. We believe in standing behind our work, and a re-clean is almost always the fairest outcome for everyone.
8. Refund method & timing
Refunds are processed to the original card via Stripe. Once issued, refunds typically appear in your account within 5–10 business days, depending on your bank. We cannot process refunds to a different card or payment method.
9. Disputes
If something has gone wrong, the fastest path to a resolution is to email hello@ferahfresh.com describing what happened. We aim to respond within one business day and resolve most issues on the spot.
If we cannot reach an agreement, you have the right to lodge a complaint with Consumer Affairs Victoria. Nothing in this policy limits your non-excludable rights under the Australian Consumer Law.
10. Contact
- Email: hello@ferahfresh.com