Refund Policy & 7-Day Service Guarantee

Last updated: August 7, 2026

At SEQ Air Care, I want you to be happy with the service you receive.

This Refund Policy explains my 7-Day Service Guarantee, when refunds may be available and how to raise an issue with a completed service.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

1. 7-Day Service Guarantee

SEQ Air Care provides a 7-Day Service Guarantee on completed cleaning services.

If you are not satisfied with the quality of the cleaning performed, please contact me within 7 calendar days of the service date and let me know what you are unhappy with.

Once you contact me within the 7-day period, your claim will remain valid while I assess and resolve the issue, even if any inspection or return visit takes place after the initial 7 days.

The purpose of the guarantee is simple: if there is a genuine problem with the cleaning I performed, I want the opportunity to make it right.

2. How the Guarantee Works

If you raise an issue under the 7-Day Service Guarantee, I may ask for:

• your name and booking details;

• details of the unit or service concerned;

• a description of the issue; and

• photographs or other information where this will help me understand the problem.

Where reasonably appropriate, I may arrange to inspect the unit.

If the issue relates to the quality of the cleaning and can reasonably be rectified, I will offer to return and rectify the affected area at no additional charge.

If I am unable to reasonably rectify a valid issue with the cleaning, or the service has otherwise not been delivered to the standard promised, I may provide a partial or full refund depending on the circumstances.

3. Refunds Under the 7-Day Guarantee

Where a refund is appropriate, the amount will generally relate to the service affected by the issue.

For example, if several air conditioning units were cleaned and the issue only relates to one unit, any refund may be limited to the amount paid for that unit or affected portion of the service.

A full refund of the entire booking may be provided where the circumstances reasonably justify it.

The 7-Day Service Guarantee does not require you to accept a remedy that would be inconsistent with rights you have under the Australian Consumer Law.

4. What the 7-Day Guarantee Covers

The guarantee is intended to cover genuine issues with the cleaning service I performed, such as:

• an area included within the booked cleaning service being reasonably found not to have been cleaned properly;

• cleaning work being incomplete;

• a problem directly resulting from the manner in which the cleaning service was performed; or

• the completed cleaning otherwise not being consistent with the service that was booked and promised.

Each claim will be considered based on the circumstances of the service and the condition of the equipment.

5. What the 7-Day Guarantee Does Not Normally Cover

The voluntary 7-Day Service Guarantee does not normally provide a refund for matters unrelated to the quality of the cleaning performed.

This may include:

• changing your mind after the service has been completed;

• electrical faults;

• refrigerant or refrigeration system faults;

• mechanical faults;

• control board or electronic faults;

• motor or bearing problems;

• pre-existing equipment damage or deterioration;

• brittle, damaged or aged plastics;

• corrosion;

• installation defects;

• permanent staining or discolouration;

• odours originating from somewhere other than contamination addressed by the cleaning;

• drainage defects requiring repair rather than cleaning;

• contaminants returning after the service due to environmental conditions, moisture, equipment operation or another underlying cause;

• new dust, dirt or contamination accumulating after the service;

• damage or changes caused by another person after my service; or

• an outcome that was not included in or reasonably represented as part of the booked cleaning service.

Air conditioner cleaning is a cleaning and maintenance service. It is not a guarantee that electrical, mechanical, refrigeration, installation or other equipment faults will be repaired.

These exclusions relate only to the additional 7-Day Service Guarantee and do not remove any rights you may otherwise have under the Australian Consumer Law.

6. Australian Consumer Law

The 7-Day Service Guarantee is provided in addition to your rights under the Australian Consumer Law.

Your rights under the Australian Consumer Law are not limited to seven days and may continue beyond the period of this voluntary guarantee.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• to cancel your service contract with us; and

• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage.

If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

7. Opportunity to Rectify a Problem

For issues that can reasonably be fixed, I may first offer to inspect or perform the affected part of the service again at no cost.

This allows me to understand what has happened and, where possible, correct the issue quickly.

This does not limit any right you may have to another remedy under the Australian Consumer Law, including where the service has a major failure.

8. Change of Mind

Refunds are not normally provided simply because you change your mind after the booked service has been completed correctly.

This does not affect your rights where there is a genuine problem with the service or where the Australian Consumer Law entitles you to a remedy.

9. Cancellations Before a Service

This Refund Policy primarily applies to completed services.

There is no cancellation fee if you cancel or reschedule your appointment before I arrive at the booked service address.

If I have already arrived at the booked service address and you then cancel or decide not to proceed, the cancellation provisions contained in the SEQ Air Care Terms of Service apply.

10. Incorrect or Duplicate Payments

If you are accidentally charged an incorrect amount or a payment is processed more than once, please contact me.

Once confirmed, any amount incorrectly charged will be refunded.

11. How Refunds Are Paid

Approved refunds will generally be returned using the original payment method where reasonably possible.

Once a refund has been processed by SEQ Air Care, the time it takes to appear in your account may depend on your bank or payment provider.

12. Costs of Making a Guarantee Claim

There is no fee charged by SEQ Air Care for making a claim under the 7-Day Service Guarantee.

SEQ Air Care will bear the reasonable cost of inspecting or rectifying a valid claim under this guarantee, including any return visit that I arrange.

If you believe you need to incur an additional expense in connection with a guarantee claim, please contact me before incurring that expense where reasonably possible.

Nothing in this section limits any entitlement to reimbursement or compensation available under applicable law.

13. How to Make a Claim

To make a claim under the 7-Day Service Guarantee, contact SEQ Air Care within 7 calendar days of your completed service.

Please include your name, booking details and a brief explanation of the issue.

SEQ Air Care

Email: hello@seqaircare.com.au
Phone: +61 407 090 330

I will review your claim and contact you to discuss the appropriate next step.

14. Your Rights Are Not Limited to Seven Days

The 7-day period applies only to SEQ Air Care's additional voluntary Service Guarantee.

It does not mean that you lose your rights after seven days.

Rights and remedies available under the Australian Consumer Law apply independently of this guarantee and may continue for longer depending on the circumstances.