At Vanguard Cleaning Services, we prioritise your satisfaction. Please read the terms and conditions of our satisfaction guarantee carefully to understand how we ensure your cleaning needs are met.
1. Guarantee Scope
This Satisfaction Guarantee is extended by Vanguard Cleaning Services (“the Company”) to all customers (“Customer”) utilising our cleaning services.
2. Guarantee Commitment
The Company pledges to deliver services that meet or exceed Customer expectations. Should our services fall short, we are committed to rectifying the situation to the Customer’s satisfaction.
3. Notification Requirement
To activate the Satisfaction Guarantee, the Customer must notify the Company of any dissatisfaction within 24 hours of the service being completed. This notification should be detailed, specifying the aspects of the service that were unsatisfactory with photographic evidence.
4. Remedial Actions
Upon receipt of a dissatisfaction claim within the specified timeframe, the Company will take the following steps:
- Immediate Re-Clean: Arrange for a re-clean of the unsatisfactory areas.
- Service Credit: Offer a credit for the equivalent value of the unsatisfactory service hours, usable for future services.
- Money-Back Guarantee: If the Customer remains dissatisfied and neither replacement nor service credit is deemed suitable, the Company will offer a refund for the unsatisfactory portion of the service, ensuring a 100% satisfaction guarantee.
5. Limitations
This Satisfaction Guarantee is subject to the following limitations:
- Does not cover dissatisfaction due to factors beyond the control of the assigned Cleaner or the Company.
- Claims must be made within the 24-hour notification period for the guarantee to be valid.
- The guarantee covers only the direct cost of the service provided and does not extend to incidental or consequential damages.
- Refunds are not offered prior to a re-clean being accepted.
- Due to limited availability, re-cleans are currently only available on weekdays, other than in exceptional circumstances.
- For hourly services, our satisfaction guarantee will extend only to the quality of work performed instead of the amount of areas covered, unless in exceptional circumstances. Our teams will always prioritise quality over quantity, unless directly requested otherwise by a customer.
6. Resolution Process
Disputes related to the Satisfaction Guarantee will first be addressed through direct negotiation. If unresolved, they may proceed to mediation and, as a final recourse, arbitration.
7. Financial Limitations
The total refund amount under this guarantee shall not exceed the total payment made by the Customer for the service period in which the dissatisfaction occurred.
8. Guarantee Review
The terms of this Satisfaction Guarantee are subject to periodic review and adjustment by the Company. Customers will be notified of any significant changes.
9. Legal Compliance
This guarantee is offered in compliance with applicable laws and regulations in Victoria, Australia, and does not affect the statutory rights of the Customer or the obligations of the Company under those laws.
How to Claim Your Guarantee
- Contact Support: Reach out to our support team at info@vanguardcleaningservices.com.au within the specified time frames.
- Provide Evidence: Submit photos clearly showing the areas of concern within 24 hours of the service.
- Schedule a Re-clean: If your claim is approved, we will arrange a re-clean at the earliest availability, typically on weekdays unless in exceptional circumstances.
- Review and Refund: If we are still unable to meet your satisfaction after the re-clean, a partial or full refund will be considered based on the situation.
We strive to provide excellent service and customer satisfaction. Thank you for choosing Vanguard Cleaning Services.
Last Updated: 12/07/2024