Refund policy

Last updated: 23 September 2026

1. Why there are no returns

Urban Works Property Services provides services — cleaning, property maintenance and handyman work. We don't sell physical products, so there's nothing to return or exchange.

This policy explains what happens instead: when we'll re-do work, when we'll refund you, and how to raise an issue.

It should be read together with our Terms of Service.

2. Our first response is to fix it

If you're not happy with work we've coordinated, tell us — not the professional who attended.

Contact us within [3] business days of the job. We'll look into it and, where the issue falls within the scope you approved, arrange for it to be put right at no additional cost to you.

We'll do that provided:

  • the issue relates to work included in the scope you approved;
  • the property hasn't been altered, used or cleaned in a way that prevents us from assessing what happened;
  • you give us reasonable access to inspect and rectify within a reasonable time.

Re-performance is our standard remedy because it's usually what actually solves the problem. A refund leaves you with the same property in the same condition.

3. When we'll refund you

We'll refund some or all of what you've paid where:

  • we cancel a booking and can't offer you an alternative time that works — full refund of any deposit or payment;
  • we can't complete the job for a reason that's our responsibility — refund of the portion not completed;
  • we can't put the work right, or re-performance isn't reasonable in the circumstances — a partial or full refund, depending on what was affected;
  • you were charged for something you didn't agree to — full refund of that amount;
  • the law requires it (see section 6).

Refunds are issued to the original payment method within [10] business days of us agreeing to them.

4. When we won't refund you

We generally won't refund where:

  • the work was completed to the scope you approved and you've simply changed your mind afterwards;
  • the issue relates to work that wasn't included in the quote you accepted;
  • the problem was caused by something you didn't tell us about;
  • the property has been altered or the affected area re-cleaned or repaired before we had a chance to inspect it;
  • you raise the issue well outside the timeframe in section 2, where that makes it impossible for us to establish what happened;
  • damage or deterioration occurred after we finished, through normal use, weather or another party's work.

None of this limits your rights under the Australian Consumer Law.

5. Cancellations and deposits

You cancel

  • More than [24] hours before the booking — full refund of anything paid, no charge.
  • Less than [24] hours before, or on the day — we may retain up to [50]% of the quoted price where a professional has already committed the time or turned down other work. We'll always tell you before this applies.
  • We can't access the property at the agreed time and can't reach you — treated as a same-day cancellation.

We cancel

Full refund of anything paid, including deposits. If we cancelled because of something outside our control, we'll always try to offer you the next available time first.

Deposits on larger jobs

Where a job requires a deposit, we tell you in the quote before you accept — never afterwards. Deposits are refundable in full if you cancel within the window above, or if we cancel.

6. Your rights under Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, our services must be:

  • provided with due care and skill;
  • fit for the purpose you told us about;
  • delivered within a reasonable time.

If a service fails to meet a consumer guarantee, you're entitled to have the problem fixed. If the failure is major — for example the work is substantially unfit for purpose, or can't be fixed within a reasonable time — you can cancel the contract and get a refund, or keep the service and seek compensation for the difference in value.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by the failure.

Nothing in this policy excludes, restricts or modifies those rights.

7. How to make a claim

Email or call us with:

  • the property address and the date of the job;
  • what the problem is, as specifically as you can;
  • photos, if the issue is visible.

We'll acknowledge you within [2] business days and tell you what happens next. Most issues are resolved by a return visit within a week.

8. If we can't agree

If we can't resolve things between us, you can contact Consumer Affairs Victoria on 1300 55 81 81 or at consumer.vic.gov.au.

9. Contact

Urban Works Property Services
ABN: 99126271407

Email: info@urbanworkservices.com
Phone: 0452 442 757