Our redo promise first
Most complaints are about a missed spot rather than a failed service. Tell us within seventy-two hours and we will send a crew back to fix it, and the return visit costs you nothing. That covers every item on the scope we agreed before the job.
When we refund instead
If a return visit cannot fix the problem, or the issue was clearly our fault and you would rather not have us back, we refund it. How much depends on what went wrong.
- Whole job not done: full refund of the amount paid for that visit.
- One area missed inside an otherwise completed job: partial refund based on the time that area should have taken.
- Damage we caused: covered through our insurer rather than a cleaning refund.
What we do not refund
We do not refund for stains, odours or damage that were there before we arrived, for results that fall outside the agreed scope, or for a bond dispute where the agent raised items the checklist never covered.
Regular contract clients should raise concerns through the site log so we can address them on the next scheduled visit.
How to make a claim
Send photos, the booking date and a short description to offerdriveline@gmail.com, or call the office on +61 7 4928 6153.
We acknowledge every claim within one business day and give you a decision within seven business days of receiving the photos.
If you disagree with the outcome
Ask for the matter to be escalated to a director and we will review the job notes and photos again. If it is still unresolved, you are free to take it to the Queensland Civil and Administrative Tribunal or to the consumer affairs body in your state.