1. Our service guarantee
Under the Consumer Guarantees Act 1993 our services must be carried out with reasonable care and skill, be fit for purpose, and be completed in a reasonable time. If we fall short, you are entitled to a remedy. For a minor problem we will fix it — usually by re-cleaning at no charge. For a serious failure, you can choose a refund or cancel the service and claim reasonable compensation for any loss caused.
2. Free re-clean
If an item comes back unsatisfactorily cleaned, tell us within 48 hours of delivery and we will collect and re-clean it free of charge. Please keep the item unworn and unwashed so we can assess it.
3. Refunds
- Where a re-clean isn't appropriate or doesn't resolve the issue, we will refund the charge for the affected items.
- Refunds are made to the original payment method, normally within 5 working days of us approving the claim. Bank clearing times may add a few days.
- We are not required to refund where you simply changed your mind about a service that has already been carried out, though we will always try to find a fair outcome.
4. Lost or damaged items
- Report any loss or damage within 7 days of delivery.
- We investigate every claim and will tell you the outcome within 10 working days. Where we are at fault, we will repair, replace, or compensate you based on the item's depreciated value — generally up to ten times the cleaning charge for that item, unless the Consumer Guarantees Act requires a greater remedy.
- We cannot accept liability for pre-existing damage, ordinary wear, shrinkage or colour change caused by manufacturing faults or missing/incorrect care labels, or for valuables left in pockets.
5. Cancellations
- Cancel or reschedule free of charge up to 12 hours before your pickup window.
- Cancellations inside 12 hours, or after our driver has arrived at your address, may incur a call-out fee of up to $15.
- If we cancel or cannot collect for a reason within our control, you pay nothing and any prepayment is refunded in full.
6. Subscription plans
- You can cancel a plan at any time from your account. Cancellation takes effect at the end of the current billing period and your remaining pickups stay available until then.
- Part-used billing periods are not refunded, except where a service failure entitles you to a refund under the Consumer Guarantees Act.
7. How to make a claim
Email info.cleancloudnz@gmail.com or call +64 22 458 6125 with your order reference, a description of the problem and photos if you have them. Most claims are resolved within a few days.
8. If we can't agree
If we cannot resolve your complaint, you can take the matter to the Disputes Tribunal, or contact Consumer Protection (consumerprotection.govt.nz) or the Commerce Commission for guidance under the Fair Trading Act 1986. Nothing in this policy limits those rights.