Cancellation Policy

At Clear & Clutterfree, we understand that life happens. We aim to provide reliable, respectful service to all clients, and this cancellation policy helps us manage time, resources, and bookings fairly.

1. Cancelling or Rescheduling an Appointment

• We require at least 48 hours’ notice for cancellations or reschedules.
• Please contact us via SMS or phone on 0425 334 537.
• Appointments cancelled with less than 48 hours’ notice may incur a fee.
• Reschedules requested within 48 hours are treated as cancellations unless due to an emergency (see Section 5).
• We offer one complimentary short-notice reschedule (less than 48 hours’ notice) as a goodwill gesture. Additional short-notice reschedules may incur a fee of up to 100% of the session fee, particularly if the time cannot be rebooked or preparation has already been completed.

2. Cancellation Fees

• 48+ hours’ notice: No fee.
• Less than 48 hours’ notice: A fee of up to 50% of the service cost may apply to reflect time set aside and preparation already undertaken.
• No-shows: A fee of up to 100% of the session cost may apply, particularly where the time cannot be rebooked or preparation has already been completed.

All fees are assessed case by case and will either be deducted from your deposit or invoiced directly. Future appointments may be paused until any outstanding amounts are settled.

3. Late Arrivals & Session Interruptions

• If you arrive late, we’ll continue the session within the scheduled time, but the full fee still applies.
• If you’re more than 15 minutes late without contact, we may need to reschedule or cancel the appointment. A cancellation or no-show fee may apply.
• If a session is cut short by the client (for non-emergency reasons), a minimum 3-hour charge per organiser still applies.

4. Exceptions

• Emergencies (e.g. illness, injury, or unsafe conditions) will be handled with compassion and may qualify for a fee waiver at our discretion.
• For sessions over 4 hours, if a client experiences overwhelm, we may reduce to a minimum 3-hour charge as a one-time exception.

5. Health-Related Cancellations

• If you’re unwell, please notify us as soon as possible—ideally with 24+ hours’ notice.
• An online session may be offered as an alternative if appropriate.
• Fee waivers for health-related cancellations are considered case by case.

6. Booking Deposits & Refunds

• A 50% deposit is required to secure your session. In some cases (e.g. remote jobs, large projects, or vacant properties), a 100% deposit may be required. This will be discussed with you beforehand.
• The deposit covers admin, prep, and time set aside for your session.
• Deposits are generally non-refundable but may be credited toward a rescheduled session with sufficient notice.
• Refunds may be considered in exceptional circumstances (e.g. confirmed emergencies).

7. Legal Compliance

This policy aligns with the Australian Consumer Law (ACL) and relevant NSW legislation. If any law overrides part of this policy, we’ll comply accordingly.

8. Questions or Concerns?

We’re here to help.
Contact Karen on 0425 334 537 with any questions about your booking or this policy.