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Refund & Service Level Guarantee Policy

Commercial Quality Assurance, Audit Rectification & Refund Framework

THE GOOD 2020 PTY LTD (trading as WD COMMERCIAL, ABN 53 642 681 123) is committed to delivering audit-ready facility hygiene and commercial cleaning across Victoria and Queensland. We back our operations with a structured Service Level Guarantee. This policy outlines our formal audit rectification protocols, service credit frameworks, and refund conditions for commercial client contracts.

1. SERVICE LEVEL GUARANTEE & AUDIT RESETS

WD COMMERCIAL operates under a strict Quality Assurance Framework designed to meet WorkSafe OHS, HACCP, AS/NZS 4187, and NQF Quality Area 2 regulatory standards.

  • Audit Rectification Right: If a completed service instance fails to meet the agreed Scope of Work or line-itemized SLA specifications, the Client is entitled to an immediate supervisor re-inspection and zero-cost audit rectification sweep.

  • Notification Window: To activate an audit rectification, the Client must notify WD COMMERCIAL in writing via email within 24 hours of service execution, providing specific details and photo-verification evidence of the non-compliant area

2. RE-CLEAN & REMEDIATION PROTOCOLS

Upon receiving a valid written non-compliance notification, WD COMMERCIAL will execute the following escalation sequence:

  1. 24-Hour Supervisor Inspection: A regional hub supervisor will review the logged digital compliance data, GPS check-in timestamps, and photo evidence submitted by the Client.

  2. Priority Re-Clean Deployment: A rapid-response team or dedicated supervisor will be dispatched within 24 to 48 hours to re-clean and detail all verified non-compliant areas at zero additional cost to the Client.

  3. Audit Verification Sign-Off: Following the re-clean, a updated digital compliance log will be generated and provided to the facility manager for final sign-off. 

3. COMMERCIAL CREDITS & REFUND ELIGIBILITY

Because commercial cleaning is a service involving labor mobilization and equipment dispatch, financial refunds are issued under specific, qualified conditions:

  • Service Fee Credits: If WD COMMERCIAL is unable to deploy a team for a scheduled service window, or if a verified SLA failure is not rectified within 48 hours following written notice, a pro-rata billing credit will be applied to the Client’s next monthly invoice for the affected line item.

  • Cash Refund Eligibility: Cash or bank refunds are issued exclusively under the following circumstances:

    • Overpayment or duplicate payment of an invoice by the Client.

    • Cancellation of a prepaid project clean or specialized reset by the Client made more than 48 hours prior to scheduled team mobilization.

    • Total non-performance where WD COMMERCIAL fails to access or service a site during a contracted milestone window and no re-clean or schedule adjustment is possible.

4. NON-REFUNDABLE CIRCUMSTANCES & EXCLUSIONS

Refunds, billing credits, or free re-cleans will not be issued under the following conditions:

  • Access Denied / Delayed: The cleaning team was unable to access the Premises during the agreed service window due to missing keys, invalid alarm codes, security lockouts, or client-side delays.

  • Utility Outages: Essential commercial utilities (electricity, hot/cold running water) were unsupplied or interrupted during service execution.

  • Late Claims: Non-compliance claims submitted more than 24 hours after service completion (as post-cleaning foot traffic and daily facility operations degrade surface hygiene).

  • Pre-Existing Defects: Claims resulting from pre-existing structural damage, permanent carpet/tile staining, unsealed grout erosion, aged paint flaking, or building construction flaws.

  • Out-of-Scope Requests: Items or areas not explicitly listed in the agreed commercial Scope of Work, Proposal, or SLA documentation.

5. COMMERCIAL CANCELLATIONS & MOBILIZATION FEES

  • Ad-Hoc & Project Cleans: Cancellation or rescheduling of specialized deep cleans, carpet steam resets, or builders handovers less than 48 hours prior to scheduled start time will incur a 20% equipment and roster mobilization fee.

  • Recurring SLA Contracts: Termination of ongoing commercial service contracts is governed by the standard 30 days' written notice requirement outlined in our Terms & Conditions.

6. CLAIMS LODGEMENT PROCEDURE

To lodge a quality assurance claim, request an audit re-clean, or apply for an invoice credit, please submit your request in writing to our Client Services Team:

  • Entity: THE GOOD 2020 PTY LTD (t/a WD COMMERCIAL)

  • Attention: Quality Assurance & SLA Management

  • Email: hello@wdcommercial.com.au

  • Telephone: +61 3 9827 9468

  • Required Documentation: Company Name, Site Address, Service Date, Line-Itemized Issue Description, and Supporting Photographs.

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