Tell us when something is not right
Complaints & Re-clean Policy
We want a fair opportunity to review service concerns and agree on an appropriate next step.
Last updated: 4 September 2026
1. Report the concern
Please contact us within 24 hours after the service where reasonably possible. Tell us the service date, affected area and what did not meet the agreed scope. Clear photos are helpful when safe and appropriate.
2. Our review
We will acknowledge or respond to the concern within two business days. We may ask questions, review the agreed scope and photos, or arrange an inspection before deciding the appropriate response.
3. Re-clean requests
If an issue within the agreed scope can reasonably be corrected by cleaning, we may arrange a re-clean at a mutually suitable time. The appropriate remedy depends on the circumstances and does not remove any rights available under the Australian Consumer Law.
4. Items that may require a different response
Re-cleaning may not correct permanent stains, pre-existing damage, wear, defects, inaccessible areas, hazardous conditions or work outside the confirmed scope. We will explain our assessment and discuss available options.
5. Escalation
If you are not satisfied with the first response, ask for the matter to be reviewed by the General Manager. We will consider the information provided and respond within a reasonable period.
6. Consumer rights
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
Contact Sapphirus: 0435 820 316 or admin@sapphirus.com.au.