Refund & Cancellation Policy

1. About this Policy

This Refund & Cancellation Policy explains how GARLEY GROUP PTY LTD, trading as KleenHire ("KleenHire", "we", "us" or "our"), handles subscription cancellations, refund requests, credits and billing issues for paid KleenHire services. This Policy does not govern wages, contractor payments, invoices or other amounts payable directly between users for cleaning or other work. Those matters are between the users involved unless a KleenHire feature expressly states otherwise.

2. Australian Consumer Law

Nothing in this Policy excludes, restricts or modifies any consumer guarantee, right or remedy under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other right that cannot lawfully be excluded. Where a KleenHire service fails to comply with an applicable consumer guarantee, you may be entitled to a remedy required by law. The eligibility criteria and exclusions in this Policy apply to discretionary or change-of-mind refunds and do not override statutory rights.

3. Recurring subscriptions and automatic renewal

• The price, billing interval and included features for a subscription are displayed at or before purchase.
• Unless clearly described as a one-time purchase, a subscription automatically renews at the applicable billing interval until cancelled.
• By starting a recurring subscription, you authorise KleenHire and its payment processor to charge the applicable subscription amount and disclosed taxes at each renewal until cancellation.
• A subscription remains active until it is cancelled, even if you do not use the Platform.

4. How to cancel

You may cancel a recurring subscription using any cancellation functionality available in your account or by contacting support@kleenhire.com.au.

Unless otherwise stated at purchase, cancellation prevents the next renewal charge and your paid access continues until the end of the billing period that has already been paid for. Cancelling does not ordinarily create a refund for the unused portion of the current billing period merely because you no longer need or wish to use the service.

If you cancel close to a renewal date, you should complete the cancellation before the renewal is processed. If a renewal is processed after you had already completed a valid cancellation, contact us so we can investigate the charge.

5. Change-of-mind refunds

Except where required by law, KleenHire does not ordinarily provide refunds merely because you:

• change your mind after purchasing access;
• change your business direction or staffing plans;
• do not use some or all of the available features;
• forget to cancel before a renewal;
• find a worker quickly and no longer need the Platform;
• do not receive the volume of responses, applications, enquiries, matches or opportunities you expected; or
• decide that another service better suits your preferences.

6. No guarantee of hiring or platform outcomes

A KleenHire subscription purchases access to the Platform features described for the subscription. It does not purchase a guaranteed hire, guaranteed worker response, guaranteed applicant volume, guaranteed availability, guaranteed job opportunity, guaranteed revenue or other specific commercial outcome.

Accordingly, a refund is not ordinarily available solely because a user does not find a suitable worker, another user does not respond, a preferred worker becomes unavailable, a business does not complete a hire, or a worker does not receive a particular amount of work, provided the purchased KleenHire service was supplied as described.

7. When we may provide a refund, credit or extension

In addition to any remedy required by law, KleenHire may consider a discretionary refund, partial refund, account credit or subscription extension where circumstances reasonably justify it, including:

• a significant technical issue caused by KleenHire that materially prevented access to paid functionality for an unreasonable period;
• a confirmed duplicate or incorrect KleenHire charge;
• a billing error by KleenHire;
• a feature materially failed to operate as described and we could not reasonably remedy the issue; or
• exceptional circumstances where a goodwill remedy is appropriate.

A discretionary remedy provided in one case does not require KleenHire to provide the same remedy in another case with different circumstances.

8. Situations that generally do not qualify for a discretionary refund

• Platform access has been provided and the request is based only on change of mind or non-use.
• The issue was caused by your device, internet connection, unsupported software, incorrect account information or a third-party service outside KleenHire's reasonable control, unless the law provides otherwise.
• The account was restricted or terminated because of fraud, serious misconduct, unlawful activity or a material breach of the Terms, unless a refund or other remedy is required by law.
• The request is based on the conduct or performance of another user rather than a failure of the KleenHire service itself.
• You purchased a subscription expecting an outcome that KleenHire did not guarantee.

9. Service outages and technical problems

Short maintenance periods, intermittent issues or outages outside KleenHire's reasonable control do not automatically entitle a user to a refund. If a material KleenHire-caused outage substantially prevents access to paid functionality, we will assess an appropriate remedy having regard to the duration and impact of the issue and any rights available under applicable law.

10. Duplicate, incorrect and unauthorised charges

If you believe you have been charged twice, charged an incorrect amount or charged after a valid cancellation, contact us promptly with the relevant transaction information. We will investigate and refund confirmed billing errors where appropriate.

If you believe a payment method has been used without your authority, notify your bank or payment provider as soon as possible and contact KleenHire. We may request reasonable information to investigate the transaction and protect the account.

11. Failed payments and account access

If a subscription payment fails, we may retry the payment and may suspend or limit paid features while the amount remains unpaid. Restoring access after payment does not extend the subscription period unless we expressly agree otherwise or the law requires it.

12. How to request a refund or billing review

1. Email support@kleenhire.com.au.
2. Include the email address associated with your KleenHire account.
3. Identify the charge or subscription and explain the reason for the request.
4. Provide any reasonably available screenshots, dates, transaction details or technical information that may help us investigate.

We will assess the request reasonably and may ask for additional information. We aim to provide an initial response within 2 business days, although complex investigations may take longer.

13. How approved refunds are processed

Approved refunds are ordinarily returned to the original payment method where practicable. The time for funds to appear depends on the payment provider and financial institution. KleenHire does not control bank or card-scheme processing times after the refund has been submitted. Where the original payment method cannot reasonably receive a refund, we may contact you to arrange another lawful payment method.

14. Payment processing fees

Where KleenHire is required by law to provide a refund, we will not reduce that remedy in a way that unlawfully limits your rights. For discretionary refunds that are not legally required, we may take into account non-recoverable third-party processing costs where it is fair and lawful to do so and where this is communicated to you before the discretionary refund is accepted.

15. Chargebacks

Nothing in this Policy prevents you from exercising legitimate rights with your bank or card provider. However, knowingly making a false or fraudulent chargeback claim may breach the KleenHire Terms and may result in account restrictions or recovery action to the extent permitted by law.

16. Changes to this Policy

We may update this Policy to reflect changes to the Platform, billing practices or law. The current version will be published through KleenHire with an updated effective or revision date. Changes do not remove refund or consumer rights that have already arisen under applicable law.

17. Contact

For cancellations, refund requests or billing questions, contact support@kleenhire.com.au. KleenHire is owned and operated by GARLEY GROUP PTY LTD.