Cancellation & Refund Policy

Last updated: 18 May 2026

Overview

Fyxes App ("Fyxes", "we", "our", "us") is a marketplace that connects customers ("Consumers") with independent cleaning service providers ("Cleaners") in Melbourne, Australia. This policy explains when and how bookings can be cancelled, when refunds are available, and how issues with a clean are handled.

This policy applies in addition to the in-app Consumer Agreement and our Terms of Service. Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law that cannot be lawfully excluded.

1. How cancellations work

You can cancel a booking through the Fyxes mobile app at any time before the clean starts. The refund you receive depends on how far in advance you cancel, measured from the scheduled start time of your booking.

1.1 Cancellation windows (Consumers)

If you cancel for convenience (a change of mind, schedule change, or no-longer-needed service — anything not caused by Fyxes or your Cleaner), the following tiered fees apply based on how much notice you give:

• 48 hours or more before booking — no fee (full refund)
• Between 24 and 48 hours before — 25% of booking total
• Between 2 and 24 hours before — 50% of booking total
• Less than 2 hours before — 100% of booking total

Cancellation fees reflect the genuine costs incurred by your Cleaner, who has reserved time for your booking. Of any cancellation fee collected, your Cleaner receives 80% as compensation for the time they set aside, and Fyxes retains 20% as the platform service fee.

Refunds are returned to your original payment method via Stripe and typically take 5–7 business days to appear, depending on your bank.

1.2 No-show (Consumer)

A Consumer no-show is different from a cancellation. It applies where your Cleaner attends the booking at the agreed time, marks themselves as arrived in the Fyxes app, and you are not present at the property and don't provide access to perform the clean.

Before a no-show is recorded, Fyxes will attempt to contact you up to three (3) times by SMS within fifteen (15) minutes of the Cleaner marking their arrival in the app. If you don't respond and don't provide access by the end of that 15-minute window, the booking is automatically cancelled and treated as a Consumer no-show.

The 15-minute window starts from the moment the Cleaner marks themselves as arrived on-site — not from the scheduled booking start time. If your Cleaner is running late, the window doesn't start until they actually arrive, so you're not penalised for their lateness.

If a Consumer no-show is recorded, the full booking total (100%) is payable. This compensates the Cleaner for the time and travel they committed to your booking and recognises that the Cleaner can't be re-deployed to another booking at such short notice. Of the amount charged, your Cleaner receives 80% as compensation for their reserved time and travel, and Fyxes retains 20% as the platform service fee. This allocation reflects the genuine loss suffered by the Cleaner and Fyxes — it is not a penalty.

1.3 No-show by the Cleaner

If the Cleaner fails to attend your booking at the agreed time without reasonable notice, you can choose either:

• A full refund — returned to your original payment method (typically 5–7 business days, depending on your bank); or
• A re-clean at no additional cost — at a date and time that suits you, subject to Cleaner availability.

Please report a Cleaner no-show through the Fyxes app or by emailing hello@fyxes.com.au within 48 hours of the scheduled booking time so we can investigate and arrange your preferred remedy.

1.4 Cancellation by the Cleaner

If the assigned Cleaner cancels your booking, we will attempt to match you with another available Cleaner. If we cannot reassign the booking, you will receive a full refund to your original payment method within 5–7 business days. We may also offer a discount or credit on a future booking as a goodwill gesture.

1.5 Cancellation by Fyxes

We may cancel a booking in limited circumstances — for example, suspected fraud, safety concerns, a breach of our Terms of Service, or where the service address is outside our service area. If we cancel your booking, you will receive a full refund to your original payment method within 5–7 business days.

1.6 Bookings that can't proceed due to inaccurate information

If the Cleaner arrives and finds that the property, scope, or access materially differs from what you entered in your booking (for example, a larger home, extra rooms, a different condition, or undisclosed access issues), the Cleaner will attempt to agree an adjusted scope or fee with you through the Fyxes app.

If you and the Cleaner cannot reach agreement and the booking cannot proceed, a flat $60 call-out fee (incl. GST) applies. The remainder of your booking is refunded to your original payment method within 5–7 business days.

The $60 covers the Cleaner's travel and reserved time on-site (typically about an hour, regardless of the size of your booking), plus payment processing and platform costs. Because you didn't actively cancel the booking, the tiered cancellation fees in section 1 don't apply — the flat call-out is intentionally more generous to you.

Full detail on this scenario is set out in the in-app Consumer Agreement, which you accept when you create an account.

2. Rescheduling

You can reschedule a booking through the Fyxes app. Rescheduling 48 hours or more before the scheduled start time is free. Rescheduling within 48 hours of the start time is treated as a cancellation and rebook, so the tiered cancellation fees in section 1.1 will apply to the original booking.

3. Issues with the clean

3.1 Reporting an issue

If you are not satisfied with the clean, please report the issue through the Fyxes app or by emailing hello@fyxes.com.au within 48 hours of the booking end time. Include a description of the issue and, where possible, photos. Reports made after 48 hours may not be eligible for a refund or re-clean.

3.2 How we resolve issues

After you report an issue, we will review the booking details, photos, and Cleaner's response, and work with both parties to find a fair outcome. Depending on the issue, this may include:

• A re-clean — the Cleaner (or another Cleaner) returns to complete or redo the work at no additional cost
• A partial refund — if part of the scope was not completed or did not meet reasonable quality standards
• A full refund — if the clean was not performed or was materially below the agreed scope
• A credit toward a future booking — applied to your Fyxes account

The outcome is decided at Fyxes' reasonable discretion based on the evidence provided by both parties. Your rights under this section are in addition to, and do not limit, any rights you have under the Australian Consumer Law (see section 8).

3.3 Out-of-scope items

Refunds are not available for work that was not part of the booked scope. For example, if you booked a standard clean and expected an oven clean, the oven clean is not covered unless it was selected as an add-on. Please review your booking scope before confirming.

4. Damage and loss

Cleaners are independent contractors and are expected to hold their own public liability insurance. If you believe the Cleaner has caused accidental damage or loss during a booking, report it through the Fyxes app or by email within 48 hours of the booking end time. Include photos, a description, and any receipts or evidence of value.

Damage claims are resolved between you and the Cleaner directly. Fyxes will facilitate communication and share relevant booking information with both parties, but Fyxes is not the insurer and is not liable for damage or loss caused by a Cleaner. Pre-existing damage, wear and tear, and items not reported within 48 hours are not eligible.

5. Recurring bookings

For weekly, fortnightly, or monthly recurring bookings, the cancellation windows above apply to each individual booking. You can pause or cancel the recurring schedule at any time through the Fyxes app. Recurring discounts that have already been applied to past bookings are not recoverable if you cancel the series.

6. Surcharges and discounts

Same-day and next-day surcharges, and recurring discounts, are calculated at the time of booking and shown to you before payment. Refunds are calculated from the final amount you paid, including any surcharges or discounts.

7. Chargebacks

Please contact us first before raising a chargeback with your bank — in most cases we can resolve the issue faster directly. If a chargeback is raised, we reserve the right to suspend your account while the dispute is investigated and to provide Stripe with evidence of the booking, communications, and delivery of the service.

8. Your Australian Consumer Law rights

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL). Under the ACL, services come with guarantees that cannot be excluded — including that they will be provided with due care and skill, be reasonably fit for any purpose you made known, and supplied within a reasonable time.

If there is a major failure in the service, you are entitled to cancel and receive a refund, or to compensation for any reasonably foreseeable loss or damage. If there is a minor failure, you are entitled to have it remedied within a reasonable time — and if it isn't, you may seek a refund or have the service performed again.

If you believe your ACL rights have been breached and Fyxes does not resolve your complaint, you may contact:

• Consumer Affairs Victoria — consumer.vic.gov.au
• Australian Competition and Consumer Commission (ACCC) — accc.gov.au

9. Changes to this policy

We may update this policy from time to time. When we make material changes, we will update the "Last updated" date above and, where appropriate, notify you by email or through the app. The policy that applies to a booking is the one in effect at the time the booking was made.

10. Contact us

If you have questions or want to request a refund or re-clean, contact us at hello@fyxes.com.au.