Cancellation & Payment Policy

Ousie Pty Ltd ("Ousie") operates a platform connecting customers with independent cleaning service providers. This policy sets out the circumstances under which cancellations apply to bookings made through the Ousie platform.

This policy applies to all bookings made through the Ousie website and mobile application.

There is no booking fee charged by Ousie when you create or confirm a booking. You are only charged the agreed service amount once a cleaner has been assigned and the job is completed, or in the circumstances described in Section 3 below.

If a cleaner has already commenced the job and you choose to cancel, you will be required to pay the full booking amount as quoted at the time of booking. This applies regardless of how much of the service has been completed.

By confirming a booking, you acknowledge and agree that once a cleaner has started the service, the full booking amount is payable and non-refundable.

Ousie does not offer refunds for change of mind. Once payment has been processed for a completed or in-progress booking, all charges are final. This includes situations where:

• you no longer require the service after the cleaner has commenced
• you change your mind about the booking after the service has started
• you are dissatisfied for reasons unrelated to the quality or delivery of the service.

By using the Ousie platform and confirming a booking, you acknowledge and agree that all charges are non-refundable once payment has been made, except where the Australian Consumer Law provides otherwise (see Section 9).

You may cancel a confirmed booking at any time before the cleaner has commenced the job at no cost. Since there is no booking fee and payment is only collected upon completion, no charge will apply for cancellations made before the service begins.

If a service provider cancels a confirmed booking before commencing the job, no charge will apply to the customer.

Ousie will endeavour to find an alternative service provider where possible and with sufficient notice.

Repeated cancellations by a service provider may result in suspension or removal from the platform.

Payments on the Ousie platform are processed by Stripe. All payments are final once processed.

If you believe an incorrect amount has been charged, contact Ousie at [email protected] within 14 days of the charge. We will investigate and respond within 5 business days.

You can cancel a booking by:

• logging into your Ousie account and cancelling via the dashboard
• emailing [email protected] with your booking reference
• calling 0436 928 914 during business hours.

Please have your booking reference number ready when contacting us. Remember: if the cleaner has already started, the full booking amount will still be payable.

Under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)), services come with automatic consumer guarantees that cannot be excluded. These include that services must be:

• provided with due care and skill (s 60)
• reasonably fit for a particular purpose the consumer made known (s 61)
• supplied within a reasonable time when no time is fixed (s 62).

If a service fails to meet a consumer guarantee, you may be entitled to a remedy under the ACL. This may include having the service performed again at no cost, or compensation for the difference in value. For a major failure, you may be entitled to cancel the service and obtain a refund.

Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law. To the extent that any clause in this policy conflicts with the ACL, the ACL prevails.

However, the consumer guarantees do not provide a right to a refund simply because you changed your mind, no longer require the service, or are dissatisfied for reasons unrelated to the quality of service delivered.

If you believe a consumer guarantee has not been met, you may contact:

• Ousie directly at [email protected] or 0436 928 914
• The Australian Competition and Consumer Commission (ACCC) — www.accc.gov.au
• Your state or territory fair trading or consumer protection agency
• Your state or territory civil and administrative tribunal (e.g. QCAT, NCAT, VCAT).

For all cancellation and payment enquiries: