LILLI & VALE

Cancellation & Refund Policy

Effective Date: 1 July 2026  |  Last Updated: 19 July 2026

 

At Lilli & Vale, we understand that plans change — especially when you are navigating a difficult situation such as a bereavement, a tenant dispute, or a tight short-stay schedule. This policy sets out clearly what happens when a booking is cancelled or rescheduled, and what refunds apply.

We ask that you notify us as early as possible so we can manage our team's schedule fairly. In return, we commit to being reasonable and transparent in all circumstances.

 

1.  Deposits

A 50% deposit is required to confirm all bookings. This deposit secures your date and covers any planning, assessment, and preparation work carried out prior to the job commencing.

The deposit is refundable in full if you cancel with more than 48 hours notice. Partial or non-refundable situations are outlined below.

 

2.  Cancellation by the Client — At a Glance

 

Notice Given

Deposit

Balance

More than 48 hours

Full refund

No charge

24 – 48 hours

50% retained

No charge

Less than 24 hours

Non-refundable

No charge

Job in progress (work has begun)

Non-refundable

Pro-rata charge for work completed

 

All cancellations must be made by phone or email. Please contact us at [your phone number] or [your business email].

 

3.  Rescheduling

We are happy to reschedule your booking where possible. The following applies:

• Rescheduling with more than 48 hours notice: no fee, your deposit carries over to the new date

• Rescheduling with 24–48 hours notice: a rescheduling fee of $[X] applies to cover administration and team reallocation costs

• Rescheduling with less than 24 hours notice: treated as a late cancellation — deposit is non-refundable, though we will do our best to accommodate a new booking at the next available date

We will always try to find a solution that works for you. Please reach out as soon as you know your plans have changed.

 

4.  Service-Specific Conditions

 

Short Stay Property Clients

For hosts with ongoing or recurring booking arrangements, we require a minimum of 4 hours notice to cancel or change a scheduled turnaround clean. Cancellations with less than 4 hours notice may incur a call-out fee of $[X] to cover the cost of mobilising our team.

Where a guest checkout is delayed or a booking is cancelled by the guest, please notify us as soon as possible. We will work with you to reschedule or adjust accordingly, and we will not penalise you for circumstances outside your control.

 

Estate Clearance Clients

We understand that estate matters can be delayed by probate, family circumstances, or legal processes. If your clearance needs to be postponed, please contact us as early as possible. We will hold your booking without penalty for up to [X] days where circumstances genuinely require it. Beyond that period, a new deposit may be required to secure a future date.

If a clearance is cancelled after a site assessment has been conducted, a $[X] assessment fee may be charged to cover the cost of the visit, even if no deposit was taken.

 

End of Lease & Abandoned Property Clients

Given the time-sensitive nature of end-of-lease situations, we prioritise these bookings and allocate resources accordingly. Late cancellations (less than 24 hours) are non-refundable. If legal proceedings or tribunal matters cause a delay, we will work with you to reschedule at no additional cost where notice is given promptly.

 

5.  Cancellation by Lilli & Vale

In the rare event that we need to cancel or reschedule a confirmed booking, we will:

• Notify you as soon as possible

• Offer the next available date at no additional cost

• Refund your deposit in full if we are unable to provide a suitable alternative date

We will not retain any deposit where Lilli & Vale initiates the cancellation.

 

6.  Refunds

Where a refund is due, it will be processed within 5–7 business days using the same payment method used for the original deposit. If a bank transfer was used, please ensure your account details are correct at the time of cancellation.

Refunds will not be issued for completed work or work partially completed at the time of cancellation. In those cases, a pro-rata charge for work already performed will apply, and any remaining balance will be refunded.

 

7.  Work Quality & Complaints

If you are dissatisfied with the standard of our work, please contact us within 48 hours of service completion. We take all feedback seriously and will arrange a return visit to address any genuine shortcomings at no additional cost, provided the issue is brought to our attention promptly.

Refunds for completed work are not standard practice, but we will always seek a fair resolution. If you have a concern, please contact us directly before initiating any dispute through your bank or payment provider, as we would prefer to resolve issues directly and promptly.

 

8.  Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). If a service is not delivered with due care and skill, you may be entitled to a remedy under Australian Consumer Law regardless of this policy.

 

9.  Contact Us

To cancel, reschedule, or discuss your booking, please contact us as early as possible:

Phone: [your phone number]

Email: [your business email]

Hours: Monday – Friday 8:00am – 6:00pm | Saturday & Sunday by appointment

 

 

Lilli & Vale  |  www.lillivale.com  |  Newcastle, NSW  |  Effective 1 August 2026