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Return & Refund Policy

Our commitment to your satisfaction

Last updated: January 2026

1. Service Satisfaction Guarantee

At Namengwe, we take immense pride in the quality of our fabric care, rug cleaning and leather treatment services. We are committed to delivering results that meet or exceed your expectations. If you are not completely satisfied with the outcome of any service we have performed, we want to know about it so we can make it right.

Our satisfaction guarantee applies to all residential and commercial cleaning and protection services provided by our technicians. If you believe the results do not meet the standard we discussed during the initial assessment, please contact us within seven (7) days of service completion.

2. Re-Treatment Option

In most cases, our first step will be to offer a complimentary re-treatment of the affected area or item. Our technicians will return to your premises at a mutually convenient time to reassess the situation and perform additional cleaning or treatment at no extra charge. This re-treatment is subject to the following conditions:

  • The request is made within seven (7) days of the original service date.
  • The item has not been treated by another cleaning provider since our service.
  • The concern relates to the quality of our cleaning, not to pre-existing damage or conditions that were disclosed during the initial inspection.
  • The item has not been subjected to new soiling, staining or damage after our service.

3. Refund Eligibility

We understand that re-treatment may not always be the preferred resolution. A refund may be considered in the following circumstances:

  • Service not performed: If we were unable to perform the agreed service due to circumstances within our control, you are entitled to a full refund of any amount paid.
  • Significant service failure: If the service delivered falls significantly short of what was agreed and a re-treatment cannot reasonably resolve the issue, a partial or full refund may be offered at our discretion.
  • Cancellation before service: If you cancel a booking more than 24 hours before the scheduled appointment, any deposit paid will be refunded in full. Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee as outlined in our Terms & Conditions.
  • Overpayment: If you have been charged more than the quoted or agreed amount due to an administrative error, the excess will be refunded promptly.

4. How to Request a Refund

To request a refund or raise a concern about the quality of our service, please contact us using one of the following methods:

When contacting us, please provide:

  • Your full name and contact details.
  • The date the service was performed.
  • A description of the issue or reason for the refund request.
  • Photographs of the affected item, if applicable.

5. Timeframes

  • Refund requests must be submitted within thirty (30) days of the service date.
  • We will acknowledge your request within two (2) business days.
  • We aim to resolve all refund requests within fourteen (14) business days of receipt.
  • Approved refunds will be processed to the original payment method within five (5) to ten (10) business days.

6. Exclusions

Refunds will generally not be provided in the following situations:

  • The outcome falls within the range of expected results as discussed during the initial assessment (for example, certain old or set-in stains may not be fully removable, and this will be communicated beforehand).
  • Damage or discolouration was pre-existing and documented in our condition report prior to cleaning.
  • The client provided specific instructions that our technicians followed, and the outcome is a direct result of those instructions.
  • The client failed to attend or provide access for a confirmed appointment without prior notice.
  • The request is made more than thirty (30) days after the service date.

7. Australian Consumer Law

Nothing in this policy is intended to limit or exclude any rights you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If our services fail to meet a consumer guarantee, you are entitled to a remedy regardless of this policy. For more information about your consumer rights, visit the Australian Competition and Consumer Commission website.

8. Contact Us

If you have any questions about this Return & Refund Policy or wish to discuss a concern, please do not hesitate to contact us: