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Refund & Cancellation Policy

Last updated: 25th Nov 2025

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At Stellaxis Exterior Services (“we”, “us”, “our”), we aim to provide reliable and high-quality pressure washing and drone exterior cleaning services across NSW. This Refund & Cancellation Policy outlines your rights under the Australian Consumer Law (ACL) and our service-specific terms.

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1. Change of Mind

We do not offer refunds for change of mind once a service has been booked, except where required by Australian law.

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2. Cancellations by Customer

Standard Pressure Washing & Ground Services

  • Cancellations made 48 hours or more before the scheduled service: No fee.

  • Cancellations made within 48 hours of service: $80 cancellation fee.

  • Cancellations made on the day of service: Minimum call-out fee of $120 applies.

Drone Cleaning Services

Drone operations require flight planning, CASA compliance checks, and weather assessment.

  • Cancellations 72+ hours before booking: No fee.

  • Cancellations within 72 hours: $150 cancellation fee.

  • Cancellations on the day: $250 drone mobilisation fee applies.

 

3. Booking Reschedule

  • You may reschedule once at no charge if notice is given 48+ hours before the appointment.

  • Additional changes or reschedules inside 48 hours may incur a service fee.

 

4. Service Not Completed Due to Safety or Access

If we cannot safely access the worksite due to:

  • locked gates

  • unsafe surfaces

  • unsecured pets

  • obstructed areas

  • excessive height or obstructed airspace

  • weather (wind/rain) impacting drone operations

  • CASA restrictions on the day

then:

Pressure washing:

A $120 call-out fee applies.

Drone operations:

A $250 drone mobilisation fee applies.

 

5. Refunds for Poor Workmanship

Under Australian Consumer Law, you are entitled to:

  • re-performance of service at no extra charge, or

  • a refund only if the service is not performed with due care and skill.

We do not refund if:

  • dirt, stains, mould, oxidation, or calcium cannot be removed even after best-practice cleaning

  • surfaces have pre-existing damage

  • results vary due to material type or weather

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6. Deposits

Certain large jobs or commercial projects may require a 20–50% deposit.
Deposits are non-refundable once the job is confirmed, except where required by law.

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7. Weather Impacts

Drone cleaning and some pressure washing services depend on weather.

If we postpone due to weather:

  • You receive a free reschedule

  • No cancellation fees apply

 

8. Contact

For refund or cancellation enquiries:
📧 info@stellaxis.com.au
📞 0493 001 383

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