Effective date: 1 February 2025.
1. The re-clean guarantee
If you're not satisfied with the standard of work, tell us within 24 hours of the visit. We will send a crew (at our cost) within 48 hours to put right the parts of the job that fell short. There is no charge for a re-clean called within the agreed window.
2. When a refund is appropriate
If the re-clean visit also fails to resolve the issue to a reasonable standard, you can request a refund. Refunds are issued for the portion of the work that was below standard — not necessarily the entire invoice. A residential re-clean failure on the bathroom alone, for example, would refund the bathroom proportion of the booking.
3. How to raise a refund request
Email [email protected] within seven days of the original visit. Include the invoice number, photos of the issue, and a brief description of what was missed. We acknowledge within one business day and aim to resolve within seven days.
4. Method & timing of refunds
Approved refunds are processed back to the same payment method used for the original booking, within fourteen days of approval. FPX and bank transfer refunds typically clear within three working days once we initiate them.
5. Cancellations
Cancellations made more than 24 hours before the scheduled start are fully refunded if pre-paid. Inside 24 hours, a 30% retention applies (see Terms & Conditions section 4). No-shows are non-refundable.
6. What is not covered
Refunds are not granted for: unrealistic expectations that fall outside the scope of work agreed at booking; pre-existing damage or wear; furniture or fittings deliberately excluded from the scope; or third-party services (e.g., pest control referred to a partner) — those follow the partner's own refund terms.
7. Escalation
If we can't reach an agreement, you may raise the matter with the Tribunal for Consumer Claims Malaysia, in accordance with the Consumer Protection Act 1999. We will cooperate fully with any tribunal process.
8. Contact
For all refund matters: [email protected] · +60 3-2789 4521.