Return & Refund Policy
Cleaning is a service, not a product — so there is no "return" in the literal sense. This policy explains how refunds, credits and our re-clean guarantee work in practice.
1. Re-clean first, refund second
Our default response when something on the agreed checklist is missed is to come back and fix it. Tell us within 24 hours of the visit, by email or WhatsApp, and we will schedule the re-clean within one business day. The re-clean is free of charge regardless of the cause.
2. When a refund applies
A partial or full refund applies only if all of the following are true:
- The visit demonstrably did not meet the agreed scope; and
- You have given us a reasonable opportunity to re-clean and we have either declined or failed to resolve it; and
- The complaint was raised in writing within 7 days of the visit.
3. How refunds are calculated
Refunds are issued in proportion to the scope shortfall. If, for example, the kitchen and bathrooms were missed on a four-room visit, the refund will reflect the cost of those two rooms. Travel, equipment and crew time spent on the actual work are not refunded.
4. Refund method and timing
Refunds are made to the original payment method where possible (FPX or card) within 14 business days of approval. Where that's not possible we issue a bank transfer to a nominated Malaysian account.
5. Credit notes
For recurring clients we typically offer a credit note against the following month's invoice rather than a cash refund — quicker for both parties. You can opt for a refund instead at any time.
6. Damage during a visit
Damage caused by our negligence is handled through our public liability insurance, separately from this refund policy. See section 7 of the Terms & Conditions for details.
7. Cancellation refunds
If you cancel a paid visit more than 48 hours before the scheduled start, a full refund is issued. Within 48 hours, a 50% retention applies. Within 12 hours, the visit is non-refundable. Recurring contract cancellations follow the 30-day notice rule in the Terms.
8. How to raise a refund or re-clean request
Email [email protected] with your visit date, address and a short description of the issue. Photos help us scope the fix. We acknowledge within one business day and respond with a decision within five.