The walk-through guarantee
At the end of every visit, the lead cleaner walks the property with you (or sends photo evidence if you are not present). Anything you point out as missed or unsatisfactory will be re-done on the spot, no charge, no debate.
The 24-hour re-clean
If you only spot an issue once we have left, contact us within 24 hours with photographs of the affected area. We will return at the next mutually convenient time within seven days to re-do the specific area. There is no charge for a re-clean.
When a refund applies
A partial or full refund (rather than a re-clean) is offered only in the following circumstances:
- If we cannot find a mutually agreeable time to re-clean within seven days.
- If a deep-clean or post-renovation booking was not delivered to the agreed checklist, and you have already moved on (for example, guests arriving, tenant moving in).
- If we cancelled your visit without rebooking within 14 days.
Refunds are processed by the same method as the original payment within 7 working days.
Damage claims
If something is damaged by our crew, please notify us within 48 hours with photographs. Our public liability cover handles repair or replacement up to RM 1,000,000 per incident. We will keep you updated through the claim and aim to resolve it within 30 days.
What is not covered
We cannot refund or re-clean for issues caused by:
- Subsequent occupants of the property after we left
- Conditions outside our quoted scope (for example, mould that requires a separate treatment we flagged but you declined)
- Damage to items that were pre-existing or undisclosed (cracked tiles, loose fixtures)
How to raise an issue
Email [email protected] or WhatsApp +60 12-867 3940. A supervisor responds within one business day and will agree the next step with you.