1. SERVICE SESSION
- All bookings are subject to a minimum charge of RM150.00.
- We require a 50% deposit to confirm the date for bookings above RM1,000.00, and for any job that involves us purchasing physical materials such as spare parts. We are unable to hold your appointment until the deposit is received.
- If your original requirements change, we may revise the quotation.
- If there is no lift at your location, an additional charge of RM40.00 per team applies for units on the 3rd to the 6th floor. We are unable to serve units above the 6th floor without lift access.
- We may decide not to go ahead with a job if, on inspection, the material is not suitable for cleaning or treatment. We may also stop if there is no water or power on site, if our team is obstructed, or if the area is not ready, for example furniture or items have not been moved. Lifting can be arranged in advance at an additional charge.
- Light moving is included in the service, for example shifting cushions or a small chair to reach the area being cleaned.
- Additional charges apply for heavy or extensive moving of furniture, for example large or bulky items, items that are heavy or awkward to handle, or a large number of items that add significant time to the session. We will move only what is needed for the cleaning work and what the team on site can reasonably manage. We will tell you the charge before we start and proceed only if you agree. The minimum charge is RM50.00 for every two team members needed.
- We do not move fragile, valuable or irreplaceable items, such as ornaments, glassware, artwork, antiques, electronics or documents. Please move these yourself before we arrive.
- An additional treatment charge of RM50.00 per spot applies for stains caused by urine, faeces, blood, mould or vomit.
- We may decline a booking at our discretion. We may also stop work and leave if our team is treated abusively or if the site is unsafe for them. In that case, the work completed up to that point remains chargeable.
2. PAYMENTS
- Payment is due on completion, on the day of the service, unless different terms were agreed before the booking. Where an official quotation states different payment terms, the quotation applies.
- Payment can be made in cash, or online by FPX, credit card or debit card, on completion of the service.
- Full payment remains due on completion. Payment cannot be withheld for minor imperfections. If you would like a touch up, please report it within the period set out in Section 3.
- Late payment may incur additional charges. You agree to pay any reasonable costs we incur in recovering unpaid amounts.
- All payments must be made in Ringgit Malaysia.
3. COMPLAINTS AND CLAIMS
- If you are not happy with our work, please tell us within the warranty period for that service:
- Cleaning services: within 24 hours of the service date
- Aircond services: within 30 days of the service date
- Pest control: any time during the contract period
- Please be present, or send someone on your behalf, at the start and the end of the session so the work can be checked together. If nobody is present at handover, the work is taken as accepted.
- If you report a problem within the warranty period, we will touch up or re-clean the affected areas or items at no charge, subject to our team and schedule availability. Our remedy is a touch up or re-service, not a refund.
- We will not re-clean the same item or area more than once.
- We may take up to 5 working days to reply to a complaint.
- Complaints can be made at https://cleanhero.com.my/support/.
- Please secure or move away anything fragile, valuable or easily broken before we arrive. As we ask for this in advance, we are not responsible for damage to, or loss of, these items.
- Before we start, please point out any existing damage, stains or defects, and tell us about any sensitive surfaces such as wood, glass or special materials. We may take before and after photos as a record. If these are not pointed out to us, we will use standard procedures and are unable to accept a claim for damage that results.
- What cleaning can and cannot do:
- Some stains are permanent and may not come out, even with a deep clean.
- Stains are not always visible until the dirt is removed, so we cannot always identify them beforehand.
- Cleaning removes dirt. It does not bring back colour that has already faded or worn away.
- Carpets and upholstery may not look even all over after cleaning, because different areas wear differently.
- Fading caused by sunlight cannot be reversed by cleaning.
- Post-renovation cleaning reduces the majority of construction dust and residue. It is not a guarantee of a completely dust free result.
- We focus on visible areas. Some small spots in corners or hard to reach places may still hold dirt.
- Results vary depending on the material, age and condition of the item.
- We are not responsible for:
- a late arrival caused by traffic,
- a postponed session caused by equipment breakdown,
- a job we cannot finish because there is no water or power on site,
- a job disturbed by other people at your premises.
- If our work is disrupted by other activities at your premises, for example ongoing renovation, the warranty may not apply and additional charges may apply.
Nothing in this section removes any rights you have under Malaysian consumer law.
4. LIMITATION OF LIABILITY
- If an item is damaged during a service and you report it within the warranty period set out in Section 3, we will first offer to re-clean or repair the item at no charge. This offer is made to resolve the matter and is not an admission of responsibility.
- If the item cannot be repaired or re-cleaned to a satisfactory standard, and we are found responsible, our liability for that item is limited to the lower of:
- the value of the item at the time of the service, taking into account its age, condition and normal wear and tear; or
- three times the cleaning charge paid for that item.
- We are not responsible for indirect losses, such as loss of income, loss of use, or sentimental value.
- Nothing in this section removes any rights you have under Malaysian consumer law. Nothing here limits our responsibility for death or personal injury caused by our negligence, or for fraud.
5. CANCELLATION
- You may cancel or reschedule at no charge if you tell us more than 24 hours before the agreed service time. Any deposit paid is refunded in full.
- If you cancel, or change the date or time, within 24 hours of the agreed time, the deposit is forfeited.
- The deposit is also forfeited if our team cannot start work because nobody is at the premises to let them in, there is no water or power, or there is a problem with the key or access.
- If you are not there within 30 minutes of the agreed time, we may cancel the session, as this affects other bookings scheduled that day. Rescheduling is treated as a new booking.
6. PHOTOS AND MARKETING
- We may take photos and videos of the work area before, during and after a service, both as a record and for training, marketing and promotion, including on our website and social media.
- We will not include anything that identifies you, such as your name, full address or unit number, and we will avoid capturing people, personal documents or valuables.
- If you prefer that we do not use photos of your property for marketing, tell us before the session begins, or at any time afterwards, and we will not use them or will remove them.
- Where photos are used for marketing, they remain our property and no fee is payable to you.
7. GENERAL
- These terms are governed by Malaysian law. Any dispute will be handled by the Malaysian courts.
- We may update these terms at any time without prior notice. The version published on our website is the one that applies.
- We are not liable for delay or failure to provide a service due to events beyond our reasonable control, including natural disasters, floods, fire, pandemics, government orders or restrictions, utility failures or civil disruption. Where this happens, we will reschedule the service, or refund any deposit paid for work not carried out.