Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At CleanServ Malaysia Professional Cleaning ("CleanServ Malaysia," "we," "our," or "us"), we are committed to providing exceptional cleaning services and ensuring customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued and the procedures for requesting refunds.

1. Our Satisfaction Guarantee

We stand behind the quality of our work and offer a 100% satisfaction guarantee on all cleaning services. If you are not completely satisfied with our service, we will work diligently to make it right.

Our satisfaction guarantee means:

• We will address any legitimate concerns about our service quality
• We will return to re-clean any areas that did not meet our standards
• We are committed to resolving issues promptly and professionally
• Your satisfaction is our priority

2. Eligibility for Refunds

2.1 Service Not Performed

You are eligible for a full refund if:

• We fail to show up for a confirmed appointment without prior notice
• We cancel your service and cannot reschedule within a reasonable timeframe
• We are unable to complete the service due to our fault or negligence
• Payment was processed in error

2.2 Unsatisfactory Service

If you are dissatisfied with the quality of our service, you must:

• Notify us within 24 hours of service completion
• Provide specific details about the areas of concern
• Allow us the opportunity to return and address the issues
• Provide photographic evidence if applicable

In cases of unsatisfactory service, we will first attempt to rectify the situation by:

• Returning to re-clean the affected areas at no additional charge
• Providing additional service to meet your expectations
• Addressing specific concerns with appropriate solutions

If we are unable to resolve the issue to your satisfaction after making reasonable attempts, we may issue a partial or full refund depending on the circumstances.

2.3 Damage to Property

If our service causes damage to your property:

• Notify us immediately or within 24 hours
• Provide photographic evidence of the damage
• Allow us to inspect the damage
• File a formal claim with detailed information

We will investigate the claim and, if our negligence is established, we will either:

• Repair or replace the damaged item(s)
• Compensate you for the actual value of the damage
• Process a refund for the service cost

3. Non-Refundable Situations

Refunds will NOT be issued in the following circumstances:

3.1 Client-Related Issues

• Failure to provide access to the property at the scheduled time
• Inaccurate or misleading information provided about property size or condition
• Requests for services outside the agreed scope after service completion
• Changes of mind after service has been completed
• Unrealistic expectations not communicated prior to service
• Pre-existing damage or conditions disclosed before service

3.2 Cancellations

• Cancellations made less than 24 hours before scheduled service
• No-show or last-minute cancellations without valid reason
• Repeated cancellations or rescheduling

3.3 Service Limitations

• Results on surfaces damaged prior to our service
• Inability to remove permanent stains clearly identified before service
• Normal re-soiling after service completion
• Results that were clearly communicated as uncertain before service

3.4 Late Notification

• Complaints made more than 24 hours after service completion
• Claims without supporting evidence or documentation
• Issues that we were not given the opportunity to rectify

4. Refund Request Process

Step 1: Contact Us Immediately

If you believe you are entitled to a refund, contact us as soon as possible (within 24 hours of service completion):

• Phone: +359397099983
• Email: refunds@cleanservmy.com
• Online: Through our website contact form

Step 2: Provide Detailed Information

When requesting a refund, please provide:

• Your booking reference number or confirmation details
• Date and time of service
• Specific details of the issue or concern
• Photographic evidence (if applicable)
• Your preferred resolution (re-clean or refund)

Step 3: Allow Investigation

We will:

• Acknowledge receipt of your refund request within 24 hours
• Review your case and gather relevant information
• Contact you to discuss the situation
• May request an inspection of the property if necessary
• Provide a resolution within 5-7 business days

Step 4: Resolution

Based on our investigation, we will:

• Offer to return and re-clean at no charge, OR
• Issue a partial refund if appropriate, OR
• Issue a full refund if warranted, OR
• Explain why a refund is not applicable

5. Refund Amounts and Timelines

5.1 Refund Amounts

Situation	Refund Amount
Service not performed (our fault)	100% full refund
Significant quality issues (after re-clean attempt)	50-100% based on severity
Minor quality issues (after re-clean attempt)	25-50% based on impact
Cancellation by company	100% full refund
Cancellation by client (24-48 hours notice)	50% refund of deposit
Cancellation by client (less than 24 hours)	No refund

5.2 Refund Processing Time

Once a refund is approved:

• Cash payments: Refund issued within 5 business days
• Bank transfers: Refund processed within 5-7 business days
• Credit/debit cards: Refund processed within 7-10 business days (subject to bank processing times)

Please note that the time for the refund to appear in your account may vary depending on your financial institution's processing times.

6. Partial Refunds

Partial refunds may be issued when:

• Only certain areas of the service were unsatisfactory
• The issue represents a portion of the total service provided
• We made reasonable attempts to rectify but couldn't fully resolve the issue
• The service was partially completed due to unforeseen circumstances

The partial refund amount will be proportional to the affected portion of the service and determined on a case-by-case basis.

7. Recurring Service Contracts

7.1 Contract Cancellation

For clients with recurring service contracts:

• You may cancel your contract with 30 days written notice
• No refund will be issued for services already completed
• Prepaid services for future dates will be refunded in full
• Cancellation fees may apply as specified in your service agreement

7.2 Contract Modifications

If you wish to reduce the frequency or scope of recurring services:

• Provide at least 14 days notice
• Pricing adjustments will apply to future services only
• No retroactive refunds for completed services

8. Special Promotions and Discounts

For services booked using promotional codes, special offers, or discounts:

• Refunds will be based on the actual amount paid, not the original price
• Promotional credits or vouchers are non-refundable
• Special offer terms and conditions apply
• Package deals may have specific refund restrictions

9. Gift Certificates and Vouchers

For services purchased as gift certificates or vouchers:

• Unused gift certificates may be refunded within 30 days of purchase
• Partially used gift certificates are not eligible for refund
• Gift certificates have expiration dates as specified at time of purchase
• Expired gift certificates cannot be refunded or redeemed

10. Emergency Situations and Force Majeure

In cases of emergencies or circumstances beyond our control (natural disasters, pandemics, government restrictions, etc.):

• We will work with you to reschedule services
• Full refunds will be issued if rescheduling is not possible
• No cancellation fees will apply
• Reasonable accommodations will be made for all affected clients

11. Dispute Resolution

If you disagree with our refund decision:

Step 1: Internal Appeal

• Request a review by our customer service manager
• Provide any additional evidence or information
• We will conduct a thorough review within 7 business days

Step 2: Mediation

• If the internal appeal is unsuccessful, we encourage mediation
• Both parties agree to negotiate in good faith
• Mediation costs may be shared between parties

Step 3: Legal Action

• As a last resort, disputes may be resolved through legal channels
• Governed by the laws of Malaysia
• Subject to the jurisdiction of Malaysian courts

12. Fraudulent Claims

We take fraudulent refund claims seriously. If we determine that a refund request is fraudulent or made in bad faith:

• The refund request will be denied
• Your account may be suspended or terminated
• Future service requests may be refused
• We reserve the right to take legal action if appropriate

13. Exceptions and Special Circumstances

CleanServ Malaysia reserves the right to make exceptions to this Refund Policy on a case-by-case basis when:

• Extraordinary circumstances warrant special consideration
• Goodwill gestures are appropriate for long-term client relationships
• Unique situations arise that are not covered by this policy

Any exceptions will be made at our sole discretion and do not set precedent for future cases.

14. Policy Updates

We may update this Refund Policy from time to time to reflect changes in our business practices or legal requirements. Updates will:

• Be posted on our website with a new "Last Updated" date
• Apply to services booked after the update date
• Not affect services already contracted under previous policy terms

We encourage you to review this policy periodically when booking our services.

15. Contact Information for Refunds

16. Final Notes

This Refund Policy is part of our commitment to transparency and customer satisfaction. We believe that:

• Clear policies benefit both our clients and our business
• Fair refund practices build trust and long-term relationships
• Open communication prevents misunderstandings
• Customer satisfaction is worth the investment

While we strive to avoid situations requiring refunds by delivering excellent service every time, we recognize that issues may occasionally arise. When they do, we are committed to resolving them fairly and professionally.

By booking our services, you acknowledge that you have read, understood, and agree to this Refund Policy. Thank you for choosing CleanServ Malaysia Professional Cleaning. We look forward to serving you and exceeding your expectations.