Terms & Conditions

Effective Date: January 1, 2025

Last Updated: January 1, 2025

Welcome to CleanServ Malaysia Professional Cleaning ("CleanServ Malaysia," "we," "our," or "us"). These Terms and Conditions ("Terms") govern your use of our website cleanservmy.com and the professional cleaning services we provide.

1. Agreement to Terms

By accessing our website, booking our services, or otherwise engaging with CleanServ Malaysia, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions, as well as our Privacy Policy and Refund Policy. These Terms constitute a legally binding agreement between you and CleanServ Malaysia.

We reserve the right to modify, amend, or update these Terms at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Your continued use of our services after such changes constitutes your acceptance of the modified Terms.

2. Company Information

CleanServ Malaysia Professional Cleaning is a registered business operating in Malaysia:

• Business Name: CleanServ Malaysia Professional Cleaning
• Registration Number: 13518024
• Address: 751D Bernhard Dale, Balistrerichester, ACT 2605, Malaysia
• Phone: +359397099983
• Website: https://cleanservmy.com

3. Services Provided

CleanServ Malaysia provides professional cleaning services for residential and commercial properties throughout Malaysia, including but not limited to:

• Home cleaning services (regular and one-time)
• Office cleaning services
• Deep cleaning services
• Move-in/move-out cleaning
• Specialized cleaning services as advertised

All services are subject to availability and must be booked in advance. We reserve the right to refuse service or cancel bookings at our discretion, particularly in cases where:

• Safety concerns exist for our staff
• Property conditions are unsuitable for cleaning
• Previous payment issues or policy violations have occurred
• The client has provided false or misleading information

4. Booking and Scheduling

4.1 Booking Process

Services may be booked through:

• Our website contact form
• Phone call to our customer service
• Email communication
• Any other authorized booking channel

4.2 Confirmation

All bookings are subject to confirmation by CleanServ Malaysia. We will confirm your appointment via email or phone, providing details including:

• Scheduled date and time
• Services to be provided
• Total cost
• Any special instructions or requirements

4.3 Scheduling Changes

We will make every effort to accommodate your preferred schedule. However, circumstances may require rescheduling. We will notify you as soon as possible if changes are necessary and work with you to find an alternative time.

4.4 Access Requirements

You must ensure that our cleaning staff have appropriate access to the property at the scheduled time. This includes:

• Providing keys, access codes, or being present to grant entry
• Ensuring parking is available if required
• Providing clear access instructions for gated communities or secured buildings

5. Pricing and Payment

5.1 Pricing

Prices for our services are as quoted at the time of booking and are subject to change without notice. Quotes are based on:

• Size of the property
• Type and scope of services requested
• Current condition of the property
• Any special requirements or circumstances

5.2 Payment Terms

Payment is due upon completion of services unless otherwise agreed in writing. We accept the following payment methods:

• Cash
• Bank transfer
• Credit/debit cards (if applicable)
• Other approved payment methods

5.3 Additional Charges

Additional charges may apply if:

• Property condition is significantly worse than anticipated
• Additional services are requested during the appointment
• Special cleaning products or equipment are required
• Access is delayed or complicated beyond normal circumstances

We will inform you of any additional charges before proceeding with the work.

5.4 Late Payment

Late payment fees may be applied to overdue accounts. We reserve the right to suspend or terminate services for accounts with outstanding balances.

6. Cancellation and Rescheduling

6.1 Client Cancellations

If you need to cancel or reschedule your appointment, please notify us as soon as possible:

• More than 48 hours before scheduled service: No cancellation fee
• 24-48 hours before scheduled service: 50% cancellation fee may apply
• Less than 24 hours before scheduled service: Full service fee may be charged

6.2 Company Cancellations

We reserve the right to cancel or reschedule appointments due to:

• Staff illness or emergency
• Severe weather conditions
• Equipment failure
• Other unforeseen circumstances

In such cases, we will notify you as soon as possible and work to reschedule at your convenience.

7. Client Responsibilities

To ensure the best possible service, clients agree to:

7.1 Property Preparation

• Remove or secure valuable, fragile, or sentimental items
• Secure pets in a safe location away from cleaning areas
• Inform us of any areas requiring special attention or to be avoided
• Disclose any hazards, damages, or special circumstances
• Provide adequate lighting and utilities (water, electricity)

7.2 Accurate Information

• Provide accurate property details when booking
• Inform us of any changes to property conditions
• Disclose any health or safety concerns
• Provide correct contact information

7.3 Respectful Conduct

• Treat our staff with respect and courtesy
• Refrain from harassment or inappropriate behavior
• Follow our policies and procedures

8. Company Responsibilities and Limitations

8.1 Service Standards

We commit to:

• Providing professional, trained cleaning staff
• Using appropriate cleaning products and equipment
• Completing services in a timely manner
• Respecting your property and privacy
• Maintaining comprehensive insurance coverage

8.2 Limitations

Our services do not include:

• Moving heavy furniture or appliances
• Cleaning areas requiring specialized equipment or expertise
• Removing or disposing of hazardous materials
• Repairs or maintenance work
• Services explicitly excluded from your service agreement

8.3 Service Limitations

We cannot guarantee:

• Removal of certain stains that may be permanent
• Results on damaged or deteriorated surfaces
• Specific outcomes on antique or delicate items

9. Liability and Insurance

9.1 Our Insurance

CleanServ Malaysia maintains comprehensive liability insurance to protect against accidental damage to your property during cleaning services. Our staff are also covered by workers' compensation insurance.

9.2 Damage Claims

In the event of damage:

• Notify us immediately or within 24 hours of service completion
• Provide photographic evidence if possible
• Allow us to inspect the damage
• Do not repair or dispose of damaged items without our approval

Claims made more than 24 hours after service completion may not be accepted.

9.3 Limitation of Liability

Our liability is limited to:

• Direct damages caused by our negligence
• The actual value of damaged items (not sentimental value)
• A maximum amount as specified in our insurance policy

We are not liable for:

• Pre-existing damage or wear and tear
• Damage to items not properly secured as advised
• Consequential or indirect damages
• Loss or damage to items of exceptional value not previously disclosed
• Damage resulting from client's failure to follow our instructions

10. Satisfaction Guarantee

We stand behind our work with a satisfaction guarantee:

• If you are not satisfied with any aspect of our service, notify us within 24 hours
• We will return to address your concerns at no additional charge
• This guarantee applies to the original service only
• Normal wear and re-soiling are not covered

11. Health and Safety

11.1 COVID-19 and Health Protocols

We follow all applicable health and safety guidelines, including:

• Regular health monitoring of staff
• Use of personal protective equipment as appropriate
• Enhanced cleaning and disinfection protocols
• Compliance with government health regulations

11.2 Client Health Disclosure

Clients must inform us if anyone in the property:

• Has been diagnosed with or exposed to contagious diseases
• Is experiencing symptoms of infectious illness
• Is under quarantine or isolation orders

We reserve the right to postpone service if health and safety concerns exist.

12. Confidentiality and Privacy

We respect your privacy and maintain confidentiality regarding:

• Property access information
• Personal information and contact details
• Property layout and contents
• Any sensitive information observed during service

Our staff are trained in confidentiality and professional conduct. For detailed information on how we handle your personal data, please refer to our Privacy Policy.

13. Intellectual Property

All content on our website, including text, images, logos, graphics, and software, is the property of CleanServ Malaysia or its content suppliers and is protected by Malaysian and international copyright laws.

You may not:

• Reproduce, distribute, or display our content without written permission
• Use our trademarks, logos, or branding without authorization
• Create derivative works from our website content
• Use automated systems to access or collect information from our website

14. Dispute Resolution

14.1 Informal Resolution

In the event of any dispute or concern, we encourage you to contact us directly. We are committed to resolving issues amicably and will work in good faith to address your concerns.

14.2 Formal Complaints

If informal resolution is not successful, you may submit a formal written complaint to:

CleanServ Malaysia Professional Cleaning
751D Bernhard Dale, Balistrerichester, ACT 2605, Malaysia
Email: complaints@cleanservmy.com

14.3 Governing Law

These Terms are governed by the laws of Malaysia. Any legal disputes will be subject to the exclusive jurisdiction of the Malaysian courts.

15. Indemnification

You agree to indemnify and hold harmless CleanServ Malaysia, its employees, contractors, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your violation of these Terms
• Your violation of any rights of third parties
• Your misuse of our services
• Inaccurate or misleading information provided by you

16. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

17. Entire Agreement

These Terms, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and CleanServ Malaysia regarding the use of our services and supersede all prior agreements and understandings, whether written or oral.

18. Waiver

Our failure to enforce any provision of these Terms does not constitute a waiver of that provision or our right to enforce it in the future. Any waiver must be in writing and signed by an authorized representative of CleanServ Malaysia.

19. Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters
• Government actions or regulations
• War, terrorism, or civil unrest
• Pandemic or epidemic
• Strikes or labor disputes
• Utility failures

20. Contact Information

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. Thank you for choosing CleanServ Malaysia Professional Cleaning.