Refund And Cancellation Policy
Have a read through our Refund And Cancellation Policy for House Cleaning Services or contact our friendly Customer Service for help!
1. Definitions and Interpretation
Booked Services
Cleaning services that the Customer has requested
Booking Request
Reservation made by a Customer on the Website or via Whatsapp for the Booked Service which are to be carried out at the Booked Service Location according to the Scheduled Booking Time
Scheduled Booking Time
Time and date that Booked Sevices are to be undertaken by the Cleaning Service Provider in accordance with the Booking Request
Booked Service Location
Address where the Booked Services are to be carried out as identified in the Booking Request
Cleaning Service Provider
Individual that will be providing the Booked Services
Customer
Individual that has made the Booking Request
2. Rescheduling, Cancellation and Amendments by The Customer
2.1
The Customer shall be permitted to reschedule, cancel or amend a Booking Request by contacting our Customer Service at 018-3788035 (Whatsapp only), free of charge, if done at least 24 hours before the Scheduled Booking Time.
2.2
If the Customer reschedule, cancel or amend a Booking Request within 24 hour of the Scheduled Booking Time, the Customer agrees to be penalized RM30. The Customer is required to pay the RM30 shortfall to proceed with the rescheduling or amendments. If the Customer wishes to cancel, IdealClean will refund the payment after deducting the penalty.
2.3
If the Customer faces an emergency that prevents proceeding with the Booked Service within 24 hours of the Scheduled Booking Time, the Customer shall be permitted to reschedule, cancel or amend free of charge. However, the Customer must provide IdealClean with proof (e.g., document, picture, etc.) to support the reason for the emergency. Failure to provide proof will result in a RM30 penalty. To avoid being penalized, any emergency must be reported to IdealClean within 12 hours after the Customer becomes aware of the emergency.
2.4
The decision regarding the penalty is solely at IdealClean’s discretion.
2.5
The Customer agrees that rescheduling or amendments are subject to availability.
2.6
If the Customer or their representative is not present at the Booked Service Location within the Scheduled Booking Time, the Booking Request will be considered completed, and no refund requests will be entertained.
2.7
All eligible refund amounts will be refunded directly to the Customer’s bank account within 24 hours.
3. Cancellation of Booked Services by the Cleaning Service Provider
3.1
In the event that the Cleaning Service Provider is unable to attend to a Booking Request at the scheduled time, the Customer may choose to reschedule or request a refund within 24 hours after the Scheduled Booking Time by contacting our Customer Service via WhatsApp at 018-3788035.
Version 3.0
Updated On: 19/August/2024