Cleaning is a service, so a "return" for us means putting things right when a visit falls short. This page sets out exactly how that works with FreshHaven Cleaning Sdn. Bhd. — no fine print, no run-around.
Step 1 — The Free Re-Clean
If any area within the agreed scope of work was not cleaned to standard, tell us within 24 hours of the visit (photos help, but are not required). We will schedule a team to return and re-clean the affected areas free of charge, normally within 48 hours. The re-clean is always our first remedy, because in almost every case it fully resolves the issue.
Step 2 — Service Credit
If a re-clean is not practical — for example, you are travelling, or the same issue occurs a second time — we will offer a credit against your next visit. Credits are typically 20–50% of the visit price depending on how much of the scope was affected, and never expire.
Step 3 — Refund
A monetary refund is issued when neither a re-clean nor a credit reasonably fixes the situation, including when:
- we cancelled your visit and could not offer an acceptable replacement slot;
- a re-clean was attempted and the agreed scope was still not met;
- you were charged in error or charged twice.
Approved refunds are returned to the original payment method within 10 business days. Bank transfer refunds within Malaysia usually arrive sooner.
What Is Not Covered
Refunds and re-cleans do not cover conditions cleaning cannot change — permanent staining, mould damage inside silicone, scratches or discolouration that pre-date our visit — nor work that was expressly excluded from the quote. Where we see such conditions during a visit, we photograph and flag them to you the same day.
Deposits for Large Jobs
Post-renovation and move-out jobs above RM 800 may require a 30% deposit. The deposit is fully refundable if you cancel more than 24 hours before the appointment, and is otherwise applied to the final invoice.
How to Make a Claim
Email [email protected] or call +60 3-2935 7448 with your booking date and address. Claims are acknowledged within one business day, and you will always know who is handling yours.