These terms apply to all cleaning services booked with FreshHaven Cleaning Sdn. Bhd. (Company Registration No. 202201034186 (1478256-P)) of 23-2, Jalan Solaris 3, Solaris Mont Kiara, 50480 Kuala Lumpur, Malaysia. By confirming a booking you accept them. They are governed by the laws of Malaysia.
1. Quotes and Bookings
Every quote is fixed and issued in writing (email, WhatsApp or SMS) before work begins. A quote is valid for 14 days. A booking is confirmed once you accept the quote and we confirm the date and time slot. If the property differs materially from what was described — for example, significantly larger floor area or a level of soiling not disclosed — we will discuss a revised quote before starting, never after.
2. Access and Preparation
Please ensure our team can enter the property at the agreed time, that water and electricity are available, and that valuables and fragile heirlooms are stored away. If access is not possible within 30 minutes of the agreed time, the visit may be treated as a late cancellation.
3. Rescheduling and Cancellation
You may reschedule or cancel any visit free of charge up to 24 hours before the appointment. Cancellations within 24 hours, or failed access on the day, incur a fee of 50% of the visit price. We apply the same standard to ourselves: if we cancel within 24 hours for reasons within our control, your next equivalent visit is free.
4. Our Guarantee
If any area covered by the agreed scope is not cleaned to standard, notify us within 24 hours of the visit and we will return to re-clean it at no cost. The guarantee covers workmanship; it does not cover pre-existing damage, permanent stains or wear that cleaning cannot reverse, which we will point out where we notice it.
5. Liability
We carry public liability insurance. Any claim for damage must be reported within 48 hours of the visit with photographs. Our liability is limited to the cost of repair or replacement of the damaged item, and we are not liable for indirect or consequential losses. Nothing in these terms limits liability that cannot be limited under Malaysian law.
6. Payment
Residential visits are payable on completion by bank transfer, DuitNow or card. Business clients on recurring contracts receive a monthly invoice payable within 14 days. Late invoices may attract a reminder fee after the second notice.
7. Staff
Our cleaners are employees of FreshHaven. You agree not to directly engage a cleaner introduced by us for private work within 12 months of their last visit; a placement fee of RM 2,000 applies otherwise.
8. Complaints
Concerns are handled by our office team at [email protected] or +60 3-2935 7448. We acknowledge complaints within one business day and aim to resolve them within five.