Return & Refund Policy

Cleaning is a service, not a parcel — it cannot be “returned”. What can be returned is your money or your time, and this page sets out exactly when each happens. It supplements our Terms & Conditions.

Step one: the free re-clean

If any part of a visit falls short, tell us within 24 hours of completion (photos help, but aren’t required). We will send a crew back — usually within 48 hours — to redo the disputed areas at no charge. In our experience this resolves the overwhelming majority of concerns, which is why it is always the first remedy offered.

When a refund applies

• Re-clean still unsatisfactory. If the returned crew cannot bring the disputed areas to standard, we refund the portion of the invoice relating to those areas, or the full visit where the shortfall affects the whole job.
• We cancel and cannot reschedule. If Mailkit cancels a visit and cannot offer a replacement slot within seven days, any prepayment for that visit is refunded in full.
• Duplicate or erroneous payment. Refunded in full once verified, no questions asked.

How refunds are paid

Approved refunds are returned by the original payment method within 10 working days — bank transfers are usually faster, card reversals depend on your issuer. We confirm every refund by email or WhatsApp when it is initiated so you have a record.

Prepaid plans and packages

Recurring-plan credits and multi-visit packages are refundable at any time for the unused balance, recalculated at the standard single-visit rate for visits already used (since plan pricing assumes the full series). Processing takes up to 10 working days from your written request to [email protected].

Gift bookings

Cleaning gift bookings are valid for six months from purchase. They are refundable to the purchaser (not the recipient) up to the point the service is scheduled. After a visit is booked, the standard cancellation windows in our Terms apply.

What is not refundable

• Visits cancelled by the client within 24 hours of the appointment (see Terms, section 3)
• Dissatisfaction reported later than 24 hours after completion, where we can no longer verify the condition
• Results limited by pre-existing damage or permanent staining that our crew flagged during the walkthrough

Talk to us first

Every case above has been resolved fastest when clients simply called. Reach us at +60 3-2779 4418 or [email protected] — a coordinator, not a bot, will pick it up.