At Craftwell Cleaning Services Sdn. Bhd., your satisfaction is the whole point. Because we provide a service rather than a physical product, this policy explains how we handle concerns, re-cleans and refunds.
Our satisfaction guarantee
If any area we have cleaned does not meet the standard set out in your booking, let us know within 24 hours of the visit. We will arrange to return and re-clean the affected area at no extra charge — this is the first and fastest way we put things right.
Requesting a re-clean
To request a re-clean, contact us with your booking details and a description (photos help) of the areas concerned. We will schedule a return visit at the earliest mutually convenient time, usually within a few working days.
When refunds apply
If a re-clean is not practical or does not resolve the issue, we may offer a partial or full refund for the affected portion of the service. Refunds are considered on a case-by-case basis and depend on:
- The concern being raised within 24 hours of the service.
- Our team being given a reasonable opportunity to re-clean first.
- The issue relating to work within the agreed scope of the booking.
What is not covered
Our guarantee does not extend to:
- Pre-existing damage, stains or wear that cannot be removed by cleaning.
- Areas or tasks specifically excluded from the agreed scope.
- Issues reported more than 24 hours after the visit.
- Situations where safe access to the property was not provided.
Cancellations
Bookings cancelled with at least 24 hours' notice are not charged. Late cancellations or lock-outs may incur a fee, as described in our Terms & Conditions.
How refunds are processed
Approved refunds are issued using the original payment method within 14 business days. We will keep you informed throughout the process.
Contact us
To raise a concern or request a refund, email [email protected] or call +60 3-2788 6540. We're here to make it right.