Cleaning is a service, so a "return" for us means putting the work right. This policy explains exactly what you can expect from TidyWorks Cleaning Sdn. Bhd. when a visit falls short, and when money comes back to you.
1. Step one: the free re-clean
If any part of the agreed checklist wasn't completed to standard, contact us within 24 hours of the visit — photos help but aren't required. We will schedule a re-clean of the affected areas within 2 working days, at no cost and with no quibbling. The vast majority of concerns end here, resolved.
2. Partial refunds
Where a re-clean is impractical — you're travelling, the property is handed over, or the same area has already been re-cleaned once — we refund the portion of the price attributable to the unsatisfactory part of the job. The percentage is agreed with you by reference to the checklist items affected.
3. Full refunds
You receive 100% of your payment back if: the crew did not attend and no reasonable alternative slot suited you; the service delivered was fundamentally different from what was booked; or a re-clean under clause 1 still failed to meet the standard. Full refunds are approved by a manager and confirmed to you in writing.
4. Deposits and cancellations
Deposits on commercial contracts and large one-off projects are refundable in full when you cancel more than 24 hours before the start time. For late cancellations the retained amount follows clause 3 of our Terms & Conditions.
5. How refunds are paid
Refunds go back by the method you paid — bank transfer, e-wallet or card reversal — within 7 working days of approval. If a card reversal is impossible (for example, an expired card), we arrange a bank transfer instead.
6. Raising a concern
Email [email protected] with your booking date and address, or call +60 3-2148 7360 during office hours (Mon–Sat, 8:00 am – 7:00 pm). Every concern is acknowledged within one working day and tracked to a written resolution. If you remain unhappy, you may refer the matter to the Tribunal for Consumer Claims Malaysia; nothing in this policy limits your statutory rights under the Consumer Protection Act 1999.