Refund Policy

Refund Policy

At KIM CLEANING ENTERPRISE (“we”, “our”, “us”), we are committed to providing high-quality, reliable cleaning services across Johor. Your satisfaction is important to us, and we aim to resolve concerns promptly and fairly.

This Refund Policy outlines the circumstances under which refunds or service re-performances may be provided.

1. Service-Based Business

As we provide on-site cleaning services, we do not offer traditional product refunds. However, we stand by the quality of our services and will address service-related concerns professionally.

2. Satisfaction Guarantee

If you are unsatisfied with the quality of the cleaning service provided, please notify us within 24 hours of service completion with clear details and photos (if applicable). We will assess the issue and, if valid, will offer:

  • A free re-clean of the specific area of concern, or
  • A partial refund if a re-clean is not feasible, at our discretion.

We do not provide full refunds for services already rendered unless there is a clear failure on our part to deliver the agreed service.

3. Eligibility for Refund or Re-Clean

Refunds or re-cleanings will only be considered if:

  • The issue is reported within 10 hours after service completion.
  • The property is in the same condition as when the service was performed (i.e., no further use or additional dirt introduced).
  • The dissatisfaction is due to a service deficiency on our part (missed areas, incomplete cleaning).
  • The customer has followed pre-service instructions (e.g., providing access, securing pets and valuables).

4. Non-Refundable Situations

Refunds or re-cleans will not be provided under these circumstances:

  • Service dissatisfaction reported beyond 10 hours after service completion.
  • Issues arising from conditions outside our control (e.g., permanent stains, damage from prior conditions).
  • Services that were completed in full with no valid deficiencies reported.
  • If access was not properly provided at the scheduled time, resulting in incomplete service.
  • If customer changes their mind after the service is performed.

5. Cancellations and Refunds

  • Cancellations made at least 24 hours before the scheduled appointment will receive a full refund of any advance payment.
  • Cancellations made less than 24 hours before the scheduled appointment may incur a cancellation fee, and any refund provided will deduct this fee to cover operational costs.

6. How to Request a Refund or Re-Clean

To request a refund or re-clean, please contact us with:

  • Your name and contact number.
  • Service date, time, and location.
  • Description of the issue, with supporting photos if applicable.

Contact:

Email: kimcleaning82@gmail.com
WhatsApp: +6011 2623 2181

We will review your request within 3 business days and communicate the resolution.

7. Refund Method

If a refund is approved:

  • Refunds will be processed using the original payment method where possible.
  • Processing times may vary depending on your payment provider but generally take 5–10 business days.

8. Changes to This Policy

We may update this Refund Policy from time to time. Updates will be posted on our website with the effective date above. Continued use of our services after updates constitutes acceptance of the revised policy.

Thank you for choosing KIM CLEANING ENTERPRISE. We value your trust and are committed to ensuring a positive service experience while maintaining fair and clear policies for our customers and team.