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Terms & Conditions

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1. CARPET & UPHOLSTERY CLEANING SERVICES

1. All carpet/upholstery cleaning orders are subject to RM160.00 minimum call out charge.
2. CleanHero reserves the right to amend the initial quotation should the client’s original requirements change.
3. Differences over 10% of the initially agreed price will be discussed with the client before the start of the work.
4. If the client has a dog, cat or other hairy animal hair slowing down the cleaning process an additional 30% extra charge will be added to the service price.
5. Any extra charges like parking, toll cost and extra mileage (above 20km) will be added to the client’s invoice unless a different agreement was made.
6. If the client premises are above the ground floor of a building with no lift additional charge of RM20.00 minimum will apply.
7. CleanHero reserves the right not to continue with the job if, on inspection, it is found that the material to be cleaned or treated is not suitable for cleaning or treatment. CleanHero also will not continue with the job if for example water or power is not available or if there is interference in the work from the client or any other person.

2. PAYMENTS

1. Full Payment is requested on completion on the day of the cleaning session.
2. Payment can be made in cash upon completion of the service.
3. Payment can be made with card upon completion of the service.
4. Payment can be made with an online banking transaction upon completion of the service. 
5. Payment can be made by cheque payable to Cleanhero (M) Sdn Bhd upon completion of the service. If paying by cheque, the client will be responsible for all bank and legal charges resulting from a dishonored cheque.
6. Payment must be made within 30 days of invoice upon completion of work. Client understands that any ‘late payments’ may be subject to additional charges. You agree as part of this contract to pay any sum which represents costs in collecting the unpaid amounts.
7. All payments must be made in Ringgit Malaysia.

3. COMPLAINTS AND CLAIMS

1. Client accepts and understands that poor service must be justified and reported within 24 hours from the service date. Failure to do so will entitle the customer to no refunds or recovery cleanings.
2. CleanHero requires the presence of the client or his/her representative in the beginning and at the end of the cleaning session so an inspection can be carried out. If the client is not completely satisfied with the cleaning services during the end inspection, or justified and reported within 24 hours from the service date, CleanHero will re-clean any areas and item/s subject to personnel and schedule availability.
3. CleanHero may take up to 5 working days to respond to a complaint.
4. CleanHero will not accept a complaint filed more than 24-hour after the cleaning session.
5. Complaints are accepted in writing (letter, e-mail) or call. Complaints must be reported on completion or in the following 24-hour.
6. All fragile and highly breakable items must be secured or removed. CleanHero will not be held liable if any losses be reported during our visit.
7. CleanHero does not do restoration work to the material, therefore restoration of colors are NOT GUARANTEED. The client should appreciate that carpets or upholstery often will not have a consistent appearance after cleaning because of differences in wear and tear. Sunlight will sometimes cause fading in areas of the carpet and cleaning can not rectify this. Stains are not always visible before dirt is removed and it may not be possible to remove those stains completely. CleanHero operators will use its best efforts to provide a good result but clients are asked to be aware of these limitations which are common to all cleaning operations. Cleaning results may vary from one client to the other depending on the aforementioned influencing factors.
8. In case of damage, CleanHero will try to repair the item/s if it agrees that it caused the damage. If the item/s cannot be repaired CleanHero will rectify the problem through its insurance company by crediting the client with the item/s if it is proven to be by our personnel.
9. CleanHero reserves the right not to be responsible for: delay for a cleaning visit due to a traffic congestion, postponed service due to broken equipment, job not completed due to lack of water or power and suitable cleaning materials and/or equipment in full working order provided by the client, third party entering or present at client’s premises obstructing the cleaning process.

4. CLIENT SATISFACTION

1. Client understands that he/she is not entitled to any refunds.
2. If the client is not satisfied with the cleaning service provided and a complaint has been placed in the stated 24 hours after the job has been completed, CleanHero reserves the right to re-clean any areas and items to client’s satisfaction. Therefore the client must allow the and he/she should be at present at all times during the re-clean visit.
3. CleanHero reserves the right not to perform more than one wash.

5. CANCELLATION

1. The Customer reserves the right to cancel the scheduled cleaning work within 24 hours prior to the agreed cleaning time.
2. Customers agree that cancellation of laundry within 72 hours allows the deposit to be 100% refundable.
3. The customer agrees to cancel the deposit if he cancels or changes the date/time within 24 hours of the scheduled time.
4. Customers agree to withdraw the deposit in the event of a CleanHero operator case being prohibited from entering the premises; no person on the premises to permit the operator to perform the task; there is no water or power in the customer’s premises (scheduled interruption) or there is a problem with the customer key. If there is a locked door, the door should be opened without any hard and forceful action or skill.
5. Customers agree that CleanHero reserves the right not to perform the cleanup if it does not appear within 30 minutes of the agreed time. This is because of our tight schedule. Rescheduling is subject to new booking process (with new deposit)

6. AFTER CANCELLATION OF THE CLEANING SERVICE

These terms and conditions shall be governed by the relevant Malaysia law, and by agreeing to be bound by them the customer agrees to submit to the exclusive jurisdiction of the relevant courts of Malaysia. CleanHero services reserves the right to make any changes to any part of these terms and conditions without giving any prior notice.