Muhaiyar

Return and Refund Policy

Last Updated: 1 January 2025

At Muhaiyar Facility Services Sdn. Bhd. ("we", "us", or "our"), we take pride in delivering professional cleaning results that meet and exceed our clients' expectations. We understand, however, that there may be occasions when you are not fully satisfied with a service. This Return and Refund Policy outlines how we handle such situations, including our satisfaction guarantee, re-cleaning procedures, and refund eligibility.

Because our services are performed on-site and cannot be physically "returned", this policy focuses on re-service options and monetary refunds where applicable.

1. Our Satisfaction Guarantee

We stand behind the quality of our work. If you are not satisfied with the cleaning service provided, we offer a satisfaction guarantee under the following conditions:

  • You must notify us of the issue within twenty-four (24) hours of the completion of the service.
  • You must provide a clear description of the areas or tasks that did not meet your expectations. Photographs are helpful and appreciated but not mandatory.
  • The premises must not have been used, altered, or cleaned by another party between our service and your complaint, as this may affect our ability to assess the issue.

Upon receiving your notification, our team will review your concerns and determine the most appropriate resolution.

2. Re-Cleaning Service

Our preferred resolution for service-quality concerns is to arrange a complimentary re-cleaning of the affected areas. This ensures that the work is brought up to the standard you expected without unnecessary delays.

2.1 How Re-Cleaning Works

  • Once your complaint is reviewed and accepted, we will schedule a re-clean at a date and time convenient for you, typically within three (3) business days of your notification.
  • The re-clean will focus specifically on the areas or tasks identified in your complaint. It does not cover the entire premises unless the original service was for a full clean and the complaint relates to the overall quality.
  • A supervisor may accompany the re-cleaning team to ensure the work meets the required standard.
  • There is no additional charge for the re-cleaning service when the complaint is made within the 24-hour window and meets the conditions stated above.

2.2 Limitations of Re-Cleaning

Re-cleaning may not be offered in cases where:

  • The issue is related to a pre-existing condition of the property (e.g., permanent stains, deep-set mould, or structural discolouration) that was communicated to the Client before or during the original service.
  • The cleaning outcome is affected by factors beyond our control, such as the age or condition of surfaces, inadequate ventilation, or the Client's refusal to allow our team to use recommended cleaning methods or products.
  • The complaint is raised after the 24-hour notification period has lapsed.

3. Refund Eligibility

If a re-clean does not resolve the issue to your satisfaction, or if circumstances make a re-clean impractical, you may be eligible for a partial or full refund. Refund eligibility is assessed on a case-by-case basis and depends on the following factors:

3.1 Full Refund

A full refund of the service charge may be issued if:

  • The Company fails to show up for a confirmed appointment without prior notice or valid reason, and no rescheduling is arranged.
  • The service was fundamentally not performed as described in the accepted Quotation (e.g., agreed tasks were entirely omitted).
  • A re-clean has been attempted and the same issues persist, as verified by our supervisor during inspection.

3.2 Partial Refund

A partial refund may be issued if:

  • Only certain areas or tasks within the service scope fell below the expected standard, while the remainder of the work was completed satisfactorily.
  • The Client declines a re-cleaning offer for valid reasons (e.g., scheduling constraints that prevent a re-clean within a reasonable timeframe), and the complaint is substantiated.
  • Circumstances arose during the service that prevented our team from completing the full scope of work (e.g., unexpected restricted access to certain areas), and the Client was not charged for the incomplete portion.

3.3 Non-Refundable Situations

Refunds will not be issued in the following situations:

  • The complaint is raised more than twenty-four (24) hours after the service was completed and the Client did not contact us within the notification period.
  • The dissatisfaction relates to pre-existing conditions that our team identified and communicated to the Client during or before the service.
  • The Client or a third party has already cleaned or altered the premises after our service, making it impossible to verify the original complaint.
  • The Client provided inaccurate or incomplete information about the premises (e.g., significantly understating the size or condition) that affected the service outcome.
  • Cancellation fees as outlined in our Terms and Conditions.

4. How to Request a Re-Clean or Refund

To request a re-cleaning or refund, please follow these steps:

  1. Contact us within 24 hours of your service completion. You can reach us by email at [email protected] or by phone at +6017-823 4560.
  2. Provide your details, including your name, the service date, the service address, and your booking reference or invoice number if available.
  3. Describe the issue clearly. Specify which areas or tasks did not meet your expectations. If possible, attach photographs to support your claim.
  4. Our team will review your request and contact you within two (2) business days to discuss the resolution, whether that is a re-clean, partial refund, or full refund.
  5. For re-cleans, we will coordinate a suitable appointment time. For refunds, we will confirm the amount and processing timeline.

5. Refund Processing

5.1 Method of Refund

Approved refunds will be returned using the same payment method used for the original transaction. If the original payment was made via bank transfer, the refund will be credited to the same bank account. If this is not possible, we will work with you to arrange an alternative method.

5.2 Processing Timeline

  • Once a refund is approved, processing typically takes seven (7) to fourteen (14) business days, depending on the payment method and your financial institution.
  • We will notify you by email or phone once the refund has been initiated from our end.
  • If you have not received your refund within the stated timeframe, please contact your bank first, then reach out to us for assistance.

6. Cancellation Refunds

Refunds related to booking cancellations are governed by the cancellation terms outlined in our Terms and Conditions. In summary:

  • Cancellations more than 48 hours before the scheduled service receive a full deposit refund.
  • Cancellations between 24 and 48 hours before the service incur a 50% cancellation fee.
  • Cancellations less than 24 hours before the service or no-shows are charged the full service fee.

7. Contract Clients

Clients on recurring maintenance contracts should refer to their individual service agreement for specific terms relating to service quality disputes and refunds. The general principles in this policy apply unless the contract specifies otherwise. Contract-related concerns can be raised directly with your assigned account manager or through the contact details below.

8. Our Commitment

We value every client relationship and are committed to resolving any service issues promptly and fairly. Our goal is to ensure that every job meets the high standards that Muhaiyar Facility Services is known for. Your feedback helps us improve, and we welcome constructive input whether positive or otherwise.

9. Changes to This Policy

We may update this Return and Refund Policy from time to time. Any changes will be posted on this page with a revised "Last Updated" date. We recommend checking this page periodically to stay informed. Continued use of our services after changes are published constitutes your acceptance of the updated policy.

10. Contact Us

If you have any questions about this Return and Refund Policy or wish to submit a complaint, please contact us:

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