Terms & Conditions

These terms govern the cleaning services provided by Pinewell Facility Care Sdn. Bhd. By confirming a booking you agree to them.

Quotations and booking

Quotes are based on the property size, service type and condition you describe. Once you approve a written quote and a time slot, your booking is confirmed. If conditions on site differ materially from what was described, we will discuss any adjustment with you before continuing.

Access and preparation

Please make sure our crew can access the property at the agreed time, whether in person, via a concierge or through a lockbox. If we are unable to gain access, a call-out fee may apply. Letting us know about fragile items or areas to avoid helps the visit run smoothly.

Pricing and payment

The price in your approved quote is what you pay, even if the work takes longer than expected. Payment is due once the job is complete, by card, FPX or e-wallet unless agreed otherwise. Recurring plans are billed per visit and can be paused or cancelled with reasonable notice.

Our guarantee

If you are not satisfied with an area we cleaned, tell us within 48 hours and we will return to re-clean it at no charge. This re-clean promise is our primary remedy for service concerns.

Liability

Our crews take great care, and every visit is covered by public liability insurance. We are not responsible for pre-existing damage, wear, or items that are inherently fragile and not disclosed. Our total liability for any claim is limited to the value of the service in question.

Cancellations

You may reschedule or cancel a booking; please give us at least 24 hours’ notice where possible so we can offer the slot to another client. Late cancellations may incur a small fee to cover crew scheduling.

Governing law

These terms are governed by the laws of Malaysia. Any dispute will be subject to the jurisdiction of the Malaysian courts. For any questions, contact [email protected].