Terms & Conditions

Last Updated: April 14, 2026
Kleanin operates kleanin.com.

1. Introduction

Welcome to Kleanin, a trusted and reliable professional cleaning service. These Terms & Conditions constitute a legally binding agreement between the customer and Kleanin. By booking through Kleanin, the customer agrees to be bound by these Terms & Conditions.

2. Services

Kleanin provides professional cleaning services.

  • Service Area: Kleanin services are primarily available within Kuala Lumpur and selected areas of Selangor.
  • Provision of Supplies: Unless otherwise agreed, the customer is responsible for providing basic cleaning tools (vacuum, mop, broom) and cleaning agents. If the customer requires Kleanin to provide supplies, additional charges will apply.
  • Access to Premises: The customer must ensure the cleaner has access to the premises at the scheduled time. This includes informing building security/management of the cleaner’s arrival.
  • Right to Refuse Service: Kleanin reserves the right to refuse service to any individual or at any location that Kleanin deems unsafe or unsuitable. Kleanin also reserves the right to suspend or terminate services immediately in cases of unsafe, abusive, or inappropriate conditions.

3. Payments & Billing

Kleanin provides professional cleaning services with secure online payments.

  • Billing: All prices are listed in Malaysian Ringgit (MYR) and payment must be made in advance unless otherwise agreed.
  • Payment Processing: All financial transactions are processed securely by Stripe, Kleanin’s third-party payment gateway provider.
  • Payment Information: Kleanin does not store credit or debit card information on its own servers. All payment information is collected and processed by Stripe in accordance with their security standards, Privacy Policy, and General Terms. Kleanin is not responsible for any errors, security breaches, or issues arising from Stripe’s systems or services.
  • Confirmation: A booking is only considered confirmed once payment has been successfully authorised.

4. Cancellation & Refund Policy

To manage a fair schedule, Kleanin maintains the following policies:

  • Cancellations made 48 hours or more before the booked session: A 90% refund will be issued, with 10% retained to cover administrative and processing fees.
  • Cancellations made less than 48 hours before the booked session: No refund will be provided. However, the customer may request rescheduling instead.
  • No-Shows: If a cleaner arrives and cannot gain access to the premises, or if the customer is unreachable before the time of the session, it will be marked as a “No-Show” and no refund will be provided.
  • Right to cancel: Kleanin reserves the right to cancel any booking at any time. In the event that Kleanin initiates a cancellation, the customer will receive a 100% full refund of the amount paid.
  • Refund Process: Approved refunds will be processed within 7–14 business days via the original payment method.

5. Rescheduling

Kleanin will accommodate rescheduling requests from the customer according to the following policies:

  • Rescheduling requests made 48 hours or more before the booked session: Free rescheduling is permitted, subject to Kleanin’s availability.
  • Rescheduling requests made less than 48 hours before the booked session: Rescheduling is considered “late” and may be subject to a late rescheduling fee at the discretion of Kleanin. Rescheduling is also subject to Kleanin’s availability.

6. Customer Responsibilities

The customer agrees to:

  • Provide accurate information during booking.
  • Ensure safe access to the premises.
  • Secure valuables and fragile items.
  • Provide necessary utilities (water, electricity).

Kleanin is not responsible for damage to unsecured or improperly stored items.

7. Liability, Damage & Lost Items

While Kleanin takes the utmost care, it is not liable for pre-existing damage, normal wear and tear, or loss of items. Kleanin’s total liability shall not exceed the total amount paid by the customer for the booking.

  • Service Quality: Kleanin aims to deliver consistent, high-quality service. If the customer is not satisfied, the customer may request a review for appropriate resolution. The request must be made within 24 hours after the completion of the cleaning session, along with supporting evidence (photos). Kleanin will assess each case and may offer remedies including re-service, partial refund, or other appropriate resolution at its discretion.
  • Damage Claims: Any claims regarding damage must be reported to Kleanin along with supporting evidence (photos) within 24 hours of the session completion for investigation.
  • Lost Items: Kleanin is not responsible for the loss of jewellery, cash, or other high-value items. Kleanin strongly advises the customer to secure all valuables before the cleaning session begins. In the event of a suspected loss, the customer must notify Kleanin within 24 hours. Kleanin will conduct an internal investigation but does not guarantee recovery or reimbursement for items that were not secured.
  • Force Majeure: Kleanin is not liable for delays or failure to perform due to events beyond our control, including but not limited to natural disasters, pandemics, government actions, labour disputes, or transportation disruptions.

    8. Service Disclaimers

    • Arrival Window: Kleanin allows a ±30-minute arrival window due to traffic and operational factors. If Kleanin arrives later than this window, the customer may request either (i) a rescheduling at no additional cost, subject to availability, or (ii) a full refund.
    • Scope of Work: Cleaning will be performed based on reasonable effort within the booked time. Results may vary depending on the condition of the premises.
    • Duration & Workforce: Kleanin services are provided based on the booked duration and workforce. If insufficient time or workforce is booked, Kleanin does not guarantee completion of all requested tasks. Cleaning services are general in nature and do not include deep cleaning unless specifically booked. Kleanin reserves the right to assign or replace cleaners as necessary.
    • Chemical Use & Sensitivities: Kleanin uses professional cleaning agents. Kleanin is not liable for allergic reactions or sensitivities experienced by the customer, other occupants, or pets during or after a session. If the customer requests specific products, the customer must provide them and notify Kleanin at least 24 hours in advance. Kleanin is not responsible for the effectiveness of the customer-provided products.
    • Pet Safety & Equipment: The customer is responsible for securing any pets that may be anxious, prone to escaping or aggressive. Kleanin is not liable for pets escaping or for cleaning animal waste. Kleanin reserves the right to stop service immediately without refund if a pet displays aggressive behaviour.
    • Fragile, High-Value Items & Electronics: Kleanin takes every precaution when handling household items. However, Kleanin is not liable for damage to items that are inherently unstable, improperly secured or fragile. The customer is advised to store and secure high-value items, jewellery and cash. Kleanin is not liable for electronic failure/damage or cable disconnections during the cleaning session.

      9. Service Limitations

      Kleanin does not undertake to:

      • Handle hazardous materials.
      • Perform work requiring specialised licensing (e.g. electrical, plumbing repairs).
      • Guarantee removal of permanent stains or damage.

      10. Intellectual Property

      All website content, logos, text, and materials are the property of Kleanin and may not be reproduced, distributed, or used without prior written consent.

      11. Governing Law

      These terms are governed by the laws of Malaysia.

      12. Changes to Terms

      Kleanin may update these Terms & Conditions at any time. Continued use of our services means you accept the updated Terms & Conditions.

      13. Contact Us

      For any questions:
      Email: ask@kleanin.com
      Location: Kuala Lumpur, Malaysia