Terms & Conditions

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

1. Introduction

Welcome to Kleanin, a technology-enabled platform that facilitates bookings between customers and independent cleaners or third-party cleaning service providers (“Service Providers”). 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. By using the platform, creating an account, or completing a booking, the customer acknowledges that electronic acceptance of these Terms constitutes a legally binding agreement.

2. Services

Kleanin operates an online platform that facilitates the arrangement, scheduling, coordination, and payment processing of cleaning services performed by independent cleaners and third-party cleaning service providers (“Service Providers”). Kleanin does not guarantee the availability of any specific Service Provider, booking slot, or service request.

  • Service Area: Services booked through Kleanin 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 assigned Service Provider has access to the premises at the scheduled time. This includes informing building security/management of the assigned Service Provider’s arrival.
  • Right to Refuse Service: Kleanin reserves the right to refuse, suspend, or discontinue bookings or platform access where any location, request, or conduct is deemed unsafe, unlawful, abusive, or unsuitable. Kleanin also reserves the right to suspend or terminate services immediately in cases of unsafe, abusive, or inappropriate conditions.

Service Providers:

  • All independent cleaners and cleaning service providers engaged through Kleanin operate as independent contractors or independent businesses and are not employees, agents, representatives, partners, or joint ventures of Kleanin.
  • While Kleanin conducts limited onboarding checks on certain service providers for quality control purposes, Kleanin does not independently guarantee the suitability, legality, licensing, qualifications, insurance coverage, background, conduct, or performance of any Service Provider.
  • Kleanin does not directly supervise or control the manner in which cleaning services are performed.

Kleanin does not itself provide physical cleaning services and acts solely as a technology-enabled coordination and booking platform.

3. Payments & Billing

Kleanin facilitates secure online payment processing for bookings made through the platform.

  • Billing: All prices are listed in Malaysian Ringgit (MYR) and payment must be made in advance unless otherwise agreed. Kleanin may collect service fees, commissions, platform fees, or administrative charges in connection with bookings facilitated through the platform.
  • 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, the following cancellation and refund policies generally apply:

  • 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 an assigned Service Provider 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).

The customer is responsible for ensuring that all booking details, property information, access instructions, and contact information provided are accurate and complete. Kleanin shall not be liable for issues arising from inaccurate or incomplete information provided by the customer.

The customer is responsible for securing valuables and fragile items. Kleanin is not responsible for damage to unsecured or improperly stored items.

The customer is also responsible for maintaining the confidentiality of their account credentials and for all activities conducted under their account.

7. Liability, Damage & Lost Items

To the maximum extent permitted under Malaysian law, Kleanin acts solely as a platform facilitator and shall not be liable for the acts, omissions, negligence, misconduct, errors, or service quality of independent cleaners or third-party service providers.

While Kleanin seeks to maintain quality standards through the platform, Kleanin 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 maintain a reliable booking platform and facilitate quality service experiences through independent Service Providers. 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.

Unless expressly stated otherwise, Kleanin does not provide insurance coverage for customers, Service Providers, property damage, theft, personal injury, or losses arising from services booked through the platform. The customer acknowledges that services are engaged at the customer’s own discretion and risk.

Kleanin shall not be liable for:

  • Theft, misconduct, assault, harassment, or criminal acts committed by any Service Provider or customer.
  • Indirect, incidental, consequential, special, or punitive damages.
  • Emotional distress.
  • Loss of profits, revenue, data, goodwill, or business opportunities.
  • Damages arising from inaccurate booking information provided by customers.

By using the platform, the customer also acknowledges and agrees that:

  • Cleaning services are performed by independent Service Providers.
  • Kleanin is not a party to the direct service arrangement between the customer and the Service Provider.
  • Kleanin’s role is limited to facilitating bookings, coordination, and payment processing through the platform.

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: Services booked through Kleanin are provided based on the booked duration and workforce selected during booking. 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 may coordinate the assignment or replacement of Service Providers for operational, scheduling, or availability purposes.
  • Chemical Use & Sensitivities: Service Providers may use professional cleaning agents during the performance of services. 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: Service Providers are expected to exercise reasonable care 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. No Warranty

Kleanin provides the platform and services on an “as is” and “as available” basis without warranties of any kind, whether express or implied.

Kleanin does not warrant that:

  • The platform will be uninterrupted or error-free.
  • Any Service Provider will meet customer expectations.
  • Cleaning services will achieve any specific outcome or result.
  • Bookings will always be available.

10. 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.

11. Customer Conduct & Safety

Customers must provide a safe and lawful working environment for Service Providers. Kleanin reserves the right to suspend or terminate services immediately where a Service Provider experiences unsafe, abusive, discriminatory, threatening, or inappropriate behaviour. Customers must not request Service Providers to perform illegal, dangerous, or hazardous tasks.

12. 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.

13. Dispute Resolution

In the event of any dispute arising from services booked through Kleanin, the customer agrees to first contact Kleanin to attempt informal resolution. Kleanin reserves the right to facilitate communication between customers and Service Providers but is not obligated to resolve disputes between parties.

14. Indemnification

The customer agrees to indemnify and hold harmless Kleanin, its directors, employees, affiliates, and agents from and against any claims, liabilities, damages, losses, costs, and expenses arising from:

  • The customer’s misuse of the platform.
  • Breach of these Terms.
  • Disputes between customers and Service Providers.
  • Violation of applicable laws or third-party rights.

15. Governing Law

These terms are governed by the laws of Malaysia.

16. Termination Rights

Kleanin reserves the right to suspend, restrict, or terminate access to the platform or services at its discretion where a customer or Service Provider violates these Terms, engages in unlawful conduct, or creates operational, legal, or safety risks.

17. Changes to Terms

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

18. Contact Us

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