Return & Refund Policy
Last updated: 12 May 2026
Cleaning is a service, not a product — so instead of “returns”, we offer something better: a re-clean guarantee backed by clear refund rules. This page explains exactly how it works for services provided by FitSpot Cleaning Services Sdn. Bhd.
Step 1: The 24-Hour Re-Clean Guarantee
If any area within the agreed scope of work was missed or not cleaned to standard, contact us within 24 hours of the visit — by phone, WhatsApp or email — with a short description and, where possible, photos. We will schedule a crew to return and re-clean the affected areas free of charge, normally within 48 hours. The re-clean is always our first remedy and resolves the overwhelming majority of issues.
Step 2: Partial Refunds
Where a re-clean is not practical — for example, you are handing over the property that day, or the second attempt still falls short — we will refund the portion of the price attributable to the affected scope. The refund share is agreed with you based on the checklist for your job (for instance, bathrooms typically represent 20–30% of a deep-clean price).
Full Refunds
You are entitled to a full refund if:
- we cancel your booking and cannot offer a replacement slot within 5 working days;
- our crew fails to attend a confirmed booking without notice;
- the service delivered differs fundamentally from the confirmed scope.
What Is Not Covered
Refunds do not apply to issues reported later than 24 hours after the visit, to areas explicitly excluded from the agreed scope, to permanent damage or staining that predates our visit and cannot be removed by professional methods (we will point these out during the walk-through), or to dissatisfaction arising from conditions we flagged before starting work.
How Refunds Are Paid
Approved refunds are processed within 7 working days to the payment method used for the original transaction — bank transfer, DuitNow or e-wallet. You will receive a confirmation message once the transfer is made. Deposits for cancelled bookings follow the cancellation scale in our Terms & Conditions.
Raising a Claim
Email [email protected] with your booking reference, or call +60 3-2181 4437 (Mon–Sat, 8am–8pm). Every claim is reviewed by a supervisor, not the crew involved, and answered within 2 working days.