Cancellation & Refund Policy

At Malaysia Experts Care, we strive to make booking professional cleaning services as easy and stress-free as possible. We understand that life happens and plans can change unexpectedly. This Cancellation and Refund Policy outlines how we handle appointment changes, cancellations, and service disputes for all bookings across Penang Island and Seberang Perai.

1. Cancellation Policy

When you book an appointment, we reserve a specific time slot for you and allocate our trained team and equipment to your property. Last-minute cancellations mean our team loses work, and other clients miss out on that time slot.

• Free Cancellation (24 Hours Notice): You can cancel your cleaning appointment completely free of charge, provided you notify us at least 24 hours before the scheduled start time.
• Late Cancellation: If you cancel with less than 24 hours’ notice, we reserve the right to charge a late cancellation fee of RM 50 to cover our team’s transport and allocated time.
• How to Cancel: All cancellations must be made directly through our official WhatsApp at +60 11-3329 6190 or by calling us.

2. Rescheduling

Need to change the date or time? No problem.

• Please inform us via WhatsApp at least 24 hours in advance, and we will happily move your appointment to the next available slot that suits you.
• Frequent rescheduling (more than three times for the same job) may require a non-refundable deposit to secure your future slot.

3. Lockouts & No-Shows

Our team will always message you when they are “on the way.” If our cleaners arrive at your property at the scheduled time and cannot gain access (e.g., no one is home, the guardhouse denies entry because you did not register us, or the wrong address was provided), the team will wait for 20 minutes.

If we still cannot access the property after 20 minutes, it will be considered a “Lockout.” In this case, a RM 50 lockout fee will be applied to cover our travel and lost operational time.

4. Refund Policy & Our 100% Satisfaction Guarantee

Because cleaning is a labor-intensive service, we do not offer standard cash refunds once the cleaning service has been completed. Our staff has already spent their time, effort, and supplies on your property.

However, we proudly stand behind the quality of our work with our 100% Satisfaction Guarantee.

• The Final Walk-Through: Before our team leaves your property, the team leader will invite you to inspect the work. If anything was missed, they will fix it on the spot.
• 24-Hour Reporting Window: If you notice an issue after we have left, please take a clear photo and send it to our WhatsApp within 24 hours of the service completion.
• Free Re-Clean: We will arrange for a team to return and re-clean the specific area in question at absolutely no extra charge to you.
• Limitations: The guarantee covers only the tasks agreed upon in your original quote. It does not cover areas that were heavily soiled or damaged prior to our arrival, or tasks you declined during the booking process.

5. Advance Deposits

For large-scale jobs (such as extensive post-renovation cleaning or commercial office contracts), we may request an advance deposit to secure the date.

• If you cancel 48 hours before the job, this deposit is fully refundable.
• If you cancel within 48 hours of the job, the deposit is strictly non-refundable.

6. Contact Us

If you have an issue with your booking or need to request a change, we are just a message away:

M Expert Care Services.

Working Hours: Monday to Sunday, 8:00 AM – 8:00 PM

Phone / WhatsApp: +60 11-3329 6190

Email: [email protected]