Cleaning is a service rather than a product, so a “return” here means putting the work right or giving your money back. This page sets out exactly when each applies for services booked with NeatCrew Services Sdn. Bhd.

1. First remedy: the free re-clean

If part of the agreed scope was missed or not finished to standard, tell us within 48 hours of the visit — photos help. We will send a crew back to correct the specific items at no charge, normally within two working days. The re-clean is our primary remedy and resolves the overwhelming majority of issues.

2. When a refund applies

The re-clean was performed and the agreed scope still was not met — you receive a proportional refund for the affected items.
We cancelled your booking and could not offer a replacement slot within seven days — full refund of any prepayment.
You cancelled with more than 24 hours’ notice after prepaying — full refund.
A visit was charged in error (duplicate payment, wrong amount) — corrected in full as soon as verified.

3. How refunds are paid

Approved refunds are returned by the original payment method within 14 days: instantly for e-wallets where the provider allows it, 3–10 business days for cards and FPX depending on your bank. We will confirm the amount in writing before processing.

4. Prepaid plans and packages

Recurring plans can be paused or cancelled at any time. Unused, unexpired visits in a prepaid package are refunded at their pro-rated value, less any package discount already enjoyed on completed visits. Gift bookings are refundable to the purchaser only.

5. What is not refundable

Dissatisfaction reported later than 48 hours after the visit, when we can no longer verify the condition.
Items expressly excluded from the written scope or flagged as best-effort (for example, permanent stains discussed before the job).
Late-cancellation fees set out in our Terms & Conditions.

6. How to raise a claim

Email [email protected] with your booking date, address and a short description (photos welcome), or call +60 3-2716 4482. Claims are acknowledged the same business day and resolved by our operations manager, whose decision includes a written explanation.