Return & Refund Policy

Cleaning is a service, so there is nothing physical to return — but there is a clear path to putting things right when a job falls short. This page describes exactly when EdgeLink Cleaning Sdn Bhd issues refunds and how the process works.

Step one: the free re-clean

Our first remedy is always to fix the work. If a checklist item was missed or done poorly, tell us within 24 hours of the service (WhatsApp photos to +60 3-2385 7140 or email [email protected]). We will schedule a re-clean of the affected areas within 48 hours at no cost. Around nine in ten issues end here.

When a refund applies

• Partial refund. If the re-clean still does not bring an area to standard, we refund the portion of the fee attributable to that area — for example, the bathroom line on a deep-clean quote.
• Full refund. If we cancel your booking and cannot offer a replacement slot within 3 working days, or if the crew failed to attend without notice, you receive a full refund of any amount paid.
• Prepaid plans. Recurring plans are billed monthly in arrears, so there is normally nothing to refund. Where a plan was prepaid, unused visits are refunded in full, less any plan discount already enjoyed on completed visits.

What refunds do not cover

• Permanent damage or staining that professional cleaning cannot reverse — we will always tell you on site when we believe a mark will not come out.
• Scope you chose to exclude from the quote.
• Issues reported later than 24 hours after completion, when the state of the property can no longer be attributed to our visit.

How and when money is returned

Approved refunds go back by the method you paid with: FPX and DuitNow refunds arrive within 3 working days, card refunds within 7–14 days depending on your bank. We confirm every refund in writing with the amount and reference number.

Disagreements

If you feel a refund decision is wrong, reply to the written decision and it will be reviewed by a manager not involved in the original job, with an answer within 5 working days. Nothing in this policy limits your rights under the Consumer Protection Act 1999 of Malaysia.