Booking Terms
Hourly home and office cleaning. C19 Cleaning Service, Sungai Petani, Kedah. Version 2026-11-13, last updated 13 November 2026.
In short: C19 runs the booking platform. Your cleaning is done by an independent, vetted cleaning partner who is rated after every job. You pay C19; C19 pays the partner. Free cancellation more than 24 hours before. Goodwill support up to RM 300 per booking if something is damaged.
1. Who we are and what we do
C19 Cleaning Service (SSM CT0115110-A, Sungai Petani, Kedah) (“C19”) runs an online booking platform (“the Platform”) that connects clients with independent, vetted cleaning professionals and cleaning companies (“Service Partners”). C19 does not employ the Service Partners and does not itself perform the cleaning booked under these terms. The cleaning is carried out by the Service Partner assigned to your booking. These terms apply to hourly home and office cleaning booked online. Commercial and exterior work (drain cleaning, jetting, high pressure cleaning and similar) is covered by our Terms and Conditions.
2. Independent Service Partners
Service Partners are independent contractors. Nothing in these terms makes a Service Partner an employee, agent or partner of C19. C19 checks each Service Partner’s identity (MyKad, or company registration for cleaning companies) before they can take bookings.
3. Payment
You pay the full booking price to C19. C19 receives it as a limited payment collection agent for the Service Partner and pays the Service Partner after the job. Paying C19 counts as paying the Service Partner. The price shown when you book (hourly rate x hours, plus transport if you choose it) is the full price; there are no hidden charges.
4. Confirmation
A booking is confirmed only after C19 has checked your payment. You receive the confirmation on WhatsApp or email.
5. Your part
You give accurate details (address, size, tasks, pets, parking), provide access at the booked time, and provide water and electricity. Before the visit you put away cash, jewellery, documents and small valuables, and tell us about fragile, antique or high-value items. Service Partners do not move heavy furniture, work above 2 metres, or handle hazardous substances.
6. Cancelling or changing a booking
| When you cancel or change | What happens |
|---|---|
| More than 24 hours before the start | Free: full refund or a new date |
| Less than 24 hours before the start | 50% of the booking price is kept (it pays the Service Partner for the reserved time) |
| No access at the start time, or cancelled on arrival | The full booking price is kept |
| C19 or the Service Partner cancels | Full refund or a new date, your choice |
Refunds are paid within 14 days to the account you paid from.
7. If you are not happy with the cleaning
Tell us within 24 hours with photos. If a task on your booking checklist was missed or clearly not done, the Service Partner comes back within 48 hours to finish it at no charge, or, if that is not possible, we refund the part of the booking for that task. What you can expect depends on what you booked: a regular clean in the hours booked is not a deep clean, and old stains, mould, grease build-up or heavy dirt may need a separate deep cleaning booking. Complaints are judged against the checklist, the hours booked and the photos.
8. Damage and loss
The Service Partner is responsible for damage they cause through their own negligence. Report damage within 24 hours with photos and proof of the item’s value. To keep things simple for you, C19 offers goodwill support of up to RM 300 per booking for accidental damage caused by the Service Partner, and then recovers it from them. This support is not an admission of liability and does not limit any right you have by law. It does not cover: items you did not put away or disclose under clause 5, normal wear and tear, damage that existed before the visit, or loss of cash or valuables that were left out. For suspected theft, make a police report; C19 shares the Service Partner’s details with the police and removes them from the Platform while it is investigated.
9. Limits of C19’s responsibility
As far as the law allows, C19’s own liability for any booking is limited to the price you paid for it, and C19 is not liable for indirect losses. Nothing in these terms excludes liability that cannot be excluded under Malaysian law, including the Consumer Protection Act 1999.
10. Booking outside the Platform
If you hire a Service Partner directly, outside C19, that arrangement is between you and them: C19’s checks, goodwill support and refunds do not apply.
11. Safety and conduct
You provide a safe place to work and treat Service Partners with respect. A Service Partner may stop work if they feel unsafe or are harassed; the booking is then paid in full.
12. Ratings
After the job you can rate the Service Partner. Ratings must be honest and fair.
13. Personal data
We use your details only to arrange and pay for the booking, as described in our Privacy Policy. The Service Partner receives only what they need for the job: your name, address, phone number and the tasks.
14. Changes
We may update these terms. The version you agreed to when booking applies to that booking.
15. Law and disputes
Malaysian law applies. Contact us first; we reply within 7 days. If we cannot solve it within 30 days, you may go to the Tribunal for Consumer Claims Malaysia or the courts.
Contact
WhatsApp 010-213 1969 · [email protected]