Terms and Conditions

Last updated: April 2026

These Terms and Conditions govern all services provided by C19 Cleaning Service (“the Company,” “we,” “us”) to you (“the Client,” “you”). By engaging our services, making a payment, or accepting a quotation, you agree to be bound by these terms in full.

1. Services

C19 Cleaning Service provides professional cleaning, maintenance, inspection, and drainage solutions for commercial and residential properties throughout Malaysia. Our services include but are not limited to:

• Building facade cleaning and softwash treatment
• Roof cleaning and mould/algae removal
• Gutter cleaning using vacuum and carbon pole technology (up to 25m height)
• Outdoor floor tile, driveway, and terrace cleaning
• High-pressure jetting and power washing (up to 4,000 PSI)
• Drain unclogging and sewage line clearing
• Manhole and drain inspection with CCTV
• Cured-in-place pipe (CIPP) lining and repair
• Factory drain cleaning
• Commercial surface restoration and steam cleaning (150°C)
• Protective coating and treatment applications
• Contract cleaning and ongoing maintenance programmes
• Consulting, inspection, and reporting services

The exact scope of work shall be described in the quotation or service agreement provided to you.

2. Quotations

All quotations are valid for ninety (90) days from the date of issue unless stated otherwise in writing. After this period, the quotation expires automatically and pricing may be revised due to changes in material costs, labour, or site conditions.

A quotation does not constitute a binding agreement until you have accepted it in writing (including email or WhatsApp confirmation) and we have received the required deposit.

Where a site inspection is required before a quotation can be finalised, any preliminary estimate provided before that inspection is indicative only and not binding.

3. Deposits

A deposit of fifty percent (50%) of the quoted project value is required to confirm and schedule all projects. No work will be scheduled until the deposit has been received in full.

All deposits are non-refundable. The deposit secures your booking by reserving our crew, specialist equipment, materials, and schedule. Once a deposit is paid and the booking is confirmed, the deposit will not be refunded under any circumstances, including but not limited to change of mind, change of property ownership, budget changes, project delays initiated by the Client, or failure by the Client to prepare the site or fulfil their obligations as outlined in the quotation.

The deposit will be applied toward the final service cost. The remaining 50% balance is due upon completion of the services unless a milestone payment schedule has been agreed in writing.

4. Deposit Validity and Forfeiture

Once a deposit has been paid, you must schedule and complete the agreed services within twelve (12) months from the date of deposit payment.

If you fail to schedule or proceed with the services within this 12-month period, the deposit shall be forfeited in full without further notice. No refund, credit, or extension will be issued after the expiry date.

You may request a one-time extension of up to three (3) months by submitting a written request at least 30 days before the deposit expiry date. The Company may approve or decline such requests at its sole discretion.

5. Payment Terms

The remaining 50% balance is due upon completion of the services, unless a milestone payment schedule has been agreed in the quotation. For contract cleaning or recurring services, payment follows the schedule in your service agreement.

Invoices not settled within fourteen (14) days of the due date may incur a late payment charge of 1.5% per month on the outstanding amount. The Company reserves the right to suspend scheduled services until all outstanding payments are cleared.

We accept payment by bank transfer, credit/debit card (Visa/MasterCard), PayPal, Stripe, or cash as agreed.

6. Cancellation Policy

6.1 Cancellation by the Client:

• More than 14 days before service date: The deposit is forfeited. No further charges apply. You may request to apply the deposit value as credit toward a different project (see Section 7).
• Within 14 days of service date: The deposit is forfeited. If the Company has already incurred costs for mobilisation, materials, or equipment rental, you will be liable for those costs in addition to the deposit.
• Same-day cancellation or no-show: The full quoted project fee becomes payable immediately.

6.2 Cancellation by the Company: If we are unable to perform the services due to reasons within our control, we will offer you the choice of a full deposit refund or rescheduling at a mutually agreed date at no additional cost.

7. Credit Toward Another Project

Where a deposit has been forfeited due to your cancellation, or where payment has been made for completed work, the Company may at its sole discretion allow the value to be applied as a credit toward a different project, subject to the following conditions:

• The request must be made in writing within twelve (12) months of the original payment date.
• Credits are non-transferable and may only be used by the same client.
• Credits have no cash value and cannot be converted to a monetary refund.
• The new project must be of equal or greater value. No balance will be refunded if the new project costs less.
• Credits may be used once only and cannot be split across multiple projects.
• Pricing for the new project will be based on current rates at the time the credit is applied.

8. Completed Work

Once services have been completed and accepted by you — whether expressly confirmed or by the absence of a written complaint within 48 hours of completion — no refund shall be issued. Payments for completed work are final.

9. Scheduling and Site Access

Service dates are confirmed upon receipt of deposit and are subject to availability. We will make every reasonable effort to meet agreed schedules.

You are responsible for providing clear and safe access to the work area on the scheduled date, including water supply, electrical points, vehicle parking for equipment, and any permissions from building management or local authorities.

If our team arrives on-site and cannot perform the services due to access issues, unsafe conditions, or circumstances not disclosed during the quotation stage, a call-out fee may be charged and your deposit remains forfeited if you subsequently cancel.

Rescheduling: You may reschedule at no extra charge with at least 7 days’ written notice. Rescheduling within 7 days may incur an administrative fee of up to 10% of the project value.

10. Warranty

C19 Cleaning Service provides a seven (7) day workmanship warranty from the date of service completion on all services, unless a different warranty period is stated in your quotation.

During the warranty period, if you identify a deficiency directly caused by our workmanship, we will rectify the issue at no additional cost provided that:

• You notify us in writing (including WhatsApp or email) within the warranty period, with photographic or video evidence where possible.
• The deficiency was caused by our work and not by subsequent actions, weather, third-party interference, or pre-existing conditions.
• The issue is not a recurring problem arising from underlying structural, plumbing, or environmental conditions that were communicated to you before or during the service.

The warranty does not cover damage from misuse, neglect, unauthorised modifications, natural events, or normal wear and tear. For CCTV inspection and consulting services, the warranty applies to the accuracy of the report at the time of inspection only.

11. Limitation of Liability

Our total liability for any claim arising from the services shall not exceed the total amount you paid for the specific project in question.

We are not liable for indirect, incidental, or consequential damages including loss of revenue, business interruption, or reputational damage.

We are not responsible for pre-existing damage, hidden defects, or issues arising from your failure to disclose relevant information about the property or site. Where we identify a risk of damage during work (such as fragile surfaces, aged pipes, or compromised structures), we will notify you and may request written acknowledgement before continuing. We shall not be liable for damage occurring after such notification.

12. Force Majeure

Neither party shall be liable for delay or failure caused by events beyond reasonable control, including natural disasters, floods, government orders, Movement Control Orders (MCO), pandemics, civil unrest, labour disputes, supply chain disruptions, or severe weather. The affected party shall notify the other promptly and both parties shall work to reschedule the services.

13. Safety and Site Conditions

All work is carried out in accordance with applicable safety and health standards. You must inform us of any hazards, restricted areas, chemical storage, asbestos, or special safety requirements at the site before work begins. We reserve the right to refuse or suspend work if conditions are unsafe, without penalty or loss of fees already paid.

14. Confidentiality

We acknowledge that we may access confidential information during service delivery, particularly at government, corporate, and diplomatic facilities. We will maintain the confidentiality of all such information and will not disclose or use it for any purpose beyond performing the agreed services. This obligation continues for two (2) years after the service is completed.

15. Governing Law

These Terms and Conditions are governed by the laws of Malaysia. Any dispute shall first be resolved through good faith negotiation. If unresolved within thirty (30) days, either party may refer the matter to the Tribunal for Consumer Claims Malaysia (for claims under RM 50,000) or the courts of competent jurisdiction in Malaysia.

16. Contact

For questions or requests regarding these Terms and Conditions, please contact:

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