Refund & reclean policy
Cleaning is a service. You cannot return it the way you would a product. Here is how we make things right when they fall short.
Last updated: 14 April 2026. Applies to all services contracted with VoxCast Hygiene Solutions Sdn Bhd.
1. The default remedy is a free reclean
If you are not satisfied with the standard of work on a completed visit, our first response is to send the same crew back at no charge to address the issue. You have 48 hours from the completion timestamp on your invoice to notify us, and we typically attend within 1 – 3 working days.
To trigger a reclean, message [email protected] or WhatsApp the supervisor on the visit. Photos of the affected areas help us prepare the right crew and equipment.
2. When we issue a refund instead
Refunds are issued in cash equivalent (back to the original payment method) when:
- We cannot fulfil the reclean within 7 working days of your notification.
- You cancel the engagement entirely after a clearly substandard visit, and we agree the outcome cannot be remedied.
- A pre-paid recurring schedule is paused and the unused balance exceeds RM 100.
Refunds are processed within 7 working days. Bank transfers usually clear the next business day; card refunds may take 5 – 10 business days depending on the issuing bank.
3. What is not eligible for a refund
The following situations are out of scope for refund or reclean:
- Issues raised more than 48 hours after the visit ended.
- Areas explicitly excluded from the quotation (you are welcome to add them on a future visit).
- Pre-existing damage documented in the first-visit walkthrough.
- Crew time spent waiting at locked premises (a callout fee applies).
4. Commercial contract terms
Commercial engagements operate under the bespoke service agreement signed at contract start. The reclean window is typically extended to 7 days, and service credits accumulate against the next monthly invoice. Detailed terms — including SLA penalties for missed visits — are spelled out in the master agreement.
5. Damage claims
If our crew damages an item during a visit, take a photo, hand it to the supervisor immediately, and we will file a claim under our goods-in-care policy. Repair or replacement is paid through insurance, subject to a standard RM 250 excess that we cover. Most claims close within 14 working days.
6. Deposit handling
Deposits paid for one-off post-renovation or deep-clean bookings are fully refundable if cancellation is confirmed more than 72 hours before the scheduled start. Inside 72 hours, the deposit may be applied to a rescheduled date within the next 60 days at no additional cost.
7. How to escalate
If you feel the response from our supervisor or operations team is inadequate, escalate to the company directors at [email protected] with the subject line beginning “Escalation –”. Director-level responses are committed within three working days.
8. Final thought
Most of what makes cleaning go wrong is a communication gap, not a malicious act. The faster you tell us, the faster we can fix it — and the longer we keep your trust.