Terms & conditions

Effective from 14 April 2026. These terms apply to all cleaning services booked through VoxCast Hygiene Solutions Sdn Bhd (Reg. No. 202401034567 (1547823-A)).

1. Definitions

“Client”, “you” refers to the individual or entity booking a service. “VoxCast”, “we”, “us” refers to VoxCast Hygiene Solutions Sdn Bhd. “Service” refers to the cleaning work agreed in your written quotation.

2. Bookings and quotations

A booking is considered confirmed once VoxCast has issued a written quotation, you have accepted it (email, WhatsApp or signed acceptance), and any required deposit has cleared in our account. Quotations are valid for 30 calendar days unless stated otherwise.

3. Pricing and payment

Pricing is quoted in Malaysian Ringgit and inclusive of SST where applicable. For one-off residential cleans, payment is due upon completion. Recurring clients are invoiced monthly with 14-day payment terms. Commercial contracts may operate on net-30 or net-45 terms agreed in writing.

Accepted methods: bank transfer, FPX, DuitNow, credit/debit card (Stripe, 2.95% processing fee passed through), and cash for residential visits up to RM 500.

4. Cancellation policy

One-off bookings cancelled more than 48 hours in advance receive a full refund; between 48 and 24 hours, 50% is retained; under 24 hours, 100% is retained. Recurring clients may pause indefinitely with seven days’ notice, no penalty. Commercial contracts follow the cancellation clauses stated in the master service agreement.

5. Access and safety

You agree to provide safe access to the property at the scheduled time. If our crew cannot enter (locked premises, no security clearance, etc.) we will wait 30 minutes, then charge a callout fee of RM 90 and reschedule. Working conditions must comply with Malaysian OSH guidelines: no live electrical hazards, no biohazards, no flammable storage in cleaning areas.

6. Scope and add-ons

The quotation describes the work covered. Anything outside that scope (e.g. carpet shampoo, oven cleaning where not pre-booked) requires written agreement and may incur additional charges. Our supervisors are empowered to refuse work that falls clearly outside the quoted scope.

7. Items not covered

Unless explicitly listed in the quotation, the following are not handled: pest control, fumigation, biohazard cleanup, exterior building façade work above the 4th storey, professional carpet shampoo, and movement of fixed cabinetry or major appliances.

8. Liability and insurance

VoxCast carries public liability insurance to RM 1,000,000 and a goods-in-care policy. Damage caused by our staff during the course of a service is covered after deduction of our standard RM 250 excess. We do not accept liability for pre-existing damage (we document this on first visit) or for damage caused by structural defects in the property.

9. Quality guarantee

Every service includes a 48-hour reclean window. If you are not satisfied, notify us within 48 hours of completion with photographs of the issue and we will return the same crew to make it right. No refunds are issued in lieu of recleaning unless we fail to attend within 7 days.

10. Conduct

Our crews work under a written code of conduct: shoes off, voices low, no photography of your property, no use of personal mobile phones inside client premises. We expect mutual courtesy and the right to withdraw the crew safely if working conditions become hostile or unsafe.

11. Confidentiality

Any information observed during the course of a service — including personal items, documents, conversations — is treated as confidential. NDAs can be signed on request, and are standard for commercial contracts.

12. Governing law

These terms are governed by the laws of Malaysia. Any dispute will be addressed first through good-faith negotiation, then through mediation at the Asian International Arbitration Centre (AIAC), Kuala Lumpur.

13. Contact

For questions on these terms, contact [email protected] or call +60 3-2161 8845.