Casabella Group Terms & Conditions
Last Updated on 15-11-23. These Terms and Conditions are effective immediately.

By scheduling a one-time or recurring service with Casabella Group Sdn Bhd. You are agreeing to the following terms and conditions:

General policy

• CASABELLA does not provide after renovation cleaning. If any booking with after renovation cleaning without inform, we have right to cancel the booking and ask for the transportation fee.
• For move in/out cleaning, we recommend to book for our move in/out package that included tools and detergents. So that we can provide better and appropriate cleaning.

• We are not equipped to clean bug infestations, bodily fluids, or extensive grease or fire damage.  If our cleaner does not feel safe in a home or environment, they will leave.
  PLEASE NOTE: If we are not able to clean the entire space due to the conditions, you will still be responsible for the full cost of the cleaning. 

• When the cleaners enter the house kindly instruct her for the first visit cleaning.
• We recommend that you are present at the home. So, you can give the cleaner instructions and access to your house.
• Our Cleaners are well-trained in General House Cleaning it depends on Customer to Customer how they want the Cleaners to customize their own way for cleaning.
• Kindly check the work of the cleaner half an hour before the time ends.
• We cover almost every house task. Only the list below.
  – No lifting items heavier than 20kg
  – No cleaning of areas outside normal reach
  – No dangerous climbing without ladder
  – No pets shower or cleaning especially dogs
  – No hand wash service for clothing and shoes 
  – No car washing or polishing
  – No cooking
  – No child minding/baby-sitting
  – No Driving of any vehicles
  – If ironing the clothes, kindly inform customer service for the arrangement. Additional RM30 will be charged. (Customer has to bear on any damages on clothes if without proper ironing instruction given to our cleaner).
• We will do our absolute best to be on time but due to traffic conditions or weather. We can sometimes be delayed by 20 – 30 minutes. Your cleaning session will start only when the cleaner arrived.
• If a customer is late or delayed the time, kindly notify customer service. The time will still count once the cleaner reach your doorstep.
• We recommend customers finish the cleaning within the time booking. After 10 min delayed, we have extra charges for that.
• We only provide manpower for this price, not include any cleaning tools and detergents. Extra charges RM30 for tools per trip. Ladder not included in charges. (not included Move In/Out and Spring cleaning)

Rescheduling and cancellation policy

• We require at least 48-hour notice for reschedules or cancellations.
• If you cancel with less than 48 hours’ notice, and your cleaning is not rescheduled within a week, you will be charged the full anticipated cost of your scheduled cleaning, without exception. Timely notice enables us to schedule another cleaning session and ensure our employees’ full work schedules.
• Exceptions may be made for emergencies and/or illnesses. Frequent cancellations, even for emergency or illness, may still be charged the cancellation fee.
• For all company-initiated schedule changes due to holidays or extreme weather conditions, we will make every attempt to reschedule as close to your regular scheduled cleaning date as possible.
• After booking confirm, you will receive a confirmation message or booking confirmation from us. If not kindly ask from customer service. Any appointment with no confirmation message, will not be made.

Breakage and damage policy

• If asked to dust/clean the inside of cabinets or hutches, start laundry, wash dishes, clean small computer equipment, antiques or collections, or to use your equipment (e.g Vacuum or Iron). You agree to hold harmless and/or release from liability Casabella Group Sdn Bhd and/or any of its employees responsible for any damage or breakage to any article or component.
• We will make every effort not to break items, but accidents do happen. We have limited liability protection for replacement or repair. Identical replacement will be attempted but not guaranteed. It is for this reason that we avoid cleaning requests for irreplaceable or sentimental valuable items.
• Damage must be reported to our customer service by phone or WhatsApp within 2 working days of service or Casabella Group Sdn Bhd may not be held liable.
• If you are dissatisfied with a portion of your cleaning, let us know within 24 hours and a crew will be sent back to your home to touch up that area, must be allowed to come back within 3 working days from the original cleaning. We are not able to offer cash refunds or discounts for poor quality on the original price.
• To avoid potential issues or misunderstandings, we highly advise keeping your valuables such as jewelry, cash and expensive gadgets in a safe place and doing a bag check before or after the cleaning session. The company or cleaner will not be responsible for any loss or damage from the accidents that occurred.
• Casabella Group Sdn Bhd cannot be responsible for damage due to faulty and/or improper installation, lack of maintenance, or general wear and tear of any items.

Payment Options and Policies

• We offer many ways to pay for our service.
• Cash Term preferred. Kindly pay cash to Cleaner after cleaning done.
• We also offer convenience of Touch and go or DuitNow payments. No deposit is required. Payment transfer within cleaning in progress.
• No refund claims will be given once cleaning service has been carried out. If for any reason customer is dissatisfied with any aspect they must be notify customer service within 24 hours and this will be rectified.
• Refund will be issued if a cleaner does not attend a cleaning session, payment for which has been already received by Casabella.
• Kindly Book Only if you Agree to All the Terms and Conditions Above