Refund Policy

• •All bookings must be paid in full at the time of booking via our secure payment gateway (CHIP).
• •Accepted payment methods include credit card, debit card, and online banking (FPX) through CHIP.
• •Prices are displayed in Malaysian Ringgit (RM) and are inclusive of all applicable fees.
• •A booking is only confirmed once payment has been successfully processed. Unpaid bookings are automatically cancelled.
• •You will receive a digital receipt via the platform immediately after payment is confirmed.

You may cancel a confirmed booking at any time before the service starts. The refund amount depends on how far in advance you cancel:

In addition to cancellations, you may be eligible for a full or partial refund in the following situations:

• •Cleaner no-show — If your assigned cleaner does not arrive and we are unable to send a replacement within a reasonable time, you will receive a full refund.
• •Service not rendered — If the cleaning service was not performed due to circumstances on our end, a full refund will be issued.
• •Quality dispute — If the service quality was significantly below the described standard, please contact our support team within 24 hours of service completion with evidence (photos). We will investigate and may offer a partial refund or complimentary re-clean at our discretion.
• •Duplicate payment — If you were charged more than once for the same booking, the excess amount will be refunded immediately upon verification.

Refunds will not be issued in the following circumstances:

• •The service was completed as described, and dissatisfaction is based on personal preference rather than a service failure.
• •Cancellation was made within 2 hours of the scheduled service time or after the cleaner had already arrived.
• •The customer was unreachable or denied access to the property, preventing the service from being performed.
• •Any third-party costs or damages claimed to be caused by the cleaning — these must be reported immediately and handled through our dispute process.

• •Approved refunds are processed back to the original payment method used at the time of booking.
• •Processing time is typically 5 – 10 business days, depending on your bank or card issuer.
• •You will receive an email notification once the refund has been initiated on our end.
• •TheBersih does not charge any administrative fee for processing refunds.

To request a refund, please follow these steps:

1. 1 Log in to your account and navigate to My Bookings.
2. 2 Select the relevant booking and tap Cancel Booking (if the service has not yet occurred and the refund window is open).
3. 3 For quality disputes or special circumstances, contact us directly at support@thebersih.com within 24 hours of the service, providing your booking reference and any relevant photos or details.
4. 4 Our support team will review and respond within 2 business days.

If you are not satisfied with our response to a refund request, you may escalate the matter by writing to us at support@thebersih.com with the subject line “Refund Dispute — [Booking Reference]”. We will escalate your case to our management team and aim to resolve it within 5 business days. This Refund Policy is governed by the laws of Malaysia.