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Return & Refund Policy

Cleaning is a service, not a product, so a literal return is rarely possible. Here is how we make things right when a visit falls short.

Last updated: 12 January 2026

1. Our service guarantee

If any area in the scope of your booking is not completed to a reasonable standard, let us know within twenty-four hours of the visit. We will return at the earliest mutually convenient time to redo the affected areas at no additional cost.

2. How to raise a concern

  • Email [email protected] with the booking reference, a short description and supporting photographs.
  • Or call our office line on +60 3-2168 4400 within working hours.

Concerns raised after seventy-two hours fall outside the redo window. We will still review them in good faith, but we cannot guarantee a free redo.

3. Eligibility for refund

A monetary refund (full or partial) is considered when:

  • The crew was unable to deliver the booked service due to a fault on our side
  • The crew arrived outside the agreed window without prior notice and the visit cannot be rescheduled
  • A redo visit was offered and declined by you for valid reason, and we both agree a refund is the fairer outcome

Refunds are processed within ten working days from the date of agreement, using the original payment method where possible.

4. What is not eligible

  • Concerns raised after the seventy-two hour window
  • Issues caused by items being added to the scope after the quote was signed
  • Damage to items the crew lead flagged as fragile before starting the visit, where you asked us to proceed regardless
  • Normal wear-and-tear on fittings or fabrics

5. Subscription cancellation

Monthly subscription plans can be cancelled at any time with seven days' notice. Any unused, prepaid visits will be refunded pro-rata.

6. Dispute resolution

We will always attempt to resolve concerns directly with you first. If we cannot reach an agreement, either party may refer the matter to the Tribunal for Consumer Claims Malaysia (TTPM) or to the courts of Kuala Lumpur.

7. Contact

For anything related to this Policy, write to us at GrowStack Hygiene Sdn. Bhd., Suite 18-3A, Wisma Central, Jalan Ampang, 50450 Kuala Lumpur, Malaysia.