1. The Agreement

By confirming a booking — by phone, email, WhatsApp or our website form — you accept these terms. A booking is confirmed when we send you a written confirmation stating the date, scope and fixed price. These terms are governed by the laws of Malaysia.

2. Quotes and Pricing

Quotes are fixed and inclusive of labour, standard equipment and consumables. A quote assumes the property condition reasonably matches your description or photos. If the crew arrives to a materially different situation (for example, undisclosed construction debris or hoarding-level clutter), we will propose a revised price before starting; you may decline and pay only a call-out fee of RM 60. Quotes remain valid for 14 days.

3. Access and Utilities

You agree to provide access at the agreed time, plus working electricity and running water. If the crew cannot access the property within 30 minutes of the appointment, the visit is treated as a late cancellation under clause 6. Building or management registration requirements are your responsibility to arrange in advance.

4. Our Crew and Standards

All cleaners are employees of HostGear, background-checked and covered by public liability insurance. Crews follow a documented scope for each service type; anything outside that scope (exterior high-rise glass, pest treatment, structural mould remediation) must be agreed in writing beforehand. You are not expected to tip, supervise or assist.

5. Fragile and Valuable Items

Please secure cash, jewellery and small valuables before the visit, and point out fragile or sentimental items to the team lead. We handle everything with care, but items you identify in advance receive documented, extra-cautious handling.

6. Rescheduling and Cancellation

Free rescheduling or cancellation up to 24 hours before the appointment.
Within 24 hours: a fee of 50% of the booked price applies.
No-access on arrival (clause 3): a fee of 50% of the booked price applies.
We may reschedule for safety reasons (severe weather, building emergencies); in that case you choose a new slot or a full refund of any prepayment.

7. Complaints and Re-Cleans

Report any shortfall within 24 hours of the visit with a description and, where possible, photos. We will return to re-clean the disputed areas free of charge at the earliest mutually convenient time. Remedies beyond re-cleaning are covered by our Return & Refund Policy.

8. Liability

We are liable for damage demonstrably caused by our crew, up to the limits of our public liability cover. Claims must be reported within 48 hours of the visit. We are not liable for pre-existing damage, wear consistent with age, or damage arising from defects you did not disclose (loose fittings, unstable shelving). Nothing in these terms limits liability that cannot be limited under Malaysian law.

9. Payment

Residential visits are payable on completion by bank transfer, card or e-wallet. Commercial contracts are invoiced monthly with 14-day terms. Late commercial payments accrue interest at 1.5% per month on the outstanding balance.

10. Changes to These Terms

We may update these terms from time to time. The version in force when your booking is confirmed is the version that applies to that booking.

11. Contact

HostGear Facilities Sdn. Bhd. (Reg. No. 202301045218 (1512276-T)), 27-2, Jalan Metro Pudu 2, Fraser Business Park, 55100 Kuala Lumpur · [email protected] · +60 3-2181 4267.

Terms & Conditions