Last updated: 14 February 2026. This policy applies to all cleaning services delivered by Bayleaf Domestic Care Sdn Bhd.
1. Why a cleaning service rarely needs a "return"
Cleaning is a service, not a tangible product. Returns in the conventional sense do not apply. What can happen is that a customer is not satisfied with the standard of a visit. This policy describes how we put that right.
2. The 48-hour window
If you are not satisfied with a Bayleaf visit, please contact us within 48 hours of the visit. Email [email protected] with photographs and a description of the issue, or call the office on +60 3-2722 4488.
We respond within one working day. Your case is escalated to the supervisor who scheduled the visit. They will either return personally or send a senior cleaner.
3. What happens next
- No-charge revisit (most common). We send a crew to address the specific items raised. There is no charge for this visit. The original invoice stands.
- Partial refund. If the revisit cannot reasonably address the issue (for example, you are travelling and cannot be there in time), we refund the portion of the original invoice that relates to the disputed work. The refund lands within 7 working days.
- Full refund. In rare cases where the entire visit was unsatisfactory, we issue a full refund for the visit. The full refund lands within 10 working days.
4. What is outside the policy
- Set-in stains on upholstery, carpets and mattresses. We give a realistic forecast before each visit. If we have told you a stain might not lift, and it does not lift, the policy does not apply.
- Damage caused by you or third parties between the end of our visit and your inspection.
- General wear-and-tear or pre-existing issues unrelated to our work.
- Requests outside the agreed scope of the visit. We will quote separately for these.
5. Damage and breakage
Damage to your property caused by our crew is handled under the liability provisions of our terms & conditions, not under this refund policy. Damage claims do not affect the visit fee.
6. Cancelled visits
Cancellation fees are described in our terms & conditions. They are not subject to refund except in the case of demonstrable Bayleaf error (for example, the crew did not arrive at the agreed time and access was missed as a result).
7. Recurring service agreements
If you wish to end a recurring agreement, please give us 30 calendar days' notice in writing. We do not pro-rate refunds for partial months during the notice period. The final invoice will reflect any visits actually delivered.
8. Booking deposits
Some larger engagements (post-renovation visits over RM 1,000, commercial onboarding) require a 30 percent deposit. The deposit is refundable in full up to 7 calendar days before the agreed visit. After that, the deposit is non-refundable but is held as credit against a rescheduled visit within 60 days.
9. Disputes that cannot be resolved directly
If we cannot reach agreement, refer to the dispute resolution clause of our terms & conditions. The AIAC consumer mediation programme is the standard first step.
10. How to reach us
The fastest route is email to [email protected], marked Refund in the subject line. By phone, our office is reachable on +60 3-2722 4488 during the hours listed on the contact page.