Customer FAQs

General FAQs

Booking Payment

Cleaning Services

Cancellation Policy

Booking Process

Issues with Cleaner

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How do I make a booking?

You can make a booking on the web, or with our customer experience team via Whatsapp. We’ll collect a few personal details – your phone number, your address (so a cleaner is able to find your home), and your payment information (because cash is so last century). After that, we’ll send a confirmation email as soon as possible.To get a quote, simply start making a booking. Once we know some details about your needs, we’ll show you the price. Keep in mind that bookings carry a two hour minimum.

On web

  1. Select Book A Cleaner
  2. Pick the type of service you want to schedule from the dropdown
  3. Enter details about your booking as prompted (location, duration, etc.)
  4. Leave instructions to your cleaner about which rooms are most important to you and any specific needs for your home

How are bookings priced?

Our services are priced hourly at RM30. Each booking has to be a minimum of two hours. If you add extra services (interior windows, refrigerator cleaning, etc.), extra time will be added to your total. To get an estimate, start making a booking and select the service you want.

Do I need to be home to supervise the cleaner(s)?

Whether or not you’re home during your appointment is totally up to you! If something important comes up in the middle of an appointment, just let the cleaner know where she can hide the key after cleaning is done, or better yet – if you have a doorman! Or, feel free to stick around during the appointment. Whatever you’re most comfortable with is fine. In any case, please don’t forget about your appointments. We’ll remind you with a text message, but if your cleaner can’t get in the door or if you aren’t home when you said you would be, you’ll be charged with a Customer No-show Fee.

Are your cleaners trustworthy?

chua Cleaning Services connects you to a vast network of top-rated cleaners. All of the cleaners working with us are independent service cleaners that have been background-checked for quality, reliability, and customer satisfaction. However, to avoid potential issues or misunderstandings, we advise you to:

  1. Remove any fragile or valuable items to a safe place
  2. Inform the cleaner to avoid cleaning that area
  3. Do a bag check of your cleaner before and after the cleaning session

Hours of operation

We know you’re busy, so the hours available on the platform are as wide as
possible. Cleaners can arrive as early at 8 a.m. or finish as late as 10 p.m.

Where does Chua Cleaning Services work?

Made4U is available in major cities in Klang Valley, and we’re always expanding.

Whatsapp our live chat agents at 6 018 – 9745 169 or just drop us a Facebook message on our facebook page and we can advise you if we cover your location.

How are customers matched with cleaners?

Our platform helps connect independent service cleaners with customers who are looking for a better way to book home cleaning services. Win win.

When you make a booking, we share it with the network of cleaners using our platform, and they’re able to claim the bookings that suit their preferences. If you find a cleaner you really love, let our customer experience team know on Whatsapp, so she gets priority access to your bookings.

Who is responsible for the cleaning tools and detergents?

The house owner is required to provide the cleaning tools and detergents.

What cleaning tools and detergents should I prepare?

As Made4U does not provide cleaning supplies, the house owner will have to
prepare them for the cleaning session. The basic tools and detergents would
be:

• Mop & Bucket
• Broom & Dustpan / Vacuum Cleaner
• Cloths
• Window wiper
• Duster
• Toilet brush
• Sponge
• Ladder (if necessary)
• Floor cleaner
• Multi-purpose cleaner
• Toilet cleaner
• Bleach / Zip (for scrubbing toilet tiles)

Can I request that the cleaner bring cleaning materials?

Yes you can, surcharge of RM30 will be applied for each cleaner. Please take note that they couldn’t bring ladder/ vacuum because most of them are travel with motorcycle.

How do I adjust my booking hours?

Does your cleaner need more time than expected to complete the cleaning? If that’s the case, and you approve, let our customer experience team know so they’ll be able to adjust the hours for you. Please note that our bookings are subject to a two hour minimum.

How do I rate my cleaner? Can I change my rating?

After your booking is complete, we’ll prompt you to rate your cleaner. Unfortunately, you can’t go back and change your mind once you’ve submitted the rating form, but if there’s a problem you need to report, get in touch with our live chat agents and we’ll get it fixed.

I have an emergency! How do I cancel?

Unfortunately, skipping or rescheduling at the last minute can cause your cleaner to lose valuable work. When you need to skip a booking within 6 working hours of the scheduled start time or already in-progress, please understand that you will still be charged 100%.

If you still wish to skip, please WhatsApp us.

In the future, you can skip or reschedule a booking with at least 12 working hours notice for free.

To read our full cancellation policy

I will be home late! Can the cleaner wait for me?

Unfortunately no. ☹
When cleaner arrives on time for appointment but not the customer, cleaner will not stay in late for the time spent waiting – this is mainly because our cleaners have to catch up with their schedules and waiting will cause them to run late for other appointments

How do I make payment?

Our website integrate online payment gateway with KiplePay. After submit your booking request you can pay with your credit or debit card or online banking account to confirm your booking slot.

How can I request for an invoice?

You can WhatsApp us or email okayokay237@gmail.com with your request. Please include your booking details (booking date and time, location, phone number used to make the booking). We will provide your invoice as soon as possible.

Need more info about a “Customer No-Show” fee

A “Customer No-Show” charge happens when a cleaner arrives at your home, but is unable to contact you. We know you lead a busy lifestyle, and your schedule can change on a dime, but if the cleaner is unable to complete the appointment, she ends up losing valuable work and spending time and money on transportation.

If you thought your booking was cancelled, or there’s some other confusion, please contact us on Whatsapp.

What type of services do you provide?

At the moment, we provide these services:

• Basic Cleaning
• Office Cleaning
• Ironing & Folding Service
• Move In/Out Cleaning
• Post-renovation Cleaning

What’s included in a basic cleaning service?

Bedroom, Living Room & Common Areas
• Dust all accessible surfaces
• Wipe down all mirrors & glass fixtures
• Sweep/Vacuum, and mop all floor surfaces
• Take out garbage and recycling
Bathroom Cleaning
• Wash and scrub the toilet, shower, tub and sink
• Dust all accessible surfaces
• Wipe down all mirrors and glass fixtures
• Clean all floor surfaces
• Take out garbage and recycling
Kitchen Cleaning
• Dust all accessible surfaces
• Wash sink
• Clean all floor surfaces
• Take out garbage and recycling

Extras
For a deeper clean, consider adding one or more cleaning extras. Most cleaning extras add one half hour of time and cost to your booking.
• Inside cabinets
• Inside fridge
• Inside oven
• Interior windows

What’s included in an office cleaning service?

Common Areas
Common Areas
• Dust all accessible surfaces
• Wipe down all mirrors & glass fixtures
• Sweep/Vacuum all carpets and mats
• Mop all hard floor surfaces
• Take out garbage and recycling
Office Areas
• Dust all accessible surfaces of desks, chairs, and other furnitures
• Wipe down all mirrors and glass fixtures
• Clean all floor surfaces
• Take out garbage and recycling
Kitchen/Break Room & Bathroom Cleaning
• Dust all accessible surfaces
• Wash and scrub toilet and sink
• Stock toilet tissue, facial tissue and hand soap
• Clean all floor surfaces
• Take out garbage and recycling
Extras
For a deeper clean, consider adding one or more cleaning extras. Most cleaning extras add one half hour of time and cost to your booking.
• Inside cabinets
• Inside fridge
• Interior windows

What’s included in an ironing & folding service?

• Can be scheduled separately from your regular house cleaning
• We charge the same hourly rate (RM 25 per hour)

What’s included in a move in/out cleaning service?

Bedroom, Living Room & Common Areas
• Clean walls, shelves and doors
• Dust all accessible surfaces
• Dust baseboards, window sills and shelves
• Dust blinds and wipe down all mirrors & glass fixtures
• Sweep/Vacuum, and mop all floor surfaces
• Take out garbage and recycling

Bathroom Cleaning
• Wash and scrub the toilet, shower, tub and sink
• Dust all accessible surfaces
• Clean cabinets and drawers inside out
• Wipe countertops
• Wipe down all mirrors and glass fixtures
• Clean all floor surfaces
• Take out garbage and recycling

Kitchen Cleaning
• Dust all accessible surfaces
• Clean cabinets and drawers inside out
• Clean sinks and hardware
• Clean all floor surfaces
• Take out garbage and recycling

Cleaning Supplies Needed
• Vacuum
• Rubber gloves
• Duster
• Rages
• Mop/Broom
• Sponge
• Bucket
• Putty Knife
• Painters Putty
• Carpet Cleaner
• Over Cleaner
• Soap
• Bleach
• Window Cleaner
• Paper Towels
• Magic Eraser

What’s included in a post-renovation service?

Bedroom, Living Room & Common Areas
• Dust all accessible surfaces
• Dust cobwebs, ceiling fan blades
• Wipe down all blinds, walls, mirrors & glass fixtures
• Sweep/Vacuum, and mop all floor surfaces
• Take our garbage and recycling

Bathroom Cleaning
• Dust all accessible surfaces
• Dust cobwebs
• Wipe down walls and cabinet facings
• Wash and scrub the toilet, shower, tub and sink
• Wipe down all mirrors and glass fixtures
• Clean all floor surfaces

Kitchen Cleaning
• Dust all accessible surfaces
• Dust cobwebs, ceiling fan blades
• Wipe down all blinds, walls, mirrors & glass fixtures
• Wipe down kitchen cabinet facings
• Sweep/Vacuum, and mop all floor surfaces
• Clean counter tops and sinks
• Take out garbage and recycling

What is the cancellation policy?

We know schedules can change quickly, but rescheduling or skipping a booking with short notice causes a cleaner to lose valuable work. ☹ Therefore, fees apply when bookings are cancelled or rescheduled within 12 working hours of your booking’s start time.

Booking Cancellation Policy
TypeDescriptionFee
Short notice cancellation fee

Cancel or reschedule 12 – 6 working hours before appointment 

Cancel or reschedule less than 6 working hours before appointment

(Made4u working hour: 7am-5pm daily)

RM30 of total booking fee
forfeitedUnable to refund (100% of total booking fee forfeited)
Customer no-show feeOur cleaner arrives for a scheduled booking,
but they’re unable to gain entry or get started		Unable to refund (100% of total booking fee forfeited)
Maid Cancellation Policy
TypeDescriptionFee
Short notice cancellation feeCleaner no show and we’re unable to find a replacement cleaner.Reschedule with us! soonest slot available for today
/or/ you can choose to reschedule /or/ we will 100% refund to you.
Note:
  • You may cancel your booking by informing our live chat agents.
  • Facebook message/comment will not be considered as cancellation notice.
  • Rescheduling is considered as cancellation. Fees will be applied.

Reschedule a booking

Something come up? No worries. We’re flexible. Feel free to cancel or reschedule any booking, for free, as long as you notify us at least 12 hours in advance. Later than that, and there is a fee, which is passed on to the cleaner.

To reschedule a booking, just contact our live chat agents and they’ll get the arrangements sorted.

Can I make a booking on short-notice?

Yes, you can! However, do pay in mind that if you book on short-notice, there may be no available slots with our cleaners to fulfil your request. We suggest that you book soonest possible to avoid disappointments.

How do I book a regularly scheduled cleaning?

To book a regularly scheduled cleaning, choose the weekly cleaning option when placing a booking. Or, contact our live chat agents on WhatsApp.

My cleaner is late

We expect the cleaners using our platform to provide the highest level of service, and at the core of that is reliability. Your cleaner will arrive as close to your chosen start time as they are able.Please allow 10 to 15 minutes after your appointment is scheduled begin, before reporting lateness.

We know you may not have time to wait and apologize for the inconvenience. They will make up the time, completing the hours you booked.

My cleaner left early

Did the cleaner finish the job to your satisfaction in record time? If that’s the case, you can adjust the hours by contacting our live chat agent and explaining the situation to them.

Please note that our bookings are subject to a two hour minimum. If the cleaner left the job unfinished, please be sure to let our live chat agents know.

My cleaner never arrived

You should never have to deal with uncertainty around your booking experience, and we sincerely apologise for this.

You can contact our customer experience team on Whatsapp, and we’ll respond to urgent issues like this within minutes. We’ll also try our best to find another replacement maid.

Again, our apologies. We hope you’ll give us a chance to make this right.

Unsatisfactory service

We’re sorry to hear that your cleaning service did not live up to your expectations. We do our best to train each of our cleaners on how to satisfy our customers’ demands and needs. Please be sure to rate your cleaner, so that we won’t match you with them again. If you’d like, you can also reach out to our live chat agents to explain the issues in detail.

Something is damaged or missing

Your trust is one of our highest priorities, and we apologies for any incidents. Please send us the details of the issue to our customer experience team on Whatsapp. Please be sure to include a detailed description of what happened. We’ll then review the information you provide and get back to you as quick as we can. To avoid potential issues or misunderstandings, we advise you to:

  1. Remove any fragile or valuable items to a safe place
  2. Inform the cleaner to avoid cleaning that area
  3. Do a bag check of your cleaner before and after the cleaning session.

Please note, we request that any damaged or missing item claimed be reported within 24 hours of the service’s completion.

*Kindly reported to our customer services directly, our team will response to you within 24 hours.

cancel or reschedule < 12 working hours of appointment RM30 of total booking fee forfeited

cancel or reschedule < 6 working hours of appointment 100% of total booking fee forfeited

For further details kindly refer to our “Cancellation Policy“

If there is any dissatisfaction please lodge your complaint *within 12 hours after session completed