KemasGo · Customer information
Booking Terms & Conditions
Clear expectations for a smooth cleaning experience.
Operated by: Fadori Ventures
Service region: Selected areas of Klang Valley, Malaysia
Policy status: Version 2026-10-29 · effective for new acceptances from publication on 29 October 2026
1. Who we are and acceptance
KemasGo is a cleaning-service brand operated by Fadori Ventures in Malaysia. By creating or using an account, you agree to the account-related provisions of these terms. Before submitting each booking, you must separately accept these Booking Terms & Conditions and the Cancellation & Refund Policy. The Privacy Notice explains how personal information is handled. Nothing in these terms excludes mandatory consumer rights or determines a cleaner's legal employment status.
2. Service coverage and confirmation
Services are available in the published service areas, subject to suitable cleaner availability. Provide accurate contact details, property information and access instructions. Payment or a temporary slot hold alone is not confirmation of cleaner attendance. KemasGo communicates confirmation after the required assignment is accepted. If a paid booking cannot be fulfilled, you may choose a full refund or an agreed alternative. A named cleaner or replacement is not guaranteed.
3. Package scope and reasonable expectations
The selected package specifies its price, cleaner count and duration. Ordinary cleaning tasks are prioritised within that time; the package does not promise that every task, stain or condition can be resolved. Tell us your priorities and disclose delicate surfaces, existing damage and special requirements before work starts. Specialist restoration, pest removal, hazardous work, unsafe work at height and heavy lifting are excluded unless expressly agreed and safely supported. These scope limits do not excuse a failure to exercise reasonable care and skill.
4. Customer responsibilities and belongings
Provide safe access, necessary water and electricity, suitable equipment where the package requires it, and information about pets, building rules and parking. Secure cash, jewellery, documents and other valuables; identify fragile items and any areas or belongings that must not be handled. Do not ask cleaners to perform unsafe or unlawful tasks. Failure to secure an item does not automatically defeat a valid claim or excuse negligence or theft. Any customer contribution to a loss will be assessed on the facts and under applicable law.
5. Arrival, lateness and customer access
Please be available or arrange authorised access at the agreed time. If a cleaner arrives but cannot gain access, reasonable contact attempts will be made and the cleaner will wait up to 15 minutes from the agreed arrival time. Unavailable access may be treated as a customer no-show under the Cancellation & Refund Policy. If a cleaner is late, contact KemasGo; we will communicate the available options. A late arrival must not automatically reduce the booked service duration without agreement or an appropriate remedy.
6. Cleaner cancellations, no-shows and unfinished work
Report a missing cleaner or interrupted service to KemasGo promptly. We will try to contact the cleaner and, where practicable, offer a suitable replacement. You do not have to accept a materially different appointment. If no service is supplied, you may choose a full refund or a mutually agreed reschedule without a customer cancellation fee. If work is only partly completed, we will assess the missing time or work and offer appropriate completion, corrective service or a proportionate refund, subject to any greater legal entitlement. Do not mark an unfinished job as completed merely because payment was made.
7. Emergencies and events beyond reasonable control
Illness, accidents, severe weather, transport disruption and other events beyond reasonable control may affect attendance. We will take reasonable steps to notify affected customers and reduce disruption. These events do not allow KemasGo to retain payment for a service never supplied: full non-performance is handled by refund or agreed rescheduling; partial performance is assessed fairly. An ordinary staffing problem is not automatically an exceptional event. Nothing here excuses a failure to take reasonable precautions or excludes mandatory rights.
8. Payments, promotions and cancellation
Checkout shows the available payment methods and total payable. Online payments are processed by payment providers. DuitNow QR receipts require verification; uploading a receipt is not proof that funds were received. Promotions and rewards have their published eligibility conditions. The Cancellation & Refund Policy governs customer cancellations, rescheduling and no-access charges. We will disclose and obtain agreement to additional charges before they are incurred.
9. Cleaning-quality concerns
Please report a quality concern as soon as reasonably possible, preferably within 24 hours, with the booking reference and details or photographs where available. Where appropriate, allow a reasonable opportunity to inspect and correct the affected work. Depending on the issue, corrective cleaning, an appropriate partial refund or a full refund may be available. A serious failure, an unavailable remedy or an unsafe situation may justify a different remedy under law. The 24-hour request is not a forfeiture deadline and does not remove statutory remedies. Reasonable expectations take account of the agreed scope, time and property condition.
10. Accidental damage and property loss
Notify KemasGo promptly after discovering suspected damage or loss and take reasonable steps to prevent further loss. Provide available photographs, the item description, approximate age and condition, proof of ownership or value where available, and repair estimates where relevant. We will consider accounts from both parties, pre-existing condition, causation and available evidence; a complaint is not an automatic admission of liability. Where responsibility is established, an appropriate remedy may involve repair, reasonable replacement value taking condition into account, or compensation as required by law. Pre-existing damage, ordinary wear and losses unrelated to the service are not automatically payable by KemasGo. Do not incur avoidable replacement costs before assessment, except where urgent action is reasonably necessary. Lack of a purchase receipt alone does not automatically invalidate a claim.
11. Suspected theft or deliberate misconduct
Theft and deliberate misconduct are prohibited. Secure the premises and contact the police promptly if theft or another crime is suspected; contact emergency services for immediate danger. Notify KemasGo and preserve available evidence, such as relevant footage, messages and item details. A police report is helpful for investigating an alleged crime, but is not a condition for reporting a concern to us or exercising statutory rights. KemasGo will assess the report fairly and cooperate with lawful investigations. An allegation alone does not establish guilt. A cleaner may be personally accountable for their unlawful acts; this does not automatically remove any responsibility that the law places on KemasGo or Fadori Ventures. Screening cannot guarantee future conduct, and these terms do not promise insurance coverage.
12. Responsibility, claims and fair limits
Responsibility is assessed according to the cause of the loss, the evidence, each party's conduct and applicable law. A refund of the cleaning fee is not an automatic cap on a valid property-damage or other legal claim. KemasGo does not promise payment for every allegation, speculative loss or loss not caused by a breach or wrongful act for which it is legally responsible. Customers should take reasonable steps to minimise loss; the same loss cannot be recovered twice. Nothing excludes liability for negligence, fraud, deliberate wrongdoing, death or personal injury where exclusion is unlawful, or limits non-excludable consumer rights. Refunds, investigations and goodwill offers do not by themselves admit fault. KemasGo will not require a customer to abandon mandatory rights merely to receive an undisputed refund.
13. Safety and direct arrangements
A cleaner may stop unsafe or unlawful work and contact KemasGo. Charges and refunds will reflect the actual circumstances; a safety concern is not an automatic basis to keep the whole fee. Separate work or payments arranged directly with a cleaner are not part of a KemasGo booking unless KemasGo expressly accepts them. This does not exclude any responsibility imposed by law for the booked service.
14. Accounts and privacy
Keep your sign-in links and account access secure, use accurate details and notify us of suspected misuse. The Privacy Notice describes the handling of contact information, booking records and complaints. Booking acceptance records may include the policy version, server-recorded time and booking or customer reference for administration and dispute resolution. Optional marketing is not a condition of booking.
15. Complaints, governing law and updates
Contact support@kemasgo.com with your booking reference and concern. We will request only information reasonably needed to investigate and explain the outcome or next steps. Malaysian law applies. You retain access to the courts, Tribunal for Consumer Claims where eligible, police and relevant regulators; contacting us is encouraged but does not remove those rights. Version 2026-10-29 applies to new acceptances from publication. Existing confirmed bookings remain subject to their previously agreed terms unless a lawful change is agreed. If a provision is unenforceable, the remaining provisions continue so far as lawful.
Please also review our Cancellation & Refund Policy and Service Areas.
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