Cancellation charges at a glance
| When you cancel | Charge | Refund |
|---|---|---|
| 24 hours or more before | No charge | 100% of amount paid |
| Less than 24 hours, but at least 6 hours before | RM30 | Amount paid minus RM30 |
| Less than 6 hours before | 50% of amount paid | Remaining 50% |
| Customer no-show / no access | Up to 100%, depending on circumstances | Any remaining balance |
1. Purpose
KemasGo aims to provide reasonable flexibility when plans change while recognising cleaner commitments, travel arrangements and operational costs.
2. Cancellation charges
Cancellation notice is measured from when KemasGo receives the customer's cancellation request until the scheduled cleaning start time.
Charges are calculated using the amount actually paid after discounts, except for the fixed RM30 charge. A cancellation fee will never exceed the amount paid.
3. Rescheduling
At least 24 hours before cleaning: one free rescheduling is permitted, subject to cleaner and appointment availability.
Less than 24 hours before cleaning: rescheduling requires KemasGo approval. A fee of up to RM30 may apply where reasonable operational costs or cleaner commitments have been incurred. Any applicable charge will be explained before the customer agrees.
Further rescheduling requests may be treated as a cancellation and new booking, with any charges disclosed before proceeding.
4. Customer no-show or inaccessible property
If a cleaner arrives at the agreed property and cannot gain access, the cleaner or KemasGo will make reasonable attempts to contact the customer.
The cleaner will wait up to 15 minutes from the agreed arrival time, provided the cleaner has arrived. If access remains unavailable, the booking may be treated as a no-show.
A charge of up to 100% of the amount paid may apply, depending on the circumstances and reasonable costs incurred. Any remaining refundable amount will be returned to the customer.
5. Cleaner cancellation, lateness, no-show or unfinished service
If a cleaner cancels, does not arrive or cannot continue, contact KemasGo promptly. We will try to contact the cleaner and arrange a suitable replacement where practicable. If no service is supplied, you may choose a full refund or free rescheduling to a mutually agreed available appointment; no customer cancellation fee applies. You need not accept a materially different appointment. If a cleaner is late, we will discuss preserving the booked duration or another appropriate remedy. If the job is partly completed, we will assess the missing work or time and offer appropriate completion, corrective service or a proportionate refund, without restricting any greater legal entitlement.
6. Refund processing
KemasGo aims to initiate approved refunds within five business days after approval and verification of any necessary payment details.
Refunds will ordinarily be made through the original payment method where supported. DuitNow refunds may require verification of payment and refund destination. The time for refunded funds to appear depends on the bank or payment provider.
7. Cleaning-quality concerns
Customers are encouraged to report cleaning-quality concerns within 24 hours after completion, with relevant details and photographs where reasonably available.
KemasGo will assess complaints individually and may offer corrective cleaning, a partial refund or a full refund where appropriate. This reporting window does not restrict statutory rights or remedies.
8. Exceptional circumstances
KemasGo may waive or reduce customer cancellation charges for genuine emergencies, considered fairly case by case. Illness, accidents, severe weather or other events beyond reasonable control may also disrupt cleaner attendance. We will take reasonable steps to notify affected customers and reduce disruption. These events do not remove the refund or agreed-rescheduling options for service never supplied, or appropriate remedies for partial service.
9. How to request cancellation or rescheduling
Contact KemasGo through the official support contact details published on kemasgo.com. Include your booking reference, scheduled appointment date and requested change.
The time KemasGo receives your request will normally determine the applicable notice period. Customer self-service cancellation and rescheduling are not yet available on the website.
10. Consumer rights
This policy is subject to Malaysian law. Nothing excludes non-excludable statutory rights, compensation or other remedies. A cleaning-fee refund is not automatically a cap on a separate valid damage or loss claim. See the Booking Terms for damage, loss and suspected theft. Previously confirmed bookings retain their agreed terms; this version applies to new acceptances from publication.