These terms govern the provision of cleaning services by MentorVault Services Sdn. Bhd. (Reg. No. 202401067342 (1583920-V)) ("MentorVault", "we") to the client named in a booking ("you"). By confirming a booking you accept these terms.
1. Quotes and Bookings
Quotes are prepared from the information you provide, or from an on-site assessment for larger jobs. A quote confirmed in writing (including by message) is fixed for the agreed scope: we will not increase it mid-job. If, on arrival, the actual condition or scope differs materially from what was described, we will discuss and agree any revision with you before starting work — never after.
2. Access and Working Conditions
You agree to provide access to the premises at the booked time, along with working electricity and water. If our crew cannot access the property within 30 minutes of the appointment, the visit may be treated as a late cancellation under clause 6. Please secure valuables and inform us of any fragile items, faulty fittings or surfaces requiring special care before work begins.
3. Our Service Guarantee
Every job concludes with a walkthrough against the agreed checklist. If any checklist item does not meet the agreed standard, tell us during the walkthrough or within 24 hours and we will re-clean the affected area free of charge. The guarantee covers the agreed scope only; it does not extend to areas excluded from the quote or to soiling that occurs after our crew leaves.
4. Liability and Insurance
Our work is insured. If our crew damages your property, we will repair or compensate the item's reasonable value, provided the damage is reported within 48 hours of the visit. We are not liable for pre-existing damage, wear consistent with age, or damage arising from defects we were not told about (for example, loose fittings or unstable furniture). Nothing in these terms limits liability that cannot be limited under Malaysian law.
5. Pricing and Payment
Payment is due on completion of the job unless credit terms have been agreed in writing (commercial contracts). We accept bank transfer and major e-wallets. Subscription plans are billed per visit at the discounted rate and may be paused or cancelled with 7 days' notice.
6. Cancellations and Rescheduling
You may reschedule or cancel free of charge up to 24 hours before the appointment. Cancellations within 24 hours, or failed access under clause 2, incur a fee of 50% of the booked price to cover committed crew time. We may reschedule for safety reasons (for example, severe weather affecting exterior work) at no cost to you, with as much notice as possible.
7. Staff
You agree not to directly engage any MentorVault crew member for private cleaning work within 6 months of their last visit to your premises, other than through us. Our people are the business.
8. Complaints and Disputes
Raise any issue first with your coordinator at [email protected] or +60 3-2181 4437; most matters are resolved within two business days. These terms are governed by the laws of Malaysia, and the courts of Malaysia have jurisdiction over any dispute that cannot be resolved amicably.
9. Changes
We may update these terms from time to time. The version in force when you confirm a booking is the version that applies to that booking.