FAQs

How can we help you?

Make a Booking

How do I make a booking request?

Booking a service is simple with Made4u. You can make a booking request with our friendly customer service team via WhatsApp. Our team will be more than happy to assist you from there.

Yes, you can still amend your booking details up to 24 hours before your scheduled session. Just contact our customer service team via WhatsApp about the amendment. On rescheduling a session to another date, please refer to our Reschedule, Cancellation and Refund Policy.

After submitting your booking request, you will receive a message from us. Our team will proceed to find a suitable partner for your booking request. Once a cleaning partner is successfully matched, we will notify you for booking confirmation, and the partner's profile will be available on our website.

After submitting your booking request, the booking is only confirmed after it is accepted by the partner(s) who is suitable for your booking. In the event of high demand where no partners are available, you may opt for a reschedule or cancellation (Reschedule, Cancellation and Refund Policy).

You may check your booking status anytime on our website.

The minimum hours for a Standard Cleaning session is 2 hours (1 cleaning partner). You may refer to Made4u Service Types for more details about the minimum service duration and recommended hours. Please note that all sessions will be on an hourly basis only.

Yes, you may do so. We will offer your booking(s) to your preferred partner for 4 hours. If your preferred partner is unavailable for the time, your booking request will be opened to others based on your cleaning partner preferences (You may select the partner’s gender and/or nationality. We humbly request for your kind understanding if your additional preferences might take longer time to fulfill and are subject to availability).

No worries, up to 24 hours before service time, you may contact our Customer Service to amend your booking information or reschedule your booking. Depending on availability of the cleaning partners, we will proceed to find a match for your booking based on the amended information.

Kindly note that amendments within 24 hours of service time resulting in booking cancellation is considered as last minute cancellation (non-refundable). Refer to our Reschedule, Cancellation and Refund Policy.

Cleaning Service

Made4u’s 15 Cleaning Steps is a standard cleaning process that our cleaning partners are trained to do for Standard Cleaning. With these 15 steps, our cleaning partners cover the living room, bedrooms, bathrooms and kitchen.

Living room, Bedrooms, Bathrooms, Kitchen:
1.Dust and wipe external cabinet surfaces, doors, and staircase
2.Sweep / vacuum (upon request) accessible floor, carpets, and staircase
3.Mop accessible floor and staircase
4.Empty rubbish bins and throw out rubbish
5.Clean mirrors
6.Organise accessible items

Bedrooms:
7.Make bed

Kitchen:
8.Wipe & clean kitchen stove
9.Wash dirty dishes (upon request)
10.Clean kitchen sink
11.Dust & wipe kitchen appliance (microwave, oven, fridge) surfaces

Bathrooms:
12.Clean bathroom wall
13.Clean basin and toilet bowl
14.Clean bathroom floor
15.Clean shower area / bathtub

This Made4u’s 15 Cleaning Steps apply to all cleaning services. Additional steps can be found in different types of cleaning services. Kindly refer to the list of excluded services.

Made4u’s 25 Cleaning Steps is a standard cleaning process that our partners are trained to do for Deep Cleaning. The 25 Cleaning Steps include Made4u’s 15 Cleaning Steps, with the additional steps below:

16.Change bedsheets
17.Wipe inside fridge
18.Wipe inside cabinets / drawers
19.Wipe inside microwave / oven
20.Clean inside stove
21.Wipe ceiling fans / stand fans (must be accessible)
22.Clean porch floor
23.Clean balcony
24.Wipe windows (must be accessible)
25.Remove ceiling cobwebs (must be accessible)

Kindly refer to the list of excluded services on what’s not included in cleaning services.

Our Post Renovation Cleaning service includes Made4u’s 15 Cleaning Steps with the addition of the 5 steps below:

16. Wipe windows (must be accessible)
17. Remove ceiling cobwebs (must be accessible)
18. Clean balcony
19. Clean ceiling fans/standing fans (must be accessible)
20. Remove paint, cement, glue stains from floor/wall

Kindly refer to the list of excluded services on what’s not included in cleaning services.

Our Move-in / Move-out Cleaning service includes Made4u’s 15 Cleaning Steps with the addition of the 4 steps below:

16. Wipe windows (must be accessible)
17. Remove ceiling cobwebs (must be accessible)
18. Clean balcony
19. Clean ceiling fans/standing fans (must be accessible)

Kindly refer to the list of excluded services on what’s not included in cleaning services.

Unfortunately, gardening is not included in our cleaning services. Please note that our cleaning partners do not accept to perform the following tasks:

• Unreachable interior / exterior windows
• Clean pets / pet cages
• Clean pest infestations
• Any gardening work
• Drain washing
• Car washing
• Changing / installation of curtain
• Heavy lifting (>20kg)
• Hand washing laundry
• Water tank cleaning
• Furniture packaging & disposing
• Food preparation

While fan cleaning is not included in our Standard Cleaning, we highly recommend you to choose a Deep Cleaning session. For fan cleaning, please ensure that a functional ladder is prepared and the fan is reachable by our partners.

Cleaning tools are not provided in our cleaning services, kindly prepare the necessary cleaning supplies and tools for the cleaning partners. You may also select cleaning tools as an add-on purchase of RM 30.

If you have purchased a cleaning service without cleaning tools add-on, kindly prepare cleaning tools such as:

• Broom & dustpan
• Floor mop
• Brushes & Sponges
• Cloths & Towels
• Cleaning detergent
• Bucket
• Trash bags
• Vacuum (if applicable)
• Ladder (if applicable)
• Stain remover, scrapper & gloves (for post renovation cleaning)

If you do not have any tools in your premises, don’t worry, you can add-on cleaning tools with a surcharge of RM30 (SST excluded) for each cleaning partner. Cleaning tools provided by cleaning partner would be:

• Broom & mop
• Brushes & Sponges
• Cloths
• Cleaning detergents
• Bucket
• Stain remover (for post-renovation cleaning only)
• Scrapper (for post-renovation cleaning only)
• Gloves (for post-renovation cleaning only)
• Vacuum (upon request, extra RM20 will be charged)

Yes, if the cleaning partner has the tools and supplies ready, you will be charged for a total of RM30 (SST excluded) for each cleaning partner and the booking will proceed.

If the cleaning partner is unable to provide any cleaning supplies, resulting in booking cancellation, the booking is considered as a last minute cancellation. Refer to Reschedule, Cancellation and Refund Policy.

Yes, you may indicate a special request prior to the session, and we will match a suitable cleaning partner to attend your session. While ironing and folding is not included in our standard cleaning service to-do-list, do keep in mind that additional hours may be required. To book only ironing and folding tasks, you may request for a minimum 2 hours session with the same hourly rate as standard cleaning (RM29 per hour for 1 cleaning partner).

Yes, all of the cleaning services can be used for the office too. For your regular office cleaning, you may select our Standard Cleaning. However, please note that the cleaning steps for office cleaning might vary from the standard Made4u’s 15 Cleaning Steps. Other than Standard Cleaning, you may also select Deep Cleaning, Move-in / Move-out Cleaning, Post Renovation Cleaning or Before / After Party Cleaning for your office, depending on your needs.

Cleaning Package

Yes, schedules and number of cleaning partners per session is customizable.

Sorry, the Cleaning Packages can only be used for cleaning services (Standard and Before / After Party Cleaning). However, you will receive reward points which can be used to redeem other services once you purchase a cleaning package.

All the other services will be subject to the same Reschedule, Cancellation and Refund Policy.

Yes, each package purchased has a 1-year expiration period from the date of your first booking (exception for all customers during FMCO / MCO period).

Yes, reward points will carry a 1-year expiration period from the date of your first booking (exception for all customers during FMCO / MCO period).

All Made4u cleaning packages can be used for Standard and Before/After Party Cleaning.

Yes, you may customise each of your sessions before purchasing or you may schedule a session at a different address when making a request.

Yes, there will be no limitation on the number of packages for each account. Do note that the first-in-first out (FIFO) method will be applied.

Payment

Different payment methods are accepted to make payment fuss-free for you.

• Payment gateway
Our website is integrated with an online payment gateway. After submitting your booking request, you may proceed to pay with your credit/debit card, e-wallet or online banking account.

• Internet Banking or ATM transfer / Cash Deposit
You may make payment to M4U Services Sdn. Bhd., Maybank Account: 514879102730. Kindly send in the receipt to us via WhatsApp at +603 2935 8822 after payment is done.

You may WhatsApp us at +603 2935 8822 and let us know your booking details i.e. booking date and time, location, phone number used to make the booking. We will provide your receipt or invoice upon receiving your booking details via WhatsApp.

Reschedule, Cancellation and Refund Policy

We understand something might come up unexpectedly. Up to 24 hours before your scheduled session, a rescheduling is still possible. To avoid any disappointments, kindly inform earliest possible for any reschedules.

Note: Rescheduling a session within a 24 hour notice of service time is considered as late cancellation where the session will be forfeited (non-refundable).

To reschedule a session, kindly contact our customer service team via WhatsApp.

We understand that unforeseen changes can arise. Up to 24 hours before your scheduled session, a cancellation is still possible. To avoid any disappointments, kindly inform earliest possible for any cancellations.

Note: If you choose to cancel a confirmed session within 24 hours, it will be considered as late cancellation where the session will be forfeited (not-refundable).

To cancel a session, kindly reach out to our customer service team via WhatsApp.

Our partners have to adhere to a strict code of conduct and will be penalised for cancelling at the last minute or being absent for a scheduled session.

In the event where a partner requested to reschedule or cancel a booking, our customer service team will be in touch with you as soon as possible to arrange another cleaning partner. Alternatively, you may choose to reschedule the booking.

In the event where a Cleaning Partner is unable to attend your booking (unsuccessful match, no show or last minute cancellation), you may choose to cancel the session and receive a full refund.

For cleaning packages, note that balance unused hours are refundable (free hours, complimentary services, and reward points are non-refundable).

Upon successful verification by our customer service team, you will receive a WhatsApp message stating that your request for refund is confirmed.

We will initiate confirmed refunds via bank transfer (IBG) or credit to your credit card used. In the event of refund by bank transfer, Your refund will be processed within three (3) business days. For credit cards, the time for refund shall be subject to the bank’s processing timeline.

While amendments are allowed up to 24 hours before your scheduled session, you may remove the add-ons for your booking and we will refund you the amount of such add-on.

During Service

We seek your patience as some cleaning partners may require time to find your location. All of our cleaning partners are informed to allocate travel duration to begin each booking on time. In the event that your cleaning partner is late, he or she will have to make up the time by completing the hours you booked.

Our cleaning partners are not allowed to cancel a session within a 24 hours notice. In the event of no-show, please contact our customer service team immediately and we will assign another partner for you.

Alternatively, you may opt for a reschedule, or cancel your booking with a full refund.

Kindly inform the cleaning partner earliest possible. You may start the booking late, please note that the cleaning partner may not be able to complete the full booking hours in the event of other bookings that they need to attend.

Yes! You may do so by informing us at least 1 hour before the session ends, however it is subject to the partner’s availability. If you have balance hours, the additional hour(s) will be deducted from it. Otherwise, kindly purchase the additional hours before the session ends.

Cleaning partners have to adhere to a code of conduct and will not leave unless customers have agreed. Customers should note that the balance hour(s) is not refundable and is unable to carry forward when customers agree to end the session early.

Please note that our bookings are subject to a minimum hour depending on the service type. If there are still places you would like to clean, feel free to make another booking with us.

For sessions longer than 4 hours, the cleaning partner may request for a maximum of one hour break. The cleaning partner shall replace the time by ending the session late.

After Service

We're sorry to hear about this. Please send us your booking details within 48 hours of booking completion and we will make it right for you. Upon investigation, our customer service team shall revert to you.

For missing or damaged items, please send us the details (including a proof of ownership such as receipt or photos) within 48 hours of the booking completion. We’ll review the information you provide and get back to you as soon as possible.

Your trust is one of our highest priorities, and we apologize for any unfortunate incidents. To avoid potential issues or misunderstandings, we advise you to:
• Remove any fragile or valuable items to a safe place
• Inform the cleaning partner to avoid cleaning that area
• Do a bag check of your cleaning partner before and after the cleaning session

When it comes to cleaning, whether it’s your home or office, it can get tiring especially when you have ...