Customer information
Frequently Asked Questions
Practical answers before you request a quotation or confirm an appointment.
When are appointments available?
Services are arranged by appointment from Monday to Sunday, including public holidays. Three days’ advance booking is recommended. Same-day and urgent requests depend on team availability.
How quickly will SANTŪR reply?
We normally aim to reply to WhatsApp enquiries within 30 minutes. Response times may be longer while teams are on active jobs or outside normal response periods.
Which areas do you cover?
Our current standard service areas are Kuching, Kota Samarahan, Petra Jaya, Matang, Samariang, Siburan and Bau. Serian is not currently covered.
Is there a minimum booking?
Yes. The minimum booking value is RM150. This qualifies for complimentary travel within our standard service areas. Parking, building-access and agreed outstation charges are paid by the customer.
How is the quotation calculated?
We consider the service type, item quantity or floor area, condition, access, location, required manpower or equipment and preferred service date. If the actual job is materially larger than the photos show, we will explain the revised scope or charge on-site before extra work proceeds.
Do I need to provide cleaning supplies?
No. The assigned team brings the supplies and equipment included in the confirmed scope.
Do I need to provide water and electricity?
Yes, please provide working water and electricity where the service requires them.
Must someone remain at home?
Yes. The customer or an authorised adult should remain on-site during the appointment to provide access and confirm any scope questions.
Will the team move furniture?
The team may move light, movable furniture where safe and agreed to ease cleaning. Heavy, fragile, built-in or unsafe items are not moved unless specifically assessed and included in the quotation.
Should I secure valuables?
Yes. Please secure cash, jewellery, documents, fragile items and other valuables before the team arrives.
How long do sofas, mattresses, carpets and curtains take to dry?
Typical drying time is about 3–4 hours with good ventilation. Thick materials, humidity, weather and limited airflow can extend the drying time.
Can I request female cleaners?
Yes. Please request this before confirmation; fulfilment is subject to available staff.
Can I book several services together?
Yes. We can coordinate multiple services in one enquiry, subject to suitable teams and schedule availability.
How can I pay?
Bank transfer and DuitNow QR are preferred. Cash and available online payment methods are accepted. Credit and debit cards are not currently accepted. No deposit is normally required; full payment is due after service, and an invoice or receipt is available.
How does the 72-hour service warranty work?
All completed services are eligible for review when a concern relating directly to the agreed scope or workmanship is reported by WhatsApp within 72 hours. Send clear photos and a description. After verification, SANTŪR may arrange an inspection, reasonable rectification or re-service where appropriate. Exclusions apply.