1. About these terms
These Terms & Conditions apply when you enquire about, book or receive a cleaning or related service coordinated under the SANTUR brand. By confirming a booking, you agree to the quotation, service scope and these terms.
2. In-house and partner services
Depending on the service type, location, equipment and availability, work may be carried out by SANTUR’s in-house team or by a reliable independent service partner coordinated by SANTUR. We remain your central contact for enquiries, quotations and booking coordination.
3. Quotations and scope
Quotations are based on the service type, quantity or floor area, condition, access, location, manpower, equipment, preferred date, measurements, photos and site information provided by the customer. A quotation covers only the stated items and work. If the actual condition, quantity, access or required method differs materially, we will explain any revised scope or charge before additional work proceeds.
4. Booking and payment
A booking is confirmed only after SANTŪR accepts the requested date and the customer confirms the quotation. Three days’ advance booking is recommended; same-day and urgent requests are subject to availability. No deposit is normally required. Bank transfer and DuitNow QR are preferred, available online payment methods and cash are accepted, and credit or debit cards are not currently accepted. Unless otherwise agreed, full payment is due when the service is completed. An invoice or receipt is available.
5. Access and utilities
The customer or an authorised adult should remain on-site and must provide safe and reasonable access to the service area, along with working water and electricity where required. Parking, building-management approval, lift booking, access passes and similar arrangements are the customer’s responsibility unless agreed otherwise.
6. Customer responsibilities
Please secure cash, jewellery, documents and other valuables; keep children and pets safely away from work areas; disclose fragile items, existing damage, pest activity, hazardous substances and special material-care requirements; and provide accurate information about the job. Our team may move light, movable furniture where safe and agreed. Heavy, fragile, built-in or unsafe items are not moved unless specifically assessed and included in the quotation.
7. Minimum booking and travel charges
A minimum booking value of RM150 applies. Bookings meeting this minimum qualify for complimentary travel within SANTŪR’s standard service areas: Kuching, Kota Samarahan, Petra Jaya, Matang, Samariang, Siburan and Bau. Parking, restricted-access, special transport and agreed outstation charges may be added where applicable.
8. Results and service limitations
Cleaning results depend on material, condition, age, wear, prior treatment and the type of stain or contamination. We will use reasonable care and suitable methods, but complete stain, odour, discolouration or damage removal cannot be guaranteed. Normal wear, permanent staining and pre-existing damage are not service defects.
9. Rescheduling and cancellation
Please notify us as early as possible if you need to change or cancel an appointment. Any deposit treatment, dispatch charge or cancellation fee will apply only when it was communicated as part of the confirmed booking. We may reschedule work where safety, weather, access, equipment failure or circumstances outside reasonable control make the service impractical.
10. 72-hour service warranty
All completed services, including partner-fulfilled services, are eligible for review when a concern relating directly to the agreed service scope or workmanship is reported to SANTŪR through WhatsApp within 72 hours of completion. The customer must include clear photos and a description so the concern can be verified. Where appropriate, SANTŪR may arrange an inspection, reasonable rectification or re-service. The available remedy is determined according to the verified concern and does not automatically provide a cash refund.
The warranty does not cover new stains or re-soiling after completion; permanent stains, odours or discolouration; pre-existing damage or wear; disclosed service limitations; inaccessible or undisclosed areas; customer misuse; weather-related changes; mechanical, electrical or spare-part faults; repair or diagnostic issues; or claims submitted after 72 hours.
11. Property condition and liability
SANTUR and assigned service providers will use reasonable care. We are not responsible for loss or damage caused by undisclosed defects, fragile or unsuitable materials, pre-existing wear, loose fittings, unstable surfaces, customer instructions contrary to our advice, or events beyond reasonable control. Nothing in these terms excludes rights or liability that cannot lawfully be excluded.
12. Photos and communication
Photos sent for quotation are used to assess the job and coordinate service. Before-and-after images taken during a service are for records and quality review. We will request permission before using identifiable customer or property images for marketing.
13. Governing law
These terms are governed by the laws of Malaysia. We encourage customers to contact us first so that concerns can be reviewed fairly and promptly.
14. Contact
For questions about these terms, contact SANTUR through WhatsApp at +60 18-285 6756.