Frequently asked questions

Who are your cleaners? Are they local or foreign cleaners?

Our cleaners are In-House cleaners who have undergone a thorough vetting process. Our staff comprise of local Malaysians and foreigners from Indonesia and the Philippines. You will be able to see their basic profile from our booking page and select someone that you prefer.



What's the best way for me to contact Chamberlain?

The best way to talk to us is whatsapp, you may press the whatsapp button on right bottom of the screen to initiate the chat.

Alternatively, you may email us at hello@chamberlain.my



What type of services you provide?



What's included in a standard basic home cleaning service?

Basic Cleaning Checklist:

Bedroom, Living Room & Common Areas

  • Dust and wipe all accessible surfaces
  • Arrange items in the room
  • Vacuum and mop all floor surfaces

Bathrooms

  • Wash the toilet, shower and sink
  • Dust all accessible surfaces
  • Clean all floor surfaces

Kitchen

  • Dust all accessible surfaces
  • Empty sink and wash dirty dishes
  • Wipe down exterior of stove, oven and fridge
  • Clean all floor surfaces



What's included in a standard move-in/out or post-renovation home cleaning service?

<h5 class="font_5">Move-in Cleaning, post-reno Cleaning, is considered as deep cleaning, it not only covers the job task regular cleaning does, but it further reaches the deep grime and dirt in your home. Because the workload is more intense compare to regular cleaning, it will need at least 2 personnel to perform the task.</h5> <h5 class="font_5">It covers areas which aren’t traditionally covered by a regular or spring clean for example:</h5>

  • behind kitchen appliances like the washing machine and oven, cutting through the grime that builds up
  • under the sink
  • inside the oven including the oven door glass
  • inside of window frames and patio doors
  • inside and outside of all windows (reachable)
  • washing blinds
  • full and deep dusting including all the corners of rooms for cobwebs
scale removal from all bathroom tiles, kitchen tiles, taps, shower heads etc



How much do your services cost?

Basic cleaning: Our rates are RM90 for 3 hours and RM99 for 4 hours (might subject to SST)

Move-in cleaning: Our rates are based on the size of your house. Please refer to the pricing page for the rates.



What if i want to order more? Do you have promotional package?

yes we do have! plesae contact our customer service (whatsapp) to get the latest promotion!



What if i want only 1 or 2 hours of cleaning service?

You may take our RM90 slot for 1 or 2 hours of cleaning, and state your preffered starting time in the remark (if you want another time instead of 9am or 2pm)



Is the cleaning neccesarily starting from 9am or 2pm?

For 4 hours of cleaning, yes we have only 9am and 2pm slot. For lesser than 4 hours you may state your preffered starting time in the "remark" column, but please be aware that cleaner will need to leave latest at 1pm (for morning slot) and 6pm (for afternoon slot)



Do you cover my area?

We are currently only covering Kuala Lumpur Area



Are cleaning tools and supplies covered by Chamberlain Cleaning? What is included?

Yes we do provide basic tools (but not vaccuum, please prepare your own vaccuum for more efficient cleaning)

Cleaning Tools

  • Mop & Bucket
  • Sweep
  • Broom & Dustpan / Vacuum Cleaner
  • Cloth
  • Toilet brush

Cleaning Supplies

  • Floor cleaner
  • Multi-purpose cleaner
  • Toilet Cleaner



What is your Satisfaction Guarantee?

If you are not satisfied with the job (not applies to move-in, spring cleaning, post renovation cleaning), please let us know and we will investigate and compensate you accordingly. Do not worry, your satisfaction is our top priority.

You may make the complaint via whatsapp and attach with picture within 24 hours after your cleaning session.



What is your rescheduling and cancellation policy?

Please take note of our cancellation and rescheduling policy below.

2 days before

Full Refund (with 3% transaction charges)

Within 2 days of the cleaning date

75% Refund

On the same day

No refund

  1. You may cancel you booking by informing us via whatsapp.
  2. Facebook message/comment will not be considered as cancellation notice.
  3. Rescheduling is considered as cancellation. Refund will be provided and a new booking will need to be made.



When should I book?

We suggest thay you book soonest possible to avoid disappointments. The later you make your booking, the higher chance that may be no available cleaners to fulfil your request.



Can I make a booking on short-notice?

Yes, you can.

Kindly be notified that, if you book on short-notice, there may be no available slots with our cleaners to fulfill your request. We suggest that you book soonest possible to avoid disappointments.



How do I make my payment?

You can make the payment whenever you place the booking. You can choose to pay via credit card or debit card, which is our only option for now (others are coming soon). For packages you may direct trasnfer into our account, kindly contact customer service. Please make your payment soonest before the cleaning session to secure your session.



How can I request for an invoice?

For website booking customer, you will receive the invoice once you have palced the booking in your email.

For other cleaning services, you may contact our customer service or email us with your request. Please include your booking details (booking no, date, email used to make the booking). We will provide your invoice within a week.



Can I feel comfortable making payment through Chamberlain's portal?

Yes! Chamberlain Cleaning handles all billing through industry-leading payment technology provided by Stripe and Kiple



How do I know that my booking is successful?

the booking is successful as long as you are able to make the payment.



What should I do after my booking? How do I know if a cleaner will be coming?

Once your booking has been received by us, you can just sit back and relax. You will receive the update from us within 24 hours and say hello to a clean home!



How do I notify Chamberlain Cleaning should I have special requests? (e.g Can I request for 2 cleaners? or male cleaner? Can the cleaner iron my clothes?)

Yes, you can. Special request can me stated in the remark column.

If you are requesting for 2 cleaners, you just need to make the same booking twice (make sure 2 cleaners are available at the same time slot) if you are looking for 2 cleaners to come at the same time. Fees will be charged accordingly.



How do I inform Chamberlain of any information? (E.g I have 3 dogs at home that will be caged during the cleaning session)

You can may mention these in the remark session whenever you make a booking



How do I reschedule my booking?

Up to 48 hours before your booking (FOC), there will be charges if its requested within 48 hours before the cleaning session.


Kindly contact our customer service to make the reschedule. Kindly be noted, we are unable to guarantee that you will get the same cleaner as he/she may have other jobs.



Can I pay by cash, after the session is completed?

We only accept online payment via credit card or debit card (other payment method are coming soon). We do not accept cash.

All payment must be made from the website.

Certain bookings (post renovation cleaning, spring cleaning, move in/move out cleaning) may only require deposit to be paid and the remaining can be paid in cash after the session.



What should I do if my cleaner is late?

Due to the unpredictable weather and traffic in Malaysia, the cleaner can sometimes be 30 minutes late. We try our best to ensure your cleaner arrives on time. In the rare case that your cleaner is late, please contact our customer service (whatsapp) for the update.



Do I have to be at home during the cleaning?

You Dont need to, but we do recommend that you are present at the home so you can give the cleaner instructions and access to your house.



Can I trust my Chamberlain's house cleaner?

Yes! Our Cleaners are all in-house cleaners who have been background-checked for quality, reliability, and customer satisfaction. However, to avoid potential issues or misunderstandings, we advise you to:

  1. Remove any fragile or valuable items to a safe place
  2. Inform the cleaner to avoid cleaning that area
  3. Do a bag check of your cleaner before and after the cleaning session



What should I do if something is damaged/missing?

We pride ourselves on the reliability of our cleaning partners and the quality of service they provide. Most all of our bookings go smoothly, but in the rare case that something goes wrong, please contact our customer service via email or whatsapp (9AM - 5PM daily, within 24 hours after your cleaning session) and we'll help you resolve the issue immediately.

To avoid potential issues or misunderstandings, we advise you to keep your valuables such as jewellery, cash and expensive gadgets in a safe place and do a bag check of your home cleaner before and after the cleaning session.



Can I request the same cleaner to come?

Yes, if you are happy with the cleaner, you may book the same cleaner to come on next session, just find the available slot in the booking page



How do I rate my cleaning experience and cleaner?

After your cleaning session, you may give us your feedback via whatsapp, we value your satisfaction and opinion very much, do include your suggestion on how to improve cleaner’s service in the feedback as well if possible, thanks!