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Return & Refund Policy

Last updated 14 March 2026.

FinEdge Pristine Sdn. Bhd. delivers a service, not a physical product, so the conventional concept of "returning" does not directly apply. The principle behind this policy is simpler: if a Visit falls short of the agreed standard, we make it right, and we offer a credit or refund where a redo is not practical.

1. Our service correction guarantee

If, within 48 hours of a completed Visit, you identify items on the agreed checklist that were missed or completed below the standard demonstrated on previous Visits, we will return at no charge to address them. This applies to residential maintenance, deep cleans, post-renovation, and office routines.

To trigger this, send a message via WhatsApp or email to [email protected] with photos of the affected zones and a brief description. We will respond within one working day with a proposed redo slot, typically inside the same week.

2. When a refund applies

A monetary refund is offered when:

• A redo Visit is not practical due to travel, change of property, or your scheduling constraints.
• A scheduled Visit was cancelled by FinEdge for operational reasons and rescheduling is unsuitable.
• Pre-paid subscription credits are returned because the customer is relocating outside our service area.
• A clear breach of the agreed checklist cannot be remedied through additional work.

3. Refund quantum

Refunds for one-off Visits are calculated as a pro-rata share of the affected zones, capped at 100% of the Visit fee. Refunds for subscriptions are issued for any unused, pre-paid Visits. We do not refund Visits already delivered to the agreed standard, even if circumstances change retroactively.

4. Refund method and timing

Refunds are processed to the original payment method within 14 working days of approval. For cash payments, refunds are issued by bank transfer to a Malaysian account in the same name as the original payer. We do not offer cash refunds at our office.

5. Items not eligible

The following are outside the refund policy:

• Cosmetic preferences that fall outside the agreed checklist (e.g. you preferred a different folding style for towels).
• Pre-existing surface conditions disclosed in the Proposal, such as set-in stains or scaled glass.
• Issues raised more than 48 hours after the Visit, unless caused by a hidden defect from our work.
• Claims supported only by verbal description, without any photo or video evidence.

6. Damage claims

Accidental damage to property is handled under the Damage and Liability clause in our Terms & Conditions, not under this refund policy. We log the incident immediately, file a report with our insurer, and provide a status update within five working days.

7. Dispute resolution

If a refund claim is declined and you disagree with the outcome:

1. You may request a review by our quality lead, Lim Choong Yi, within seven days of the decision.
2. If still unresolved, both parties agree to attempt mediation under the Asian International Arbitration Centre rules.
3. As a final step, either party may bring the matter before the courts of Kuala Lumpur in line with our governing law.

8. Goodwill credits

In addition to formal refunds, FinEdge may issue goodwill credits at its discretion. These are non-transferable, do not expire for 12 months, and can be applied to any future booking on the same customer account.

9. Contact

To raise a service correction or refund claim, write to [email protected] with the subject line "Service correction" or "Refund claim" so it is routed to the right coordinator. Phone enquiries are welcome at +60 3-2789 4180 during business hours.