Cancellation & Refund Policy

Last updated: 4 June 2026 · Effective: 4 June 2026

1. Overview

This Cancellation & Refund Policy explains how cancellations, rescheduling, and refunds work for services booked through ServisYou, operated by Cluster Integration Sdn Bhd 202601018292 (1680389-A) ("we", "us", "our"). It applies to all bookings made and paid for at www.servisyou.com. By making a booking, you agree to this policy together with our Terms of Service.

Payment for all services is made upfront at the time of booking via senangPay, a Malaysian payment service provider authorised by Bank Negara Malaysia. Accepted methods include DuitNow QR, FPX online banking, and Visa/Mastercard credit and debit cards.

2. Cancelling or rescheduling before your appointment

You may cancel or reschedule your booking at any time before the appointment. The refund you receive depends on how much notice you give, measured from your scheduled appointment start time:

Notice given before appointment	Refund	Reschedule
48 hours or more	100% full refund	Free reschedule
24 to 48 hours	50% refund	Free reschedule (no refund needed if you reschedule instead)
Less than 24 hours	No refund	One reschedule may be offered at our discretion, subject to partner availability

You may reschedule a booking up to two times. To cancel or reschedule, contact us via WhatsApp at +60 17-799 2122 or email hello@servisyou.com, quoting your booking reference.

Genuine emergencies. If you must cancel at short notice due to a medical or family emergency, contact us — we will waive the cancellation charge on a first occurrence at our reasonable discretion.

3. If we cancel

If we or our assigned partner cannot attend your appointment (for example, partner unavailability or unsafe weather), we will offer you a free reschedule or a 100% full refund, whichever you prefer. You will not be charged any fee where we cancel.

4. Issues found on arrival

Our partners carry out a short pre-work check before starting. In two situations, the booking may not proceed as originally placed:

Situation	Your options
A fault is found that needs diagnosis first (e.g. error codes, refrigerant leak, electrical damage) and cleaning alone would not be appropriate	Convert the booking to Troubleshooting at no extra charge, or cancel. If you cancel, a RM 50.00 Diagnostic Visit Fee is retained to cover the partner's call-out, and the balance is refunded.
The work cannot be carried out safely as booked (e.g. unsafe height, external-wall access without proper equipment, or access is denied on the day)	Reschedule with proper access arranged at no charge, or cancel. If you cancel, a RM 50.00 Diagnostic Visit Fee is retained and the balance is refunded.

The Diagnostic Visit Fee applies only where a partner has been dispatched and attended your premises. It does not apply to cancellations made in advance under Section 2.

5. After your service — 7-day satisfaction guarantee

If you are not satisfied with a completed service, contact us within 7 calendar days of the service date. We will arrange a full refund — no questions asked. This guarantee covers the quality and outcome of the work performed.

6. Workmanship rectification

Separately from the satisfaction guarantee, if a defect attributable to our partner's workmanship appears after service, we will rectify it free of charge within the applicable period below, measured from the service date:

Service	Rectification period
Standard Cleaning	14 days
Chemical Wash	30 days
Troubleshooting & Repair	30 days
Installation	90 days
Dismantling	14 days

Rectification covers the original workmanship only. It does not cover new or unrelated faults, normal wear and tear, or issues caused by misuse, third-party work, or pre-existing conditions of the unit.

7. How to request a cancellation or refund

Refund and cancellation requests can be submitted via:

• WhatsApp: +60 17-799 2122
• Email: hello@servisyou.com

Please include your booking reference, the name and phone number used to book, and a brief reason for the request. We respond during operating hours, Monday to Saturday, 10am to 6pm (MYT).

8. Refund method and processing time

Approved refunds are processed back to the original payment method used at booking, via senangPay. We do not issue refunds in cash or to a different account.

Refunds are processed within 5 to 10 working days from the date the refund is approved. Working days are Monday to Friday, excluding Selangor and Federal Territory of Kuala Lumpur public holidays. The time for funds to appear in your account afterwards depends on your bank or card issuer.

You will receive a confirmation by email once your refund has been processed.

9. What is not refundable

• The RM 50.00 Diagnostic Visit Fee, where a partner has attended and you choose to cancel under Section 4.
• Bookings cancelled less than 24 hours before the appointment (see Section 2).
• Services already completed to a satisfactory standard and outside the 7-day satisfaction guarantee window.
• Additional work, parts, or materials separately requested by you and supplied with your agreement.

10. Events beyond our control

We are not liable for delays or cancellations caused by events beyond our reasonable control, including severe weather, flooding, fire, utility outages, government orders, or public emergencies. Where such an event prevents your service, we will offer a free reschedule or a full refund.

11. Payment disputes and chargebacks

If you believe you have been charged in error, please contact us first — most issues are resolved quickly. In the event of a payment chargeback, ServisYou reserves the right to provide the issuing bank or payment provider with evidence of the booking and service, including booking records and communications.

12. Governing law and contact

This policy is governed by the laws of Malaysia. It should be read together with our Terms of Service and Privacy Notice. We may update this policy from time to time; the version published at www.servisyou.com/refund-policy.html with the latest effective date applies.