Version: 1.0
Effective Date: 14 September 2026
Last Updated: 14 September 2026
These Customer Terms of Service ("Terms") govern your access to and use of the website, mobile application, booking platform, and services provided under the Clean on Demand brand. Clean on Demand is operated by XLEAN PTE. LTD. (formerly Facility Management Pte. Ltd.), UEN: 201904184C. NEA Licence No.: NEA261189/4184C/C2/N02, currently pending name update with NEA ("Company", "we", "our", or "us").
By accessing our website or mobile application, creating an account, making a booking as a Guest or Registered User, or using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms.
These Terms apply to all customers booking services within Singapore unless otherwise stated.
Our services are intended for individuals aged 18 and above. By using our services, you confirm that you are at least 18 years old.
We provide housekeeping and cleaning-related services, including but not limited to: Residential Cleaning, Office Cleaning, Spring Cleaning, Deep Cleaning, Moving In / Out Cleaning, Renovation Cleaning, Post-Tenancy Cleaning, Disinfection Services, Curtain Cleaning (subject to the special terms in Section 11), Kitchen Appliance Cleaning, Air Conditioner Cleaning, Sofa & Upholstery Cleaning, Mattress Cleaning, Floor Cleaning, and other services made available through the platform.
The specific scope of work, pricing, service inclusions, exclusions, availability, and add-ons will be shown during the booking process or confirmed through a quotation before the booking is completed.
Cleaning tools and supplies are not included by default; customers are generally expected to provide their own. Customers who prefer not to may add 'Cleaning Supplies and Tools' as a paid add-on during booking.
Additional charges may apply for extra requests, special conditions, urgent service, difficult access, or work outside the original booking scope. These charges reflect changes to the confirmed scope of work and are not hidden fees.
• 2.1. Bookings may be made through our website, mobile application, customer support channels, or other approved booking channels.
• 2.2. The applicable service fee, payment method, and payment terms will be displayed or communicated before the booking is confirmed.
• 2.3. All prices are stated in Singapore Dollars (SGD) unless otherwise specified.
• 2.4. Failure to complete payment may result in the booking not being confirmed or being cancelled.
• 2.5. Applicable taxes or government charges may be applied where required by law.
• 2.6. Payment is generally required before the service is provided. For bookings made by phone or WhatsApp, payment arrangements may be advised separately by our team.
• 3.1. All bookings are subject to availability and acceptance.
• 3.2. Once a booking has been accepted, a booking confirmation may be issued through email, the mobile application, WhatsApp, or other approved communication channels.
• 3.3. A booking confirmation confirms that your booking has been successfully received and accepted by the Company. It does not mean that a specific housekeeper has been assigned or has accepted the booking. Housekeeper assignment remains subject to operational scheduling and availability.
• 3.4. Service schedules are subject to operational availability. We may adjust, postpone, or reschedule appointments where necessary due to operational requirements, safety concerns, access issues, or unforeseen circumstances.
• 3.5. Customers will be notified of significant schedule changes where reasonably possible.
Customers agree to:
• 4.1. Provide accurate booking information.
• 4.2. Provide safe and reasonable access to the service location at the scheduled appointment time.
• 4.3. Ensure water and electricity are available unless otherwise agreed.
• 4.4. Secure valuables, cash, jewellery, confidential documents, fragile items, and personal belongings before the service begins.
• 4.5. Inform us of hazards, restricted access, pets, building rules, parking requirements, special instructions, or site conditions that may affect the service.
• 4.6. Ensure that the service area is reasonably accessible for the assigned housekeeper or housekeeping team.
Failure to provide access, safe working conditions, or required information may result in additional charges, rescheduling, cancellation, or refusal of service.
• 5.1. Customers may request to cancel or reschedule a booking.
• 5.2. Cancellations or rescheduling requests made more than 24 hours before the scheduled appointment time may be made without a cancellation fee. Where a refund applies, the customer is generally eligible for a full refund, subject to payment gateway and administrative processing conditions.
• 5.3. Cancellations or rescheduling requests made within 24 hours of the scheduled appointment time are subject to a cancellation fee of 50% of the total booking value. This fee is a flat rate and does not vary depending on how close to the appointment time the request is made. Where a refund applies, the customer will generally be eligible for a 50% refund of the booking amount, in accordance with Section 13 (Refund Policy). This is because manpower planning, transport, collection/delivery arrangements, and operational preparation may already have been made.
• 5.4. Rescheduling requests made within 24 hours of the scheduled appointment time may also be subject to the fee referenced in Section 5.3. Such requests will be reviewed on a case-by-case basis depending on availability and the extent of operational preparation already undertaken.
• 5.5. Customer no-shows, failed access, or late access will be assessed on a case-by-case basis. Where a housekeeper has already been assigned, has travelled to the service location, or has arrived, the booking may be partially or fully forfeited depending on the circumstances. No-show, failed access, or late access situations are not automatically eligible for the 50% refund described in Section 5.3.
• 5.6. Customers are expected to provide access to the service location at the scheduled appointment time. Where the assigned housekeeper is unable to access the premises due to customer delay, unavailable access, or other customer-related reasons, the housekeeper will wait for up to 15 minutes unless otherwise approved by the Company. After the waiting period, the booking may be treated as a failed access or no-show and handled in accordance with Section 5.5.
• 5.7. We reserve the right to cancel, postpone, or reschedule bookings due to operational requirements, health and safety concerns, severe weather, manpower issues, access problems, or unforeseen circumstances.
• 6.1. Services are performed by trained housekeepers or housekeeping teams managed under Clean on Demand standards.
• 6.2. If you are dissatisfied with the completed service, you must notify us within 12 hours after service completion with reasonable supporting evidence such as photos or videos.
• 6.3. We will review the concern based on the confirmed service scope, booking details, housekeeper report, job condition, and supporting evidence.
• 6.4. Where appropriate, we may offer a partial reclean, re-service, service credit, rescheduling, or another reasonable resolution at our discretion.
• 6.5. Recleaning does not cover areas outside the confirmed service scope, new dirt created after service completion, permanent stains, old marks, rust, mould requiring specialist treatment, wear and tear, pre-existing damage, inaccessible areas, or issues reported after 12 hours.
• 7.1. We are not responsible for pre-existing damage, normal wear and tear, manufacturer defects, improper installation, weak fixtures, old materials, or deterioration caused by age or previous maintenance issues.
• 7.2. Customers are responsible for securing valuable, fragile, confidential, or important items before service begins.
• 7.3. To the maximum extent permitted by applicable law, our total liability for any claim arising from a booking shall not exceed the total amount paid for the affected booking.
• 7.4. We shall not be liable for indirect, incidental, consequential, special, or loss-of-use damages.
• 7.5. Any claim must be supported by reasonable evidence and submitted within the applicable reporting period.
• 8.1. Customers must disclose any known hazards, unsafe conditions, infectious disease concerns, pest issues, mould issues, restricted areas, aggressive pets, or circumstances that may affect the safety of our housekeepers.
• 8.2. We reserve the right to refuse, suspend, or modify any service where health or safety risks are identified.
• 8.3. Our housekeepers may refuse to perform unsafe tasks, outside the confirmed scope, or require specialist handling.
We collect, use, disclose, and protect personal information in accordance with our Privacy Policy and applicable Singapore data protection requirements. By using our services, you consent to our collection and use of your information as described in our Privacy Policy.
These Terms shall be governed by and construed in accordance with the laws of Singapore. Any disputes arising from these Terms shall be subject to the courts of Singapore, unless otherwise required by applicable law.
• 11.1. Curtain cleaning is an off-site service where curtains may be collected, cleaned, and returned.
• 11.2. Curtain cleaning is deemed to have commenced once the curtains have been collected from the customer premises.
• 11.3. Cancellation after collection may not be permitted, and payments made may be non-refundable.
• 11.4. Natural fabric risks, including shrinkage, fading, distortion, discolouration, tearing, or changes in texture, may occur depending on fabric type, age, condition, and previous treatment.
• 11.5. Complete stain removal cannot be guaranteed and depends on the stain type, fabric type, curtain age, and condition.
• 11.6. Additional charges may apply for curtains over 3 metres in height, oversized curtains, excessive soiling, special fabric treatment, difficult access, additional collection/delivery attempts, or special handling requirements.
• 11.7. Free collection and delivery are included for curtain cleaning orders. Free dismantling and installation are also included for curtains up to 3 metres in height, subject to site accessibility, curtain condition, and safety requirements. Curtains exceeding 3 metres may require additional manpower and additional charges may apply.
Neither party shall be liable for any delay or failure to perform its obligations under these Terms where such delay or failure is caused by events beyond its reasonable control, including but not limited to natural disasters, government restrictions, pandemics, transport disruptions, severe weather, labour disputes, utility failures, or other force majeure events.
We may revise these Terms from time to time. Any updated version will be published on our website or mobile application and will become effective on the stated effective date. Continued use of our services after the updated Terms become effective constitutes acceptance of the revised Terms.
Refunds may be considered in the following situations:
• Cancellations made more than 24 hours before the scheduled appointment time, which are generally eligible for a full refund in accordance with Section 5.2, subject to payment gateway and administrative processing conditions.
• Cancellations made within 24 hours of the scheduled appointment time, which are generally eligible for a 50% refund in accordance with Section 5.3.
• Duplicate payments.
• Booking cancelled by Clean on Demand.
• Service could not be provided due to operational failure.
• Verified service complaints where re-service is not reasonably possible.
Refunds are reviewed case by case.
Refunds for customer no-shows, failed access, or late access are not automatic and will be assessed on a case-by-case basis. Where a housekeeper has already been assigned, has travelled to the service location, or has arrived, the booking may be partially or fully forfeited. These situations are handled separately from Section 13.1 and are not automatically eligible for the 50% refund applicable to standard late cancellations.
Refunds will not be provided where:
• The service has been completed according to the confirmed booking.
• The complaint is submitted after the 12-hour reporting period.
• The complaint lacks reasonable evidence, or the issue is outside the confirmed service scope.
Before issuing a refund, we may, where appropriate, offer one or more of the following: Re-service; Service credits; or Rescheduling.
Approved refunds are generally processed within seven (7) to twenty-one (21) business days depending on the original payment method.
Refunds will normally be issued to the original payment method unless otherwise agreed.
Refunds will be processed in Singapore Dollars (SGD). Any currency conversion charges imposed by financial institutions remain the responsibility of the customer unless otherwise required by law.
Clean on Demand is operated by XLEAN PTE. LTD. (formerly Facility Management Pte. Ltd.)
UEN: 201904184C
NEA Licence No.: NEA261189/4184C/C2/N02 (pending name update with NEA)
301 Boon Keng Road, #01-05, Extra Space Boon Keng, Singapore 339779
Email: hello@cleanondemand.com
Phone / WhatsApp: +65 8251 5555
By accessing our platform, creating an account, making a booking as a Guest or Registered User, or using any Clean on Demand service, you acknowledge that you have read, understood, and agree to be bound by these Customer Terms of Service.