Terms & Conditions
These Terms & Conditions apply to services provided by Borneo United Enterprise Sdn Bhd (βthe Companyβ). By making a booking, placing an order or engaging with our services, the customer acknowledges and agrees to the applicable Terms & Conditions below.
1. General Terms
1. 1 Booking
All bookings are subject to availability and are confirmed once the required booking information and, where applicable, deposit or payment have been received.
1. 2 Service Scope
The service provided will be based on the scope, frequency, duration and other details agreed upon at the time of booking.
Customers are responsible for providing accurate information about their requirements so that we can allocate the appropriate team, equipment and resources.
Any requests outside the agreed scope of service may be accommodated where possible and may be subject to additional charges. Where reasonably practicable, we will inform the customer of any additional charges before proceeding.
2. Cancellations & Rescheduling
We understand that plans can change. To help us manage our schedules and allocate our teams effectively, we kindly request that customers provide at least 48 hours' notice for cancellations or rescheduling.
Cancellations made at least 48 hours before the scheduled service will be eligible for a refund of the deposit, subject to any applicable promotional or service-specific terms, such as where the deposit was specifically paid to secure a time-sensitive discount or promotional offer.
Deposits will not be refunded for cancellations made less than 48 hours before the scheduled service, unless otherwise agreed by the Company.
Refunds will be processed through CDM (via Baiduri Bank) and may be subject to the processing time of the payment provider.
Rescheduling requests are welcome. Rescheduled service times are subject to availability.
Certain services, particularly rental, delivery or specially arranged services, may be subject to additional cancellation terms. Where applicable, these terms will be communicated to the customer at the time of booking.
3. Customer Responsibilities
Customers are responsible for providing accurate information relevant to the service, including the service location, access instructions, requested service areas and any special requirements.
Customers should also inform our team in advance of:
Areas or rooms that should not be accessed.
Valuable, fragile or delicate items requiring special care.
Surfaces or materials requiring specific cleaning methods.
Known hazards or conditions that may affect the safety of our staff.
Access restrictions, security procedures or parking arrangements.
Any other information that may reasonably affect the delivery of the service.
Where necessary, customers should secure valuable or fragile belongings before our team arrives.
4. Access to Premises
Customers are responsible for ensuring that our team can access the premises at the agreed time.
Where our team is unable to access the premises, or access is significantly delayed due to circumstances within the customer's control, the available service time may be affected. Additional waiting time or other charges may apply where applicable.
For services requiring access to external areas, equipment, utilities or designated treatment areas, customers are responsible for ensuring that the necessary access and facilities are available.
5. Payments & Deposits
For one-off services, a 50% deposit is required to confirm and secure the booking, unless otherwise stated at the time of quotation.
The remaining balance is payable upon completion of the service, unless different payment terms have been agreed in advance.
The deposit is refundable for cancellations made at least 48 hours before the scheduled service, subject to any applicable promotional or service-specific terms.
For services involving special arrangements, rental equipment, delivery, or other advance commitments, different deposit or payment requirements may apply. These will be communicated to the customer at the time of quotation or booking.
Customers are responsible for making payment according to the agreed payment terms.
5. 1 Additional Charges
Additional charges may apply where there are changes to the agreed scope, additional services, extended service time, additional rental periods, special requirements, or other costs arising from circumstances outside the original booking.
Where reasonably practicable, customers will be informed of any additional charges before the additional work or service is carried out.
6. Service Delays & Circumstances Beyond Our Control
We will make reasonable efforts to provide services at the scheduled time. However, delays or changes may occasionally occur due to circumstances beyond our reasonable control, including severe weather, traffic conditions, equipment issues, site conditions, emergencies or other unforeseen circumstances.
Where this occurs, we will make reasonable efforts to inform the customer and arrange an alternative service time where appropriate.
7. Damage, Loss & Pre-existing Conditions
Our team will exercise reasonable care while carrying out the agreed services.
Customers should inform us of any pre-existing damage, fragile items or conditions that may be affected by the service before work begins.
We cannot be responsible for damage resulting from pre-existing defects, inadequate construction, improper installation, normal wear and tear, unstable materials or conditions that were not reasonably apparent to our team.
Any concerns regarding damage or loss should be reported to us as soon as reasonably possible so that the matter can be reviewed.
8. Right to Decline or Stop a Service
We reserve the right to decline, suspend or stop a service where conditions present a significant safety risk to our staff, the customer, the public or property.
This may include hazardous materials, unsafe working conditions, aggressive animals, inaccessible areas or other circumstances that could not reasonably have been anticipated at the time of booking.
Where possible, we will discuss alternative arrangements with the customer.
9. Amendments to Terms & Conditions
We reserve the right to update these Terms & Conditions from time to time.
The Terms & Conditions applicable to a booking will generally be those in effect at the time the booking is confirmed, unless otherwise agreed.
By confirming a booking, placing an order or engaging our services, the customer acknowledges that they have read and agreed to the applicable Terms & Conditions.