Customer Terms and Conditions

These Customer Terms and Conditions apply when Sinar Saredah accepts items, linen, garments, shoes, toys, curtains, carpets, upholstery, commercial fabrics, or other cleaning requests from a customer.

They apply together with quotations, invoices, branch notices, written service confirmations, our Returns Policy, Privacy Policy, and Terms and Services.

Customers must give accurate information about the item and requested service before handover. We may rely on the information given by the customer when choosing the cleaning method.

We generally follow care-label guidance where practical. If a care label is missing, unclear, incorrect, damaged, or unsuitable for the item condition, we may use professional judgment or ask for customer approval before continuing.

Some items may be accepted at the customer's risk if the requested service conflicts with the care label or if the item has known cleaning risks.

Cleaning can improve many items, but it cannot guarantee full stain removal or restoration to a new condition. Some marks, odours, shrinkage, dye movement, yellowing, texture changes, peeling, and fabric weakness may be permanent or may appear only after cleaning.

Sinar Saredah is not responsible for pre-existing defects, hidden damage, weak fabric, manufacturing defects, colour fastness issues, poor previous repairs, prior chemical use, or damage caused by customer storage, wear, sunlight, moisture, pests, mould, or age.

Customer items may be counted, tagged, weighed, photographed, bagged, or recorded for operational purposes. The customer should check the receipt, invoice, or service record promptly and raise any mismatch as soon as possible.

For commercial and bulk laundry, the final count, weight, item type, service category, and charge may be confirmed after branch inspection.

Pickup and delivery are subject to branch availability, route coverage, access, customer communication, payment status, and operating capacity. Estimated timing is not a guarantee unless confirmed in writing.

Customers must ensure safe access, correct address details, reachable phone numbers, and a responsible person for handover where needed.

Payment may be required before processing, before delivery, or before item release. Commercial customers must follow agreed credit terms or invoice terms.

We may hold items, pause service, decline further orders, or delay delivery where payment is overdue, disputed without reasonable basis, or incomplete.

Customers should collect items promptly after notification. If items remain uncollected, we may continue contacting the customer using the details provided and may apply storage or handling limits where reasonable.

We are not responsible for deterioration, odour, creasing, moisture, pest exposure, or storage-related changes caused by delayed collection after reasonable notice.

Customers must report service concerns within 7 days of collection or delivery and before the item is worn, used, washed, altered, repaired, discarded, or sent to another cleaner.

We may ask to inspect the item, review branch records, compare photos, and offer a reclean or another practical remedy where appropriate.

Hotels, restaurants, Airbnb hosts, institutions, offices, industrial sites, and other commercial customers should maintain enough spare stock for peak periods, late checkout, weather delays, public holidays, transport delays, and unexpected item rejection.

Commercial service scopes may include separate written terms for pickup windows, item categories, minimum orders, recurring schedules, contamination handling, access rules, billing cycles, and service reporting.

Any liability is limited to the specific item and service involved, subject to applicable Malaysian law and the evidence available. We are not responsible for indirect loss, lost profit, replacement rental cost, event disruption, emotional distress, or business interruption.

Nothing in these terms removes rights that cannot be excluded under applicable law.

For customer service questions, order concerns, or terms clarification, contact Sinar Saredah through our Contact Us page or email sinarsaredahkch@gmail.com.