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Using IPIQA

Terms of Service

Last updated 28 September 2026

These terms apply when you use the IPIQA website (ipiqa.com), the IPIQA app, or the IPIQA Hygienist app. They are an agreement between you and IPIQA Holdings Sdn Bhd ("IPIQA", "we", "us"). Please read them with our Privacy Policy, which explains how we handle your information.

1. What IPIQA does

IPIQA connects customers who need cleaning with independent cleaners, and handles the booking and the payment. Our cleaners are independent service providers, not IPIQA employees. Each cleaner has accepted our Freelance Cleaner Service Agreement, which sets out how they must work in your home.

2. Which terms apply

  • These terms apply to everyone who uses the website or either app.
  • Service terms. Each service has its own terms, shown in the app before you book. They cover what is included, cancelling, payment and what happens if something goes wrong. You accept them when you confirm a booking.
  • Cleaners. If you work through the IPIQA Hygienist app, the Freelance Cleaner Service Agreement you accept in that app also applies to you. Where it says something different from these terms, the agreement wins.

3. Your account

  • You must be 18 or older to create an account.
  • Use your full legal name, as on your identity card. It is the name the other side of a booking sees, so it must match the person at the door.
  • Keep your details accurate, including your phone number and email, so we can reach you about your bookings.
  • Keep your password to yourself. You are responsible for what is done through your account. If you think someone else has used it, tell us straight away.
  • One account per person.

4. Booking

A booking is a request until a cleaner accepts it. The price, what is included, and the cancelling rules are shown before you confirm. Services marked "coming soon" cannot be booked yet. For some services we give you a quote first instead of a fixed price.

5. Paying

  • You pay after the clean, in the app, within the payment window shown there. We never ask for payment before the visit.
  • Prices are in Malaysian Ringgit and include service tax (SST) where it applies.
  • Pay IPIQA only, through the app. Do not pay a cleaner directly, and do not offer or agree to a job outside the app. Cleaners are not allowed to ask you for money.
  • If a booking stays unpaid, we may pause your account until it is settled and take steps to recover the amount.

6. Points and rewards

Paid cleans earn points, which set your tier and can be exchanged for rewards. The rates and rewards are shown in the app and may change. Points and rewards have no cash value, cannot be transferred, and end if your account is closed. A reward must be used within the time shown.

7. How to behave

Everyone using IPIQA agrees to:

  • treat customers, cleaners and our staff with respect, in person, in messages and in ratings;
  • give honest ratings and reports;
  • not harass, threaten or discriminate against anyone;
  • not use the website or apps to break the law, to send spam, or to try to get into accounts or systems that are not yours;
  • not copy, scrape or resell anything from the website or apps.

We may remove content, pause or close an account that breaks these rules, or that puts someone's safety or property at risk.

8. Messages, photos and ratings

You can message the other side of a booking in the app. Cleaners take a photo at the door when they arrive and a photo of the finished work; both are shared with the customer and kept as the record of the visit. Anything you send us, such as a photo for a quote, you allow us to use to handle your request.

9. Help Centre

The Help Centre in the app answers common questions automatically. Its answers are a guide. If an answer is wrong or unclear, the booking, the service terms and our staff are the final word. Tap Customer service to reach a person.

10. Our responsibility

We take reasonable care to run the website and apps well, but we cannot promise they will always be available or free of errors. What we do if a clean falls short, or something is damaged, is set out in the service terms for that booking.

We are not responsible for loss we could not reasonably have foreseen, or for loss caused by something outside our reasonable control. Nothing in these terms takes away your rights under the Consumer Protection Act 1999 or any other right that cannot lawfully be removed.

11. Closing your account

You can delete your customer account in the app, from your account details, once none of your bookings are still open. Cleaners can ask the office to close their account at any time. What we keep after an account is closed, and why, is set out in the Privacy Policy.

We may close an account under section 7.

12. The website

The website, its text, images and the IPIQA name and logo belong to IPIQA. You may view and share pages for personal use. The contact form is for questions about our services; we reply to the email or phone number you give.

13. Changes to these terms

We may update these terms. The date at the top shows when they last changed. If a change affects you in a significant way, we let you know before it applies. Bookings already confirmed stay under the terms that applied when you booked.

14. Law

These terms are governed by the laws of Malaysia. If we cannot settle a problem with you directly, the courts of Sarawak have jurisdiction, without affecting any right you have to go to the Tribunal for Consumer Claims or, for cleaners, the Gig Workers Tribunal.

15. Contact us

Use Customer service in the app, or the contact form on this website.