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Using IPIQA

Terms of Service

Last updated: 22 October 2026

These terms apply when you use the IPIQA website (ipiqa.com) or the IPIQA customer app to book cleaning with IPIQA Holdings Sdn Bhd (“IPIQA”, “we”, “us”), of No S/L 6, Level 4, S3 Curve, Q5B, 93300 Kuching, Sarawak. By creating an account or making a booking you agree to them. Each service also has its own service terms, which you are shown and accept when you book; where they say something more specific, they apply.

1. Your account

  • You must be 18 or over to create an account and book.
  • Keep your name, phone number, email and addresses accurate. We use them to deliver your bookings and to reach you about them.
  • You are responsible for what is done through your account. Keep your password private, and tell us straight away if you think someone else has used it.
  • You can close your account in the app (Profile → Delete account) once none of your bookings is still open. Closing it does not cancel any amount you still owe.

2. Our services

General Cleaning can be booked and paid for in the app. Services marked “Coming soon” cannot be booked yet. The services we offer, what each includes, and its price are shown in the app and may change; a change never alters a booking you have already made.

3. Making a booking

  • A booking is a request until a cleaner accepts it. The app shows its progress, and tells you if no cleaner can be found in time.
  • You choose the date, the time slot, the number of cleaners and hours, and any add-ons. The price shown before you confirm includes everything you chose and SST.
  • You may ask for a man or a woman to clean for you, and you may ask for a particular cleaner who has cleaned for you before. A cleaner may decline, may not answer in time, or may be off that day; you are then asked what you would like to do.
  • A cleaner who has cleaned for you before may run an offer of their own for you. It applies only if that cleaner does the clean.

4. Price and payment

  • You pay after the work is completed, within the period shown in the app. Payment is processed by our payment provider; we do not see or store your full card or bank details.
  • We email you a receipt when you pay, and remind you when a payment is due.
  • If an amount stays unpaid, we may stop you making new bookings until it is settled, and we may take steps to recover it.
  • Prices are in Malaysian Ringgit and include SST where it applies.

5. Changing or cancelling

You can reschedule or cancel free of charge up to the free-cancellation time shown in the app when you book. After that the booking is charged in full. If nobody is there to let the cleaner in and we cannot reach you within 30 minutes, it counts as a late cancellation. If we cancel a booking, you are charged nothing.

6. Points, tiers and coupons

  • You earn points for what you pay for completed bookings, at the rate shown in the app. Your tier is worked out from the points you earned over the last 12 months. Spending points never lowers your tier.
  • You can spend points on coupons, and we may also give you coupons. A coupon shows what it takes off, where it can be used, and the last day it can be used. One coupon can be used per booking.
  • Points and coupons have no cash value, cannot be exchanged for money, and cannot be transferred to another account. Unused coupons end on their last day.
  • We may change or end the points and rewards scheme, or a reward, for the future. Points and coupons you already hold stay usable on the terms they were given on, unless they were obtained by mistake or misuse.

7. Your cleaner, and your home

  • Every IPIQA cleaner carries a licence number. You can see your cleaner’s name, photo, licence, tier and rating in the app, and check them at your door.
  • Please give the cleaner access at the start of the slot, a safe place to work, and ordinary household cleaning supplies. A cleaner may leave if they reasonably believe they are unsafe, and the booking is then charged in full.
  • Please put away cash, jewellery, documents and anything fragile or irreplaceable before the visit.
  • Treat cleaners with respect. Harassment, abuse or discrimination of any kind towards a cleaner may lead us to close your account.
  • Do not arrange or pay for work outside IPIQA with a cleaner you met through IPIQA.

8. Messages and ratings

You can message your cleaner about a booking in the app, and rate the clean afterwards. Keep messages and ratings honest and polite; we may remove ones that are abusive, unlawful or unrelated to the clean. Ratings are shown to the cleaner and, as an average, to other customers.

9. If something goes wrong

Tell us within 48 hours of the visit, through the Help Centre in the app or the contact details on ipiqa.com. If the work fell short of what you booked, our first remedy is to re-clean the affected area at no charge; a refund is considered where a re-clean is not practical. If something was damaged, tell us within 48 hours and we will investigate; where we are responsible, we will repair it or make it good.

10. Our responsibility

We take reasonable care in providing our services. We are not responsible for loss that was not reasonably foreseeable, for damage caused by wear, defects or items that were already loose or unstable, or for delays caused by events outside our reasonable control. Nothing in these terms limits any liability that cannot lawfully be limited, or your rights under the Consumer Protection Act 1999.

11. Closing an account

We may suspend or close an account that is used to break these terms, to harm a cleaner or another person, or for fraud. We will tell you why, unless the law prevents us.

12. Your information

How we collect, use and protect your personal data is set out in our Privacy Policy.

13. Changes to these terms

We may update these terms. The date at the top shows when they last changed. Changes apply to bookings made after they are published; if a change is significant, we will tell you in the app.

14. Law

These terms are governed by the laws of Malaysia, and the courts of Sarawak have jurisdiction.