We're sorry to hear you had a problem. Here's how to file a complaint.
How to file a complaint
Option 1: Through the app
- Go to "My Bookings"
- Select the relevant booking
- Tap "Report Issue"
- Describe the problem
- Submit
Option 2: Contact support
- Email: support@maideasy.my
- WhatsApp: Message us
- Phone: 1700-81-6243
What to include
For faster resolution, provide:
- Booking reference number
- Date and time of session
- Cleaner name (if known)
- Detailed description of issue
- Photos if applicable
- Desired resolution
Types of complaints
We handle complaints about:
- Service quality
- Cleaner behavior
- Damage or loss
- Scheduling issues
- Payment problems
- Any other concerns
Our process
- Acknowledge - We'll confirm receipt within 24 hours
- Investigate - Review details and contact parties
- Resolve - Propose solution
- Follow up - Ensure satisfaction
Resolution options
Depending on the issue:
- Refund (full or partial)
- Credit for future booking
- Re-cleaning session
- Other appropriate remedies
Our guarantee
We stand behind our Maideasy Guarantee. If you're not satisfied, we'll make it right.
Escalation
If initial resolution is unsatisfactory:
- Request escalation in your complaint
- Management review available
- We're committed to fair outcomes