FAQ
Frequently asked questions
Everything you need to know about booking cleaning with MyKakaks. Still stuck? Reach out from our contact page.
About MyKakaks®
1. What is MyKakaks®?
MyKakaks® is a cleaning service that sends a trained MyKakaks® cleaning crew straight to your home, office, or new place. Just book through the app, no need to search or negotiate.
2. How long has MyKakaks® been around?
Since 2014.
3. Is MyKakaks® a licensed company?
Yes, registered with SSM (Companies Commission of Malaysia).
4. Which areas do you cover?
Kuala Lumpur, Selangor, and more to come soon.
5. Where can I follow MyKakaks® on social media?
Instagram: @mykakaks.hq. TikTok: MYKAKAKS2.0 - follow for promos and updates on new coverage areas.
Packages & Pricing
1. What packages does MyKakaks® offer?
Basic Cleaning (homes, offices, and shops) Move In / Move Out Cleaning Folding & Ironing
2. How much does it cost?
Pricing is shown in the app when you book, based on your selected duration and number of crew members - transport included, no hidden fees.
3. Does the price change on weekends?
No. Weekends are the same price as weekdays.
4. Does the price change on public holidays?
Yes, public holiday rates are slightly higher. The exact price will be shown in the app when you book.
5. Is the price different for bigger houses?
No. Price is based on how many hours you book, not the size of your home - just choose a longer duration for a bigger space. However, we suggest you to take 2 slots or more for bigger house.
6. How many hours should I book for my home?
Under 800 sq ft: 2 hours(1 slot) Over 800 sq ft: 4 hours or more(2 slot) Single-storey house: 2 hours(1 slot) Double-storey / semi-D: 4-6 hours(2 to 3 slot) Three-storey, villa, or bungalow: 6-8 hours(3 to 4 slot) Actual time needed can vary depending on how much work needed in the premise.
7. What payment methods do you accept?
Online banking, e-wallets, and PayLater.
8. Do I need to pay a deposit?
No. Just pay the full amount online before your booking starts.
9. Will I get a receipt or invoice?
For homes: no official receipt, but your booking details are saved in the app. For offices: yes, we issue invoices, and 8% SST applies.
10. Are there any hidden charges?
No hidden charges for home bookings. Office cleaning has an extra 8% SST on top.
11. Can I get cleaning equipment supplied?
Yes. Add the Rent Tool option when booking, available for every service type. Pricing is shown in the app. It includes microfibre cloths, detergents, a mop, broom, trash bags, and more.
12. What's NOT included in any cleaning package?
Aircond servicing, pet-related cleaning, carpet washing, curtain washing, gardening or grass-cutting, and lifting or moving items heavier than 25kg per crew member.
13. Does "Ironing & Cloth Folding" include general cleaning too?
Yes. It is included if here is enough time to do after general cleaning done. However, if you specifically looking for ironing & cloth folding also can. Just add in the remarks column during booking in App.
Booking Your Cleaning
1. How do I make a booking?
Download the MyKakaks® app (App Store or Play Store), register with your Malaysian phone number, and book through the app.
2. Can MyKakaks® HQ book for me?
No, you'll need to book it yourself through the app.
3. What time slots are available?
4 slots a day, every day (including weekends and public holidays), 8:00 AM-6:30 PM: Slot 1: 8:00 - 10:00 AM Slot 2: 10:30 AM - 12:30 PM Slot 3: 2:00 - 4:00 PM Slot 4: 4:30 - 6:30 PM
4. Can I pick any slot or time I want?
No. You will need to choose from the available slots shown in the app.
5. If I book 2 slots back-to-back, is there a 30-minute rest gap in between?
No. Booking 2 consecutive slots joins them into one continuous session. For example, choosing the 8:00-10:00 AM and 10:30 AM-12:30 PM slots together gives you one continuous booking from 8:00 AM to 12:00 PM, with no break.
6. What's the shortest and longest booking I can make?
Minimum: 2 hours with 2 MyKakaks® cleaning crew members. You can extend to 4, 6, or up to 8 hours, and request 2, 4, or 6 crew members. Subject to availability in your area.
7. Can I book just 1 hour, or with just 1 crew member?
No. The minimum is always 2 hours with 2 MyKakaks® cleaning crew members.
8. How far in advance should I book?
If slots in you area is always full, book at least 1 week ahead, especially if you want a specific date, time, or team.
9. Can I make a last-minute booking?
Yes, up to 30 minutes before your preferred slot, if it's still available in the app.
10. Can I book on behalf of someone else?
Yes. Just make sure the homeowner or person in charge knows about the booking, to avoid access issues.
11. How do I know my booking is confirmed?
You'll get a confirmation and reminder via WhatsApp.
12. How can I check my booking status?
Check "My Booking" in the app.
13. Can I edit or change my booking?
In future you can modify your booking in App. For the moment, you need to contact our support team at 012-686 5313.
14. What if my preferred slot isn't available?
Pick another available date or time shown in the app.
15. Can I choose the same cleaning team each time?
Yes. Select Team A, B, or C when booking, subject to availability.
16. Can I request an urgent booking?
Depends on MyKakaks® cleaning crew availability shown in the app at the time.
What to Expect During the Session
1. Do I need to be home during cleaning?
No, it's optional. If you'd like to leave, just keep valuables somewhere safe first.
2. Can someone else let the MyKakaks® cleaning crew in for me?
Yes, just let the MyKakaks® cleaning crew know beforehand so there's no access issue.
3. What if the MyKakaks® cleaning crew can't get into my home?
Support will contact you for access details, such as an entry QR code.
4. Do I need to supply electricity and water?
Yes. The MyKakaks® cleaning crew needs power for vacuuming and water for cleaning.
5. Can you clean an empty house?
Yes, as long as electricity and water are connected.
6. I have pets what should I do?
Keep them safely restrained or caged during the session; you're responsible for their safety.
7. What if the MyKakaks® cleaning crew arrives late?
You will still get your full booked duration. For eg: Cleaner should arrive at 8.00am, but they arrive at 8.30am. They will finish at 10.30am instead of 10.00am to complete the hours.
8. What if I get home late & cleaner has already arrived?
The MyKakaks® cleaning crew will continues on the original schedule and completes the full booked time.
9. What if it rains heavily?
The MyKakaks® cleaning crew will contact you if there's a delay.
10. Is there a parking charge?
Depends on your building's management policy. Let the our support team know if special access is needed.
11. Are toll charges included?
Yes, transport (including tolls) is part of the price.
12. Can I ask for extra tasks during the session?
Yes, as long as it fits within your booked time. The MyKakaks® cleaning crew will tell you what's doable.
13. What if the MyKakaks® cleaning crew finishes early?
You can't get a refund for the extra time, but you can assign more tasks to use complete the hours.
14. Can I request a touch-up if there's time left?
Yes, within the remaining booked time.
15. What happens if tasks aren't finished in the booked time?
The MyKakaks® cleaning crew stops at the end of the booked duration since. For more, book another session.
16. Will the MyKakaks® cleaning crew follow a checklist?
Yes, based on the duration you booked.
17. Can I watch the MyKakaks® cleaning crew work?
Yes, if you'd like to monitor progress.
18. What should I do with valuables?
Keep them in a safe place before the session starts, whether or not you're home.
19. What if the MyKakaks® cleaning crew damages something?
MyKakaks® takes responsibility if there's valid proof, photo or video that it was the MyKakaks® cleaning crew's fault. Even if yo take package with insurance. The insurance company will request valid proof as well.
Specific Cleaning Questions
1. Will the MyKakaks® cleaning crew clean windows, ceiling fans, and lights?
Yes. Depending on the time & workload. If not enough time we might need to select either one or either two section to clean.
2. Will you wash my dishes?
Yes. Depending on the balanced remaining time. However, cooking or handling raw food (fish, chicken, vegetables, fruit) is not part of this.
3. Will you clean my fridge, microwave, or kitchen cabinets?
Yes, for House, Office, and Move In/Out Cleaning. For a more thorough job, we recommend booking 4 hours(2 slot) or more.
4. Do you help with packing or unpacking?
Yes. We do.
5. Can you remove tough stains?
Only as part of Move In/Out Cleaning. Not included in House, Office, or Ironing packages.
6. Do you clean outdoor areas?
Only as part of Move In/Out Cleaning. Gardening is not included.
7. Do you clean the porch?
Yes, we do.
8. Do you clean carpets or curtains?
No, we don't offer carpet or curtain washing.
9. Do you offer gardening or grass-cutting?
No, we don't offer gardening or grass-cutting services.
10. Do you do detailed bathroom cleaning for heavy stains?
Standard toilet washing and scrubbing is included, but for heavy dirt or stubborn stains, we recommend booking at least 4 hours(2 slot).
11. Can I ask you to focus only on one room, like the kitchen or bathroom?
Yes. leave a note (Remark) when booking, and remind the MyKakaks® cleaning crew when they arrive.
12. Can you move or rearrange furniture?
Yes. We do.
13. Is there a weight limit for moving items?
Yes, items must be under 25kg per MyKakaks® cleaning crew member.
14. Do you clean offices and shops?
Yes we do commercial cleaning including shops, but not restaurants.
15. Do you clean Airbnb units?
Yes, same package as regular House Cleaning with 2 hours(1 slot) minimum. Pricing is shown in the app when you book.
16. Do you do post-renovation cleaning?
No. We only standard cleaning.
17. Do you clean sofas or mattresses (deep clean)?
No. We do not.
18. Do you provide event cleaning (before/after)?
Yes, but catering or food service is not included.
19. What cleaning supplies should I have ready?
Microfibre cloth, toilet detergent, all-purpose cleaner, trash bags, floor detergent, glass cleaner, toilet brush, vacuum, mop, broom, bucket, feather duster, ladder, cobweb duster - or just add the Rent Tool option instead.
The MyKakaks® Cleaning Crew
1. How many crew members come for a booking?
At least 2, depending on what you book.
2. Can I request more crew members?
Yes - 2, 4, or 6, depending on your area's availability.
3. Can I request just 1 extra crew member?
No - you can only choose 2, 4, or 6.
4. Is the MyKakaks® cleaning crew trained?
Yes, all MyKakaks® cleaning crew members go through proper training before their first job.
5. Does the MyKakaks® cleaning crew wear uniforms?
Yes.
6. Is the MyKakaks® cleaning crew background-checked?
Yes - safety and reliability are a priority.
7. Is the MyKakaks® cleaning crew local or foreign?
We supply both. But for foreigner crew members, all of them have valid passports and work permits.
8. Can I request an all-female cleaning crew?
Yes, all our MyKakaks® cleaning crew members are all female. No males.
9. Does the MyKakaks® cleaning crew bring their own tools?
Only if you've added the Rent Tool option. Otherwise, please provide your own.
10. Can I use my own cleaning products instead?
Yes, the MyKakaks® cleaning crew will use whatever you provide.
11. How do you make sure MyKakaks® cleaning crew quality stays high?
Our team monitors performance regularly and provides ongoing training & feedback study from customer.
12. How will I know when my MyKakaks® cleaning crew is arriving?
They'll message you about 30 minutes before, with an estimated arrival time.
13. What if my MyKakaks® cleaning crew can't make it?
Contact support at 012-686 5313 - we'll help sort out the next step.
14. Can I rate my MyKakaks® cleaning crew?
Yes, scan the Google Review QR code the MyKakaks® cleaning crew gives you after the job.
Support & Complaints
1. How do I contact customer support?
WhatsApp us at 012-686 5313.
2. What are your support hours?
Daily, 9:00 AM-6:30 PM.
3. How do I make a complaint?
Contact support at 012-686 5313, within 24 hours of your cleaning session ending. Complaints after that window may not be accepted.
4. I'm not happy with the cleaning. What now?
Reach out to support team as soon as possible, and we'll help make it right.
5. I took the Saving add-ons but i want cancel my slot and get 100% refund. how?
The booking is non-refundable for any reason except for medical emergency, natural disaster and water supply issue. However, document proof need to be provided before refund is release.
6. How to reschedule after taking saving add-ons?
Sorry. In this add-ons selection no reschedule is allowed.
7. How to get 100% refund on Premium add-ons?
In Premium add-ons we have Easy Cancellation which will provide 100% refund excluding the flexi fee. However, request must been made 12 hours before service starts to get full refund.
8. How to get reschedule my slot after if take Premium add-ons?
You are eligible with 2 times free reschedule. You may contact our support team to assist. In near future you may reschedule by your own in App.
9. How does 100% refund after service works if I am unhappy with your service? I took the premium add-ons as well.
You just need to WhatsApp our support team & update the issue. However, you need to update our support team within 24 hours after your slot ended. You also need to provide some proof such as photo or video related to your unsatisfactory.
10. How does Easy Cancellation works on Premium add-ons?
We will provide 100% refund to you if you want to cancel your booking for any reason. Provided you need to sent your request to our support team at least 12 hours before the booking slot time. Please take note this 100% refund does not include the premium add-ons fee.
11. I took the Premium add-ons & i want to claim insurance because 1 of my item damage after cleaner went back. How is the process?
Insurance company or us may request police report, CCTV recording, video or photo as documented proof before proceeding with the insurance claim.
12. How long refunds will take before the amount enter to my account?
We will take 3 to 5 working days.
13. My question isn't listed here. What do I do?
Message us at 012-686 5313 and we'll help directly.
Ready for a cleaner space?
Download MyKakaks and book your first professional clean today. It only takes a minute.
