Monthly service and billing rules.
Version: billing-v1-2026-10-09. All service times are Malaysia time. We use collection details only to arrange the laundry service you request.
- Plans cover everyday wash, dry and fold. Specialty care and ironing are excluded. Contact us before packing an item that needs special treatment.
- Monthly renewal is manual. Each pickup is chosen separately; there is no automatic monthly debit or automatically recurring pickup.
- Your funded allowance starts at the first confirmed collection window and ends at the same local time in the next calendar month, clamped to its last day when needed. Unused allowance does not roll over.
- Net laundry is weighed after collection, excluding the bag. Extra accepted laundry on a new period is RM5/kg, pro rata to grams and rounded once to the nearest sen. A period already underway keeps the allowance and extra rate recorded for that period until it ends; the next period uses the current catalog. The exact extra amount requires your consent and verified payment before processing.
- Request changes at least 24 hours before collection. An available replacement must fit your funded period and route capacity. Later changes need coordinator assistance; a replacement is not promised.
- Before the first collection, the approved plan refund is the full plan price. After service begins, it is proportional to unused included kg, with accepted processing reconciled first. Refund completion follows provider confirmation.
- An expected return window is a plan for that collection, not an unconditional turnaround guarantee. We coordinate any delay or issue with you; no remedy or compensation is automatic.
Service issues and claims
Claims policy: claims-v1-2026-10-12. Please report missing or damaged items within 48 hours of the recorded return, with your order reference, item details and available evidence. The coordinator reviews rewash and refund requests.
For an accepted lost or damaged item, we assess reasonable current replacement value considering its age and condition. Routine compensation approvals are limited to RM500 in total for the affected bag. Higher claims and reports outside the reporting window remain available for further review; this limit and window do not remove your statutory rights. Approval is separate from completing payment or a rewash.
This claims policy does not change the plan-refund calculation above. A claims decision does not automatically release bag custody, restore allowance or confirm a refund.
For a pickup change, cancellation, payment exception or service issue, call +60 11-1119 2422 or contact SundayHero on WhatsApp.