1. Service Agreement
By booking a service with Upward Cleaning Services, you agree to these terms. We provide deep extraction cleaning and medical-grade sanitization for upholstery, mattresses, rugs, and other soft furnishings within Singapore.
2. Pricing & Payment
- All prices are in Singapore Dollars (SGD) and are listed on our Services & Pricing page.
- Online bookings are prepaid at the time of booking through our secure payment processor (Stripe), by card or PayNow.
- Bookings arranged over WhatsApp may instead be paid via PayNow or cash upon completion.
- A minimum job fee of S$50 applies to all bookings.
3. Stain Removal Policy
- We will make every effort to remove stains.
- Complete removal cannot be guaranteed for all types of stains. Certain permanent stains (e.g., old bleach stains, certain dyes, ink) may not be fully reversible.
We will inspect your items prior to cleaning and advise you of expected results.
4. Liability
- We carry Public Liability Insurance.
- Any claims must be raised within 24 hours of service completion with photographic evidence.
5. Zero-Residue Guarantee
We stand by our Zero-Residue Guarantee:
- We use a clean water rinse pass after every detergent clean to ensure no chemical residue remains.
- Not covered: natural fabric scents, pre-existing odours, or external smells.
If you experience chemical stiffness or residue after our service dries, we will return to perform an additional clean-water rinse at no charge.
6. Cancellations, Rescheduling & Refunds
- Rescheduling (postponing) is free. You can move a prepaid one-off booking to any available slot from your account page, subject to availability. Visits that are part of a recurring plan are moved for you. Just message us on WhatsApp.
- Once a booking has been postponed, it may be postponed again but becomes non-refundable.
- Cancelling 3 or more days (72 hours) before your scheduled slot: we refund your payment to the original payment method, less a 10% administrative fee. Refunds typically arrive within 5–10 business days.
- Cancelling less than 3 days before your scheduled slot: no refund is made. This allows us to serve other households waiting for appointments.
- If we cannot access the premises at the scheduled time (no-show), the booking may be treated as a late cancellation with no refund.
- If we ever need to move or cancel your booking, you may choose a full refund with no fee.
7. Recurring Cleaning Plans
- When you set up a recurring plan, you authorise us to automatically charge your saved payment method for each upcoming visit, up to 5 days before its scheduled date.
- Recurring visits are charged at the regular (non-discounted) price. Promotional codes apply only to the first booking of a plan unless stated otherwise.
- You can stop auto-renewal at any time from your account page. Visits already paid for are unaffected (section 6 applies to them individually).
- If a recurring charge is declined, the plan is paused and no further charges are attempted until the payment issue is resolved.
8. Promotions & Discount Codes
- One discount code may be applied per booking; codes cannot be combined.
- Codes may carry an expiry date, usage limit, minimum spend, or be limited to one use per customer, and may be withdrawn at any time.
- Personal reward codes (e.g. loyalty rewards) are non-transferable and have no cash value.
9. Upward Stamp Card (Loyalty Programme)
- Every booking made and paid online through upwardcleaning.sg earns 1 stamp on your stamp card (visible on your account page). Your first ever online booking earns 2 stamps; this welcome bonus applies once per customer account. Jobs arranged and paid off-platform (e.g. WhatsApp with cash/PayNow on completion) do not earn stamps automatically.
- Rewards are issued automatically as single-use discount codes: 3 stamps = S$30 off your next clean (minimum spend S$100); 5 stamps = 25% off your next clean, capped at S$100 (minimum spend S$100); 10 stamps = a S$50 voucher (minimum spend S$150), after which the card resets.
- If a booking is refunded, the stamps it earned are removed.
- Stamps and rewards have no cash value and cannot be transferred. We may amend or withdraw the programme with reasonable notice; earned rewards remain valid.
10. Contact
For any questions regarding these terms, please contact us via WhatsApp or email enquire@upwardcleaning.sg.