Fixed Pairing Customer Small Protection Coverage: Eligible Fixed Pairing Customers may receive coverage of up to RM150 per month for small accidental damage that falls strictly within these Terms & Conditions and is accepted by the Company after review.

To enhance peace of mind for Fixed Pairing Customers, Sinderella Kleen Sdn Bhd (the "Company") provides limited small protection coverage to eligible Fixed Pairing Customers. By using the Company's services, the customer is deemed to have read, understood, and agreed to the following Terms & Conditions.
This coverage is a limited goodwill arrangement only. It is not an insurance product and does not create any automatic entitlement to compensation.

• This coverage applies only to the Company's Fixed Pairing Customers whose service frequency is once a week or more.
• It does not apply to one-time services, temporary services, replacement services, gap-filling services, or customers who are still in the trial stage and have not yet officially become Fixed Pairing Customers.

A customer must fulfill all of the following conditions in order to enjoy this coverage:

• (a) has officially become a Fixed Pairing Customer of the Company;
• (b) the service arrangement is active and valid;
• (c) the customer's payment record is in good standing, with no overdue or outstanding payments; and
• (d) the relevant service is recorded and arranged through the Company's system.

The Company reserves the right to determine eligibility based on its internal records.

• The maximum handling limit under this coverage is RM150 per customer per month.
• Whether one or multiple incidents occur within the same month, the total cumulative amount handled shall not exceed RM150.
• Any unused amount shall not be accumulated, carried forward, or transferred to the following month.

• This coverage is a limited, small, goodwill protection arrangement provided by the Company to eligible Fixed Pairing Customers and is intended only to provide reasonable assistance in selected situations.
• This coverage does not constitute unlimited liability, does not amount to insurance, and does not mean that the Company automatically bears compensation responsibility in every case.
• Whether any handling is provided, and how it is handled, shall be strictly subject to these Terms & Conditions and reviewed on a case-by-case basis.

Subject to full compliance with these Terms & Conditions, the Company may consider reasonable handling only where the customer is able to provide sufficient evidence, satisfactory to the Company, that all of the following are met:

• (a) the incident occurred during the relevant service session;
• (b) the damage was directly caused by the Sinderella's normal cleaning operation within the usual scope of cleaning work;
• (c) the item was in reasonably serviceable or sound condition before the service; and
• (d) the loss is a small accidental damage falling within the monthly limit of RM150.

For the avoidance of doubt, the burden of proof rests on the customer. The Company shall have the right to assess credibility, causation, prior condition of the item, and whether the case falls within coverage.

The following are strictly excluded from coverage, including but not limited to:

• (a) aging, depreciation, or normal wear and tear of the item itself;
• (b) pre-existing damage, hidden defects, structural weakness, or inherent malfunction of the item;
• (c) damage to electrical appliances, furniture, fixtures, or equipment caused by their own quality issues, poor condition, lack of maintenance, or abnormal state;
• (d) high-risk, unsuitable, or non-standard cleaning tasks expressly requested or instructed by the customer;
• (e) loss of cash, jewellery, watches, valuable collectibles, documents, certificates, or other high-value items;
• (f) indirect loss, consequential loss, loss of profit, business loss, loss of time, emotional distress, or any non-direct loss;
• (g) damage caused by third parties, family members, visitors, pets, or factors unrelated to the Sinderella;
• (h) loss caused by force majeure events;
• (i) any claim based only on allegation, assumption, suspicion, or speculation without sufficient supporting evidence;
• (j) any item for which age, prior condition, market value, or ownership cannot be reasonably verified;
• (k) cases where the customer fails to provide reasonable evidence showing that the damage is directly related to the relevant service; and
• (l) any amount exceeding the monthly limit of RM150.

For the avoidance of doubt, the mere fact that an item is found damaged during or after service shall not by itself create any presumption that the Company or the Sinderella is responsible.
The customer must still provide sufficient evidence showing a direct connection between the reported damage and the relevant service.

If the customer believes that an incident may be claimable, the customer must notify the Company within 24 hours after completion of the relevant service.
The customer shall provide the following as soon as possible:

• (a) relevant photos or videos;
• (b) description of the damaged item;
• (c) explanation of what happened; and
• (d) any other information reasonably requested by the Company.

Late notification or insufficient information may result in rejection of the claim, especially where the delay affects the Company's ability to investigate, verify facts, inspect the item, or determine causation.

Upon receiving a report, the Company may investigate the matter in such manner as it considers appropriate, including but not limited to:

• (a) understanding the situation from the customer;
• (b) understanding the situation from the relevant Sinderella;
• (c) reviewing photos, videos, and other supporting materials; and
• (d) determining whether the incident falls within the scope of coverage.

The customer shall cooperate fully and provide all information and supporting materials requested by the Company. Failure to cooperate, refusal to provide information, inconsistent information, or insufficient evidence may result in rejection of the claim.

If, and only if, the Company accepts that the incident falls within the scope of coverage, the Company may, in its sole discretion, choose one or more of the following methods of handling:

• (a) provide a reasonable repair subsidy;
• (b) provide compensation based on the item's reasonable depreciated value; or
• (c) offer service recovery, bill offset, service credit, or any other arrangement the Company considers appropriate.

The Company shall not be obliged to compensate based on original purchase price, replace any item with a new item, make full payment, or pay the amount claimed by the customer.

Any goodwill handling, subsidy, or arrangement provided by the Company in relation to any case shall not be interpreted as an admission of legal liability, fault, or unlimited compensation obligation by the Company.

The Company reserves the right to suspend, restrict, or cancel the customer's eligibility for this coverage in any of the following situations:

• (a) the customer stops Fixed Pairing service;
• (b) the customer's service frequency falls below once a week;
• (c) the customer has overdue or outstanding payments;
• (d) the customer provides false, incomplete, or misleading information;
• (e) the customer makes malicious, repeated, or unreasonable claims; or
• (f) the Company determines that the coverage has been abused.

The Company reserves the right to amend, suspend, revise, or discontinue the content, scope, limit, and applicable rules of this coverage at any time. The latest published version shall apply prospectively to subsequent cases.
All applications, reviews, handling, and interpretation relating to this coverage shall be determined by the Company based on available facts, documents, and surrounding circumstances, save where otherwise required by applicable law.

For the avoidance of doubt, the following situations are generally not covered. The examples below are illustrative only and are not exhaustive:

• (a) aged or pre-existing issues with electrical appliances, for example a vacuum cleaner, washing machine, or fan suddenly stops working, malfunctions, smokes, or fails to start during normal use, where there is no proof of abnormal handling by the Sinderella;
• (b) pre-existing cracks, looseness, or hidden defects, for example fine cracks in glass, loose screws in furniture, worn cabinet hinges, or brittle internal tap parts;
• (c) normal wear and tear or surface deterioration, for example laminate peeling, faded paint, rusted parts falling off, or aged plastic becoming brittle and breaking;
• (d) high-risk or unsuitable items for cleaning, for example valuable decorations, collectibles, fragile ornaments, delicate lighting fixtures, antiques, or expensive electrical items;
• (e) cash and valuables, for example disputes involving the loss of cash, jewellery, watches, important documents, certificates, or collectible items;
• (f) indirect loss, for example loss of income, transport costs, business loss, emotional distress, or loss of time;
• (g) special tasks instructed by the customer, for example moving overly heavy furniture, cleaning dangerous high areas, or dismantling items that are not suitable for handling by a Sinderella; and
• (h) no clear direct connection to the relevant service, for example where a complaint is raised long after service without sufficient photos, videos, or supporting evidence.