By using Big Mama Technologies Sdn. Bhd. (“Big Mama”, we or us) services, you agree to the following terms and conditions:

Laundry Service

  1. Big Mama reserves the right to refuse cleaning any garment.
  2. Big Mama will do our utmost to remove stains, however there is no guarantee that every stain can be removed on all fabrics. We will not waive charges due to our inability to remove a stain.
  3. Big Mama does not assume any responsibility or liability for damages or fading that may occur during the cleaning of household items, leather and suede garments. Customers assume all risks associated with the cleaning of these items.
  4. Big Mama will charge the cleaning cost of all items on our price list, unless you believe the depreciated value of your garment exceeds ten (10) times the cleaning charge. In such case, please declare the value in which the garment will be cleaned at 1/10th of the declared value.
  5. Big Mama is not liable for damages resulting from material weaknesses, color loss, color bleeding, shrinkage, or damage to delicate fabrics. We are not responsible for the loss or damage of trimmings, buckles, beads, buttons, bells, or sequins, or for items with defects, residual stains, or accessories unsuitable for cleaning. Any damage or stains found before cleaning are considered pre-existing.
  6. Big Mama shall not be liable for garments without any care label affixed to the garment. Your items will be cleaned according to the care label, unless specified by you. If there are no care labels, your item will be cleaned according to our experience.
  7. Big Mama shall not be liable for loss or damage due to load wash service (wash by per kg).
  8. For lost items, Big Mama will conduct a search for a duration of 14 working days to locate the items.
  9. Big Mama’s liability shall be limited to the terms contained herein and shall only apply to the individual item which has been damaged or lost. In the event that items are priced in one lump sum or are part of a set (such as curtains or cushion covers) and should any damage occur which is the fault of Big Mama, the liability shall be based upon ten (10) times the apportioned cleaning cost for that individual item (part of a set)or the depreciated value of the item as determined by the International Fair Claims Guide published by the International Fabricare Institute (IFI), not exceeding RM150.00 whichever is lowest. Once the item has been compensated, it remains the property of Big Mama.
  10. Please check upon collection on the number and condition of items. If you are not present to give us or receive your items, your appointed receiver will be deemed as acceptance of our terms and conditions. Big Mama will not be liable for claims relating to missing items after collection.
  11. Any discrepancies in the count or claims regarding the condition of your garment must be reported within 24 hours of delivery or collection, respectively.
  12. Big Mama will contact you for the collection of items, if collection is not made after two (2) weeks from our store. Articles unclaimed for more than two (2) month from the date of receipt by Big Mama will either be donated to charity of our choice or sell by public auction for charitable purposes, with no further claims against Big Mama. Big Mama shall not be responsible for any involuntary loss occasioned by such donations.
  13. Our minimum order for home pick up delivery service is RM 100. For curtain with dismantling and installation service, our minimum order is RM350. In any event, after we, Big Mama collected your orders but you decide to cancel your order, the minimum order amount will be charged to deliver back to you to cover the operation and transport waste trip cost. In the event you wish to reschedule collection or delivery after the agreed schedule, Big Mama reserves the right to charge you RM30 as transport waste trip cost.
  14. Quantity and cleaning charges of each articles received will be based on Big Mama count and will be final.

Alteration

  1. Big Mama will begin to perform the service only upon receiving full payment from the Customer for the Service(s). Service(s) provided are based on the measurements provided at the time of the Customer’s first fitting. Any changes in Customer’s measurements after the first fitting which cause additional or different Service(s) to be performed will be subjected to additional charges.
  2. All articles must be inspected and customer’s dissatisfaction, if any, shall be made known at time of collection, Big Mama shall not be responsible for subsequent complaints.
  3. All claims must be made within (24) hours from the garment/item is collected. If the garments should be damaged/lost while in the Big Mama’s custody, such liability shall based on the depreciated value of the article, not exceeding 5 times the alteration charges of the affected garment, and capped at a maximum of RM150 per item. In the event of a customer complaint, the Customer undertakes to give Big Mama the opportunity to rectify all works.
  4. A tolerance of 2cm shall be applied to the pattern measurements that relate to the manual measurements.
  5. Cut out fabrics will be recycled unless customer specifically requests otherwise.
  6. All garments must be cleaned before alteration, Big Mama reserve the right to reject customer’s item.
  7. Item not collected after (2) months will be donated to charity.
  8. The Big Mama will not be responsible for any pre-existing condition that is not apparent upon visual inspection of the items.
  9. Payment of the price shall be made in full upon the date of the order.

Bag and Shoe Cleaning/ repairs

  1. Removing stains completely is not guaranteed. Upon clients’ requests, Big Mama can provide our service to remove the stains. This will be done at the clients’ own risk. Additional charges at the prevailing rates apply. Big Mama reserves the right to refuse to service the item at any time.
  2. Clients should make sure that the conditions checklist form accurately indicates major blemishes spotted at the time of deposit and understand that the blemish may/may not be improved or worsened by services rendered by Big Mama.
  3. The drawings indicated in the Condition Checklist or blemishes pointed to customer by Big Mama staff at the time of deposit, do not indicate blemishes / fungi / water marks that are less than 0.5cm and not visible to the eye at the time of deposit.
  4. Clients may be informed of other blemishes spotted by Big Mama after deposit via phone, text or email.
  5. Big Mama exercises our utmost care in the services of every item entrusted to us. We use methods and chemicals that are best suited to the nature and conditions of each individual item to our knowledge. We will fulfill our promise to deliver coloured item(s) as close as possible to our client(s)’ request(s). Kindly note that the original colour of the item(s) may likely affect the end product. Therefore Big Mama may not be able to guarantee that the colour will be exactly as requested. Clients must pay the agreed-upon charges prior to service.
  6. Big Mama tried as hard as possible to track loose item(s) found in the item(s) sent to us. We will not be held responsible for loose items such as jewelry, cash, detachable buttons, cufflinks, dust bags, boxes, etc. We request that clients empty every compartment prior to leaving items with us.
  7. Big Mama does not take responsibility for any intrinsic weakness or defects found in materials. In the process of dry cleaning, we cannot guarantee for colour loss or against damage to weak and tender fabrics.
  8. Vachetta leather ages with time and thus colours vary on different parts of the leather. Cleaning removes dirt, dust and grime from the leather. After cleaning, the leather will appear lighter/darker at different parts of the leather according to usage. Please note that Big Mama cannot be responsible for the varying tones of leather.
  9. Any items must be claimed within 14 days from the date of collection as stated on the receipt. Big Mama will not hold any form of liability of unclaimed items beyond the 14-day period. All unclaimed items may be disposed off after the expiry date.
  10. Any items will be kept at out store for a maximum of 1 month, after which, items will be sent back to our workshop and delivery charge will apply if the items are not disposed and are still at our workshop.
  11. Should there be any damages or loss happen to your item during our care, Big Mama liability for any reason (including but not limited to lost or damaged items) is limited to ten (10) times the cleaning cost or the depreciated value of the item. Proof of purchase is required to proof authenticity of the bag. The original item will not be given back to the customer once the compensation has been successfully made.

Upholstery Cleaning

  1. Big Mama and its employees will take all necessary care during the normal course of work. In the event of any incident that may result in the loss or accidental damage of our customer’s property, we will adopt the following procedures:
  2. When the loss or damage has come to our attention, we will immediately notify our customer. If when the Company has no knowledge and the incident is discovered & informed by the customer, the Company will immediately set up an investigation.
  3. The Investigation will involve an interview involving the immediate cleaning team prior to the incident. This may even extend to those previous cleaning team who have done the cleaning for that apartment or house. If the incident is discovered by the Customer, we may even interview him/her on the nature or circumstances of the discovery. As difficult as it may be, we will proceed with the investigation in an objective manner. The final outcome of the investigation will be made known to the Customer.
  4. The investigation outcome can be conclusive or inconclusive. For an Inconclusive Outcome, the Company may decline any forms of claim and may award an amount based on goodwill. For a Conclusive Investigation, if the responsibility lies solely with the Company, then any compensation value will be capped at one session contract/service fee.

Big Mama advance/pre-paid credit

  1. Pre-paid credit can be used to offset your payment for all services offered by Big Mama including online order at https://bigmamamalaysia.easybiz.cloud/.
  2. Pre-paid credit can be used at any of our Big Mama outlets. Our outlet locations can be found at https://big-mama.my/contact-us/.
  3. Pre-paid credits will expire three years after the last date of transaction. Any remaining balance will be cancelled immediately and without further notice.
  4. Pre-paid credit is not transferrable to other party.
  5. Pre-paid credit shall be non-refundable.
  6. In the rare instance that your garment is lost or damaged by Big Mama, the refund will be credited into your pre-paid credits.

Modes of ‘Compensation’

  1. To repair any damages if possible.
  2. To replace if items cannot be repaired.
  3. To compensate for item taking into consideration the depreciation of the item.
  4. For financial compensation, proof of purchase (receipts) must be furnished. If no receipts can be obtained, then the Company will rely on its assessment. Final decision is at the discretion of the Company.

Exclusion

The following items will not be considered for compensations:

  1. Discoloration of materials (e.g. any fabric like fading of colours, any surfaces etc.)
  2. Chipping of items that does not render the item useless.
  3. Anything that does not cause any malfunctioning of equipment or does not affect the performance of the affected appliances.
  4. Any unintended damages to the property such as the floor, curtain railings, furniture, or other items during the process of installation or dismantling of curtains, lights, air conditioning and / or fans.
  5. Accidental breakage of ceiling lights.
  6. Any damages relating to standing fans.
  7. Any properties damaged due to normal course of depreciation or through constant usage of said item (wear & tear exclusion).
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