Terms of Services

General Terms

You agree to use our Services only for the purposes that are permitted by any applicable law, regulation or guidelines in the relevent jurisdictions.

In order to start buying products and services from us, you will need to submit in a ‘Account Opening’ form to us with your correct particulars.

You will automatically be registered to our newsletter. You can always unsubscribe in future by informing us.

Ordering Terms

We reserve the right at our sole discretion to accept, refuse, cancel your entire order or cancel certain items in the order.

All orders, together with any modifications or suppluments thereto, must be presented in a written medium.

In the event that an item is listed at an incorrect price, we have the rights to refuse or cancel any orders placed with that item.


Orders are normally shipped within (1 to 3) business days. Orders that are not in stock will be shipped within 7 business days of purchase.

Zuppa will deliver Customer’s order to the address specified by Customer on the completed order form.

Zuppa delivery times are between 8am-5pm (Monday to Friday).

Zuppa provides free delivery service to selected areas with a minimum purchase of RM150. You can refer to the list here to check our coverage areas and delivery charges (if applicable).

Upon delivery, invoice and 2 copies of delivery order (DO) will be sent together with the ordered goods. You are then encouraged to inspect items are delivered as per your Order.

Once satisfied, a representative of your company shall sign the acknowledgement receipt of Goods on the DOs and our driver will collect back 1 copy of DO for our records.

If there is nobody to receive the goods upon delivery, we will leave notification of attempted delivery and Customer will need to contact Zuppa customer service to re-arrange delivery.

If Customer requests for redelivery, Zuppa reserves the right to charge for providing the redelivery service.

If the orders are delivered late due to circumstances beyond its control, we shall not be held liable for any loss, damage, claim, action, expense, liability or cost incurred by the customer. We will however waive the delivery fee (if any).


We would like our customer to be totally satisfied with your purchase, however we understand if a product doesn’t work out and want to make sure the return is as painless as possible.

If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).

Product Period of Return
Perishable goods (e.g. food and beverage items, fresh fruits) Hand back to the driver at the time of delivery
Non-perishable goods (e.g. stationery, cleaning products) Hand back to the driver at the time of delivery


Contact our customer service to arrange for returns or exchange at hello@zuppa.com.my, within 7 days of delivery along with proof of purchase.

If you have received faulty/ damaged or incorrectly picked goods, you may hand them back to the driver at the time of delivery for a refund or exchange.

Customer shall return goods at his/her own cost. Goods returned are refundable at the price which the Customer had paid with at the point of delivery.

Any product returns must be in its original packaging, unused and have not been consumed within (7) days with the proof of purchase.

The product you return can only be replaced with another product that we carry. If the exchanged items is not the same monetary value, we will refund the difference or you are required to pay the difference.

Returns will be processed promptly upon arrival, and we will send you a confirmation by email. For exchange, we will replace the items within 7 business days from the delivery date. For refunds, please allow 2-3 weeks from the delivery date for your account to be credited. Shipping and handling charges are non-refundable.

Zuppa reserves the right to reject your product returns in the event it does not meet any of the above terms.


Payment Terms

For Customer’s on credit, we will issue a monthly statement to the Customer at the end of every month. The statement will itemize all transactions and any outstanding payments needed to be made to Zuppa Sdn Bhd before the 25th day of every month.

Payment shall be made on or before the Payment Due Date as stated in the statement.

All payments must be in the form of a cheque or bankers draft made payable to “Zuppa Sdn Bhd”.

If the Customer defaults in any payment due, we have the right to instigate any legal action with or without any formal notice. We also reserve the right to charge interest at the applicable current bank rate on a daily basis for any amounts overdue.


Prices in the product catalogue and website are guide prices only and are only approximate. The final price of goods shall be as stated in the order.

The price shall be subject to changes without any prior notice to or consent of the Customer and is determined at the absolute discretion of Zuppa Sdn Bhd.

All trade discounts are given in the absolute discretion of Zuppa Sdn Bhd. Zuppa Sdn Bhd reserves the right to amend, cancel or limit the trade discounts given without any prior notice to the Customer.

The cost of transportation services is not included in the price of the goods. All transportation charges if any shall be borned by the customer.

Limitation of Liability

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We may remove or cancel certain service for indefinite periods of time without notice to you

You will indemnify us against all losses, liabilities, costs and expenses reasonably suffered or incurred by us. Our liability shall be limited to the maximum extent permitted by law.

Quality Assurance Terms

If you are unhappy on the quality of cleaning, notify us by writing on the reasons and we will schedule another 4 hour cleaning session before 5 working days.

This program is applicable for customers who are on a 4 week contract with us and not applicable to one-off session cleaning.

A customer can use this recleaning perk maximum of 1 time per month.

If we are not able to provide the recleaning service for any reason, we will refund only particular session’s fee.


Either party may terminate this Agreement at any time and notice can be given in writing.

If the client terminates the services with Zuppa Sdn Bhd, all hardware belonging to Zuppa Sdn Bhd needs to be returned in reasonable aesthetic and in a working condition for the deposits to be refunded.

Any on loan items that are subjected to vandalism, lost, burnt, damaged, or theft on our hardware will be charged their original retail price.

Refunds of deposits will take not more than (2) calendar month.


We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website without any prior notice. It is your responsibility to check this page periodically for changes.


We acknowledge that you provided your personal data for the purpose of registration and placing orders for goods and services. In return, we provide you with confirmation of the order, checking credit or other payment cards, security, statistical analysis and helping any future dealings with you.

For this, you will authorize us to retain and use your personal data and to transmit it to our own offices, authroized agents and third party business associates, government agencies, other providers of the services mentioned above.

Terms of Services as of January 2016