Terms and Conditions

By using Oceanmad Consultancy Holding Pte. Ltd. (“Big Mama”, we or us) services, you agree to the following terms and conditions:

Use of Appointed Service Partners

Certain on-site services may be carried out by Big Mama’s appointed service partners. Big Mama remains responsible for service coordination and customer communication. All services provided by appointed service partners shall be subject to Big Mama’s Terms & Conditions and applicable industry standards.

Laundry Service

1. Customers are required to make full payment for laundry and dry cleaning services before delivery or collection. Payments made are non-refundable once services have commenced.
2. Big Mama reserves the right to refuse cleaning any garment.
3. Big Mama will do our utmost to remove stains, however there is no guarantee that every stain can be removed on all fabrics. There may be instances where certain stains prove challenging to eliminate entirely or become visible after the cleaning process. We are not liable for any remaining or post-cleaning visible stains and charges will not be waived in such cases.
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. For lost items, Big Mama will conduct a search for a duration of 14 working days to locate the items.
6. Liability for any reason (including but not limited to lost or damaged items) is limited to the lesser of ten (10) times the cleaning cost or the depreciated value of the item as determined by the International Fair Claims Guide published by the International Fabricare Institute (IFI), not exceeding $150.00 whichever is lowest. Once the item has been compensated, it remains the property of Big Mama.
7. 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 curtain belts or cushion covers) and should any damage or lost 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 a similar replacement will be provided.
8. Kindly remove valuable, personal or ornamental items attached to or left on the garment. Big Mama is not responsible for the loss of items not removed prior to cleaning.
9. Big Mama shall not be liable for damages/lost items with a defect in the design, material, dyes or construction, have residual stains or have accessories or ornaments which can’t withstand cleaning. Any damage or stains discovered before cleaning are to be taken as having occurred before collection.
10. 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.
11. Big Mama shall not be liable for loss or damage due to load wash service (wash by per kg).
12. Big Mama is not responsible for any discolouration of white clothing or curtains that may occur after dry cleaning.
13. Big Mama shall not be responsible for curtain shrinkage between 1 cm to 15 cm, as it is a natural occurrence and considered a material issue. Factors such as fabric composition and environmental conditions can contribute to shrinkage variations.
14. For our curtain cleaning service with dismantling and installation, customers must ensure that the curtain area is free from any home décor blockage and provides sufficient space for our team to safely use a ladder. If the customer requests furniture to be moved, additional charges for labour fees will apply. We shall not be liable for any damages that may occur during the dismantling or installation process.
15. Rental curtains are provided in one standard size only and serve as temporary coverage while your own curtains are being cleaned. Our team will handle both installation and dismantling of the rental curtains. They are intended for short-term use only and are not designed to function as blackout, day, or night curtains. Customers are responsible for proper care during the rental period, and any damages such as stains, scratches, tears, or burns will be chargeable depending on the extent of the damage.
16. 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.
17. Any claims or irregularities with respect to the condition of your garment must be reported within 24 hours from the time the garment/item is collected, and you must bring it to one of our outlets for inspection.
18. Big Mama will contact you for the collection of items, if the collection is not made after two (2) weeks from our store. Garments left for more than two (2) months from the date of receipt by Big Mama will either be donated to charity of our choice or sold 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.
19. For cancellation after receiving the email bill, you have a time frame of 2 hours for standard orders and 1 hour for 1-day express orders. The minimum order amount for home pickup and delivery service is $40. For curtain dismantling and installation service, the minimum order is $150. In the event that Big Mama has already collected your order but you decide to cancel, a minimum order charge will apply for the delivery back to you, covering operational and transport waste trip costs. If you wish to reschedule the collection or delivery after the agreed schedule, Big Mama reserves the right to charge you $12 as a transport waste trip cost.
20. Quantity and cleaning charges of each article received will be based on Big Mama count and will be final.

Alteration

1. Big Mama will begin to perform the alteration service only upon receiving full payment from you for the service. Payment made shall be final once alteration work has commenced, and all services provided shall be non-refundable thereafter.
2. Alteration services provided are based strictly on the measurements taken or provided at the time of the first fitting. Any changes in measurements, design, or service requirements after the first fitting which result in additional or different services being performed shall be subject to additional charges. A tolerance of up to 2cm shall apply to pattern measurements due to the nature of manual measurements.
3. 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.
4. All claims must be made within (24) hours from the garment/item being collected. If the garments should be damaged/lost while in the Big Mama’s custody, such liability shall be 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 $100 per item. In the event of a customer complaint, the customer undertakes to give Big Mama the opportunity to rectify all works.
5. Cut out fabrics will be recycled unless the customer specifically requests otherwise.
6. All garments must be cleaned before alteration, Big Mama reserves the right to reject your items.
7. Items not collected after (2) months will be donated to charity.
8. Big Mama will not be responsible for any pre-existing condition that is not apparent upon visual inspection of the items.

Bag and Shoe Cleaning/Repairs

1. Big Mama will begin to perform the service only upon receiving full payment from you for the service. Once cleaning, restoration, or any related work has commenced, all payments made shall be final and non-refundable. Services provided are based on the condition assessed at the time of the initial evaluation. Any changes in the condition of the bag or shoe after the first assessment that require additional or different services will incur additional charges.
2. Removing stains completely is not guaranteed. Upon your requests, Big Mama may provide stain removal services. This will be done at your own risk. Additional charges at the prevailing rates apply. Big Mama reserves the right to refuse to service the item at any time.
3. You shall ensure that any major blemishes, stains, or defects apparent at the time of deposit are brought to the attention of Big Mama staff. Big Mama’s assessment at the time of deposit is limited to defects reasonably visible to the naked eye. You acknowledge that such blemishes or defects may or may not improve and may worsen, and that minor, hidden, or internal defects not apparent at the time of deposit may become visible following services rendered by Big Mama due to material limitations.
4. You may be informed of other blemishes spotted by Big Mama after deposit via phone, text or email.
5. Big Mama exercises the utmost care in servicing 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 fulfil our promise to deliver coloured items as close as possible to your requests. Kindly note that the original colour of the items may likely affect the end product. Therefore, Big Mama may not be able to guarantee that the colour will be exactly as requested. You must pay the agreed-upon charges prior to service.
6. Big Mama tried as hard as possible to track loose items found in the items sent to us. We will not be held responsible for loose items such as jewellery, cash, detachable buttons, cufflinks, dust bags, boxes, etc. We request that you 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 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. Our shoe laundry/machine wash service is specially designed for standard footwear like sneakers, sports shoes, and other suitable types. It does not include leather shoes, designer footwear, or delicate materials that are unsuitable for machine cleaning. While Big Mama exercises the utmost care in handling all items, we shall not be held liable for any damage that may occur during or after the cleaning process. Where repair or restoration is possible, we will make reasonable efforts. However, if the item cannot be repaired, no compensation will be provided.
10. 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 of after the expiry date.
11. Any items will be kept at our 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 of and are still at our workshop.
12. All claims, concerns, or irregularities relating to the condition of the item must be reported within twenty-four (24) hours from the time of collection or completion of service. Should any damage or loss occur to your item while in Big Mama’s care, Big Mama’s liability for any reason (including but not limited to lost or damaged items) shall be limited to five (5) times the cleaning cost, capped at a maximum of SGD 1,800, whichever is lower. Proof of purchase may be required to verify authenticity. Upon compensation, the affected item shall remain the property of Big Mama.

Upholstery Cleaning

1. Customers shall agree to make full payment for the upholstery services in advance, prior to the commencement of the service. Services sold are non-refundable.
2. Big Mama may impose additional charges after assessment if additional areas or conditions of the carpet, curtain, or upholstery differ from the information you have provided.
3. You should ensure that the servicing area is free from home décor blockage. We shall not be liable for any damages or costs incurred.
4. You are responsible for ensuring that the premises are ready for service at the scheduled time, including the availability of electricity and water, and safe access to the service area (including a functioning lift for high-rise units, where applicable).
5. If our team arrives as scheduled but is unable to proceed with the service due to site conditions beyond our control (including but not limited to lack of electricity, water, access restrictions, or non-functioning lifts), Big Mama reserves the right to impose a wasted trip fee of $50 to cover manpower, transportation, and time costs.
6. Big Mama shall not be liable for any shrinkage in the size of the carpet, curtain, upholstery, texture, or colour fading due to unforeseen circumstances.
7. Please note that not all stubborn stains, spots, and odours can be thoroughly removed.
8. You are responsible for inspecting the cleaning results immediately after completion of the service, before our team leaves the premises. Any concerns or issues regarding the cleaning results must be brought to the attention of our team at that time.
9. Our liability for loss or damage, if any, shall not exceed the invoice amount. Claims with supporting evidence must be made within 24 hours from the completion of the service.

House Cleaning

1. Customers shall agree to make full payment for the house cleaning services in advance, prior to the commencement of the service. Services sold are non-refundable.
2. Our house cleaning service encompasses the agreed-upon cleaning tasks as indicated in the scope of the One Time Moving-In/Out Cleaning Package. Any additional services requested during the cleaning session may incur extra charges.
3. You are responsible for providing access to the premises at the scheduled time. In case of any changes or delays, you are requested to inform us as soon as possible.
4. We understand that unforeseen circumstances may arise. You are required to provide at least 24 hours’ notice for rescheduling.
5. Our team members are carefully screened and trained professionals. However, you are responsible for securing any valuable items before the cleaning service begins. We shall not be held liable for any loss or damage to items left out during the cleaning process.
6. We provide our own cleaning products and equipment. If you have specific preferences or allergies, please inform us in advance. We strive to use environmentally friendly products whenever possible.
7. Big Mama is committed to delivering high-quality cleaning services. You are responsible for inspecting the cleaning results immediately after completion of the service, before our team leaves the premises. Any concerns or issues regarding the cleaning results must be brought to the attention of our team at that time. If you are not satisfied with any aspect of the service, please notify us within 24 hours, and we will address your concerns promptly.
8. While we take every precaution to ensure the safety of your property during the cleaning process, we cannot be held liable for any damages resulting from pre-existing conditions, wear and tear, improper installation, or your negligence.
9. Big Mama reserves the right to update or modify these terms and conditions at any time. You will be notified of any changes in advance.
10. Our cleaners are unable to climb on ladders higher than a five-step ladder to perform their work due to safety reasons.
11. Cleaners are unable to lift heavy objects or move large furniture items. You are responsible for clearing any clutter or obstacles that may impede the cleaning process.
12. Cleaners will not handle any type of animal or human waste, including vomit, blood, or body waste.
13. Due to sanitary and hygiene cross-contamination issues, cleaners are unable to clean in areas or homes with live infestations (maggots, fleas, roaches, bedbugs, etc.) until mitigated.
14. Big Mama reserves the right to not carry out any tasks that might pose any danger to our cleaners.
15. We will clean the interior of windows and grilles. For the exterior surfaces, cleaning is possible only if they are reachable by hand and pose no safety concerns to the cleaners.
16. Our standard cleaning services for light fixtures include general dusting and wiping of accessible surfaces within reach. However, due to safety and technical considerations, we exclude disassembly of lighting cover/shade/casing. Special light fixtures such as intricate chandeliers or delicate pendant lights are excluded from our standard service.
17. We provide general cleaning to the oven, cooking hood and hob, washing machine, and dryer.
18. We do not include specialised mould or mildew removal treatments.
19. Our standard cleaning services include the cleaning of adhesive tapes, stickers, decals, or similar materials from surfaces, limited to a maximum of 3 spots.
20. Our standard cleaning services include the removal of common household stains using industry-standard cleaning solutions and techniques. While we strive to achieve the best possible results, there are inherent limitations to stain removal. We cannot guarantee all stains can be removed.
21. We make every effort to clean all accessible areas of the property. However, areas that are unreachable or obstructed may not be cleaned.

Air-con Cleaning Service

1. Customers are required to make full payment for air conditioning cleaning services in advance, and once sold, services are non-refundable.
2. Big Mama only provides cleaning and top-up services, and does not perform any repair services.
3. Big Mama is not liable for accidents, injuries, damages, or delays beyond its control.
4. You must provide a minimum of 24 hours’ notice for rescheduling appointments.
5. You are responsible for ensuring that Big Mama personnel have safe and full access to the air conditioning unit during scheduled service times. If the access to the residence is not provided at the scheduled time, the visit shall be considered as one completed servicing job.
6. You must ensure that any furniture or household decorations do not obstruct the air conditioning unit to prevent potential damage or loss/cost incurred. In the event of any blockage, Big Mama will not be liable for any resulting damage or loss.
7. You are responsible for securing valuable items before the cleaning service as Big Mama is not liable for any loss or damage.
8. You are required to disclose any relevant information that may affect Big Mama personnel’s ability to perform services or their well-being.

Handyman Service

1. Customers shall agree to make full payment for the handyman services in advance, prior to the commencement of the service. Services sold are non-refundable.
2. Big Mama may impose additional charges after on-site assessment if the scope of work, materials required, or complexity differs from the initial information provided.
3. You are responsible for providing access to the premises at the scheduled time. In case of any changes or delays, you are requested to inform us as soon as possible.
4. You should ensure that the servicing area is accessible and free from any obstructions. We shall not be liable for any damages or additional costs caused by blocked access or hazardous conditions.
5. We reserve the right to refuse service if the working environment is deemed unsafe or if the scope of work exceeds our expertise or available resources.
6. We understand that unforeseen circumstances may arise. You are required to provide at least 24 hours’ notice for rescheduling.
7. Our team members are carefully screened and trained professionals. However, you are responsible for securing any valuable items before the handyman service begins. We shall not be held liable for any loss or damage to items left out during the service.
8. For services involving drilling work:
  - We do not provide any warranty for cracks or breakage when drilling marble, tile, stone, granite, or brick walls. Drilling will be carried out as per your instructions, and any risks associated with the fragility of these materials are solely your responsibility.
  - We are not responsible for damage to concealed wiring, water pipes, or other hidden structures unless such details are explicitly communicated to us before the work begins.
  - In the event of damage during installation, customers must follow our established reporting procedure. This includes providing clear photos or videos showing the affected areas (such as wall damage, product issues, or screw holes) from various angles.
  - For safety reasons, you may remove shattered glass or other hazardous debris. However, the damaged area itself must remain unchanged until our investigation is complete.
  - Reports of damage must be submitted within 24 hours of service completion. Delays in reporting may affect the outcome of our investigation. We will assess the situation thoroughly and offer appropriate support based on our findings.
9. You are responsible for inspecting the results immediately after the completion of the service, before our team leaves the premises. Any concerns or issues must be raised with our team at that time.
10. Our liability for loss or damage, if any, shall not exceed the invoice amount. Claims with supporting evidence must be made within 1 month from the completion of the service.
11. Any additional work requested that is not covered under the initial agreement will require a separate quotation and approval before commencement.
12. Customers must ensure that all electrical, plumbing, or structural systems comply with local regulations. We are not responsible for pre-existing issues or code violations.
13. Big Mama is not responsible for incidental or consequential damages resulting from the service provided.

Payment Terms

1. Big Mama uses a third-party (“Payment Provider”) to process online payments. The processing of your payment is subject to the terms, conditions, and privacy policies of the Payment Provider, as well as the terms set by your issuing bank or payment instrument provider (e.g., credit or debit card company).
2. We shall not be liable for any errors, delays, or unsuccessful transactions caused by the Payment Provider or issuing bank, including but not limited to lack of authorisation, exceeded spending limits, processing errors, or transaction declines.
3. All online bank transfers are processed through the respective issuing bank’s payment gateway and are subject to your bank’s terms and conditions.
4. Our service prices are listed on https://bigmama.easybus.app/ and are subject to change. Confirmed orders will not be affected by subsequent price changes. Prices may include 9% Goods and Services Tax (GST), depending on local tax regulations. If the GST rate changes between order confirmation and payment, we will adjust the final price accordingly.
5. We do not automatically charge any saved credit card without customer confirmation. Even if your card details are stored in our system, the following applies:
  - A payment reminder will be sent for any outstanding balance.
  - Charges will only be processed upon written confirmation (via WhatsApp or email).
6. For customers who have provided prior written authorisation for automatic charging, such consent will be documented and charges may be processed accordingly.
7. Full payment must be made before service commencement or item delivery.

Big Mama Advance/Prepaid Credit

1. Prepaid credit can be used to offset your payment for all services offered by Big Mama including online order at https://bigmama.easybus.app/.
2. Prepaid credit can be used at any of our Big Mama outlets. Our outlet locations can be found at https://bigmama.sangthieu.io.vn/contact-us/.
3. Prepaid credits will expire three years after the last date of transaction. Any remaining balance will be cancelled immediately and without further notice.
4. Prepaid credit is not transferable to other party.
5. Prepaid 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 prepaid credits.

Modes of ‘Compensation’

1. To repair any damages if possible.
2. To replace if items cannot be repaired.
3. To compensate for the item taking into consideration the depreciation of the item.

For financial compensation, proof of purchase (receipts) must be furnished. If no receipts can be obtained, then Big Mama will rely on its assessment. Final decision is at the discretion of Big Mama.

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).