Customer terms
& conditions.

01Orders, requests and booking confirmation

These customer terms apply to orders and bookings accepted by MADAM LEELA'S FNB GROUP SDN. BHD. (Madam Leela’s, we, us or our), together with your accepted quotation or order confirmation. They cover restaurant dining, takeaway, delivery, catering and event services provided by the company. They do not automatically transfer an earlier booking made with a different legal business.

Website submissions, table requests, quotation builders, WhatsApp messages, tentative dates and KIV entries are enquiries until we confirm otherwise in writing. An automatic estimate, a payment receipt upload or a displayed available slot does not by itself confirm a booking. This also applies to requests made through our testing website.

A booking is confirmed when we issue written acceptance and receive the payment required for confirmation, if any. For ordinary restaurant orders, confirmation may be given at the counter or through our official ordering channel. Check all details before accepting. The person booking for an organisation or another customer must have authority to do so.

02Your quotation and agreed arrangements

Your accepted quotation or confirmation identifies the legal business, selected menu, quantity or guaranteed guest count, date, venue, service hours, inclusions, exclusions, total charges and payment schedule. Booking-specific changes must be expressly agreed in writing. Specific agreed arrangements take priority over these general terms where they differ, subject to Malaysian law.

A quotation is valid for the period shown. A date is held only where we expressly confirm a hold and its expiry. Promotions apply only within their published dates, minimum quantities and eligibility conditions. Complimentary items and discounts are included only as stated in the accepted offer.

Tell us promptly about mistakes in the confirmation. We will explain any material error in our price or description and agree a correction or appropriate remedy; an error does not permit us to unilaterally change an accepted price.

03Prices, deposits and payment

Prices are in Malaysian Ringgit. Applicable taxes, compulsory service or setup charges, packaging, transport and other charges will be disclosed before acceptance. Optional additions require agreement. Your quotation or invoice states the booking deposit, balance and deadlines; there is no additional universal deposit percentage under these terms.

Pay only through verified company payment instructions. Independently verify an unexpected change of bank details using our established contact number. A screenshot is subject to confirmation that funds have been received. Keep your order or invoice reference with the payment.

If a required payment is overdue, we may notify you and allow a reasonable opportunity to resolve it, considering the event date. Suspension or cancellation may follow if payment remains outstanding. Any retained payment remains subject to the cancellation terms and applicable law. Payment alone does not replace the booking confirmation process.

04Changes, guest counts and substitutions

Request changes to the date, time, address, menu, guest count or service in writing. Changes depend on availability and are effective only when accepted. We will explain additional costs before agreeing the change.

The final guest-count deadline is stated in your confirmation. Purchasing and preparation are based on the guaranteed quantity. Reductions after costs have been committed may result in reasonable committed costs. Additional guests, extended service and last-minute additions require availability and agreement; food and refills are not unlimited unless specifically included.

We will seek your agreement to a material menu substitution. We will not knowingly substitute an item that conflicts with an allergy or dietary requirement we have expressly accepted. If an acceptable alternative cannot be agreed, we will provide an appropriate adjustment or refund for the affected unprovided item.

05Cancellation, postponement and refunds

Send cancellation or postponement requests to the official contact shown in your confirmation. We will acknowledge them in writing. Any booking-specific cancellation schedule must have been disclosed before acceptance.

Unless a different lawful arrangement was expressly agreed, deductions are limited to reasonable, supportable loss and committed costs caused by cancellation, taking account of costs saved, recoveries and reasonable efforts to reduce loss. We will explain deductions and will not recover the same loss twice. Calling a payment a deposit does not automatically make the entire payment forfeitable.

Postponement depends on availability and written acceptance. Committed costs and a price difference for the replacement booking will be explained for agreement. Prepared or dispatched perishable food may not be cancellable for a change of mind. This does not remove rights relating to unsafe, incorrect, defective or undelivered food or deficient services.

We will confirm the refund amount, any lawful deductions and the expected processing period in writing. Refunds normally return to the original payer through the original payment method, or a verified alternative agreed with that payer. A discretionary goodwill offer does not restrict a statutory remedy.

06Dining and table reservations

Table availability and seating depend on the party size, service conditions and the confirmed arrangement. Tell us about accessibility, child seating and other important needs in advance. A requested time is not a confirmed table until our team accepts it.

If you expect to arrive late or change your party size, contact us. Any table-holding period or no-show charge must be communicated and agreed beforehand. We may release a table after the disclosed holding period. No undisclosed no-show fee applies under these general terms.

Treat staff and other guests respectfully and follow reasonable food-safety and premises rules. We may refuse or suspend unsafe, threatening or unlawful conduct, with any payment reconciliation handled fairly.

07Takeaway, delivery and platform orders

Provide an accurate address, telephone number, requested collection or delivery time and an available recipient. Disclose high-rise access, parking, security and other delivery restrictions. Lobby handover applies where stated in your order confirmation.

Preparation and delivery times are estimates unless expressly guaranteed. We will communicate material delays when known. We remain responsible for obligations that apply to our own service, including where we arrange a delivery partner; a third-party rider does not automatically remove that responsibility.

If an incorrect address or unavailable recipient prevents handover, we will make reasonable contact attempts and explain practical options. Reasonable additional delivery costs may apply where disclosed and agreed. Perishable food cannot always be held or redelivered safely.

Report missing, incorrect or damaged items promptly with your order reference and available supporting information. For platform orders, the platform’s ordering and claims process may also apply, without removing your statutory rights.

08Catering packaging, setup and service

Express Buffet and Premium Buffet describe the packaging, equipment and service arrangement of the selected package. Express Buffet generally uses disposable trays and excludes service crew, cordial and drinking water unless expressly added. Premium Buffet includes the confirmed buffet equipment, crew, cordial and drinking water specified in the accepted package.

Minimum quantities, guest-count price tiers, setup charges, transport coverage, live stations and complimentary features follow the accepted package and quotation. Campaign offers may differ. Only listed inclusions are supplied; your quotation defines quantities, replenishment and service duration.

You may request your preferred serving time. Our team confirms feasibility and the agreed arrival, setup and serving schedule before accepting the booking. The online time selection does not guarantee availability.

Provide venue permission, safe access, the agreed setup space and any agreed utilities. Tell us about stairs, restricted lifts, loading permits, parking and venue rules before confirmation. Express Buffet high-rise handover is at the lobby unless another arrangement is agreed. Additional access-related services or costs require agreement.

09Allergies, food handling and leftovers

Disclose allergies and dietary requirements before ordering. We will confirm whether we can accommodate them. Our preparation environment may handle common allergens, so vegetarian food is not automatically vegan or allergen-free. We do not promise an allergen-free environment without a specifically verified arrangement.

We remain responsible for applicable food-safety duties and reasonable care in preparing and serving food. After handover, follow the supplied storage, handling and consumption instructions. Express Buffet is intended for prompt consumption, normally within two hours of the advised handover or serving time, subject to the actual conditions and specific instructions.

That period is not a guarantee of safety where food is handled improperly. Do not retain leftovers unless safe temperature control can be maintained. Assistance with packing leftovers does not certify their future safety. These instructions do not waive claims arising from food unsafe when supplied or from our negligence.

If food appears unsafe, stop consumption and contact us promptly. Seek medical care where appropriate. Keep available order details and evidence safely; do not delay care to collect evidence.

10BK Event Hall access, hours and security deposit

Your confirmation specifies the permitted areas, capacity, layout, facilities and access hours. Standard event slots are lunch, 11:00 AM–3:00 PM, and dinner, 6:00 PM–10:00 PM, unless a different arrangement is confirmed. Two complimentary setup hours without air-conditioning apply where included.

Additional hours require availability and approval. Hall hire, overtime, outside-catering, corkage and refundable security-deposit amounts are shown in the quotation before acceptance. The security deposit is separate from the booking payment.

Documented damage, missing property, exceptional cleaning or agreed unpaid charges attributable to the customer or their guests/vendors may be deducted from the security deposit. Fair wear and tear is excluded. We will provide an itemised explanation and return the undisputed balance within the period stated in the confirmation. A disputed deduction does not justify withholding an unrelated undisputed balance.

11Hall rules, vendors and alcohol

Observe the confirmed capacity and safety instructions. Keep exits and safety equipment clear. No smoking inside, no DJ, and approved PA playlists only. Submit playlists in advance; guest song requests are not accepted. Kitchen and areas marked for authorised personnel are restricted. Use the confirmed designated food-service area.

Outside caterers, canopies, decorations and external vendors require prior approval and any necessary venue permission. Decorations must not damage surfaces. Customers must reasonably supervise their guests and independently appointed vendors.

Alcohol requires prior written approval and remains subject to applicable law and venue conditions. Where permitted, the agreed corkage applies. Drinks must be handed over before the event, beer must be served in cups, and a designated person must handle serving under the agreed arrangement. For whisky service, only drinking water and ice are included unless otherwise stated.

12Equipment, property and customer conduct

Supplied equipment remains the owner’s property and must be used for its intended purpose. Do not move or modify it without permission. Follow collection and return arrangements; extra hire charges must have been disclosed.

Customers are responsible for proven loss or damage caused by their misuse or by guests/vendors for whom they are legally responsible. Charges reflect reasonable repair or replacement costs, allowing for fair wear and tear and without betterment. Customers are not responsible for damage caused by our staff, defective equipment or our negligence.

We may suspend an unsafe or unlawful activity or threatening behaviour. Where practicable, we will explain the issue and allow it to be corrected. Suspension does not automatically entitle us to retain every payment.

13Disruption and inability to fulfil

If severe weather, government restrictions, utility failure or another event beyond reasonable control prevents performance, the affected party must notify the other promptly and take reasonable steps to reduce disruption. We will discuss alternatives, rescheduling or cancellation.

Payments for unprovided services will be reconciled fairly. Retention requires a lawful basis and reasonable, supportable and unrecoverable costs. This clause does not excuse avoidable failures or remove statutory remedies.

If we cannot fulfil a confirmed booking, you do not have to accept a materially different replacement. Payments for services not supplied will be refunded, without limiting other remedies available under law.

14Complaints and appropriate remedies

Contact our official customer channel with your order or booking reference, a description of the problem and the resolution requested. Prompt reporting helps us investigate; there is no artificial complaint deadline here that removes legal rights.

We will review the issue fairly and request reasonable supporting information where available. Lack of a photograph does not automatically invalidate a complaint. Where warranted, an appropriate remedy may include correction, replacement, price adjustment or refund.

Customers remain free to make lawful, truthful reviews and reports, approach relevant authorities or pursue available legal remedies. Contacting us first may help resolve the issue, but it is not a compulsory barrier to exercising those rights.

15Responsibility and legal rights

Each party remains responsible for loss caused by its breach, negligence or unlawful conduct, subject to applicable law. Reasonable steps should be taken to reduce avoidable loss, and the same loss cannot be recovered twice.

Nothing in these terms excludes rights or liabilities that cannot lawfully be excluded, including applicable consumer guarantees, fraud, or death or personal injury caused by negligence. These terms do not impose a blanket liability cap or require customers to indemnify us for our own wrongdoing.

Company representatives act for the identified company and do not provide a personal guarantee merely by handling a booking. This does not remove personal responsibility imposed by law or an expressly signed personal guarantee.

16Customer information, images and private links

Our separate Privacy Information page explains the information currently collected through this website and how it is used for enquiries, orders, bookings and follow-up. Booking acceptance does not automatically authorise promotional messages or promotional use of identifiable customer or guest images; any required consent must be obtained separately.

Keep private order, reservation and quotation links secure; anyone with a link may be able to access the information or permitted actions it contains. Tell us promptly if a link has been shared incorrectly. Do not send passwords, card security codes or unnecessary identity documents through booking messages.

Do not interfere with the website, impersonate another customer or access their records without permission. Website photographs, logos and other content belong to their respective owners or are used with permission. Reasonable sharing of public promotional links is permitted.

17Applicable law, versions and contact

Malaysian law governs these terms. Customers retain access to competent Malaysian courts, the Tribunal for Consumer Claims where eligible, regulators and other lawful remedies. Attempting an amicable resolution does not prevent urgent or statutory action.

The version provided and accepted for your booking applies to that booking. Later website changes do not retrospectively replace an existing agreement without lawful agreement. The terms are available on the dated link below; keep it with your booking confirmation. If a provision is unenforceable, the remainder applies to the extent legally possible.

Customer contact: info@madamleelas.com or 016 666 4645. Business address: No. 5, Jalan Anggerik Vanilla AB 31/AB, Kota Kemuning, 40460 Shah Alam, Selangor, Malaysia.