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 accepted. An automatic estimate, payment receipt upload or displayed available slot does not by itself confirm a booking. This also applies to requests made through our testing website.

For catering and BK Event Hall, a 40% deposit against the approved quotation confirms the booking once our team has accepted the date, services and arrangements in writing. The balance is due 3 days before the event. For a hall-only booking, the 40% is calculated on the hall-hire quotation. For ordinary restaurant orders, acceptance may be given at the counter or through our official ordering channel. 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, menu, guaranteed guest count, date, venue, service hours, inclusions, exclusions, charges and payment schedule. Specific arrangements expressly agreed in writing take priority where they differ from these general terms, subject to Malaysian law.

Catering and hall quotations are valid for 7 days from their stated quotation date. You may request an extension; it takes effect when confirmed by our team in writing. A date is held only where we expressly confirm a hold and its expiry. Published promotions apply within their dates, minimum quantities and eligibility conditions. Complimentary items are included only as stated in the accepted offer.

Check the confirmation and tell us promptly about any error. We will explain material errors in our price or description and agree a correction or appropriate remedy. We will not unilaterally change an accepted price. Existing accepted bookings retain the agreed price and terms unless a lawful change is agreed.

03Prices, booking deposits and payment

Prices are in Malaysian Ringgit. Before acceptance and payment, your quotation or order summary must disclose compulsory charges and the total payable. Optional additions require agreement.

For all catering bookings, including wedding catering, banana leaf service and live stations, and for BK Event Hall, the booking deposit is 40% of the approved quotation and the balance is due 3 days before the event. The deposit forms part of the quotation total. Hall-only bookings use 40% of the hall-hire quotation. A separate refundable RM300 hall security deposit applies to hall rental, as explained in the hall section.

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

If a required payment is overdue, we may notify you and allow a reasonable opportunity to resolve it, taking account of the event date. Suspension or cancellation may follow if payment remains outstanding. Any money retained remains subject to the cancellation conditions and applicable law. We do not automatically charge these event deposit terms to an ordinary restaurant or takeaway order.

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 receipt in writing. These conditions must be available before you accept and pay for the booking.

If you cancel a confirmed catering or hall booking, the 40% booking deposit paid is forfeited, subject to applicable Malaysian law and any mandatory right to a refund or reduction. This is not an unconditional penalty: any retention must be legally enforceable and reasonable in the circumstances. We will explain any retained amount and return any amount that cannot lawfully be retained. We will not recover the same loss twice.

The deposit-forfeiture condition does not remove remedies where we cancel, fail to provide the agreed service, supply unsafe or defective food, or where you exercise a statutory right. It does not automatically forfeit a hall security deposit. Payments above the booking deposit will be reconciled against any separately agreed, reasonable and lawful cancellation liability, with no double recovery.

Postponement is subject to availability and written agreement. Whether a deposit can transfer to a new date, committed costs and any price difference must be confirmed in writing; postponement is not automatically approved by submitting a request. Prepared or dispatched perishable food may not be cancellable for a change of mind, without affecting rights relating to unsafe, incorrect, defective or undelivered food.

We will confirm any refund, 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 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

Catering covers lunch, teatime and dinner. Express Buffet and Premium Buffet describe the packaging, equipment and service arrangement of the selected package. Express Buffet is available for 20–100 guests, uses disposable trays and has no service crew. Cordial and drinking water are included in Premium Buffet only, unless separately ordered and confirmed.

For Express Buffet, plates and cutlery are optional at RM1.50 per person per set. Delivery is charged at the actual quoted Lalamove rate. High-rise handover is at the lobby unless expressly agreed otherwise. The charge and handover arrangements must be confirmed before acceptance.

Premium Buffet bookings below 100 guests carry an RM300 setup charge unless a specific accepted offer expressly includes or waives it. Equipment, crew, transport coverage, food quantities, replenishment and service duration are those listed in the accepted package and quotation. The final guest-count deadline is the date stated in your confirmation; do not assume that a requested change is accepted.

Wedding promotions apply to wedding catering only, with a minimum of 200 guests. Qualifying extras begin at 500 guests for the Air Balang Counter, 700 for the Dessert Table and 1,000 for DIY Thosai, subject to the accepted offer. Other minimum quantities and live-station arrangements follow the selected package. Food and refills are not unlimited unless expressly included.

You may request your preferred serving time. Our team confirms availability and the agreed arrival, setup and serving schedule. Provide venue permission, safe access, the agreed setup space and any agreed utilities. Tell us about stairs, restricted lifts, loading permits and parking rules before confirmation. 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 capacity, hours and security deposit

Standard hall slots are lunch, 11:00 AM–3:00 PM, and dinner, 6:00 PM–10:00 PM. Up to 2 hours of complimentary setup access is included without air-conditioning where confirmed. Extra hours require availability and approval, at the rate disclosed in your accepted quotation.

The standard hall arrangement accommodates up to 100 guests. Up to 120 may be arranged by agreement with management and the customer, subject to a suitable layout and permitted safety limits. More than 120 requires an approved canopy arrangement. One canopy may support an overall arrangement of around 200 guests, with a second if required, to a maximum of two. These are planning estimates, not a guarantee of approved occupancy.

Canopies must be supplied by Madam Leela’s approved panel vendors. The arrangement requires the relevant MBSA permit, with the application arranged at least 3 weeks before the event. Layout, permissions, permit responsibility, cost and safe capacity must be confirmed before the booking is accepted. A canopy must not obstruct emergency access or public areas without permission.

A refundable RM300 security deposit applies to hall rental, separately from the 40% booking deposit. It is refunded after the event if there is no damage. The responsible payer and refund arrangements must be recorded in the booking confirmation; approved-panel arrangements do not remove the requirement.

Any damage deduction must be attributable to the customer or persons for whom they are legally responsible, itemised and supported. Fair wear and tear and damage caused by us or defective equipment are excluded. We will return the undisputed balance within the period stated in the confirmation. Other unpaid charges must be disclosed and agreed; they do not automatically justify forfeiting the security deposit.

11Hall rules, vendors, food and corkage

Buffet lines, chafing dishes and food-service stations must be set up in the designated buffet area, not inside the hall. Guests may eat their meals inside the hall. Customers may not bring their own caterer: food must be supplied by Madam Leela’s or a caterer on our approved panel.

Inform management in advance about outside vendors such as decorators. They must follow the agreed access and safety arrangements and may not use the kitchen. Use approved-panel canopy vendors only. Nails, confetti and fog effects are not permitted. Decorations must not damage surfaces, and vendors must remove their balloons, materials and waste at the agreed clearance time.

Observe the confirmed capacity, keep exits and safety equipment clear, and do not smoke inside. PA operation is restricted to authorised personnel. Use pre-submitted approved playlists; no guest song requests. A DJ requires express management approval in advance. Customers must reasonably supervise their guests and independently appointed vendors.

Alcohol requires approval in advance and compliance with applicable law and venue conditions. Corkage is RM300 per event and includes one serving staff member. Alcoholic drinks are supplied by the organiser. Arrange the handover time with our team and hand over all drinks before the event begins.

Beer must be served in cups; drinking directly from cans or bottles is not permitted. For whisky, we supply drinking water and ice only. Soft drinks, soda, tonic and other mixers are excluded. Bring any required mixers and hand them over with your drinks before the event.

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.