We sell services and, alongside them, physical materials such as water heaters, pumps, tanks, pipes and fittings. Because "returning" a completed waterproofing job isn't physically possible, this policy explains separately how we handle service issues and material returns. It supplements — and never reduces — your rights under the Consumer Protection Act 1999.
1. Cancelling a booking
- More than 24 hours before the slot: free cancellation or rescheduling, and any deposit is refunded in full.
- Less than 24 hours before: we may retain up to RM150 of any deposit to cover the reserved crew time, at our discretion — regular clients will tell you we rarely apply it.
- Crew already dispatched: the agreed call-out fee applies even if you cancel on arrival.
2. Deposits on larger works
Staged projects (re-piping, full waterproofing, roof works) begin after a deposit stated in the quotation. If you cancel before materials are ordered, the deposit is refunded minus any survey and design time actually spent, which we itemise. Once project-specific materials are ordered, their cost is deducted from the refund and the materials are yours to keep or for us to return to the supplier where possible.
3. If the work isn't right
Tell us within the warranty period stated in your quotation. The sequence is always the same:
- We inspect within five working days (24–48 hours for active leaks).
- If our workmanship failed, we re-do the affected work at no charge — this is the primary remedy.
- If re-work is impractical or fails a second time, we refund the affected portion of the invoice.
Refunds are paid to the original payment method within 14 days of agreement.
4. Returning supplied materials
- Uninstalled items (a heater still in its box, unused fittings) may be returned within 14 days of delivery in resalable condition for a full refund of the item price.
- Installed equipment that proves defective falls under the manufacturer's warranty; we handle the claim and the swap-out labour for the first 12 months at no charge.
- Consumables already used (membrane, sealants, cement products) cannot be returned once applied — their performance is covered by the workmanship warranty instead.
5. What this policy doesn't cover
Damage caused by others altering our work, blockages caused by items flushed after a drain clean, defects in areas we were not engaged to repair, and normal wear of serviceable parts such as tap washers and float valves.
6. How to raise a claim
Email [email protected] with your invoice number and photos, or call +60 3-8318 4276. You'll get a named person, not a ticket number.