SERVICE POLICY

This Service Policy explains the general process and conditions governing services booked or purchased through this website.

Specific service descriptions, quotations or written agreements may contain additional terms.

1. Service Scope

The scope of each service will be based on the applicable:

  • website description;

  • quotation;

  • proposal;

  • booking confirmation;

  • service order; or

  • other written agreement.

Customers should review the service scope before confirming a booking or making payment.

2. Service Availability

Services are subject to availability.

Availability may depend on:

  • appointment capacity;

  • staff availability;

  • location;

  • project workload;

  • required materials;

  • third-party availability; or

  • operational requirements.

3. Booking Confirmation

A booking request may require confirmation.

An automated acknowledgement does not necessarily mean that a service has been accepted where availability or eligibility must first be checked.

Final confirmation will be provided through the relevant booking or communication channel.

4. Information Required From Customers

Customers must provide accurate information reasonably required to perform the service.

Depending on the service, this may include:

  • contact information;

  • appointment details;

  • instructions;

  • measurements;

  • specifications;

  • project materials;

  • access information;

  • approvals; or

  • other relevant information.

Failure to provide required information may cause delay or prevent completion of the service.

5. Appointments

Where a service requires an appointment, customers should attend or be available at the agreed time.

Customers should provide notice as early as reasonably possible if they expect to:

  • arrive late;

  • be unavailable; or

  • miss the appointment.

Late arrival may reduce the available service time where extending the appointment would affect other bookings.

6. Remote and Digital Services

For remote or digital services, customers are responsible for maintaining suitable:

  • internet access;

  • devices;

  • software; and

  • other technical requirements disclosed before the service.

External platform or telecommunications disruption may affect service delivery.

7. Service Delivery

Services will be provided:

  • with reasonable care and skill;

  • according to the agreed description;

  • within the agreed timeframe or a reasonable timeframe where no fixed timeframe exists; and

  • in accordance with applicable Malaysian law.

8. Customer Cooperation

Timely cooperation may be required.

Where customer:

  • feedback;

  • approval;

  • information;

  • access; or

  • materials

are required, the service timeline may be extended if those items are delayed.

9. Customer-Requested Changes

Requests that materially change the agreed scope may require:

  • a revised quotation;

  • additional charges;

  • additional time; or

  • rescheduling.

Material additional paid work will not proceed without reasonable notice or agreement.

10. Revisions

Where revisions are included, the number or scope of revisions will be stated through the relevant service information.

Requests beyond the included revisions may be treated as additional work.

A revision generally means modification within the original agreed scope.

A completely new direction or new requirement may be treated as additional work.

11. Completion and Acceptance

Where appropriate, customers should review completed work within a reasonable period and report any genuine issue.

A service that does not comply with applicable statutory guarantees will be handled in accordance with Malaysian law.

12. Third-Party Dependencies

Some services may rely on third-party:

  • platforms;

  • suppliers;

  • contractors;

  • software; or

  • systems.

We will take reasonable steps to manage third-party issues but cannot guarantee matters outside our reasonable control.

13. Customer-Supplied Content and Materials

Customers are responsible for the accuracy and legality of materials they provide.

Customers must not provide material that:

  • infringes intellectual property rights;

  • breaches confidentiality;

  • contains unlawful material; or

  • cannot lawfully be used for the requested purpose.

14. After-Service Support

Any included:

  • support;

  • maintenance;

  • warranty;

  • follow-up; or

  • after-service assistance

will be described in the relevant service package, quotation or agreement.

Ongoing support is not automatically included unless expressly stated.

15. Service Issues

If a customer believes a service was not provided as described, they should contact us with reasonable details of the issue.

Where appropriate, a remedy will be provided consistently with the service agreement and applicable Malaysian law.