Renovation work isn't a product you can box up and post back. This policy explains how we handle deposits, milestone payments and ordered materials when something changes — a paused project, a scope cut, a cancellation, or work that needs putting right under our workmanship guarantee.
Deposit (10%)
The 10% deposit secures your slot on our calendar and funds the working drawings, finish-sample meetings and procurement of long-lead items. It is partly refundable depending on the stage of cancellation:
- Cancelled before drawings begin — full refund less a RM 1,500 administration fee.
- Cancelled during drawings — the unused portion is refunded; drafted-and-signed-off drawings are billed at the rate stated in your quote.
- Cancelled after material orders are placed — material costs already committed are non-refundable and any restocking fee charged by the supplier is passed through at cost.
Milestone payments
Each milestone payment becomes due once the corresponding work is completed and inspected. Once a milestone has been signed off and paid, that portion of work is considered delivered and is non-refundable, except where a defect arises that falls under our workmanship guarantee (see below).
Final 5%
The final 5% is held back until you've walked the finished site with us, agreed a snag list, and we've cleared every item on it. If a snag can't be resolved within a reasonable timeframe, the corresponding portion of the holdback is forfeited or credited back to you.
Workmanship guarantee remediation
For two years after hand-over we'll return and put right any defect in the work we delivered — at no charge for labour or materials. Items that fall outside this cover include:
- Damage caused by misuse, water ingress from outside the renovated area, or third-party works carried out after hand-over.
- Wear-and-tear of consumable items (silicon seals, paint touch-ups, tap aerators).
- Manufacturer's defects in supplied appliances and fittings — these fall under the original manufacturer's warranty, which we'll help you claim.
Variations and scope changes
If you ask to change something mid-project, we'll issue a variation order with a separate price and timeline impact before any work happens. Variations are paid alongside the next milestone and are non-refundable once the work is executed.
How to raise a claim
Email [email protected] with photos and a brief description, or call the studio on +60 18-2376581. We'll come and inspect within five working days, and either rectify on the spot or schedule the work into the next two weeks.
Disputes
If we can't reach an agreement, both sides agree to attempt mediation through the Asian International Arbitration Centre (AIAC) before commencing legal proceedings. The contract for renovation works will set out the arbitration clause in full.