Last updated: 15 January 2026

Return and Refund Policy

At Bold Move Property Solutions Sdn Bhd ("we", "us", "our", or "the Company"), we are dedicated to delivering plumbing, electrical, waterproofing, bathroom remodelling, water heater installation, and general property maintenance services of the highest professional standard. We understand that circumstances may arise where a Client is not fully satisfied with the work performed or wishes to request a refund. This Return and Refund Policy outlines the conditions under which refunds may be granted, the process for submitting a claim, and the limitations that apply.

1. Our Service Satisfaction Guarantee

We stand behind the quality of every job we undertake. If the completed work does not meet the specifications agreed upon in your quotation or service agreement, we will return to your property and carry out the necessary rectification at no additional cost. This satisfaction guarantee applies for a period of ninety (90) days from the date of completion for standard repair work and twelve (12) months for renovation and installation projects.

Our first priority is always to resolve any issue by re-performing or correcting the work. A monetary refund is considered only when rectification is not feasible, when the Client has a valid reason for declining further work, or when the circumstances described in this policy otherwise warrant a refund.

2. Scope of Refunds

Refunds may be considered in the following circumstances:

• Failure to Complete Work: If we are unable to complete the agreed scope of work due to reasons within our control, you are entitled to a full refund of any payments made for the uncompleted portion of the work.
• Substandard Workmanship: If the completed work demonstrably fails to meet the standards specified in the quotation or service agreement, and we are unable to rectify the issue within a reasonable timeframe (typically fourteen business days from the date of your complaint), you may be entitled to a partial or full refund at our discretion.
• Incorrect Materials or Parts: If we supply and install materials, fixtures, or parts that are different from those specified in the quotation, and you do not wish to accept the substituted items, we will replace them with the correct items at no cost or provide a refund for the difference in value.
• Scheduling Failure: If we fail to attend a confirmed appointment without providing you with at least four (4) hours' advance notice and are unable to reschedule within forty-eight (48) hours, any deposit paid for that appointment will be refunded in full.
• Overcharging: If you are inadvertently charged more than the amount stated in your approved quotation (excluding legitimate additional work authorised by you), the overcharged amount will be refunded promptly.

3. Items and Circumstances Not Eligible for Refund

The following situations are not eligible for a refund:

• Change of Mind: If you decide you no longer want the completed work after it has been performed to the agreed specifications, no refund will be issued. This includes aesthetic preferences that differ from expectations where the work was completed as described in the quotation.
• Pre-Existing Conditions: Issues that existed prior to our involvement and were disclosed to you during the site inspection, or issues that arise from pre-existing defects in your property's plumbing, electrical, or structural systems that were not part of our scope of work, are not eligible for refund.
• Client-Supplied Materials: Where the Client has supplied their own materials, fixtures, or parts for us to install, we are not responsible for defects, incompatibility, or failures of those materials. No refund will be issued for labour costs associated with installing client-supplied materials that prove to be faulty or unsuitable.
• Unauthorised Modifications: If the Client or a third party modifies, alters, or tampers with completed work without our prior written consent, any warranty is voided and no refund will be considered for issues arising from such modifications.
• Normal Wear and Tear: Deterioration of materials or workmanship resulting from normal use over time, exposure to weather conditions, or general ageing of fixtures and fittings is not grounds for a refund.
• Force Majeure: Delays or inability to complete work caused by events beyond our reasonable control, including natural disasters, severe weather, government-imposed restrictions, supply chain disruptions, pandemics, or utility outages, do not entitle the Client to a refund. In such circumstances, we will work with you to reschedule or adjust the scope of work.
• Emergency Call-Out Fees: The after-hours surcharge for emergency call-outs is non-refundable once a technician has been dispatched to your property, regardless of whether the full repair is completed during that visit.
• Diagnostic and Inspection Fees: Where a paid diagnostic visit or detailed inspection has been conducted, the associated fee is non-refundable as the service (diagnosis and professional advice) has been rendered.

4. How to Request a Refund

If you believe you are entitled to a refund under the terms of this policy, please follow these steps:

• Step 1 — Contact Us: Send an email to [email protected] or call us at +60 3-7726 4185 within fourteen (14) days of the issue becoming apparent. Please include your full name, invoice number, date of service, a detailed description of the issue, and any supporting photographs or documentation.
• Step 2 — Assessment: Our service manager will review your claim and may arrange a follow-up inspection of the work at your property. This inspection is conducted free of charge and is intended to verify the nature and extent of the reported issue.
• Step 3 — Resolution Proposal: Within seven (7) business days of completing the assessment, we will provide you with a written response outlining our proposed resolution. This may include rectification of the work, a partial refund, a full refund, or an explanation of why the claim does not qualify for a refund under this policy.
• Step 4 — Rectification or Refund: If rectification is proposed and you accept, we will schedule the corrective work at a mutually convenient time. If a refund is approved, it will be processed within the timeline specified in Section 5 below.

5. Refund Processing Timeline

Approved refunds will be processed as follows:

• Bank Transfer Payments: Refunds will be credited to the same bank account from which the original payment was made within ten (10) business days of the refund being approved.
• Credit or Debit Card Payments: Refunds will be credited to the original card within fourteen (14) business days. Please note that the actual time for the refund to appear on your statement may vary depending on your card issuer.
• Cash Payments: Refunds for cash payments will be issued via bank transfer to an account nominated by you, within ten (10) business days of the refund being approved. Alternatively, a cash refund may be collected from our office by appointment.

All refunds are issued in Malaysian Ringgit (MYR). Any bank charges or currency conversion fees incurred during the refund process are borne by the Client.

6. Partial Refunds

In certain circumstances, a partial refund may be more appropriate than a full refund. Partial refunds may be offered where:

• A portion of the agreed work was completed satisfactorily but another portion was not.
• Materials or parts were correctly supplied and installed, but the labour component did not meet the agreed standard.
• The Client cancels a project midway through, and a portion of the work has already been completed. In this case, the refund will be calculated by deducting the value of work completed and materials already procured from the total amount paid.
• The Client and the Company mutually agree to a partial refund as a fair resolution to the dispute.

The amount of any partial refund will be determined on a case-by-case basis, taking into account the proportion of work completed, the nature of the issue, and the costs incurred by both parties.

7. Return of Materials and Parts

Since our services are primarily labour-based, traditional product returns do not apply. However, in cases where materials, fixtures, or appliances supplied by us are found to be defective or incorrect:

• We will arrange for the defective or incorrect item to be removed and replaced at no cost to you, provided the item has not been damaged through misuse or modification.
• If you prefer a refund instead of a replacement, the refund amount will reflect the cost of the material minus any restocking fees charged by the supplier, unless the item was defective upon delivery.
• Unused materials or parts that were purchased for your project but not installed may be returned for a refund, provided they are in their original packaging and unopened condition. Custom-ordered items that were manufactured or sourced specifically to your requirements are non-returnable.

8. Deposits and Advance Payments

Deposits paid prior to the commencement of work are generally non-refundable once work has begun, as they are used to secure materials and allocate technician resources. However, if you cancel a project before any work has commenced and before any materials have been ordered, your deposit will be refunded in full minus an administrative fee of RM 50. If materials have already been ordered, the cost of those materials (including any non-refundable supplier deposits) will be deducted from your refund.

9. Dispute Resolution

If you are not satisfied with our response to your refund request, we encourage you to escalate the matter to our management team by emailing [email protected] with the subject line "Refund Dispute". A senior manager will review your case and respond within five (5) business days.

If the dispute remains unresolved after internal escalation, both parties agree to attempt resolution through mediation before pursuing any legal action. Mediation shall be conducted in accordance with the rules of the Asian International Arbitration Centre (AIAC) in Kuala Lumpur. The costs of mediation shall be shared equally between the parties unless otherwise agreed.

Nothing in this policy limits your rights under the Consumer Protection Act 1999 (Malaysia) or any other applicable consumer protection legislation.

10. Exceptions and Special Circumstances

We recognise that unique situations may arise that are not explicitly covered by this policy. In such cases, Bold Move Property Solutions Sdn Bhd reserves the right to make refund decisions on a case-by-case basis, guided by principles of fairness and good faith. Our goal is always to reach a resolution that is satisfactory to both parties while maintaining the integrity of our business practices.

11. Changes to This Policy

Bold Move Property Solutions Sdn Bhd reserves the right to update this Return and Refund Policy at any time. Changes will take effect when the revised policy is published on this page with an updated "Last updated" date. The policy in effect at the time your service was performed will govern any refund claims arising from that service. We encourage you to review this page periodically to stay informed about our refund practices.

12. Contact Us

For any questions about this Return and Refund Policy or to submit a refund request, please contact Bold Move Property Solutions Sdn Bhd at:

• Email: [email protected]
• Phone: +60 3-7726 4185
• Operating Hours: Monday to Saturday, 8:00 AM to 7:00 PM

We value your trust in our services and are committed to resolving any concerns promptly and fairly. Your satisfaction is the foundation of our business, and we will always work to ensure that every Client receives the quality of service they deserve.