Terms & Conditions

By engaging Aquatide Plumbing & Home Care Sdn Bhd ("Aquatide", "we", "us") for plumbing, water heater, drainage, kitchen or bathroom renovation services, you ("the Customer") agree to the terms set out below. These terms apply alongside any written quote we issue you. Where the written quote conflicts with these terms, the quote takes precedence on the specific point of difference.

1. The agreement

An agreement is formed when the Customer accepts a written quote, in writing, on the Aquatide tablet on-site, or by reply email. Verbal acceptance is recognised only for emergency repairs under RM 500 in value, where time does not permit written confirmation.

2. Site access

The Customer is responsible for ensuring safe and lawful access to the property at the agreed visit time. If our technician arrives at the agreed window and cannot gain access, a wasted-callout fee of RM 80 may be invoiced.

3. Pricing

All prices on quotes are inclusive of statutory taxes unless otherwise noted. Quote validity is 30 days from issue. Stock items are reserved at the quoted price for that period; speciality imports are subject to currency adjustment if the import lead time exceeds 60 days.

4. Variations

If we discover hidden defects during the work — for example, deteriorated supply lines behind the wall, or asbestos in pre-1990 buildings — we will pause the work and re-quote the additional scope. We do not proceed without the Customer's written approval of the new scope and price.

5. Payment

For repair work under RM 5,000, payment is due on completion of the visit. For projects above that, milestones are set out in the quote — typically 30% on commencement, 30% at second-fix, balance on completion. Late payment more than 14 days past invoice date may attract interest at 1.5% per month on the outstanding balance.

6. Warranty

We warrant our workmanship for 12 months on repairs, 24 months on installations and 36 months on full bathroom renovations. The warranty covers defects in workmanship — leaks at joints we made, fittings working loose, waterproofing failing. It does not cover damage caused by misuse, building settlement, unauthorised modification, or by other trades working on the same fitting after us.

Manufacturer parts retain their original manufacturer warranty, which we register on your behalf at point of installation.

7. Customer-supplied materials

We are happy to install materials and fixtures supplied by the Customer. The Customer accepts that, in such cases, our workmanship warranty applies to the installation only, not to the performance of the supplied item itself.

8. Cancellation

Bookings cancelled with 4 hours' or more notice attract no fee. Bookings cancelled inside that window may be subject to a callout fee equal to the first-hour labour rate. Bathroom renovation projects cancelled after material procurement has commenced are subject to recovery of committed material cost.

9. Damage & liability

We carry RM 1 million public liability insurance and RM 500,000 workmanship indemnity. Our maximum liability in respect of any single engagement is limited to the value of that engagement, except where the loss arises from gross negligence or wilful misconduct, in which case the insurance limits apply.

The Customer is responsible for backing up any electronic equipment in the work area and for removing fragile decorative items before commencement.

10. Dispute resolution

If you are not satisfied with our work, raise the issue directly with the dispatch line within 14 days. We will return to inspect at no charge and propose a remedy. Where a remedy cannot be agreed within 30 days, the parties will refer the dispute to mediation under the Asian International Arbitration Centre rules before resorting to litigation.

11. Governing law

These terms are governed by the laws of Malaysia. The Courts of Kuala Lumpur have exclusive jurisdiction.

12. Contact

Issues, questions or amendment requests in respect of these terms should be directed to [email protected].