We would rather fix a problem than argue about it. This policy sets out exactly what you can expect from ChillPoint Air Solutions Sdn. Bhd. when a service visit or a supplied part does not deliver what was promised. It sits alongside, and never reduces, your statutory rights under Malaysia’s Consumer Protection Act 1999.
Services: Redo First, Refund If Not
If a service we performed has not achieved its stated outcome — a chemical wash that still leaves the unit dripping, a regas that does not restore cooling because we missed a leak — report it within 14 days of the visit. Our first remedy is a free redo visit, scheduled with the same priority as a paid job.
If the redo visit still does not put things right, and the failure is down to our workmanship rather than a separate fault or the condition of the unit, we refund the service fee in full. Refunds are paid to your original payment method within 10 working days of our confirmation.
Deposits and Cancelled Bookings
- Deposits taken for equipment orders are refunded in full if you cancel before we purchase the unit.
- Once a unit has been purchased on your behalf, the deposit becomes subject to the supplier’s return terms; we pass on whatever the supplier refunds us, without deduction.
- Booking cancellations made at least 4 hours before the slot carry no charge; any prepayment is refunded in full.
Parts and Equipment
Parts we supply and install carry their manufacturer’s warranty (typically 12 months for motors and PCBs; up to 5 years on compressors depending on brand). If a supplied part fails within its warranty period under normal use, we handle the manufacturer claim for you and refit the replacement free of labour charges within our 90-day workmanship window, and at a reduced refit rate thereafter.
Unused, unopened parts purchased from us may be returned within 7 days in their original packaging for a full refund. Parts that have been installed, or units ordered specifically for your premises, can only be returned per the manufacturer’s or supplier’s terms.
What Refunds Do Not Cover
- Faults unrelated to the work we performed, or new faults arising after the visit
- Damage caused by power surges, flooding, renovation work or third-party tampering
- Normal wear on ageing components we recommended replacing but were asked to leave
- Charges for diagnosis where our findings were accurate but you chose not to proceed
How to Make a Claim
Call 012-388 7145 or email [email protected] with your invoice number, a short description of the issue and — if possible — a photo or video. We acknowledge every claim within one working day and aim to schedule any redo visit within three.
Questions
ChillPoint Air Solutions Sdn. Bhd. (1523907-K), 22-1, Jalan SS 15/4B, SS 15, 47500 Subang Jaya, Selangor, Malaysia.