Return & Refund Policy

1. Inspection reports

Standalone inspection reports are paid for in full at the point of booking. If, for any reason, we are unable to safely access your roof on the scheduled day (and the situation cannot be resolved within 14 days), your full fee is refunded within five working days.

Once a report has been delivered to you in writing, the fee is non-refundable — the work has been done.

2. Repair, restoration and replacement deposits

A deposit (typically 30 % of the agreed contract value) confirms your booking and covers initial material orders.

• If you cancel more than 14 days before the start date: deposit refunded in full, less any non-returnable bespoke materials already ordered for your job.
• If you cancel between 14 and 3 days before the start date: deposit refunded less materials and a scheduling charge of 10 % of the contract value.
• If you cancel within 72 hours of the start date: the deposit is generally retained to cover materials, allocated crew time and lost scheduling slot.

If we cancel for our own reasons (resource shortage, illness, etc.) and cannot re-schedule within four weeks, your deposit is refunded in full.

3. Work that does not meet our warranty

If a defect arises that falls within our workmanship warranty (see Terms & Conditions, section 7), we will return to the site and remedy it at no charge. Where remediation is not practical, we will issue a full or proportionate refund of the value of the defective work, decided in fair consultation with you.

4. Materials supplied

Tiles, sheeting, coatings and ancillaries that you have asked us to specifically order on your behalf are non-returnable once received from the manufacturer. We will always confirm material specifications with you in writing before placing the order.

5. How to request a refund

Email [email protected] with your invoice or quote number and a short explanation. We aim to acknowledge within two working days and complete approved refunds within ten working days, via bank transfer to the originating account.

6. If we cannot agree

Unresolved refund disputes are handled the same way as other contractual disagreements: a friendly attempt to resolve, then formal mediation under the Malaysian Mediation Centre if needed. We have never had to escalate a refund dispute beyond mediation and intend to keep it that way.