1. Scope of this policy
This policy applies to renovation, build and design services rendered by SnapVault Build & Design Sdn Bhd. It covers booking deposits, project cancellations, and refund requests for goods or works supplied as part of a contract.
2. Booking deposits
The 10% deposit paid on signing is used to schedule your project, lock in supervisor capacity, and place initial material orders. If you cancel before any material has been ordered or any site mobilisation has occurred, we refund 70% of the deposit. After ordering or mobilisation, the deposit is non-refundable but we will provide an itemised statement of how it has been applied.
3. Cancellation during the project
If you cancel after works have begun, you are liable for the value of works done to date, materials already procured (which become yours), and reasonable demobilisation costs. We will issue a closing account showing every line and any balance owed in either direction.
4. Goods returned to suppliers
Some materials we order on your behalf — tiles, sanitaryware, lighting fittings — are returnable to the supplier under their own conditions, often with a 15–25% restocking fee. We pass the supplier’s actual policy through to you and credit any return net of the supplier’s charge.
5. Custom items
Bookmatched marble cuts, made-to-measure carpentry, and bespoke aluminium frames are non-returnable once production has started. We make this clear at the point of order so you can confirm before we proceed.
6. Snags and rework
Work that does not meet the specification on your contract is corrected at no charge — this is what the workmanship cover is for. The handover snag list is the formal mechanism. We commit to closing reasonable snags within 14 working days of handover, longer for items with material lead times.
7. How to make a request
Send your request to [email protected], attaching the contract reference number and any relevant photographs. We acknowledge within two working days and reply with an action plan within seven.
8. Dispute resolution
Should a refund question remain unresolved, we are willing to participate in good-faith mediation through the Construction Industry Payment and Adjudication Act (CIPAA) channels or, where appropriate, the National Consumer Complaints Centre (NCCC).