Effective from 12 January 2026. Applies in conjunction with the project contract executed between you and Tracenex Renovation Sdn Bhd.
1. Nature of services
Tracenex provides renovation, construction and related professional services. We do not retail goods. Items such as sanitary ware, kitchen appliances and lighting fixtures procured on a client's behalf remain governed by the manufacturer's warranty and return policy as advised at the time of purchase.
2. Pre-contract deposits
Any payment made prior to executing a written contract — for example, a design retainer — is refundable in full within 7 days of payment, less any documented out-of-pocket costs (e.g. site survey travel) we have already incurred. Refunds are made by the same payment method received.
3. Project deposits
The initial project deposit (typically 10–20% of the contract value, depending on scope) is held against material procurement and mobilisation. If the project is cancelled by you after the deposit is paid but before any work has commenced, we will refund the deposit less:
- Any non-returnable materials already ordered against your specifications.
- Site survey and drafting fees actually incurred.
- An administrative charge of 5% of the contract value, capped at RM 3,000.
4. Milestone payments and progress claims
Once work has commenced, payments are claimed against documented site milestones. Each claim must be accompanied by photographs and a progress note. Once a milestone has been signed off and paid, that payment is non-refundable, subject to your rights under the warranty and rectification provisions below.
5. Retention sum
A retention sum of 5% of the contract value is held by you until the end of the defect liability period (typically 12 months from handover). At the end of that period, any outstanding defects are rectified and the retention is released within 14 days.
6. Defective workmanship
If any element of the completed work is found to be defective during the warranty period, please notify us in writing (email is sufficient) with photographs and a description. We will:
- Inspect the defect within 7 working days of notification.
- If the defect falls under our warranty, rectify it at no charge within a mutually agreed timeline.
- If the defect is outside warranty scope, provide a quotation for the rectification work.
Rectification under warranty is provided in kind (we redo the work). Cash refunds in lieu of rectification are not standard but may be agreed in writing for specific cases.
7. Cancellation by Tracenex
In rare circumstances we may need to cancel a project (for example, force majeure events, severe scope disputes). In such cases we refund any payments received that exceed the value of work already performed, with full documentation of the calculation.
8. How to request a refund
All refund requests must be made in writing to [email protected] with the heading "Refund Request — [Project Name]". Please include:
- The contract reference number.
- The reason for the refund request.
- Any supporting documentation.
We will acknowledge receipt within 2 working days and respond substantively within 10 working days.
9. Disputes
If we cannot reach agreement on a refund or rectification, the dispute resolution provisions of the project contract apply. Where no contract exists, the Malaysian Mediation Centre is our preferred forum.
10. Contact
For any question about this policy please write to [email protected] or call our office line at +60 3-7895 6420.