Last updated: March 2026
This Return and Refund Policy outlines the terms under which FlameGuard Technical Services Sdn Bhd (Registration No. 202201038476), hereinafter referred to as "FlameGuard," "we," "us," or "our," handles service cancellations, refund requests, and returns of parts and materials. This policy applies to all services and products provided by FlameGuard, including gas appliance servicing, diagnostics, installation, repairs, and piping work.
By engaging our services or purchasing parts and materials from us, you acknowledge and agree to the terms set out in this policy.
1. Overview
As a service-based business specialising in gas appliance and piping work, the nature of our offerings differs from standard retail transactions. Many of our services involve on-site labour, custom work, and the installation of parts that cannot be easily reversed or returned once fitted. This policy aims to be fair and transparent while reflecting the practical realities of gas servicing work.
We are committed to resolving any concerns about the quality of our work. If you are dissatisfied with a service provided by FlameGuard, we encourage you to contact us promptly so that we can assess the situation and reach a satisfactory resolution.
2. Service Cancellation Policy
2.1 Cancellation Before Service Commencement
You may cancel a confirmed service appointment under the following conditions:
- More than 24 hours' notice: If you cancel or reschedule at least twenty-four (24) hours before the scheduled appointment time, no cancellation fee will be charged. Any deposit paid will be refunded in full.
- Less than 24 hours' notice: If you cancel with less than twenty-four (24) hours' notice, a cancellation fee of RM 50.00 may be charged to cover administrative and scheduling costs. This fee will be deducted from any deposit already paid, and the remaining balance will be refunded.
- No-show: If our technician arrives at the scheduled premises and is unable to gain access or you are not present without prior notification, a no-show fee of RM 80.00 may be charged to cover travel and lost scheduling time.
2.2 Cancellation After Service Has Commenced
Once our technician has commenced work at your premises, cancellation of the service may not result in a full refund. In such cases:
- You will be charged for all labour performed up to the point of cancellation, calculated on a pro-rata basis of the quoted service fee.
- You will be charged for any parts or materials that have already been used, opened, or installed, as these items generally cannot be returned to suppliers.
- Any unused parts or materials that remain in their original, unopened packaging may be returned and excluded from the charge, at our discretion.
2.3 Cancellation by FlameGuard
In rare circumstances, FlameGuard may need to cancel or reschedule a service appointment due to technician unavailability, emergency call-outs, adverse weather conditions, or other factors beyond our reasonable control. In such cases, we will notify you as soon as possible and offer an alternative appointment at the earliest available date. If we cancel a service that has not yet commenced, any deposit paid will be refunded in full.
3. Refund Eligibility
3.1 Defective Workmanship
If you believe that work performed by FlameGuard is defective or does not meet the agreed scope of service, please notify us within seven (7) days of the service completion date. We will arrange for a senior technician to inspect the work at no additional cost. If the defect is confirmed to be attributable to our workmanship:
- We will first offer to rectify the issue at no charge. This is our preferred resolution, as it ensures the work meets our quality standards and that your gas system is safe and operational.
- If rectification is not possible or you reasonably decline a repeat visit, we will negotiate a partial or full refund of the service fee, depending on the extent of the defect and the proportion of the work that was satisfactorily completed.
3.2 Incomplete Service
If FlameGuard is unable to complete a service due to circumstances within our control (e.g., a technician lacking the necessary tools, parts being out of stock), you will only be charged for the portion of work satisfactorily completed. Any balance paid in excess will be refunded, or the remaining work will be scheduled for completion at the earliest opportunity without additional charge.
3.3 Overcharges
If you believe you have been charged in excess of the agreed quotation without proper notification and approval of additional work, please contact us within fourteen (14) days of receiving the invoice. We will review the charges and, if an overcharge is confirmed, issue a refund for the difference.
4. Parts and Materials Returns
4.1 Installed Parts
Parts and materials that have been installed, fitted, connected to a gas supply, or otherwise integrated into your gas system cannot be returned or refunded. Once a component has been installed, it is considered used and may no longer meet safety standards for resale or reinstallation. This policy exists to protect the safety of all our clients and to comply with gas safety regulations.
4.2 Uninstalled Parts Supplied by FlameGuard
If FlameGuard has supplied parts or materials that have not been installed (for example, parts ordered in advance that are no longer required due to a change in scope), they may be eligible for return under the following conditions:
- The parts are in their original, unopened, and undamaged packaging.
- The return request is made within seven (7) days of the date of purchase or delivery.
- The parts are standard stock items, not custom-ordered or specially fabricated for your specific installation.
- You provide proof of purchase (invoice or receipt from FlameGuard).
Eligible returns will be refunded at the original purchase price. A restocking fee of up to fifteen percent (15%) may apply to certain items, which will be communicated to you at the time the return is processed.
4.3 Defective Parts
If a part supplied and installed by FlameGuard is found to be defective (i.e., not functioning as designed due to a manufacturing fault), we will:
- Replace the defective part at no additional charge for the part itself, subject to the manufacturer's warranty terms.
- Cover the labour cost of removing the defective part and installing the replacement, provided the defect is reported within the applicable warranty period.
- If a replacement is not available within a reasonable timeframe, offer a refund for the cost of the defective part.
Defective parts must be returned to FlameGuard for inspection before a replacement or refund is processed. We may need to send the part to the manufacturer for verification in certain cases, which may take up to twenty-one (21) business days.
4.4 Customer-Supplied Parts
FlameGuard does not accept responsibility for the quality, compatibility, or warranty of parts and materials supplied by the client. If a client-supplied part is found to be defective, incompatible, or contributes to a system fault, the cost of any remedial work will be borne by the client, and no refund of labour charges will be issued.
5. Refund Process
5.1 How to Request a Refund
To request a refund, please contact us via:
- Email: [email protected] — Include your name, service date, invoice number, and a description of the reason for your refund request.
- Phone: 013-7745 208 — Our team will guide you through the process and may follow up with an email for documentation purposes.
5.2 Review and Processing
All refund requests are reviewed on a case-by-case basis. Upon receiving your request, we will:
- Acknowledge your request within two (2) business days.
- Conduct any necessary investigation, which may include a site visit to inspect the work in question. Site visits for refund assessment purposes are provided at no charge.
- Communicate our decision and the proposed resolution within seven (7) business days of completing our assessment.
5.3 Refund Method and Timeline
Approved refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed. Typical processing times are:
- Bank transfer refunds: Five (5) to ten (10) business days from the date of approval.
- Cash refunds: Arranged at the next available service visit or collected from our office by mutual agreement.
FlameGuard will issue documentation confirming the refund amount and the reason for the refund for your records.
6. Exceptions and Non-Refundable Items
The following situations are generally not eligible for refunds:
- Change of mind: Refund requests based solely on a change of mind after a service has been satisfactorily completed and accepted are not eligible for refund.
- Pre-existing conditions: Issues arising from pre-existing defects, wear and tear, or faults in the gas system that were not caused by FlameGuard's work and were disclosed or reasonably apparent prior to service.
- Third-party interference: Damage or faults caused by subsequent work performed by other service providers, unauthorised modifications, or tampering with work completed by FlameGuard.
- Regulatory compliance costs: Where additional work is required to bring a non-compliant installation (not originally installed by FlameGuard) up to current safety standards, the cost of compliance work is non-refundable.
- Diagnostic and inspection fees: Charges for diagnostic assessments, safety inspections, and on-site evaluations are non-refundable, as these services are fully delivered upon completion of the assessment regardless of whether you proceed with subsequent repair or installation work.
- Emergency and after-hours surcharges: Additional fees charged for emergency call-outs or services performed outside normal business hours are non-refundable.
7. Contact Us
If you have any questions about this Return and Refund Policy, or if you wish to discuss a specific situation, please do not hesitate to contact us:
- Company: FlameGuard Technical Services Sdn Bhd (202201038476)
- Email: [email protected]
- Phone: 013-7745 208
- Website: closedeal.pro
We value your business and are committed to resolving any concerns in a fair, prompt, and professional manner.