Paperwork
Deposits, cancellations, and refunds
These rules apply to sittings and written findings — booking-flow visits, job-sheet walkthroughs, dispatcher mornings, and follow-up sessions. We do not sell shipped goods.
Eligibility
Refunds apply to money you have paid Utilityspring for a sitting or a findings note that has not been delivered as agreed. They do not apply to your own vendor bills, van fuel, or jobs you cancelled with householders.
Timeframe
Write to info@utilityspring.click as soon as you know a date cannot stand. We count working days in Malaysia, excluding public holidays in Sarawak where the office is closed.
Full or partial refund
- More than five working days before the sitting: the deposit is refunded in full, less any bank charge we cannot recover.
- Five working days or fewer, but before we travel to you: we keep 50% of the deposit for the held date; the rest is refunded.
- After we have begun the sitting (arrived at the shopfront, joined the video call, or started watching a job): the deposit is not refunded. If you have prepaid the balance and we cannot finish for a reason on our side, we refund the unused balance.
- Findings note already delivered: fees for that sitting are not refunded. If we fail to deliver a note within the stated window for a reason on our side, you may choose a refund of the note portion we quoted, or a late delivery at no extra charge.
Non-refundable items
Bank transfer charges billed by your bank. Travel costs we have already laid out with your written agreement (for example, a night outside Kuching) if you cancel after we have booked them. Follow-up sessions that have already been held.
How to request a refund
Email info@utilityspring.click with the sitting date, the invoice or deposit reference, and whether you wish to reschedule instead. You may also write to Office 9, 64 Demo Road, Kuching 00000, or call +60 82 000 3290.
Processing time and method
Approved refunds are returned by bank transfer to the account that paid us, within ten working days after we accept the request. We do not refund in cash at the office unless we originally received cash, which is uncommon.
Cancellation and rescheduling
You may ask to move a date once without extra charge if you give at least five working days’ notice and we have a later slot. A second move is treated as a cancellation of the original date under the deposit rules above, then a new booking.
No-shows
If nobody from your company is present within 30 minutes of the agreed start, and we cannot reach the contact on the booking, the sitting is treated as started for deposit purposes. We will still wait a short while; we will not wait the whole morning.
Work already started; materials
Our “materials” are notebooks and the time to write. Once observation has begun, that time cannot be returned unused. We do not purchase parts, cleaning chemicals, or app licences on your behalf, so there are no leftover goods to restock.
Exceptions
If we cannot attend because of illness or a road closure, we offer a new date or a full refund of sums paid for that sitting. If a householder withdraws consent mid-job-sheet walkthrough, we finish with whatever jobs remain or convert the rest of the hours to a shopfront conversation; we do not automatically refund the whole fee.
Questions about a specific invoice should go to the same email as above; we reply within two working days.