Terms & Conditions

1. Definitions

• "Studio" — Cempakamy Horoshop, 47 Persiaran Gurney, 10250 George Town, Pulau Pinang, Malaysia.
• "Client" — any individual or entity engaging the studio for watch repair, restoration, or related services.
• "Piece" — any watch, movement, case, dial, strap, or accessory entrusted to the studio for service.
• "Service" — any bench work, administrative programme, or consultation offered by the studio, whether listed on the website or arranged directly.
• "Estimate" — a written or verbal statement of anticipated fees for a proposed service, issued prior to commencement of work.
• "Agreement" — the contract formed between the studio and the client upon acceptance of an estimate, subject to these terms.
• "Website" — the studio's website at its published domain address.

2. Acceptance of Terms

By engaging the studio in any form — including submitting an enquiry via the website, leaving a piece at the studio, or accepting a postal intake programme — you confirm that:

• You are at least 18 years of age or have the legal capacity to enter a binding agreement under Malaysian law.
• You are the lawful owner of any piece submitted for service, or you have the authority of the lawful owner to instruct the studio.
• You have read and agree to these terms as they appear on the date of engagement.

3. Description of Services

The studio provides specialist bench services for mechanical and quartz watches, focusing on hand and marker replacement, postal intake and return coordination, and precious metal case care. A full description of each service is available on the studio's website. Services are available to clients located anywhere in Malaysia, with postal intake arrangements available for clients outside George Town.

The studio reserves the right to decline any piece it considers unsuitable for its current service scope, including pieces that require facilities or materials not held by the studio, or pieces whose condition presents unacceptable risk during handling.

4. Intake and Handling

• Upon receipt of a piece, the studio prepares an intake record listing the piece by reference, serial number (where visible), and observed condition. A photographic record is made at intake.
• The studio exercises reasonable professional care in handling all pieces at all times. Pieces are stored in controlled conditions on studio premises when not under active bench work.
• The studio will not proceed with any bench work beyond an initial assessment without first issuing a written estimate and receiving the client's confirmation to proceed.
• For pieces received by post or courier under the Drop-Off and Collection Programme, the studio photographs the piece upon opening the consignment and prior to return dispatch. Intake documentation is shared with the client.
• The studio is not responsible for damage occurring in transit by third-party courier. Clients are encouraged to ensure adequate insurance coverage on any piece sent by post.

5. Estimates and Scope

• All estimates are issued in Malaysian Ringgit (RM) and reflect the scope of work described at the time of assessment. If additional work is identified during the service, the studio will issue a revised estimate before proceeding.
• Published service prices on the website represent base fees for standard scope. Pieces requiring additional complexity, special materials, or extended bench time may be subject to a revised estimate.
• Estimates are valid for 14 days from the date of issue. If a client does not confirm within this period, the studio may return the piece and close the intake record.
• The studio favours a conservative approach to restoration work and will not undertake irreversible procedures (such as case polishing or dial refinishing) without explicit written agreement from the client.

6. Payment Terms

• Payment is due in full upon completion of service and prior to collection or return dispatch of the piece. The studio does not release pieces until payment has been received and cleared.
• Accepted payment methods include bank transfer and cash. Details are confirmed at the point of collection or provided with the completion notice for postal clients.
• Service fees are stated in Malaysian Ringgit (RM). For postal clients, courier and handling costs are charged separately at cost and are invoiced alongside the service fee.
• The studio does not offer instalment payment or deferred settlement arrangements.
• Cancellation: If a client cancels after the studio has commenced bench work, a proportional charge reflecting work completed to that point will apply. If a client cancels before work commences, no bench fee is charged; however, the intake programme fee (RM 140) is non-refundable once the postal intake process has been initiated.

7. Collection and Return

• Clients are asked to collect in-studio pieces within 14 days of the completion notice. After this period, the studio may apply a storage charge of RM 10 per week.
• Pieces uncollected after 90 days, despite reasonable attempts to contact the client, may be treated as abandoned in accordance with applicable Malaysian law.
• For postal returns, the studio dispatches pieces by insured courier upon receipt of cleared payment. Tracking information is shared with the client. The studio is not responsible for delays caused by the courier or customs authorities.

8. Client Responsibilities

• Clients must provide accurate and complete information at intake, including the correct reference and serial number where known, and any known history of prior service or repair.
• Clients must disclose any known fragility, prior damage, or unusual condition that may affect how the piece should be handled.
• Clients must respond to estimate confirmations, completion notices, and other studio communications within a reasonable time. Delays in response may affect service turnaround.
• Clients must not submit any piece that is subject to a legal dispute, lien, or ownership claim by a third party without disclosing this to the studio in advance.
• Clients using the website agree not to attempt to interfere with or misuse the website's functionality, submit false enquiries, or engage in conduct that damages the studio's reputation.

9. Intellectual Property

All content on the studio's website, including text, photography, design, and layout, is the property of Cempakamy Horoshop or its licensors. Nothing on this website grants any licence to reproduce, adapt, or distribute this content without the studio's written permission.

Photographic records taken by the studio during intake, service, and return are retained for studio documentation purposes. The studio may use anonymised or non-identifying images of pieces for portfolio or reference purposes, unless the client requests in writing that no such use be made.

10. Disclaimers

• The studio provides horological bench services and does not offer advice on the financial value, investment potential, or insurance valuation of any piece.
• The studio does not warrant that any service will restore a piece to a specific level of function or cosmetic condition. All work is carried out to a professional standard using appropriate materials, but outcomes are subject to the condition and age of the piece.
• Information on the website is provided for general informational purposes and may not reflect every service detail or current availability.
• The studio's website is provided without warranty as to availability, accuracy, or freedom from error.

11. Limitation of Liability

To the extent permitted by Malaysian law:

• The studio's total liability to any client in connection with a service shall not exceed the fee paid by that client for the specific service in question.
• The studio shall not be liable for any indirect, incidental, or consequential loss, including loss of sentimental value, market value, or opportunity.
• The studio shall not be liable for damage caused by events outside its reasonable control, including fire, flooding, theft despite reasonable security measures, or acts of third-party couriers.
• Nothing in these terms limits the studio's liability for death or personal injury caused by its negligence, or for fraud or fraudulent misrepresentation.

12. Indemnification

You agree to indemnify and hold harmless Cempakamy Horoshop, its proprietors, and staff from any claims, losses, costs, or expenses arising from your breach of these terms, your submission of a piece to which you did not have lawful authority, or any false or misleading information you provided to the studio in connection with a service.

13. Termination of Engagement

• The studio may decline or discontinue a service at any stage if it becomes aware of information that would have affected its decision to accept the piece, including undisclosed ownership disputes or prior misrepresentation.
• In such circumstances, the studio will return the piece to the client in the condition it was received, and will charge only for work completed to that point.
• Clients may withdraw a piece prior to commencement of bench work by notifying the studio in writing. Pieces will be returned within a reasonable period; the intake programme fee is non-refundable once initiated.

14. Dispute Resolution

These terms are governed by the laws of Malaysia. Any dispute arising from or relating to a service engagement shall be subject to the exclusive jurisdiction of the courts of Pulau Pinang, Malaysia.

Before initiating formal proceedings, the studio encourages clients to raise concerns directly in writing to [email protected]. The studio will endeavour to respond and resolve the matter within 21 days.

Clients also have the right to refer unresolved disputes to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) where applicable under the Consumer Protection Act 1999.

15. General Provisions

• Entire agreement: These terms, together with any written estimate accepted by the client, constitute the entire agreement between the studio and the client for the relevant service.
• Severability: If any provision of these terms is found to be unenforceable, the remaining provisions shall continue in full force.
• Waiver: The studio's failure to enforce any provision of these terms on one occasion does not constitute a waiver of its right to enforce that provision on a future occasion.
• Assignment: The studio may assign its rights and obligations under these terms to a successor business. Clients may not assign their obligations without the studio's written consent.
• Notices: Formal notices should be sent to [email protected] or by post to 47 Persiaran Gurney, 10250 George Town, Pulau Pinang.

16. Changes to These Terms

The studio may update these terms from time to time to reflect changes in its services, legal requirements, or operational practices. Updated terms will be posted on this page with a revised effective date. Continued engagement with the studio after such changes constitutes acceptance of the revised terms. We encourage you to review this page periodically.

17. Contact