Terms & Conditions

Accuracy of Scope: The quote provided is based on the accuracy of the scope of work provided during booking.
Dimension Discrepancies: If dimensions within the scope are found to be greater than stated during booking, the quote is subject to change. For uncertain sizes, provide photos or a floorplan for confirmation.
Surface Conditions: The quote assumes accurate surface conditions categorised as “Good” or “Needs Repair.”
- In “Good” condition, surfaces are ready for painting with minor preparation, including cleaning, patching a limited number of nail and bolt holes, small hairline crack, and smoothing out small, existing bumps.
- In “Need Repairs” condition, surfaces usually need extensive repairs and require custom pricing. Customers should provide photos for assessment. Repairing over 5 bolt holes, caulking, scraping, sanding, or addressing water stains, mold, mildew, water/fire damage issues may incur additional costs.

Project Changes: Notify your Project Advisor of any changes 48 hours before the project begins to prevent quote adjustments.
Scope Inclusions: If any surface you wish to be painted is not specified in the scope of work, it is not included in the quoted price. For instance, if you desire painting for walls, baseboards, door frames, and doors, but these are not mentioned in the quote, they are not part of the agreed services. Kindly get in touch with your Project Advisor for any necessary updates to your proposal.
Client-Supplied Paint:If you’re providing the paint, ensure it’s on-site before the project starts. Send an image of the paint details to your Project Advisor for verification and consultation if needed. If the paint is oil-based, faux finish, or specialty, notify in advance as it may affect the quote. If the supplied paint runs out or is insufficient before completion, additional labour charges may apply at the discretion of PaintHero Services.
Payment Terms: PaintHero Services follows a structured payment policy to ensure smooth project execution and clarity for both parties. Unless stated otherwise in the quotation or invoice, the following terms apply:
- 50% Deposit: Required to begin the project and cover work up to the halfway point.
- 40% Progress Payment: Required before continuing to complete the remaining work. This is a payment to proceed, not a post-work claim.
- Final Payment: Due within 7 days after completion. Required for touch-up work and to keep warranty valid.
- Progress Payments: Work may be paused if progress payment is not made on time.
- Variation Orders (VO): Any additional work outside the initial scope must be fully paid before work starts.
- Late Payments: If the final payment is not paid within 7 days, the warranty is void and no touch-up work will be done. Legal steps may be taken to recover unpaid amounts.
Warranty: PaintHero Services provides a dual warranty assurance for customer satisfaction. Touch-up/Repairs will be provided only to the original customer and within the initial scope of work.
- 30-day workmanship warranty – Covers quality of our work.
- Manufacturer’s paint warranty – Warranty coverage, duration, and terms are subject to the specific product manufacturer’s policies, and PaintHero Services is not responsible for any claims related to manufacturer defects.
- Touch-Up Limitation – Customers are entitled to a maximum of two (2) mobilizations per project for touch-up requests within the warranty period. Customers are advised to thoroughly inspect and verify all areas during each visit, as any additional mobilization beyond the second visit may incur additional service charges.
Warranty Exclusions: This warranty does not cover damage or defects arising from pre-existing conditions or external factors during or after service completion, including:
- Water leaks or seepage that affect paint adhesion.
- Client-induced damage after completion, including scratches, impact, staining, or misuse of painted surfaces.
- Surface modifications during or after completion, including drilling, patching, or repainting by others.
- Uneven original surfaces caused by previous skim coat, plaster defects, or floor level inconsistencies.
- Efflorescence, mold, or rising damp that appears after service completion.
- Cracks or peeling due to building movement or material deterioration.
- Hidden structural issues undetectable during the painting process.
- External damage such as extreme weather, water damage, fire, or impact.
Project Timelines & Delays: Timelines are approximate and based on the agreed scope of work. Any timeline adjustments will be communicated accordingly. No refunds will be provided for early completion. If delays occur due to client-side changes, site inaccessibility, or third-party involvement, rescheduling fees may apply. PaintHero Services will not be liable for project delays caused by, but not limited to:
- Last-minute scope changes by the client.
- Inaccessibility to the project site as scheduled.
- Delayed approvals or decisions from the client.
- External contractors or third-party delays affecting the schedule.
- Work interruptions due to other contractors on-site.
- Client-dictated schedules conflicting with the original project timeline.
- Client-supplied paint being unavailable, delayed, or insufficient.
Client Responsibilities: Please prepare the project area by cleaning, keeping valuable items, clearing items from walls, relocating furniture, and disconnecting gas/water appliances if required. All items should be removed from walls, and furniture should be placed at the room’s centre before the project begins. If our team needs to move furniture, there’s an additional fee of a minimum RM25 per hour per crew, billed every hour up to 2 hours per room. Please be aware, this could impact your project’s completion timeline.
Rescheduling: To reschedule your painting project, kindly inform your Project Advisor via WhatsApp or email hello@painthero.my. Request made less than 48 business hours before the start date may incur a rescheduling fee, especially if manpower or materials have already been confirmed.
Cancellation (Pre-Start): Cancellations made within 48 hours are non-refundable, as resources have been committed and cancellation at this stage results in direct project losses.
Cancellation (In-Progress): If the project is cancelled after work has begun, the total due is:
- Value of work completed (based on progress %), plus
- Cost of materials already purchased or used, plus
- Cancellation fee: 20% of the remaining project value (uncompleted portion).
- Example;
  - Total Price: RM10,000
  - Progress: 60% = RM6,000
  - Materials Purchased: RM600
  - Cancel Fee = RM4,000 (remaining progress) × 20% = RM800
  - Revised Amount After Cancellation = RM6,000 + RM600 + RM800 = RM7,400
- This ensures fair compensation for work done, materials used, and lost opportunities.
Liability Disclaimer: PaintHero is not responsible for any lost or damaged items during the project unless it’s clearly caused by our team’s mistake. Please make sure to remove or secure any fragile or valuable belongings before work begins. If damage is proven to be our fault, our liability is limited to 10% of the total project value, capped at RM1,000, whichever is lower.
Ownership of Materials: All materials provided by PaintHero — including but not limited to paint, fixtures, tools, and other consumables — whether installed, applied, or remaining unused on-site, remain the sole property of PaintHero until full payment of the invoice is received. PaintHero reserves the right to take legal or remedial action to recover such materials or their value in the event of non-payment.
Right to Refuse Service: PaintHero Services retains the explicit right to decline bookings or customers at our discretion for any project. We also reserve the right to halt services and terminate the project if you, your guests, or invitees display offensive or abusive behavior toward our team. In such cases:
- You will be responsible for all work conducted up to the termination date, including any completed progress up to that point.
- Any outstanding progress payments must be paid in full for work completed up to the termination date before the termination is finalized.
Photography/Video Release: By accepting our services, you agree that Painthero Services can use photos, videos, and other materials of your project, including before and after shots, for advertising on TV, internet, and other media. This includes commercial uses. You won’t receive payment for this and won’t have the right to review or approve the materials. Painthero Services will own these materials exclusively. You also waive rights to claims like defamation or invasion of privacy related to their use.
Force Majeure: PaintHero Services shall not be liable for any failure or delay in service due to unforeseen circumstances beyond its control, including but not limited to natural disasters, war, government actions, pandemics, supply chain disruptions, or technical failures. In such cases, PaintHero reserves the right to reschedule, cancel, or modify service delivery without penalty, with timely notice to the client.
Privacy Policy: PaintHero Services collects personal information — including your name, contact number, email address, and property details — solely for the purpose of delivering our services, processing payments, and communicating about your project. Your data is used to process bookings and payments, send project updates, and improve our services. We do not sell or share your personal data with third parties, except where required to process payments (via SenangPay) or comply with Malaysian law. Payment transactions are handled by SenangPay (SimplePay Gateway Sdn. Bhd.), a Bank Negara Malaysia licensed payment facilitator. PaintHero does not store your card, bank, or eWallet credentials. By engaging our services, you consent to the collection and use of your data as described above, in accordance with Malaysia’s Personal Data Protection Act 2010 (PDPA). For full payment terms, see our Payment Terms & Conditions.

Updated : January 2025