1. RESERVATION & INVENTORY ALLOCATION
Order Submission & Verification: Submitting an order via our digital catalog or WhatsApp Node serves as a request for specific prop assets. Submission does not guarantee immediate booking. Inventory availability must be validated and confirmed by our Lab Support Team.
Communication Channel: Official communications regarding asset availability, 3-day access windows, and invoices will occur strictly through our verified WhatsApp Channel (+60 18-216 8685).
24-Hour Hold Window: Upon issuance of your official quotation/invoice, designated prop assets will be placed on a temporary hold matrix for a maximum of 24 hours.
Full Payment Requirement: Full rental fees must be remitted via DuitNow/Bank Transfer within this 24-hour window to lock in your booking and secure the assets. Unpaid reservations will be automatically purged by our system after 24 hours to release inventory for other hosts.
Post-Expiry Remittance: Please do NOT remit payments after the 24-hour window has expired. If a payment is made on a purged order, manual refund processing may take up to 30 working days.
Verification of Order Details: By remitting payment, the client confirms that all details in the quotation—including collection/return timeframes, designated asset IDs, and unit quantities—have been thoroughly reviewed and accepted.
2. SECURITY DEPOSIT PROTOCOL
Mandatory Deposit Matrix: In addition to rental fees, a refundable security deposit is strictly required for all orders. Deposit rates depend on asset classification, with a baseline minimum of RM100 per booking.
Remittance Timing: The security deposit may be paid alongside the rental fee or upon physical collection. Assets will NOT be released without 100% security deposit clearance.
CCTV Inspection & Processing Window: All returned kits undergo a detailed inspection within 12 working hours. For complete transparency, all unpacking and testing procedures are monitored under continuous CCTV recording.
Refund Matrix: Once verified clear of missing components or structural damage, security deposits are refunded via DuitNow within 24 working hours to the original contact account.
Damage Deductions: In the event of component anomalies or damage, the client will be notified with CCTV proof/photographic evidence alongside a breakdown of repair or replacement deductions before final deposit processing.
3. CANCELLATION & MODIFICATION POLICY
Cash Refunds: Cash/bank transfer refunds are strictly NOT provided for order cancellations under any circumstances.
Cancellations Within 30 Days: Cancellations requested within 30 days of the confirmed collection date are non-refundable, and all rental fees will be forfeited.
Cancellations 30+ Days in Advance: Cancellations submitted at least 30 days prior to the collection date will receive 100% credit issuance in the form of a Lab Digital Credit Voucher.
Credit Expiry: Lab Credit Vouchers must be redeemed for a new booking within 30 days of issuance. Unused credits beyond 30 days will automatically expire and be forfeited.
Date or Item Modifications:
Clients may request one (1) modification to their rented items or collection dates if requested at least 30 days prior to the pickup date (subject to asset availability).
Lower Value Swap: If replacement items have a lower total value, no refund or credit will be issued for the price difference.
Higher Value Swap: The client is responsible for settling any positive price difference immediately.
4. LATE RETURN CHARGES
Extension Requests: If an extension is requested BEFORE your scheduled return deadline, it will be treated as an extended rental window (subject to asset availability and standard daily rate fees).
Unapproved Late Returns: Any asset returned after the agreed return window without prior approval will incur a Late Penalty Fee of RM100 per day OR 30% of total rental fees per day (whichever is higher).
Automatic Deduction: Late fees will be automatically deducted from the client’s security deposit.
5. LOGISTICS: COLLECTION PROTOCOL
Standard Access Window: All listed rates cover a 3-Day Access Window (Day 1: Pickup // Day 2: Event Activation // Day 3: Return).
Option A: Self-Collection by Client / Representative
Verification: The client or designated representative must present the official invoice/order reference at our Klang Valley studio during operational hours.
Quantity & Function Test: Our team will assist in verifying component counts. Clients are strongly advised to inspect lighting elements, electrical nodes, and structural poles on-site.
Waiver of Rights: If the client opts out of physical inspection upon pickup, all assets are deemed received in 100% working, undamaged condition. Damage identified upon return will be charged to the client's deposit.
Option B: Third-Party Delivery Dispatch (Lalamove Car / Grab Car)
Motorcycle Policy: Motorcycle delivery is strictly PROHIBITED to prevent damage to sensitive floral and lighting components. All third-party dispatches MUST be arranged via a 4-wheel car/van at client expense.
Rider Telemetry: Clients must notify our WhatsApp Node with the driver’s name, vehicle plate number, and tracking link prior to pickup.
Verification & Proof: Items will only be released to verified drivers. Clients may request a quick photo/video of the packed kit prior to driver departure. Damage incurred during third-party transit is the sole responsibility of the client.
6. LOGISTICS: RETURN PROTOCOL
Option A: Self-Return to Studio
Initial On-Site Check: Our team will conduct an initial quantity check upon arrival. Clients may take photo/video proof during drop-off.
Detailed Technical Check: Detailed electronic, structural, and floral inspections are conducted under CCTV within 12 working hours. Final deposit clearance will not be performed on the spot.
Option B: Return via Third-Party Delivery
Dispatch Notification: Clients must share the driver’s vehicle plate and live tracking link via WhatsApp prior to dispatch.
Arrival Confirmation: Our team will send an arrival confirmation via WhatsApp within 4 working hours of receiving the package at the studio.
Inspection & Settlement: Detailed CCTV inspection occurs within 12 working hours. Any missing nodes, floral crushing, or structural damage will be communicated alongside deduction details before processing deposit refunds.
7. REPAIR VS. REPLACEMENT PHILOSOPHY
Our technical team makes every effort to repair minor component damage rather than outright scrapping items to minimize costs for our clients. However, if an asset is deemed irreparable, severely stained, or structurally compromised to the point of impacting subsequent bookings, the client will be billed for the full replacement cost based on our standard replacement price matrix.