Terms of service

PROJECT TERMS & CONDITIONS

Service Agreement & After Sales Policy
Version 2026 | Effective January 2026

OUR COMMITMENT TO YOU

At Onyx Sound Project Consultants, we are honoured by the trust you have placed in us to design and deliver your audio system. We take this responsibility seriously, and it is our sincere commitment to serve every client with professionalism, care, and technical excellence from the first consultation to long after the system has been handed over.

This document is prepared in the spirit of clarity and mutual respect. It sets out the terms of our engagement so that both parties may proceed with confidence and a shared understanding of responsibilities. We believe that clear expectations lead to better outcomes and stronger partnerships.

Should you have any questions regarding any aspect of these terms, we warmly invite you to contact our team prior to confirming your project. We are always available to assist.

SECTION 1 — PROJECT SCOPE & QUOTATION

1.1 What is Included

Each project is governed by a formal written quotation issued by Onyx Sound Project Consultants. The scope of work, equipment list, and pricing stated in the accepted quotation form the full extent of the project agreement.

• • All items supplied are as per the accepted quotation only.

  • Any additions or changes to the scope requested after acceptance of quotation will require a revised quotation and may affect the project timeline.

1.2 Quotation Validity

• • All quotations are valid for 30 calendar days from the date of issue, unless otherwise stated.
  • Pricing is subject to change due to currency fluctuations, supplier revisions, or stock availability.
  • Projects confirmed after the validity period will require a revised quotation. Good to know: If you are working within a budget timeline, let us know early and we will do our best to lock in pricing for you.

SECTION 2 — PAYMENT TERMS

2.1 Payment Structure Overview

All projects undertaken by Onyx Sound Project Consultants follow a defined payment structure based on the nature of the engagement. The table below provides a clear summary:

ENGAGEMENT TYPE	PAYMENT MILESTONE	AMOUNT DUE
Supply Only	Upon order confirmation	100% of product value
Supply & Install	Upon order confirmation   Upon signed project handover	100% of product value + 50% of installation charges (non-refundable deposit) Remaining 50% of installation charges

Illustration: A project quoted at RM100,000 (RM80,000 equipment + RM20,000 installation) would require: RM80,000 (full product payment) + RM10,000 (50% installation deposit) = RM90,000 upon confirmation. The remaining RM10,000 is due within 14 working days of handover.

2.2 Key Payment Conditions

• • All product payments are required in full prior to procurement. No goods will be ordered, reserved, or allocated until full product payment is received and confirmed.
  • The installation deposit is non-refundable upon project confirmation. It represents a firm commitment and authorises our team to allocate resources, schedule installation, and proceed with planning.
  • The remaining installation balance is due within 14 working days of the signed Project Handover Date.
  • Failure to settle the outstanding balance within the stipulated period will result in suspension of all after-sales support and complimentary services until full payment is received.

2.3 Accepted Payment Methods

Bank transfer (preferred), TT, or other methods as mutually agreed in writing. Payment receipts must be shared with our team upon transfer. 

Note: The 14 working day payment window is designed to be fair and workable for most clients. If you foresee payment challenges, please communicate with us before handover — we will work with you professionally.

SECTION 3 — INSTALLATION & PROJECT DELIVERY

3.1 Installation Timeline

• • Estimated project timelines are provided in the quotation. Timelines are subject to site readiness, access, and third-party coordination (civil works, power supply, etc.).
  • Delays caused by factors outside Onyx Sound Project Consultants' control (e.g., site not ready, no power supply, access restrictions) will extend the project timeline accordingly.
  • Client is responsible for ensuring the site is ready for installation on the agreed date.

3.2 Site Requirements

• • Client must ensure proper power supply (correct voltage, earthing, and surge protection) is available at all installation points prior to our team's arrival.
  • Onyx Sound Project Consultants is not responsible for any equipment damage resulting from inadequate site electrical conditions.
  • Any civil, carpentry, or structural works required are the client's responsibility unless explicitly quoted and included.

3.3 Project Commissioning

• • All systems will be tested, configured, and commissioned upon installation completion.
  • A formal walkthrough and demonstration will be conducted with the client or their designated representative.
  • The commissioning stage is considered complete upon signing of the Project Testing, Commissioning & Handover Report.
    

SECTION 4 — PROJECT HANDOVER

4.1 Formal Handover Process

Upon completion of installation and commissioning, Onyx Sound Project Consultants will issue a Project Testing, Commissioning & Handover Report for client acknowledgement and signature. This signed document marks the official project handover date and initiates:

• • The start of the product warranty period
  • The start of the complimentary After Sales Support window
  • The 14 working day balance payment period

4.2 Pending Items

• • Any outstanding or snagging items agreed upon during handover will be recorded on the handover report and attended to within an agreed timeframe.
  • Minor pending items do not delay the official handover date.

SECTION 5 — PRODUCT WARRANTY

5.1 Warranty Period

• • All equipment supplied by Onyx Sound Project Consultants carries a 1-year manufacturer warranty from the date of the signed Project Handover, unless otherwise stated on the quotation.
  • Warranty is provided directly by the respective equipment manufacturer or their authorised Malaysian distributor.
  • Onyx Sound Project Consultants will assist clients in the warranty claim process as a liaison and support facilitator.

5.2 What Warranty Covers

• • Manufacturing defects
  • Component or hardware failure under normal operating conditions
  • Verified factory-related faults identified by the manufacturer or authorised service centre

5.3 What Warranty Does NOT Cover

The following are excluded from warranty coverage:

• • Damage caused by power surge, lightning strike, or fluctuation from the national electrical grid
  • Damage or malfunction caused by tampering, modification, or servicing by persons not authorised by Onyx Sound Project Consultants
  • Physical damage (drops, impact, water ingress, rodent damage, etc.)
  • Damage resulting from incorrect operation or user error
  • Equipment operated beyond its rated specifications
  • Normal wear and tear (e.g., grilles, cables, consumables)
  • Issues arising from third-party systems, cabling, or infrastructure not supplied by Onyx Sound Project Consultant

Recommendation: We strongly advise all clients to install a surge protection device (SPD) or UPS at the audio system's power source. This is one of the most common causes of equipment failure in Malaysian installations and is not covered under any manufacturer warranty.

SECTION 6 — AFTER SALES SUPPORT

Onyx Sound Project Consultants separates After Sales Support from the Product Warranty. Warranty covers product defects. After Sales Support covers our team's time, visit, and service.

6.1 Complimentary After Sales Support (Within Warranty Period — 1 Year)

During the 1-year warranty period, the following complimentary support is included:

• • 1 complimentary site inspection visit within 90 days of signed handover (KL & Selangor projects)
  • Up to 3 remote support sessions (WhatsApp call / video call) within the 1-year warranty period, subject to team availability
  • Technical guidance and fault assessment for warranty-related issues

Complimentary support is subject to the following conditions:

• • Balance payment has been settled within the 14 working day window
  • The system has not been tampered with by third parties
  • The issue does not fall under warranty exclusions (Section 5.3)

6.2 Chargeable Services

The following services are chargeable regardless of whether the system is within the warranty period:

• • Site visits beyond the included complimentary visit
  • All site visits after the 1-year warranty period
  • Site visits required due to user error, third-party tampering, or non-warranty causes
  • System reconfiguration, re-tuning, or setting changes requested by client
  • Additional remote support sessions beyond the included 3 sessions
  • Training sessions for new staff or operators

6.3 Chargeable Visit Rate (KL & Selangor)

Note: All rates above are subject to revision. Rates will be confirmed in writing before any chargeable service is rendered.

6.4 Annual Maintenance Contracts (AMC)

For clients requiring regular scheduled maintenance, system health checks, and priority support, Onyx Sound Project Consultants offers Annual Maintenance Contracts (AMC). AMC packages are quoted individually based on system size, venue type, and service frequency. Please contact us to discuss an AMC that fits your needs.

SECTION 7 — OUTSTATION & EAST MALAYSIA PROJECTS

For projects located outside Klang Valley — including Peninsular Malaysia (outstation) and East Malaysia (Sabah & Sarawak) — a separate Outstation Rate Sheet applies for all after-sales site visits.

• Installation projects in outstation locations will include logistics, travel, and accommodation costs as part of the project quotation.
• After-sales site visits to outstation and East Malaysia locations are chargeable at rates defined in the current Outstation Rate Sheet, available upon request.
• Remote support (WhatsApp / video call) is available for outstation clients within the standard complimentary and chargeable support framework.
• Where physically possible, Onyx Sound Project Consultants will explore local service partner arrangements to reduce outstation client costs. This is assessed on a case-by-case basis.

East Malaysia clients: We understand that geography creates additional logistical challenges. We are committed to making remote support our primary tool and will clearly communicate all travel-related costs in advance before any visit is scheduled.

SECTION 8 — LIABILITY & LIMITATIONS

• Onyx Sound Project Consultants' liability is limited to the value of the project as stated in the accepted quotation.
• We are not liable for any loss of revenue, business interruption, or consequential damages arising from equipment failure, delays, or system issues.
• We are not responsible for damage to the system or connected equipment caused by external factors including but not limited to: power surges, lightning, flooding, fire, or acts of God.
• Any works performed on the system by parties not authorised by Onyx Sound Project Consultants will void all remaining support obligations.
• Onyx Sound Project Consultants is not responsible for the performance of third-party infrastructure (wiring, conduits, power supply) not supplied by our team.

SECTION 9 — CANCELLATION & CHANGES

9.1 Client-Initiated Cancellation

• • All deposits paid to Onyx Sound Project Consultants are non-refundable. The deposit represents a firm commitment to proceed and authorises the allocation of resources, scheduling, and procurement on behalf of the client.
  • Cancellation after deposit payment but prior to procurement: Deposit is forfeited. No further charges will be raised provided no goods have been ordered.
  • Cancellation after procurement has commenced (goods ordered): Deposit is forfeited. Client may be liable for any additional costs incurred by Onyx Sound Project Consultants in connection with the order.
  • Cancellation after installation has commenced: Deposit is forfeited and the full outstanding balance becomes payable.
  • In exceptional circumstances, a request for deposit refund or credit may be submitted in writing for consideration by Onyx Sound Project Consultants management. Approval is entirely at management's discretion and is not guaranteed.

9.2 Scope Changes

• • Any changes to the agreed scope after quotation acceptance must be submitted in writing.
  • All scope changes will be assessed and a revised quotation or variation order issued before work proceeds.

SECTION 10 — GOVERNING LAW

These Terms & Conditions are governed by the laws of Malaysia. Any disputes arising from this agreement shall first be subject to good-faith negotiation. If unresolved, disputes shall be referred to mediation before any legal proceedings are initiated.

FREQUENTLY ASKED QUESTIONS

These are the most common questions our clients ask. We believe in transparency — no hidden terms, no surprises.

Q: My system has a problem. What should I do first?
A: Contact us via WhatsApp or phone. We will triage the issue remotely first. Most common issues (e.g., accidental setting changes, connectivity issues) can be resolved in a short call at no charge within your included remote support sessions.

Q: Is warranty the same as after-sales support?
A: No. Warranty covers manufacturing defects and is handled by the equipment manufacturer. After-sales support covers our team's time to visit, diagnose, or assist you on-site. Both run concurrently within the 1-year period, but they are separate — warranty is about the product, support is about our service.

Q: What happens after my 1-year warranty expires?
A: We are still here for you — but site visits and extended remote support are chargeable after the warranty period. We encourage long-term clients to ask us about our Annual Maintenance Contract (AMC) for cost-effective, scheduled support.

Q: Can I get someone else to repair or modify my system?
A: You may, but please be aware that any works by third parties will void Onyx Sound Project Consultants' remaining support obligations. We also cannot guarantee system performance after unauthorised modifications. We always recommend contacting us first.

Q: My project is in Sabah / Sarawak or outstation — how does support work?
A: Remote support via WhatsApp or video call is available to you just like any other client. Physical site visits to East Malaysia or outstation locations are chargeable per our Outstation Rate Sheet. We will always confirm all costs with you before scheduling any visit.

Q: What is an Annual Maintenance Contract (AMC) and do I need one?
A: An AMC is a structured annual service agreement that covers scheduled visits, system health checks, and priority support. It is ideal for venues with heavy or daily usage — such as hotels, houses of worship, F&B outlets, and corporate offices. Contact us and we will design one around your system and budget.

Q: I am not satisfied with the installation. What do I do?
A: Please do not sign the handover report until you are satisfied. During the commissioning walkthrough, raise any concerns immediately. Our team is committed to addressing all snagging items. Once the handover report is signed, outstanding items will be tracked and attended to as agreed.

Q: Can I request a surge protector or UPS as part of my project?
A: Absolutely — and we strongly recommend it. Please ask us to include a suitable surge protection device or UPS in your quotation. This is one of the best investments you can make to protect your audio system long-term.

CLIENT ACKNOWLEDGEMENT

By accepting a quotation, paying a deposit, or signing the Project Handover Report issued by Onyx Sound Project Consultants, the client acknowledges and agrees to the Terms & Conditions stated in this document.

If you have any questions about these terms prior to project confirmation, please do not hesitate to contact us. We are happy to discuss and clarify.

Thank you for trusting Onyx Sound Project Consultants with your project.
We look forward to delivering serious sound for your space.

Contact us: 
Onyx Sound Project Consultants Sdn Bhd
www.onyxaudioarchitect.com.my
No. 5-3, Petaling Utama Avenue, Jalan PJS 1/50, Petaling Utama, 46150 Petaling Jaya, Selangor
Registration No.: 202401036743 (1582590V)
Contact No: +6010-218 8653