Refund Policy

Effective Date: March 2026

At ProFlow Plumbing Solutions, customer satisfaction sits at the heart of everything we do. We understand, however, that situations arise where a refund, cancellation, or rescheduling becomes necessary. This Refund Policy sets out clear guidelines so you know exactly what to expect. It applies to all plumbing services booked through callpro.pro, by phone, or via WhatsApp.

Scope

This policy covers all residential and commercial plumbing services offered by ProFlow, including scheduled maintenance, one-off repairs, installations, and emergency call-outs. It does not apply to third-party products purchased independently — such as taps, water heaters, or fixtures you have sourced yourself. Warranty claims on materials we supply are handled separately under the manufacturer's terms, and our team can assist you with those claims where applicable.

Cancellation Before Service

Plans change, and we appreciate advance notice when they do. Our cancellation terms are as follows:

  • More than 24 hours before the appointment: Full refund of any deposit paid. No cancellation fee applies.
  • Between 12 and 24 hours before the appointment: A refund of the deposit minus a 15% administrative fee to cover scheduling and dispatch costs that have already been incurred.
  • Less than 12 hours before the appointment: The deposit is non-refundable. By this point, a technician has been assigned and materials may have been prepared for your job. You may, however, request to reschedule to a mutually convenient date within 14 days at no extra charge.

Emergency plumbing call-outs are non-cancellable once a technician has been dispatched to your location, given the urgent nature of such requests and the resources mobilised on short notice.

Incomplete or Unsatisfactory Work

If you believe that our work has not been completed to a satisfactory standard, we want to hear about it right away. ProFlow offers a 30-day workmanship guarantee on all completed jobs. During this period, if a problem arises that is directly attributable to our work — for example, a fitting that leaks or a joint that fails — we will return to rectify the issue at no additional cost.

Should the problem persist after a second attempt at rectification, or if the nature of the issue makes a repair impractical, you may be entitled to a partial or full refund of the labour charges associated with the affected portion of the job. Materials that have been installed and cannot be recovered will generally not be refunded, unless the material itself was defective at the time of installation.

To ensure a fair assessment, we may need to inspect the work before approving a refund. Our team will arrange this inspection at a time that suits you, typically within five working days of your complaint.

Non-Refundable Situations

Transparency matters, so we want to be upfront about circumstances where refunds are not available:

  • Services that have been completed in full and accepted by the customer at the time of sign-off
  • Issues caused by pre-existing plumbing defects, third-party interference, or improper use of the repaired fixture after our work is done
  • Cosmetic preferences — for instance, dissatisfaction with the appearance of exposed pipework that was installed correctly and in accordance with the agreed quotation
  • Delays or complications caused by factors outside our control, such as restricted access to the work site, inaccurate information provided during booking, or local water supply disruptions

How to Request a Refund

Submitting a refund request is straightforward. Simply send an email to [email protected] with the following details:

  1. Your full name and contact number
  2. The date of the service appointment
  3. Your invoice or booking reference number
  4. A clear description of the issue and the reason for your refund request
  5. Photographs, if relevant, to help us assess the situation quickly

Alternatively, you may call our office during business hours or visit us at 15 Jalan Maju, Shah Alam. Our customer service team will acknowledge your request within two working days and guide you through the next steps.

Refund Timeframe

Once a refund has been approved, processing times depend on the original payment method:

  • Bank transfer or FPX: Refund credited within 7 to 10 working days
  • Credit or debit card: Refund reflected within 10 to 14 working days, depending on your issuing bank
  • Cash payments: Refund issued via bank transfer to your nominated account within 7 working days

We will notify you by email once the refund has been processed and provide a reference number for your records.

Contact Us

We are here to help. If you have questions about this Refund Policy or need to discuss a specific situation, please do not hesitate to reach out:

Our goal is always to find a fair resolution. Whether that means sending a technician back to fix something, rescheduling your appointment, or processing a refund, we will work with you until the matter is resolved to your satisfaction.