Terms & Conditions

1. Definitions

• "Atelier" / "We" / "Us" / "Our" — Mutiara Tempo, a watch repair atelier operating from 22 Jalan Larut, 10050 George Town, Pulau Pinang, Malaysia.
• "Client" / "You" — any individual or party who submits a watch for service or uses this website.
• "Service" — watch repair, movement servicing, bezel servicing, or heritage programme work as described in our service documentation and confirmed in writing at intake.
• "Watch" / "Timepiece" — any mechanical or automatic watch submitted to us for service.
• "Intake Record" — the written document created at the point of acceptance, noting the agreed scope of work and the watch's condition at that time.
• "Agreement" — these Terms and Conditions together with the Intake Record for each service engagement.

2. Acceptance of Terms

By submitting a watch for service, by signing or accepting an Intake Record, or by using this website, you confirm that you have read and accept these Terms and Conditions. You confirm that you are at least 18 years of age and have the legal capacity to enter into a service agreement.

If you are submitting a watch on behalf of another person or entity, you confirm that you have authority to do so and to bind that person or entity to these terms.

3. Service Description

We offer three service programmes: the Watchmaker Service (MYR 950), the Bezel Service (MYR 720), and the Heritage Programme (MYR 2,180). The scope of each programme is described on our website and in the Intake Record. Services are delivered from our atelier in George Town, Penang. We accept watches for service in person at the atelier and do not currently operate a postal service for watch intake.

We reserve the right to decline a service engagement where the watch's condition or required work falls outside our areas of competence, or where the required parts cannot be sourced within a reasonable timeframe.

4. Client Responsibilities

• You must confirm that you are the owner of the watch submitted, or that you have the owner's explicit authorisation to submit it for service.
• You are responsible for disclosing any known history of the watch that may be relevant to the service — including previous repairs, known defects, or modifications — at the time of intake.
• You must provide accurate contact details to enable us to reach you during the service period for consultation or approval of additional work.
• You must collect your watch within 30 days of being notified that it is ready. We will make reasonable attempts to contact you. If a watch is uncollected beyond 60 days after notification, we reserve the right to recover storage costs.

5. Intellectual Property

All content on this website — including text, images, layout, and design — is the property of Mutiara Tempo or its licensors and is protected by applicable intellectual property laws. You may not reproduce, distribute, or use website content for commercial purposes without our written permission.

Condition reports, photographs, and service documentation produced by Mutiara Tempo in connection with your service engagement are shared with you for your personal records. They may not be reproduced or used commercially without our permission.

6. Payment Terms

• Service fees are as stated in the Intake Record at the time of engagement. Fees are quoted in Malaysian Ringgit (MYR).
• Any additional costs — replacement parts, extended procedures — will be quoted and agreed in writing before the work proceeds. No additional charges will be applied without your prior approval.
• Payment is due at the point of collection. We accept payment by bank transfer or cash. We do not accept cheques.
• Where a service cannot be completed due to parts unavailability or unforeseen condition issues, we will notify you promptly. If you choose not to proceed, we reserve the right to charge a partial assessment fee covering the work carried out to that point, which will be agreed with you before any assessment begins.

Cancellation

You may withdraw a watch from service at any point before work commences at no charge. Once work has commenced, the service fee is payable in full. Where a Heritage Programme has been underway for more than four weeks, a pro-rata fee reflecting work completed to date will apply if you choose to withdraw the piece.

7. Service-Specific Terms

Watchmaker Service and Bezel Service

We will carry out the service as described in the Intake Record. If, during the course of the work, we identify conditions that require work beyond the agreed scope, we will contact you before proceeding. We do not carry out additional work without your approval.

Heritage Programme

The Heritage Programme operates on a longer timeline (typically 12–18 weeks) and involves a higher degree of client communication. Key decisions during the programme — particularly those relating to parts sourcing and component condition — will be documented and agreed with you in writing before action is taken. The programme fee does not include the cost of replacement parts, which are quoted and approved separately.

Timelines

Service timelines given at intake are estimates and may be affected by parts availability and the condition of the watch as revealed during service. We will notify you of significant delays. Timelines are not binding commitments.

8. Disclaimers

All watch repairs and service work are carried out with reasonable care and professional skill. However, given the age, condition, and prior history of mechanical timepieces, we cannot promise specific performance outcomes following service. Older movements with worn components may not achieve the same timing accuracy as more recent calibres.

We are not liable for pre-existing faults that become apparent only once the movement is disassembled and inspected under magnification — we will however notify you of any such findings immediately and discuss the options available before proceeding.

This website is provided for informational purposes. Content on the website does not constitute professional advice on the value, authenticity, or condition of any specific timepiece.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, our liability to you in connection with any service is limited to the amount paid by you for that service. We are not liable for indirect, consequential, or incidental losses — including loss of enjoyment, sentimental value, or lost profit from a watch's potential sale.

We are not liable for damage caused by events outside our reasonable control, including natural disasters, fire, theft from secured premises, or supply chain disruptions affecting parts availability.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.

10. Indemnification

You agree to indemnify and hold harmless Mutiara Tempo, its staff, and representatives against any claim, loss, or damage arising from your breach of these terms, your misrepresentation of ownership or authority, or your failure to provide accurate information about the watch's history or condition at intake.

11. Termination of Service Engagement

Either party may end a service engagement by written notice. If we choose to terminate a service — for example, where we discover that the watch was reported to us with materially inaccurate information — we will return the watch in its current state of disassembly and charge only for work completed to that point.

Provisions relating to payment, intellectual property, liability, and dispute resolution survive termination of any service engagement.

12. Dispute Resolution

These Terms and Conditions are governed by the laws of Malaysia. Any dispute arising from a service engagement will first be addressed through direct communication between the parties, with the aim of reaching an amicable resolution within 21 days of written notice of the dispute.

Where no resolution is reached, disputes shall be submitted to the jurisdiction of the courts of Pulau Pinang, Malaysia.

The Consumer Protection Act 1999 (Malaysia) applies where relevant to consumer service transactions.

13. General Provisions

• Entire Agreement: These Terms and Conditions, together with the Intake Record, constitute the entire agreement between the parties for each service engagement.
• Severability: If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force.
• Waiver: Our failure to enforce any term on a particular occasion does not constitute a waiver of that term.
• Assignment: You may not assign your rights or obligations under these terms to a third party. We may transfer our obligations to a suitably qualified successor in the event of a change in business ownership.
• Notices: Formal notices should be sent to [email protected] or to our address below. We will respond in writing within 14 days.

14. Changes to These Terms

We may update these Terms and Conditions from time to time. Updated terms will be published on this page with a revised date. The terms that apply to a service engagement are those in effect at the time of intake, not those published at a later date.

15. Contact