M&E Warranty Policy

This policy explains the standard warranty and support MonstaWash provides for the mechanical and electrical (M&E) works we install as part of a turnkey smart laundry facility — and how to get help when something goes wrong. The signed Service & Installation Agreement for your site is the governing document: where it states a different period, coverage or response target, that agreement applies.

1. What this warranty covers

For works designed, supplied and installed by MonstaWash:

• Electrical: distribution board works, three-phase wiring and protection for the machines, machine connections, lighting and control circuits installed by us.
• Plumbing and drainage: water supply lines, valves, drainage and discharge works installed for the facility.
• Ventilation: exhaust ducting, extraction and air make-up where we installed it, including its fixings and sealing.
• Gas works for dryer installations, where applicable and where we carried them out.
• Machine installation and commissioning: positioning, levelling, connection, water and drain hook-up, payment terminal integration, and commissioning.
• Workmanship: the quality of our installation, including fixings, sealing, alignment and safe clearances.

2. How long it lasts

• M&E works and installation workmanship: 12 months from the date of commissioning and sign-off of the installation, unless your agreement states otherwise.
• Machines and equipment: covered by the manufacturer’s warranty, administered by MonstaWash as your single point of contact. Where a manufacturer’s period is longer than 12 months, the manufacturer’s period applies to those items.
• Consumables and wear items such as lint filters, hoses, door seals, detergent dosing lines and bulbs are maintained by our scheduled servicing and are not defects covered by this warranty.

3. Parts and labour

Within the warranty period, for an item this policy covers, replacement parts and our labour are covered — the property is not invoiced for the repair. Preventive servicing visits scheduled as part of the agreement are also included. Anything outside this policy is quoted before we carry it out; see section 8.

4. Preventive servicing

Machines run continuously, so preventive servicing is what keeps them available. As part of the agreement we service the facility on a scheduled cycle, including cleaning and inspection of lint and drainage paths, checking electrical connections and protection, verifying dosing and water flow, checking levelling and mountings, and chemical restocking and drum sanitisation where that is part of your scope. A service report is recorded against the facility and its machines.

5. Reporting a fault

• QR code on every machine: scan it to reach our support desk directly with the machine identified.
• 24/7 support desk: call or WhatsApp the published helpline for anything urgent — leaks, power faults, or a machine that is unsafe or blocking the facility.
• Automatic alerts: our cloud telemetry normally detects a fault and raises it with our technical team before anyone reports it. If you also report it, we will link both to the same job.

6. How we respond

1. Remote triage first. Many faults are cleared remotely — a refund, a cycle reset, a payment or door-lock issue — and that can often happen while you are on the line.
2. Acknowledgement. Reports that need a visit are acknowledged to the contact on file during business hours, and urgent safety issues are picked up immediately through the helpline.
3. On-site attendance. Our regional technical team is scheduled to the site, priority given to faults that take the facility out of service. Attendance is targeted for the same or next working day within our main service regions in Peninsular Malaysia, and on the next scheduled run for East Malaysia and outlying locations. Travel, parts availability and site access can affect this, and we will tell you when we know it.
4. Repair and record. Once on site, the technician repairs or replaces the item and records what was done. Replacements during the warranty period carry the balance of the original warranty.

7. What is not covered

• Damage from misuse, vandalism, theft, fire, flood, lightning or other events outside our control.
• Works carried out on our installation by anyone else, or modification of the electrical, plumbing or ventilation installation without our agreement.
• Problems caused by supply conditions outside specification — voltage fluctuation or interruption, water pressure or water quality, or drainage blockage downstream of our works.
• Consumables, chemicals, and cosmetic wear such as scratches, dents or paint damage that do not affect operation.
• Machines operated with unauthorised parts, settings or firmware, or used outside their rated duty.
• Items explicitly excluded in your signed agreement.

8. Out-of-warranty and chargeable work

Where an item is outside cover, we will tell you what we found and why, and provide a quotation before any work. Chargeable work is invoiced at our prevailing rates for parts and labour. As your support partner we can still take the call, source the part and attend — that is the same team and the same desk.

9. Escalation

If a fault is not resolved to your satisfaction, ask for the service lead handling your region and we will review the job, the machine history and the service reports. Ongoing commercial or scope questions are handled with the partner contact named in your agreement, using the contact details published on this website.