Maintenance Service
Terms & Conditions

For the purpose of these Terms and Conditions:

These Terms and Conditions constitute an agreement between Bali Pro Services and the Customer.

Under Indonesian contract principles, an agreement is generally based on the mutual consent of the parties, legal capacity, a certain subject matter and a lawful cause. These principles are commonly associated with Article 1320 of the Indonesian Civil Code (KUH Perdata).

By subscribing, booking, paying, approving a quotation, signing an agreement, giving written confirmation, or allowing Bali Pro Services to perform services at the Property, the Customer confirms acceptance of these Terms and Conditions.

If the Customer acts on behalf of a property owner, company, tenant, villa or third party, the Customer confirms that they have full authority to enter into this agreement and approve services on behalf of that party.

Bali Pro Services provides scheduled maintenance services for residential, villa, commercial, hospitality or other agreed properties.

The maintenance subscription includes general inspection and Minor Repairs where reasonably possible during a scheduled visit. Minor Repairs may include, but are not limited to:

• Tightening taps or fittings
• Securing loose fixtures
• Adjusting or checking power sockets
• Changing light bulbs, where accessible and safe
• Minor adjustments to doors, handles, hinges or fittings
• Basic inspection of plumbing, electrical and general property maintenance issues
• Reporting visible maintenance concerns
• Other small maintenance tasks that Bali Pro Services considers reasonable and safe

The exact scope of services depends on the selected subscription package, property type, property condition, access, safety, technician assessment and any written agreement between Bali Pro Services and the Customer.

Bali Pro Services reserves the right to determine whether a requested task is included within the subscription or should be treated as Additional Work.

Maintenance visits will be carried out according to the agreed schedule between Bali Pro Services and the Customer.

The Customer is responsible for ensuring that Bali Pro Services has safe and reasonable access to the Property at the scheduled time. If access is not available at the agreed time, the visit may, at Bali Pro Services' discretion:

• Be considered completed;
• Be rescheduled subject to availability; or
• Be subject to an additional call-out or rescheduling fee.

Bali Pro Services will make reasonable efforts to attend scheduled visits on time. However, delays may occur due to traffic, weather, emergencies, ceremonies, road closures, staff availability, supplier delays, force majeure events or circumstances beyond Bali Pro Services' control.

The maintenance subscription includes reasonable Minor Repairs that can be completed on the spot during a scheduled visit. Minor Repairs are included only where:

• The repair can be safely completed during the visit;
• No specialist contractor is required;
• No major replacement part is required;
• The issue does not require extensive diagnostics;
• The repair falls within the technician's scope of skill and authority;
• The work can be completed within a reasonable time;
• The work does not require permits, licences or government approvals;
• The work does not create safety, legal or regulatory concerns.

Bali Pro Services reserves the sole discretion to decide whether a task qualifies as a Minor Repair.

Any repair, maintenance, installation, replacement or specialist work that exceeds Minor Repairs is not included in the standard subscription fee.

Where Additional Work is required, Bali Pro Services will provide a report, recommendation, estimate or quotation where appropriate. Additional Work may include, but is not limited to:

• Major plumbing repairs
• Electrical repairs requiring licensed specialists
• Air-conditioning servicing or repairs
• Roof repairs
• Pool repairs or equipment replacement
• Structural work
• Painting, renovation or carpentry work
• Replacement of appliances, fixtures, pumps, switches or fittings
• Pest control
• Deep cleaning
• Garden or landscaping work
• Waste removal
• Mould treatment
• Emergency call-outs outside scheduled visits
• Any work requiring external contractors, specialist tools, specialist materials or permits

No Additional Work will be carried out without Customer approval, except where urgent action is reasonably required to prevent immediate damage, safety risk, health risk or further loss.

Where urgent work is carried out without prior approval due to emergency circumstances, Bali Pro Services will inform the Customer as soon as reasonably possible and may charge the Customer for reasonable costs incurred.

Unless expressly stated in the Customer's subscription package, the cost of materials, spare parts, consumables, fixtures, fittings, replacement items and specialist equipment is not included in the subscription fee.

Examples of chargeable materials may include:

• Light bulbs
• Taps, valves, pipes, hoses, seals and fittings
• Electrical switches, sockets, breakers and wiring components
• Screws, brackets, hinges, handles, locks and fixtures
• Paint, sealant, adhesive and waterproofing materials
• Filters, pumps, motors and replacement parts
• Any material purchased for the Customer's Property

Bali Pro Services may charge for procurement time, delivery, transport, handling, supplier coordination and administration where applicable.

Ownership of installed materials or parts transfers to the Customer once payment has been received in full, unless otherwise agreed in writing.

After each scheduled maintenance visit, Bali Pro Services will provide a maintenance report within seventy-two hours. The report may include:

• Work completed during the visit
• Issues identified
• Recommended repairs
• Photos, where appropriate
• Suggested preventative maintenance
• Estimated costs for Additional Work, if applicable
• Urgency level of identified issues

Reports are intended to assist the Customer in maintaining the Property. They do not constitute a full structural, engineering, electrical, legal, building, pest or safety certification unless specifically agreed in writing.

The Customer acknowledges that Bali Pro Services can only report on issues visible or reasonably identifiable during the visit. Hidden defects, concealed damage, underground issues, internal wall defects, latent construction defects and issues requiring specialist testing may not be identified.

The Customer agrees to:

• Provide accurate property details and contact information;
• Ensure safe and reasonable access to the Property;
• Inform Bali Pro Services of known hazards, risks, defects or special conditions;
• Secure pets or animals before technician arrival;
• Ensure someone is available if access requires attendance;
• Provide keys, access cards, gate codes or entry instructions where needed;
• Ensure Bali Pro Services has permission to enter and perform services;
• Respond promptly to requests for approvals;
• Pay all fees, invoices, approved costs and applicable taxes when due;
• Use all services lawfully and in accordance with Indonesian law.

The Customer is responsible for ensuring that the Property is legally accessible and that Bali Pro Services has permission to enter and perform the agreed services.

If the Customer is not the property owner, the Customer confirms that they have authority from the property owner or relevant authorised party.

Bali Pro Services reserves the right to refuse, postpone, suspend or stop work if a technician or Bali Pro Services considers the site unsafe, unsuitable, unlawful or unreasonable. Unsafe conditions may include, but are not limited to:

• Aggressive, abusive or threatening behaviour;
• Unsafe electrical systems;
• Dangerous structures;
• Flooding or unstable flooring;
• Unsanitary conditions;
• Hazardous materials;
• Unrestrained animals;
• Lack of safe access;
• Severe weather conditions;
• Presence of illegal items or activities;
• Any condition that may endanger workers, customers, guests, tenants or third parties.

Bali Pro Services will not be liable for delays, non-performance or additional costs caused by unsafe working conditions.

Bali Pro Services is committed to professional and respectful service. Customers, guests, tenants, staff, villa managers and other persons at the Property are expected to treat Bali Pro Services technicians, office staff, contractors and representatives with courtesy and respect.

Bali Pro Services reserves the right to suspend or cancel any subscription or service agreement immediately if there is rude, abusive, threatening, discriminatory, aggressive, harassing or inappropriate behaviour directed toward technicians, office staff, contractors or representatives. In such cases:

• Bali Pro Services may refuse further service;
• The subscription may be terminated immediately;
• Any outstanding amounts remain payable;
• No refund will be due for services already provided or costs already incurred;
• Bali Pro Services may take further action if required under applicable law.

All customer communication must be directed through the Bali Pro Services office via approved communication channels, including phone, email, WhatsApp, customer portal or any other method confirmed by Bali Pro Services.

Customers must not communicate directly with technicians regarding bookings, scheduling, pricing, cancellations, complaints, instructions, approvals or Additional Work unless Bali Pro Services has expressly authorised this. Technicians are not authorised to:

• Confirm pricing;
• Approve or change service packages;
• Accept cancellations;
• Accept payments;
• Schedule or reschedule appointments;
• Agree to Additional Work;
• Amend these Terms and Conditions;
• Make promises, warranties, guarantees or legal commitments on behalf of Bali Pro Services.

Any approval for Additional Work, quotation acceptance, schedule change, cancellation or service request must be confirmed through the Bali Pro Services office. Written approval through email, WhatsApp, message, digital form, customer portal or similar approved method may be accepted as authorisation for Additional Work, costs and scheduling.

Bali Pro Services will not be responsible for misunderstandings, delays, unauthorised work, incorrect instructions, disputes or additional costs resulting from communication made directly with technicians rather than the office.

Maintenance subscriptions are billed monthly through recurring payments unless otherwise agreed in writing. The Customer authorises Bali Pro Services to charge the agreed monthly subscription fee using the Customer's selected payment method.

Payment terms, billing dates, accepted payment methods and subscription fees will be confirmed at the start of the subscription. All fees are payable in Indonesian Rupiah unless otherwise agreed in writing.

If payment is not received by the due date, Bali Pro Services may:

• Suspend scheduled maintenance visits;
• Withhold reports, bookings or additional services;
• Charge late payment fees or administrative charges, where permitted;
• Cancel the subscription;
• Recover outstanding amounts through lawful collection procedures.

All prices may be subject to applicable taxes, levies, fees or government charges under Indonesian law. The Customer is responsible for any bank charges, payment processing fees, transfer fees, currency conversion costs or withholding deductions unless otherwise agreed in writing.

Customers must provide thirty days' written notice to cancel their maintenance subscription. Cancellation notice must be sent through an approved communication channel, such as email, WhatsApp, customer portal or other method confirmed by Bali Pro Services.

The subscription will remain active, and billing will continue, during the thirty-day notice period.

If a Customer cancels during a billing cycle, no refund will be provided for any unused portion of the month unless otherwise agreed in writing or required by applicable Indonesian law.

Bali Pro Services may cancel or suspend a subscription immediately if:

• The Customer fails to pay amounts due;
• The Customer breaches these Terms and Conditions;
• The Customer or persons connected with the Property behave abusively or aggressively;
• The Property is unsafe or unlawful to service;
• Bali Pro Services is unable to continue services due to operational, legal or force majeure reasons.

Bali Pro Services may update subscription packages, pricing, service inclusions, service areas, operational procedures or these Terms and Conditions from time to time.

Where material changes affect an active Customer, Bali Pro Services will provide reasonable notice. Continued use of the service after the effective date of any updated terms will be considered acceptance of those changes.

If the Customer does not agree to material changes, the Customer may cancel the subscription by giving written notice in accordance with the cancellation policy.

Emergency call-outs are not included in the standard maintenance subscription unless expressly stated in the Customer's package. Emergency services may be subject to:

• Additional call-out fees;
• Higher rates outside normal working hours;
• Technician or contractor availability;
• Availability of materials or spare parts;
• Traffic, weather, ceremony, road or access conditions;
• The nature and urgency of the emergency.

Bali Pro Services will make reasonable efforts to assist with emergencies but does not guarantee immediate response times unless agreed in a separate written service-level agreement.

Unless specifically agreed in writing, the maintenance subscription does not include:

• Major repairs or renovations;
• Specialist contractor services;
• Licensed electrical or engineering certifications;
• Structural inspections;
• Pest control;
• Pool maintenance;
• Garden or landscaping services;
• Air-conditioning servicing;
• Appliance servicing or replacement;
• Deep cleaning;
• Mould remediation;
• Waste removal;
• Damage caused by misuse, neglect, guests, tenants, owners, weather, animals or third parties;
• Work requiring permits, licences or government approvals;
• Costs of parts, materials or consumables;
• Government fees, banjar permissions, permits or community charges;
• Any work prohibited by law or regulation.

If the Customer provides keys, access cards or security codes to Bali Pro Services, these will be handled with reasonable care.

The Customer remains responsible for updating Bali Pro Services about any access changes, alarm systems, security procedures, property rules, community rules or property restrictions.

Bali Pro Services is not responsible for failed access due to incorrect codes, changed locks, unavailable keys, security restrictions, lack of notice, or refusal of entry by security, staff, tenants, guests, villa managers, banjar representatives or other persons.

The Customer is responsible for ensuring that any keys, access cards or codes provided to Bali Pro Services are provided lawfully and with the consent of the property owner or authorised person.

Bali Pro Services will take reasonable care when performing services.

If damage occurs as a direct result of proven negligence by Bali Pro Services, the Customer must notify Bali Pro Services in writing as soon as possible and, in any event, within forty-eight hours of discovering the damage.

Bali Pro Services will not be liable for:

• Pre-existing damage;
• Hidden defects;
• Wear and tear;
• Faulty installation by others;
• Poor-quality materials or fixtures;
• Damage caused by third parties;
• Damage resulting from the Customer's delay in approving recommended repairs;
• Loss caused by the Customer's failure to maintain the Property;
• Consequential loss, lost income, lost bookings, loss of profit, loss of reputation, business interruption or guest compensation claims;
• Events beyond Bali Pro Services' reasonable control.

To the maximum extent permitted by Indonesian law, Bali Pro Services' liability will be limited to the value of the relevant monthly subscription fee or the cost of correcting the affected service, whichever is lower.

Nothing in these Terms and Conditions is intended to exclude liability that cannot be excluded under applicable Indonesian law, including mandatory consumer protection obligations.

Bali Pro Services may recommend, arrange or coordinate third-party contractors for specialist work. Where third-party contractors are used, their work may be subject to separate terms, pricing, warranties, availability and conditions.

Bali Pro Services is not responsible for third-party contractors' independent pricing, availability, delays, workmanship, warranties, permits, licences or conduct unless Bali Pro Services has expressly accepted responsibility in writing.

The Customer may be required to approve third-party quotes before work begins.

Bali Pro Services will perform services with reasonable skill and care.

Bali Pro Services does not guarantee that all maintenance issues will be identified or resolved during a scheduled visit. Maintenance services are preventative and corrective in nature but cannot eliminate all future breakdowns, defects, wear and tear or property issues.

Any warranty on parts or materials will be limited to the warranty provided by the manufacturer, supplier or third-party contractor. Workmanship warranties, if offered, will be confirmed in writing for the specific job.

No oral statement by a technician shall constitute a warranty, guarantee or legally binding commitment unless confirmed in writing by the Bali Pro Services office.

Bali Pro Services respects consumer rights under applicable Indonesian law, including Law No. 8 of 1999 on Consumer Protection.

Nothing in these Terms and Conditions is intended to remove, limit or exclude any mandatory consumer rights that cannot legally be excluded under Indonesian law.

Customers are encouraged to contact the Bali Pro Services office first if they have any concern, complaint or dispute regarding the services. Bali Pro Services will make reasonable efforts to resolve complaints fairly and professionally.

Bali Pro Services may collect and process Customer information for the purpose of providing maintenance services, managing subscriptions, processing payments, preparing reports, communicating with Customers, arranging access, coordinating contractors and complying with legal obligations. Customer information may include:

• Name;
• Phone number;
• Email address;
• Property address;
• Billing information;
• Access instructions;
• Service history;
• Photos or videos of maintenance issues;
• Communication records;
• Other information necessary to provide the services.

Bali Pro Services will handle personal data in accordance with applicable Indonesian personal data protection laws, including Law No. 27 of 2022 on Personal Data Protection.

Customer information will not be shared with third parties except where necessary to:

• Provide services;
• Process payments;
• Coordinate contractors or suppliers;
• Prepare reports;
• Comply with legal obligations;
• Protect Bali Pro Services' rights;
• Respond to lawful requests from authorities;
• Prevent fraud, damage or safety risks.

By using the services, the Customer consents to the reasonable collection, use, storage and processing of personal data for the purposes described above.

Bali Pro Services may take photos or videos of the Property, maintenance issues, completed works, access points, materials or damaged areas for documentation, reporting, quotation, quality control, training, dispute resolution and record-keeping purposes.

Bali Pro Services will take reasonable care not to capture unnecessary private or sensitive areas.

Photos and videos will not be used for public marketing purposes without Customer consent, unless the content is anonymised and does not identify the Customer, guests, occupants or Property.

Bali Pro Services will not be liable for delay, cancellation, suspension or failure to perform services due to events beyond its reasonable control. These may include:

• Extreme weather;
• Natural disasters;
• Flooding, earthquakes, volcanic activity or landslides;
• Road closures or traffic disruptions;
• Religious ceremonies or local access restrictions;
• Power outages;
• Supplier shortages;
• Government restrictions;
• Banjar or community restrictions;
• Strikes or labour disruptions;
• Illness, accident or emergency;
• War, civil unrest, public disorder, pandemic or public safety issues.

In such cases, Bali Pro Services will make reasonable efforts to reschedule affected services.

The Customer is responsible for informing Bali Pro Services of any local rules, building rules, villa complex rules, banjar requirements, permits, access limitations or community restrictions that may affect the services.

Unless otherwise agreed in writing, the Customer is responsible for obtaining any required approvals, permissions, permits or authorisations relating to the Property.

Bali Pro Services may refuse or suspend work if required permissions are not available or if performing the work may breach applicable law, local rules or community requirements.

The Customer may not assign or transfer their subscription or rights under these Terms and Conditions to another person or property without written approval from Bali Pro Services.

Bali Pro Services may assign, subcontract, delegate or transfer part of its obligations to employees, contractors, suppliers or affiliated service providers where necessary to perform the services.

If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable under Indonesian law, that provision shall be modified or removed only to the extent necessary.

The remaining provisions shall continue to be valid and enforceable.

These Terms and Conditions may be prepared in English, Indonesian or bilingual format.

For use in Indonesia, Bali Pro Services may prepare an Indonesian-language version to comply with applicable requirements and to ensure clarity between the parties.

In the event of any inconsistency or conflict between the English and Indonesian versions of these Terms and Conditions, the Indonesian version shall prevail.

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of the Republic of Indonesia.

Any dispute, controversy or claim arising out of or relating to these Terms and Conditions or the services shall first be resolved through good-faith discussion between the Customer and Bali Pro Services.

If the dispute cannot be resolved amicably, the parties may refer the matter to the competent court or dispute resolution body in Indonesia, unless another dispute resolution method is agreed in writing.

Unless otherwise agreed, the parties submit to the jurisdiction of the competent courts in Bali, Indonesia.

By subscribing to, booking, approving, paying for or using Bali Pro Services' maintenance services, the Customer confirms that they have read, understood and agreed to these Terms and Conditions.

The Customer also confirms that they have had the opportunity to ask questions before accepting the services.