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Airple's Customer Promise Policy

Last Update: 12 September 2024

At Airple, we are committed to providing exceptional service and taking full responsibility for our work. While our team of skilled technicians strives to deliver flawless service, we understand that in rare instances, accidents can happen. That's why we’ve developed this Customer Promise Policy to give you peace of mind.

Company Information

Company Name: Airple Construction Pte Ltd
Company Registration Number: UEN 201722322H
Registered Address: 2 Yishun Industrial Street 1 #02-32 North Point Bizhub Singapore 768159
Contact Email: ask@airple.com.sg
Contact Phone Number: +65 8385 6888

Our Promise

We understand how frustrating it can be when service providers shy away from problems or, worse, disappear after payment is made, leaving the issues back in the hands of the owners. At Airple, we want you to know that if something goes wrong, we will make it right. Our policy is designed to ensure you're never left dealing with the aftermath alone. Whether it's an issue with your aircon or accidental damage to your property, such as your TV, furniture, walls, or flooring, we've got you covered.

How We Handle It

  • Repair First: Our priority is always to repair any damage. We will bring in professional contractors to restore non-aircon items like walls or furniture. For aircon-related issues, we will repair any faults caused by our technicians.
  • Replacement: If the item is beyond repair or parts are unavailable, we will provide a brand-new replacement of the damaged item or part.

Reporting Requirements

To prevent any disputes and ensure clarity, we ask that you report issues promptly. Mishandling and accidental damage are easily spotted at the time of service, making it straightforward for both you and us to verify what happened. Therefore, we've established two reporting timelines:

  • Aircon-Related Issues:

    You have 3 days after your service to report any aircon-related problems caused by mishandling. This period is to identify any issues because any malfunction caused by mishandling will typically show up immediately or within a short period. We extend the 3-day window to ensure ample time, but rest assured, any problems due to mishandling would become apparent almost right away. We ask that you report within this timeframe to prevent any ambiguity.

  • Non-Aircon Items:

    Any damage to non-aircon items, such as TVs, furniture, or walls, must be reported on the same day as the service. This helps us quickly verify the cause of the damage and address it. Reporting beyond this timeframe will not be covered. We’ve found that damages caused by mishandling are immediately noticeable, and we want to prevent any misuse of this policy by reporting pre-existing issues after the fact.

How to Make a Claim

If something goes wrong, here's how to file a claim under our Customer Promise Policy:

  • For aircon-related issues:

    Report the problem within 3 days by sending photos and videos to us via WhatsApp at 8385 6888.

  • Non-Aircon Items:

    Any accidental damage to non-aircon items must be reported by the end of the same day of service. Send clear photos and videos via WhatsApp at 8385 6888.

After these reporting periods (3 days for aircon, same day for non-aircon items), we will not be able to cover the claim, as mishandling would have been spotted by then.

Our Commitment to Integrity

At Airple, we fiercely protect our genuine customers. We understand that accidents can happen, and we are fully committed to making things right when they do. Our Customer Promise Policy is designed to ensure you receive fair and honest treatment if something goes wrong.

However, we will not hesitate to push back against those who attempt to misuse or take advantage of this policy. Just as we stand by our customers, we also stand by the integrity of our business. We operate with the highest standards, and we will not entertain any claims that are false, exaggerated, or made with the intent to harm our business. Our policy exists to protect genuine cases, and we take a firm stance against any attempts to abuse it.

FAQs

We cover any damages directly caused by our technicians, including aircon-related issues and accidental damage to non-aircon items like TVs, walls, and flooring.
Accidental damage to non-aircon items is easy to spot right away. We ask that you report it immediately to avoid any misunderstandings or misuse, such as attributing pre-existing damage to our technicians.
Unfortunately, we will not be able to cover claims made after the same day for non-aircon items, as these damages should be immediately noticeable and verifiable.
You have 3 days to report any aircon-related problems caused by mishandling. This period is more than sufficient, as most mechanical issues resulting from mishandling will appear almost immediately. We allow up to 3 days just to give you ample time, but any problems will show up right away if mishandling occurred.
We always opt for repairs first. However, if an item is beyond repair or parts are unavailable, we will provide a brand-new replacement.
No, the policy only covers damages caused directly by mishandling during the service. Pre-existing damage or damage unrelated to our service is not covered.

Contact Us

If you have any questions about these Terms, please contact us at:
Email: ask@airple.com.sg
Phone: +65 8385 6888
Address: 2 Yishun Industrial Street 1 #02-32 North Point Bizhub Singapore 768159
By using our Services, you agree to these Terms. Thank you for choosing Airple Construction Pte Ltd.