Warranty / Service Terms

Last updated: 24 May 2026

These Warranty / Service Terms (“Terms”) set out the general terms applicable to quotations, bookings, installations, grouting works, consultations, and related services provided by THEHAUTESURFACE (“we,” “us,” or “our”).

By engaging us, requesting a quotation, booking a site visit, confirming works, or otherwise proceeding with our services, you acknowledge that you have read and accepted these Terms.

If there is any signed quotation, invoice, work order, project confirmation, or written agreement issued by us, that document may supplement or override parts of these Terms to the extent of any inconsistency.

1. Scope of Services

THEHAUTESURFACE is a premium surface transformation specialist in Singapore focused on selected epoxy grouting and interior film services for residential and commercial spaces.

Our services may include, depending on project scope and suitability:

Epoxy grouting-related works

• removal of old cement grout and regrouting with new epoxy grout or polyurea grout
• new grouting for newly installed tiles
• grout restoration
• grout recolouring
• stain-related restoration support

Interior film-related works

• supply and installation of selected interior films
• wrapping or refreshing suitable doors, frames, cabinets, wardrobes, counters, panels, and other approved surfaces
• finish selection guidance
• site suitability review

All services are subject to actual site condition, suitability, access, material availability, and final quotation confirmation.

2. Quotations

All quotations issued by us are based on the information available at the time, which may include photos, videos, dimensions, drawings, descriptions, specifications, and site discussions provided by the customer.

Unless otherwise stated in writing:

1. quotations are indicative until confirmed by us
2. quotations may be revised if actual site conditions differ materially from the information originally provided
3. quotations are subject to surface suitability, access, dimensions, substrate condition, and final scope confirmation
4. promotional or starting prices shown on the website are for guidance only and do not constitute a fixed offer for every site or every project

A quotation may be withdrawn, revised, or updated if:

• the site is materially different from what was represented
• additional preparation or remedial work is needed
• the selected finish, colour, or material changes
• access conditions, timing, or scope changes
• the project is delayed for an extended period
• material costs or availability change before confirmation

3. Starting Prices and Pricing Guidance

Any pricing shown on our website, marketing materials, or messages, including “from” prices, bundle prices, or promotional guide prices, is intended only as a general pricing reference.

Final pricing depends on factors such as:

• area or dimensions
• tile size or joint condition for epoxy grouting
• finish type, edge detail, and surface type for interior film
• substrate quality
• project complexity
• access conditions
• required preparation work
• final site condition at the time of execution

We reserve the right to revise pricing if the actual project scope differs from the original assumptions used to prepare the quotation.

4. Site Suitability

All services are subject to site suitability.

A quotation, recommendation, or booking does not mean every surface is automatically suitable for the intended service. A strong result depends heavily on the condition of the existing surface, substrate, installation quality, moisture exposure, movement, and related site factors.

We reserve the right to:

• decline works that are unsuitable
• limit our scope
• recommend preparatory or remedial works first
• revise pricing or timeline based on actual site condition
• stop work if unforeseen suitability issues arise

Where a customer chooses to proceed against our advice, we may decline warranty coverage or require additional written acknowledgment.

5. Epoxy Grouting Terms

5.1 General scope

Epoxy grouting works may include removal of existing grout, preparation of joint lines, regrouting, recolouring, restoration-related works, and other agreed grouting activities.

5.2 Existing tile and substrate limitations

Epoxy grouting improves grout lines. It does not correct all underlying tile or substrate problems.

Unless expressly agreed otherwise in writing, epoxy grouting does not:

• fix hollow or loose tiles
• repair cracked or damaged tiles
• correct uneven tile alignment
• correct poor original joint spacing
• conceal tile edge defects
• remedy structural movement
• remedy waterproofing failure
• remedy substrate deterioration or permanent deep staining

5.3 Existing site conditions

Because many epoxy grouting projects are carried out on existing surfaces, the final result will always remain subject to:

• prevailing site condition
• quality of original tile installation
• condition of existing joint lines
• previous damage, movement, staining, or wear

Minor haze, texture differences, surface marks, or visual irregularities may occur as part of works on existing surfaces. These do not automatically constitute defective workmanship.

5.4 Colour and finish expectations

Colour selection is made based on available options, visual preference, and site context. Even with care, slight visual variation may still occur depending on tile tone, lighting, surrounding finishes, and existing conditions.

6. Interior Film Terms

6.1 General scope

Interior film services may include assessment, finish selection, preparation of suitable surfaces, film installation, trimming, finishing, and related agreed works for approved surfaces.

6.2 Suitable surfaces

Interior film is intended only for surfaces we determine to be reasonably suitable.

Generally, surfaces that are wet, dirty, peeling, rough, unstable, heavily damaged, or otherwise compromised may not be suitable for film installation.

6.3 Surface condition limitations

Interior film is a finishing solution, not a structural repair method. It does not correct:

• unstable substrates
• severe surface deterioration
• moisture-related base issues
• major edge failure
• serious surface contamination
• pre-existing underlying damage not reasonably correctable within the agreed scope

6.4 Finish expectations

Interior film is installed over existing suitable surfaces. Final presentation may still be influenced by:

• edge profiles
• substrate flatness
• existing workmanship
• lighting
• environmental conditions
• how the surface is used after installation

Small visual limitations inherent to the base condition or profile of the item do not automatically mean the installation is defective.

7. Customer Responsibilities

The customer agrees to:

1. provide accurate information about the project, surface condition, dimensions, and intended use
2. disclose known defects, leaks, hollow tiles, instability, moisture issues, damage, or prior repair history where relevant
3. provide safe and reasonable site access
4. ensure the work area is available and accessible at the agreed time
5. remove personal belongings, fragile items, or obstructions unless otherwise agreed
6. ensure necessary approvals, permissions, or management clearance have been obtained where required
7. review quotations, finish choices, and scope carefully before confirmation
8. use and maintain the finished surfaces reasonably after handover

If customer-provided information is inaccurate or incomplete, we may revise scope, pricing, timelines, or warranty coverage accordingly.

8. Scheduling and Access

We will make reasonable efforts to meet scheduled appointment and work dates, but all timelines are estimates unless expressly guaranteed in writing.

Project timing may be affected by:

• access limitations
• site readiness
• weather or environmental issues
• unforeseen defects
• customer delays
• material availability
• rescheduling requirements
• third-party dependencies

If site access is not available at the agreed time, or if the site is not ready for works, we reserve the right to reschedule and to impose reasonable charges where additional wasted trips, manpower, or administrative loss has been incurred.

9. Variation of Scope

Any change in requested scope, dimensions, finish selection, material, site condition, preparation needs, or related requirements may result in a variation.

Variations may affect:

• total price
• lead time
• installation schedule
• material allocation
• warranty application

We may pause work until the variation is reviewed and accepted.

10. Workmanship Warranty

10.1 General warranty position

We provide a 1-year workmanship warranty for qualifying installation-related issues for epoxy grouting works and for qualifying interior film peeling or defective installation-related issues, subject to these Terms.

10.2 Warranty period

Unless otherwise stated in writing, the warranty period begins from the date of practical completion, handover, or installation completion, as determined by us.

10.3 What the workmanship warranty is intended to cover

The workmanship warranty is intended to cover qualifying issues arising directly from our installation workmanship, such as:

• defective installation execution within the agreed scope
• qualifying interior film peeling attributable to installation workmanship
• qualifying finishing defects attributable to our workmanship

Any remedy under warranty will be at our discretion and may include inspection, touch-up, repair, partial replacement, or other reasonable corrective action.

11. Warranty Exclusions

Unless otherwise agreed in writing, the workmanship warranty does not cover issues arising from or related to:

1. existing hollow, loose, cracked, chipped, or damaged tiles
2. original tiling defects or poor original workmanship
3. structural movement
4. waterproofing failure
5. substrate instability
6. pre-existing site defects
7. unsuitable or deteriorating surfaces
8. normal wear and tear
9. misuse, abuse, impact damage, or poor maintenance
10. chemical damage, abrasive cleaning, or improper care
11. moisture intrusion or leaks outside our control
12. unauthorised repairs, tampering, modification, or third-party interference
13. customer-selected decisions taken against our recommendation
14. natural aging, environmental exposure, or colour perception issues not caused by defective workmanship
15. visual limitations inherent in existing surfaces or profiles
16. minor haze, finishing marks, or texture differences reasonably associated with works on existing surfaces and not amounting to defective workmanship

12. Warranty Claim Procedure

To request a warranty review, the customer should contact us within the warranty period and provide:

• name and contact details
• project address
• date of work if known
• description of the issue
• photos or videos where possible

We may require a site inspection before determining whether the issue falls within warranty scope.

If we determine that the issue is covered, we will arrange a reasonable remedy at our discretion.

If we determine that the issue falls outside warranty scope, we may offer rectification at additional cost or decline further works.

13. No Guarantee of Identical or Perfect Outcomes

Because many of our services are carried out on existing surfaces, no promise is made that every site will achieve a flawless, factory-new, or identical result.

The final outcome depends on:

• existing site condition
• substrate integrity
• prior workmanship
• surface profile
• environmental conditions
• practical limitations of working on existing finishes

We aim for a professional and premium result within the limits of the actual surface and agreed scope, but no responsible finishing specialist can guarantee perfection on every existing base.

14. Photos, Videos, and Portfolio Use

Unless otherwise agreed in writing, we may photograph or record completed or in-progress works for internal records, quality control, training, or marketing and portfolio use, provided we use reasonable discretion.

If a customer requires confidentiality for a project, that request should be stated clearly in advance. For commercial projects, identifying branding or logos may be masked where appropriate.

15. Materials and Finish Availability

All materials, colours, brands, and finishes are subject to availability.

If a selected material becomes unavailable, delayed, discontinued, or impractical for the project, we may propose a reasonable substitute, revised lead time, or quotation update.

Brand references or product categories do not guarantee perpetual stock or exact finish availability.

16. Third-Party Products and Certifications

Where we refer to selected brands, certifications, or material attributes, such references are based on supplier or manufacturer information available to us at the relevant time.

Any performance, certification, sustainability, fire-rating, anti-bacterial, or low-VOC claim should be understood in the context of the specific product used and the supporting documentation available for that product. Such references do not convert the entire project into a blanket certification for every site or application.

17. Limitation of Liability

To the fullest extent permitted by law:

1. our liability is limited to the value of the affected service scope actually paid for, or the reasonable cost of rectification, whichever we determine is more appropriate in the circumstances
2. we are not liable for indirect, incidental, special, or consequential losses
3. we are not liable for losses arising from pre-existing defects, hidden site conditions, third-party workmanship, or customer-provided misinformation
4. we are not liable for business interruption, lost profits, reputational loss, or project delay caused by conditions outside our reasonable control

Nothing in these Terms is intended to exclude liability that cannot lawfully be excluded.

18. Right to Refuse or Stop Work

We reserve the right to refuse, suspend, postpone, or stop work where:

• the site is unsafe
• the surface is unsuitable
• access is denied
• the customer requests works outside agreed scope without variation approval
• the customer acts abusively or unreasonably
• site conditions materially differ from what was represented
• proceeding would likely produce an unreliable or misleading outcome

In such cases, we may revise the quotation, reschedule, or decline to continue.

19. Governing Law

These Terms are governed by the laws of Singapore.

Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Singapore, unless otherwise agreed in writing.

20. Contact Us

If you have questions about these Warranty / Service Terms, or if you wish to submit a warranty-related enquiry, please contact:

THEHAUTESURFACE
Email: hello@thehautesurface.com
Phone / WhatsApp: +65 88020606
Address: 122 Eunos Ave 7, Rich field Industrial #01-01, Singapore 409575