Terms & Conditions

1. Definitions

• "Service" — any watch repair, servicing, restoration, or assessment work carried out by Ratna Wira
• "Watch" — the timepiece(s) submitted to Ratna Wira for service
• "Intake" — the process of formally receiving a watch into our care, including written assessment
• "Programme" — the Long-Form Service Programme, being our extended restoration offering
• "Agreement" — the service agreement formed upon written or verbal confirmation of a service

2. Service Engagement

A service agreement is formed when both parties have confirmed the scope of work and associated cost in writing or verbally. No service work begins before this confirmation is given. Enquiries and intake assessments do not constitute a binding agreement.

You must be the legal owner of the watch, or have the explicit authorisation of the legal owner, before submitting a watch for service.

3. Intake and Assessment

All watches received for service are subject to a written intake assessment documenting observed condition and photography of the piece. This assessment is provided to you prior to agreement on service scope. The assessment may identify additional concerns not apparent before disassembly — in such cases, we will contact you before proceeding with any additional work.

4. Pricing and Payment

• Service prices are as stated on our website and confirmed in writing at intake
• Standard consumables (lubricants, gaskets, cleaning agents) are included in the quoted price
• Component replacement beyond standard scope requires your prior approval; no such charge is added without confirmation
• Prices are in Malaysian Ringgit (MYR)
• Payment is due upon collection of the watch unless otherwise agreed in writing
• Accepted payment methods will be confirmed at intake

5. Timelines

Timelines provided at intake are estimates based on current workshop capacity and the nature of the service. We do not commit to fixed completion dates. The Long-Form Programme runs typically twelve to eighteen weeks; mechanical services typically three to five weeks; pusher services two to three weeks. Where a significant delay arises, we will communicate this to you.

6. Care and Custody

While your watch is in our care, we store it securely within the workshop. No watch leaves our premises without authorisation from the registered owner. We take reasonable precautions against loss, theft, and accidental damage during service, and maintain appropriate insurance for items in our care.

In the unlikely event of accidental damage occurring during service, we will notify you immediately, discuss the situation openly, and agree on an appropriate resolution.

7. Component Replacement

Where worn or damaged components are identified that require renewal, we will:

1. Advise you of the component, the reason for renewal, and the additional cost
2. Wait for your approval before proceeding
3. Document the replacement in the written service record

We source components to the specification of the calibre concerned. For vintage and collector pieces under the Long-Form Programme, we seek period-correct parts where available and appropriate.

8. Limitation of Liability

Our liability in respect of any watch in our care is limited to the replacement cost of the watch at the time of service, or the cost of restoration to its pre-intake condition, whichever is the lesser. We are not liable for consequential or indirect losses. This limitation does not apply in cases of gross negligence.

We provide no assurance regarding the future performance of a watch following service beyond the work actually completed. Mechanical timepieces are subject to normal wear, and service does not constitute a performance assurance for any specified period.

9. Uncollected Watches

Where a watch remains uncollected for more than 90 days following notification of service completion, we reserve the right to charge reasonable storage costs. After 180 days of non-collection and non-communication, we reserve the right to dispose of the watch in accordance with Malaysian law and applicable consumer protection provisions.

10. Intellectual Property

Photographic records and documentation created by Ratna Wira during service remain the intellectual property of Ratna Wira. Copies are provided to clients as part of the service record. These materials may not be reproduced for commercial purposes without our written consent.

11. Complaints and Disputes

If you are dissatisfied with any aspect of our service, please contact us in the first instance at [email protected] or by telephone. We aim to acknowledge all complaints within two working days and resolve them within 14 working days wherever possible.

If a resolution cannot be reached directly, disputes shall be subject to the jurisdiction of the courts of Malaysia, under Malaysian law.

12. Governing Law

These Terms and Conditions are governed by the laws of Malaysia. The Consumer Protection Act 1999 and Personal Data Protection Act 2010 apply where relevant. Any dispute arising from these terms shall be subject to the exclusive jurisdiction of the Malaysian courts.

13. Changes to These Terms

We may revise these terms from time to time. The current version will always be available on this page with the effective date noted. Continued use of our services following any revision constitutes acceptance of the updated terms.

14. Contact