TERMS & CONDITIONS
Air Conditional Installation Service
Scope of Service
This document outlines the Terms and Conditions ("Terms") applicable to the Air Conditional Installation Service (“Service”) provided by Xiaomi Technologies Malaysia Sdn Bhd. ("Xiaomi") and its third-party Service Provider ("Service Provider"). The Service is available to residents of Malaysia aged 18 years and above, being a consumer who has purchased a qualifying Xiaomi Air Conditional products ("Products") directly from mi.com/my, starting from 3 March 2025.
By opting for this Service, you agree to be bound by these Terms. This Service is available only in Malaysia, and these Terms may vary from time to time.
Service Provider
Once you have made an appointment for the Services, Xiaomi's authorized service provider shall carry out the Services which includes the delivery and installation of the Product at your requested location. All installations will be conducted in accordance with Xiaomi’s latest instructions in associated with the relevant Products.
Appointment Scheduling
3.1 Once your appointment for the Services has been confirmed, Xiaomi will notify the service provider to contact you to arrange for the installation of the Product via phone or text message.
3.2 The installation will be performed at the requested delivery location.
Service Times
4.1 The Service is available exclusively from Monday to Friday, from 9:00 am to 6:00 pm and Saturday from 9:00 am to 1pm (excluding public holidays). For installation service to be held in apartment or condominium, you are responsible to obtain the approval of the respective building management prior to the installation. Xiaomi or the service provider shall not be liable for any losses or penalty for failing to obtain the relevant approval.
4.2 An adult aged 18 or over must be present during the Service. If an adult aged 18 or over is not present during the Service, Xiaomi or the service provider have the right to refuse to provide the Service to you.
4.3 This Service is only applicable to the Products in Clause 1 of these Terms which are purchased through mi.com/my.
4.4 For Kuala Lumpur, Selangor, Johor and Penang, the standard installation service process are as follows:
Upon purchasing the Products, an appointment for the delivery of the Products and the Service shall be made with you. Please note that the delivery of the Products and the performance of the Service for Kuala Lumpur, Selangor, Johor and Penang shall be carried out on the same day. Once the Service has been performed by our Service Provider and you have checked and accepted the installation of the Products, the Service shall be considered as completed.
4.5 For other states which are not set out in Clause 4.4 above, the standard installation service process are as follows:
Upon purchasing the Products, the Products shall be first delivered to your designated address. Upon the delivery, kindly make an appointment with us at 1 800 18 0112 (Monday - Friday from 9 am - 6 pm) for the performance of the Service. Please note that the Service can only be carried out once the Product has been successfully delivered to your designated address. Once the Service has been performed by our Service Provider and you have checked and accepted the installation of the Products, the Service shall be considered as completed.
What does the Installation Includes and not Include and what needs to be prepared in advance
Air Conditioner Installation
5.1 Scope of services: -
• Unpack and verify condition of new air conditioner
• Air conditioner indoor unit installation
• Installation of outdoor unit of air conditioner
• Connection between the indoor and outdoor units of the air conditioner
• Air conditioner is connected to the power supply
• Guide and demonstration on basic product functions
5.2 Excluded standard services
• Concealment of piping • Repainting of concealed wall • Use PVC casing • Setting of the power point • Relocation/Dismantle of old Air Conditioner
5.3 Please note that this Service is typically completed in one visit. In cases where additional visits are required, the service provider will coordinate with you directly. Please also note that additional fees may apply for any subsequent visits.
Cancellation & Rescheduling
You may cancel or reschedule the Service no later than 48 hours prior to the scheduled appointment. Failure to do so may result in cancellation fees. You may reschedule or cancel the Service by contacting Xiaomi Customer Service at 1 800 18 0112 (Monday - Friday from 9 am - 6 pm) or via email at service.my@support.mi.com. If you decide that you only require delivery of the Product without any installation, you may refuse the installation service on site.
Unforeseen circumstances
If the Service cannot be performed due to unforeseen circumstances beyond the control of Xiaomi or the service provider, Xiaomi or the service provider may, at its sole discretion, decide to postpone or cancel the installation. Xiaomi or the service provider shall not be liable for any delay or failure to fulfill obligations caused by circumstances beyond their control.
Consumer’s Responsibilities
You are responsible for the following:
Ensuring that the installation site and environment meet all legal requirements and technical standards;
Clearing the area for service and ensuring adequate access; and
Providing a safe and appropriate working environment.
Liability Limitations
9.1 Xiaomi is not responsible for:
Any incorrect information;
Inadequate preparation of the installation site;
Missing or defective connections or accessories required for service;
Inaccessibility of the installation site or refusal of access;
Failure to agree on a new service appointment, if required; or
Xiaomi's liability is limited to the actual damage. Under no circumstances will Xiaomi be liable for loss of profit or consequential damages unless required by law.
9.2 You agree to indemnify and hold Xiaomi, their group of companies, their officers, directors, shareholders, predecessors, successors in title, employees, agents and representatives harmless from any claims, losses, damages, liability, claims or expenses (including any legal fees), suffered or incurred by Xiaomi (whether directly or indirectly) due to or in any way arising from this Services which are caused by you.
Feedback Collection & Customer Correspondence
Xiaomi may contact the consumer for feedback using the personal information provided. Records of such correspondence will be retained for service improvement purposes. To collect the feedback you have, after contacting our customer service, our agents will ask you whether you are willing to take a call to give us your opinion regarding our Services. Your feedback will be used for problem-solving and service improvement purposes. Please note, that this call will be carried out exclusively upon your acceptance. Otherwise, rest assured our agents will not contact you to collect your opinion.
Data Protection
11.1 Data Protection: Your personal data will be processed to facilitate this Service. Xiaomi will share your basic and contact personal information such as name, address or phone number with the Service Provider which will carry out the installation. Please note that the Service Provider will process your personal information on its own and will proceed with the installation using its own personnel. By providing the personal data, you indicates that you have read, understood and agreed to be bound by the Privacy Policy stated at https://www.mi.com/my/about/privacy/ , you agree that Xiaomi and/or its agent and/or its third-party service providers may contact you by telephone, email or such other method in connection with the Services.
11.2 Purpose of processing: You agree and provide your consent to Xiaomi to the use of any Personal Data as provided by you for the purpose of carrying out the Services to the extent that any personal data provided shall only be processed and be used by Xiaomi for lawful purpose directly related to the Services. Your personal information will be processed for the purposes of managing your appointment and to complete the Service as requested. It will be also processed to collect your feedback regarding the Service.
11.3 The collection and processing of your personal data will be carried out in accordance with the Personal Data Protection Act 2010 which is necessary for the legitimate interest of Xiaomi in the performance of the Services and solving any problem or improving the quality of the Services by knowing the opinions you have regarding the quality of the Services.
Filing a Complaint
If you are unsatisfied with the Service or wish to file a complaint, please contact Xiaomi Customer Service at 1 800 18 0112 (Monday - Friday from 9 am - 6 pm) or via email at service.my@support.mi.com. Complaints will be addressed following Xiaomi’s complaint resolution procedures and Xiaomi will make reasonable efforts to resolve the issue promptly.
Final Provisons
13.1 These Terms constitute the sole document governing the Service.
13.2 Xiaomi reserves the rights to modify and/or cancel any of the stated Terms at any time without notice. You are encouraged to check from time to time to view any amendments and/or changes made to the stated Terms.
13.3 The Terms of this Services shall be governed by the laws of Malaysia and the parties submit to the exclusive jurisdiction of the courts of Malaysia.