TERMS & CONDITIONS
Washing Machine Installation Service
Scope of Service
1.1 General
This document outlines the Terms and Conditions ("Terms") applicable to the Washing Machine Installation Service (“Service”) provided by Xiaomi Technologies Malaysia Sdn Bhd ("Xiaomi") and its authorized service provider ("Service Provider").
The service is available to all residents of Malaysia aged 18 years and above, being a consumer who has purchased a qualifying Xiaomi washer machine product ("Products") directly from mi.com/my, commencing on 7 August 2025.
By opting for this Service, the customer agrees to be bound by these Terms set forth and any others stated herein. The Service is an additional, optional service available only in Malaysia, which may vary from time to time.
Xiaomi reserves the right to make significant modifications to the Terms and relevant Supplementary Documents as needed for operational or compliance purposes. We may change, modify, add, or remove these Terms at any time without any prior written notice to the customer. It is the customer's responsibility to review these Terms periodically for updates or changes.
1.2 Products for Service
Item | Goods ID | Product Name |
66969 | Mijia Front Load Washer Dryer 10.5kg MY |
Service Provider
Once the customer has made an appointment for the Services, the Service Provider shall carry out the Services at the customer's requested location. All Services will be conducted under Xiaomi’s latest instructions associated with the relevant Products.
Appointment Scheduling
3.1 Once the customer's appointment has been confirmed, Xiaomi will notify the Service Provider, who will then contact the customer via phone or text message to arrange the installation of the customer's Product.
3.2 The Service will only be performed at the requested delivery location of the Product.
Service Times
4.1 The Service is available exclusively from Monday to Friday, from 9:00 am to 6:00 pm (excluding public holidays). For the Service to be held in an apartment or condominium, the customer is responsible for obtaining the approval of the respective building management. Xiaomi or the Service Provider shall not be liable for any losses or penalties in the event the customer has failed 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 has the right to refuse to provide the Service to the customer.
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 The standard service process is as follows:
Consumers purchase Xiaomi products → Service personnel will contact consumers to make an appointment for on-site installation service → On-site service installation service is completed → Consumers check the installation results → Service shall be considered completed
What the Standard Service Includes and Not Include
5.1 The scope of the Service includes:
Installing the Base Plate
Removing the Transit Bolts
Adjusting the Leveling Feet
Connecting the Water Inlet Hose with the existing water outlet
Connecting the Drain Hose with the existing floor drain
Testing the machine
The scope of the Service excluded:
Dismantle and dispose of the old machine
Plumbing work
Perforation for the wall
Construction of cable grommets on furniture
Other connections or connections to external terminal devices
Attachment to single-shell plasterboard walls
Installation on tiled / reinforced-concrete walls
The Service is typically completed in one visit. In cases where additional visits are required, Xiaomi will coordinate with the customer, and additional fees may apply for any subsequent visits.
5.2 List of Additional Charges (excluding tax)
Disposal and dismantling of old unit: RM 120
Connector: RM 26
Inlet Hose (1.5m): RM 20
Inlet Hose (3.0m): RM 30
Inlet Hose (5.0m): RM 45
Drain Pipe (1.5m): RM 20
Drain Pipe (2.0m): RM 25
6. Cancellation & Rescheduling
The customer 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. The customer may reschedule or cancel the Service by contacting Xiaomi Customer Service at 1 800 18 0112 (Monday - Friday from 9:00 am - 6:00 pm) or via email at service.my@support.mi.com. If the customer decides that the customer only requires delivery of the Product without any service, the customer may refuse the service on-site.
7. 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.
8. Customer’s Responsibilities
The customer is 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;
Providing a safe and appropriate working environment;
9. Liability Limitations
9.1 Xiaomi is not responsible for subsequent product failures or related losses caused by service by non-Xiaomi authorized engineers or user-provided accessories;
When the following scenarios are involved, if the service cannot be completed as agreed, Xiaomi will not be responsible:
Insufficient preparation of the service site
Missing or defective connections or accessories required for the Service
Customer refuses to allow access or meet necessary conditions for the Services
Failure to agree on new Service appointments when required
Prevent the Service Provider from reaching the designated location (for example, a malfunctioning doorbell or intercom)
Xiaomi's liability is limited to actual direct damages and in no event shall Xiaomi be liable for any loss of profits or consequential damages, unless otherwise provided by law
If the installation cannot be carried out due to bad weather or other unforeseen circumstances, Xiaomi or the Service Provider will notify you in advance and reschedule, and the Service Provider will not be responsible for delays or failure to perform obligations caused by circumstances beyond its control
9.2 the customer 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 the customer.
10. Feedback Collection & Customer Correspondence
Xiaomi may contact the Customer for feedback using the personal information provided. Records of such correspondence will be retained for service improvement purposes. In order to collect the feedback the customer has, after contacting our Customer Service, our agents will ask the customer whether the customer is willing to take a call to give us the customer's opinion regarding our Services. The customer's feedback will be used for problem-solving and service improvement purposes. Please note, this call will be carried out exclusively upon the customer's acceptance. Otherwise, rest assured our agents will not contact the customer to collect the customer's opinion.
11. Data Protection
11.1 Data Protection: The customer's personal data will be processed to facilitate this Service. Xiaomi will share the customer's basic and contact personal information, such as name, address or phone number with the Service Provider which will carry out the service. Please note that the Service Provider will process the customer's personal information on its own and will proceed with the installation using its own personnel. By providing the personal data, the customer indicates that the customer has read, understood and agreed to be bound by the Privacy Policy stated at https://www.mi.com/my/about/privacy/, the customer agrees that Xiaomi and/or its agent and/or its third-party service providers may contact the customer by telephone, email, or such other method in connection with the Services.
11.2 Purpose of processing: The customer agrees and provides the customer's consent to Xiaomi to use any Personal Data as provided by the customer to carry out the Services to the extent that any personal data provided shall only be processed and used by Xiaomi for lawful purposes directly related to the Services. The customer's personal information will be processed to manage the customer's appointment and to complete the Service as requested. It will also be processed to collect the customer's feedback regarding the Service.
11.3 The collection and processing of the customer's personal data will be carried out in accordance with the laws 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 the customer has regarding the quality of the Services.
12. Filing a Complaint
If the customer is unsatisfied with the Service or wishes to file a complaint, please contact Xiaomi Customer Service at 1 800 18 0112 (Monday - Friday from 9:00 am - 6:00 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.
13. Final Provisions
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 Service shall be governed by the laws of Malaysia and the parties submit to the exclusive jurisdiction of the courts of Malaysia.