An SLA is a promise that costs the seller something when broken. Most HK furniture companies don't write one because the absence of one is the easiest way to never owe a customer anything. Below is ours. Each pledge has a self-enforcing remedy — you don't have to argue, you don't have to escalate. The credit applies at the next payment milestone or as a same-day refund where applicable.
| Pledge | Promise | If we miss it, you get |
|---|---|---|
| 1. WhatsApp first response | Within 15 minutes during business hours (Mon–Sat 10:00–19:00 HKT) | HKD 200 credit applied to your final 30% payment, no questions asked. Just send screenshot of timestamp. |
| 2. WhatsApp out-of-hours response | By 11:00 the next business day | HKD 200 credit on final payment |
| 3. Quote turnaround | Within 24 hours of completed flat survey | HKD 500 credit on contract value if signed; full deposit refund if you walk away because of the delay |
| 4. Install date confirmation | 7 days before the scheduled install date | HKD 1,000 credit on Stage 3 payment per missed day of confirmation |
| 5. Install date itself | Within the agreed install date window (typically a 5-day band) | 1% of contract value per week of delay, capped at 5%, credited to Stage 3 |
| 6. Hand-back checklist signoff | All 15 items demonstrated by you before final payment is requested | Stage 3 payment not due until every item passes. Failed item = we fix it before any further request for payment. |
| 7. Annual checkup booking (years 1–5) | Booked within 14 days of customer request | If we delay past 30 days from request, checkup performed free for that year regardless of whether we'd planned to charge (we don't, but it's principled) |
| 8. Warranty claim resolution | On-site visit within 5 working days of claim, full repair within 14 days for parts in stock | If we exceed 14 days for in-stock parts, HKD 100/day credit until repaired. Customer reimbursed for any temporary accommodation needed if bed is unusable. |
How to invoke the SLA
- Note the timestamp of when the deadline was missed (screenshot of WhatsApp / email / contract date).
- Send to our WhatsApp with subject line "SLA claim: pledge #X" or to hello@wallbedking.com.hk with subject "SLA claim".
- Confirmation reply within 1 working day acknowledging receipt.
- Credit applied to your next payment milestone within 5 working days, or refund issued if the milestone is past.
Exclusions (we name them)
A real SLA names the carve-outs. These do not trigger credits:
- Customer-caused delay. If you miss a confirmed install slot, reschedule the lift booking, or are unreachable for > 48 hours during the install window, we don't owe you a credit for the resulting delay.
- Force majeure. Typhoon T8+, flood, government-ordered shutdown, lockdown. We notify you within 24 hours and reschedule at no cost; SLA pledges 4 and 5 pause for the duration.
- Out-of-stock SBLM hardware due to international shipping disruption — applies to pledge 8 only. We will tell you the ETA in writing and offer an interim safe-storage solution.
- Renovation phase delays on bundled flat-renovation contracts where the main contractor (not us) is the schedule owner.
Why we publish this
An SLA is a downside commitment. It says: here is the consequence we accept if we don't deliver. Most HK custom-furniture sellers operate on "best efforts" — which is sales-speak for "no consequence". Publishing this list is how we put real money behind every promise we make. If we ever try to walk this back, the public version on this page is your evidence.
Hold us to it.
If a deadline ever slips, send the timestamp. We pay the credit, then we fix the process so it doesn't slip again.
💬 File an SLA claim