Terms & Conditions

1.1 Customers are responsible for reading and understanding all relevant information before placing an order, including product details, pricing, product guidelines, payment instructions, collection/delivery information, and applicable policies.

1.2 Information provided on the Mochi Studio website, WhatsApp catalogue, order forms, product guidelines, payment instructions, collection instructions, and order-related messages may form part of the applicable Terms & Conditions for an order.

1.3 Customers are responsible for providing accurate information and following the applicable instructions and requirements.

1.4 Customers should ask for clarification before making payment or confirming an order if anything is unclear.

1.5 Mochi Studio is a one-person, home-based business. Response and processing times may vary depending on workload, circumstances, and operational availability.

1.6 Mochi Studio reserves the right to refuse or discontinue service where there is repeated failure to follow requirements, abusive or harassing behaviour, or other unreasonable conduct.

2.1 Customers are responsible for checking their order details before payment or confirmation, including the product, quantity, price, photos, collection/delivery method, and other relevant information.

2.2 Once an order has been confirmed or payment has been made, changes may not always be possible.

2.3 Orders will generally be processed according to the details confirmed by the customer.

2.4 Changes, special requests, or additional arrangements are only considered confirmed when explicitly agreed by Mochi Studio.

2.5 Orders that remain unpaid after the stated deadline may be cancelled without further notice. Where an 11:00 PM deadline is given, unpaid orders may be automatically cancelled after 11:00 PM.

3.1 Full payment is required before production or preparation unless a partial-payment arrangement has been accepted by Mochi Studio.

3.2 Partial Payment (Pembayaran Pendahuluan) may be available for purchases of BND10 and above, where offered.

3.3 Partial Payment is deducted from the total order amount and is not an additional charge.

3.4 The remaining balance must be paid within two weeks after the customer is notified that the order is ready.

3.5 Orders with an outstanding balance will not be released until full payment has been received.

3.6 Customers are responsible for ensuring that the correct payment amount is made.

3.7 Partial-payment terms may be changed or withdrawn for future orders.

4.1 Customers making cash payment at Mengkubau must follow the cash-payment instructions provided by Mochi Studio.

4.2 Exact cash is required. No change will be provided.

4.3 Cash must be placed in an envelope labelled with the customer’s name and phone number.

4.4 The envelope must be placed inside the designated dark green mailbox next to the door.

4.5 Customers must take a photo of the payment envelope before placing it inside the mailbox.

4.6 Where instructed, customers should upload the payment photo through the website and notify Mochi Studio after payment.

4.7 Customers do not need to wait for a reply unless specifically instructed otherwise.

4.8 Mochi Studio is not responsible for cash that is lost, misplaced, or stolen due to failure to follow the stated payment procedure.

4.9 Payment enquiries should be made through WhatsApp. Customers should not call or ring the doorbell for payment-related matters unless specifically instructed.

5.1 Customers are responsible for reading and following the photo requirements for their selected product.

5.2 Customers must submit the required number, orientation, ratio, order, and format of photos.

5.3 Customers should crop or rotate photos where necessary before submission.

5.4 Photos are generally printed as received, with only minor adjustments made where reasonably necessary for production.

5.5 Photos submitted in an unsuitable aspect ratio may be cropped, which may result in parts of the image being cut off.

5.6 Photos will not be intentionally stretched or distorted to fit a product.

5.7 Insufficient photos may require additional submissions and may delay the order. Excess photos may be removed or omitted according to the product requirements.

5.8 Mochi Studio is not responsible for poor results caused by the original photo, including blurry, pixelated, dark, distorted, or low-resolution images.

5.9 Customers should avoid sending disappearing, one-time-view, or otherwise inaccessible photos.

5.10 Photos may generally be replaced within 48 hours of submission, subject to the order status and whether production has begun.

5.11 Customers should confirm whether photos have already been printed before replacing or deleting them.

5.12 When replacing photos through WhatsApp, customers should use the “Delete for Everyone” function where applicable.

5.13 Customers are advised to retain their original photos until their order has been successfully collected or received.

5.14 Upon successful completion and collection or delivery of the order, Mochi Studio will delete customer photos from its devices and storage.

5.15 Customers are responsible for deleting submitted photos from their WhatsApp chats and removing Mochi Studio’s access to photos shared through third-party platforms, such as Google Drive, where applicable.

6.1 Mochi Studio respects the privacy of customer photos and personal information.

6.2 Customer photos and information will only be used as reasonably necessary to process, design, produce, check, and fulfil the relevant order, unless permission has been given for another use.

6.3 Photos and order information may be temporarily stored on devices, messaging platforms, cloud storage, file-sharing services, or other systems reasonably required to process an order.

6.4 Access will generally be limited to Mochi Studio and the services, platforms, or systems reasonably required to process the order.

6.5 Customer photos will not be sold, distributed, or intentionally shared with unrelated third parties.

6.6 Customer photos will not intentionally be used for advertising, social media, promotional, or portfolio purposes without permission.

6.7 When photographing a finished product, Mochi Studio will make reasonable efforts to avoid intentionally capturing or displaying the original digital photos unless permission has been given.

6.8 Customers who do not wish their finished product to be photographed or featured should inform Mochi Studio before or at the time of placing their order.

6.9 Customers are responsible for ensuring that they have the necessary rights or permission to submit photos, artwork, or other materials.

6.10 Customers are encouraged not to submit highly sensitive, confidential, or unnecessary personal information.

6.11 In the event of unauthorised access, a compromised account or device, data breach, or other security incident affecting customer photos or order information, Mochi Studio will take reasonable steps to secure affected systems and limit further access where reasonably possible.

6.12 Where appropriate and reasonably possible, affected customers may be notified of a relevant security incident.

6.13 Mochi Studio cannot guarantee complete protection against security incidents, particularly those involving third-party platforms, services, devices, or systems outside its reasonable control.

6.14 Once an order has been successfully printed, received, and confirmed to have no issues, customers are encouraged to delete their uploaded photo folder or photos from any shared storage or file-sharing service used for the order.

6.15 Customers are responsible for deleting their own uploaded photos or folders and removing any access or sharing permissions granted to Mochi Studio after completion, where applicable.

6.16 Mochi Studio may retain order information or copies where reasonably necessary for record-keeping, customer service, dispute resolution, legal obligations, or legitimate business purposes.

6.17 No electronic storage, transmission, messaging, or file-sharing method can be guaranteed to be completely secure.

7.1 Products with small photo areas, including Album Keychains, Mini Album Keychains, Spotify Keychains, Photo Keychains, and similar products, may not be suitable for group photos or collages.

7.2 Customers who submit group photos or collages for products with small photo areas acknowledge that subjects may appear small or unclear.

7.3 Framed Polaroids must contain photos that are either ALL PORTRAIT or ALL LANDSCAPE.

7.4 Where mixed orientations are submitted, photos may be arranged according to the product requirements, including being arranged in portrait orientation only.

7.5 Photos may be rotated where necessary to fit the selected product.

7.6 Issues caused by unsuitable photos or failure to follow stated product requirements generally do not qualify for a refund or reprint.

8.1 Previews are visual references and may not represent the exact final physical product.

8.2 Previews may show photo placement, estimated cropping, wall colour, flooring, and other visual elements where applicable.

8.3 The final product may differ slightly from the preview due to printing, materials, individual assembly, and handmade production.

8.4 Customers are entitled to two FREE amendment rounds unless otherwise stated.

8.5 Each new preview or revision round requested by the customer counts as one amendment round.

8.6 Additional amendment rounds after the two free rounds are charged at BND0.50 per round.

8.7 Photo rearrangement or position swaps are charged at BND1.

8.8 Changing the initially selected template is charged at BND1.

8.9 The BND1 charges above are separate from the two free amendment rounds.

8.10 Once production has started, further changes may not be possible.

8.11 Customers are responsible for checking and approving their preview before production.

9.1 Customers must follow the collection or delivery instructions provided for their selected method.

9.2 Customers should check their order name or order number before leaving a collection location.

9.3 If an issue is noticed at collection, customers should leave the item there where reasonably possible and contact Mochi Studio immediately.

9.4 If the wrong item has been collected, it should be returned as soon as reasonably possible.

9.5 Customers should inspect their order immediately upon receiving or collecting it.

9.6 Any issue should be reported within 24 hours.

9.7 Home collection is generally available daily from 10:00 AM to 10:00 PM unless otherwise stated. These hours are separate from WhatsApp operating hours.

9.8 Customers collecting outside WhatsApp operating hours may not receive an immediate response and should avoid repeated calls or spam messages.

9.9 Customers collecting from the home collection point should avoid parking at House 287 unless necessary or there is no other suitable parking option.

9.10 Meetpoint collection is subject to the operating hours and procedures of the selected location.

9.11 Any late collection fees imposed by a third-party location are the customer’s responsibility.

9.12 Orders dropped off at D’Cubic Centre should generally be collected within three days of drop-off.

9.13 Orders collected from other collection points should generally be collected within one month to maintain applicable warranty coverage.

9.14 Free delivery is only available when the stated minimum spending requirement is met. Separate purchases may not be combined solely to qualify unless otherwise stated.

9.15 Delivery charges are generally non-refundable once delivery has been arranged.

9.16 Customers are responsible for providing accurate delivery information, including address and contact details.

10.1 Next Day Service (Servis Siap Esok) is subject to availability and approval by Mochi Studio.

10.2 Required photos and information must generally be submitted on the same day as payment unless otherwise agreed.

10.3 Late payment, photo submission, approval, incorrect information, or failure to follow instructions may affect completion time.

10.4 Mochi Studio is not responsible for customer-caused delays.

10.5 If an urgent order exceeds the agreed collection date solely due to Mochi Studio, the urgent-service charge may be refunded upon request.

10.6 The urgent-service charge will generally not be refunded where the delay was caused by the customer.

11.1 Estimated processing or collection dates may change due to unforeseen delays, workload, supplier issues, equipment issues, or other reasonable circumstances.

11.2 Mochi Studio will provide prior notice where reasonably possible.

11.3 A change in an estimated collection date does not automatically entitle the customer to a refund.

11.4 Customers experiencing a significant issue should contact Mochi Studio so that an appropriate solution can be considered.

12.1. Payments are generally NON-REFUNDABLE once an order has been confirmed.

12.2. A refund is not automatically provided simply because a customer changes their mind, no longer requires the item, selects the wrong item, or wishes to cancel an order.

12.3. Where an issue arises, Mochi Studio will assess the circumstances and provide an appropriate resolution where applicable, subject to the relevant provisions of these Terms & Conditions.

12.4. Where appropriate, a non-refundable amount may, at Mochi Studio’s discretion, be converted into store credit.

13.1 Printing issues and product defects should be reported within 24 hours of receiving or collecting the order.

13.2 Customers may be asked to provide photographs, videos, or other information to help assess a reported issue.

13.3 Reprints, replacements, repairs, exchanges, store credit, partial refunds, or other appropriate remedies may be provided where a genuine issue caused by Mochi Studio is confirmed.

13.4 Minor imperfections generally do not qualify for a reprint or replacement, including minor cutting variations, cropping differences, rotation differences, alignment variations, and handmade imperfections.

13.5 Issues caused by customer-submitted photos, failure to follow product guidelines, misuse, improper handling, normal wear and tear, or customer-caused damage generally do not qualify for warranty coverage.

13.6 Orders collected after one month may no longer be eligible for warranty or reprints for issues discovered after collection.

13.7 Full refunds are generally not provided where another reasonable remedy is available.

13.8 The resolution offered will depend on the nature and severity of the issue.

14.1 Prints may be individually cut by hand, and some products are handmade or hand-assembled.

14.2 Slight variations may occur in cutting, alignment, spacing, sizing, assembly, and overall appearance.

14.3 Minor variations are part of the handmade nature of the products and do not automatically constitute a defect.

14.4 If a specific paper, material, packaging, or component becomes unavailable, Mochi Studio may use a suitable alternative where reasonably necessary.

14.5 Where reasonably possible, customers will be informed if a substitute is expected to materially affect the final product.

15.1 Custom orders may require additional discussions, designs, previews, and preparation.

15.2 Once a custom order has been confirmed and preparation has commenced, cancellation may no longer be accepted.

15.3 Additional requests outside the original agreed scope may incur additional charges.

15.4 Customers are responsible for checking and approving the relevant details before production begins.

16.1 Customers are expected to communicate respectfully and appropriately.

16.2 Abuse, threats, harassment, intimidation, excessive hostility, or other inappropriate behaviour will not be tolerated.

16.3 Mochi Studio may refuse future orders or restrict service where necessary due to repeated guideline violations, abusive behaviour, or unreasonable conduct.

16.4 Such restrictions may be implemented to protect the safety, wellbeing, and working environment of the business owner.

17.1 Mochi Studio may photograph finished products for its website, social media, catalogue, portfolio, samples, or promotional materials.

17.2 Customers who do not want their finished product to be photographed or featured should inform Mochi Studio before or at the time of placing their order.

17.3 Promotional photographs will generally focus on the finished product.

17.4 Mochi Studio will not intentionally publish private payment information or unrelated personal contact information.

18.1 Mochi Studio reserves the right to update or amend these Terms & Conditions and product guidelines.

18.2 Unless otherwise stated, the Terms & Conditions applicable to an order will generally be those in effect when the order is placed or confirmed.

18.3 Operational information, including collection procedures, delivery information, product availability, and processing times, may be updated separately.

18.4 Customers are responsible for checking the latest applicable information before placing an order.

19.1 Mochi Studio will take reasonable care in providing its products and services and handling customer orders and submitted materials.

19.2 Where an issue is caused by Mochi Studio, the remedy will generally be an appropriate correction, reprint, replacement, repair, store credit, partial refund, or other reasonable solution, depending on the circumstances.

19.3 To the extent permitted by applicable law, Mochi Studio is not responsible for losses, delays, damage, or issues caused by circumstances outside its reasonable control, including third-party service providers, delivery providers, messaging platforms, cloud storage, internet or technical failures, equipment failures, supplier issues, or customer actions.

19.4 To the extent permitted by applicable law, liability relating to an affected order will generally not exceed the amount actually paid for that affected order.

19.5 Nothing in these Terms & Conditions is intended to exclude, restrict, or remove any liability, consumer right, or legal protection that cannot lawfully be excluded or restricted.

19.6 Mochi Studio will consider the circumstances of each genuine issue and may provide a reasonable remedy where appropriate.

20.1 These Terms & Conditions are governed by and interpreted in accordance with the laws of Brunei Darussalam.

20.2 Any dispute will be handled in accordance with the applicable laws and dispute-resolution procedures of Brunei Darussalam.

21.1 If any provision of these Terms & Conditions is found to be invalid, unlawful, or unenforceable, that provision will apply only to the extent permitted by law where possible.

21.2 The remaining provisions will continue to apply to the extent permitted by law.

22.1 These Terms & Conditions, relevant product guidelines, confirmed order details, payment information, and order-related confirmations form the basis of the agreement between Mochi Studio and the customer.

22.2 Separately agreed or confirmed terms for a specific order will apply where they are clearly intended to vary or supplement the general information in these Terms & Conditions.

22.3 By placing an order, making payment, submitting photos, approving a preview, or confirming an order, the customer acknowledges that they have read, understood, and agreed to the applicable Terms & Conditions.

22.4 Customers are encouraged to retain their order confirmation and relevant communications until the order has been completed and the applicable claim period has ended.

22.5 Mochi Studio may retain order records, including order details, payment records, messages, previews, approvals, and other communications, where reasonably necessary for record-keeping, customer service, dispute resolution, legal obligations, or legitimate business purposes.