Re-Trip Charges & Scheduling Expectations

(Return Visits, Missed Items, Rework & Owner-Requested Changes)

To keep every project on schedule, our team plans manpower and site visits in advance. This page explains when re-trips apply, how scheduling works, and what owners should expect.

1) What Is a “Re-Trip”?

A re-trip refers to an additional site visit required because a scheduled work scope cannot be completed on the planned day due to reasons outside By Design’s control (not linked to our recommended supplier, contractors or our internal team).

Common reasons include:

  • Missing items / incomplete materials on site 
  • Wrong items delivered, or late deliveries
  • Access not available (unit not opened, building restrictions)
  • Another party’s works blocking our works
  • Owner changes/additions after confirmation
  • Rectification requested due to owner-appointed contractor works

2) Our Scheduling Policy (10-Day Planning Window)

  • Our schedule is planned at least 10 days in advance.
  • Work dates are arranged based on trade availability, site readiness, and sequencing.

This means: If something is missed today, it cannot be assumed that we can return “tomorrow”, as manpower is already committed to other projects.

Any delay caused by the reasons listed in this document is not considered a delay by By Design.

3) When Re-Trip Charges Apply

A re-trip charge applies when an additional visit is required due to:

  • Owner-supplied items arriving short / wrong / damaged / late
  • Missing accessories required to complete installation (brackets, connectors, fittings, etc.)
  • Site not ready on the scheduled date
  • Third-party/owner-appointed contractors causing rework or blocking works
  • Last-minute changes after work confirmation
  • Partial completion where a return visit is needed to finish remaining scope

4) Re-Trip Cost Estimate (Guideline)

Re-trip costs vary depending on manpower, duration, and site conditions. As a guideline:

  • Minor re-trip (small scope / shorter duration): $150 – $250
  • Medium re-trip (longer duration / more manpower): $250 – $450
  • Major re-trip (specialist work / rework / multiple trades): $450+

A minimum charge of $150 per trip applies.

5) Waiting Time (If Site Is Not Ready Upon Arrival)

If our team arrives on site but cannot proceed due to site conditions outside our control (e.g., blocked area, items not ready, no access, another contractor still working), this may result in:

  • chargeable waiting time, and/or
  • the visit being treated as a re-trip, if work cannot be completed.

6) Access Failure (Unit Locked / No Entry / Restrictions)

If we are unable to enter or work due to:

  • unit locked / no key / no one opens
  • incorrect access arrangements
  • building management restrictions not fulfilled by owner/contractor

the visit will be treated as a re-trip and the minimum charge will apply.

7) Partial Completion (Missing Items = Return Visit Chargeable)

If we can only complete part of the scope due to missing or incorrect items, any follow-up visit needed to complete the balance scope is chargeable as a re-trip.

Example: 70% of installation completed, remaining cannot proceed due to missing parts → return visit is chargeable.

8) Urgent Requests & Overtime (If We Can Squeeze In)

Where possible, we may help to squeeze in an earlier visit outside the planned schedule.

Please note:

  • This is subject to availability
  • It may require overtime / special arrangement
  • Any additional costs will be chargeable to the owner

9) Not Allowed: “Find Own People and Deduct From Our Works”

Sometimes owners propose:

“If you can’t come soon, I will find my own contractor to do it and deduct from your quotation.”

This is not allowed when:

  • The delay is not caused by By Design, and/or
  • The works are part of By Design’s contracted scope and sequencing.

Reason: It breaks accountability and warranty boundaries, increases quality disputes, and disrupts the agreed project flow.

If the owner wishes to bring in a third-party contractor, they may do so at their own cost, and may affect warranty coverage.

10) Damage vs Defects (Important)

Damage can happen when owners or third-party contractors move items/tools, such as:

  • hitting doors/door frames
  • scratching laminates and cabinet edges
  • chipping tiles
  • staining walls/ceilings

Please note:

  • Damage caused by owners or third parties is not considered renovation defects
  • If By Design is asked to rectify, it will be treated as a chargeable VO / re-trip, unless it is clearly within our workmanship scope

11) Material Matching (Owner-Sourced Replacement Materials)

If the owner chooses to self-source replacement items or materials (e.g., paint, vinyl, laminate, handles, fittings) for rectification:

  • We will proceed based on what is provided, where applicable.
  • Exact colour/shade/texture matching cannot be guaranteed, as batches and suppliers differ.
  • Any mismatch will not be treated as a workmanship defect.

12) How to Avoid Re-Trip Charges (Best Practice)

Owners can reduce re-trips by:

  • Ensuring all items are complete and on site before installation day
  • Ensuring access is ready (unit open, approvals in place)
  • Avoiding last-minute changes after confirmation
  • Scheduling owner-appointed contractors within approved windows and ensuring protection is done

 

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