penang renovation

FAQ

Common questions

Split into two groups by who’s asking. If your question isn’t covered here, email penangrenovations.com@gmail.com — replies within 1–2 working days. The Trust page covers verification methods in more depth.

001 · Hiring

For homeowners

Is the directory free to use?
Yes. Browsing listings, reading cost guides, and messaging contractors via WhatsApp is free for homeowners. The directory is supported by claim and Featured-tier fees paid by contractors. We don't take a commission on jobs and we don't sell your data.
How do you verify contractors?
Every claimed listing displays an SSM business registration number we cross-reference against the SSM e-Info public lookup. CIDB-licensed contractors display their grade, verified against the CIDB lookup. Reviews are tied to verified bookings — never anonymous. The Trust page covers each method in detail.
Why are reviews labelled with verification methods?
Listing-spam directories are full of unverifiable reviews. We take the opposite approach — a public review on Penang Renovations is always tagged with how it was verified (WhatsApp confirmation, invoice upload, or manual contact). If you can't see a verification tag, the review isn't displayed publicly. We launched in May 2026 with no reviews yet; we're explicit about that on listing cards.
What's the difference between Featured, Verified, and Unclaimed listings?
Unclaimed listings are auto-imported from public sources — the contractor hasn't engaged with the directory yet. Verified listings have been claimed by their owners (RM 99 one-time) and have an SSM-checked profile. Featured listings (RM 99/month) appear at the top of category pages and carry a visible Featured badge. Every paid placement is badged — we don't hide ad slots.
Do you take a cut from contractors when I hire them?
No. Our revenue is the claim fee (RM 99 one-time) and Featured/Premium subscriptions paid by contractors. Once you're talking to a contractor, the deal is between you and them — we're not in the middle. This is deliberate; we built the directory as a discovery layer, not a managed marketplace.
How do I report a bad experience or inaccurate listing?
Email penangrenovations.com@gmail.com with the listing URL and what happened. We respond within 1-2 working days. Verified complaints can result in listing changes, warnings, or removal. Reports are taken seriously because the directory's defensibility is trust depth, not listing count.
What if the contractor stops responding after first contact?
We can't enforce contractor responsiveness — they're independent businesses, not employees. But we tag listings by recent-activity signal (when the contractor last updated their profile) so you can see who's actively engaged. Featured-tier contractors commit to a 24-hour response SLA; if they breach it, that's grounds for tier removal.
Do you cover renovation outside Penang?
Not in v1. We cover George Town, Bayan Lepas, Tanjung Bungah, Butterworth, and Bukit Mertajam — Penang state only. We'd rather be best in one place than thin across five. KL/Selangor / Johor / Kuching expansions are not on the 2026 roadmap.

002 · Listing

For contractors

How do I claim my listing?
Find your listing in the directory (search by your business name). Click 'Claim this listing' on the profile page, sign in with your business email, and complete the verification flow (provide your SSM number plus answer 1-2 verification questions about your past work). We respond to claim requests within 2-3 working days.
Is claiming a listing free?
The first claim is RM 99 one-time. This covers the manual verification work (SSM lookup, CIDB cross-check if applicable) and gives you edit access to your profile, the ability to reply to reviews, and basic analytics. After claiming, Featured (RM 99/month) and Premium (RM 299/month) tiers are optional add-ons.
What's the difference between Claim, Featured, and Premium tiers?
Claim (RM 99 one-time): edit access, profile customization, review responses. Featured (RM 99/month or RM 990/year): top-of-category placement, Featured badge, 5 photos, lead inquiry form, 24-hour response SLA. Premium (RM 299/month or RM 2,990/year): all Featured benefits plus service-area exclusivity (max 1-3 Premium contractors per suburb), lead-form priority, and click-to-WhatsApp tracking.
How long does verification take?
2-3 working days from claim submission. We manually cross-check SSM and CIDB (if applicable), and may contact you to confirm 1-2 details about your past projects. We don't approve claims by automation — the verification depth is the directory's defensibility.
What if I don't have an SSM number?
An active SSM registration is currently required for claim approval. If you operate as a sole-proprietor or partnership without SSM, you can register at SSM e-Lodgement for around RM 30/year (sole-prop). Once registered, return to claim. We don't accept claims without verifiable business registration — it's a non-negotiable trust signal.
Can I delete my listing if I want to leave?
Yes. Email penangrenovations.com@gmail.com from your registered business email and we'll delete your listing within 5 working days. Note that the underlying business name may still appear in the directory as 'Auto-imported / unclaimed' if it was originally pulled from public sources — but all your private data (contact methods, photos, reviews) is permanently deleted.
What happens to my data if I cancel a Featured subscription?
Your listing reverts to Verified (claimed but not featured) status. Profile content stays. The Featured badge and top-of-category placement is removed. Reviews and analytics history is preserved. You can re-subscribe anytime without re-verification.
How does Premium service-area exclusivity work?
Premium contractors get exclusivity in a specific suburb-trade combination — for example, 'kitchen renovation in Pulau Tikus' allows max 1 Premium contractor at a time. If a slot is already taken when you sign up, we waitlist you and notify when it opens. This is hard-capped to prevent the directory from selling indistinguishable Premium slots.