Terms & Conditions

2. Acceptance of these terms

By using this website or engaging us for any service, you agree to be bound by these terms. If you do not agree, do not use the website or engage our services.

You must be at least 18 years old and have the legal capacity to enter into a binding agreement. By engaging us, you confirm that you meet these requirements.

If you are engaging us on behalf of a business, you confirm that you have the authority to bind that business to these terms.

3. Services

We provide three services to small businesses in Malaysia:

• Workflow Walkthrough (RM 125): A half-day on-site observation and written workflow map. Delivered within three working days of the session.
• Customer Enquiry Assistant Setup (RM 480): Configuration of a reply assistant for WhatsApp Business and a website form, including a bilingual reply library and a written escalation rule. Delivered over two to three weeks.
• Care Retainer (RM 640/month): A monthly arrangement covering transcript review, wording adjustments, catalogue updates, a one-page written note, and a standing staff hour. Month-to-month, cancellable at any month end.

Services are available to businesses based in or operating in Malaysia. Remote delivery is possible for some elements; we will confirm this for each engagement.

4. Your responsibilities

For services to proceed, you agree to:

• Provide accurate and complete information about your business when we ask for it.
• Make relevant staff available for sessions and review rounds as agreed.
• Share business data (such as past message histories for the assistant setup) only if you have the right to share it — for example, that customers whose messages are included have been notified in line with applicable data protection laws.
• Not use our website or services for any unlawful purpose.
• Not attempt to disrupt, hack, or misuse the website or any system connected to it.

5. Intellectual property

The content on this website — text, layout, graphics — belongs to Titian Works. You may not copy or republish it without written permission.

Deliverables produced for your engagement — workflow maps, reply libraries, escalation rules, monthly notes — belong to you from the moment they are handed over. We retain no rights over the content of these documents once delivered.

We may refer to our work with your business in general terms (e.g. "a catering business in Puchong") without identifying your business by name, unless you ask us not to.

6. Payment

All prices are in Malaysian Ringgit (MYR) inclusive of applicable taxes.

• Workflow Walkthrough: Full payment due before the session date.
• Customer Enquiry Assistant Setup: 50% due before work begins; 50% due on delivery of the completed assistant and escalation rule.
• Care Retainer: Monthly invoice sent at the start of each month, due within 14 days. First month is due before the first review begins.

We accept bank transfer (Maybank, CIMB, and Public Bank) and FPX online banking. Payment details provided at point of booking.

6.1 Cancellations and refunds

• Walkthrough: Cancel with at least 48 hours notice for a full refund. Within 48 hours, 50% refund. No refund for no-shows.
• Assistant setup: If cancelled before work begins, full refund of deposit. Once work begins, the deposit is non-refundable. The second payment is not due if you cancel before delivery.
• Care Retainer: Cancel at any month end. No partial-month refunds. Configuration handed over in full on the last day of the final month.

7. Service delivery terms

7.1 Scope changes

If you request additional work that falls outside the agreed scope, we will quote for it separately before proceeding. We do not add charges without your prior written agreement.

7.2 Timeline

Timelines stated on this website are typical estimates. Delays caused by your team — such as late response to review rounds or delays in providing historical messages — extend the timeline proportionally. We will communicate delays promptly.

7.3 Confidentiality

All business information you share with us — pricing, customer data, staff processes — is treated as confidential. We will not disclose it to any third party except as required by law, and we will notify you promptly if we receive a legal request to disclose your information.

8. Disclaimers

We provide our services in good faith based on the information available to us. We do not warrant that the Workflow Walkthrough will identify every opportunity for improvement, or that the assistant setup will handle every customer enquiry without error.

The services do not constitute legal, financial, or regulatory advice. If you need advice in those areas, please consult a qualified professional.

The website is provided as-is. We do not warrant that it will be available at all times or that it will be free of errors.

9. Limitation of liability

To the maximum extent permitted by Malaysian law, our total liability to you for any claim arising from or connected to these terms or any service is limited to the amount you paid us for the specific service to which the claim relates.

We are not liable for indirect or consequential loss, including loss of revenue, loss of data, or loss of business opportunity, whether foreseeable or not, arising from your use of our services or this website.

10. Indemnification

You agree to indemnify and hold harmless Titian Works and its staff from any claim, loss, or expense (including reasonable legal fees) arising from your breach of these terms, your misuse of our services, or any data you shared with us that you did not have the right to share.

11. Termination

Either party may end an engagement by written notice. In the event of termination:

• You owe payment for all work completed up to the termination date.
• We will hand over all deliverables completed to date and any configuration built so far.
• Sections of these terms that by their nature should survive termination (including confidentiality, IP ownership, and limitation of liability) remain in effect.

12. Dispute resolution and governing law

These terms are governed by the laws of Malaysia. Any dispute will first be addressed through direct communication — write to [email protected] and we will respond within five working days.

If we cannot resolve a dispute informally within 30 days, either party may refer it to mediation under the Mediation Act 2012 (Malaysia) before commencing court proceedings. Any court proceedings will be conducted in the courts of Kuala Lumpur, Malaysia.

13. General

• Entire agreement: These terms, together with any written engagement confirmation, constitute the entire agreement between the parties on the subject matter.
• Severability: If any provision of these terms is found unenforceable, the rest remain in force.
• Waiver: Our failure to enforce any right does not constitute a waiver of that right.
• Assignment: You may not assign your rights under these terms without our written consent. We may assign ours without notice, provided the assignment does not reduce your rights.
• Notices: Formal notices may be sent to [email protected] or to our registered address.

14. Changes to these terms

We may update these terms from time to time. We will update the "Last updated" date at the top of this page when we do. Continued use of the website or services after an update constitutes acceptance of the revised terms. For active engagements, we will notify you directly of any material change before it takes effect.

15. Contact

For legal and contractual enquiries: Titian Works, 27-2 Jalan Sultan Ismail, 50250 Kuala Lumpur, Malaysia.