Terms & Conditions

1. Definitions

Throughout these terms, the following words carry the meanings assigned here:

• "Agreement" means these Terms & Conditions together with any service proposal or engagement letter accepted by both parties.
• "We", "Us", "Our" refers to Quillstone, a business process documentation and advisory consultancy operating from Kuala Lumpur, Malaysia.
• "You", "User", "Client" refers to any individual or organisation accessing this website or engaging our services.
• "Services" means the business process documentation, SOP development, and advisory services described on this website and in any engagement proposal.
• "Content" refers to all text, documents, templates, methodologies, and materials we produce or provide in connection with the Services.
• "Deliverables" means the specific documents, process maps, procedure guides, or libraries produced as an agreed output of a service engagement.

2. Acceptance of Terms

By using this website or engaging our services, you confirm that:

• You are at least 18 years of age or are acting on behalf of a duly incorporated organisation with authority to enter agreements.
• You have the legal capacity to enter into a binding agreement under Malaysian law.
• You have read and understood these terms and accept them in full.

If you do not agree with any part of these terms, please refrain from using this website or engaging our services.

3. Service Description

Quillstone provides business process documentation and standard operating procedure (SOP) consulting services to organisations in Malaysia and, where agreed, internationally. Our current service offerings are:

• Single Process Documentation — a focused engagement to observe, discuss, and document one business procedure over one to two weeks.
• Process Library Build — a four to six week engagement to document a connected set of processes into an organised, usable library.
• Documentation Advisory Retainer — an ongoing arrangement over three to six months to maintain, review and improve internal documentation over time.

The precise scope, timeline, and deliverables for each engagement are agreed in writing prior to commencement. We reserve the right to update or modify service offerings from time to time, subject to reasonable notice.

4. User Responsibilities

As a user of our website or a client engaging our services, you agree to:

• Provide accurate and complete information when making enquiries or entering into an engagement.
• Make relevant team members available for observation and discussion sessions within agreed timelines.
• Review and provide feedback on draft deliverables within the agreed review window.
• Not use this website or any materials we produce for unlawful, fraudulent, or misleading purposes.
• Not attempt to reverse-engineer, scrape, or reproduce any part of this website or our proprietary methodologies without written consent.
• Pay agreed fees on time in accordance with the payment schedule set out in your engagement proposal.

5. Intellectual Property

All intellectual property rights in this website, including its design, structure, and text, remain the property of Quillstone. Regarding deliverables produced under a service engagement:

• Deliverables ownership — upon full payment, you receive a non-exclusive licence to use and adapt the deliverables for your internal business operations.
• Methodology — our documentation methodology, templates structure, and frameworks remain the property of Quillstone and may not be resold or sublicensed.
• Client content — any information, data, or process knowledge you share with us to facilitate the engagement remains yours at all times.
• Restriction on resale — you may not resell, publish, or distribute deliverables as advisory or consulting products of your own without prior written agreement.

6. Payment Terms

All fees are quoted and payable in Malaysian Ringgit (RM). The following payment conditions apply:

• Deposit — a deposit of 50% of the total engagement fee is due before work commences, unless otherwise agreed in writing.
• Final payment — the remaining balance is due upon delivery of final deliverables, or at agreed intervals for retainer arrangements.
• Accepted methods — bank transfer, online banking, or other methods confirmed in writing at the time of engagement.
• Late payment — outstanding invoices not settled within 14 days of the due date may result in suspension of work until amounts are cleared.
• Scope changes — requests to expand the scope after commencement will be quoted separately and require written agreement before implementation.
• Refunds — deposits are non-refundable once substantive work has begun. For retainer arrangements, fees paid for a completed month are not refundable.

7. Service-Specific Terms

The following conditions apply specifically to the delivery of our consulting services:

• Scope agreement — the scope of each engagement is agreed in writing before commencement. Work outside the agreed scope requires a separate written agreement.
• Timeline — estimated timelines are provided in good faith. Delays caused by limited client access, incomplete information, or extended review periods may extend delivery dates accordingly.
• Review rounds — each engagement includes one or two structured rounds of review as stated in the proposal. Additional revisions beyond this may be chargeable.
• Client cooperation — our work depends on your team's participation. We cannot be held responsible for delays or reduced quality arising from insufficient access to relevant personnel or process knowledge.
• Format — deliverables are provided in agreed formats (typically Word or PDF). Requests for additional formats may incur additional time.

8. Confidentiality

Both parties agree to maintain reasonable confidentiality regarding the other's non-public information shared during an engagement:

• We will not disclose your internal process details, business data, or organisational information to third parties without your consent.
• You will not share our proprietary methodology documents or template frameworks with third parties for commercial use.
• These obligations survive termination of the engagement for a period of two years.
• We may reference the type of work completed (e.g. "process library for a logistics firm") in general marketing without identifying your organisation unless you have given explicit consent for name attribution.

9. Disclaimers

The following qualifications apply to the use of our website and services:

• This website and its content are provided for general information purposes. They are not a substitute for professional legal, financial, or regulatory advice.
• Our services assist with the documentation and organisation of internal business processes. We do not offer legal compliance auditing, regulated advisory services, or certifications of any kind.
• While we take care to produce clear and usable documentation, we make no representation that any deliverable will produce a specific operational or commercial outcome.
• Website content is provided without warranty as to accuracy, completeness, or fitness for a particular purpose.

10. Limitation of Liability

To the extent permitted by Malaysian law:

• Our total liability under any engagement shall not exceed the total fees paid by you for that specific engagement.
• We are not liable for indirect, consequential, or incidental losses including lost profits, lost data, or business interruption, even if we were advised of the possibility of such losses.
• We are not responsible for outcomes arising from your organisation's decisions made on the basis of documentation we have produced.
• Events beyond reasonable control (including natural disasters, governmental action, or communication failures) relieve us of obligations for the affected period.

11. Indemnification

You agree to indemnify and hold Quillstone harmless from any claims, losses, costs, or liabilities (including reasonable legal fees) arising from: your misuse of our website or services; your breach of these terms; or any inaccurate, incomplete, or misleading information you provide to us in the course of an engagement. This indemnification obligation applies to the extent permitted by applicable Malaysian law.

12. Termination

Either party may end an active engagement by providing written notice under the following conditions:

• By you — you may withdraw from an engagement with 14 days' written notice. Fees for work completed to the date of notice are payable in full.
• By us — we may suspend or end an engagement if payment obligations are not met within an agreed timeframe, or if circumstances arise that make it impractical to continue.
• Survival — obligations relating to confidentiality, intellectual property, payment of amounts due, and dispute resolution survive termination of any engagement.

13. Dispute Resolution

We aim to resolve any concerns promptly and amicably:

• Informal resolution — if a dispute arises, please contact us at [email protected] first. We will endeavour to respond within 5 business days and work toward a resolution.
• Governing law — these terms are governed by and interpreted in accordance with the laws of Malaysia.
• Jurisdiction — both parties submit to the non-exclusive jurisdiction of the courts of Malaysia.
• Mediation — before formal proceedings, either party may request mediation through the Asian International Arbitration Centre (AIAC) in Kuala Lumpur as a first step.

14. General Provisions

• Entire agreement — these terms, together with any signed engagement proposal, constitute the entire agreement between you and Quillstone regarding the matters described.
• Severability — if any provision of these terms is found to be unenforceable, the remaining provisions continue in full effect.
• Waiver — our failure to enforce any provision of these terms on one occasion does not constitute a waiver of our right to enforce it on another.
• Assignment — you may not assign rights or obligations under these terms without our prior written consent. We may assign our obligations to a successor business with reasonable notice to you.
• Notices — written notices under these terms may be sent by email and are considered received on the next business day after sending.

15. Changes to Terms

We may update these terms from time to time to reflect changes in our services, applicable law, or operational practices. When we do, we will update the "Last Updated" date at the top of this page. Where changes are material, we will make reasonable efforts to notify active clients by email. Continued use of our website or services after any update constitutes your acceptance of the revised terms.

16. Contact Information