Terms & Conditions

1. Definitions

• "Hearthline", "we", "us", "our" — Hearthline, registered in Malaysia, with offices at 48 Jalan Perak, 11600 George Town, Pulau Pinang.
• "You", "User", "Client" — any individual or family who enquires about, registers for, or engages any of our services.
• "Services" — the three offerings described on our website: the Family Information Evening, Written Records for the Family Archive, and the Household Transition Support Plan.
• "Agreement" — these Terms & Conditions together with any written service confirmation issued by Hearthline.
• "Content" — reference sheets, meeting summaries, indexes, logistics calendars, and other written materials produced by Hearthline in the course of delivering a service.
• "Session" — a Family Information Evening or individual appointment forming part of the archive or transition support service.

2. Acceptance of Terms

By submitting an enquiry through our website, registering for a session, or entering into a written service engagement with Hearthline, you confirm that you have read and agree to these Terms & Conditions.

You confirm that you are at least 18 years of age and have the legal capacity to enter into this agreement. If you are acting on behalf of a family or household, you confirm that you are authorised to do so.

Use of this website without engaging a service does not itself constitute acceptance of these Terms, but continued use implies acceptance of our Cookie Policy and Privacy Policy.

3. Description of Services

Hearthline provides administrative and educational support to families in Malaysia. Our three services are:

• Family Information Evening (RM 470 per attendee): a two-hour educational session explaining publicly available information about Malaysian household administrative processes. No individual advice is given. A printed reference sheet is provided.
• Written Records for the Family Archive (RM 1,320 per engagement): a four-appointment filing and indexing service producing a bound family archive, encrypted drive, contacts directory, and dictated narrative. A purely recording service — no interpretation or assessment of documents is provided.
• Household Transition Support Plan (RM 4,600 for six months): a six-month administrative support arrangement including monthly facilitated meetings, written summaries, a shared logistics calendar, one document consolidation project, and a named coordinator. The coordinator is an administrator, not a regulated professional.

Services are available to families based in or managing household matters in Malaysia. Hearthline does not offer services remotely at this time except where explicitly agreed in writing.

4. User Responsibilities

When using our services, you agree to:

• Provide accurate and complete information when making an enquiry or booking a session.
• Attend or send adequate notice of cancellation for booked sessions (minimum 48 hours).
• Not share reference sheets or session content publicly in ways that misrepresent Hearthline's scope or services.
• Not use Hearthline's materials as a substitute for qualified legal, financial, or professional advice.
• Treat Hearthline staff with respect during all appointments and sessions.

5. Intellectual Property

All Content produced by Hearthline — including reference sheets, meeting summary templates, logistics calendar structures, and written guides — remains the intellectual property of Hearthline unless otherwise agreed in writing.

You are granted a personal, non-transferable licence to use Content produced during your engagement for your own household's administrative purposes. You may not reproduce, distribute, or commercialise Hearthline's materials.

The dictated narrative and household-specific content in your family archive belong to you. Hearthline retains no rights over personal household information you provide.

6. Payment Terms

All prices are quoted in Malaysian Ringgit (RM) and are inclusive of any applicable taxes unless stated otherwise. Payment is due in full before the first session of each service engagement, unless a written payment schedule has been agreed.

We accept bank transfer and cash payment at our George Town office. Payment details will be confirmed in your service engagement letter.

Cancellation and Refund Policy

• Information Evening: full refund if cancelled more than 48 hours before the session. No refund for cancellations within 48 hours; credit toward a future session may be offered at our discretion.
• Family Archive: if cancelled before the first appointment, a full refund less a RM 150 administration fee. After the first appointment, a pro-rated refund for uncompleted sessions.
• Transition Support Plan: cancellation within the first month — refund less one month's proportional fee and administration costs. After the first month — no refund for the current month; engagement ends at month end.

7. Service-Specific Terms

Family Information Evening

Session content is educational and general. No discussion of individual circumstances takes place during the session. A referral list is provided at the door. Hearthline accepts no responsibility for actions taken based on session content without reference to a qualified professional.

Written Records for the Family Archive

The archivist records, scans, and indexes documents as directed by you. The archivist does not interpret, assess, verify the authenticity of, or comment on any document. You are responsible for the accuracy of the dictated narrative. Hearthline is not responsible for the condition of original documents returned after scanning.

Household Transition Support Plan

The coordinator manages administrative logistics and facilitates meetings. They do not provide legal, financial, or professional advice of any kind. Every matter requiring qualified professional input is referred in writing. You are responsible for engaging and instructing any referred professionals directly.

8. Disclaimers

Hearthline's services are administrative and educational in nature. We do not provide legal, financial, counselling, medical, or any other regulated professional advice.

Reference sheets and session content are based on publicly available information at the time of preparation. Hearthline does not warrant that this information is complete, current, or applicable to any specific individual's situation.

We make no representation that use of our services will produce any particular administrative outcome. Outcomes depend on factors entirely outside Hearthline's control, including the policies and procedures of the bodies you approach.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Hearthline's total liability to you for any claim arising from or related to our services shall not exceed the total fees paid by you for the specific service giving rise to the claim.

Hearthline shall not be liable for any indirect, consequential, or incidental loss, including loss of time, loss of opportunity, or loss resulting from reliance on session content without independent professional verification.

Nothing in these Terms limits Hearthline's liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

10. Indemnification

You agree to indemnify and hold Hearthline harmless from any claim, loss, or expense (including reasonable legal costs) arising from your breach of these Terms or your misuse of Hearthline's services or materials.

11. Termination

Either party may terminate a service engagement by giving written notice. The refund policy in Section 6 applies to fees already paid.

Hearthline may terminate an engagement immediately and without refund if you engage in conduct that is abusive, threatening, or dishonest, or if you use our services for purposes that fall outside the scope described in these Terms.

Sections 8, 9, 10, and 12 survive termination of any engagement.

12. Dispute Resolution

These Terms are governed by the laws of Malaysia. Any dispute arising from or related to these Terms or our services shall be subject to the exclusive jurisdiction of the courts of Pulau Pinang, Malaysia.

Before initiating any formal proceedings, we ask that you contact us at [email protected] to seek an informal resolution. We will respond within 14 days.

Your rights under the Consumer Protection Act 1999 (Malaysia) are not affected by these Terms.

13. General Provisions

• Entire agreement: these Terms together with any written service confirmation constitute the entire agreement between the parties regarding the relevant service.
• Severability: if any provision of these Terms is found unenforceable, the remaining provisions continue in full force.
• Waiver: our failure to enforce any provision does not constitute a waiver of our right to enforce it in future.
• Assignment: you may not assign your rights under these Terms without our written consent. We may assign our obligations to a successor organisation upon written notice.
• Notices: formal notices under these Terms must be in writing and delivered by email to the addresses in Section 15.

14. Changes to These Terms

We may update these Terms from time to time. The effective date at the top of this page will be updated accordingly.

For active service engagements, material changes will be communicated by email. Continued use of our services after notification of changes constitutes acceptance of the revised Terms.

15. Contact

For legal enquiries related to these Terms:

Hearthline
48 Jalan Perak, 11600 George Town, Pulau Pinang, Malaysia
[email protected]
+60 4 6293 5814