Terms & Conditions

1. Definitions

• "Agreement" means these Terms and Conditions together with any service confirmation issued by Hearthline.
• "Service" means the communication facilitation, shared arrangements documentation, or family records organisation services provided by Hearthline.
• "User" / "Client" / "You" means any individual or group of individuals who engages Hearthline for a Service.
• "We" / "Us" / "Our" / "Hearthline" means Hearthline, operating from 12 Jalan Bangkung, Bukit Damansara, 50490 Kuala Lumpur, Malaysia.
• "Session Summary" means the written record produced by Hearthline following a facilitated session and distributed to participants.
• "Programme Materials" means printed binders, digital templates, indexed registers, timelines, and handover packs produced during a programme.

2. Acceptance of Terms

By engaging Hearthline for any Service, or by using our website, you confirm that you are at least 18 years of age, have the legal capacity to enter into this Agreement, and accept these Terms and Conditions in full.

If you are engaging Hearthline on behalf of a group of family members, you confirm that you have obtained the agreement of all relevant participants to these terms before the first session commences.

3. Service Description and Scope

Hearthline provides three communication and organisational support services:

1. Family Conversation Facilitation: A structured, time-managed facilitated conversation with written summary. Duration: one two-hour session per booking.
2. Shared Arrangements Documentation Toolkit: Four structured documentation appointments over eight weeks, with printed binder, digital templates, and review sheet.
3. Family Records and Timeline Programme: A three-month records assembly programme with monthly review meetings, indexed register, bound handover pack, and digital mirror.

Important scope limitations: Hearthline does not provide legal advice, financial advice, health or welfare assessments, or any form of professional regulated advice. Coordinators are not solicitors, financial advisers, counsellors, or mediators. Session summaries and programme materials are not legal documents and carry no formal standing under Malaysian law.

Services are available to clients located in or able to travel to the Klang Valley, Malaysia. Online session options are available where specified.

4. Client Responsibilities

• Attend sessions at the agreed time and location (or video link)
• Provide accurate information when completing templates or providing documents for the records programme
• Treat coordinators and other participants with respect
• Not attempt to use sessions for purposes outside their stated scope
• Obtain appropriate legal or professional advice separately for any matters requiring such advice
• Not record sessions without the prior written consent of all participants and Hearthline

5. Intellectual Property

All templates, binders, summary formats, and programme structures are the intellectual property of Hearthline. You are granted a non-exclusive, non-transferable licence to use Programme Materials for your own household and family purposes only.

Session Summaries belong jointly to the participants. The content of summaries — the agreements, decisions, and open items recorded — belongs to the participants. The format and structure of summaries remains Hearthline's intellectual property.

You may not reproduce, sell, or commercially distribute any Hearthline materials.

6. Payment Terms

All fees are quoted and payable in Malaysian Ringgit (RM):

• Family Conversation Facilitation: RM 480 per session
• Shared Arrangements Documentation Toolkit: RM 1,620 for the full programme
• Family Records and Timeline Programme: RM 4,090 for the three-month programme

Payment is due in full before the first session or appointment of each programme. Hearthline accepts bank transfer and online payment methods confirmed at booking.

Cancellations: Cancellations made more than five working days before a scheduled session will receive a full refund of that session's fee. Cancellations within five working days forfeit the session fee. Rescheduling requests made more than 48 hours in advance will be accommodated where possible at no charge.

7. Confidentiality

Hearthline treats all information shared during sessions as confidential. Session Summaries and Programme Materials are distributed only to the participants present. Hearthline does not share session content with third parties except as required by Malaysian law or with the written consent of all participants.

Coordinators may discuss operational matters (scheduling, logistics) with colleagues at Hearthline, but session content is not shared beyond the assigned coordinator without necessity.

8. Disclaimers

Hearthline's services are communication and organisational support services only. We make no representation that any outcome will result from a facilitated session or programme. Families determine their own agreements; Hearthline records and organises, it does not decide.

Session Summaries and Programme Materials are not substitutes for legal advice, financial planning, or professional counsel. If your circumstances require any of these, you should seek them independently. Hearthline's practitioner directory is provided as a convenience and does not constitute a recommendation or endorsement of any listed professional.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Hearthline's total liability to you for any claim arising from the Services shall not exceed the fees paid by you for the specific service to which the claim relates.

Hearthline is not liable for: indirect or consequential losses; loss of opportunity; decisions made by participants following a session; or losses arising from the use or reliance on any third-party professionals listed in the practitioner directory.

10. Indemnification

You agree to indemnify and hold harmless Hearthline, its coordinators, and staff from any claims, costs, or losses arising from: your breach of these Terms; your use of session summaries or programme materials for purposes outside their stated scope; or any misrepresentation made by you in connection with the Services.

11. Termination

Either party may terminate a programme at any time. Where the Client terminates: fees paid for sessions already completed are non-refundable; fees paid for sessions not yet completed will be refunded on a pro-rata basis. Where Hearthline terminates due to a breach of these Terms by the Client, no refund is due for sessions not yet delivered.

Clauses 5 (Intellectual Property), 7 (Confidentiality), 8 (Disclaimers), 9 (Limitation of Liability), and 13 (Governing Law) survive termination.

12. Dispute Resolution

In the event of a dispute, you agree to first notify Hearthline in writing at [email protected] and allow 30 days for informal resolution before pursuing any formal process.

If informal resolution is not achieved, disputes shall be subject to mediation under the rules of the Malaysian Mediation Centre before litigation is commenced.

13. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of Malaysia. Any disputes that proceed to litigation shall be subject to the exclusive jurisdiction of the courts of Malaysia, with venue in Kuala Lumpur.

14. General Provisions

• Entire Agreement: These Terms constitute the entire agreement between you and Hearthline regarding the Services.
• Severability: If any provision is found unenforceable, the remaining provisions continue in full force.
• Waiver: Failure to enforce any provision does not waive our right to enforce it in future.
• Assignment: You may not assign your rights under this Agreement without our prior written consent.
• Notices: Formal notices should be sent to [email protected] or our registered address.

15. Changes to These Terms

We may update these Terms from time to time. The revised version will be posted on this page with an updated "Last Updated" date. For programmes already in progress, changes will take effect at the start of the next programme year unless otherwise notified. Continued use of our Services after changes are published constitutes acceptance.

16. Contact

Hearthline
12 Jalan Bangkung, Bukit Damansara, 50490 Kuala Lumpur, Malaysia
Email: [email protected]
Phone: +60 3-2783 5140