Terms & Conditions

"Agreement" means these Terms & Conditions together with any engagement letter or service order.

"We / Us / Our" means Pintar Partners, a consulting practice registered in Malaysia.

"You / User / Client" means the individual or organisation using our website or engaging our services.

"Services" means the customer experience advisory engagements described on our website and in engagement letters.

"Deliverables" means written papers, diagrams, frameworks, and workshop outputs produced as part of a service engagement.

"Content" means all text, data, graphics, and materials published on our website at pintar-partners.site.

By visiting our website, submitting an enquiry, or entering into a service engagement with Pintar Partners, you confirm that you have read, understood, and agree to be bound by this Agreement.

You must be at least 18 years of age and have the legal capacity to enter a binding contract. If you are acting on behalf of an organisation, you represent that you have the authority to bind that organisation.

If you do not agree to these terms, please refrain from using our website or engaging our services.

Pintar Partners offers advisory consulting services in the field of customer experience technology. Our current service offerings are:

• Customer Journey Conversation — a short advisory engagement mapping the customer journey (RM 890)
• Customer Data Architecture Advisory — a longer engagement examining CRM and data architecture (RM 2,720)
• Service Design Workshop — a two-day working session with service operations teams (RM 1,180)

Detailed descriptions, timelines, and deliverable specifications are set out on our website and confirmed in individual engagement letters. Service availability is subject to our scheduling capacity at the time of enquiry.

Our services are directed at organisations operating in Malaysia and the broader Southeast Asian region, though we may accept engagements from elsewhere at our discretion.

When using our website or engaging our services, you agree to:

• Provide accurate and complete information in all communications
• Cooperate reasonably with our consultants during an engagement, including making relevant personnel and documentation available
• Use our website and its content only for lawful purposes
• Refrain from attempting to disrupt, overload, or compromise our website infrastructure
• Not reproduce, resell, or distribute our deliverables to third parties without prior written consent
• Maintain the confidentiality of any non-public materials we share with you during an engagement

All content on our website — including text, methodology descriptions, design, and graphics — is the intellectual property of Pintar Partners and is protected under Malaysian copyright law.

Upon full payment of fees for an engagement, we grant you a non-exclusive, non-transferable licence to use the deliverables produced specifically for your organisation for your internal business purposes. This licence does not extend to publication, redistribution, or commercial resale.

Any underlying frameworks, methodologies, or tools we use in producing deliverables remain our property. We retain the right to apply similar methodologies to other client engagements.

All fees are quoted in Malaysian Ringgit (RM) and are inclusive of applicable taxes unless stated otherwise in an engagement letter.

Payment terms are set out in the engagement letter for each service. Unless otherwise agreed, a deposit of 50% is required prior to commencement of work, with the balance due upon delivery of the final output.

Payments may be made by bank transfer to the account details provided in our invoice. Invoices are due within 14 calendar days of issue.

If a client requests material changes to the scope of an engagement after work has commenced, we reserve the right to revise the fee accordingly. Any such revision will be communicated and agreed in writing before additional work proceeds.

We do not offer refunds once an engagement has commenced, except where we are unable to deliver the agreed service through our own default. Where an engagement is cancelled by the client before commencement, the deposit is non-refundable.

Each engagement is initiated by a written engagement letter setting out the specific scope, timeline, deliverables, and fee. These terms apply alongside that letter. In the event of any conflict, the engagement letter takes precedence.

Timelines set out in engagement letters are estimates. We endeavour to meet them and will communicate promptly if circumstances require adjustment. Delays attributable to the client's failure to provide access, information, or decisions do not extend our obligations.

Our consultants may request meetings, document access, and participation from client personnel. The quality and timeliness of deliverables may be affected if such cooperation is constrained.

Both parties agree to handle information shared during an engagement with reasonable confidentiality, unless that information is already public or disclosure is required by law.

Our website and its content are provided on an "as is" basis. While we take care to ensure accuracy, we make no warranties of any kind, express or implied, as to the completeness, accuracy, or fitness for purpose of the information published.

Our advisory services reflect our professional judgement based on the information available to us at the time of the engagement. We do not warrant specific outcomes from implementing our recommendations. The implementation of any recommendation remains entirely the client's responsibility and decision.

We are not a legal, financial, or technical implementation firm. Our deliverables are advisory in nature and should be considered alongside appropriate professional counsel in those domains.

To the fullest extent permitted by Malaysian law, our total liability to you arising from any engagement or from use of our website shall not exceed the fees paid for the specific engagement giving rise to the claim, or RM 5,000 in the case of website-related claims.

We shall not be liable for any indirect, incidental, consequential, or special damages, including loss of revenue, loss of data, or business interruption, whether or not we have been advised of the possibility of such losses.

Nothing in these terms excludes liability for fraud, death, or personal injury caused by our negligence, or any other liability that cannot be limited by law.

Either party may terminate an engagement by providing 14 days' written notice. Upon termination, the client is liable for fees proportionate to work completed up to the date of termination.

We reserve the right to suspend or terminate an engagement immediately if the client acts in a manner that is unlawful, abusive to our personnel, or materially misrepresents information relevant to the engagement.

Clauses relating to intellectual property, confidentiality, disclaimers, and limitation of liability survive any termination of this Agreement.

This Agreement is governed by the laws of Malaysia. Both parties agree to submit to the exclusive jurisdiction of the courts of Kuala Lumpur.

In the event of a dispute, the parties agree first to attempt resolution through good-faith discussion. If a dispute cannot be resolved informally within 30 days, either party may refer the matter to the Asian International Arbitration Centre (AIAC) for mediation before commencing litigation.

Entire Agreement: This Agreement constitutes the entire agreement between the parties regarding its subject matter and supersedes any prior discussions.

Severability: If any provision of this Agreement is found to be unenforceable, the remaining provisions continue in full force.

Waiver: Our failure to enforce any provision is not a waiver of the right to enforce it in future.

Assignment: You may not assign your rights or obligations under this Agreement without our prior written consent. We may engage sub-contractors in the delivery of services, subject to equivalent confidentiality obligations.

Notices: Formal notices under this Agreement should be sent by email to [email protected] and will be considered received on the next business day.

For questions regarding these Terms & Conditions:

Pintar Partners

Lot 5.08, Wisma Cosway, 88 Jalan Raja Chulan, 50200 Kuala Lumpur, Malaysia

[email protected]

+60 3 2941 8367