Terms & Conditions

Last Updated: 15 May 2025 · Effective Date: 15 May 2025

1. Definitions

In these Terms and Conditions, the following terms apply:

• "Service" — any of the operations coordination services offered by Zephlin, including the Workflow Review, Process Orchestration Setup, and Operations Coordination Programme.
• "Client" or "You" — the individual or organisation engaging Zephlin's services.
• "We/Us/Our" — Zephlin, operating from Level 15, Menara Prestige, Jalan Pinang, 50450 Kuala Lumpur, Malaysia.
• "Agreement" — these Terms and Conditions together with any service agreement or confirmation in writing.
• "Deliverable" — any document, diagram, or written output produced during a service engagement.

2. Acceptance of Terms

By engaging Zephlin's services or using our website, you confirm that you have read and agree to these Terms. You must be at least 18 years of age and have the capacity to enter into a legally binding agreement. If you are acting on behalf of an organisation, you confirm that you have authority to bind that organisation.

3. Service Description

Zephlin provides operations process coordination services as described on our website and in individual service agreements. Services are subject to a scoping discussion and written confirmation before work begins. We reserve the right to decline any engagement at our discretion, without obligation to provide reasons.

Our services are primarily delivered to organisations and operations teams in Malaysia. Cross-border engagements may be accommodated where agreed in writing.

4. Scope and Changes

The scope of each engagement is agreed in writing prior to commencement. Any changes to scope — including additional processes, deliverables, or timelines — must be confirmed in writing before being acted upon. Scope changes may affect the agreed fee, and revised pricing will be communicated and confirmed before additional work proceeds.

5. Client Responsibilities

To enable effective delivery, you agree to:

• Provide accurate and sufficient information about the process(es) to be reviewed or coordinated
• Make relevant staff available for interviews and review sessions
• Respond to queries and review requests within agreed timeframes
• Not use Zephlin's deliverables for purposes outside those agreed in the service engagement

Delays caused by failure to meet these responsibilities may extend agreed timelines, for which Zephlin bears no liability.

6. Intellectual Property

All deliverables produced by Zephlin during an engagement (process maps, summaries, handbooks) are provided for your internal business use. Upon full payment, you are granted a non-exclusive, non-transferable licence to use these materials within your organisation. You may not resell, sublicense, or represent Zephlin's work as your own to third parties. Zephlin retains the right to use anonymised methodologies and approaches in future engagements.

7. Payment Terms

Service fees are stated in Malaysian Ringgit (RM). Payment terms are as follows:

• Workflow Review (RM 540): Full payment required to confirm the engagement
• Process Orchestration Setup (RM 1,740): 50% on confirmation, 50% on completion
• Operations Coordination Programme (from RM 2,960): Payment schedule agreed in writing at scoping

Accepted payment methods will be specified in the service agreement. Late payments may result in work being paused until the outstanding balance is settled.

8. Cancellation and Refunds

Where a client cancels a confirmed engagement:

• Before work has commenced: 80% of any payment made is refunded
• After work has commenced: Refunds are calculated based on work completed to date, with no refund on completed deliverables

Zephlin may cancel an engagement where the client has materially failed to meet their responsibilities. In such cases, payment for work completed is retained.

9. Confidentiality

We treat all process information, business data, and internal details shared during an engagement as strictly confidential. We will not disclose client-specific information to third parties without your written consent. This obligation survives the conclusion of the engagement.

10. Disclaimers

Zephlin's services are advisory and operational in nature. We do not provide legal, financial, medical, or regulatory advice. Deliverables are prepared based on information provided by the client — their accuracy depends on the completeness of that information. We make no representation that a particular coordination approach will produce specific outcomes.

11. Limitation of Liability

To the maximum extent permitted by Malaysian law, Zephlin's total liability to you in connection with any engagement shall not exceed the total fees paid for that engagement. We are not liable for indirect, consequential, or incidental loss arising from use of our services or deliverables. This includes but is not limited to loss of profit, loss of data, or operational disruption.

12. Indemnification

You agree to indemnify Zephlin against any claim, loss, or cost arising from: your misuse of deliverables, inaccurate information provided during an engagement, or your breach of these Terms.

13. Termination

Either party may terminate an active engagement by providing written notice. Where Zephlin terminates, we will refund payment in proportion to uncompleted work. Where you terminate, the applicable cancellation terms in Section 8 apply. Sections 6, 9, 11, and 12 survive termination.

14. Governing Law and Dispute Resolution

These Terms are governed by the laws of Malaysia. Any disputes shall first be addressed through good-faith negotiation between the parties. If unresolved within 30 days, disputes shall be subject to the jurisdiction of the courts of Malaysia. Arbitration may be agreed as an alternative, in writing, before any formal dispute process begins.

15. General Provisions

• Entire Agreement: These Terms, together with any service agreement, constitute the full agreement between the parties.
• Severability: If any provision is found unenforceable, the remaining provisions continue to apply.
• Waiver: Failure to enforce a provision does not constitute a waiver of future enforcement rights.
• Notices: Communications must be in writing, sent to the contact details stated in the service agreement or on our website.

16. Changes to These Terms

We may update these Terms periodically. Changes will be reflected by the updated date at the top of this page. Continued use of our website or services after a change constitutes acceptance. Material changes to active service agreements require written notification and your consent.

17. Contact

For questions about these Terms:

• Email: [email protected]
• Address: Level 15, Menara Prestige, Jalan Pinang, 50450 Kuala Lumpur, Malaysia
• Phone: +60 3-2168 5723