Terms & Conditions

1. Definitions

• "Openhand Atlas", "We", "Us", "Our" — the registered business operating the citizen assistance centre at Level 25, Menara Takaful Malaysia, Kuala Lumpur.
• "Service" — any of the three services offered: Consumer Correspondence Support, Everyday Digital Skills Course, or Neighbourhood Resource Mapping.
• "User", "You" — any individual or organisation that books, attends, or otherwise engages with an Openhand Atlas service.
• "Session" — a single booked appointment or course session delivered by Openhand Atlas.
• "Deliverable" — any written output produced during or after a session (letter draft, workbook, resource map, directory, checklist).
• "Agreement" — these Terms & Conditions together with any booking confirmation issued to you.

2. Acceptance of Terms

By submitting a booking request, attending a session, or using the Openhand Atlas website, you agree to be bound by this Agreement. If you are booking on behalf of an organisation, you confirm that you have authority to bind that organisation.

You must be at least 18 years of age to book or use our services independently. Participants in the Digital Skills Course who are under 18 must be accompanied by and enrolled by a parent or legal guardian.

If you do not agree to these terms, do not submit an enquiry or booking.

3. Service Description and Scope

Openhand Atlas provides three services: Consumer Correspondence Support, Everyday Digital Skills Course, and Neighbourhood Resource Mapping. Full descriptions are published on the Solutions page of the website.

Scope limitation: All Openhand Atlas services are operational and informational in nature. We do not provide legal advice, financial advice, medical advice, or representation before any authority, regulator, court, or public body. We do not assess the merits of any dispute or complaint.

Services are delivered in English and Bahasa Malaysia. Sessions are conducted at our Kuala Lumpur office unless otherwise agreed in writing.

We reserve the right to decline an enquiry or booking if the request falls outside our service scope, without obligation to provide a reason.

4. User Responsibilities

• Arrive on time for booked sessions. Late arrival reduces the available session time; the session end time is not extended for late starts.
• Bring any documents or background information relevant to your session that you wish to discuss.
• Treat staff and other participants respectfully. Openhand Atlas reserves the right to end a session if behaviour is disruptive or abusive.
• Use website contact forms and communications honestly. Submitting false information may result in the refusal or cancellation of a booking.
• Keep session materials (including draft letters and workbooks) for your own personal or organisational use. Do not reproduce them commercially or claim authorship.

5. Intellectual Property

All website content, course materials, workbook designs, map templates, and methodologies developed by Openhand Atlas remain the intellectual property of Openhand Atlas unless explicitly transferred in writing.

Deliverables produced during your session (such as a letter draft written about your specific situation) are yours to use for the stated purpose. You may not resell, reproduce, or distribute those deliverables as a commercial product.

The quarterly update template provided to community organisations under the Neighbourhood Resource Mapping service is licensed for use by that organisation only. It may not be shared with or sold to external parties without prior written consent.

6. Payment Terms

Prices are published in Malaysian Ringgit (RM) and are inclusive of all fees described in the service listing. No additional charges apply for items listed as included.

• Consumer Correspondence Support: RM 480 per session
• Everyday Digital Skills Course: RM 1,750 per participant
• Neighbourhood Resource Mapping: RM 4,480 per engagement

Payment arrangements are confirmed at the time of booking. Invoices are issued by email. Payment is due before the first session commences unless otherwise agreed in writing.

Cancellations: Cancellations made more than 48 hours before a booked session are eligible for a full refund or rescheduling. Cancellations within 48 hours are not eligible for a refund but may be rescheduled once at no additional charge, subject to availability.

7. Disclaimers

Openhand Atlas does not make any representation about the outcome of correspondence sent using a draft produced in a session. The quality and outcome of any communication with a third party depends on factors outside our control.

Resource information provided during Neighbourhood Resource Mapping engagements is verified at the time of field research but may change. Openhand Atlas is not responsible for inaccuracies that arise after handover.

Website content is provided for general informational purposes only. It does not constitute legal, financial, or professional advice of any kind.

8. Limitation of Liability

To the fullest extent permitted by Malaysian law, Openhand Atlas's liability for any claim arising from the use of our services is limited to the amount paid for the specific session or engagement from which the claim arises.

We exclude liability for indirect, consequential, or special losses, including but not limited to: loss of a complaint outcome, loss of earnings, or loss of data not caused directly by our systems. Nothing in these terms excludes liability for fraud or for death or personal injury caused by our negligence.

9. Termination

Either party may terminate a booked engagement with written notice. If Openhand Atlas terminates a booking for reasons other than user misconduct, a proportionate refund will be issued for any sessions not yet delivered.

Openhand Atlas may terminate access to services without notice if a user breaches these terms, engages in disruptive conduct, or submits false or misleading information.

10. Governing Law and Dispute Resolution

These terms are governed by and construed in accordance with the laws of Malaysia. Any dispute arising from or in connection with these terms shall first be referred to informal discussion between the parties in an effort to reach a resolution.

If informal resolution is not achieved within 30 days, disputes shall be referred to mediation under the Mediation Act 2012 (Malaysia) before any court proceedings are commenced.

The parties submit to the jurisdiction of the courts of Malaysia for any proceedings that cannot be resolved by mediation.

11. Changes to These Terms

We may update these terms from time to time. The updated version will be published on this page with a revised "Last updated" date. For active course or engagement bookings, we will notify you by email of any material changes. Continued use of our services after notification constitutes acceptance of the revised terms.

12. Contact for Legal Enquiries