Terms & Conditions

1. Definitions

In these Terms, the following expressions carry the meanings assigned to them here:

• "Penjuru Advisory", "we", "us", "our" — the consulting practice at 47 Lebuh Acheh, 10200 George Town, Penang, Malaysia
• "Client", "you", "your" — the individual or organisation that engages our services or uses this website
• "Services" — the advisory and workshop services described on this website, including the Journey Mapping Conversation, Cross-Channel Experience Advisory, and Conversion Pathway Workshop
• "Engagement" — a formal working relationship initiated by written agreement or fee proposal acceptance
• "Deliverable" — any written paper, diagram, brief, or other output produced by Penjuru Advisory in the course of an Engagement
• "Website" — the site operated at penjuru-advisory.site and its subpages
• "Agreement" — these Terms together with any written fee proposal accepted by the Client

2. Acceptance of Terms

Use of this website, submission of an enquiry, or acceptance of a fee proposal each constitute acceptance of these Terms. If you are entering into an Agreement on behalf of an organisation, you represent that you have authority to do so.

Our Services are intended for organisations and professionals. Engagements are open to individuals of 18 years of age or older. We reserve the right to decline any enquiry or engagement at our discretion.

3. Description of Services

Penjuru Advisory provides consulting services in the area of digital customer experience, with a particular focus on the Malaysian market. Our current service offer comprises three distinct engagements:

• Journey Mapping Conversation (RM 820) — a single-journey advisory engagement producing a written journey paper with annotated diagrams
• Cross-Channel Experience Advisory (RM 2,650) — a broader channel examination producing a sequenced experience paper with harmonisation recommendations
• Conversion Pathway Workshop (RM 1,050) — a two-day workshop producing a written pathway brief

The scope, schedule, and specific outputs of each Engagement are confirmed in writing before work commences. We do not commence substantive work without written agreement on scope and fees.

Services are generally delivered in Malaysia, with sessions conducted in English. Remote delivery may be accommodated where agreed in writing.

4. Your Responsibilities

The quality and utility of our advisory work depends in part on the cooperation and candour of the Client. In entering an Engagement, you agree to:

• Provide timely access to relevant information, systems, and personnel as reasonably needed
• Inform us of any material changes to organisational context, scope, or constraints that may affect the work
• Review and respond to draft outputs within agreed timeframes
• Use this website only for its intended purpose, and not in any manner that disrupts or damages its operation
• Refrain from submitting false, misleading, or harmful content through website forms

We are not responsible for delays or diminished output quality arising from a failure to fulfil these responsibilities.

5. Intellectual Property

All intellectual property in our methods, frameworks, and general working approach remains the property of Penjuru Advisory. The content of this website — including text, design, and structure — is similarly our property and may not be reproduced without written permission.

Upon full payment of agreed fees, the Client receives a non-exclusive, non-transferable licence to use the Deliverables internally for the purposes for which they were commissioned. This licence does not extend to resale, redistribution, or representation of the Deliverables as the Client's own independent research.

Where a Client provides us with materials — data, reports, internal documents — to support an Engagement, the Client warrants that it has the right to share those materials with us and grants us a limited licence to use them for the purposes of the Engagement only.

6. Fees and Payment

Fees are denominated in Malaysian Ringgit (RM) and are stated inclusive of any applicable taxes unless otherwise specified in the fee proposal. The following payment conditions apply:

• Journey Mapping Conversation and Conversion Pathway Workshop — full payment is required prior to commencement of work
• Cross-Channel Experience Advisory — payment is typically structured as 50% upon engagement confirmation and 50% upon delivery of the final experience paper; the precise schedule is confirmed in the fee proposal

Payment is accepted by bank transfer to Penjuru Advisory's designated account, details of which are provided in the invoice. Invoices are payable within 14 days of issue unless otherwise agreed in writing.

Cancellation and rescheduling: Engagements cancelled with fewer than five working days' notice may be subject to a cancellation fee of up to 50% of the agreed fee. Workshops rescheduled by the Client with fewer than three working days' notice may incur reasonable costs already committed by Penjuru Advisory. We will always endeavour to accommodate genuine changes in circumstance with good judgement.

We do not offer refunds for completed engagements. Where the Client has a concern about the quality or scope of a Deliverable, we welcome discussion and will make reasonable efforts to address it.

7. Service Delivery

We approach each Engagement with care and commitment, but the nature of advisory work means that outcomes — improved conversion rates, reduced customer friction, staff adoption of recommendations — are ultimately influenced by factors outside our control, including organisational priorities, resource availability, and implementation decisions made by the Client.

Our work is intended to inform and support good decision-making. It does not constitute legal advice, financial advice, or a representation as to the fitness of any particular approach for any regulated purpose.

Where an Engagement involves client-facing sessions — workshops or mapping conversations — the schedule is agreed in advance and is subject to the availability of the Client's nominated participants. We ask that the Client confirms participants at least five working days before a scheduled session.

8. Disclaimers

This website and our Services are provided in good faith, but we make no representations about their suitability for any particular purpose beyond what is described in our service descriptions. We are not able to warrant that this website will be available continuously or free from technical error, and we reserve the right to modify or suspend it at any time.

The content of this website — including articles, descriptions, and any illustrative data — is provided for general information purposes and does not constitute professional advice. For matters of legal, financial, or regulatory significance, we recommend consulting a qualified professional.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Penjuru Advisory's total liability to the Client in connection with any Engagement — whether in contract, tort, or otherwise — shall not exceed the fees paid by the Client for that specific Engagement.

We are not liable for any indirect, consequential, or special losses, including but not limited to loss of revenue, loss of profit, loss of data, or reputational damage, arising from or in connection with our Services or this website, even if we have been advised of the possibility of such losses.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

10. Confidentiality

We treat all information shared with us in the course of an Engagement as confidential. We do not disclose client-specific information to third parties without the Client's written consent, except where required by law.

The Client similarly agrees to treat as confidential any proprietary methods, frameworks, or unpublished materials shared by Penjuru Advisory in the course of an Engagement. This obligation survives the conclusion of the Engagement.

We may wish to reference the nature of an engagement — without identifying the client or disclosing confidential detail — in our own practice communications. We will seek the Client's prior consent before doing so.

11. Termination

Either party may terminate an Engagement by written notice if the other party materially breaches these Terms and, where the breach is capable of remedy, fails to remedy it within 10 working days of written notice to do so.

Upon termination, Penjuru Advisory will invoice for work completed to the date of termination on a fair and proportionate basis. The Client will have access to any Deliverables completed to that point, subject to payment of the proportionate fee.

The provisions of Sections 5 (Intellectual Property), 9 (Limitation of Liability), 10 (Confidentiality), and 12 (Dispute Resolution) survive termination of any Engagement.

12. Dispute Resolution

These Terms are governed by the laws of Malaysia. The parties agree to submit to the exclusive jurisdiction of the courts of Penang, Malaysia, for the resolution of any dispute arising from these Terms or any Engagement.

Before initiating formal proceedings, the parties agree to attempt good-faith resolution through direct discussion. Either party may request a meeting for this purpose, to be held within 15 working days of the written request. Unresolved matters may thereafter be referred to mediation under the rules of the Malaysian Mediation Centre before recourse to litigation.

13. General Provisions

• Entire agreement. These Terms, together with any written fee proposal, constitute the entire agreement between the parties in relation to the relevant Engagement and supersede any prior representations or communications.
• Severability. If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue in full force.
• Waiver. A failure to exercise any right under these Terms does not constitute a waiver of that right.
• Assignment. The Client may not assign rights or obligations under these Terms without our written consent. We may engage suitable sub-consultants where appropriate, subject to our confidentiality obligations.
• Amendments. We may update these Terms from time to time. The version in effect at the time an Engagement commences governs that Engagement.
• Force majeure. Neither party is in breach of these Terms for any failure to perform attributable to circumstances beyond reasonable control, provided the affected party notifies the other promptly.

14. Contact

Questions about these Terms may be directed to: