Terms & Conditions

1. Definitions

• "Agreement" means these Terms & Conditions together with any service engagement agreed in writing.
• "We / Us / Our" refers to Pelangi Pintar, operating from Jalan Tebrau, Johor Bahru, Johor, Malaysia.
• "Client / You" refers to the business or individual engaging our services.
• "Services" refers to the consulting arrangements offered by Pelangi Pintar, including Support Flow Review, Helpdesk Setup & Team Onboarding, and Connected Support & Quarterly Review.
• "Deliverables" refers to written reports, reference guides, configuration outputs, and review notes produced during an engagement.

2. Acceptance of Terms

By submitting a contact form on this website, proceeding with a consulting engagement, or making a payment for our services, you confirm that you have read and agree to these Terms & Conditions.

You confirm that you are at least 18 years of age and have the legal capacity to enter into a binding agreement on behalf of yourself or your business.

3. Services

We provide helpdesk software consulting services for small businesses, including support flow mapping, shared inbox configuration, team onboarding, and ongoing quarterly review arrangements. Services are available primarily to businesses operating in Malaysia, with remote engagement available on a case-by-case basis.

The scope, deliverables, and timeline of each engagement are agreed prior to commencement and documented in writing. Any changes to scope after commencement require written agreement from both parties.

4. Client Responsibilities

To allow us to deliver services effectively, clients agree to:

• Provide accurate information about their business operations and current technology setup
• Make relevant staff available for scheduled training sessions
• Respond to reasonable requests for information or access within the agreed timeframes
• Not use our deliverables in a manner that misleads others or infringes third-party rights
• Handle their customers' personal data in line with applicable law, including Malaysia's PDPA

5. Intellectual Property

All methodologies, frameworks, and materials developed by Pelangi Pintar remain our intellectual property. Deliverables produced specifically for your engagement — such as flow maps, reference guides, and review notes — are provided for your internal business use only and may not be resold or redistributed without our written consent.

The content of this website, including text and structure, is the property of Pelangi Pintar and may not be reproduced without permission.

6. Payment Terms

All fees are quoted and payable in Malaysian Ringgit (RM). Payment terms are as follows:

• A deposit of 50% of the agreed fee is required before work begins
• The remaining 50% is due upon delivery of the final deliverable or at the start of the arrangement period
• Payments are accepted by bank transfer to our nominated account
• Invoices unpaid after 14 days of the due date may result in work being paused

Refund policy: If you cancel an engagement before work has begun, the deposit will be refunded in full. Once work has commenced, refunds are not available for completed stages. If we are unable to complete an agreed engagement due to circumstances on our side, we will refund fees proportionate to work not delivered.

7. Service Delivery Terms

Timelines stated for each arrangement are estimates and may vary depending on client availability and the complexity of the setup discovered during engagement. We will communicate any changes to expected timelines as early as possible.

For the Connected Support & Quarterly Review arrangement, the quarterly review schedule is agreed at the start of the arrangement and may be adjusted by mutual written agreement. Priority support is provided by email during office hours (Monday to Friday, 9am–6pm).

We do not provide ongoing technical support for third-party helpdesk platforms beyond the scope agreed in the engagement. Platform-related issues should be directed to the relevant software provider.

8. Disclaimers

Our services are provided on a professional best-efforts basis. We make no representations about specific business outcomes, revenue improvements, or customer satisfaction metrics. Results depend on many factors outside our control, including how consistently the client uses the configured system.

We are not affiliated with or resellers of any helpdesk software platform. Tool recommendations are provided for guidance only, and we are not responsible for the terms, pricing, or performance of third-party platforms.

9. Limitation of Liability

To the extent permitted by Malaysian law, our total liability for any claim arising from or related to the services shall not exceed the total fees paid by the client for the specific engagement giving rise to the claim.

We are not liable for indirect, consequential, or incidental losses, including loss of data, loss of revenue, or loss of business opportunity. Force majeure events — including natural disasters, government action, or third-party service outages — may excuse us from timely performance.

10. Indemnification

You agree to indemnify and hold Pelangi Pintar harmless from any claims, losses, or expenses (including legal costs) arising from your misuse of our deliverables, your breach of these Terms, or your failure to comply with applicable laws including Malaysia's Personal Data Protection Act in your handling of your customers' data.

11. Termination

Either party may terminate an ongoing arrangement by providing 30 days' written notice. For project-based engagements, termination takes effect at the end of the current project stage.

On termination, all fees for work completed up to the date of termination become immediately payable. Deliverables produced up to that point will be provided to the client. Sections of these Terms that by their nature survive termination (including Clauses 5, 9, 10) will remain in effect.

12. Dispute Resolution

These Terms are governed by the laws of Malaysia. Any disputes should first be raised with us directly at legal@{{DOMAIN}}. We will make reasonable efforts to resolve the matter informally within 30 days.

If informal resolution is not achieved, disputes shall be referred to the courts of Johor Bahru, Malaysia, which shall have exclusive jurisdiction.

13. General Provisions

• Entire Agreement: These Terms, together with any written engagement agreement, constitute the entire agreement between the parties.
• Severability: If any provision is found unenforceable, the remaining provisions continue in full effect.
• Waiver: Failure to enforce any right does not constitute a waiver of that right.
• Assignment: You may not assign your rights under this agreement without our prior written consent.
• Notices: Formal notices should be sent by email to legal@{{DOMAIN}}.

14. Changes to These Terms

We may update these Terms from time to time. Updated Terms will be posted on this page with a revised date. For ongoing arrangements, we will notify clients of material changes at least 14 days in advance. Continued use of our services after the effective date constitutes acceptance of the updated Terms.

15. Contact

For any questions about these Terms: