Terms & Conditions

1. Definitions

"Service" means any of the clerical and informational support services offered by Longhand, including Document Retrieval Assistance, Household Records Retainer, and the Community Records Literacy Programme.

"User" means any person who visits our website or enters into a service engagement with us.

"We / Us / Our" refers to Longhand.

"Agreement" means the written service agreement issued to each client at the start of an engagement, together with these Terms and Conditions.

"Content" means all text, documents, summaries, indexes, and correspondence prepared by Longhand as part of a service engagement.

2. Acceptance of Terms

By submitting an enquiry via our website, by entering into a written service agreement with us, or by attending an appointment at our office, you confirm that you have read and agree to these terms. Our services are available to individuals aged 18 and above who have the legal capacity to enter into a binding agreement.

3. Description of Services

Longhand provides clerical and informational support services related to pension records, retirement correspondence, and personal document management. Our services are strictly non-legal and non-financial. We do not provide legal advice, financial advice, entitlement opinions, or representation before any authority or tribunal.

Services are available primarily to clients based in Malaysia. Community sessions may be available to organisations outside Melaka state subject to travel arrangements being agreed in writing.

4. Service Scope and Changes

The scope of each engagement is set out in a written service agreement issued before work begins. Any variation to scope, timeline, or price must be agreed in writing by both parties before additional work is undertaken. We will not commence work outside the agreed scope without prior written confirmation from you.

5. User Responsibilities

When engaging our services, you agree to:

• Provide accurate and complete information about your documentation needs
• Provide written authorisation before any submission is made on your behalf
• Retain copies of any original documents you provide to us
• Notify us promptly of any change in your contact details or circumstances relevant to your engagement
• Not use our website in any way that could damage, disable, or impair it
• Not use our services for any unlawful purpose

6. Intellectual Property

All content on our website — including text, layout, and design — is the property of Longhand and may not be reproduced without written permission. Documents, summaries, indexes, and correspondence prepared as part of your engagement are provided for your personal use. The underlying working methods and templates remain the property of Longhand.

7. Payment Terms

All prices are stated in Malaysian Ringgit (RM). The fee for each service is as set out in the written service agreement. Payment terms are:

• A 50% deposit is required before any work begins
• The remaining balance is due upon delivery of the completed engagement output
• Payment may be made by bank transfer to the account details provided in the service agreement

If you wish to cancel an engagement before it begins, the deposit is refundable in full if notice is given more than five working days before the first scheduled appointment. Cancellation within five working days of the first appointment: 50% of the deposit is retained to cover preparatory work. Once an engagement is underway, fees paid are non-refundable except at Longhand's discretion in circumstances of documented serious error on our part.

8. Service Delivery Terms

We aim to meet all timelines set out in the written service agreement. If a delay is caused by a third party (such as a government agency's response time) or by circumstances beyond our control, we will notify you promptly and agree a revised timeline. Longhand is not liable for delays caused by third parties.

All summaries, indexes, and correspondence prepared by Longhand are for the client's personal use in connection with the engagement. They do not constitute legal documents and should not be presented as such to any authority.

9. Disclaimers

Longhand's services are clerical and informational only. We make no representation about the outcome of any request, submission, or correspondence made in connection with our services. The receipt or non-receipt of records from a third party is outside our control and does not give rise to a claim against Longhand.

Our website and its content are provided on an as-available basis. We do not warrant that the site will be uninterrupted or error-free.

10. Limitation of Liability

To the extent permitted by Malaysian law, Longhand's total liability to you in connection with any engagement shall not exceed the fee paid by you for that engagement. We are not liable for any indirect, consequential, or special loss arising from our services or from your reliance on information provided by us.

Nothing in these terms limits our liability for fraud, personal injury caused by our negligence, or any liability that cannot be excluded by law.

11. Indemnification

You agree to indemnify and hold Longhand harmless from any claim, loss, or expense arising from your breach of these terms, your misuse of our services, or any information you provide that is inaccurate or misleading.

12. Termination

Either party may terminate an engagement by giving written notice. If Longhand terminates due to a material breach by the client, fees for work completed to the date of termination are payable. If a client terminates, fees for work completed are payable and any deposit for uncompleted work is handled in accordance with Section 7 above.

Provisions relating to intellectual property, liability, indemnification, and dispute resolution survive termination.

13. Dispute Resolution

These terms are governed by the laws of Malaysia. In the event of a dispute, the parties agree to first attempt informal resolution by written notice. If the dispute is not resolved within 30 days of the notice, either party may refer the matter to mediation or to the courts of Malaysia.

14. General Provisions

These terms, together with the written service agreement, constitute the entire agreement between you and Longhand for the relevant engagement. If any provision of these terms is found to be unenforceable, the remaining provisions continue in effect. No waiver of any right under these terms is effective unless in writing. These terms may be updated from time to time; the current version is published on this page.

15. Contact

Longhand
41 Jalan Tun Tan Cheng Lock, 75200 Melaka, Malaysia
Email: [email protected]
Telephone: +60 6-283 9174