Terms & Conditions

1. Definitions

• "Service" means any programme offered by Civic Loom, including the Public Service Navigation Session, the Form & Application Preparation Support package, and the Community Orientation Programme.
• "User" / "you" means any person who accesses our website or books or attends a session.
• "We / Us / Our" means Civic Loom.
• "Content" means all text, materials, handbooks, pathway sheets, and other outputs produced by Civic Loom.
• "Agreement" means these Terms and Conditions together with our Privacy Policy.

2. Acceptance of Terms

By submitting our contact form, booking a session, or making payment, you confirm that:

• You are at least 18 years of age, or have the consent of a parent or legal guardian.
• You have the legal capacity to enter into a binding agreement.
• You have read, understood and agree to these Terms and Conditions.

3. Service Description

Civic Loom provides information and orientation services to assist residents in understanding public service processes in Malaysia. Our services include:

• Public Service Navigation Session (RM 460): A 60-minute one-to-one session mapping relevant public-service pathways, with a printed pathway sheet and one follow-up email included.
• Form & Application Preparation Support (RM 1,900): A two-week package covering up to three applications, comprising two 45-minute sessions and message support in between.
• Community Orientation Programme (RM 4,400 per person): A six-week small-group programme covering everyday local services, including a printed handbook, a guided service-centre visit, and three months of group chat access.

Important limitation: Civic Loom provides information and preparation support only. We do not act as agent, representative or advocate for any client before any government body, agency, court or regulatory authority. All applications, submissions and dealings with public bodies remain the sole responsibility of the client.

4. User Responsibilities

When using our services, you agree to:

• Provide accurate and complete information during intake and sessions.
• Attend or connect to scheduled sessions punctually; sessions that begin late due to the client will conclude at the original scheduled end time unless otherwise agreed.
• Use our services for lawful purposes only.
• Not record sessions without the prior written consent of Civic Loom.
• Not use our content or materials for commercial redistribution.
• Respect the privacy of other programme participants, particularly in group settings.

5. Payment Terms

Fees are quoted in Malaysian Ringgit (RM) and are payable in full prior to or at the commencement of the first session in a package, unless otherwise agreed in writing.

Cancellations and rescheduling:

• Cancellations made more than 48 hours before a scheduled session: full refund less any payment processing fees.
• Cancellations made within 48 hours of a scheduled session: a session credit is offered for rescheduling; no cash refund.
• No-shows without notice: the session is forfeited.
• If Civic Loom cancels a session due to circumstances on our side, a full refund or complimentary rescheduling will be offered.

These terms may be varied in writing by agreement between both parties.

6. Intellectual Property

All content on our website and all materials produced during sessions — including pathway sheets, handbooks, and written notes — are the intellectual property of Civic Loom unless otherwise stated. We grant you a personal, non-exclusive, non-transferable licence to use session materials for your own administrative purposes.

You may not reproduce, distribute, or commercially use any Civic Loom materials without prior written permission.

7. Disclaimers

Our services are provided for informational and preparation purposes only. Civic Loom:

• Does not provide legal, financial, medical or professional advice of any kind.
• Does not accept responsibility for outcomes of applications submitted by clients following our sessions.
• Does not warrant that information provided during sessions is exhaustive or that government processes will not change after a session takes place.
• Provides all services on an "as is" and "as available" basis without warranties of any kind, whether express or implied.

8. Limitation of Liability

To the maximum extent permitted by Malaysian law, Civic Loom's total liability to you for any claim arising from our services shall not exceed the amount paid by you for the specific session or programme from which the claim arises.

We are not liable for any indirect, consequential, special or incidental loss, including loss of opportunity, loss of data, or administrative costs arising from reliance on our services.

9. Termination

Either party may terminate a session engagement by giving written notice. If you terminate a package mid-way, refunds will be calculated on a pro-rata basis for unused sessions, less any applicable cancellation charges. Civic Loom reserves the right to terminate an engagement without refund if a client breaches these Terms or engages in conduct that makes continuation impractical.

10. Dispute Resolution and Governing Law

These Terms are governed by and construed in accordance with the laws of Malaysia. Any dispute arising from these Terms or our services will first be addressed through good-faith negotiation between the parties.

If a dispute cannot be resolved informally within 30 days, it shall be submitted to the jurisdiction of the courts of Malaysia, with the courts of Kuala Lumpur having non-exclusive jurisdiction.

Malaysian consumer protection laws, including the Consumer Protection Act 1999, apply to the extent relevant to these terms.

11. General Provisions

• Entire agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and Civic Loom relating to our services.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.
• Waiver: Failure to enforce any provision is not a waiver of our right to enforce it in the future.
• Assignment: You may not assign your rights or obligations under these Terms to any third party without our written consent.

12. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via our website at least 14 days before taking effect. Continued use of our services after any update constitutes acceptance of the revised terms.