Terms & Conditions

In these Terms, the following words carry the meanings set out below:

• "Glasswing", "we", "us", "our" — refers to Glasswing, a business process documentation advisory firm based in Kuala Lumpur, Malaysia.
• "Client", "you", "your" — refers to any individual or organisation accessing the website or engaging our services.
• "Services" — refers to the process documentation advisory engagements described on this website, including the Process Capture Session, Documentation Advisory, and Process Library Programme.
• "Agreement" — the contract formed between Glasswing and a Client when services are formally engaged.
• "Content" — all text, documents, templates, outlines, playbooks, and materials produced or provided through the Services.
• "Website" — the site operated at {{DOMAIN}}.

By using this website or engaging our services, you confirm that you have read and agree to these Terms. If you do not agree, please do not use this website or proceed with an engagement.

You represent that you are at least 18 years of age and have full capacity to enter into a legally binding agreement. Where you act on behalf of an organisation, you represent that you have authority to bind that organisation.

Glasswing provides business process documentation advisory services to organisations in Malaysia and, where agreed, internationally. Our Services include facilitated sessions, written process documentation, templates, and coaching engagements as described at the time of purchase.

We make reasonable efforts to deliver services as described, though the scope, schedule, and outputs may be refined by mutual agreement prior to or during an engagement.

Service availability is subject to scheduling and may vary. We do not warrant continuous or uninterrupted access to the website.

When using this website or engaging our services, you agree to:

• Provide accurate and complete information when making enquiries or entering agreements
• Use the website and service outputs for lawful purposes only
• Cooperate in good faith during advisory sessions and engagements
• Maintain the confidentiality of any credentials or access provided

You agree not to:

• Attempt to gain unauthorised access to any part of the website or its infrastructure
• Use automated tools to scrape or collect content from the website
• Reproduce or redistribute service materials without written permission
• Misrepresent your identity, authority, or affiliation
• Use the website in any way that interferes with its normal operation

All website content, methodologies, frameworks, templates, and materials produced by Glasswing remain the intellectual property of Glasswing unless otherwise agreed in writing.

Upon full payment of an engagement, Glasswing grants the Client a non-transferable licence to use the process documents and templates produced for that engagement within their own organisation. This licence does not permit resale, redistribution, or sublicensing of the materials.

Process knowledge and information provided by the Client during sessions remains the property of the Client. Glasswing will not share or repurpose client-specific content without consent.

Service fees are quoted in Malaysian Ringgit (MYR) and are set out on our website. Prices are subject to change; the fee applicable to an engagement is confirmed at the time of agreement.

Payment terms and accepted methods will be confirmed in your service agreement. Engagements commence once payment terms have been agreed and any initial deposit received.

Where an engagement is discontinued at the Client's request, fees for sessions already delivered are not refunded. We will discuss reasonable adjustments in good faith if circumstances change.

Any applicable taxes, including SST where required, are the responsibility of the Client unless otherwise stated.

Each service engagement is scoped based on the service tier selected and any specific requirements agreed upon before commencement. The number of sessions, deliverables, and timelines are as described at the point of engagement.

Sessions are scheduled by mutual agreement. Where a Client needs to reschedule, reasonable notice (at least 48 hours) should be provided. Glasswing reserves the right to apply a rescheduling fee for repeated late changes.

All documentation produced is based on information provided by the Client. The quality and completeness of outputs depends in part on the Client's participation and the accuracy of information shared.

Glasswing does not guarantee specific operational outcomes from the use of the documents or frameworks produced. Service outputs are advisory in nature.

The website and its content are provided on an "as available" basis. We do not warrant that the site will be free from errors, interruptions, or security vulnerabilities.

Our services are operational and advisory in nature. They do not constitute professional advice in regulated fields such as law, finance, accounting, or healthcare. Clients should seek appropriately qualified professionals for any regulated matter.

While we aim to provide well-structured documentation outputs, we make no representations about the outcomes that may result from implementing the processes or frameworks we help document.

To the fullest extent permitted under Malaysian law, Glasswing's liability arising out of or in connection with an engagement is limited to the total fees paid by the Client for that specific engagement.

Glasswing shall not be liable for indirect, consequential, or incidental losses, including but not limited to loss of revenue, loss of data, or business interruption, even if advised of the possibility of such losses.

Nothing in these Terms excludes liability for fraud, gross negligence, or any other matter where exclusion is not permitted by law.

You agree to indemnify and hold Glasswing, its personnel, and associated parties harmless from any claims, losses, or expenses (including reasonable legal costs) arising from your breach of these Terms, your misuse of the website or service outputs, or any content or information you provide that is inaccurate or unlawful.

Either party may end an engagement by written notice. Where Glasswing terminates due to a Client's material breach or non-payment, outstanding fees for work completed remain due.

Where a Client terminates an engagement in progress, fees for sessions already delivered are not refunded, and we will discuss a fair arrangement for any partially completed deliverables.

On termination, each party retains any intellectual property they owned before the engagement, and the Client retains any completed documents delivered to them.

• Entire agreement: These Terms, together with any service agreement, constitute the entire agreement between the parties on the relevant subject matter.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full effect.
• Waiver: Failure to enforce any provision does not constitute a waiver of our rights to do so in future.
• Assignment: You may not assign your rights or obligations under these Terms without our written consent. We may assign our rights in connection with a business transfer.
• Notices: Formal notices should be sent to the contact address below or by email to legal@{{DOMAIN}}.

We may update these Terms from time to time. The revised version will be published on this page with an updated date. For material changes, we will make reasonable efforts to notify active clients.

Continued use of the website or active engagement with our services following a posted update constitutes acceptance of the revised Terms.