Terms & Conditions

1. Definitions

• "We / Us / Our / Tessera Point" refers to Tessera Point, 9 Jalan Padungan Utara, 93100 Kuching, Sarawak, Malaysia.
• "Services" refers to the clerical services for pension records and retirement documentation described on our website and in service confirmations.
• "Client / You / User" refers to the individual or household engaging our services or using our website.
• "Session" refers to an individual appointment or guided session carried out as part of a service engagement.
• "Deliverables" refers to the outputs produced as part of a service, including contents lists, summaries, working folders, master indexes and other written materials.
• "Agreement" refers to these Terms and Conditions together with any service confirmation or booking confirmation issued to the Client.

2. Acceptance of Terms

By submitting a contact form on our website, booking a session or engaging our services in any way, you agree to these Terms and Conditions. These terms apply to all use of our website and all services we provide.

Our services are intended for individuals aged 18 and over. If you are acting on behalf of another person (such as an elderly parent), you confirm that you have the authority to engage services on their behalf.

3. Service Description

Tessera Point provides clerical support for pension records and retirement documentation. Our three services are:

• Records Intake and Sorting Appointment (RM 470): On-site document sorting, labelling, condition photography and written summary.
• Guided Preparation Sessions (RM 1,180): Four guided sessions covering gathering, completing, assembling and tracking a retirement records submission.
• Family Records Continuity Programme (RM 3,900): Master index, climate storage recommendations, two family meetings, update protocol and a twelve-month review appointment.

All services are clerical in nature. We do not provide legal advice, financial advice or any assessment of entitlements. Our services are delivered in English. Services are primarily available to clients in Kuching, Sarawak.

4. Scope of Services and Limitations

The scope of each service is as described in Section 3 and in any service confirmation we issue. We do not undertake work outside the stated scope without first discussing and confirming an amendment to the agreement with the Client.

We are a clerical service only. We do not:

• Interpret pension rules or advise on eligibility
• Provide legal opinions or act as a legal representative
• Provide financial advice or commentary on entitlement amounts
• Submit documents to any office on behalf of the Client

When questions arise that fall outside our scope, we will say so and direct you to the appropriate office or professional.

5. Client Responsibilities

• Provide accurate contact and scheduling information when booking
• Ensure documents to be sorted or reviewed are available at the time of the session
• Inform us in advance of any special handling requirements for particularly fragile or sensitive items
• Use our website and services for lawful purposes only
• Not misrepresent your identity or the identity of the documents being handled

6. Payment Terms

All prices are stated in Malaysian Ringgit (RM). Payment is due as follows:

• Records Intake and Sorting Appointment: Payment in full prior to or on the day of the appointment.
• Guided Preparation Sessions: Payment in full prior to the first session.
• Family Records Continuity Programme: 50% deposit prior to the first family meeting; balance due prior to delivery of the master index.

We accept payment by bank transfer. Details are provided in the booking confirmation. Prices include all deliverables listed for each service and do not attract additional charges within the stated scope.

Cancellations: Appointments cancelled with less than 48 hours notice may be subject to a cancellation fee of up to 30% of the service price. Cancellations made with more than 48 hours notice will receive a full refund or a rescheduled appointment at no extra charge.

7. Document Handling

Original documents provided to us for sorting or review remain the property of the Client at all times. We do not retain original documents beyond the end of each session. Copies made during guided sessions are for the Client's use only.

Condition photographs taken during sessions are produced for the Client's record. We do not retain these photographs beyond the session unless the Client requests in writing that we hold a copy for a defined period.

8. Intellectual Property

All content on our website — including text, layout and visual design — is owned by Tessera Point and may not be reproduced without our written permission. Deliverables produced for a Client (contents lists, summaries, working folders, master indexes) are provided for the Client's personal use in connection with their retirement documentation and not for commercial reproduction.

9. Disclaimers

Our services are provided on an "as delivered" basis. We make reasonable efforts to sort, label and describe documents accurately. However:

• We do not warrant that the output of our clerical work will result in a successful pension submission or any particular outcome at any government office.
• We do not warrant the completeness of any document set — we can only work with what is presented to us.
• Our storage recommendations are advisory; we are not liable for deterioration of documents stored by the Client after delivery of our recommendations.

10. Limitation of Liability

To the extent permitted by Malaysian law, Tessera Point's total liability to a Client for any claim arising from our services is limited to the amount paid by the Client for the specific service giving rise to the claim.

We are not liable for indirect, consequential or incidental losses, including losses arising from decisions made by the Client or any third party on the basis of our deliverables.

Nothing in these terms excludes liability for fraud, wilful misconduct or any liability that cannot be excluded under Malaysian law.

11. Confidentiality

Information about the Client's documents and personal circumstances that we become aware of during a session is treated as confidential. We do not disclose this information to any third party except as required by law or with the Client's written consent.

12. Termination

Either party may terminate a service engagement before completion by giving written notice. Where we terminate without cause, we will refund amounts paid for services not yet delivered. Where the Client terminates, refunds are subject to the cancellation terms in Section 6.

We may decline to continue a service engagement where a Client's conduct is abusive or where continuing would require us to act outside our stated clerical scope.

13. Dispute Resolution

We prefer to resolve any dispute informally in the first instance. If you have a concern, please contact us at [email protected] and we will respond within 10 working days.

If a dispute cannot be resolved informally, these Terms are governed by the laws of Malaysia. Disputes shall be subject to the jurisdiction of the courts of Sarawak, Malaysia. Clients retain any rights under Malaysia's Consumer Protection Act 1999 that cannot be excluded by agreement.

14. General Provisions

• Entire agreement: These Terms, together with any service confirmation, constitute the entire agreement between us for the services described.
• Severability: If any provision is found unenforceable, the remaining provisions continue in full effect.
• Waiver: Failure to enforce any right under these Terms does not constitute a waiver of that right.
• Assignment: We may not assign our obligations under a service agreement without the Client's consent. Clients may not assign their rights without our written consent.

15. Changes to These Terms

We may update these Terms from time to time. The updated version will be published on our website with the revised date. Continued engagement of our services after a revision constitutes acceptance of the updated terms. We will make reasonable efforts to notify existing clients of material changes.

16. Contact

For any questions about these Terms, please contact:

Tessera Point
9 Jalan Padungan Utara, 93100 Kuching, Sarawak, Malaysia
Email: [email protected]
Phone: +60 82-419 736