Terms & Conditions

1. Definitions

• "Soft Anchor", "we", "us", "our" — the service operator, operating from 19 Jalan Merdeka, Taman Melaka Raya, 75000 Melaka, Malaysia.
• "Services" — the Preparation Conversation, the Facilitated Series, and the Records and Facilitation Programme, as described on our website and in our service scope notes.
• "Client", "you", "your" — the individual or household that engages Soft Anchor for a Service.
• "Session" — any single meeting, facilitated or preparatory, conducted as part of a Service.
• "Materials" — written outputs produced during a Service, including preparation sheets, session summaries, agendas, minutes, indexed registers, and handover packs.
• "Agreement" — these Terms and Conditions together with any written scope note agreed before a Service begins.

2. Acceptance of Terms

By booking a Service or submitting the contact form on our website, you confirm that you have read and agree to these Terms and Conditions. You must be at least 18 years of age and have the legal capacity to enter into this Agreement. If you are booking on behalf of another person or a household, you confirm that you have authority to do so.

3. Service Description

Soft Anchor provides communication preparation support and neutral facilitation for family conversations, together with clerical organisation of family paperwork in the Records and Facilitation Programme. Our Services are described in full on our website and in the written scope note provided before any Service begins.

Our Services are available to clients based in Melaka, Malaysia, and are delivered in person at our premises or at a venue agreed in writing before the Service begins. We do not currently deliver Services via video call or outside Malaysia.

Our Services do not include legal advice, financial advice, counselling, mediation, or any activity that requires a professional licence under Malaysian law. Where a situation requires a licensed professional, we will say so and refer you to our practitioner directory.

4. User Responsibilities

When using our Services, you agree to:

• Attend sessions at the agreed time and location, or give at least 48 hours' notice if you need to reschedule.
• Engage with the process in good faith and allow other participants to speak without interruption beyond what the coordinator permits.
• Not record any session by audio, video, or other means without the written consent of all participants and Soft Anchor.
• Not use any Materials produced during a Service for any purpose other than your own family's internal use and communication with qualified professionals.
• Provide complete and accurate information when booking and when completing any intake forms.

5. Intellectual Property

Our website content, including text, design, and templates used in our services, is the property of Soft Anchor. You may not reproduce or distribute website content without our written permission.

Materials produced during your Service engagement — preparation sheets, session minutes, indexed registers — are produced for your use and belong to you upon handover. You may share them with qualified professionals advising your family. You may not publish or commercially distribute them.

6. Payment Terms

All fees are quoted in Malaysian Ringgit (RM) and are payable in advance of the first session, unless otherwise agreed in writing. Current fees are:

• Preparation Conversation: RM 450
• Facilitated Series: RM 1,300
• Records and Facilitation Programme: RM 3,690

Payment may be made by bank transfer. A written receipt will be provided for all payments received.

Cancellations: If you cancel more than 48 hours before the first session, we will refund the full fee paid. If you cancel within 48 hours of the first session, a cancellation fee equivalent to one session's cost (calculated pro rata from the programme fee) applies. Subsequent sessions within a programme that are cancelled with less than 24 hours' notice will not be rescheduled without payment of a rescheduling fee of RM 100 per session.

7. Service-Specific Terms

Scope of each Service is confirmed in a written scope note agreed before work begins. Changes to scope during a Service require written agreement from both parties. Soft Anchor will not expand the scope of a Service beyond what is agreed without your written direction.

For the Records and Facilitation Programme, all documents provided to Soft Anchor for organisation remain your property at all times. They will be returned in the handover pack at the close of the programme. Soft Anchor does not retain copies of any document provided by a client.

8. Disclaimers

Our Services are provided as communication preparation and facilitation support only. We make no representation that participation in any Service will produce any particular outcome, resolution, or agreement between family members.

Nothing in our Services constitutes legal, financial, medical, or professional advice of any kind. Materials produced in our Services are records of what was said and agreed within sessions; they are not legal documents, do not have formal legal standing, and should not be relied upon as substitutes for advice from a qualified professional.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Soft Anchor's liability to you in connection with any Service is limited to the total fee paid by you for that Service.

We are not liable for any indirect, consequential, or special damages arising from your use of our Services, including loss of business opportunity, loss of anticipated savings, or the outcome of any family negotiation or legal process.

10. Indemnification

You agree to indemnify and hold Soft Anchor harmless from any claim, loss, or expense arising from your breach of these Terms, your misuse of our Materials, or any misrepresentation you make in connection with our Services.

11. Termination

Either party may terminate a Service engagement at any time by giving written notice. If you terminate after the first session, fees for sessions already completed are non-refundable. If Soft Anchor terminates the engagement due to a breach of these Terms by you, fees paid for uncompleted sessions will be refunded within 14 days.

Sections 5, 8, 9, 10, and 12 of these Terms survive termination of any Service engagement.

12. Dispute Resolution

These Terms are governed by the laws of Malaysia. Any dispute arising from these Terms or our Services will first be referred to informal resolution by contacting us at [email protected]. We will endeavour to respond within 14 days.

If informal resolution is not achieved within 30 days, the dispute may be referred to the Courts of Malaysia. The courts of Melaka, Malaysia will have jurisdiction over any dispute that cannot be resolved informally.

13. General Provisions

• Entire agreement: These Terms, together with any written scope note, constitute the entire agreement between you and Soft Anchor in respect of the Services.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions continue in full force.
• Waiver: Failure by either party to enforce any provision of these Terms does not constitute a waiver of that provision.
• Assignment: You may not assign your rights under these Terms to a third party. Soft Anchor may assign its obligations to a suitably qualified coordinator without notice.
• Notices: Written notices under these Terms may be sent by email to the address provided at booking or to [email protected].

14. Changes to These Terms

We may update these Terms from time to time. The date at the top of this page shows when they were last revised. For existing clients with an active Service engagement, changes will not affect the terms that apply to that engagement unless you agree to the updated Terms in writing.

15. Contact

Soft Anchor

19 Jalan Merdeka, Taman Melaka Raya, 75000 Melaka, Malaysia

Legal enquiries: [email protected]