Terms & Conditions

1. Definitions

• "Agreement" means these Terms & Conditions together with any programme description provided to you before a programme begins.
• "Silverfile", "we", "us", "our" means Silverfile, a business registered in Malaysia with its principal office at 40 Jalan Petaling, 50000 Kuala Lumpur.
• "You", "User", "Client" means the individual or household engaging our services or using our website.
• "Programme" means any of the three Silverfile service programmes: Orientation Consultation, Guided Filing Programme or Legacy Records Programme.
• "Session" means a scheduled meeting between a Silverfile coordinator and the Client, in person or by video call.
• "Programme Description" means the written document provided to a Client setting out the scope, sessions, inclusions and price of their chosen programme.

2. Acceptance of Terms

By using our website or engaging a programme, you confirm that:

• You are at least 18 years of age;
• You have the legal capacity to enter into this Agreement; and
• You accept these Terms & Conditions in full.

If you are acting on behalf of another person or household, you confirm that you have authority to bind them to this Agreement.

3. Description of Services

Silverfile provides administrative document coordination and general information services related to retirement records organisation. Our programmes are strictly non-regulated and educational in character. We do not:

• Provide financial advice or commentary on financial entitlements;
• Provide legal advice or act as a solicitor;
• Act as a tax agent, accountant or regulated professional;
• Take custody of original documents.

Services are delivered in the Klang Valley area of Malaysia. Video call sessions are available for Clients outside Kuala Lumpur by prior arrangement.

4. Programme Scope and Delivery

The scope of each programme, including the number and duration of sessions and what is included, is set out in the Programme Description provided before the programme begins. Changes to scope must be agreed in writing before additional work is undertaken.

We will make reasonable efforts to deliver sessions at agreed times. Where we need to reschedule, we will give as much notice as reasonably practicable. We ask the same of Clients. We do not impose penalties for rescheduling with reasonable notice (generally 48 hours or more for sessions, 7 days for programme start dates).

5. Payment

All prices are quoted in Malaysian Ringgit (RM). Programme prices are fixed as described on our website and in any Programme Description provided to you. There are no additional charges for sessions that run slightly beyond their scheduled duration.

Payment terms will be communicated at the time of engagement. We accept bank transfer and commonly used digital payment methods. All fees are inclusive of applicable taxes.

If you wish to withdraw from a programme before it begins, please contact us as early as possible. Cancellation terms specific to each programme are set out in the Programme Description. We handle cancellations reasonably and do not apply penalties where adequate notice has been given.

6. Client Responsibilities

To allow us to deliver each programme effectively, you agree to:

• Provide accurate information about your household's collection when requested;
• Be available for sessions at agreed times, or provide adequate notice if unable to attend;
• Complete any agreed between-session work within a reasonable time;
• Store all original documents safely — we are not responsible for documents in your possession;
• Take responsibility for acting on any open-questions register items, including engaging a qualified professional for regulated matters.

7. Intellectual Property

All programme materials, template packs, naming conventions, orientation documents and session summaries produced by Silverfile are provided for your household's personal use. You may not reproduce or share these materials commercially. All other content on our website, including text, design and structure, remains the intellectual property of Silverfile.

8. Disclaimers

Our programmes are educational and administrative in character. We make no representation that any output — including document maps, orientation documents or open-questions registers — will be sufficient for any particular legal, financial or regulatory purpose. You are responsible for taking appropriate professional advice on regulated matters.

Our website and its content are provided as general information only. We do not warrant that the website will be available at all times or that it is free of errors.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Silverfile's total liability to you for any claim arising from or relating to our services shall not exceed the total fees paid by you for the programme in question. We are not liable for indirect, consequential or special losses, including loss of documents or data arising from circumstances outside our reasonable control.

We are not liable for any regulated professional advice that you choose to take or not take on the basis of an open-questions register or other programme output.

10. Confidentiality

We treat all information shared by Clients during programmes as confidential. Programme notes are used solely for coordination within the programme and are not shared externally. Please refer to our Privacy Policy for full details of how personal data is handled.

11. Termination

Either party may terminate a programme by written notice. Where you terminate a programme partway through, fees for sessions already delivered are non-refundable unless otherwise agreed. Where Silverfile terminates a programme (for example, due to repeated missed sessions without notice), we will refund fees for sessions not yet delivered.

Clauses 8, 9, 10 and 13 of these Terms survive termination of the Agreement.

12. Force Majeure

Neither party will be in breach of the Agreement if performance is prevented by circumstances beyond their reasonable control, including public health events, acts of government or natural disasters. In such cases, both parties will make reasonable efforts to rearrange sessions or agree a suitable resolution.

13. Governing Law and Disputes

These Terms & Conditions are governed by the laws of Malaysia. Any dispute arising from or relating to these terms will first be subject to good faith discussion between the parties. If a resolution cannot be reached within 30 days, the dispute may be referred to mediation through the Malaysian Mediation Centre before any court proceedings are commenced.

The courts of Malaysia have jurisdiction over any dispute that cannot be resolved by agreement or mediation.

14. General Provisions

• Entire agreement: These Terms and any Programme Description constitute the entire agreement between us regarding the services described.
• Severability: If any provision is found to be unenforceable, the remaining provisions continue in full effect.
• Waiver: Failure to enforce any provision does not constitute a waiver of the right to enforce it later.
• Assignment: You may not transfer your rights under this Agreement without our prior written consent.
• Notices: Notices may be given by email to the address provided at the time of engagement.

15. Changes to These Terms

We may update these Terms from time to time. Changes will be posted on this page with a revised Last Updated date. For active programme clients, material changes will be communicated by email. Continued engagement with our services after the effective date of any change constitutes acceptance of the updated Terms.

16. Contact

For any legal enquiries relating to these Terms, please contact: