Terms & Conditions

1. Definitions

In these Terms and Conditions, the following terms carry the meanings set out below:

• "Company", "We", "Us", "Our" refers to Mutiara Labs, operating from 56 Jalan Telawi 3, Bangsar Baru, 59100 Kuala Lumpur, Malaysia.
• "Client", "You", "Your" refers to any individual or organisation engaging our services or accessing our website.
• "Services" refers to the AI consulting, training, and monitoring services offered by Mutiara Labs as described on our website.
• "Agreement" refers to these Terms & Conditions, together with any project proposal or engagement letter mutually agreed in writing.
• "Deliverables" refers to any documentation, reports, frameworks, or materials produced by Mutiara Labs for the Client in the course of an engagement.
• "Confidential Information" refers to non-public data, business information, or materials shared by either party during an engagement.

2. Acceptance of Terms

By submitting an enquiry, entering into an engagement, or accessing our website, you confirm that:

• You are at least 18 years of age and legally capable of entering a binding agreement
• You are authorised to represent any organisation on whose behalf you are acting
• You have read and agree to be bound by these Terms & Conditions

These Terms apply to all interactions with Mutiara Labs unless a separate written agreement has been signed between the parties, in which case that agreement takes precedence.

3. Service Description

Mutiara Labs provides professional services in the field of artificial intelligence business integration, including:

• AI for Supply Chain Optimisation — consulting engagements covering demand forecasting, inventory analysis, logistics routing, and supplier risk assessment
• Generative AI Awareness Program — structured educational programs for professional teams on the capabilities and responsible application of generative AI tools
• AI Model Performance Monitoring — ongoing or periodic monitoring frameworks for deployed AI systems, including drift detection and performance dashboards

Service availability is subject to capacity and scheduling. We will communicate expected timelines during the proposal stage and work with you to accommodate your organisational calendar where possible.

4. Engagement and Project Terms

Scope of Work

Each engagement is defined by a scope discussed and agreed prior to commencement. Changes to the agreed scope during an engagement may affect timelines and fees; any such changes will be communicated and documented before additional work proceeds.

Timelines

Estimated timelines are provided in good faith based on the information available at the proposal stage. Delays caused by incomplete data access, changes in client-side personnel, or factors outside our reasonable control may require timeline adjustments.

Client Cooperation

Successful delivery depends on timely access to relevant data, systems, and personnel as agreed. We will flag any access gaps as early as possible to allow the client to address them.

5. User Responsibilities

When engaging Mutiara Labs or using our website, you agree to:

• Provide accurate and complete information when submitting enquiries or during engagements
• Not misrepresent your identity or the nature of your organisation's requirements
• Use our website and deliverables for lawful purposes only
• Not reproduce, distribute, or commercially exploit our deliverables beyond the agreed scope
• Maintain appropriate data security practices when sharing data with us during engagements

6. Payment Terms

Fees

Service fees are quoted in Malaysian Ringgit (MYR/RM) and are set out in the relevant proposal or engagement letter. Published website prices are indicative and subject to adjustment based on engagement scope, complexity, and duration.

Payment Schedule

Unless otherwise agreed in writing, the following payment structure applies:

• A deposit of 50% is due upon acceptance of the engagement proposal
• The remaining balance is due upon completion of the final deliverable or the final session
• For ongoing monitoring services, fees are invoiced on a quarterly basis in advance

Late Payment

Invoices not settled within 30 days of the due date may be subject to a late payment fee or a temporary pause in service delivery. We will communicate any such actions before applying them.

Refunds

Refund requests made before work commences will be assessed on a case-by-case basis. Once an engagement is underway, refunds are not available for completed phases. If we are unable to deliver an agreed service due to circumstances on our end, a proportional refund will be offered.

7. Intellectual Property

Our IP

All methodologies, frameworks, training content, templates, and proprietary processes used by Mutiara Labs remain the intellectual property of Mutiara Labs. Use of these materials by the client is limited to internal business purposes related to the engagement.

Client IP

Data, documents, and information provided by the client for the purposes of an engagement remain the client's property. We will not use client-provided data for any purpose beyond the agreed scope.

Deliverables

Upon full payment, clients receive a non-exclusive, non-transferable licence to use the deliverables produced for their engagement for internal business purposes. Resale or redistribution of deliverables is not permitted without prior written consent.

8. Confidentiality

Both parties agree to treat all Confidential Information received during an engagement with appropriate discretion. Confidential Information will not be disclosed to third parties except where required by law or with the other party's prior written consent.

This obligation continues for a period of two years following the conclusion of any engagement, or longer if specified in a separate confidentiality agreement.

9. Disclaimers

Mutiara Labs provides professional consulting and training services based on current knowledge, industry standards, and the information made available during each engagement. However:

• We do not warrant that any AI implementation, recommendation, or training outcome will achieve specific business results
• AI tools and methodologies evolve rapidly; our guidance reflects the state of practice at the time of delivery
• Our website content is provided for general informational purposes and does not constitute a binding commitment
• We are not responsible for outcomes resulting from client decisions made independently of our recommendations

10. Limitation of Liability

To the extent permitted under Malaysian law, Mutiara Labs' total aggregate liability arising from any engagement shall not exceed the total fees paid by the client for that specific engagement.

We shall not be liable for indirect, incidental, or consequential losses including but not limited to loss of revenue, data loss, or reputational damage, except where such losses arise from our wilful misconduct or gross negligence.

Nothing in these Terms limits liability for personal injury, fraud, or any matter where limitation of liability is not permitted by law.

11. Indemnification

You agree to indemnify and hold harmless Mutiara Labs, its consultants, and associates from any claims, losses, or expenses arising from your misuse of our services, your violation of these Terms, or your infringement of any third-party rights in connection with an engagement.

12. Termination

Either party may terminate an engagement by providing 14 days' written notice. In the event of termination:

• The client is responsible for fees corresponding to work completed up to the termination date
• Any prepaid amounts for uncompleted phases will be refunded on a proportional basis
• Confidentiality and IP obligations survive termination

We reserve the right to terminate an engagement immediately where a client's conduct creates legal, ethical, or reputational risk for Mutiara Labs, with fees settled for completed work.

13. Dispute Resolution

These Terms are governed by the laws of Malaysia. In the event of a dispute, the parties agree to first attempt resolution through good-faith discussion within 30 days of the dispute arising.

If informal resolution is not achieved, disputes shall be referred to mediation in Kuala Lumpur before proceeding to formal legal action. The courts of Malaysia shall have jurisdiction over any unresolved matters.

14. General Provisions

• Entire Agreement: These Terms, together with any signed proposal or engagement letter, constitute the entire agreement between the parties for the relevant engagement.
• 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 does not constitute a waiver of that provision.
• Assignment: You may not assign your rights or obligations under these Terms without our prior written consent.
• Notices: Formal notices should be sent in writing to the contact details listed in Section 16.

15. Changes to These Terms

We may revise these Terms from time to time to reflect changes in our services, practices, or applicable law. The updated Terms will be published on this page with a revised "Last Updated" date. Where changes are material, we will make reasonable efforts to notify active clients. Continued use of our services after changes are published constitutes acceptance of the updated Terms.

16. Contact Information

For questions regarding these Terms & Conditions, please contact: