Terms & Conditions

1. Definitions

"Agreement" means these Terms & Conditions as updated from time to time.
"Service" means the family matters information and communication support sessions, workbooks, and retainer programmes offered by Ravelknot.
"Session" means any individual facilitated appointment, series of appointments, or retainer period booked through Ravelknot.
"We / Us / Our" means Ravelknot, operating from 5 Jalan Raja Musa Aziz, 30300 Ipoh, Perak, Malaysia.
"User" / "You" means any individual who accesses our website or books or participates in a Session.
"Session Materials" means board photographs, strand lists, workbook pages, session minutes, and any other documents produced during a Session.

2. Acceptance of Terms

By using our website or booking a Session, you confirm that you are at least 18 years of age, have the legal capacity to enter into a binding agreement, and accept these Terms & Conditions in full. If you are booking on behalf of a household group, you confirm that all participants have agreed to these terms.

3. Service Description

Ravelknot provides structured facilitation and information organisation services for families and households. Our services include:

Situation Mapping Session: A two-hour facilitated session producing a board record and strand list.
Written Arrangements Workbook: A five-appointment process across ten weeks producing a private household workbook.
Extended Facilitation and Records Retainer: A six-month programme of monthly facilitated conversations and document indexing.

Services are delivered from our Ipoh office. Sessions are available to households based in Malaysia. Remote arrangements may be discussed on a case-by-case basis.

Important: Ravelknot does not provide legal advice, financial advice, medical advice, counselling, therapeutic services, or representation of any kind. Nothing produced in any Session has any formal legal or financial effect. We are not registered mediators, lawyers, or financial advisers.

4. Booking and User Responsibilities

To book a Session, you must provide accurate contact information and any details reasonably requested. You are responsible for:

Attending sessions at the agreed time, or providing at least 48 hours' notice if unable to attend
Ensuring that all participants in a Session have agreed to participate and to these Terms
Using Session Materials only for private household reference purposes
Not recording sessions without the prior written consent of all participants and Ravelknot
Behaving respectfully toward coordinators and other session participants

5. Intellectual Property

All website content, branding, methodology frameworks, and templates created by Ravelknot remain our intellectual property. Session Materials that are authored by the participants (such as workbook entries written in the family's own words) belong to the participating family. Templates and structural frameworks within the workbook remain Ravelknot's property; the content completed by participants is their own.

You may not reproduce, distribute, or commercially use Ravelknot's methodology, templates, or website content without written permission.

6. Fees and Payment

Session fees are as quoted at the time of booking, denominated in Malaysian Ringgit (RM). Current published fees:

Situation Mapping Session: RM 465
Written Arrangements Workbook: RM 1,940
Extended Facilitation and Records Retainer: RM 4,170

Payment terms and acceptable payment methods will be confirmed at the time of booking. Fees are subject to change; the fee confirmed at booking applies to that engagement.

Cancellation and Rescheduling

Sessions cancelled with more than 48 hours' notice may be rescheduled at no additional charge.
Sessions cancelled with less than 48 hours' notice may incur a cancellation fee as communicated at booking.
For multi-appointment formats, missed sessions without notice may be forfeited without refund.
Refund requests for bookings not yet commenced will be considered on a case-by-case basis.

7. Session-Specific Terms

All Formats

Sessions are conducted under a written session brief agreed before the appointment
Session Materials are provided to participants at or immediately following each session
Ravelknot retains session notes only for coordination continuity during multi-session formats

Written Arrangements Workbook

The workbook is private, unfiled, and non-binding
The six-month revision meeting is included in the fee and must be scheduled within 9 months of the final appointment

Extended Retainer

Monthly sessions will be scheduled in advance by mutual agreement
Document filing is clerical only — Ravelknot does not interpret, annotate, or advise on any document
At retainer close, all physical documents are returned to the family and Ravelknot's copies are deleted

8. Disclaimers

Our Services are provided for general organisational and informational purposes only. We make no representations that the use of our Services will produce any particular outcome for your household. Nothing in any Session, Session Material, practitioner directory, or communication from Ravelknot constitutes legal, financial, therapeutic, or professional advice of any kind.

The practitioner directory provided in some formats is for reference only. Ravelknot does not endorse, recommend, or warrant any listed professional, and we are not responsible for the services provided by any professional you contact through the directory.

9. Limitation of Liability

To the maximum extent permitted by Malaysian law, Ravelknot's liability to you in connection with any Session or our website is limited to the fee paid for the relevant Session. We are not liable for indirect, consequential, or special damages of any kind arising from use of our Services or website, including any decisions you make based on Session Materials.

Nothing in these Terms limits liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

10. Indemnification

You agree to indemnify and hold harmless Ravelknot, its coordinators, and staff from any claims, losses, or expenses (including reasonable legal fees) arising from your breach of these Terms, your use of our Services, or any misuse of Session Materials.

11. Termination

Either party may terminate a multi-session engagement with reasonable written notice. If Ravelknot terminates an engagement due to conduct that breaches these Terms, fees paid for sessions not yet delivered will be refunded on a pro-rata basis. If you terminate, refund entitlement will depend on the notice given and sessions already delivered.

Sections 5, 8, 9, 10, and 13 survive termination of any agreement.

12. Confidentiality

Ravelknot will not share session content, Session Materials, or personal information about participants with any third party without your written consent, except where required by Malaysian law. You agree not to disclose any coordination notes or internal Ravelknot documents that may be shared with you for session continuity purposes.

13. Governing Law and Dispute Resolution

These Terms are governed by the laws of Malaysia. Any dispute arising from these Terms or our Services will first be subject to good-faith negotiation. If not resolved within 30 days, either party may refer the dispute to the courts of Malaysia with jurisdiction in Perak.

14. General Provisions

Entire Agreement: These Terms, together with any session brief signed at booking, constitute the entire agreement between you and Ravelknot in relation to our Services.
Severability: If any provision of these Terms is found unenforceable, the remaining provisions continue in effect.
Waiver: Failure by Ravelknot to enforce any right does not constitute a waiver of that right.
Assignment: You may not assign your rights under these Terms. We may assign ours with reasonable notice.

15. Changes to These Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated "Last Updated" date. For bookings already in progress, the terms in effect at the time of booking apply unless both parties agree in writing to updated terms.

16. Contact

Ravelknot
5 Jalan Raja Musa Aziz, 30300 Ipoh, Perak, Malaysia
Phone: +60 5-806 3417
Legal enquiries: [email protected]