Terms of commission

These terms apply when you commission a diagnostic, clinic day, operator briefing, or exit conversation design from Service Studio (“we”, “us”) via this website or a written note to hello@servicestudio.click. By sending a request or paying a deposit you accept them.

The work

We provide professional reading and facilitation for membership-app churn. We do not sell software, hosting, or payment processing. Written briefs, scripts, and clinic notes are the deliverables named in the estimate. Oral comments in a session are part of the work but are not a separate product.

Acceptance

An engagement starts when we send a short written confirmation of dates, fee, and scope, and you pay any stated deposit. Marketing pages on this site are informational and do not themselves form a contract.

Your materials

You warrant that you may share the extracts and that leavers you ask us to contact have been introduced lawfully. You must redact identity card numbers and unnecessary contact fields before sending files. We may pause work if materials arrive unsafe.

Intellectual property

You keep your membership data. We keep our methods, question orders, and unbranded templates. The final brief written for you may be used inside your organisation. You may not republish it as a public report under our name without written permission. We may describe the industry and the shape of the problem in later field notes, without naming you, unless you ask us in writing not to.

Liability

We are not responsible for lost members, failed charges, or decisions you take after a brief. Our liability for a given engagement is limited to the fee paid for that engagement, except where Malaysian law forbids a limit. We do not warrant a particular retention outcome.

Confidentiality

We treat extracts and conversation notes as confidential and keep them only as described in the privacy notice. You treat our unpublished drafts as confidential until the brief is delivered.

Governing law

These terms are governed by the laws of Malaysia. Courts in Malaysia have exclusive jurisdiction, with a preference for proceedings that can be heard in Penang where practical.

Changes

We may update these terms on this page. Work already confirmed in writing follows the version in force on the confirmation date.