General terms

Eligibility to use our services

To use HartanahHub services you must be legally capable to enter into contracts in your jurisdiction and provide verifiable identification as required for property transactions in Malaysia. Example: non-resident purchasers may need to supply additional documentation and comply with the Malaysian foreign buyer notification process.

Users must be 18 years or older to enter into services with HartanahHub. Where a minor is involved in an estate matter, a legally authorised representative must act on their behalf and provide documentation to support authority to act.

Services must be used for lawful purposes only. If we detect activity inconsistent with legal conveyancing or that could facilitate fraud, we will suspend service access and report to authorities where required. Example: an instruction to obscure beneficial ownership triggers enhanced due diligence.

Certain services may be limited by local laws. HartanahHub operates primarily in Malaysia; clients outside Malaysia should confirm local legal constraints. Example: export of legal advice across borders may require local counsel in the recipient jurisdiction.

Account obligations

When you create an account with HartanahHub you agree to provide accurate information and to keep credentials secure. Accounts enable document platform, case tracking and communications with our legal coordination team.

You must ensure information provided is accurate and up-to-date. Practical scenario: a client updated ownership details after a transfer; timely update ensured correct stamping and avoided delays in title registration.

Protect your credentials and enable two-factor authentication where available. If you suspect unauthorised access, notify HartanahHub immediately so we can apply incident response procedures and isolate affected records.

Account credentials are personal and non-transferable without our written consent. Transfers of case responsibilities must be agreed and documented between parties and HartanahHub to maintain chain-of-custody and compliance.

If an account is compromised, report to support immediately. We will suspend access, contribute logs and advise on remediation steps. Example: after a suspected breach we revoked vouchers, reset access and restored documents from encrypted backups.

We may suspend accounts for breach of terms, suspected fraud, or legal obligations. We will notify the account holder with reasons and any required steps to reinstate access where appropriate.

Services provided

HartanahHub coordinates legal tasks associated with property transactions including due diligence, documentation preparation, liaison with land offices, and escrow coordination. Each engagement is scoped with a written service agreement outlining deliverables and timelines.

We may update services or processes to reflect legal changes or operational improvements. For active engagements we will communicate changes and propose adjustments to scope and fees with practical transition plans.

We strive for high availability but cannot ensure uninterrupted access. In planned maintenance or exceptional events we provide advance notice where possible. Example: system upgrades for secure document storage scheduled outside peak working hours to minimise disruption.

User conduct rules

Users must behave professionally and in accordance with applicable laws. The following rules apply to interactions with the platform and our staff.

• Do not submit fraudulent or forged documents; verified identity documents are required for conveyancing.
• Do not use the service to conceal beneficial ownership or to facilitate funds laundering; suspicious activity will be reported to competent authorities.
• Respect confidentiality: do not share access credentials or confidential case documents without explicit consent.
• Use communications channels responsibly; abusive or harassing behaviour toward staff may result in suspension of service.
• Provide accurate instructions and respond to reasonable requests for information needed to complete legal steps.
• Comply with tax, stamp duty and registration obligations relevant to transactions; we provide coordination but clients are responsible for statutory payments.
• Follow documented escalation procedures for disputes or service quality concerns so we can address issues efficiently.

User content and materials

You may upload documents, instructions and other materials necessary for legal coordination. Such content remains subject to your rights and responsibilities under these terms.

You retain ownership of documents and materials you provide, subject to any licences you grant us for processing. Example: client deeds remain the client's property while we hold copies for processing.

By uploading content, you grant HartanahHub a non-exclusive licence to use, store and process the materials for providing services and for compliance purposes, including sharing with third-party agents involved in your matter.

You are responsible for ensuring uploaded content is lawful and that you have authority to provide it. In a practical scenario, a vendor provided a power of attorney; we verified the document before acting on those instructions.

Requests to remove content will be assessed against legal and regulatory retention requirements. Example: transactional documents required for tax or registration may be retained for statutory periods even if removal is requested.

Intellectual property

All intellectual property associated with HartanahHub, including site content, tools and templates, is owned or licensed by HartanahHub. You may use provided templates for your transactions but must not republish or resell our proprietary materials without permission.

• Do not copy or redistribute proprietary tools or document templates for commercial reuse without a licence.
• Do not remove or alter copyright or activity notices on provided materials.
• Request permission in writing to reproduce substantial parts of HartanahHub content for publication or commercial use.

Paid services and fees

Certain coordination, advisory and documentation services are fee-based. Fees and payment terms are described in the engagement letter or invoice specific to each matter.

Pricing is based on scope, transaction complexity and required third-party disbursements. Example: cross-border title search and translation will incur additional fees documented in an itemised quote.

Payments are accepted by the methods indicated on invoices. In some cases an upfront retainer or staged payments linked to milestones are required to commence work.

If a subscription service is offered, terms will specify billing intervals, renewal rules and cancellation rights. Example: a property monitoring subscription renews monthly until cancelled and can be managed in your account dashboard.

Refunds, if any, are handled in accordance with the specific service agreement and after accounting for work already performed and third-party costs incurred.

Clients may cancel service orders subject to the cancellation terms in the engagement. Reasonable notice may be required for ceasing ongoing coordination work.

Clients are responsible for applicable taxes, duties and statutory fees related to transactions. Fees quoted may be exclusive of taxes unless stated otherwise.

We may adjust fees to reflect changes in scope or regulatory costs; changes for ongoing engagements will be communicated with justification and, where possible, transition arrangements.

Non-payment may result in suspension of services and recovery actions. We will provide notice and an opportunity to remedy before taking such steps.

Disclaimer

HartanahHub provides coordination and administrative legal support but does not replace independent legal advice where required. We document scenarios where independent counsel is appropriate, such as complex cross-border tax matters or contested title disputes, and recommend clients seek specific legal counsel.

Limitation of liability

To the maximum extent permitted by law, HartanahHub's liability for direct damages arising from our services is limited to fees paid for the specific service concerned. We are not liable for indirect, consequential or predictive losses. Example: we assist with document submission but cannot be held liable for delays caused by a third-party registry beyond our control.

Third-party providers

We may engage third-party specialists such as surveyors, translators and escrow agents. These providers act either as independent contractors or subprocessors; we select them based on documented vetting procedures and confidentiality agreements. Clients may be asked to approve specific third-party instructions.

Termination

Either party may terminate an engagement in line with the engagement agreement. On termination we will return or securely store documents as agreed and provide a final statement of work performed and outstanding fees.

Termination does not affect rights accrued prior to termination. We may retain records as required by law and for defence of any claims. Example: retention of transaction files for statutory periods after a concluded conveyancing matter.

Privacy and data protection

Our privacy policy governs processing of personal data. We implement access controls, encryption and retention schedules appropriate to the sensitivity of conveyancing records and regulatory requirements in Malaysia and applicable cross-border contexts.

Communications

We communicate by email, phone and in-platform messaging. Clients are responsible for secure handling of communications on their side. Examples of documented communications include instruction confirmations, milestone notices and case closure summaries.

Changes to terms

We may update these terms to reflect changes in law or service offerings. Significant changes are announced with the effective date and a summary of key effects. Clients with active engagements will receive direct notice and transition guidance.

Governing law

These terms are governed by the laws of Malaysia. For matters related to disputes over services provided in Malaysia, Malaysian courts have jurisdiction unless otherwise agreed in writing with the client.

Dispute resolution

We aim to resolve disputes by internal escalation and mediation. Example: a billing dispute was resolved through a three-step escalation and documented mediation resulting in an agreed adjustment. If unresolved, disputes may be submitted to arbitration or courts as provided in the engagement agreement.