Terms & Conditions

1Definitions

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

"Sentosa", "we", "us", "our" refers to Sentosa, a home coordination business registered in Malaysia with a principal place of business at No. 14, Jalan Raja Chulan, 50200 Kuala Lumpur.
"You", "User", "Client" refers to any individual or family who contacts us, uses our website, or engages our arrangements.
"Arrangements" or "Services" refers to the home coordination services offered by Sentosa, including Everyday Meal Planning & Grocery Coordination, Festive & Occasion Support, and Family Coordination & Information Service.
"Agreement" refers to the written or verbal confirmation between Sentosa and a Client regarding the scope, pricing, and delivery of an arrangement.
"Website" refers to the Sentosa website accessible at https://sentosana.club.

2Acceptance of Terms

By accessing our website, submitting a contact form, or engaging any of our arrangements, you confirm that:

You are at least 18 years of age or have the legal capacity to enter into a binding agreement in Malaysia.
You have read and understood these Terms and Conditions.
You agree to be bound by these terms.

If you do not agree with any part of these terms, please do not use our website or engage our services.

3Service Description

Sentosa provides home coordination arrangements for families with older relatives in Kuala Lumpur, Malaysia. Our services include:

Weekly meal planning and grocery coordination (RM 520 per week)
Festive and occasion support (RM 2,300 per occasion)
Family coordination and information service (from RM 4,500)

Services are available within the Klang Valley region unless otherwise agreed in writing. Availability may vary based on capacity and scheduling. Sentosa reserves the right to decline or limit service delivery in specific circumstances.

4Your Responsibilities

When engaging Sentosa's services, you agree to:

Provide accurate, complete, and current information about the household and the older relative's needs.
Notify us promptly of any changes to the household situation that may affect the arrangement.
Designate a named family contact who is available to receive updates and communicate decisions.
Not use our services for any unlawful purpose or in any way that may harm third parties.
Treat Sentosa staff and any third-party partners involved in delivery with courtesy and respect.

5Intellectual Property

All content on the Sentosa website — including text, design elements, images, and service documentation — is the property of Sentosa or its licensors. You are granted a limited, non-exclusive, non-transferable licence to access and use the website for personal, non-commercial purposes.

You may not reproduce, copy, redistribute, or commercially exploit any content from this website without prior written consent from Sentosa.

6Payment Terms

All prices are stated in Malaysian Ringgit (RM) and are inclusive of applicable service charges unless otherwise specified.

Payment for weekly arrangements is due in advance of each weekly cycle.
Payment for occasion-based arrangements is due in full prior to the occasion date.
Payment for family coordination arrangements follows the schedule outlined in your individual Agreement.

Accepted payment methods will be confirmed at the time of engagement. Invoices not settled within 7 days of the due date may result in a pause or suspension of the arrangement.

Cancellations: Written cancellation with at least 5 business days' notice will receive a full refund for prepaid services not yet delivered. Cancellations with less notice will be assessed case by case, and refunds may be partial or unavailable where preparation work has begun.

7Service Delivery

Sentosa will make reasonable efforts to deliver services as described in the agreed arrangement. However:

All scopes are outlined in writing before the arrangement begins and may be adjusted by mutual agreement.
Any changes requested by the client that fall outside the agreed scope may require a revised arrangement and updated pricing.
Sentosa does not provide medical, nursing, or clinical support. Our role is coordination and household organisation only.
Service delivery may be affected by circumstances outside our reasonable control, including public holidays, weather, or supply disruptions.

8Disclaimers

Our website and services are provided on a reasonable-efforts basis. Sentosa does not warrant that:

The website will be available without interruption or error at all times.
Any specific outcome will result from using our coordination services.
Information provided on the website is always current, complete, or free from error.

Sentosa is a coordination service and does not provide professional medical, legal, financial, or nutritional advice. Any information shared as part of our services is for practical coordination purposes only.

9Limitation of Liability

To the fullest extent permitted by Malaysian law, Sentosa's total liability to you for any claim arising from these terms or our services shall not exceed the total fees paid by you for the arrangement in question during the preceding three months.

Sentosa shall not be liable for any indirect, incidental, consequential, or punitive damages, including loss of profit, loss of data, or loss of business opportunity, whether or not we have been advised of the possibility of such damages.

Nothing in these terms limits liability for fraud, death, or personal injury caused by our negligence, to the extent such limitation would be unlawful under the laws of Malaysia.

10Indemnification

You agree to indemnify and hold Sentosa, its team members, and associated service partners harmless from any claims, liabilities, damages, or costs (including reasonable legal fees) arising from your breach of these terms, your misuse of our services, or any information you have provided to us that is inaccurate or misleading.

11Termination

Either party may end an ongoing arrangement by providing written notice of at least 7 days. Sentosa may suspend or terminate services immediately where:

Payment obligations are not met after reasonable notice.
There is a breach of these terms that cannot be reasonably remedied.
The safety or wellbeing of Sentosa staff or associated partners is at risk.

On termination, fees for services delivered up to the termination date remain payable. Prepaid amounts for undelivered services will be refunded on a pro-rata basis, subject to the cancellation terms in Section 6.

12Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia. In the event of a dispute, the parties agree to first attempt informal resolution by contacting Sentosa directly at [email protected].

If informal resolution is unsuccessful within 30 days, the parties may refer the matter to mediation under the Malaysian Mediation Act 2012 before commencing formal legal proceedings. Any unresolved disputes shall be subject to the exclusive jurisdiction of the courts of Malaysia.

13General Provisions

Entire Agreement: These terms, together with any written arrangement scope agreed between the parties, constitute the entire agreement between you and Sentosa.
Severability: If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force.
Waiver: Sentosa's failure to enforce any provision at any time does not constitute a waiver of that provision.
Assignment: You may not transfer your rights under these terms without prior written consent from Sentosa.
Notices: Formal notices to Sentosa should be sent in writing to [email protected] or to our registered address.

14Changes to These Terms

Sentosa may update these terms from time to time. When changes are made, the "Last Updated" date at the top of this page will be revised. We will endeavour to notify active clients of significant changes by email where possible.

Your continued use of our website or services after the revised terms take effect constitutes your acceptance of the changes. If you do not agree with updated terms, please contact us to discuss your options before the effective date.