Privacy Policy

1. Introduction

Sentara ("we", "us", "our") operates at No. 68, Jalan Burma, 10050 George Town, Pulau Pinang, Malaysia. We take the privacy of every family and individual who contacts or uses our services seriously. This policy explains what personal data we collect, why we collect it, how we use it, and what rights you have in relation to it.

This policy applies to all personal data collected through our website at https://sentari.club, through direct contact by phone or email, and in the course of providing our coordination services. If you have any questions about how we handle personal data, please write to us at [email protected].

2. Personal Data We Collect

We collect only the data that is reasonably necessary to understand your situation and deliver the coordination service you have requested. This may include:

• Contact details: Name, email address, and phone number of the family member or person enquiring about our services.
• Household information: Address and general layout details of the older relative's home, provided voluntarily during the onboarding process.
• Service coordination data: Schedules, appointment dates, errand requirements, and preferences shared to allow us to carry out the service.
• Communication records: Notes and written summaries generated in the course of providing check-in and update services.
• Website usage data: Anonymised data about how visitors interact with our website, collected through analytics cookies (where consent has been given).

Legal basis: We process personal data on the basis of your consent (for enquiries and cookie use), the performance of a service arrangement (for coordination work), and our legitimate interest in communicating with families about ongoing arrangements.

Retention: Contact and enquiry data is retained for 24 months from the last point of contact. Active service coordination records are retained for the duration of the arrangement plus 12 months. Anonymised analytics data may be retained indefinitely.

3. How We Use Personal Data

• To respond to enquiries and discuss service options with families.
• To plan, carry out, and document errand coordination, home assessments, and check-in visits.
• To send written updates and contact logs to nominated family contacts.
• To manage invoicing and payment correspondence.
• To improve the quality and structure of our services based on anonymised feedback.
• To comply with any legal obligation applicable to our operations in Malaysia.

We do not use personal data for unsolicited marketing. If we would like to send you general information about our services in future, we will ask for your specific agreement before doing so.

4. Data Sharing and Third Parties

We do not sell, rent, or trade personal data. Data shared with us is accessible only to the Sentara team members who need it to carry out the relevant service. We do not pass household or family information to outside organisations except in the following limited situations:

• Service providers: We use third-party tools for email communication and calendar sharing (e.g. Google Workspace). These providers process data only on our instructions and under confidentiality obligations.
• Legal requirement: If required to do so by applicable Malaysian law or by a valid court order, we may disclose personal data to the relevant authority.

5. How We Protect Your Data

• Access to personal data within our team is limited to the coordinator(s) handling your arrangement.
• Digital communications are conducted over encrypted channels (HTTPS, TLS-protected email).
• Paper records, where used, are kept in locked files and disposed of securely when no longer required.
• In the event of a data breach that affects your rights, we will notify you within a reasonable timeframe and take steps to contain and address the breach.

6. Cookies

Our website uses essential cookies for basic functionality and, where you give consent, analytics cookies to understand how visitors use the site. You can manage your cookie preferences at any time via our Cookie Policy page.

7. Your Rights

Under Malaysia's Personal Data Protection Act 2010 (PDPA), you have the following rights in relation to personal data we hold about you:

• Right to access: You may request a copy of the personal data we hold about you.
• Right to correction: You may ask us to correct inaccurate or incomplete data.
• Right to withdraw consent: Where processing is based on your consent, you may withdraw it at any time. This will not affect the lawfulness of processing before the withdrawal.
• Right to limit processing: In certain circumstances, you may ask us to restrict how we use your data.
• Right to object: You may object to processing carried out on the basis of legitimate interest.

To exercise any of these rights, contact us at [email protected]. We will respond within 21 days.

If you believe your data rights have not been respected, you may lodge a complaint with the Department of Personal Data Protection (PDPD) Malaysia.

8. Third-Party Links

Our website may contain links to external websites. We are not responsible for the privacy practices of those sites and recommend that you read their privacy policies separately before providing any personal information.

9. Children's Privacy

Our services are intended for adults aged 18 and over. We do not knowingly collect personal data from anyone under 18. If you believe we have received data about a minor, please contact us at [email protected] and we will remove it promptly.

10. Changes to This Policy

We may update this policy from time to time. When we do, we will update the "Last Updated" date at the top. Material changes will be communicated to active clients directly. Continued use of our services after a policy update constitutes acceptance of the revised terms.