Terms & Conditions

1. Definitions

In these Terms and Conditions, the following words carry the meanings given below:

• "Sentara", "we", "us", or "our" refers to Sentara, a household coordination and companionship service based at No. 68, Jalan Burma, 10050 George Town, Pulau Pinang, Malaysia.
• "Service" refers to any of the home support arrangements offered by Sentara, including Errand & Appointment Logistics, Home Comfort & Accessibility Setup, and Regular Check-in & Family Updates.
• "User", "you", or "your" refers to the individual or family representative who engages Sentara's services or accesses this website.
• "Agreement" means the written scope document issued by Sentara and accepted by the user prior to commencement of any Service.
• "Website" refers to the Sentara website accessible at sentari.club.

2. Acceptance of Terms

By accessing this Website, submitting an enquiry, or entering into a written Agreement with Sentara, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions.

You must be at least 18 years of age and have the legal capacity to enter into a binding agreement under Malaysian law. If you are acting on behalf of another person or a family group, you confirm that you have the authority to do so.

If you do not agree with any part of these Terms, please do not use this Website or engage our Services.

3. Service Description

Sentara provides non-medical household coordination and companionship support for older adults, primarily within George Town and the broader Pulau Pinang area. Our Services are described in detail on this Website and in individual written Agreements issued to each family.

• Services are available Monday to Friday, 9:00 am – 6:00 pm, and Saturday, 9:00 am – 1:00 pm, unless otherwise agreed in writing.
• Sentara does not offer any form of medical, nursing, regulated social care, or professional health service.
• The specific scope, schedule, and cost of each Service is confirmed in a written Agreement before commencement. Nothing outside that Agreement is implied.
• Services are currently available within Pulau Pinang, Malaysia. Remote consultations for the Home Comfort & Accessibility Setup service may be arranged for families elsewhere in Malaysia.

4. User Responsibilities

By engaging our Services, you agree to:

• Provide accurate and complete information about the household and the person being supported.
• Notify Sentara promptly of any changes to circumstances that may affect the arrangement.
• Ensure that the older adult being supported has consented to the arrangement or that you hold appropriate authority to arrange support on their behalf.
• Treat Sentara team members respectfully and professionally at all times.
• Not request Sentara team members to carry out tasks outside the scope of the written Agreement.
• Not use this Website or our Services for any unlawful purpose or in a way that could harm Sentara, its team, or other parties.

5. Intellectual Property

All content on this Website — including text, layout, images, and design — is the property of Sentara and is protected under applicable Malaysian intellectual property laws.

• You may view and print content from this Website for personal, non-commercial use only.
• You may not reproduce, distribute, or use any content from this Website for commercial purposes without our prior written consent.
• Written reports, plans, and documents produced by Sentara as part of a Service may be used by the receiving family for personal household purposes only.

6. Payment Terms

All prices are quoted in Malaysian Ringgit (RM) and are inclusive of applicable taxes unless stated otherwise.

• Payment terms are specified in each written Agreement. Sentara typically requires payment prior to or upon commencement of a Service.
• Accepted payment methods include bank transfer and other methods as confirmed in writing at the time of Agreement.
• If a Service is cancelled by the User after the Agreement has been signed but before commencement, an administrative fee may apply as specified in the Agreement.
• For recurring Services (such as Regular Check-in & Family Updates), invoicing is issued on the schedule set out in the Agreement.
• Sentara reserves the right to suspend Services if payments are not received in accordance with the agreed schedule.

7. Service-Specific Terms

Errand & Appointment Logistics: The scope of each errand run is agreed in advance. Sentara does not hold cash on behalf of clients unless explicitly agreed in writing. Any purchased items are reimbursable at cost upon presentation of receipts.

Home Comfort & Accessibility Setup: Sentara provides recommendations only. We do not carry out physical modifications, construction, or installation work. Implementation of any suggestions is entirely the family's responsibility and at their discretion.

Regular Check-in & Family Updates: Sentara provides friendly, non-medical contact visits and phone calls. Updates are informational and do not constitute assessments of health or wellbeing. If a situation arising during a check-in appears to require urgent attention, Sentara will contact the agreed family representative promptly.

8. Disclaimers

Sentara's Services are provided in good faith and to a reasonable professional standard. However:

• We make no representation that outcomes will meet any specific expectation beyond the written scope.
• Sentara is not a licensed healthcare, social services, or regulated professional body. We do not provide medical advice, diagnosis, or any form of clinical care.
• Information on this Website is provided for general guidance only and does not constitute professional advice of any kind.
• Sentara is not responsible for the actions or decisions of third parties, including transport providers or retailers engaged as part of an errand arrangement.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Sentara's total liability to you for any claim arising from a Service shall not exceed the amount paid by you for that specific Service.

• Sentara shall not be liable for any indirect, incidental, or consequential loss, including loss of opportunity, emotional distress, or losses arising from decisions made based on information provided during a Service.
• Nothing in these Terms excludes liability for death or personal injury caused by Sentara's negligence, or for fraud or fraudulent misrepresentation.
• Force majeure: Sentara will not be held liable for failure to perform obligations due to circumstances outside our reasonable control, including natural disasters, government directives, or public health emergencies.

10. Indemnification

You agree to indemnify, defend, and hold harmless Sentara and its team members from any claims, losses, damages, costs, or expenses (including reasonable legal fees) arising from:

• Your breach of these Terms and Conditions.
• Information you provided to Sentara that was inaccurate or misleading.
• Any claim by a third party arising from your use of our Services.

11. Termination

Either party may terminate a Service arrangement by providing written notice as specified in the individual Agreement. Sentara typically requires 14 days' written notice for recurring Services.

• Sentara reserves the right to terminate an arrangement immediately if a User behaves in a manner that is threatening, unsafe, or in serious breach of these Terms.
• Upon termination, fees for Services already rendered remain due and payable.
• Sections relating to intellectual property, disclaimers, limitation of liability, indemnification, and dispute resolution shall survive termination.

12. Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of Malaysia, including the Contracts Act 1950 and the Consumer Protection Act 1999 where applicable.

• In the event of a dispute, both parties agree to attempt informal resolution first by contacting Sentara in writing at [email protected].
• If informal resolution is not reached within 30 days, the matter may be referred to the appropriate Malaysian tribunal or court with jurisdiction over the matter.
• The courts of Pulau Pinang, Malaysia shall have non-exclusive jurisdiction over disputes arising from these Terms.

13. General Provisions

• Entire Agreement: These Terms, together with the written Agreement for each Service, constitute the entire agreement between Sentara and the User in relation to the Services.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force.
• Waiver: Sentara's failure to enforce any provision of these Terms at any time shall not be construed as a waiver of that provision.
• Assignment: You may not assign your rights or obligations under these Terms without Sentara's prior written consent. Sentara may assign its rights in connection with a business transfer.
• Notices: Notices under these Terms should be sent to Sentara in writing via email at [email protected] or by post to our registered address.

14. Changes to Terms

Sentara may update these Terms from time to time to reflect changes in our Services or applicable law. When we make material changes, we will update the "Last Updated" date at the top of this page.

Continued use of this Website or our Services following any update constitutes your acceptance of the revised Terms. We encourage you to review this page periodically.

15. Contact Information

For questions about these Terms and Conditions, please contact: