Privacy Policy

1. Introduction

Teratai ("we", "us", "our") is committed to protecting the personal information of the families and individuals who enquire about or use our companionship and family support programmes. This Privacy Policy explains what information we collect, how we use it, and your rights in relation to it.

Our services are provided from No. 68, Jalan Hang Tuah, 70000 Seremban, Negeri Sembilan, Malaysia. If you have any questions about this policy, please contact us at [email protected].

2. Information We Collect

We collect personal information only when it is necessary to communicate with you or to organise a programme. The information we may collect includes:

• Name and contact details (phone number and email address) submitted through our enquiry form
• Information about your household situation shared voluntarily during planning conversations
• Programme-related notes and written plans created in the course of delivering our services
• Website usage data collected via analytics tools (see Cookie section below)

We do not collect sensitive personal data unless you choose to provide it, and we do not request financial or identity document information through our website.

3. How We Use Your Information

Information you provide is used to:

• Respond to your enquiry and discuss programme options
• Prepare written support plans and coordinate programme delivery
• Send updates and reports to family members as agreed in your programme plan
• Improve our website and understand how visitors use it

We do not use your personal information for unsolicited marketing. If we send any service-related communications, they will relate directly to a programme you have enquired about or are currently using.

Legal basis (PDPA Malaysia): We process personal data on the basis of your consent (submitted through our enquiry form or provided during a planning session) and, where a programme arrangement exists, for the purposes of performing that arrangement.

4. Data Retention

Enquiry data from families who do not proceed with a programme is retained for up to 12 months before being securely deleted. Programme-related records for active or recently completed arrangements are retained for up to 3 years for administrative purposes, after which they are deleted or anonymised.

5. Sharing Your Information

We do not sell, rent, or share your personal information with third parties for commercial purposes. Your information may be shared only in the following limited circumstances:

• With members of the Teratai team directly involved in planning or delivering your programme
• With trusted service providers who assist with our website operations (for example, hosting or analytics) under strict confidentiality obligations
• Where required by law or by order of a Malaysian court or regulatory authority

6. Data Security

We take reasonable steps to protect the personal information we hold. Programme notes and written plans are stored securely and are accessible only to the team members involved. Our website uses HTTPS encryption. We review our data handling practices periodically.

If we become aware of a data breach that is likely to affect you, we will notify you as soon as practicable in accordance with our obligations under the Personal Data Protection Act 2010 (Malaysia).

7. Cookies

Our website uses cookies to understand how visitors use the site. These include essential cookies (necessary for the site to function) and optional analytics cookies. You can manage your cookie preferences at any time through our Cookie Policy page. Rejecting non-essential cookies does not affect your ability to use the site or contact us.

8. Third-Party Links

Our website may include links to third-party websites such as community resources or local organisations. We are not responsible for the privacy practices of those websites. We recommend reviewing their privacy policies before sharing any personal information with them.

9. Children's Privacy

Our services and website are directed at adults. We do not knowingly collect personal information from individuals under the age of 18. If you believe a minor has submitted information through our website, please contact us at [email protected] and we will remove it promptly.

10. Your Rights

Under Malaysia's Personal Data Protection Act 2010, you have the right to:

• Access the personal data we hold about you
• Request correction of inaccurate or incomplete information
• Withdraw consent for us to process your data (where consent is the legal basis)
• Request that we stop processing your data in certain circumstances

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

11. Governing Law

This Privacy Policy is governed by the laws of Malaysia, including the Personal Data Protection Act 2010. Any disputes relating to this policy will be subject to the jurisdiction of the courts of Malaysia.

12. Updates to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the "Last Updated" date at the top of this page. Continued use of our website or services after an update constitutes acceptance of the revised policy. We recommend reviewing this page periodically.

13. Contact

If you have questions about this Privacy Policy or wish to exercise your rights, please contact:

• Email: [email protected]
• Phone: +60 19-510 2815
• Address: No. 68, Jalan Hang Tuah, 70000 Seremban, Negeri Sembilan, Malaysia