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Terms & Conditions

Last Updated: 20 May 2025  |  Effective Date: 20 May 2025

Teratai — No. 68, Jalan Hang Tuah, 70000 Seremban, Negeri Sembilan, Malaysia

1. Definitions

In these Terms and Conditions:

2. Acceptance of Terms

By submitting an enquiry through our website or entering into a Programme Agreement with Teratai, you confirm that you have read and agree to these Terms and Conditions. You must be 18 years of age or older and have the legal capacity to enter into an agreement.

3. Service Description

Teratai provides companionship, social engagement coordination, and family information support for older relatives in Seremban and Negeri Sembilan, Malaysia. Our services are general in nature and are limited to the scope set out in the written Programme Agreement for each arrangement.

Teratai does not provide nursing care, personal care, regulated healthcare, legal advice, or financial advice. Nothing in our programmes constitutes a professional health or welfare service.

4. Programme Agreements

No programme begins until a written Programme Agreement has been reviewed and accepted by the Client. The Agreement sets out the scope of the programme, the assigned companion or coordinator, the schedule, pricing, and the reporting structure.

The Client is responsible for ensuring that the information provided during the planning session is accurate. Changes to the scope or schedule must be agreed in writing between both parties.

5. Payment Terms

Programme fees are stated in Malaysian Ringgit (RM) and are agreed in advance as set out in the Programme Agreement. Current pricing is:

Payment is due as specified in the Programme Agreement. Teratai reserves the right to suspend programme delivery in the event of non-payment. Pricing may be revised for new arrangements with reasonable notice.

6. Cancellation and Refunds

For the Family Coordination service, cancellations made before the planning session commences will receive a full refund. No refund is available once the planning session has taken place.

For monthly programmes (Social Engagement and Daytime Companionship), either party may give 14 days' written notice to end the arrangement at the end of the current billing period. Fees paid for services already delivered are non-refundable.

If Teratai is unable to deliver a scheduled session due to circumstances on our side, we will arrange a replacement session or provide a pro-rata credit.

7. Scope of Service and Limitations

Our companions and coordinators carry out only the activities described in the Programme Agreement. They are not permitted to make decisions on behalf of an older relative, handle financial matters, administer or advise on any form of personal care, or take any action outside the agreed scope.

Teratai does not hold itself out as a care agency and does not operate under any regulatory framework for personal care or healthcare services. Clients who require nursing, medical, or personal care services should engage a licensed provider for those needs.

8. Client Responsibilities

The Client agrees to:

9. Intellectual Property

All content on the Teratai website, including text, design, and programme documentation, is the property of Teratai. You may not reproduce, distribute, or use our materials for commercial purposes without written permission.

10. Disclaimers

Teratai provides its services on a reasonable-efforts basis. We do not warrant specific outcomes from participation in any programme. The presence of a companion or coordinator does not constitute a continuous monitoring arrangement and does not replace the responsibilities of family members or qualified professionals.

11. Limitation of Liability

To the extent permitted by Malaysian law, Teratai's liability for any claim arising from the use of our services is limited to the fees paid by the Client for the programme giving rise to the claim. We are not liable for indirect, consequential, or incidental losses.

12. Confidentiality

Teratai treats all household information shared by Clients as confidential. It is used only for the purposes of planning and delivering the agreed programme. Our team members are required to maintain confidentiality as a condition of their engagement with Teratai.

13. Termination

Either party may end a programme arrangement with 14 days' written notice. Teratai reserves the right to terminate an arrangement immediately if a Client or household member acts in a manner that puts the safety or wellbeing of a Teratai team member at risk.

14. Governing Law and Disputes

These Terms and Conditions are governed by the laws of Malaysia. Any dispute arising from or related to these terms or our services will first be addressed through good-faith discussion between the parties. If unresolved, disputes will be subject to the jurisdiction of the courts of Negeri Sembilan, Malaysia.

15. Changes to These Terms

We may update these Terms and Conditions from time to time. Changes will be reflected by the updated "Last Updated" date. Continued use of our services or website after an update constitutes acceptance of the revised terms.

16. Contact

For questions about these Terms, please contact: