Terms & Conditions

1. Definitions

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

• "Tenang" / "we" / "us" / "our" — refers to the home assistance coordination service operating under the name Tenang, based at No. 17, Persiaran Tropicana, 47410 Petaling Jaya, Selangor, Malaysia.
• "Client" / "you" / "your" — refers to any individual or family who submits an enquiry, enters into a programme arrangement, or uses the Tenang website or services.
• "Services" — refers to the home assistance coordination programmes offered by Tenang, including the Festive & Occasion Support, Errand & Appointment Logistics, and Social Engagement Programme.
• "Programme" — refers to a specific arrangement agreed between Tenang and a Client, covering defined scope, timing, and pricing.
• "Relative" — refers to the older family member on whose behalf the Client is engaging Tenang's services.
• "Agreement" — refers to the combination of these Terms and Conditions and any written programme plan agreed between the parties.

2. Acceptance of Terms

By submitting an enquiry through our website, communicating with us about a programme, or proceeding with a service arrangement, you confirm that:

• You are at least 18 years of age and have the legal capacity to enter into a binding agreement.
• You are acting on behalf of yourself or, where applicable, as an authorised representative of the family engaging Tenang's services.
• You have read, understood, and agree to be bound by these Terms and Conditions.

If you do not agree to these terms, please do not submit an enquiry or engage our programmes.

3. Service Description

Tenang provides home assistance coordination services for older relatives in and around Petaling Jaya, Selangor, Malaysia. Our three programmes are:

• Festive & Occasion Support — coordination of special occasions and home events, from RM 620 per occasion.
• Errand & Appointment Logistics — coordination of errands, transport, and appointment arrangements, from RM 1,950 per outing or weekly plan.
• Social Engagement Programme — a recurring monthly programme of activities and social outings, from RM 4,300 per month.

Service availability is subject to geographic coverage within the Petaling Jaya area and operational capacity at the time of enquiry. Tenang reserves the right to decline an engagement if the scope falls outside its current capacity.

Tenang is a coordination service. We do not provide regulated nursing, medical, legal, or financial advice.

4. Client Responsibilities

As a Client, you agree to:

• Provide accurate and complete information when submitting an enquiry or arranging a programme.
• Inform Tenang of any health conditions, mobility needs, or household considerations that are relevant to the safe and appropriate delivery of services.
• Ensure that the relative on whose behalf services are arranged is aware of and comfortable with the arrangements being made.
• Communicate any changes to requirements or circumstances promptly.
• Treat Tenang staff and representatives with respect at all times.
• Not request services that fall outside the scope of what Tenang offers, including any regulated professional services.

5. Intellectual Property

All content on the Tenang website — including written text, programme descriptions, design elements, and any materials shared as part of a service arrangement — remains the intellectual property of Tenang.

You are granted a limited, non-exclusive, non-transferable licence to access and use website content solely for personal, non-commercial purposes relating to your engagement with Tenang. You may not reproduce, distribute, adapt, or commercially exploit any Tenang content without prior written consent.

6. Payment Terms

All prices are quoted and payable in Malaysian Ringgit (MYR / RM). Payment terms for each programme are confirmed in writing before arrangements begin.

• A deposit or full payment may be required before a programme commences, as specified in the programme plan.
• Payments are accepted via bank transfer or such methods as agreed in writing.
• Cancellations made less than 48 hours before a scheduled arrangement may be subject to a cancellation fee. This will be confirmed in the programme plan.
• Refunds, where applicable, will be processed within 10 business days.
• Any out-of-pocket costs incurred on a client's behalf during the course of a programme (such as transport or activity fees) will be itemised and invoiced separately.

7. Service Delivery Terms

For all service arrangements, the following conditions apply:

• A written programme plan is provided and agreed upon before any arrangement begins. This plan defines the scope, timing, and responsibilities.
• Changes to an agreed programme scope must be communicated and confirmed in writing before they take effect.
• Tenang will make reasonable efforts to deliver services as agreed. In the event of unforeseen circumstances (including illness, weather conditions, or access issues), clients will be informed and arrangements rescheduled where possible.
• Services are provided in the Petaling Jaya area. Travel to locations outside this area may incur additional charges, which will be agreed in advance.
• Tenang does not subcontract services to unknown third parties without informing the client. Where additional helpers are involved, their involvement is disclosed in the programme plan.

8. Disclaimers

Tenang's services are provided as a coordination and assistance support service. The following disclaimers apply:

• Tenang does not provide medical, nursing, psychological, legal, or financial services. Any information shared by our team is for general assistance purposes only and should not be treated as professional advice.
• Tenang makes no representations about specific outcomes from the use of its services.
• The website and its content are provided on an "as available" basis without warranties of any kind, express or implied.
• Tenang is not responsible for the actions or omissions of third-party service providers (e.g. transport operators) that are engaged as part of a programme arrangement.

9. Limitation of Liability

To the fullest extent permitted under Malaysian law:

• Tenang's total liability to you in connection with any programme or service shall not exceed the total amount paid by you for that specific programme.
• Tenang shall not be liable for any indirect, incidental, consequential, or special damages arising from the use of its services.
• Nothing in these Terms limits liability for death, personal injury, or fraud caused by our negligence.
• Force majeure: Tenang shall not be in breach of these Terms if it is unable to perform its obligations due to circumstances beyond its reasonable control, including natural disasters, public health emergencies, or government-imposed restrictions.

10. Indemnification

You agree to indemnify and hold harmless Tenang, its staff, and its representatives from any claims, losses, liabilities, damages, and expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the services, or any inaccurate information you have provided.

11. Termination

Either party may terminate an arrangement by providing reasonable written notice. The following applies:

• For one-off programmes (Festive & Occasion), cancellation with less than 48 hours' notice may result in a partial fee being retained.
• For recurring programmes (Social Engagement), a minimum of 14 days' written notice is required to end the arrangement without liability for the following month's fee.
• Tenang may terminate an arrangement immediately if a client acts in bad faith, provides materially false information, or breaches these Terms in a way that cannot reasonably be remedied.
• Upon termination, any fees paid for services not yet delivered will be reviewed and refunded proportionally at Tenang's discretion.
• Sections 5, 8, 9, 10, and 12 of these Terms survive termination.

12. Dispute Resolution

These Terms are governed by the laws of Malaysia. In the event of a dispute:

• The parties agree to first attempt to resolve the matter informally by contacting Tenang at [email protected].
• If informal resolution is not reached within 30 days, either party may refer the matter to mediation through the Malaysian Mediation Centre (MMC).
• Disputes that cannot be resolved through mediation shall be subject to the exclusive jurisdiction of the courts of Malaysia, with venue in the Kuala Lumpur High Court unless otherwise required by law.
• Consumer disputes may also be referred to the Tribunal for Consumer Claims Malaysia (Tribunal Tuntutan Pengguna Malaysia) where applicable.

13. General Provisions

• Entire Agreement: These Terms, together with any written programme plan, constitute the entire agreement between you and Tenang for the relevant service.
• Severability: If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
• Waiver: Failure by Tenang to enforce any provision of these Terms shall not constitute a waiver of its right to do so in the future.
• Assignment: You may not assign or transfer your rights under these Terms without Tenang's prior written consent. Tenang may assign its rights in connection with a business reorganisation.
• Notices: All formal notices should be sent in writing to [email protected] or to the address below.

14. Changes to These Terms

Tenang may update these Terms from time to time. When changes are made:

• The updated Terms will be published on this page with a revised "Last Updated" date.
• For clients engaged in an ongoing programme, we will provide reasonable notice of material changes before they take effect.
• Continued use of our services after the effective date of any changes constitutes your acceptance of the revised Terms.

15. Contact

For legal enquiries or questions about these Terms, please contact us: