Terms & Conditions

For the purposes of these Terms & Conditions, the following terms carry the meanings assigned to them below:

• "Saujana" / "We" / "Us" / "Our" refers to Saujana, a home assistance coordination provider registered and operating in Melaka, Malaysia.
• "Service" refers to any of the home assistance coordination services offered by Saujana, including Daily Living Support Coordination, Caregiver Guidance Workshops, and Everyday Meal Planning & Grocery Coordination.
• "Client" / "User" / "You" / "Your" refers to any individual or family representative who engages with, purchases, or enquires about Saujana's services.
• "Agreement" refers collectively to these Terms & Conditions, together with any service confirmation, written proposal, or invoice issued by Saujana.
• "Content" refers to all materials, guides, printed documents, recordings, and written communications produced by Saujana in connection with a service engagement.
• "Household" refers to the home environment and older person for whom coordination services are being arranged by the Client.

By submitting an enquiry, signing a service confirmation, making a payment, or otherwise engaging Saujana's services, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions in full.

• You must be at least 18 years of age and legally capable of entering into a binding agreement under Malaysian law to engage our services.
• If you are enquiring or engaging on behalf of another person or a family unit, you confirm that you have the authority to do so and that the terms apply equally to all parties involved.
• If you do not accept these terms, you should not proceed with any service engagement.

Saujana provides home assistance coordination services for older adults and their families. Our three current service offerings are:

• Daily Living Support Coordination — coordination of light household assistance including tidying, laundry, and everyday meal preparation support, delivered through flexible weekly sessions.
• Caregiver Guidance Workshops — small-group or one-to-one sessions for family members, covering daily routines, home comfort, and communication approaches with older relatives.
• Everyday Meal Planning & Grocery Coordination — weekly menu planning and grocery delivery coordination, designed around the older person's preferences and the household's routine.

Services are currently available to clients based in or arranging support within Melaka, Malaysia. Availability outside this area is at Saujana's discretion and will be confirmed in writing before any engagement proceeds.

To allow Saujana to deliver services effectively and safely, clients agree to the following:

• Provide accurate and complete information about the household, the older person's preferences, and any relevant circumstances that may affect the service.
• Notify Saujana promptly of any changes in household circumstances, the older person's situation, or the family's preferences that may affect the service arrangement.
• Ensure that any household helpers or third-party services involved in coordination have been duly authorised by the client to participate.
• Cooperate with Saujana's coordination process, including responding to check-in communications in a reasonable time.
• Not request or expect Saujana to carry out tasks outside the agreed service scope without prior written discussion and agreement.
• Treat Saujana staff and representatives with courtesy and respect at all times.

The following conduct is not acceptable and may result in immediate termination of the engagement:

• Providing false or misleading information about the household or the service required
• Requesting services that fall outside lawful conduct or that could place anyone at risk of harm
• Harassment or abusive communication directed at any Saujana representative

All materials created by Saujana in connection with the delivery of services — including printed guides, session recordings, menu templates, task lists, and written correspondence — remain the intellectual property of Saujana unless otherwise agreed in writing.

• Clients are granted a personal, non-exclusive, non-transferable licence to use materials provided to them solely for the purposes of managing the household for which the service was engaged.
• Materials may not be reproduced, shared publicly, sold, or adapted for commercial purposes without Saujana's prior written consent.
• Session recordings provided to clients are for the sole use of the client and the family members directly involved. They should not be posted online or distributed to third parties.

All fees are quoted and payable in Malaysian Ringgit (RM). Current service pricing is as follows:

• Daily Living Support Coordination — RM 480 per service package
• Caregiver Guidance Workshops — RM 1,600 per workshop series
• Everyday Meal Planning & Grocery Coordination — RM 3,600 per planning cycle

Payment conditions:

• An invoice will be issued prior to or at the commencement of the service. Payment is due within 7 calendar days of the invoice date unless otherwise agreed in writing.
• Services will not commence, or will be paused, where payment has not been received within the agreed terms.
• Accepted payment methods will be confirmed at the time of service agreement. Saujana currently accepts bank transfer and selected e-payment options.
• Cancellations: Cancellations made more than 48 hours before a scheduled session or service start will receive a full credit or refund. Cancellations within 48 hours may incur a partial charge at Saujana's discretion, taking into account reasonable preparation already completed.
• Saujana reserves the right to revise its pricing with reasonable notice. Any revision will not affect an engagement that has already been confirmed and invoiced.

In addition to the general terms above, the following conditions apply to specific services:

Daily Living Support Coordination

• The agreed task list will be confirmed in writing before any sessions begin. Changes to the task list require written agreement from both parties.
• Saujana coordinates household helpers but is not the employer of those helpers. Responsibility for any separately hired household staff remains with the client.
• Session frequency and timing will be agreed in advance. Significant changes to schedule require at least 48 hours' notice from the client.

Caregiver Guidance Workshops

• Session dates and format (one-to-one or small group) will be confirmed at the time of booking.
• The session recording provided is for personal family use only and must not be shared publicly or used for commercial purposes.
• The follow-up question allowance is available for 30 days following the final session of the series unless otherwise agreed.
• Content covered in sessions reflects general coordination and family guidance. It does not constitute nursing advice, psychological counselling, or any other regulated professional service.

Everyday Meal Planning & Grocery Coordination

• Menu plans are advisory and based on stated preferences. Final decisions about meals remain with the client and the household.
• Grocery orders are coordinated through the delivery service chosen by the client. Saujana is not liable for delivery errors, substituted items, or issues arising from the third-party delivery provider.
• Any changes to the chosen delivery service or account details must be communicated to Saujana with at least one week's notice to avoid disruption to the weekly cycle.

• Services are provided with reasonable care and skill but without a warranty of any specific outcome or result.
• Saujana does not accept responsibility for the actions, conduct, or omissions of third-party household helpers, grocery delivery providers, or any other external parties involved in the household arrangement.
• All information provided in workshops, guides, and check-in notes is for general coordination guidance purposes only and should not be treated as professional health, nutritional, or clinical advice.

To the fullest extent permitted by Malaysian law:

• Saujana's total liability to a client in connection with any single service engagement shall not exceed the total amount paid by the client for that engagement.
• Saujana shall not be liable for any indirect, consequential, or incidental losses arising from the use of, or inability to use, our services — including but not limited to loss of opportunity, distress, or third-party claims.
• Saujana is not liable for circumstances beyond our reasonable control, including illness of Saujana staff, extreme weather, infrastructure failures, or other force majeure events. Where such circumstances arise, we will give notice as soon as practicable and make reasonable efforts to resume or reschedule the service.

Nothing in these Terms & Conditions limits or excludes liability in ways that are not permitted under applicable Malaysian consumer protection legislation.

You agree to indemnify and hold harmless Saujana, its representatives, and any parties engaged in service delivery, from any claim, loss, damage, liability, or expense (including reasonable legal costs) arising from:

• Your breach of these Terms & Conditions
• False or inaccurate information provided by you in connection with the service
• Any unlawful conduct on your part in relation to the engagement
• Third-party claims arising directly from your instructions or decisions made in the course of the service

• By the client: You may terminate a service engagement with written notice of at least 7 calendar days. Where applicable, fees already paid for services not yet delivered will be refunded on a pro-rated basis, subject to reasonable preparation costs already incurred.
• By Saujana: We may terminate or suspend a service engagement with written notice if a client breaches these Terms & Conditions, behaves in a manner that is abusive or unsafe, or fails to make payment within the agreed terms.
• Immediate termination: Saujana reserves the right to end a service arrangement immediately and without prior notice where there is a reasonable concern for the safety of any person involved.
• Survival: Clauses relating to intellectual property, disclaimers, limitation of liability, indemnification, and dispute resolution survive the termination of any service engagement.

These Terms & Conditions are governed by and construed in accordance with the laws of Malaysia. Any disputes arising from these terms or from the provision of our services shall be subject to the jurisdiction of the courts of Melaka, Malaysia.

• Informal resolution first: We encourage clients to contact us directly before pursuing any formal proceedings. Most concerns can be resolved through a straightforward conversation, and we commit to responding to any written complaint within 10 business days.
• Mediation: Where informal resolution is not possible, both parties agree to consider mediation through a mutually agreed mediator before commencing legal proceedings.
• Your statutory rights under the Consumer Protection Act 1999 (Malaysia) and other applicable Malaysian legislation are not affected by these terms.

• Entire Agreement: These Terms & Conditions, together with any written service confirmation or proposal issued by Saujana, constitute the entire agreement between the parties for the relevant service engagement and supersede any prior discussions.
• Severability: If any provision of these terms is found to be unenforceable by a court of competent jurisdiction, the remaining provisions will continue in full effect.
• Waiver: Failure by Saujana to enforce any provision of these terms on one occasion does not constitute a waiver of that provision or any right to enforce it in future.
• Assignment: You may not assign or transfer your rights or obligations under these terms without Saujana's prior written consent. Saujana may transfer its obligations to a third party in connection with a business transfer or reorganisation, provided that the quality of service is not materially affected.
• Notices: Formal notices under these terms should be sent in writing by email to [email protected] or by post to our registered address at No. 17, Jalan Bendahara, 75150 Melaka, Melaka.

Saujana may update these Terms & Conditions from time to time to reflect changes in our services, applicable legislation, or operational procedures.

• Updates will be published on our website with a revised "Last Updated" date. Where changes are material, we will endeavour to notify active clients by email with at least 14 days' notice before the revised terms take effect.
• Continued use of our services after the effective date of any revision constitutes acceptance of the updated terms.
• If you do not accept a material change to these terms, you may terminate your service engagement by providing written notice before the revised terms become effective. Any pre-paid fees for services not yet delivered will be refunded on a pro-rated basis.

For any questions, concerns, or formal communications relating to these Terms & Conditions, please contact us using the details below:

For matters related to personal data and privacy, please contact us at [email protected] or refer to our Privacy Policy.