Terms & Conditions

01 Definitions

• "Service" means any of the three offerings described on the Solutions page: the Paperwork Reading Room drop-in, the Household Records Setup, and the Community Organisation Records Programme.
• "User" / "you" / "your" means the individual or organisation accessing this website or booking a Service.
• "We" / "us" / "our" means Pensara Desk.
• "Session" means a single drop-in attendance or a single visit under the Household Records Setup.
• "Agreement" means these Terms together with any booking confirmation we send you.

02 Acceptance of Terms

By submitting an enquiry form, making a booking, or attending a session, you confirm that:

• You are at least 18 years old, or are acting with the authorisation of the adult whose documents are being reviewed;
• You have the legal capacity to enter into this Agreement;
• You have read and agree to these Terms.

03 Service Description and Scope

Pensara Desk provides general administrative and educational assistance only. This includes:

• Reading retirement-related correspondence aloud and explaining its general purpose in plain language;
• Sorting and organising physical and digital records;
• Training individuals and volunteer facilitators on record-keeping practices;
• Identifying questions that require referral to qualified professionals or public bodies, and providing the appropriate contact details in writing.

Services do not include and must not be construed as: financial advice, investment recommendations, legal advice, tax guidance, or any assessment of an individual's personal financial position or entitlements. Pensara Desk is not registered as a financial adviser, legal practitioner, or tax agent under any Malaysian or international legislation.

04 Booking and Availability

• Drop-in sessions require advance booking. Places are confirmed by email within one working day.
• Home visits under the Household Records Setup are scheduled by mutual agreement and are subject to team availability.
• The Community Organisation Records Programme begins after a scoping call and written confirmation from both parties.
• We reserve the right to reschedule a session with at least 48 hours' notice if necessary. Where we cancel without adequate notice, a full refund will be issued.

05 Payment Terms

• All fees are quoted and payable in Malaysian Ringgit (RM).
• An invoice is issued before the Service begins. Payment is due before or on the day of the first session or visit.
• Accepted payment methods: cash (RM), DuitNow QR transfer, or online bank transfer.
• For the Community Organisation Records Programme, staged payment across the engagement period may be arranged by written agreement prior to commencement.

Cancellation and refunds

• Drop-in sessions: cancellation with at least 24 hours' notice — full credit toward a future session. Cancellation with less than 24 hours' notice — no refund or credit.
• Household Records Setup: cancellation before Visit 1 — full refund. Cancellation after Visit 1 but before Visit 2 — 50% of the total fee refunded.
• Community Organisation Records Programme: cancellation before Facilitator Day 1 — full refund less a RM 200 administration fee. Cancellation after Facilitator Day 1 — no refund for completed components; remaining components prorated.

06 User Responsibilities

You agree to:

• Provide accurate contact and booking information;
• Bring only documents that belong to you or that you are authorised to handle on behalf of another person;
• Treat desk staff with courtesy during sessions;
• Not record sessions (audio or video) without the prior written consent of Pensara Desk;
• Not use our website or services for any unlawful purpose.

07 Intellectual Property

All materials produced by Pensara Desk — including the facilitator's manual, slide sets, printed handbooks, and session summary formats — are the intellectual property of Pensara Desk. The Community Organisation Records Programme licence grants the client organisation a non-exclusive, non-transferable licence to use the printed handbook and slides for internal group sessions only. Redistribution, resale, or publication of any Pensara Desk materials without prior written consent is prohibited.

08 Confidentiality

Pensara Desk will treat all document content viewed during sessions as confidential. We will not discuss the contents of your documents with any third party except where required by Malaysian law. Session notes are retained for 30 days and then deleted. We do not retain copies of scanned documents after the Household Records engagement is complete.

09 Disclaimers

Services are provided on an "as available" basis. Pensara Desk does not warrant that:

• Any plain-language explanation constitutes advice on which you should rely without further verification from the relevant authority or a qualified professional;
• The website will be free from technical interruptions;
• Any referral note we provide will produce a specific outcome when submitted to the referenced body.

Nothing in these Terms excludes liability that cannot be excluded under Malaysian consumer protection law.

10 Limitation of Liability

To the extent permitted by Malaysian law, Pensara Desk's total liability to you in connection with any Service shall not exceed the fee paid for that specific Service. We are not liable for:

• Any financial loss arising from a decision you make after attending a session;
• Loss of documents you bring to a session (we do not take custody of originals without your written permission);
• Indirect or consequential loss of any kind.

11 Indemnification

You agree to indemnify Pensara Desk against any claim, loss, or expense arising from your breach of these Terms, your misuse of our services, or any false or misleading information you provide when booking.

12 Termination

Either party may terminate the Agreement by written notice if the other party materially breaches these Terms and does not remedy the breach within 7 days of written notice. On termination, fees for completed components are non-refundable unless the termination is caused by our breach. Sections 07, 08, 09, 10, 11, and 13 survive termination.

13 Governing Law and Dispute Resolution

These Terms are governed by the laws of Malaysia. Any dispute arising under these Terms shall first be addressed through informal written negotiation between the parties. If unresolved within 30 days, disputes shall be referred to mediation before the Mediation Division of the Malaysian Bar or another mutually agreed mediator. If mediation fails, disputes shall be subject to the exclusive jurisdiction of the courts of Pulau Pinang, Malaysia.

14 General Provisions

• Entire agreement: These Terms and any booking confirmation constitute the entire agreement between the parties regarding the Services.
• Severability: If any provision is found unenforceable, the remaining provisions continue in full force.
• Waiver: Failure to enforce any provision does not constitute a waiver of future enforcement.
• Assignment: You may not assign your rights under these Terms without our written consent. We may assign our obligations to a successor business.
• Notices: Formal notices under these Terms must be sent by email to [email protected] or by post to the address below.

15 Changes to These Terms

We may update these Terms from time to time. The revised Terms will be posted on this page with an updated effective date. For material changes, we will notify active clients by email. Continued use of our Services after the effective date constitutes acceptance of the updated Terms.