Terms & Conditions

1. Definitions

Throughout this document, the following terms carry the meanings set out below:

• "Anugerah", "we", "us", "our" — refers to Anugerah, a home support coordination service with its principal place of business at No. 108, Jalan Datuk Keramat, 54000 Kuala Lumpur, Wilayah Persekutuan, Malaysia.
• "Service" — refers to any home support coordination offering provided by Anugerah, including Home Comfort & Accessibility Setup, Everyday Meal Planning & Grocery Coordination, and Companionship Visit Coordination.
• "User", "you", "your" — refers to any individual or family representative who contacts Anugerah, visits our website, or enters into an arrangement for services.
• "Agreement" — refers to these Terms & Conditions together with any service confirmation or written arrangement entered into between you and Anugerah.
• "Content" — refers to text, plans, schedules, written updates, and other materials produced by Anugerah in the course of delivering a service.
• "Older Relative" — refers to the older adult for whose benefit the services are being arranged, as named or described during service setup.

2. Acceptance of Terms

By submitting an enquiry form, communicating with Anugerah for the purpose of arranging services, or confirming a service arrangement, you acknowledge that you have read, understood, and agree to be bound by these Terms & Conditions.

You confirm that you are at least 18 years of age and have the legal capacity to enter into a binding agreement on behalf of yourself or, where applicable, as a representative of a family unit arranging support for an older relative.

If you do not agree with any part of these terms, please do not proceed with arranging services through Anugerah.

3. Service Description

Anugerah provides home support coordination services designed to assist families in organising everyday life for older relatives in the Kuala Lumpur area. Our services focus on household organisation, meal and grocery coordination, and the arrangement of companionship visits.

All services are coordination and assistance in nature. Anugerah does not provide regulated professional services of any kind, including but not limited to nursing, medical, financial, or legal services. Nothing communicated by Anugerah should be interpreted as professional advice in those fields.

Service availability is subject to our capacity at the time of enquiry. We will communicate availability clearly before confirming any arrangement. Geographic coverage is currently limited to the Kuala Lumpur metropolitan area unless otherwise agreed in writing.

4. User Responsibilities

By arranging services with Anugerah, you agree to:

• Provide accurate and complete information about the household, the older relative, and any preferences relevant to service delivery.
• Notify Anugerah of any changes to circumstances that may affect the services being provided (for example, a change of address, a change in the older relative's situation, or a need to pause services).
• Respond to communications from Anugerah in a timely manner, particularly where scheduling or coordination decisions require your input.
• Ensure that Anugerah staff and associated companions are able to access the household at the agreed times, where applicable.
• Treat Anugerah staff and companions with respect. Anugerah reserves the right to withdraw a service arrangement if any person involved behaves in a manner that is threatening, abusive, or otherwise unreasonable.
• Not request or expect services that fall outside the agreed scope without first discussing and confirming an amended arrangement.

Prohibited conduct includes: requesting Anugerah to carry out activities that would involve the unlawful handling of personal data, misrepresentation of circumstances to obtain services, or any conduct contrary to Malaysian law.

5. Payment Terms

Service fees are as follows and are denominated in Malaysian Ringgit (RM):

• Home Comfort & Accessibility Setup: RM 480 (one-time fee)
• Everyday Meal Planning & Grocery Coordination: RM 2,100 per month
• Companionship Visit Coordination: RM 4,700 per month

Payment terms will be confirmed in writing at the time of service confirmation. For ongoing monthly services, invoices are typically issued at the start of each service month. Payment is expected within the timeframe stated on the invoice.

Accepted payment methods will be communicated during the service setup process. Anugerah does not store card or banking details.

Cancellations and adjustments: For one-time assessments, cancellations made at least 48 hours before the scheduled visit will not incur a fee. For monthly services, requests to end or pause an arrangement should be made with at least 14 days' notice. Fees already paid for a period in which services have begun are not refundable for that period unless Anugerah is unable to deliver the agreed service.

Anugerah does not make unconditional refund commitments. Each request will be considered on its individual circumstances and in good faith.

6. Service-Specific Terms

Home Comfort & Accessibility Setup: The service consists of one on-site or remote assessment, a written room-by-room layout plan, a recommended item list, and one follow-up review. The written output is provided for informational and planning purposes. Anugerah is not responsible for implementing changes to the home or for outcomes resulting from decisions made based on the written suggestions.

Everyday Meal Planning & Grocery Coordination: The service operates on a weekly planning cycle. Anugerah will prepare a menu outline and grocery list and coordinate with the delivery service selected by the family. Responsibility for the quality, safety, or availability of groceries lies with the chosen delivery provider. Anugerah will make reasonable efforts to ensure coordination runs smoothly and will communicate any difficulties promptly.

Companionship Visit Coordination: The service involves matching a companion to the household, arranging a visit schedule, and providing short written updates to the family. Companions are not employees of Anugerah unless explicitly stated. Visit schedules are arranged to fit the household routine and may need occasional adjustment with reasonable notice from either party. Anugerah will aim to maintain continuity of companions where possible.

Scope changes (for example, adding a service or adjusting visit frequency) should be discussed with Anugerah in advance and confirmed in writing before taking effect. Additional fees may apply.

7. Intellectual Property

All written plans, schedules, templates, and other materials produced by Anugerah in the course of service delivery remain the intellectual property of Anugerah unless otherwise agreed in writing. A limited, non-exclusive, non-transferable licence is granted to you for personal household use of such materials for the duration of the service arrangement.

You may not reproduce, distribute, or commercially exploit materials produced by Anugerah without written consent. The Anugerah name, logo, and website content are protected by applicable intellectual property law.

8. Disclaimers

Anugerah's services are provided on an "as available" basis. While we aim to deliver services as described and on the schedule agreed, we do not make commitments about specific outcomes, nor do we imply that our services will be uninterrupted or free from occasional changes in personnel or scheduling.

All service descriptions are provided for general information. Nothing in our communications or materials constitutes professional advice on matters of health, nutrition, finance, or law. Families are encouraged to seek appropriate professional guidance for those areas independently.

9. Limitation of Liability

To the fullest extent permitted under Malaysian law, Anugerah's total liability for any claim arising from or connected with the services shall not exceed the total fees paid by you to Anugerah in the two months immediately preceding the event giving rise to the claim.

Anugerah will not be liable for indirect, consequential, or special losses, including loss of opportunity or any outcome arising from decisions made based on information or suggestions provided by Anugerah as part of service delivery.

Anugerah is not liable for delays, failures, or interruptions caused by circumstances outside our reasonable control, including utility failures, natural events, transport disruptions, or third-party service failures.

10. Indemnification

You agree to indemnify and hold harmless Anugerah, its principals, staff, and associates from any claims, losses, costs, or liabilities (including reasonable legal fees) arising from:

• Your breach of these Terms & Conditions;
• Inaccurate or misleading information provided during service setup or ongoing coordination;
• Any conduct on your part (or on the part of household members) that causes harm to Anugerah staff or companions.

11. Termination

Either party may end an ongoing service arrangement by giving written notice. For monthly services, 14 days' notice is requested as standard. For one-time assessments not yet carried out, 48 hours' notice is sufficient.

Anugerah may suspend or end an arrangement with immediate effect if: fees remain outstanding beyond a reasonable period; there is conduct that makes continuation unsafe or unreasonable for our staff; or it becomes impractical to deliver the service as agreed.

Upon termination, obligations relating to payment for services delivered, intellectual property, confidentiality, and limitation of liability will continue to apply.

12. Dispute Resolution

These Terms & Conditions are governed by the laws of Malaysia. Any dispute arising from or in connection with these terms or the services shall be subject to the jurisdiction of the courts of Kuala Lumpur, Malaysia.

Before initiating any formal process, both parties agree to attempt to resolve any concern through direct, good-faith communication. If you have a concern about any aspect of the service, please contact us at [email protected] so we can discuss the matter and seek a straightforward resolution.

13. General Provisions

• Entire Agreement: These Terms & Conditions, together with any written service confirmation, constitute the complete agreement between the parties in relation to the services.
• Severability: If any provision of these terms is found to be unenforceable, the remaining provisions will continue in full effect.
• Waiver: Failure by either party to enforce a provision of these terms on one occasion does not constitute a waiver of that provision on future occasions.
• Assignment: You may not assign your rights or obligations under these terms without Anugerah's prior written consent. Anugerah may engage suitable associates to assist in service delivery as needed.
• Notices: Written communications required under these terms may be sent by email. Anugerah's contact email for legal matters is [email protected].

14. Changes to These Terms

Anugerah may update these Terms & Conditions from time to time. When changes are made, the "Last updated" date at the top of this page will be revised. For users with active service arrangements, we will provide reasonable notice of material changes by email.

Continued use of our services after revised terms have been communicated constitutes your acceptance of those changes.

15. Contact Information

If you have any questions about these Terms & Conditions, please reach out:

Anugerah
No. 108, Jalan Datuk Keramat, 54000 Kuala Lumpur, Wilayah Persekutuan, Malaysia
Email: [email protected]
Phone: +60 17-220 3701