Terms & Conditions

1. Definitions

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

• "Suria" / "We" / "Us" / "Our" refers to Suria, a home companionship and coordination service provider operating from No. 121, Jalan Tunku Abdul Rahman, 50100 Kuala Lumpur, Wilayah Persekutuan, Malaysia.
• "User" / "You" / "Client" refers to any individual or family representative who contacts Suria, submits an enquiry, or enters into a service arrangement with Suria.
• "Programme" / "Service" refers to any of the companionship or coordination programmes offered by Suria, including the Social Engagement Programme, Regular Check-in & Family Updates, and Daily Living Support Coordination.
• "Agreement" refers to these Terms and Conditions, together with any written service arrangement confirmed between Suria and the Client.
• "Website" refers to the Suria website at https://surianaa.club.

2. Acceptance of Terms

By using the Suria website, submitting an enquiry form, or entering into a service arrangement with Suria, you confirm that you have read, understood, and agree to be bound by these Terms.

You must be at least 18 years of age and have the legal capacity to enter into a binding agreement. If you are acting on behalf of another person (for example, as a family representative arranging a programme for an older relative), you confirm that you have the authority to do so and that the person you represent agrees to receive the relevant services.

If you do not agree to these Terms, please do not submit an enquiry or enter into a service arrangement with Suria.

3. Service Description

Suria provides home companionship and household coordination services for older adults in Kuala Lumpur and the surrounding area. Our programmes are designed to support families who want consistent, caring arrangements for a loved one's social wellbeing and home comfort.

Our current programme offerings are:

• Social Engagement Programme — coordinating group activities, community outings, hobby circles, and festive gatherings on a recurring monthly basis.
• Regular Check-in & Family Updates — scheduled friendly check-ins (phone or in-person) with written summaries shared with the family.
• Daily Living Support Coordination — organising practical household assistance including tidying, laundry coordination, and meal preparation support.

All programmes are delivered in the English language. Services are available in Kuala Lumpur, Wilayah Persekutuan and surrounding areas. Geographic availability outside this region is subject to confirmation by Suria prior to any arrangement being made.

Suria does not provide regulated healthcare, medical, or therapeutic services. Our programmes are limited to companionship, social coordination, and household task organisation as described above.

4. Enquiries & Onboarding

Submitting an enquiry through the Suria website does not constitute a binding service agreement. A programme arrangement is only formed once both parties have confirmed the scope of services, schedule, and fees in writing (including by email).

Prior to the commencement of any programme, Suria will conduct an initial consultation with the family to understand the older relative's preferences, routines, and any relevant considerations. This consultation is provided at no charge.

Suria reserves the right to decline to enter into any service arrangement at its reasonable discretion.

5. User Responsibilities

When engaging with Suria, you agree to:

• Provide accurate and up-to-date information about yourself and the person for whom services are being arranged.
• Notify Suria promptly of any changes to relevant circumstances that may affect the delivery of services.
• Ensure that the older relative and any household occupants treat Suria coordinators with courtesy and respect.
• Make the agreed environment accessible for service delivery at the agreed times.
• Pay all fees by the agreed due date.
• Not request Suria coordinators to perform tasks outside the scope of the agreed programme, or to act in a manner inconsistent with Suria's operational standards.

You agree not to use the Suria website or any communications with Suria for any unlawful purpose, or in any manner that could damage, disable, or impair Suria's services or reputation.

6. Intellectual Property

All content on the Suria website — including text, layout, graphics, logos, and programme descriptions — is the property of Suria and is protected under Malaysian intellectual property law.

You are granted a limited, non-exclusive, non-transferable licence to access and view the website for your personal, non-commercial use. You may not reproduce, redistribute, modify, or create derivative works from any website content without Suria's prior written consent.

Any feedback, suggestions, or information you provide to Suria in connection with its services may be used by Suria to improve its offerings without any obligation to compensate you.

7. Fees & Payment

Programme fees are charged on a monthly basis in Malaysian Ringgit (RM). Current fees are as set out on the Suria website and confirmed in writing at the time of arrangement.

Payment Method

Payment details and accepted methods will be confirmed at the time of onboarding. Suria currently accepts bank transfer and other methods as notified to you in writing.

Billing Cycle

Monthly fees are due at the start of each service month unless otherwise agreed in writing. Suria reserves the right to suspend services if fees remain outstanding for more than 14 calendar days after the due date, without prejudice to its right to recover the outstanding amount.

Adjustments

If a programme is adjusted mid-month at the Client's request, fees for that month will be calculated on a pro-rated basis where appropriate. Changes initiated by Suria due to circumstances outside its control will be handled on a case-by-case basis and communicated to the Client promptly.

Cancellation & Refunds

Either party may terminate a programme arrangement with 14 days' written notice. If the Client terminates mid-month, fees already paid for that month are non-refundable unless the termination is due to a material breach by Suria. Suria does not offer refunds on fees paid for completed service periods.

8. Service Delivery Terms

Suria will use reasonable efforts to deliver programmes in accordance with the agreed schedule and scope. However, the following conditions apply:

• Specific outcomes for the older relative — such as changes in social engagement or household condition — cannot be and are not committed to by Suria.
• If a planned visit or activity cannot proceed due to circumstances reasonably outside Suria's control (including the older relative being unavailable, unwell, or unwilling to participate on a given occasion), Suria will endeavour to reschedule where practicable but does not guarantee a replacement session.
• Coordinators assigned to a programme may change from time to time. Suria will give reasonable notice of any permanent change and will ensure a proper handover.
• Suria reserves the right to adjust programme content or scheduling where reasonably necessary for the safety or comfort of the coordinator or the older relative, notifying the family promptly.

Confidentiality

Suria will keep all information relating to the Client, the older relative, and the household in strict confidence. Such information will not be shared outside the Suria team except where required by law or with the Client's express written consent.

9. Disclaimers

Suria's programmes are provided in good faith on the basis of the information supplied by the Client. Suria does not hold any medical, nursing, or healthcare qualifications and does not provide services in those capacities.

The website and its content are provided for general information purposes only and do not constitute professional advice of any kind. Suria makes no warranty that the website will be available without interruption or free of errors.

While Suria takes care in selecting and vetting its coordinators, it does not warrant that any specific outcome will be achieved for the older relative as a result of any programme.

10. Limitation of Liability

To the fullest extent permitted by Malaysian law, Suria's total liability to you in connection with any programme or use of the website shall not exceed the total fees paid by you to Suria in the two months immediately preceding the event giving rise to the claim.

Suria shall not be liable for any indirect, consequential, special, or punitive losses, including but not limited to loss of opportunity, loss of data, or loss arising from the older relative's choices or actions.

Nothing in these Terms limits Suria's liability for fraud, wilful misconduct, or any liability that cannot be excluded under applicable Malaysian law.

Force Majeure

Suria shall not be liable for any delay or failure to perform its obligations caused by circumstances beyond its reasonable control, including natural disasters, public health emergencies, civil unrest, or government-imposed restrictions.

11. Indemnification

You agree to indemnify and hold harmless Suria, its coordinators, and its representatives from and against any claims, losses, damages, or expenses (including reasonable legal fees) arising from your breach of these Terms, your provision of false or misleading information, or any act or omission by you or any household member that causes harm to a Suria coordinator.

12. Termination

Either party may terminate a programme arrangement by providing 14 days' written notice to the other party. Notice may be given by email to the address on record.

Suria may terminate a programme arrangement immediately and without prior notice where:

• The Client has failed to pay outstanding fees within 14 days of the due date;
• The Client or any household member has behaved in a manner that is threatening, abusive, or unsafe towards a Suria coordinator;
• The Client has materially breached these Terms and has not remedied the breach within 7 days of written notice from Suria.

On termination, all outstanding fees become immediately payable. Sections 6 (Intellectual Property), 9 (Disclaimers), 10 (Limitation of Liability), 11 (Indemnification), and 13 (Dispute Resolution) survive termination.

13. Dispute Resolution

These Terms are governed by the laws of Malaysia. The parties agree that the courts of Malaysia shall have exclusive jurisdiction to settle any dispute arising from or in connection with these Terms.

Informal Resolution

Before commencing any formal proceedings, both parties agree to attempt to resolve any dispute informally by written communication. If a resolution is not reached within 30 days of the written notice of dispute, either party may proceed to formal resolution.

Suria is open to mediation as an alternative means of resolving disputes where both parties agree to participate.

14. General Provisions

Entire Agreement

These Terms, together with any written service arrangement confirmation, constitute the entire agreement between you and Suria with respect to the subject matter and supersede all prior discussions, representations, or agreements.

Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force.

Waiver

Suria's failure to enforce any provision of these Terms on a particular occasion does not constitute a waiver of its right to enforce that provision in the future.

Assignment

You may not assign your rights or obligations under these Terms without Suria's prior written consent. Suria may assign its obligations under these Terms to a successor entity with reasonable notice to you.

Notices

Notices under these Terms shall be in writing and may be delivered by email. Notices to Suria should be sent to [email protected]. Notices to you will be sent to the email address provided at the time of enquiry or onboarding.

15. Changes to These Terms

Suria may update these Terms from time to time. Where changes are material, Suria will provide reasonable notice by posting the updated Terms on the website and, where a service arrangement is in place, by notifying the Client by email.

Continued engagement with Suria's services after the effective date of any update constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you may terminate your service arrangement in accordance with Section 12.

16. Contact Information

For questions or concerns about these Terms, please contact us:

• Email: [email protected]
• Phone: +60 13-830 8001
• Address: No. 121, Jalan Tunku Abdul Rahman, 50100 Kuala Lumpur, Wilayah Persekutuan, Malaysia

We aim to respond to all written enquiries within 5 working days.