Terms & Conditions

1. Definitions

In these Terms and Conditions:

• "Pensara" / "we" / "us" / "our" refers to the business operating under that name at 52 Jalan Dungun, Damansara Heights, 50490 Kuala Lumpur, Malaysia.
• "Services" refers to the retirement documentation and records support services described on this website, including the Records Sorting Session, the Documentation Readiness Programme, and the Family Archive Build and Administrative Coordination.
• "Client" / "you" / "your" refers to any individual or household that engages our services or uses this website.
• "Engagement" refers to a specific, agreed scope of work between Pensara and a client, documented in a written scope agreement.
• "Deliverables" refers to the written outputs produced during an engagement, including inventories, session summaries, templates, and handover documents.

2. Acceptance of terms

By using this website or engaging our services, you agree to these terms. Our services are intended for adults aged 18 and over. By engaging our services, you confirm that you have the legal capacity to enter into an agreement and that you are at least 18 years of age.

An engagement begins when both parties have agreed in writing to the scope, fee and scheduled sessions. Submitting an enquiry form on this website does not constitute the start of an engagement.

3. Nature of the service

Pensara provides administrative and organisational support services in connection with retirement-related paperwork. Our services include:

• Sorting, labelling and categorising documents
• Building and implementing folder structures and naming conventions
• Preparing written inventories and session summaries
• Presenting general publicly available information about Malaysian retirement schemes as education only
• Scanning, indexing and labelling documents for digital storage on the client's own chosen media
• Preparing handover documents for family members

Our services do not include:

• Advice on financial entitlements, retirement scheme rules or withdrawal eligibility
• Legal advice, interpretation of legal documents, or representation
• Contacting EPF, LTAT, SOCSO, employers or any institution on behalf of clients
• Making decisions about documents or entitlements on behalf of clients
• Any service requiring a regulated professional licence in Malaysia

Where a question falls outside the scope above, the coordinator will say so clearly and, where appropriate, suggest seeking a qualified professional. This is not a limitation — it is a core part of how we work and is described in writing at the start of every engagement.

4. Payment terms

All fees are quoted in Malaysian Ringgit (MYR). Current fees are:

• Records Sorting Session: RM 490
• Documentation Readiness Programme (4 sessions): RM 1,690
• Family Archive Build and Administrative Coordination: RM 4,350

Fees are flat and inclusive of all deliverables described in the service scope. No additional charges are added after an engagement begins.

Payment schedule: For the Records Sorting Session, full payment is due before the session date. For the Documentation Readiness Programme and the Family Archive Build, 50% is due before the first session and the remainder at the midpoint of the engagement. Accepted payment methods will be confirmed at the time of booking.

Cancellations: Sessions cancelled with more than 48 hours' notice may be rescheduled at no charge. Sessions cancelled with less than 48 hours' notice may be subject to a rescheduling fee of RM 100. Engagements cancelled after the scope agreement has been signed and before the first session are subject to a RM 150 administration charge; the remainder of any deposit paid will be returned.

5. Client responsibilities

To allow us to carry out the agreed service, clients agree to:

• Provide access to the documents relevant to the agreed scope at the time of the session
• Respond to coordinator communications within a reasonable time
• Read and confirm the written scope agreement before any session begins
• Notify us promptly if the scope of the engagement needs to change

Clients acknowledge that the quality of the deliverables depends in part on the completeness and accuracy of the documents they provide access to.

6. Intellectual property

All written templates, folder structures, naming conventions and other materials created by Pensara and delivered as part of an engagement become the property of the client for their own personal use. Clients may not reproduce or commercially distribute Pensara's templates or methodologies without written permission. The content of this website, including all text and design elements, remains the property of Pensara.

7. Confidentiality

Pensara treats all information shared during an engagement as confidential. We do not discuss client information with third parties except where required by law. Original documents are returned to clients at the end of each session. We do not retain copies of personal documents. All personal data is handled in accordance with our Privacy Policy and Malaysia's Personal Data Protection Act 2010.

8. Disclaimers

Pensara's services are administrative and educational in nature. Nothing we say, write or produce during an engagement constitutes financial, legal, tax or investment advice. Clients are responsible for seeking appropriate qualified professional advice in connection with their retirement entitlements, legal documents and financial decisions.

We make reasonable efforts to ensure that general information presented during the Documentation Readiness Programme is accurate and drawn from published public sources. However, scheme rules and published information are subject to change, and clients should verify current information directly with the relevant institution or a qualified professional before acting on it.

9. Limitation of liability

To the extent permitted by Malaysian law, Pensara's liability arising from any engagement is limited to the fee paid for that engagement. We are not liable for any indirect or consequential loss arising from our services or from reliance on the information contained in deliverables we produce.

We are not liable for the quality or accuracy of information provided to us by clients that may affect the deliverables we produce, or for actions taken by clients based on referral notes we prepare.

10. Termination

Either party may terminate an engagement by giving written notice. If Pensara terminates an engagement without cause after the first session, we will refund the proportional value of sessions not yet completed. If a client terminates after the first session, fees for sessions completed are due and the remaining balance will not be charged. Pensara reserves the right to end an engagement if a client requests that we act outside our stated scope.

11. Governing law and disputes

These terms are governed by the laws of Malaysia. Any dispute arising from an engagement will first be addressed through direct written communication between the parties, with 14 days allowed to reach an informal resolution. If not resolved, disputes will be referred to mediation before any formal legal proceedings are initiated.

The courts of Malaysia shall have non-exclusive jurisdiction over any dispute that cannot be resolved through mediation.

12. General provisions

These terms, together with the written scope agreement for each engagement, constitute the entire agreement between Pensara and the client. If any clause is found unenforceable, the remaining terms continue in effect. A failure to enforce any term on one occasion does not constitute a waiver of that term. Pensara may not assign its obligations under an engagement without the client's written consent.

Notices under these terms may be sent by email and are considered received one business day after sending. Pensara's email address for notices is [email protected].

13. Changes to these terms

We may update these terms from time to time. When we do, the updated version will be published on this page with a revised "Last updated" date. Active clients will be notified of significant changes by email at least 14 days before they take effect. Continued use of our website or services after a change constitutes acceptance of the updated terms.