Terms & Conditions

1. Definitions

• "Agreement" — these Terms and Conditions, as updated from time to time.
• "Service" or "Programme" — any of the citizen assistance programmes offered by Merbau Table, including the Household Paperwork Organisation Visit, the Senior Companion Desk, and the Newcomer Settling-In Package.
• "Client" or "You" — an individual or household that engages Merbau Table for a programme, or a person using this website.
• "Session" — a scheduled block of time during which a Merbau Table support assistant works with the client.
• "Content" — all text, images, and materials published on this website.

2. Acceptance of Terms

By using this website or booking a service, you confirm that:

• You are at least 18 years of age, or are acting on behalf of a household with the authority to do so.
• You have the legal capacity to enter into a binding agreement.
• You have read and agree to these Terms and our Privacy Policy.

3. Service Description

Merbau Table provides practical, non-specialist citizen assistance services to households in Malaysia, primarily in the Petaling Jaya and Klang Valley area. Our three programmes are described in detail on the Solutions page. Services are available subject to assistant availability and geographic reach.

We do not provide legal advice, financial guidance, healthcare services, government processing, or any activity requiring a professional licence. Any information provided during sessions is general and organisational in nature only.

4. Booking and Payment

• Bookings are confirmed upon receipt of a booking confirmation from Merbau Table by email.
• Fees are stated in Malaysian Ringgit (RM) and are all-inclusive unless a variation is agreed in writing before the booking is confirmed.
• Payment is due in full before or at the time of the first session unless a written arrangement for staged payment is agreed.
• Accepted payment methods will be communicated during the booking process.

5. Rescheduling and Cancellation

• Client cancellation with 48+ hours notice: A full credit is applied to a rescheduled booking. No refund of cash.
• Client cancellation with less than 48 hours notice: The session fee for that session is forfeited. For monthly packages, this applies per session within the monthly fee.
• Merbau Table cancellation: If we need to cancel a confirmed session, a full credit or refund is offered for that session at the client's choice.
• Programme termination mid-package: For the Newcomer Settling-In Package, if the client wishes to terminate before completion, a pro-rated credit is calculated based on sessions and visits completed, minus a RM 350 administration fee.

6. Client Responsibilities

• Provide accurate information during intake and throughout the programme.
• Ensure that the location for a home or office visit is safe and accessible for our assistant.
• Be present or ensure an authorised adult is present for all in-home sessions.
• Not request that our assistants perform tasks outside the scope of the agreed service (such as legal interpretation, financial decision-making, or physical tasks unrelated to document organisation).
• Treat Merbau Table staff with respect. We reserve the right to withdraw from a session or terminate a programme without refund if our staff experience abusive or threatening behaviour.

7. Intellectual Property

All content on this website — including text, layout, and programme descriptions — is the property of Merbau Table Sdn. Bhd. The Neighbourhood Handbook and other programme materials produced by Merbau Table are provided for the personal use of the engaging client and may not be reproduced or distributed commercially. You may not reproduce, copy, or distribute website content without prior written consent.

8. Disclaimers

Merbau Table's services are practical and organisational in nature. We make no representation that:

• Any government application, registration, or counter transaction will be approved or accepted as a result of our assistance.
• Any document system or organisation method we establish is suitable for legal, tax, or insurance purposes.
• Information provided during sessions constitutes professional advice of any kind.

Our services are provided in good faith and on a reasonable-endeavours basis. We are not liable for outcomes that depend on the decisions or processes of third parties, including government bodies, utilities, or community organisations.

9. Limitation of Liability

To the maximum extent permitted by Malaysian law, Merbau Table's liability for any claim arising from a service engagement is limited to the total fee paid for the specific programme or session in which the issue arose. We are not liable for indirect, consequential, or incidental losses. Nothing in this clause limits liability for personal injury caused by our negligence.

10. Indemnification

You agree to indemnify and hold harmless Merbau Table, its staff, and its contractors from any claims, costs, or damages arising from your breach of these Terms, misuse of our services, or provision of inaccurate information that leads to a negative outcome.

11. Termination

Either party may terminate an ongoing programme with written notice. Merbau Table may terminate immediately and without refund if a client engages in conduct that endangers staff safety, requests services outside our scope after being informed of the boundary, or provides materially false information during intake. Programme-specific credit and refund terms apply as described in Section 5.

12. Governing Law and Disputes

These Terms are governed by the laws of Malaysia. Any dispute arising from these Terms or from a service engagement will first be addressed through an informal resolution process — we ask that you contact us at [email protected] and allow 14 days for a written response.

If informal resolution is not reached, the dispute shall be subject to the exclusive jurisdiction of the courts of Selangor, Malaysia.

13. General Provisions

• Entire Agreement: These Terms, together with the Privacy Policy and any programme-specific confirmation, constitute the entire agreement between the parties.
• Severability: If any provision is found to be unenforceable, the remaining provisions continue in full effect.
• Waiver: Failure to enforce any provision does not constitute a waiver of the right to enforce it in future.
• Assignment: You may not assign your rights under this Agreement without our written consent.

14. Changes to These Terms

We may revise these Terms from time to time. The date at the top of this page will be updated accordingly. Continued use of our website or services after a revision is posted constitutes acceptance of the updated Terms. For material changes, active programme clients will be notified by email.

15. Contact