Terms & Conditions

1. Parties

These Terms and Conditions ("Terms") form the agreement between:

• Penserve — a document organisation and records education service operating from 38 Jalan Padungan, 93100 Kuching, Sarawak, Malaysia ("we", "us", "our"); and
• any individual who accesses this website, submits an enquiry, or engages Penserve for a session ("you", "the client").

By browsing this website or booking a session, you agree to these Terms. If you do not agree, please refrain from using our website or services.

2. Nature of Services

Penserve provides administrative and educational services in the area of personal and household document organisation. Our services are strictly limited to the following:

• Helping individuals and households organise, label, and store personal records in a way that is accessible to family members.
• Providing printed guides, folder tabs, binders, and reference summaries as physical take-home materials.
• Running group workshops for members of the same household around shared document organisation practices.
• Conducting multi-session programmes covering inventory, labelling, scanning checklists, and handbook design.

Our services do not include, and must not be construed as:

• Financial planning or investment advice of any kind.
• Legal advice or the preparation of legal documents.
• Opinions on pension entitlements, EPF balances, or retirement income.
• Tax advice, insurance review, or estate planning consultation.
• Social welfare referrals or government service eligibility assessment.

3. Bookings and Confirmation

Enquiries submitted through the website contact form do not constitute a confirmed booking. A booking is confirmed only once both of the following conditions are met:

• Penserve sends a written confirmation (by email or message) acknowledging the session date, format, and agreed service.
• Payment or a deposit has been received in accordance with the payment terms communicated at time of booking.

We reserve the right to decline any booking at our discretion and will notify you promptly if a requested session cannot proceed.

4. Fees and Payment

Current session fees are displayed on the Solutions page of this website. All fees are stated in Malaysian Ringgit (RM) and include any applicable service charges unless stated otherwise.

• Payment methods and schedules are communicated at the time of booking confirmation.
• For multi-session programmes, a deposit may be required to hold a place in the programme calendar.
• Fees are subject to change. Any change will not affect sessions that are already confirmed and paid.
• We do not offer ongoing subscription arrangements; each session or programme is a standalone engagement.

5. Cancellations and Rescheduling

We understand that plans can change. The following guidelines apply:

• Cancellations with more than 48 hours' notice: a full refund or rescheduled session will be offered, at your preference.
• Cancellations with less than 48 hours' notice: a rescheduled session will be offered, subject to calendar availability. Refunds at short notice are at our discretion.
• No-shows without prior notice: the session fee is forfeited. We will attempt to contact you once to check on your wellbeing.
• Penserve-initiated cancellations: we will offer a full refund or rescheduled session if we need to cancel due to unforeseen circumstances.

Rescheduling requests should be sent to [email protected] or by calling +60 82 425 1738.

6. Your Responsibilities

To make best use of a Penserve session, clients are asked to:

• Arrive (or connect, for video sessions) at the agreed time with any documents you would like to work through together.
• Inform us of any accessibility requirements or personal circumstances that may affect how the session is conducted.
• Keep copies of any physical materials provided, as Penserve does not retain duplicate sets.
• Consult a qualified financial adviser, solicitor, or licensed professional for any matter that falls outside the administrative scope described in Section 2.

7. Limitation of Liability

Penserve's role is strictly administrative and educational. We do not handle, store, copy, transmit, or take custody of your original documents.

To the extent permitted by Malaysian law, Penserve will not be held responsible for:

• Any financial loss arising from decisions made by a client following a session.
• Errors in how a client applies the labelling or organisation guidance provided.
• Loss or damage to personal documents that were brought to or shared during a session.
• Delays in service delivery caused by circumstances outside our control, including illness, infrastructure disruptions, or acts of nature.

Our total liability for any single claim will not exceed the fee paid for the session directly connected to the claim.

8. Intellectual Property

All written guides, labelling templates, binder structures, and reference summaries produced by Penserve are our intellectual property. Clients may use materials provided to them for their own personal and household purposes. Materials may not be reproduced, distributed, or resold without prior written consent from Penserve.

All website content — including text, page structure, and imagery — is owned by or licensed to Penserve and may not be copied without permission.

9. Personal Data

We handle personal information in accordance with Malaysia's Personal Data Protection Act 2010 (PDPA). Please read our Privacy Policy for full details on how your data is collected, used, and protected. By engaging our services, you consent to the use of your personal data as described in that policy.

10. Cookies and Website Use

This website uses cookies to support basic functionality and, with your consent, to collect anonymised analytics data. Please see our Cookie Policy for a full description of cookies in use, how to manage them, and how to withdraw consent.

11. Third-Party Links

This website may contain links to external websites for reference purposes. Penserve is not responsible for the content, accuracy, or practices of external sites, and a link should not be taken as an endorsement. Clients are encouraged to review the terms and privacy policies of any external site they visit.

12. Changes to These Terms

We may update these Terms from time to time to reflect changes in our services, applicable law, or operating practices. Any material changes will be posted on this page with an updated date. Continued use of the website or our services after an update constitutes acceptance of the revised Terms. If you disagree with a change, please contact us before your next session to discuss.

13. Governing Law

These Terms are governed by the laws of Malaysia. Any dispute arising from these Terms or from the use of Penserve's services will be subject to the jurisdiction of the courts of Sarawak, Malaysia. We encourage clients to raise any concern with us directly before seeking any formal resolution, as most matters can be addressed through open communication.

14. Contact Us

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