Terms & Conditions

1. Definitions

The following terms are used throughout this document:

• "Agreement" — these Terms and Conditions, read together with any service confirmation provided to you by Rumara.
• "Service" — any home support coordination service offered by Rumara, including Daily Living Support Coordination, Caregiver Guidance Workshops, and Everyday Meal Planning & Grocery Coordination.
• "User" / "you" — any individual who visits our website or engages with Rumara for the purpose of arranging a Service.
• "We" / "us" / "our" — Rumara, a home support coordination service operating from No. 84, Lorong Maarof, 59000 Kuala Lumpur, Malaysia.
• "Content" — all text, images, documents, and materials available on our website or provided to you as part of a Service.
• "Website" — the website accessible at rumara.live and all associated pages.

2. Acceptance of Terms

By using our website or enquiring about our services, you confirm that you have read, understood, and agree to be bound by this Agreement. If you do not agree, please do not use our website or engage with our services.

You must be at least 18 years of age and have the legal capacity to enter into a binding agreement. By proceeding, you represent that both conditions are met.

Submitting a contact form or following up on an enquiry constitutes acceptance of these terms for the purposes of that engagement.

3. Service Description

Rumara provides home support coordination services for older adults living in Kuala Lumpur and surrounding areas. Our services are non-medical and do not include personal care, nursing, physiotherapy, or any regulated health or social services.

Availability

• Services are available Monday to Friday, 9:00 am – 6:00 pm, and Saturday 9:00 am – 1:00 pm
• We do not operate on Malaysian public holidays unless separately agreed in writing
• Services are currently limited to Kuala Lumpur and immediate surrounding residential areas

Service scope

The exact scope of each Service will be confirmed with you in writing before commencement. We reserve the right to decline or discontinue a Service where it falls outside our reasonable operating capacity.

4. Your Responsibilities

• Provide accurate and complete information when making an enquiry or entering a service arrangement
• Inform us promptly of any changes to your family's situation that may affect the delivery of the Service
• Use our website and services only for lawful purposes and in accordance with this Agreement
• Not attempt to disrupt, damage, or gain unauthorised access to our website or systems
• Not reproduce, distribute, or commercially exploit any Content from our website without our prior written permission

5. Intellectual Property

All Content on our website — including text, layout, graphics, and service documentation — is owned by or licensed to Rumara. Nothing in this Agreement grants you any rights in our intellectual property beyond a limited, non-exclusive licence to view and use the website for personal, non-commercial purposes.

You may not reproduce, adapt, or republish any part of our website or service materials without express prior written consent.

6. Payment Terms

Pricing and currency

All prices are quoted in Malaysian Ringgit (RM) and are inclusive of applicable taxes unless stated otherwise. Starting prices shown on our website are indicative; final pricing will be confirmed during your consultation.

Payment

• Payment terms will be set out in your service confirmation
• We accept bank transfer (FPX) and other methods confirmed at the time of booking
• Services will generally commence after receipt of agreed payment or deposit

Cancellations and refunds

• Cancellations made at least 48 hours before a scheduled session will not incur a cancellation fee
• Cancellations with less than 48 hours' notice may be charged at 50% of the session rate
• If Rumara is unable to deliver an agreed session for reasons within our control, you will receive a full credit or rescheduled session at no extra cost
• Refund requests will be assessed on a case-by-case basis in line with Malaysian consumer protection principles

7. Service-Specific Terms

Daily Living Support Coordination

• Sessions are arranged on a weekly basis; scheduling changes require at least 24 hours' notice
• Rumara coordinates household helpers but is not the employer of those helpers
• Family check-ins will be conducted via a method agreed with you (phone, message, or email)

Caregiver Guidance Workshops

• A full programme consists of sessions as agreed in your service confirmation
• Session recordings are provided for personal use only and may not be shared or republished
• Follow-up questions must be submitted within 14 days of the final session

Meal Planning & Grocery Coordination

• Weekly menus and grocery lists are prepared based on preferences gathered during set-up
• Rumara liaises with a grocery delivery service on your behalf but is not responsible for delivery errors or stock shortfalls outside our control
• Menu adjustments can be requested with at least 3 business days' notice per cycle

8. Disclaimers

Our services are provided on an "as available" basis. While we take care to deliver quality coordination support, we make no representations or warranties about specific outcomes arising from our services.

Rumara does not provide medical, nursing, legal, financial, or other regulated professional advice. Nothing on our website or in our service materials should be treated as such. Where professional advice is needed, please consult a qualified professional.

We do not warrant that our website will be available at all times or free from errors, though we make reasonable efforts to maintain it.

9. Limitation of Liability

To the fullest extent permitted by Malaysian law, Rumara shall not be liable for any indirect, incidental, or consequential loss or damage arising from your use of our website or services, including loss of data, loss of income, or reputational harm.

Our total liability to you for any claim arising from a Service shall not exceed the amount paid by you for that specific Service in the 3 months preceding the claim.

Nothing in this Agreement limits liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded under applicable Malaysian law.

Force majeure

We shall not be held in breach of this Agreement where failure or delay in performance is caused by circumstances outside our reasonable control, including natural disasters, civil unrest, pandemic restrictions, or utility failures.

10. Indemnification

You agree to indemnify and hold harmless Rumara, its staff, and representatives against any claims, losses, or expenses (including reasonable legal fees) arising from your breach of this Agreement, your misuse of our services, or any inaccurate information you have provided to us.

11. Termination

Either party may end a service arrangement by giving 7 days' written notice, unless a different notice period is set out in the service confirmation.

Rumara may terminate or suspend access to our services immediately if you breach this Agreement in a material way, or if continuing the arrangement would put any person's wellbeing at risk.

Upon termination, any payment obligations already incurred remain due. Sections 5, 8, 9, 10, and 12 of this Agreement survive termination.

12. Dispute Resolution

This Agreement is governed by and construed in accordance with the laws of Malaysia. The courts of Kuala Lumpur shall have exclusive jurisdiction over any dispute arising from this Agreement.

Before commencing formal proceedings, both parties agree to attempt to resolve any dispute informally by contacting [email protected]. We will respond within 10 business days and endeavour to reach an agreed resolution within 30 days.

Where informal resolution is unsuccessful, disputes may be referred to mediation through the Malaysian Mediation Centre before court proceedings are initiated.

13. General Provisions

• Entire agreement — this Agreement constitutes the complete understanding between you and Rumara for the subject matter covered, superseding prior discussions
• Severability — if any provision is found unenforceable, the remaining provisions continue in full force
• Waiver — failure to enforce any provision does not constitute a waiver of that provision
• Assignment — you may not assign your rights under this Agreement without our written consent; Rumara may assign this Agreement in connection with a business transfer
• Notices — formal notices should be sent by email to [email protected] and are deemed received on the next business day

14. Changes to These Terms

We may update these Terms and Conditions periodically. Material changes will be communicated by updating the "Last updated" date and, where feasible, by displaying a notice on our website. Continued use of our website or services after changes take effect constitutes acceptance of the revised terms.

We encourage you to review this page from time to time, particularly before entering a new service arrangement.

15. Contact

For questions about these Terms and Conditions, please contact our legal team: