Privacy Policy
Last Updated: January 15, 2026
1. Introduction
Serenoi is committed to protecting the privacy and personal information of our residents, their families, and anyone who contacts us. This Privacy Policy explains how we collect, use, protect, and handle personal data in accordance with Malaysian data protection laws, including the Personal Data Protection Act 2010 (PDPA).
By using our services, visiting our website, or providing us with your personal information, you consent to the practices described in this policy. If you have questions about our privacy practices, please contact us at [email protected].
2. Information We Collect
We collect and process the following types of personal information:
Contact Information
When you inquire about our services or contact us, we collect your name, email address, phone number, and any other information you choose to provide in your message. This information is collected through our contact forms, phone calls, emails, and in-person visits.
Resident Information
For individuals who become residents, we collect additional information necessary to provide appropriate care and services. This includes medical history (where relevant for safety and dietary needs), emergency contact information, dietary preferences and restrictions, personal preferences regarding daily routines and activities, and family contact information for updates and coordination.
Website Usage Data
When you visit our website, we may automatically collect certain information about your device and browsing behavior through cookies and similar technologies. This includes your IP address, browser type, pages visited, time spent on pages, and referring website. See our Cookie Policy for more details about how we use cookies.
3. How We Use Your Information
We use the personal information we collect for the following purposes:
Service Delivery
To provide residence services, meals, activities, and support to our residents based on their individual needs and preferences. To coordinate care and maintain communication with family members about resident wellbeing. To ensure dietary requirements are met and personal preferences are respected.
Communication
To respond to inquiries about our services and provide requested information. To send updates to families of current residents. To communicate important information about our services or policies.
Safety and Security
To maintain a safe environment for residents and staff. To contact emergency contacts when necessary. To comply with relevant health and safety regulations.
Legal Compliance
To comply with applicable laws and regulations governing senior care facilities in Malaysia. To respond to legal requests or government inquiries where required by law.
4. Legal Basis for Processing
We process personal data based on the following legal grounds:
Consent: When you provide your information through our contact forms or agree to receive communications from us.
Contractual Necessity: To fulfill our obligations under residence agreements with residents and their families.
Legitimate Interests: To operate our business effectively, improve our services, and maintain a safe environment for residents and staff.
Legal Obligation: To comply with Malaysian laws and regulations applicable to senior care facilities.
5. Data Sharing and Disclosure
We do not sell personal information to third parties. We may share personal information in the following limited circumstances:
Service Providers
We may share information with trusted service providers who assist us in operating our facility, such as food suppliers, maintenance contractors, and administrative service providers. These parties are contractually obligated to protect your information and use it only for specified purposes.
Family and Emergency Contacts
We share relevant information with designated family members and emergency contacts as appropriate to keep them informed about their loved one's wellbeing.
Legal Requirements
We may disclose information when required by law, court order, or government request, or when we believe disclosure is necessary to protect our rights, safety, or the safety of others.
6. Data Security
We implement appropriate technical and organizational measures to protect personal information against unauthorized access, alteration, disclosure, or destruction. These measures include:
Secure storage of physical records in locked facilities with restricted access. Password protection and access controls for digital information. Regular staff training on privacy and data protection practices. Secure disposal procedures for records that are no longer needed.
While we take reasonable steps to protect your information, no method of transmission or storage is completely secure. We cannot guarantee absolute security of your personal data.
7. Data Retention
We retain personal information for as long as necessary to fulfill the purposes for which it was collected, or as required by law. Specifically:
Inquiry Information: Contact information from inquiries is retained for up to two years unless you request earlier deletion.
Resident Information: Information related to current and former residents is retained for the duration of their stay and for seven years afterward to comply with legal requirements and maintain historical records.
Website Analytics: Anonymous usage data is retained for up to 24 months for website improvement purposes.
8. Your Rights
Under Malaysian data protection law, you have the following rights regarding your personal information:
Right to Access
You have the right to request a copy of the personal information we hold about you. We will provide this information within 21 days of your request.
Right to Correction
If you believe any information we hold about you is inaccurate or incomplete, you have the right to request correction of that information.
Right to Withdraw Consent
Where we process your information based on consent, you have the right to withdraw that consent at any time. This will not affect the lawfulness of processing based on consent before its withdrawal.
Right to Data Portability
You have the right to receive your personal data in a structured, commonly used, and machine-readable format.
Right to Object
You have the right to object to processing of your personal information where we are relying on legitimate interests as the legal basis for processing.
To exercise any of these rights, please contact us at [email protected]. We will respond to your request within a reasonable timeframe and may need to verify your identity before processing your request.
9. Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to improve user experience and analyze website usage. For detailed information about the cookies we use and how you can manage them, please see our Cookie Policy.
10. Third-Party Links
Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to review the privacy policies of any third-party sites you visit.
11. Children's Privacy
Our services are intended for adults and we do not knowingly collect personal information from individuals under 18 years of age. If we become aware that we have collected information from someone under 18, we will delete that information promptly.
12. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. We will notify you of any material changes by posting the updated policy on our website with a new "Last Updated" date. Your continued use of our services after such changes indicates your acceptance of the updated policy.
13. Contact Information
If you have questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:
Serenoi
Jalan Cheras 178, 56100 Kuala Lumpur, Wilayah Persekutuan, Malaysia
Email: [email protected]
Phone: +60 3 9284 5167
We will respond to your inquiries within a reasonable timeframe.
14. Governing Law
This Privacy Policy is governed by and construed in accordance with the laws of Malaysia. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the Malaysian courts.