Terms & Conditions

1. Definitions

In these Terms and Conditions, the following definitions apply:

"We," "Us," "Our" refers to Serenoi, a senior residential facility located at Jalan Cheras 178, 56100 Kuala Lumpur, Wilayah Persekutuan, Malaysia.

"Resident" refers to any individual who enters into a residence agreement with Serenoi.

"Family" refers to designated family members or legal representatives of a Resident.

"Services" refers to accommodation, meals, activities, and support services provided by Serenoi.

"Agreement" refers to the residence agreement entered into between Serenoi and the Resident or their authorized representative.

2. Acceptance of Terms

By using our website, contacting us for information, or entering into a residence agreement, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, please do not use our services.

These terms apply to all visitors, inquirers, residents, and families who interact with Serenoi in any capacity.

3. Eligibility and Admission

Serenoi provides residence services for seniors who require varying levels of support while maintaining personal autonomy. We assess each prospective resident individually to ensure we can meet their needs appropriately.

Age Requirement

Residents must be 55 years of age or older, unless special circumstances warrant earlier admission at our discretion.

Assessment Process

Prior to admission, we conduct an assessment to understand the prospective resident's needs, preferences, and to determine the appropriate residence level. This assessment helps ensure we can provide suitable support and that the individual will be comfortable in our environment.

Service Limitations

Serenoi does not provide medical care or intensive nursing services. We offer supportive services in a residential setting. Individuals requiring continuous medical supervision or specialized medical care should seek appropriate medical facilities.

4. Residence Agreement

Upon admission, residents or their authorized representatives enter into a formal residence agreement with Serenoi. This agreement outlines:

The residence level selected (Meadowview, Prairie, or Fieldstone). Services included in that residence level. Monthly fees and payment terms. Duration of the agreement and renewal procedures. Rights and responsibilities of both parties. Procedures for modifying services or residence levels as needs change.

The residence agreement is a legally binding contract and should be reviewed carefully before signing.

5. Fees and Payment

Monthly Fees

Monthly residence fees vary based on the residence level selected. Current fees are: Meadowview Residence at RM 2,900 per month, Prairie Residence at RM 6,850 per month, and Fieldstone Residence at RM 11,300 per month. These fees cover accommodation, meals, and services as outlined in the residence agreement.

Payment Terms

Monthly fees are due on the first day of each month. Payment may be made by bank transfer, cheque, or other agreed methods. Late payments may incur additional charges as specified in the residence agreement.

Fee Adjustments

We reserve the right to adjust monthly fees with three months' written notice to residents and their families. Fee adjustments typically reflect changes in operating costs, improvements to services, or market conditions.

Additional Services

Services not included in the monthly fee will be billed separately. These may include specialized transportation beyond standard service, personal items or supplies, or other services requested by the resident or family.

6. Services Provided

The specific services provided depend on the residence level selected. Generally, our services include:

All Residence Levels

Private accommodation appropriate to the residence level. Three daily meals with accommodation for dietary preferences and restrictions. Housekeeping and laundry services. Access to common areas and outdoor spaces. Activities program with optional participation. 24-hour staff presence for safety and support.

Enhanced Services

Higher residence levels include additional services such as larger accommodations, increased personal assistance, coordinated transportation, and specialized wellness initiatives as detailed in the residence agreement.

7. Resident Rights and Responsibilities

Resident Rights

Residents have the right to: Be treated with dignity and respect. Make their own decisions about daily activities and routines. Privacy in their accommodations. Receive services described in their residence agreement. Have family and friends visit during designated hours. Voice concerns or complaints without fear of retaliation. Access their personal information and request corrections if needed.

Resident Responsibilities

Residents are expected to: Treat staff and other residents with respect. Follow safety guidelines and facility policies. Pay monthly fees on time. Inform staff of changes in health status or needs. Respect the privacy and property of others. Maintain their accommodations in reasonable condition.

8. Visiting and Guest Policies

We welcome family and friends to visit residents during our visiting hours, typically from 8:00 AM to 8:00 PM daily. Visitors should check in at the main desk upon arrival.

We ask that visitors respect other residents' privacy and the quiet atmosphere of the facility. Overnight guests require advance approval from management.

9. Health and Safety

We maintain safety standards in accordance with Malaysian regulations for senior residential facilities. This includes regular safety inspections, emergency procedures, fire safety measures, and staff training in safety protocols.

While we maintain a safe environment, we are not a medical facility and cannot provide continuous medical care. Residents requiring ongoing medical treatment should coordinate with their healthcare providers.

In case of medical emergencies, we will contact emergency services and the resident's designated emergency contacts immediately.

10. Changes to Services or Residence Level

As resident needs change, it may become necessary to adjust services or move to a different residence level. We work with residents and their families to make such transitions as smooth as possible.

If we determine that we can no longer appropriately meet a resident's needs within our available service levels, we will work with the family to identify suitable alternative arrangements.

11. Termination of Residence

By Resident or Family

Residents or their authorized representatives may terminate the residence agreement with 30 days' written notice. Fees are pro-rated based on the actual days of residence in the final month.

By Serenoi

We may terminate a residence agreement under the following circumstances: Non-payment of fees after reasonable notice and opportunity to remedy. Behavior that threatens the safety or wellbeing of other residents or staff. When the resident's needs exceed our ability to provide appropriate care. Violation of facility policies after warnings and opportunities for correction.

In such cases, we provide reasonable notice and work with the family to arrange alternative placement when possible.

12. Liability and Insurance

Serenoi maintains appropriate insurance coverage for our operations. However, we recommend that residents maintain personal property insurance for their belongings.

While we take reasonable care to protect resident property, we cannot be held liable for loss or damage to personal items unless caused by our negligence.

We are not liable for injuries or losses resulting from a resident's own actions or choices, except where such injury or loss results from our negligence or failure to meet our obligations under the residence agreement.

13. Privacy and Confidentiality

We protect resident privacy in accordance with Malaysian privacy laws. Personal information is handled as described in our Privacy Policy. See our Privacy Policy for detailed information about data protection practices.

14. Complaints and Dispute Resolution

We encourage open communication about any concerns. If you have a complaint or concern, please contact our management team. We will investigate and respond to complaints within a reasonable timeframe.

If a satisfactory resolution cannot be reached through direct discussion, parties may pursue mediation or other dispute resolution procedures as specified in the residence agreement.

15. Changes to Terms

We may update these Terms and Conditions from time to time. Changes will be posted on our website with an updated "Last Updated" date. Significant changes affecting current residents will be communicated directly.

Continued residence after changes are posted constitutes acceptance of the updated terms.

16. Governing Law

These Terms and Conditions are governed by the laws of Malaysia. Any disputes arising from these terms or from residence agreements shall be subject to the exclusive jurisdiction of the Malaysian courts.

17. Severability

If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

18. Contact Information

For questions about these Terms and Conditions or any aspect of our services, please contact us:

Serenoi

Jalan Cheras 178, 56100 Kuala Lumpur, Wilayah Persekutuan, Malaysia

Email: [email protected]

Phone: +60 3 9284 5167