Terms & Conditions

1. Introduction

Welcome to Sentosa. These Terms and Conditions ("Terms") set out the basis on which we provide pension protection legal services to our clients. By engaging our services or using our website at sentosam.pro, you agree to be bound by these Terms.

We have written these Terms as plainly as we can. If you have any questions about them, please reach out to us before proceeding — we are happy to explain any part at your pace.

These Terms should be read alongside our Privacy Policy and Cookie Policy, which together govern your relationship with us.

2. Definitions

In these Terms, the following expressions carry these meanings:

• "Sentosa", "we", "us", or "our" refers to Sentosa, a pension protection legal services firm registered and operating in Malaysia, with principal address at No. 27, Jalan Telawi 5, Bangsar Baru, 59100 Kuala Lumpur.
• "Client", "you", or "your" refers to any individual or household engaging our services or accessing our website.
• "Services" refers to the pension protection legal services we offer, including but not limited to consultation, entitlement recovery assistance, and lifetime retirement care arrangements.
• "Engagement Letter" means the written agreement signed by you and Sentosa at the commencement of a service.
• "Personal Data" has the meaning given under the Personal Data Protection Act 2010 (Malaysia).

3. Our Services

Sentosa provides pension protection legal services to retirees and their families in Malaysia. Our current service offerings include:

• Quiet Pension Consultation (RM 540) — A considered introductory session to review your EPF (KWSP) and pension documents and explain your entitlements in plain language.
• Entitlement Recovery Assistance (RM 1,150) — Structured support for cases where pension or withdrawal entitlements have been underpaid or declined, including case review, evidence preparation, and correspondence with relevant authorities.
• Lifetime Retirement Care Arrangement (RM 1,880) — A comprehensive engagement covering entitlement review, dispute handling, survivor pension documentation, and a consolidated case file for your records.

The scope of each service is set out in detail within the Engagement Letter. We do not undertake work beyond the agreed scope without your written instruction and agreement on any additional fees.

Our services are advisory and legal in nature. We do not manage, invest, or handle client funds as part of our engagements.

4. Engagement & Scope

An engagement formally begins when both parties have signed the Engagement Letter and the agreed fee or deposit has been received. Until that point, any discussions, consultations, or correspondence are preliminary and do not create an obligation on either party.

Each engagement is personal to the named client and may not be transferred or assigned to another person without our prior written agreement.

We will carry out the services with reasonable care and skill and in accordance with applicable professional and legal standards in Malaysia. Where a matter requires specialist expertise beyond our scope, we will advise you accordingly and, where appropriate, suggest referral to another qualified professional.

Timelines for service delivery depend on the complexity of your matter, the responsiveness of third parties such as EPF (KWSP), and the completeness of documentation you provide. We will keep you informed of progress in writing at regular intervals and will not make substantive decisions on your behalf without your prior knowledge and agreement.

5. Fees & Payment

Our fees are set out clearly before engagement commences. The prices listed on our website are indicative; the final agreed fee will be confirmed in your Engagement Letter.

Unless otherwise agreed in writing, payment terms are as follows:

• For the Quiet Pension Consultation, full payment is due prior to the session.
• For Entitlement Recovery Assistance, a deposit of 50% is due at engagement, with the balance payable upon completion.
• For the Lifetime Retirement Care Arrangement, a structured payment schedule will be agreed and set out in the Engagement Letter.

Accepted payment methods will be confirmed at the time of engagement. All fees are quoted in Malaysian Ringgit (RM) and are inclusive of GST where applicable, unless stated otherwise.

Disbursements (such as filing fees or certified copy charges payable to government bodies) are not included in service fees and will be itemised and invoiced separately as they arise.

Refunds

If you decide not to proceed after a consultation has taken place, the consultation fee is non-refundable as the service will have been delivered. For ongoing engagements, any unused portion of fees paid may be refunded at our discretion, less any work already carried out, within 30 days of written notice of termination.

6. Client Responsibilities

To allow us to serve you well, we ask that you:

• Provide accurate, complete, and up-to-date information and documentation relevant to your matter.
• Notify us promptly of any changes to your circumstances that may affect the engagement.
• Respond to our requests for information or instructions within a reasonable time.
• Treat our staff with courtesy and respect throughout the engagement.
• Not knowingly provide false or misleading information or documentation.

We rely on the information you provide. We are not responsible for outcomes that arise from incomplete, inaccurate, or withheld information, and we may need to revise our advice or suspend work if material information comes to light after the engagement has begun.

7. Confidentiality

We treat all information you share with us as strictly confidential. We will not disclose your personal information, documents, or the details of your matter to any third party except in the following circumstances:

• Where you have given us explicit written consent to do so.
• Where disclosure is necessary to carry out the engagement (for example, corresponding with EPF or a relevant authority on your behalf).
• Where we are required to do so by law, court order, or a regulatory obligation.

Our handling of your personal data is governed separately by our Privacy Policy, which complies with the Personal Data Protection Act 2010 (Malaysia).

8. Intellectual Property

All materials on our website — including text, design, layout, graphics, and content — are the property of Sentosa or our licensors and are protected by applicable intellectual property laws. You may not reproduce, distribute, or use any of these materials without our prior written permission.

Documents and written summaries we prepare for you as part of an engagement are provided for your personal use in connection with your matter. You may retain and share them with your own family or advisors but may not reproduce or publish them commercially without our consent.

9. Limitation of Liability

We carry out our work with care and professionalism. However, certain outcomes depend on decisions made by third parties such as EPF (KWSP) or relevant government authorities, which are beyond our control. We cannot and do not make assurances about the decisions of those bodies.

To the extent permitted by Malaysian law, our liability to you in respect of any engagement is limited to the total fees paid by you for that specific engagement. We are not liable for indirect, consequential, or economic loss that was not reasonably foreseeable at the time of engagement.

Nothing in these Terms limits our liability for fraud, gross negligence, or any liability that cannot be excluded by law.

10. Termination

Either party may terminate an engagement by giving written notice. If you choose to terminate, we will prepare a summary of work completed to date and issue a final account within 14 days.

We may suspend or terminate an engagement if:

• You provide information we have reason to believe is false or misleading.
• You fail to respond to our requests for instructions within a reasonable period.
• Payment obligations are not met as agreed.
• A conflict of interest arises that we are unable to resolve.

In such circumstances, we will give you reasonable notice and, where possible, sufficient time to make alternative arrangements.

11. Complaints Procedure

We take client concerns seriously and aim to address them thoughtfully. If you have a complaint about any aspect of our service, please contact us in the first instance by writing to:

Sentosa — Client Relations
No. 27, Jalan Telawi 5, Bangsar Baru, 59100 Kuala Lumpur
Email: [email protected]
Phone: +60 3-2161 8472

We aim to acknowledge your complaint within 3 working days and to provide a substantive response within 14 working days. If we are unable to resolve your complaint internally, we will advise you of any further steps available to you under Malaysian law.

12. Governing Law

These Terms are governed by and construed in accordance with the laws of Malaysia. Any dispute arising out of or in connection with these Terms or your engagement with us shall be subject to the exclusive jurisdiction of the courts of Malaysia.

We will always endeavour to resolve disputes amicably before resorting to formal proceedings, and we encourage you to contact us first if any concern arises.

13. Amendments

We may update these Terms from time to time to reflect changes in our services, practices, or applicable law. We will post the revised Terms on our website with an updated effective date. For ongoing engagements, we will notify you of material changes in writing before they take effect.

Continued use of our website or services after the effective date of any revised Terms constitutes your acceptance of the changes.

14. Contact

If you have any questions about these Terms, or about our services in general, please reach out to us. We are always glad to speak with you at a pace that feels comfortable.