Terms & Conditions

1. Definitions

• "Pensara", "we", "us", "our" — refers to Pensara, registered at 9 Jalan Kelawai, 10250 George Town, Pulau Pinang, Malaysia.
• "Programme" — any workshop, coaching engagement or institutional programme offered by Pensara.
• "Participant", "you" — the individual registering for or attending a programme, or the organisation contracting for an institutional programme.
• "Materials" — any printed or digital content provided to participants as part of a programme, including worksheets, glossaries, sample statements and session decks.
• "Website" — this website at pensara.blog and any subdomains.
• "Agreement" — these Terms & Conditions together with any booking confirmation or institutional programme contract.

2. Acceptance of Terms

By registering for a programme, submitting an enquiry through this website, or attending any Pensara session, you agree to be bound by these terms. If you are registering on behalf of an organisation, you confirm that you have authority to bind that organisation.

Our programmes are intended for adults aged 18 and above. By registering, you confirm that you are at least 18 years of age or, if younger, that you have the consent of a parent or guardian.

3. Description of Services

Pensara offers general education on retirement scheme documentation in Malaysia. Our programmes explain the structure and content of retirement-related documents. They are not financial planning services, investment advice, legal advice or any form of regulated activity under Malaysian law.

Nothing in our programmes, materials or correspondence constitutes personalised advice on any individual's retirement entitlement, financial position or legal situation. Where a question requires regulated input, we direct participants to appropriate categories of qualified professional.

Programmes are delivered in George Town, Penang, or online as specified at booking. We reserve the right to change delivery format with reasonable notice if circumstances require it.

4. Enrolment and Booking

Enrolment in an open workshop or coaching engagement is confirmed upon receipt of full payment. For institutional programmes, a written programme contract signed by both parties constitutes confirmation.

We reserve the right to decline or cancel a booking at our discretion. In the event we cancel a programme, we will offer a full refund of any fees paid or, at the participant's option, transfer to an alternative date.

Open workshop places are limited to 12 participants per session. Bookings are accepted on a first-come, first-served basis.

5. Payment Terms

All fees are quoted and payable in Malaysian Ringgit (RM).

• Open workshop (RM 510 per person) — payment due in full before the session date. Unpaid registrations may be released five working days before the session.
• Family coaching (RM 1,950 total) — a deposit of RM 650 is due to confirm the first session; the balance is due before the third session.
• Institutional programme (RM 4,650) — payment schedule agreed in the programme contract. Typically 50% on contract signature and 50% on delivery of facilitator training.

Payment is accepted by bank transfer to the account details provided at booking confirmation. We do not accept card payments directly and do not store card details.

6. Cancellations and Refunds

Open workshops:

• Cancellation more than 7 days before the session: full refund.
• Cancellation 3–7 days before the session: 50% refund or transfer to the next available date.
• Cancellation less than 3 days before the session or non-attendance: no refund. A substitute participant may attend in your place if notified in advance.

Family coaching:

• Cancellation before the first session: full refund of deposit.
• Cancellation after the first session: deposit is non-refundable; remaining sessions are not billed.
• If a session is missed by the participant without 48 hours' notice, it is forfeited unless rescheduled by mutual agreement.

Institutional programmes: Cancellation and refund terms are set out in the programme contract.

Refunds are processed within 14 working days by bank transfer to the originating account.

7. Intellectual Property

All materials provided by Pensara — including worksheets, glossaries, sample statements, session decks and governance notes — are the intellectual property of Pensara unless otherwise stated. They are provided for the personal use of registered participants or, in the case of institutional programmes, for use within the contracting organisation only.

Participants and institutions may not reproduce, distribute, resell or publicly share Pensara materials without written permission. The member-facing records workbook licensed to institutional clients may be used internally with members as described in the programme contract.

8. Disclaimers

Pensara programmes provide general information about the structure and content of retirement scheme documents. They are provided for educational purposes only. Nothing in our programmes, materials or website constitutes:

• Financial advice, investment advice or any regulated financial service.
• Legal advice or any regulated legal service.
• Any interpretation of your individual entitlement under any retirement scheme.
• Any projection or estimate of future retirement income or benefits.

We make reasonable efforts to ensure the accuracy of materials and to keep them current, but we do not warrant that all content reflects the most recent changes to scheme formats or regulatory requirements. Participants should verify important matters with an appropriately qualified professional.

9. Limitation of Liability

To the fullest extent permitted under Malaysian law, Pensara's liability arising from or in connection with any programme or these terms is limited to the fees paid by the participant for the relevant programme.

We are not liable for any indirect, consequential, special or incidental loss arising from participation in a programme, use of materials, or reliance on information provided in sessions. This includes, without limitation, any financial decisions made following a Pensara programme.

Nothing in these terms limits liability for death or personal injury caused by negligence, or for fraudulent misrepresentation.

10. Indemnification

You agree to indemnify and hold harmless Pensara, its staff and contractors against any claims, losses or damages arising from your breach of these terms, your misuse of programme materials, or any claim arising from advice or decisions you provide to others based on Pensara programme content.

11. Termination

Pensara may terminate or refuse participation to any participant who behaves in a disruptive manner, breaches these terms, or misrepresents the nature of our programmes to others. In such cases, no refund will be due if sessions have already been delivered.

Participants may withdraw from a programme at any time subject to the cancellation and refund terms in section 6.

Provisions of these terms that by their nature should survive termination — including sections on intellectual property, disclaimers, liability and governing law — will do so.

12. Governing Law and Dispute Resolution

These terms are governed by the laws of Malaysia. Any dispute arising out of or in connection with these terms or a Pensara programme will first be addressed through good-faith discussion. If unresolved within 30 days, the matter will be subject to the jurisdiction of the courts of Penang, Malaysia.

For institutional programme disputes, the programme contract may specify an alternative resolution process.

13. General Provisions

• Entire agreement: These terms, together with any booking confirmation or programme contract, constitute the entire agreement between you and Pensara for the relevant programme.
• Severability: If any provision of these terms is found to be 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 these terms without our prior written consent. We may assign our rights to a successor organisation.
• Notices: Notices to Pensara should be sent to [email protected] or to our postal address. Notices to participants will be sent to the email address provided at registration.

14. Changes to These Terms

We may update these terms from time to time. The current version is always available at this page with the date of last update. Changes take effect on the date published. Continued participation in programmes after a change constitutes acceptance of the updated terms. For material changes, we will notify active clients by email.

15. Contact

For questions about these terms:

Email: [email protected]
Post: Pensara, 9 Jalan Kelawai, 10250 George Town, Pulau Pinang, Malaysia
Phone: +60 4 658 2093