Privacy Policy

Last Updated: January 15, 2026

Effective Date: January 15, 2026

At Twilight Haven, we understand that privacy is deeply personal, especially when it concerns information about you or your loved ones. This Privacy Policy explains how we collect, use, protect, and handle your personal information when you interact with our senior living residence services in Kuala Lumpur, Malaysia.

For questions about this policy or how we handle your information, please contact us at [email protected].

1. Information We Collect

Personal Information

When you inquire about our services or when a resident joins our community, we collect information including names, contact details (email addresses, phone numbers, mailing addresses), date of birth, emergency contact information, and relevant background details that help us provide appropriate care and services.

Residence and Care Information

For residents, we maintain records of dietary preferences, activity participation, daily routines, assistance needs, and any information relevant to providing personalized care and services. This information helps our staff understand and accommodate individual needs and preferences.

Website and Communication Data

When you visit our website or contact us online, we may collect technical information such as IP addresses, browser types, and pages visited. We also maintain records of correspondence when you email or call us with questions or concerns.

2. How We Use Your Information

We use collected information for the following purposes:

• Service Delivery: To provide residence services, accommodate individual preferences, coordinate care, and ensure resident safety and wellbeing.
• Communication: To respond to inquiries, schedule tours, provide updates to families, and maintain ongoing dialogue about resident needs and satisfaction.
• Facility Management: To manage residence operations, meal planning, activity scheduling, and overall community coordination.
• Safety and Security: To maintain emergency contact information, ensure resident safety, and respond appropriately to any concerns or incidents.
• Service Improvement: To understand how we can enhance our services, facilities, and overall resident experience based on feedback and patterns.

3. Legal Basis for Processing (Malaysia)

Under Malaysian Personal Data Protection Act (PDPA) 2010, we process personal information based on consent provided when you inquire about our services or when a residence agreement is signed. We also process information where necessary for contractual obligations, legitimate business interests, and compliance with legal requirements applicable to senior care facilities in Malaysia.

4. Information Sharing and Disclosure

We maintain strict confidentiality of resident information. We do not sell or rent personal information to third parties. We share information only in limited circumstances:

• Family Members: We share relevant updates with designated family contacts as authorized by residents or their legal representatives.
• Service Providers: We may share necessary information with trusted service providers who assist with meal preparation, housekeeping, activities, or facility maintenance, all bound by confidentiality agreements.
• Legal Requirements: We disclose information when required by Malaysian law, court orders, or to protect safety in emergency situations.
• Professional Consultations: When residents choose to utilize external professional services, we share relevant information with their consent.

5. Data Security

We implement appropriate security measures to protect personal information from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Secure storage of physical records in locked areas with controlled access
• Password-protected electronic systems with regular security updates
• Staff training on privacy protection and confidentiality requirements
• Limited access to personal information based on staff roles and responsibilities
• Regular review of security practices and procedures

While we strive to protect your information, no security system is completely foolproof. We cannot guarantee absolute security but maintain vigilant practices to minimize risks.

6. Data Retention

We retain personal information for as long as necessary to provide services, comply with legal obligations, resolve disputes, and enforce agreements. Specifically:

• Resident Records: Maintained during residence and for seven years following departure to comply with Malaysian recordkeeping requirements and handle any subsequent inquiries.
• Inquiry Information: Retained for two years to assist with follow-up communications and service improvements.
• Financial Records: Kept according to Malaysian tax and accounting regulations, typically seven years.

7. Cookies and Website Technology

Our website uses cookies and similar technologies to improve user experience and understand website usage. For detailed information about our cookie practices and your choices, please review our Cookie Policy.

8. Your Rights and Choices

Under Malaysian data protection law and our commitment to transparent practices, you have the following rights:

• Access: You can request access to personal information we hold about you or your loved one.
• Correction: You may request correction of inaccurate or incomplete information.
• Withdrawal of Consent: Where processing is based on consent, you can withdraw that consent, though this may affect our ability to provide certain services.
• Information Requests: You can ask how your information is being used and who it has been shared with.
• Complaints: You have the right to lodge complaints about our data handling practices with the Malaysian Personal Data Protection Commissioner.

To exercise these rights, please contact our Family Liaison at [email protected] or call +60 3 7146 8253. We will respond to requests within 30 days.

9. Children's Privacy

Our services are designed for senior adults, and we do not knowingly collect information from individuals under 18 years of age. If we become aware of any information collected from minors, we will delete it promptly.

10. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. When we make significant changes, we will notify current residents and families through our regular communication channels and update the "Last Updated" date at the top of this policy. We encourage periodic review of this policy to stay informed about how we protect your information.

11. Contact Information

For questions, concerns, or requests regarding this Privacy Policy or our data handling practices, please contact: