Terms & Conditions

Last Updated: January 15, 2026

Effective Date: January 15, 2026

These Terms and Conditions govern the use of services provided by Twilight Haven, a senior living residence located in Kuala Lumpur, Malaysia. By engaging with our services, scheduling visits, or entering into a residence agreement, you accept these terms.

For questions about these terms, please contact us at [email protected] or call +60 3 7146 8253.

1. Definitions

In these Terms and Conditions:

• "We," "us," "our," and "Twilight Haven" refer to the senior living residence operated at Jalan Sultan Ismail 89, 50250 Kuala Lumpur, Wilayah Persekutuan, Malaysia.
• "Resident" refers to individuals who reside at our facility under a residence agreement.
• "Family" or "Representative" refers to authorized family members or legal representatives of residents.
• "Services" refers to the accommodation, meals, activities, and support provided under residence agreements.
• "Residence Agreement" refers to the formal contract signed between Twilight Haven and a resident or their representative.

2. Acceptance of Terms

By scheduling a visit, submitting an inquiry, or entering into a residence agreement with Twilight Haven, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree with any part of these terms, you should not engage with our services.

Residence agreements may contain additional specific terms that supplement these general Terms and Conditions. In case of conflict between these general terms and a residence agreement, the residence agreement shall prevail.

3. Services Provided

3.1 Scope of Services

Twilight Haven provides residential accommodation, meal services, housekeeping, social activities, and daily living assistance appropriate to each residence level (Foundation, Comfort Plus, or Enhanced Living). The specific services included in each tier are detailed in our residence agreements and promotional materials.

3.2 Non-Medical Facility

Twilight Haven is a residential care facility, not a medical facility. We do not provide medical treatment, nursing care, or specialized healthcare services. Residents remain responsible for arranging their own medical care with qualified healthcare providers. We cooperate with external healthcare professionals as requested by residents or their representatives.

3.3 Service Modifications

We reserve the right to modify service offerings, activity schedules, or facility amenities with reasonable notice to residents and families. Such modifications will not materially reduce the overall quality or scope of services provided under existing residence agreements.

4. Admission and Residence Requirements

4.1 Eligibility

Prospective residents must be 60 years of age or older and capable of benefiting from our residential services. We assess each application individually to determine whether our facility can appropriately meet the applicant's needs and preferences.

4.2 Assessment Process

Before admission, we conduct an assessment to understand the prospective resident's daily routines, preferences, assistance needs, and compatibility with our community. This assessment helps us recommend the appropriate residence level and ensures we can provide suitable support.

4.3 Right to Decline

We reserve the right to decline admission if we determine that we cannot appropriately meet an applicant's needs, if our services would not benefit the applicant, or if admission would negatively impact other residents' wellbeing.

5. Financial Terms

5.1 Monthly Fees

Residence fees are charged monthly in advance and are due on the first day of each month. Current monthly rates are RM 3,100 for Foundation Residence, RM 7,200 for Comfort Plus Residence, and RM 11,750 for Enhanced Living Residence. All fees are stated in Malaysian Ringgit.

5.2 Fee Adjustments

We may adjust monthly fees annually to reflect changes in operational costs, service enhancements, or economic conditions. Residents and families will receive at least 60 days advance notice of any fee increases.

5.3 Payment Methods

Payment may be made by bank transfer, check, or other methods as agreed in the residence agreement. Late payments may incur administrative fees as specified in individual agreements.

5.4 Refund Policy

If a residence agreement is terminated with proper notice, fees will be prorated for the partial month. No refunds are provided for voluntary absences from the facility or unused services during a resident's stay.

6. Resident Rights and Responsibilities

6.1 Resident Rights

Residents have the right to:

• Dignity, respect, and privacy in all interactions
• Make personal choices about daily routines, activities, and lifestyle
• Receive visitors during established visiting hours
• Voice concerns or complaints without fear of reprisal
• Access their personal information and records
• Participate or decline to participate in activities and programs
• Maintain connections with family, friends, and community

6.2 Resident Responsibilities

Residents are expected to:

• Treat staff, other residents, and visitors with courtesy and respect
• Comply with facility policies regarding safety and community welfare
• Maintain their living space in reasonable condition
• Provide accurate information about health status, preferences, and needs
• Inform staff of any concerns, problems, or changes in condition
• Respect the rights, privacy, and property of other residents
• Arrange and maintain appropriate relationships with external healthcare providers

7. Facility Rules and Conduct

To maintain a safe, comfortable environment for all residents, certain conduct standards apply:

• Smoking is not permitted inside the facility
• Alcohol consumption is permitted in moderation in private rooms but not in common areas
• Illegal substances are strictly prohibited
• Weapons of any kind are not permitted on the premises
• Behavior that threatens or disturbs other residents is not acceptable
• Visitors must check in at reception and observe visiting hour guidelines

Violation of these rules may result in warnings, temporary restrictions, or termination of the residence agreement depending on severity and circumstances.

8. Termination of Services

8.1 Voluntary Termination

Residents or their representatives may terminate the residence agreement with 30 days written notice. Fees will be prorated for the final partial month.

8.2 Termination by Twilight Haven

We may terminate a residence agreement under the following circumstances:

• Non-payment of fees for 30 days despite notification
• Resident's needs exceed our service capabilities
• Resident behavior poses safety concerns for staff or other residents
• Serious or repeated violations of facility rules
• Mutual determination that services are no longer beneficial

We provide reasonable notice (typically 30 days) except in cases of immediate safety concerns. We assist families in finding alternative arrangements when termination occurs.

9. Limitation of Liability

Twilight Haven provides reasonable care and supervision appropriate to a residential setting. However, we cannot guarantee prevention of all accidents, health complications, or adverse events. Our liability is limited as follows:

• We are not liable for medical conditions, health deterioration, or outcomes related to conditions beyond our control
• We are not responsible for loss or damage to personal property unless caused by our negligence
• We are not liable for actions of third-party service providers or healthcare professionals
• Our liability for any claim is limited to direct damages not exceeding six months of residence fees

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for any other liability that cannot be limited under Malaysian law.

10. Governing Law and Disputes

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

We encourage residents and families to raise concerns directly with our management before pursuing formal dispute resolution. Most concerns can be resolved through open dialogue and mutual understanding.

11. Changes to Terms

We may update these Terms and Conditions periodically. Changes become effective 30 days after notice is provided to current residents and families. Continued residence after the effective date constitutes acceptance of updated terms. Significant changes will be communicated directly to residents and families.

12. Contact Information

For questions or concerns regarding these Terms and Conditions, please contact: