Privacy Policy & Personal Data Protection Notice

1. Personal Data We Collect

When you contact or submit an enquiry to Motherly Cares, we may collect personal data such as:

• Your full name;
• Your telephone or mobile number;
• Your email address;
• The contents of your enquiry or message; and
• Any other information that you voluntarily provide to us in connection with your enquiry.

We generally seek only information that is reasonably necessary for us to understand and respond to your enquiry.

Sensitive Personal Data

Motherly Cares provides elderly and residential care services. Because of the nature of our services, individuals may sometimes voluntarily provide health-related or other sensitive information concerning themselves or another person.

We ask that you do not submit detailed medical records, identification documents, medication records or other unnecessary sensitive personal information through our general website or advertising enquiry forms unless such information is specifically requested through an appropriate communication channel.

Where sensitive personal data is provided to us, we will handle it in accordance with applicable Malaysian personal data protection requirements, including obtaining explicit consent where required.

2. How We Collect Personal Data

We may collect personal data when you interact with Motherly Cares through:

• Our website;
• Website enquiry or contact forms;
• Telephone calls;
• WhatsApp;
• Email;
• Facebook;
• Instagram;
• TikTok;
• YouTube;
• Google services or advertising;
• Other social media or digital advertising platforms;
• Online lead-generation forms;
• Direct enquiries;
• Referrals;
• Events, exhibitions or community activities; and
• Other offline promotional or communication channels.

We generally collect personal data directly from you.

Where you provide information relating to another person, such as a family member for whom you are seeking care services, you should ensure that you are authorised to provide such information to us.

3. Why We Collect and Use Your Personal Data

We may process your personal data for purposes including:

• Responding to your enquiry;
• Contacting you regarding your request;
• Providing information about Motherly Cares and our services;
• Understanding the general nature of the care service you are enquiring about;
• Following up on your enquiry;
• Arranging a telephone discussion, consultation or facility visit where requested;
• Maintaining appropriate records of enquiries and communications;
• Improving our website and enquiry process;
• Improving our services and customer experience;
• Measuring and evaluating the effectiveness of our advertising and marketing activities;
• Managing customer communications;
• Complying with applicable legal and regulatory requirements; and
• Protecting our legitimate business and operational interests where permitted by law.

We will not use your personal data for purposes that are materially different from those stated in this Notice without obtaining consent where required or otherwise complying with applicable law.

4. Providing Your Personal Data

Providing personal data through our general website or enquiry forms is voluntary.

However, certain information such as your name and an appropriate telephone number or email address may be necessary for us to respond to your enquiry.

If you choose not to provide sufficient contact information, Motherly Cares may be unable to respond to or follow up on your request.

5. Marketing Communications

Submitting an enquiry to Motherly Cares allows us to contact you for the purpose of responding to and reasonably following up on that enquiry.

We will not treat a general enquiry as unlimited consent to send unrelated promotional or marketing communications.

Where required, we will obtain appropriate consent before using your personal data for direct marketing or promotional communications beyond the purpose of your original enquiry.

Where you have agreed to receive marketing communications, you may withdraw your consent or ask us to stop such communications at any time by contacting Motherly Cares.

Choosing not to receive promotional communications will not prevent you from making enquiries or obtaining information about our care services.

6. Digital Advertising, Social Media and Lead Generation

Motherly Cares may promote its services through digital advertising, search engines, websites and social media platforms.

These may include platforms and services such as:

• Facebook;
• Instagram;
• TikTok;
• YouTube;
• Google; and
• Other digital advertising or social media services that we may reasonably use from time to time.

Where you voluntarily submit information through an advertisement, lead-generation form, messaging feature or other communication feature provided by these platforms, Motherly Cares may receive information such as:

• Your name;
• Telephone number;
• Email address; and
• Information you voluntarily provide in connection with your enquiry.

We generally use such information to:

• Respond to your enquiry;
• Provide information about Motherly Cares services;
• Contact you regarding the service you have expressed an interest in; and
• Follow up on your request.

We do not intend to use general advertising or lead-generation forms to request unnecessary detailed medical records or other sensitive personal data.

Your use of third-party platforms is also subject to the privacy policies, terms and data practices of the respective platform providers.

7. Cookies, Analytics and Advertising Technologies

Our website may use cookies and similar technologies to support website functionality, understand website usage, improve our services and measure the effectiveness of advertising campaigns.

Where enabled, we may use technologies or services provided by third parties such as:

• Google;
• YouTube;
• Meta;
• Facebook;
• Instagram;
• TikTok; and
• Other website analytics, advertising or technology service providers.

Depending on the technology being used, certain information may be collected or processed, such as:

• IP address;
• Browser information;
• Device information;
• Website interactions;
• Pages visited;
• Advertising-related identifiers; and
• General website usage information.

Where applicable, you may manage cookies through your browser settings and through any cookie or consent controls provided on our website.

Disabling certain cookies may affect some website features or functionality.

8. Offline Enquiries and Marketing

Motherly Cares may also conduct offline marketing and promotional activities, including:

• Brochures;
• Flyers;
• Printed advertisements;
• Events;
• Exhibitions;
• Community activities;
• Referrals; and
• Other offline promotional activities.

Merely viewing an advertisement does not normally result in Motherly Cares collecting personal data.

However, where an individual voluntarily provides personal data to us as a result of such an activity, for example by contacting us, completing an enquiry form or scanning a QR code and submitting information, that information will be processed in accordance with this Privacy Notice.

9. Disclosure and Sharing of Personal Data

Motherly Cares does not sell or rent your personal data.

Where reasonably necessary for the purposes described in this Notice, personal data may be disclosed to or processed by:

• Authorised Motherly Cares employees and personnel;
• Website hosting providers;
• Email and communication service providers;
• Website form and enquiry-management service providers;
• Cloud and information technology service providers;
• Advertising and analytics service providers;
• Social media and digital advertising platforms;
• Professional advisers;
• Consultants or contractors where necessary for legitimate business purposes; and
• Governmental, regulatory, judicial or law-enforcement authorities where disclosure is required or permitted by law.

Where we use external service providers, we expect them to handle personal data appropriately and only for legitimate purposes relating to the services they provide.

10. Transfer of Personal Data Outside Malaysia

Some technology, hosting, communication, cloud, analytics, advertising or social media service providers may process or store information outside Malaysia.

Where personal data is transferred outside Malaysia, Motherly Cares will take reasonable steps to ensure that such transfer is carried out in accordance with applicable requirements under Malaysian personal data protection law.

11. Security of Personal Data

Motherly Cares takes reasonable and practical measures to protect personal data against:

• Loss;
• Misuse;
• Unauthorised access;
• Unauthorised disclosure;
• Alteration;
• Modification; and
• Destruction.

Access to personal data is limited, where reasonably practicable, to persons who require access for legitimate operational or business purposes.

However, no method of electronic transmission or storage can be guaranteed to be completely secure.

12. Retention of Personal Data

We retain personal data only for as long as reasonably necessary for the purposes for which it was collected.

This may include retaining information for purposes such as:

• Responding to enquiries;
• Following up on enquiries;
• Maintaining appropriate business and communication records;
• Providing requested services;
• Managing customer relationships; and
• Complying with applicable legal or regulatory obligations.

When personal data is no longer reasonably required, we will take appropriate steps to securely delete, destroy or anonymise it where appropriate.

13. Your Rights

Subject to the Personal Data Protection Act 2010 and applicable legal exceptions, you may have the right to:

• Request access to personal data held about you;
• Request correction of personal data that is inaccurate, incomplete, misleading or not up to date;
• Withdraw consent to certain processing where applicable;
• Request that we stop or limit the use of your personal data for direct marketing purposes;
• Make enquiries regarding how your personal data is being used;
• Make a complaint concerning the handling of your personal data; and
• Exercise any other applicable rights available under Malaysian personal data protection law.

Where applicable under Malaysian law, you may also have rights relating to the portability of personal data, subject to applicable requirements and technical feasibility.

We may need to verify your identity before processing certain requests.

14. Personal Data Concerning Another Person

If you provide personal data concerning another individual, such as:

• A parent;
• Spouse;
• Relative;
• Patient;
• Resident;
• Prospective resident; or
• Another person for whom you are making an enquiry,

you should ensure that you are authorised to provide the relevant information to Motherly Cares.

We encourage users not to provide unnecessary medical or sensitive information through general marketing and website enquiry forms.

15. Third-Party Websites and Platforms

Our website may contain links to external websites, social media platforms or other third-party services.

These may include platforms such as Facebook, Instagram, TikTok, YouTube, Google or other external services.

When you leave the Motherly Cares website and use a third-party website or platform, your information may be collected and processed in accordance with the privacy policy and terms of that third party.

Motherly Cares is not responsible for the privacy practices of third-party websites or platforms that we do not control.

16. Children's Personal Data

Motherly Cares services are primarily intended for adults, families and persons arranging care for elderly individuals.

We do not intentionally use our general marketing or enquiry forms to collect personal data directly from children for marketing purposes.

Where information concerning a minor is legitimately provided in connection with a service enquiry, we will handle such information in accordance with applicable legal requirements.

17. Changes to This Privacy Notice

We may update this Privacy Policy and Personal Data Protection Notice from time to time to reflect changes in:

• Our services;
• Our website;
• Our technology;
• Our advertising platforms;
• Our communication channels;
• Our business practices;
• Applicable legal requirements; or
• Personal data protection requirements.

Any updated version will be published on this page together with the revised “Last Updated” date.