Terms of Service

1. Definitions

In these Terms of Service, the following definitions apply:

• "Platform" means the PropertyHub.my website, web application, and all related services.
• "Company", "We", "Us", "Our" means SLV Group Sdn. Bhd., the operator of PropertyHub.my.
• "User" means any person who accesses or uses the Platform.
• "Resident" means a User who books or enquires about services through the Platform.
• "Partner" means a User who lists services, parking, sublet units, or facilities on the Platform.
• "Listing" means any service, parking bay, sublet unit, facility, or event published on the Platform by a Partner.
• "Booking" means a confirmed reservation made by a Resident for a Listing.
• "TribunalBot" means our AI-assisted dispute resolution service.
• "Platform Fee" means the commission charged by PropertyHub.my on each completed Booking (currently 8% of the booking amount).

2. Acceptance of Terms

By creating an account, making a booking, or listing a service on PropertyHub.my, you confirm that:

• You are at least 18 years of age.
• You have the legal capacity to enter into a binding contract under Malaysian law.
• You have read, understood, and agree to be bound by these Terms of Service.
• You agree to our Privacy Policy and PDPA Notice.

3. The Platform & Our Role

PropertyHub.my is a marketplace platform that connects condo residents with service providers, parking bay owners, sublet landlords, and facility managers within Klang Valley high-rise developments.

Our role includes:

• Providing the technology platform for listing and booking services.
• Processing payments and managing escrow for disputed transactions.
• Operating TribunalBot for dispute mediation.
• Verifying Partner credentials on a best-effort basis.
• Sending booking notifications via email and WhatsApp.

4. User Accounts

4.1 Account Registration

You must register an account to make bookings or list services. You agree to provide accurate, current, and complete information during registration and to update your information as necessary.

4.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately at security@propertyhub.my if you suspect unauthorised access.

4.3 One Account per Person

Each individual may hold one Resident account. Partners may hold one Partner account per registered business entity.

4.4 Account Suspension

We reserve the right to suspend or terminate accounts that violate these Terms, post fraudulent listings, fail to complete bookings, or accumulate unresolved disputes.

5. Resident Terms

• Residents may browse Listings and make Bookings for services offered on the Platform.
• By confirming a Booking and completing payment, Residents enter into a direct service agreement with the Partner.
• Residents must ensure accurate booking details including unit number, date, time, and special requirements.
• Residents must grant access to the Partner as needed to fulfil the service (e.g. access to the unit for plumbing or cleaning).
• Residents must not attempt to engage Partners for services outside the Platform in order to circumvent platform fees.
• Residents may rate and review Partners after each completed Booking. Reviews must be honest and based on genuine experience.

6. Partner / Service Provider Terms

6.1 Listing Requirements

• All Listings must accurately describe the service, pricing, availability, and any conditions or limitations.
• Photos uploaded must be genuine photos of the service or property being listed.
• Pricing must be stated clearly. Hidden charges not disclosed in the Listing are prohibited.
• Partners must hold all required licences, permits, and qualifications for the services they offer (e.g. Electrical Wireman Licence, plumbing certification).

6.2 Service Delivery

• Partners must fulfil all confirmed Bookings on time and to the standard described in the Listing.
• Partners must notify Residents at least 24 hours in advance if unable to fulfil a Booking.
• Partners must treat Residents' property with care and be responsible for any damage caused.

6.3 Commission

Partners agree to pay PropertyHub.my a Platform Fee of 8% of the Booking amount (or 5% for registered JMBs and management corporations). This fee is deducted from the payout before transfer to the Partner.

7. Bookings & Payments

7.1 Booking Confirmation

A Booking is confirmed when the Resident completes payment and receives a digital receipt with a unique reference number (format: MPH-YYYY-MM-XXXXXXX). This receipt constitutes the service agreement between the Resident and the Partner.

7.2 Payment Methods

PropertyHub.my accepts payment via iPay88, Touch 'n Go eWallet, FPX online banking, and DuitNow QR. All payments are processed in Malaysian Ringgit (MYR).

7.3 Escrow

For Bookings under dispute, payment may be held in escrow by PropertyHub.my until the dispute is resolved. Escrow funds are held in a designated account and are not used for operational purposes.

8. Cancellations & Refunds

• Resident Cancellation (more than 24 hours before booking): Full refund to original payment method within 5–7 business days.
• Resident Cancellation (less than 24 hours before booking): 50% refund. The remaining 50% is paid to the Partner as a cancellation fee.
• Partner Cancellation: Full refund to the Resident. The Partner's account will be flagged. Repeated cancellations may result in account suspension.
• No-Show by Partner: Full refund to the Resident, plus the Resident may raise a dispute at no case fee.
• Refunds for Disputed Services: Determined by TribunalBot resolution (see Section 9).

Refunds are processed within 7–14 business days depending on the payment method used.

9. TribunalBot Dispute Resolution

PropertyHub.my operates TribunalBot, an AI-assisted private mediation service for resolving disputes between Residents and Partners.

• A case fee of RM49 is charged to the party raising the dispute. This fee is refunded if the dispute resolves in the raiser's favour.
• Both parties will be given an opportunity to submit evidence and statements.
• TribunalBot (powered by Claude AI) will analyse all submissions and propose a resolution within 2–48 hours.
• If both parties accept the resolution, it becomes binding and payment is released or refunded accordingly.
• If either party rejects the AI resolution, either party may escalate to a human admin review at no additional charge.
• The admin decision is final and binding on both parties as per the Terms agreed at registration.
• TribunalBot operates as a private mediation service and does not replace the formal legal system. Either party retains the right to seek legal remedies through the courts of Malaysia.

10. Prohibited Conduct

Users must not use the Platform to:

• Post false, misleading, or fraudulent Listings or reviews.
• Engage in any form of harassment, discrimination, or threatening behaviour towards other Users.
• Circumvent the Platform's payment system (e.g. arranging off-platform payments to avoid commission).
• Collect or harvest personal data of other Users without authorisation.
• Distribute malware, spam, or any content that interferes with the Platform's operation.
• List services that are illegal, prohibited, or require licences they do not hold.
• Manipulate ratings or reviews, whether their own or others'.
• Create multiple accounts to circumvent suspensions or bans.
• Impersonate any person or entity, including PropertyHub.my staff.

11. Intellectual Property

All content on PropertyHub.my — including the platform design, logo, text, software, and features — is owned by or licensed to SLV Group Sdn. Bhd. and is protected under Malaysian intellectual property laws.

By uploading content (photos, descriptions, reviews) to the Platform, you grant PropertyHub.my a non-exclusive, royalty-free, worldwide licence to display, reproduce, and distribute that content in connection with the operation and promotion of the Platform.

You may not reproduce, copy, sell, or exploit any part of the Platform without our express written permission.

12. Limitation of Liability

To the maximum extent permitted by Malaysian law:

• PropertyHub.my is not liable for the quality, safety, or completion of any service provided by a Partner.
• PropertyHub.my is not liable for any loss of income, loss of data, property damage, or consequential damages arising from use of the Platform.
• Our total aggregate liability for any claim arising from use of the Platform shall not exceed the total Platform Fees collected from you in the 12 months preceding the claim.
• We do not guarantee uninterrupted, error-free operation of the Platform and are not liable for downtime or service interruptions.

13. Indemnification

You agree to indemnify and hold harmless SLV Group Sdn. Bhd. and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including legal fees) arising from:

• Your violation of these Terms of Service.
• Your use of the Platform in a manner not authorised by these Terms.
• Any service you provide or fail to provide as a Partner.
• Any false or misleading information you submit to the Platform.

14. Termination

Either party may terminate the user relationship at any time:

• By You: Delete your account through account settings or contact us at hello@propertyhub.my. Termination does not affect pending Bookings or outstanding payments.
• By Us: We may suspend or terminate your account immediately without notice if you violate these Terms, engage in fraudulent activity, or if required by law.

Upon termination, your right to use the Platform ceases immediately. Sections relating to intellectual property, limitation of liability, indemnification, and governing law survive termination.

15. Governing Law & Jurisdiction

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

Before initiating legal proceedings, parties agree to first attempt resolution through TribunalBot (Section 9) and, if necessary, negotiation in good faith for a period of 30 days.

16. Changes to Terms

We reserve the right to modify these Terms at any time. Significant changes will be communicated via email and/or platform notification at least 14 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

17. Contact

• General Enquiries: hello@propertyhub.my
• Legal Matters: legal@propertyhub.my
• Postal: SLV Group Sdn. Bhd., Kuala Lumpur, Malaysia