Verified Companion Service Agreement

Medimate Technologies Sdn. Bhd.  ·  Effective 1 July 2026

1. About This Agreement

This Verified Companion Service Agreement ("Agreement") governs the relationship between Medimate Technologies Sdn. Bhd. and you as a Verified Companion accessing the Medimate Platform. It sets out the obligations, standards, rights, and responsibilities applicable to your performance of Companion Services, your access to the Platform, and your engagement with Users, Booking Recipients, and healthcare facilities.

This Agreement is designed not only to define the legal relationship between you and Medimate, but also to communicate clearly the level of professionalism, integrity, and compassion that every Verified Companion is expected to bring to every Booking. The obligations in this Agreement reflect Medimate's commitment to providing safe, reliable, and dignified non-medical appointment companion services.

This Agreement must be read together with the Medimate Privacy Notice, the Medical Disclaimer, the User Terms of Service, the Refund and Cancellation Policy, and any Operational Document published or notified by Medimate from time to time in accordance with clause 52.

2. Parties

This Agreement is between:

• Medimate Technologies Sdn. Bhd. (Company No. 202501049808 (1651216-A)), a company incorporated in Malaysia and the operator of the Medimate Platform ("Medimate", "we", "us" or "our"); and
• You, the individual who applies for, is granted, and holds a Companion Account on the Platform ("you", "your" or "Companion").

3. Acceptance and Electronic Agreement

You accept and are bound by this Agreement when you complete the onboarding process through the Platform, upload your training certificate or other required documents, submit a declaration or acceptance checkbox as part of the Companion activation process, or accept and perform a Booking through the Platform.

Electronic acceptance has the same legal effect as a signed written agreement under applicable Malaysian law. Where you do not agree to this Agreement, you must not activate a Companion Account, accept or perform Bookings, represent yourself as a Verified Companion, or use the Platform to provide Companion Services.

4. Definitions

"Agreement" means this Verified Companion Service Agreement, as amended by Medimate from time to time in accordance with clause 51.

"Booking" means a request accepted by you through the Platform to perform Companion Services for a User or Booking Recipient at a specified date, time, location, and appointment.

"Booking Recipient" means the person who receives Companion Services in connection with a Booking. The Booking Recipient may be the User who made the Booking or another person for whom the User is authorised to make the Booking.

"Companion" or "Verified Companion" means you, an individual who has: (a) successfully completed the Medimate Medical Appointment Companion Training Programme through Medimate's approved training partner; and (b) been approved and activated by Medimate on the Platform to accept and perform Companion Services.

"Companion Account" means your account on the Platform through which you access Bookings, manage Sessions, communicate with Users and Medimate, receive payment records, and access other Companion-specific Platform features.

"Companion Rate Schedule" means the fee schedule applicable to Companion Services as set out in the Platform or notified to you by Medimate from time to time.

"Companion Services" means non-medical appointment companion support within the scope approved by Medimate, which may include accompanying a Booking Recipient to or during a medical or healthcare appointment, assisting with general appointment navigation, providing non-clinical administrative support, offering general communication assistance and interpretation support within approved limits, providing emotional reassurance and companionship, assisting with wheelchair handling and permitted mobility support within the scope of your Training Programme competencies, and performing other non-medical support activities expressly approved by Medimate.

Companion Services do not include clinical, nursing, or personal care activities. The full list of prohibited activities is set out in clause 24.

"Medimate" means Medimate Technologies Sdn. Bhd. and, where the context permits, includes its directors, employees, officers, authorised representatives, and the Platform operated under the Medimate brand.

"Operational Document" means any operational guideline, standard operating procedure, platform policy, Companion handbook, training requirement, service boundary guide, incident reporting procedure, fee schedule, or other operational or governance document that Medimate introduces, publishes, or notifies to Companions from time to time, including through the Platform, email, or training materials.

"Personal Data" has the meaning given to it under the Personal Data Protection Act 2010 (Act 709) and includes all information about a User, Booking Recipient, or Emergency Contact that you access in connection with a Booking.

"Platform" means the Medimate mobile application, website, back-end systems, communication tools, payment processing systems, administrative systems, and related technology infrastructure operated by Medimate.

"Session" means the period during which you perform Companion Services in connection with a confirmed Booking, commencing at the confirmed check-in time and concluding upon confirmed completion through the Platform.

"Training Programme" means the Medimate Medical Appointment Companion Training Programme, as updated by Medimate from time to time.

"User" means a person who accesses the Platform, creates an account, makes a Booking, or acts on behalf of a Booking Recipient in connection with Companion Services.

5. Eligibility Requirements

To be eligible to hold a Companion Account and perform Companion Services through the Platform, you must:

• Be at least eighteen (18) years old
• Have the legal capacity to enter into a binding agreement under Malaysian law
• Have successfully completed the Training Programme and hold a valid completion certificate issued by Medimate's approved training partner
• Not have been convicted of a criminal offence that Medimate reasonably determines to be relevant to the safety, suitability, or integrity of the Companion role
• Not be subject to any court order, regulatory prohibition, or restriction that would prevent you from performing Companion Services
• Hold any licence, registration, or authorisation required by applicable law in connection with the services you perform; and
• Provide complete, accurate, and current information during the onboarding process and at all times thereafter

You must promptly inform Medimate if any eligibility requirement is no longer met while you hold a Companion Account. Failure to disclose a disqualifying circumstance may result in immediate deactivation.

6. Training and Certification

You must successfully complete the Medimate Medical Appointment Companion Training Programme before performing any live Booking. The Training Programme includes classroom instruction and practical training covering the Companion role and professional boundaries, confidentiality, ethics and personal data protection, patient safety fundamentals, communication and emotional support, emergency response and escalation procedures, Platform and incident reporting procedures, and such other modules as Medimate may prescribe from time to time.

Successful completion requires passing a written assessment with a minimum score of eighty percent (80%), completion of a practical role-play assessment covering communication, permitted mobility assistance, patient safety, hospital navigation, and emergency escalation, and certification of competency by Medimate's approved training partner.

Completion of the Training Programme confirms completion of the relevant companion programme only. It does not constitute medical registration, clinical accreditation, or professional healthcare certification under any Malaysian regulatory framework. You must not represent yourself as a medical professional, nurse, caregiver, therapist, or clinician solely on the basis of having completed the Training Programme.

Medimate may update the Training Programme from time to time to reflect changes in service requirements, safety standards, or regulatory guidance. You may be required to complete refresher training or additional modules as notified by Medimate, and failure to do so within the period specified may result in suspension or deactivation of your Companion Account.

7. Identity and Background Verification

Medimate may conduct, or require you to provide information and documents to support, identity verification, training certification verification, background or suitability screening, reference checks, or other checks that Medimate considers reasonably necessary to protect Users, Booking Recipients, and the Platform. You must provide accurate, complete, and current information and documents within the period reasonably requested by Medimate as part of the onboarding process and on an ongoing basis during your Companion Account.

Medimate may withhold, suspend, or withdraw Platform activation where required information has not been provided, information cannot be verified to Medimate's reasonable satisfaction, information appears false or misleading, a check gives rise to a safety or suitability concern, or there is a change in circumstances that affects your eligibility under clause 5.

8. Companion Account and Profile

Upon satisfying the eligibility requirements and completing the onboarding process, Medimate may activate a Companion Account for you. Your Companion Account is personal to you and must not be shared with, transferred to, or used by any other person.

You are responsible for maintaining the security and confidentiality of your Account credentials and registered devices, keeping your profile information accurate and current at all times, promptly updating your availability, service area, language capabilities, and other relevant profile information, and notifying Medimate immediately if your Account has been accessed or used without your authorisation.

Medimate may from time to time introduce additional Account features, profile requirements, or verification steps and will notify you of any material changes through the Platform.

9. Independent Contractor Status

You perform Companion Services as an independent contractor and not as an employee, worker, agent, partner, or officer of Medimate. This Agreement governs access to and use of the Platform and does not create an employment relationship, labour contract, or any relationship other than that of an independent service provider operating through a technology platform.

Medimate does not direct or control the manner in which you perform individual Companion Services, beyond what is reasonably necessary to maintain Platform safety, service quality, consistency, and legal compliance. You retain the discretion to accept or decline individual Bookings, subject to the terms of this Agreement and any minimum acceptance requirements notified by Medimate.

10. No Employment, Partnership or Agency

This Agreement and your use of the Platform does not entitle you to employment benefits from Medimate, including sick leave, annual leave, maternity or paternity leave, redundancy payment, EPF (KWSP) contributions from Medimate, SOCSO contributions from Medimate, EIS contributions from Medimate, pension or retirement arrangements, medical or dental coverage, or other statutory employment benefits, unless Medimate is expressly required by applicable law to provide them.

You must not represent yourself as an employee, representative, officer, or spokesperson of Medimate or use Medimate's name, brand, or materials in a manner that suggests you are acting on Medimate's behalf other than in the specific performance of a confirmed Companion Services Booking.

Nothing in this Agreement creates a partnership, joint venture, fiduciary relationship, or principal-and-agent relationship between you and Medimate, except where Medimate is expressly identified as acting as a payment collection agent in connection with the Companion Rate Schedule.

11. Tax, Statutory and Personal Obligations

You are solely responsible for filing and paying all income tax and any other applicable taxes arising from fees received through the Platform, complying with all statutory obligations applicable to your independent contractor status including any self-registration requirement for EPF, SOCSO, or EIS where required by Malaysian law, maintaining any personal accident, liability, or other insurance appropriate to the services you perform and the risks you face, and complying with all applicable laws and regulations in connection with your performance of Companion Services.

Medimate will not withhold income tax, EPF, SOCSO, EIS, or any other statutory amount from Companion fees unless required to do so by applicable law. Medimate may provide transaction or fee records for your own compliance purposes. You should obtain independent legal or tax advice in connection with your obligations as an independent contractor if you are uncertain of your requirements.

12. Non-Circumvention

The Companion marketplace operated by Medimate is the foundation of the commercial relationship between you, Medimate, and Users. To protect the integrity of that marketplace and Medimate's business model, you must not, at any time during your Companion Account or for a period of twelve (12) months following the deactivation or termination of your Companion Account for any reason:

• Accept, solicit, or facilitate any direct booking, private arrangement, or engagement with a User or Booking Recipient who was introduced to you through the Platform, outside of the Platform, whether for payment or otherwise
• Encourage, suggest, or agree with a User or Booking Recipient that future services should be arranged directly, through personal communication channels, through a third-party platform, or through any means that bypasses the Platform
• Accept payment from a User or Booking Recipient for services of a nature materially similar to Companion Services outside the Platform's authorised payment system
• Recommend, direct, or refer a User or Booking Recipient to a competing service, platform, or individual in a manner intended to divert business away from Medimate; or
• Use contact information, communications, or relationships formed through the Platform to establish or conduct any competing or alternative companion service arrangement

A breach of this clause causes material harm to Medimate's business that may be difficult to quantify in damages alone. Medimate may be entitled to seek injunctive relief or other equitable remedy in addition to any other right available under this Agreement or at law.

13. Gifts, Gratuities and Benefits

You must conduct yourself with professional integrity in relation to gifts, gratuities, and other benefits offered by Users, Booking Recipients, or any person encountered in the course of performing Companion Services. In particular:

• You must not solicit, request, or suggest any expectation of a gift, tip, commission, voucher, or other benefit of any kind from a User, Booking Recipient, or any third party in connection with a Booking or Session
• You must not accept cash, electronic payments, vouchers, or gifts of significant monetary value that could reasonably be understood as influencing your professional conduct, judgement, or future service decisions
• Small, unsolicited tokens of appreciation of modest value — such as food or a small personal item — may be accepted where they do not create a conflict of interest, obligation, or reasonable perception of impropriety, and where acceptance is consistent with Medimate's published gift policy as notified from time to time
• You must not accept or solicit referral commissions, finder's fees, or any financial benefit that could create a conflict between your obligations under this Agreement and the interests of a User or Booking Recipient; and
• Where you are offered a gift, payment, or benefit that this clause does not permit you to accept, you should politely decline and, where the offer is accompanied by a request for an improper favour or service, report the matter to Medimate as soon as practicable through the Platform or support channel

The acceptance of improper gifts or benefits may damage the professional reputation of the Companion service, create a conflict of interest, and may constitute a material breach of this Agreement.

14. Conflicts of Interest

You must avoid situations in which your personal interests, financial interests, or other obligations conflict, or may reasonably be perceived to conflict, with your obligations to Medimate, to Users, or to Booking Recipients under this Agreement.

You must promptly disclose to Medimate any actual, potential, or perceived conflict of interest, including without limitation: a personal or familial relationship with a User or Booking Recipient that may affect your independence or impartiality; a financial interest in a product or service that you are in a position to recommend to a User or Booking Recipient; an obligation to another person, employer, or organisation that conflicts with your obligations under this Agreement; or any other circumstance that may reasonably affect your impartiality, independence, or professional judgement in connection with a Booking.

Upon receiving a disclosure, Medimate may determine whether reassignment to a different Booking, a temporary restriction on your Companion Account, or another appropriate measure is warranted. Medimate will act reasonably in making any such determination. Failure to disclose a material conflict of interest may constitute a breach of this Agreement.

15. Professional Standards Overview

As a Verified Companion, you represent the Medimate brand to Users, Booking Recipients, healthcare facilities, and the broader public at every Booking. Professional standards are not optional requirements that apply only when convenient — they are the foundation of the trust that Users, Booking Recipients, healthcare partners, and Medimate's stakeholders place in the Platform and in every Companion who operates through it.

At all times during your Companion Account and in connection with every Booking, you must act with honesty, integrity, and good faith, treat Users, Booking Recipients, and all persons encountered during a Session with dignity and respect, maintain professional boundaries appropriate to the Companion role, comply with this Agreement, Medimate's Operational Documents, and applicable law, and conduct yourself in a manner that upholds the professional reputation of Medimate and the Companion service.

16. Punctuality and Attendance

Punctuality is a fundamental obligation of every Companion. A Booking Recipient may be unwell, anxious, elderly, or dependent on you arriving on time to attend an important appointment. Lateness or non-attendance can cause significant distress and harm. You must:

• Arrive at the agreed meeting point at or before the confirmed check-in time
• Confirm your arrival through the Platform at the designated time
• Contact the User and notify Medimate as soon as reasonably practicable if you anticipate any delay
• Remain available and present for the full confirmed duration of the Session unless an emergency or safety concern arises; and
• Not depart before completing Session check-out through the Platform

Repeated lateness, unexplained absence, or early departure without reasonable cause may constitute a material breach of this Agreement and may result in corrective action, suspension, or deactivation.

17. Personal Presentation and Appearance

You must present yourself in a manner that reflects the professional and healthcare-adjacent nature of Companion Services. During every Session, you must dress in a manner that is neat, clean, and appropriate to a hospital, clinic, or other healthcare environment, comply with any dress code, personal protective equipment, or hygiene requirements specified by the relevant healthcare facility, and avoid clothing, accessories, footwear, or personal items that may be considered offensive, disruptive, or unsafe in a healthcare setting.

You must not wear clothing, identification, insignia, name badges, or other items that display, or that may reasonably cause a User, Booking Recipient, or healthcare facility staff to believe you are, a doctor, nurse, medical assistant, dentist, therapist, physiotherapist, hospital employee, or any other registered or licensed healthcare professional, unless you hold the relevant qualification and Medimate has expressly authorised you to perform services requiring that qualification. Unless Medimate has introduced a specific identification method, you must clearly introduce yourself as a Medimate Verified Companion when meeting a Booking Recipient or healthcare facility staff for the first time.

Medimate may from time to time introduce a uniform, identification method, appearance guideline, or personal protective equipment requirement and will notify you of any such requirement in advance. Compliance with notified appearance requirements is mandatory.

18. Communication and Interpersonal Conduct

You must communicate with Users, Booking Recipients, healthcare personnel, and Medimate in a courteous, clear, and professional manner at all times. You must respond to User or Booking Recipient communications through the Platform promptly and professionally, communicate proactively to the User or Medimate if you anticipate any issue, delay, or concern affecting a Booking or Session, and use communication features available through the Platform in accordance with Medimate's guidelines.

You must not exchange personal contact details with a User or Booking Recipient outside the Platform, solicit contact or a service arrangement with a User or Booking Recipient outside the Platform, or use a Session or Platform contact as an opportunity to promote or offer any personal product, service, or independent business activity. All communications relating to Bookings must be conducted through the Platform to ensure safety, auditability, and consistent service quality.

19. Patient Dignity, Privacy and Respect

Every Booking Recipient is a person who may be experiencing illness, anxiety, vulnerability, loss of independence, or a difficult personal situation. The manner in which you engage with a Booking Recipient during a Session may significantly affect their experience, confidence, and wellbeing. This imposes a genuine duty of care that goes beyond mere compliance with instructions.

You must at all times treat the Booking Recipient with warmth, patience, and genuine dignity, respect the Booking Recipient's autonomy, informed preferences, and cultural and religious sensitivities, refrain from making or sharing judgements about the Booking Recipient's health, appearance, personal circumstances, or medical situation, handle all information about the Booking Recipient with strict discretion and in accordance with clause 34, and conduct yourself in a manner that is reassuring, calming, and appropriate to the Booking Recipient's individual needs and the nature of the appointment.

20. Conduct During Sessions

During every Session, you must focus your attention on the Booking Recipient's safety and wellbeing and the purpose of the Booking, use your mobile device only for Platform-related communication, progress updates, safety notifications, or emergency contact, avoid discussing your personal circumstances, unrelated matters, or third-party information during the Session, comply with all lawful instructions from healthcare facility staff, and refrain from consuming food or beverages in clinical areas or in any area where it is not permitted.

You must not use a Session as an opportunity to promote, market, discuss, or solicit interest in any personal product, service, business activity, or alternative service arrangement with a User or Booking Recipient.

21. Professional Judgement — Right and Duty to Withdraw

You have both the right and the responsibility to refuse, discontinue, or withdraw from a Booking or Session where continuing to perform Companion Services would:

• Present an unreasonable risk to the safety or health of the Booking Recipient, yourself, or another person
• Require you to perform an activity outside the approved scope of Companion Services as defined by this Agreement and Medimate's Operational Documents
• Require you to act in a manner that is unlawful or contrary to the lawful instructions of a competent authority or healthcare facility
• Expose you to physical violence, serious threat, severe verbal abuse, or other conduct that a reasonable person in your position should not be required to endure; or
• Involve a request for clinical, nursing, or personal care services that you are not trained, authorised, or lawfully permitted to perform

Where you exercise this right, you must remove yourself from immediate risk where your personal safety requires it, notify Medimate through the Platform or emergency support channel as soon as reasonably practicable, and where the Booking Recipient requires immediate assistance, ensure that an appropriate person — such as a family member, healthcare professional, or emergency service — is notified before you withdraw, to the extent that it is safe to do so.

Exercising your right to withdraw in accordance with this clause, where you have acted in good faith and on reasonable grounds, will not constitute a breach of this Agreement or a failure to perform your obligations.

22. Companion Protection and Safety

Medimate takes the safety, dignity, and wellbeing of every Companion seriously. You are not expected to tolerate any of the following from a User, Booking Recipient, or any person encountered during a Session:

• Verbal abuse, offensive language, or persistent aggression
• Threats of any kind, including threats of physical harm, property damage, or harm to family or associates
• Intimidation, coercion, or conduct intended to cause fear
• Discrimination on the basis of race, gender, religion, age, nationality, disability, sexual orientation, or any other characteristic protected under applicable Malaysian law
• Sexual harassment or any unwanted conduct of a sexual nature
• Physical violence, assault, or unlawful physical restraint; or
• Any other conduct that constitutes a criminal offence under applicable law

Where you encounter any of the above, you may remove yourself from the immediate situation as soon as it is safe to do so. You must notify Medimate through the Platform or emergency support channel as soon as reasonably practicable and submit a written incident report in accordance with Medimate's incident reporting procedure. Medimate will take all reasonable reports of this nature seriously and will cooperate with any lawful investigation by a competent authority. Where Medimate determines that a User or Booking Recipient has engaged in conduct described in this clause, Medimate may suspend or terminate that person's access to the Platform.

23. Permitted Companion Services

Companion Services that you are authorised to provide through the Platform include:

• Accompanying the Booking Recipient to and during a medical or healthcare appointment
• Providing general navigation assistance within the healthcare facility, where permitted by the facility
• Offering emotional reassurance, calm support, and genuine companionship throughout the appointment
• Facilitating communication between the Booking Recipient and healthcare providers at the Booking Recipient's request and within the limits of what the facility permits
• Assisting with wheelchair handling and permitted mobility support within the scope of your Training Programme practical competencies; and
• Performing other non-medical support activities expressly approved in writing by Medimate from time to time

The scope of Companion Services is determined by your Training Programme competencies, the applicable Booking type, the circumstances of each Session, and Medimate's Operational Documents as updated from time to time. Where you are uncertain whether an activity falls within your permitted scope, you must seek clarification from Medimate before performing the activity.

24. Prohibited Activities

You must not, at any time during a Booking or Session, or otherwise in connection with your Companion Account, perform or attempt to perform any of the following:

• Provide or purport to provide any medical advice, clinical assessment, diagnosis, prognosis, or treatment recommendation
• Interpret, explain, or comment on medical test results, imaging, clinical reports, prescriptions, or treatment decisions as professional advice
• Administer, prepare, adjust, handle, or advise on any medication, including over-the-counter medication, or any medical device
• Perform any nursing, clinical, or personal care procedure including but not limited to wound care, catheter management, intravenous procedures, oxygen management, or similar clinical activities
• Perform patient lifting, bed-to-wheelchair or wheelchair-to-bed transfers, or any physical transfer that exceeds the mobility assistance covered by your Training Programme
• Provide toileting, bathing, feeding, dressing, grooming, or personal hygiene assistance
• Make, sign, or witness any medical consent document, financial document, legal document, or other authorisation on behalf of a Booking Recipient, except with prior written approval from Medimate and, where applicable, a legally authorised representative of the Booking Recipient
• Handle, carry, store, or dispose of controlled drugs or any unlawful substance
• Engage in any activity that requires a licence, registration, or authorisation held by a regulated healthcare professional under applicable Malaysian law; or
• Perform any activity that falls outside the approved scope of Companion Services as defined by this Agreement and Medimate's Operational Documents

The refusal of a request that is outside the permitted scope of Companion Services, unsafe, contrary to this Agreement, or contrary to the instructions of a healthcare facility does not constitute a failure to perform your obligations under this Agreement. Where you refuse an out-of-scope request, you must notify Medimate through the Platform as soon as practicable.

25. Medical Boundaries and Clinical Limits

You acknowledge that Companion Services are non-medical in nature and that your Training Programme prepares you to understand and observe the boundaries of the Companion role, not to perform clinical functions. Situations may arise where a Booking Recipient's needs exceed what Companion Services can safely or lawfully address. In these situations, you must not attempt to provide clinical care, make clinical decisions, or exceed the limits of your training, regardless of any request from a User, Booking Recipient, or healthcare provider.

Where the needs of a Booking Recipient appear to require clinical intervention, you must immediately refer the matter to a qualified healthcare professional present at the facility or, in an emergency, contact emergency services (999) without delay and notify Medimate through the Platform as soon as practicable.

26. Emergency Situations and Escalation

In the event of a medical emergency, a situation involving a risk to the safety of the Booking Recipient, yourself, or another person, or any other critical incident during a Session, you must:

• Contact emergency services (999) immediately where there is an imminent or suspected risk to life or physical safety
• Alert the relevant healthcare professionals at the facility where the situation arises within a clinical environment
• Notify Medimate through the Platform or emergency support channel as soon as practicable after contacting emergency services or facility staff
• Contact the Booking Recipient's nominated Emergency Contact where directed by Medimate or the User
• Remain at the scene where it is safe to do so and continue to assist the Booking Recipient to the extent of your Training Programme competencies; and
• Submit a full written incident report through the Platform within the period required by Medimate's incident reporting procedure

You must not leave a Booking Recipient unattended in a situation that presents a foreseeable risk to their safety, except where remaining at the scene itself presents a serious and immediate risk to your own safety.

27. Healthcare Facility Compliance

You must comply with all lawful policies, protocols, and instructions applicable at the relevant healthcare facility during a Session, including entry and visitor registration requirements, infection-control measures and personal protective equipment standards, photography, recording, and mobile device restrictions, access limitations for restricted clinical areas such as intensive care units, operating theatres, or paediatric wards, and conduct requirements applicable to facility visitors.

Where a healthcare facility refuses your entry or restricts your attendance, you must notify the User and Medimate through the Platform immediately. Such a refusal is not a failure to perform your obligations under this Agreement, provided that you have complied with all applicable facility policies and Medimate's pre-Session guidelines.

28. Accepting and Declining Bookings

Bookings will be made available to you through the Platform in accordance with your availability settings, service area, and the applicable matching criteria determined by Medimate. Upon accepting a Booking, you are making a commitment to perform Companion Services for the full confirmed duration of the Session at the agreed time and location. You must not accept a Booking that you know you are unable to perform.

You may decline individual Bookings, subject to any minimum acceptance requirements notified to you by Medimate. Medimate may from time to time introduce acceptance rate guidelines and will notify you in advance. Accepting and subsequently cancelling Bookings without good cause may affect your Platform standing and may result in corrective action, suspension, or deactivation.

29. Pre-Session Preparation

Before every Session, you must review the Booking details in full, including the Booking Recipient's information, any accessibility or health-related notes provided, the appointment time and confirmed meeting location, and any special instructions or requirements provided by the User, ensure you have all items reasonably required for the Session including your registered and charged device with the Platform application installed and notifications enabled, confirm your availability and estimated arrival through the Platform where such confirmation is required, and contact Medimate support promptly if you identify any concern, conflict, or safety issue that should be addressed before the Session commences.

30. Session Check-In and Conduct

Upon arriving at the agreed meeting location, you must check in through the Platform at the designated time. Where a check-in feature is available, check-in through the Platform is mandatory for the Session to be recognised as commenced. During the Session, you must attend to the Booking Recipient in a professional and attentive manner consistent with Part 4 of this Agreement, follow the Session purpose and any reasonable instructions from the User or Booking Recipient within the permitted scope of Companion Services, provide progress updates through the Platform where requested by the User and where the facility permits, and record any significant development, incident, or concern arising during the Session through the Platform's reporting features as soon as practicable.

31. Session Completion and Check-Out

Upon completing a Session, you must confirm completion through the Platform using the applicable check-out feature. Before departing, you must ensure that the Booking Recipient has been safely received by an appropriate person such as a family member, carer, or healthcare professional, is able to proceed independently and safely, or is in a safe and supervised environment. You must not depart a Session while the Booking Recipient remains in a situation that presents a foreseeable safety risk, unless the Booking Recipient expressly declines further assistance and is assessed to be safe.

Where a concern, incident, or unusual circumstance arose during the Session, you must submit a written incident report through the Platform within the period required by Medimate's incident reporting procedure, regardless of whether the situation was resolved before completion.

32. Companion Cancellations and Non-Attendance

If you are unable to perform a confirmed Booking, you must notify Medimate and the User through the Platform as soon as practicable and in accordance with the cancellation timeframe specified in Medimate's Operational Documents. Adequate notice allows Medimate to arrange an alternative Companion and minimises the impact on the Booking Recipient.

Late cancellation or non-attendance without a reasonable cause may affect your Platform standing and Booking eligibility, result in a suspension period during which Bookings are not offered to you, and where repeated or deliberate, constitute a material breach of this Agreement justifying deactivation under clause 45.

Where you cancel a confirmed Booking, the refund entitlements of the affected User will be determined in accordance with the Refund and Cancellation Policy. Medimate may recover from your Companion fees any refund issued to a User as a result of a cancellation caused by you, in accordance with clause 42.

33. Extended Sessions and Out-of-Scope Requests

Where a Session extends beyond the confirmed duration, you must record the extension through the Platform and seek User or Medimate approval where required by Medimate's Operational Documents before continuing beyond the confirmed period. Extended time will be charged to the User in accordance with the applicable rate and will be included in your fee calculation.

You must not agree to perform any service that falls outside the permitted scope of Companion Services in exchange for additional payment from a User or Booking Recipient outside the Platform. All fees for services performed in connection with the Platform must be processed through the Platform's authorised payment system. Receiving or soliciting direct payment from a User or Booking Recipient outside the Platform in connection with a Companion Service Booking may result in immediate deactivation.

34. Personal Data Obligations

In the course of performing Companion Services, you will have access to Personal Data relating to Users, Booking Recipients, Emergency Contacts, and other persons. You must handle all Personal Data in accordance with the Personal Data Protection Act 2010 (Act 709) and its subsidiary legislation, Medimate's Privacy Notice and data-handling guidelines, the confidentiality obligations in clause 35, and this Agreement.

You must use Personal Data only for the purpose of performing the specific Booking to which it relates, protect Personal Data against unauthorised access, disclosure, loss, or misuse, avoid retaining, copying, photographing, or otherwise recording Personal Data beyond what is strictly necessary for the Booking, and promptly report any suspected or confirmed loss, misuse, or unauthorised disclosure of Personal Data to Medimate through the Platform or support channel.

You must not collect, record, store, use, or disclose a Booking Recipient's Personal Data for any purpose other than performing the applicable Companion Services, including for personal marketing, referral, business development, social media, or any other purpose unconnected with the Booking.

35. Confidentiality

All information about Users, Booking Recipients, their health or medical circumstances, appointment details, family situations, and Medimate's business operations, technology, pricing, commercial arrangements, and operational procedures that you obtain through the Platform or in the course of performing Companion Services is strictly confidential.

You must not disclose confidential information to any person who is not authorised to receive it, use confidential information for any purpose outside the performance of Companion Services, copy, transmit, or reproduce confidential information in any medium without Medimate's prior written approval, or discuss confidential information about a Booking Recipient or appointment with any person other than Medimate, the User, or an authorised emergency contact, healthcare professional, or emergency service where necessary for the Booking Recipient's safety.

Your confidentiality obligations under this clause survive the deactivation or termination of your Companion Account without limit in time.

36. Photography, Recording and Social Media

You must not photograph, record, or capture images, video, or audio involving a User, Booking Recipient, healthcare professional, or healthcare facility during or in connection with a Session without the prior express consent of all identifiable persons and written confirmation that the relevant facility permits such recording.

You must not post, share, upload, or publish any information, images, recordings, descriptions, or commentary about a User, Booking Recipient, or their medical appointment on any social media platform, messaging application, group chat, or other public or semi-public channel, whether or not the person is directly identified. Indirect identification through descriptions, details, or combinations of information that could allow a person to be identified is equally prohibited.

Prohibited content specifically includes, without limitation: livestreams or live broadcasts on TikTok, Facebook Live, Instagram Live, YouTube Live, or any equivalent platform feature; short-form video content such as Reels, Shorts, or TikTok videos that depict or refer to a Session, Booking Recipient, or healthcare environment; behind-the-scenes content depicting a healthcare facility, clinical area, or appointment in progress; and any content that, alone or in combination with other information, is capable of identifying a User, Booking Recipient, healthcare facility, or specific Booking, even without directly naming the person or location.

You may refer to your work as a Medimate Companion in general and factual terms, provided that you do not breach the confidentiality obligations in clause 35, make misleading or disparaging statements about Medimate or its services, or use Medimate's brand materials without prior written approval from Medimate.

37. Public Statements and Media Engagement

You must not, without Medimate's prior written approval, represent Medimate or provide comment, opinion, or statement on behalf of Medimate in connection with:

• Interviews with print, broadcast, or digital media outlets, including newspapers, television programmes, radio programmes, podcasts, or online publications
• Conferences, seminars, forums, workshops, or public presentations
• Public or industry events at which you are identified or introduced as a Medimate Companion or representative; or
• Any publication, opinion piece, press release, or communication intended for public or commercial circulation

This clause does not prevent you from identifying yourself as a Medimate Verified Companion in the context of performing a confirmed Booking, from participating in Medimate-authorised promotional activities, or from sharing accurate, non-confidential information about your general experience as a Companion in a personal capacity, provided that you do not breach clause 35 (Confidentiality), clause 36 (Photography, Recording and Social Media), or clause 38 (Use of Medimate Brand and Materials), and you make clear that you are not speaking on behalf of Medimate.

38. Use of Medimate Brand and Materials

You may identify yourself as a Medimate Verified Companion when introducing yourself to a Booking Recipient or healthcare facility in the context of performing a confirmed Booking. You must not use Medimate's logo, trademark, brand name, brand colours, or other intellectual property in any marketing material, online profile, social media account, or publication without Medimate's prior written approval, represent yourself as a spokesperson, official representative, employee, or officer of Medimate, create or distribute unofficial Medimate branding, promotional content, or marketing materials, or make any public statement about Medimate's commercial plans, strategy, legal affairs, or financial position.

39. Technology, Device and Platform Requirements

You must maintain a compatible mobile device, operating system, and reliable internet connection necessary to access and use the Platform as required by Medimate. You are responsible for the costs of your own device, mobile data plan, and connectivity. You must keep the Platform application updated to the version required by Medimate, enable all necessary notifications for Booking alerts, communications, and Platform updates, and use the Platform only for authorised Companion purposes in accordance with this Agreement.

You must not attempt to modify, reverse-engineer, circumvent, or interfere with the Platform or its security features, access another Companion's or User's account without authorisation, introduce viruses, malicious code, or harmful software, or use automated systems or scripts to extract or interact with Platform data.

40. Companion Fees

Medimate will make fees available to you for completed Bookings in accordance with the Companion Rate Schedule as displayed in the Platform or notified to you by Medimate. The Companion Rate Schedule sets out the applicable fee rates for each Booking type, the minimum Booking period, the rate for additional time beyond the confirmed duration, and any other applicable charges or adjustments.

The fee payable to you for each completed Booking represents your portion of the total service charge collected from the User, after deduction of Medimate's Platform service fee. Medimate's Platform service fee covers the cost of technology infrastructure, payment processing, operational support, quality assurance, insurance or takaful contribution arrangements where introduced, and Medimate's general operational costs.

Medimate may update the Companion Rate Schedule from time to time and will provide you with reasonable advance notice of any material change through the Platform.

41. Payment Processing and Timing

Fees for completed Sessions will be processed and disbursed to you through the payment mechanism made available by Medimate in accordance with the payment schedule notified through the Platform. You must maintain a valid and current payment account, bank account, or e-wallet in your name as required to receive disbursements. Medimate will not be responsible for payment delays or failures caused by incorrect, outdated, or invalid payment account information provided by you.

You acknowledge that Medimate acts as a payment collection intermediary and that the User's payment obligation is owed to Medimate. You do not have a direct payment claim against the User and must not seek payment from any User or Booking Recipient directly outside the Platform.

42. Deductions, Adjustments and Corrections

Medimate may make deductions from or adjustments to fees otherwise payable to you where a User has been issued a refund in connection with a Booking that was cancelled by you or not performed in accordance with this Agreement, a User complaint or dispute has been upheld and a refund or credit has been issued as a result of your conduct or non-performance, an error occurred in the calculation of fees payable, a deduction or withholding is required by applicable law, or another adjustment is expressly permitted under this Agreement or Medimate's published policies.

Medimate will provide you with a written record through the Platform or by email of any deduction or adjustment made to your fees, with the reason for the deduction or adjustment.

43. Fee Disputes

If you believe that a fee has been incorrectly calculated or that a deduction has been made without a valid basis, you may submit a fee dispute through the Platform's support channel within the period specified in Medimate's fee dispute procedure. Medimate will review the dispute in good faith and provide a written response within a reasonable time. Medimate may withhold the disputed amount pending resolution of the dispute. Where the dispute is resolved in your favour, the applicable amount will be included in your next payment disbursement.

44. Companion Suspension

Medimate may immediately suspend your Companion Account and prevent you from receiving or accepting Bookings where Medimate has a reasonable basis to investigate a safety concern, misconduct allegation, data breach, fraud, material breach of this Agreement, or any other matter that Medimate considers requires urgent action to protect Users, Booking Recipients, or the Platform.

Suspension may be temporary pending investigation or may be escalated to deactivation depending on the outcome of the investigation. Medimate will notify you of a suspension through the Platform or by email as soon as practicable, and will provide a reasonable opportunity for you to respond to the concerns raised where the circumstances permit and where it is safe and practical to do so.

45. Grounds for Deactivation

Medimate may deactivate your Companion Account with written notice where:

• You have committed a material breach of this Agreement that is not remedied within a reasonable period specified in a written notice from Medimate
• You have been found to have acted dishonestly, fraudulently, or in a manner that presents a safety risk to a User, Booking Recipient, or third party
• You provided false or misleading information during onboarding or at any time during your Companion Account
• You no longer meet the eligibility requirements in clause 5 for any reason
• Your Training Programme certification has expired, been withdrawn, or been found to be invalid
• You have been convicted of a criminal offence relevant to the Companion role
• Repeated cancellations, late attendance, non-performance, or poor service conduct has reached a threshold that Medimate determines materially damages the quality, safety, or reputation of the service
• You have received payment from a User or Booking Recipient directly outside the Platform contrary to clause 33
• You have breached the non-circumvention obligations in clause 12
• You have committed a serious or repeated breach of your data protection or confidentiality obligations under Part 7
• Medimate discontinues the relevant service category or geographic service area; or
• A competent authority or court requires deactivation

46. Voluntary Deactivation

You may request voluntary deactivation of your Companion Account at any time through the Platform or by written notice to Medimate, with reasonable advance notice of at least fourteen (14) days unless Medimate agrees to a shorter period. You must not hold any confirmed and uncompleted Booking at the time of deactivation unless that Booking has been cancelled, transferred, or otherwise managed in accordance with Medimate's process. Following voluntary deactivation, your access to the Platform will be removed and outstanding fees for completed Bookings will be settled in accordance with clause 41 and the applicable payment schedule.

47. Consequences of Deactivation or Termination

Upon deactivation or termination of your Companion Account, whether initiated by Medimate or by you:

• Your right to access the Platform, accept Bookings, and perform Companion Services ceases immediately
• Any confirmed and uncompleted Booking obligations will be managed in accordance with Medimate's cancellation and transition process
• Your confidentiality obligations under clause 35 continue without limit in time
• Your personal data protection obligations under clause 34 continue for as long as you hold any Personal Data obtained through the Platform
• Any outstanding fees for verified and completed Bookings will be calculated and disbursed in accordance with clause 41 within the next applicable payment cycle; and
• Medimate may retain data relating to your Companion Account, onboarding, Bookings, and conduct in accordance with the Privacy Notice and applicable law

48. Medimate's Liability to You

Medimate operates the Platform as a technology-enabled marketplace that facilitates the connection between Users and Companions. To the extent permitted by applicable law, Medimate will not be liable to you for loss of earnings, Booking opportunities, or income arising from Platform unavailability, changes to Booking volumes, or fluctuations in demand, loss resulting from a suspension or deactivation carried out in good faith in accordance with this Agreement, indirect, consequential, or speculative loss of any kind, or loss arising from events beyond Medimate's reasonable control as described in clause 54.

Medimate's total liability to you for direct loss arising from a proven breach of this Agreement will not exceed the total Companion fees paid to you by Medimate in the three (3) months immediately preceding the event giving rise to the claim, except where liability cannot be limited by applicable law.

Nothing in this clause excludes or limits Medimate's liability for fraud, fraudulent misrepresentation, wilful misconduct, or any other liability that cannot lawfully be excluded or limited under Malaysian law.

49. Companion Indemnity

You agree to indemnify and keep Medimate and its directors, employees, officers, and authorised representatives indemnified against any claim, liability, loss, damage, fine, penalty, regulatory sanction, cost, or expense (including reasonable legal costs) that they incur as a result of your breach of this Agreement or any applicable law, including the Personal Data Protection Act 2010 (Act 709), your negligence, misconduct, wilful act, or omission in connection with a Booking or Session, a claim made by a User, Booking Recipient, healthcare facility, third party, or regulatory authority arising from your conduct during a Session or in connection with your Companion Account, any misrepresentation made by you to Medimate, a User, a Booking Recipient, or a healthcare facility in connection with your Companion status, training, or scope of services, or your violation of a third party's rights including intellectual property rights, privacy rights, or personal data rights.

50. Insurance and Personal Risk

Medimate does not currently arrange personal accident, public liability, or professional indemnity insurance coverage for Companions in connection with Companion Services. You are responsible for maintaining any personal accident, liability, or other insurance that is appropriate to the services you perform and the risks you face as an independent service provider. Medimate's assessment of what insurance may be appropriate is not a substitute for your own assessment or independent professional advice.

Medimate intends to introduce insurance or takaful coverage arrangements as a future Platform feature. Unless a Booking confirmation or a separate written notice from Medimate expressly states that coverage is included for the relevant Booking, you must not assume that any Booking or Session is covered by any insurance or takaful arrangement made by Medimate.

51. Amendments to This Agreement

Medimate may amend this Agreement from time to time where reasonably necessary to introduce or modify Platform features or service categories, reflect changes in the scope or standards of Companion Services, improve safety, data protection, or service quality requirements, comply with changes in applicable law or regulatory guidance, or reflect changes to Medimate's business structure or commercial arrangements. Medimate will notify you of a material amendment through the Platform or by email with reasonable advance notice, and the amended Agreement will display its new version number and effective date. Your continued use of the Platform or acceptance of a Booking after the effective date of an amendment constitutes your acceptance of the amended Agreement.

52. Related Legal Documents and Operational Governance

This Agreement must be read together with the Medimate Privacy Notice, the Medical Disclaimer, the User Terms of Service, the Refund and Cancellation Policy, all Operational Documents published or notified by Medimate from time to time, and the details displayed in each Booking confirmation.

Operational Documents supplement this Agreement and give operational effect to the standards and requirements contemplated by it. Medimate may introduce, amend, or withdraw an Operational Document from time to time without requiring an amendment to this Agreement, and will notify you of material changes through the Platform with reasonable advance notice. Where an Operational Document addresses a matter not expressly covered by this Agreement, the Operational Document applies. Where any inconsistency exists between this Agreement and an Operational Document, this Agreement will prevail to the extent of the inconsistency, unless Medimate expressly states otherwise in writing.

The hierarchy of documents is as follows: this Agreement governs the legal relationship between you and Medimate; Operational Documents govern the day-to-day operational standards expected of you; and Booking confirmation details govern the specific terms of each individual Booking. This structure is intended to allow operational standards to evolve with the growth of the service without requiring this Agreement to be reissued on each occasion.

53. Entire Agreement

This Agreement, together with the related documents listed in clause 52, constitutes the entire agreement between you and Medimate in connection with your Companion Account and your performance of Companion Services through the Platform. It replaces and supersedes all prior arrangements, understandings, representations, or discussions between the parties relating to the same subject matter, whether written or oral.

54. Events Beyond Reasonable Control

Neither Medimate nor you will be responsible for a delay or failure to perform an obligation where the delay or failure is caused by an event beyond that party's reasonable control, including natural disasters, epidemics, pandemics, or public-health restrictions, civil disturbance or industrial action, government or regulatory action or restriction, healthcare-facility closure or access restriction, major traffic or public transport disruption, telecommunications or utility failure, or cyberattacks or technical failures that could not reasonably have been prevented. The affected party must notify the other as soon as practicable and take reasonable steps to minimise the impact of the event.

55. Severability

If any clause or part of any clause of this Agreement is found to be unenforceable or invalid by a court or competent authority, that clause or part will be severed from this Agreement to the minimum extent necessary to make the Agreement enforceable, and the remaining clauses will continue in full force and effect.

56. Governing Law and Jurisdiction

This Agreement and any dispute, claim, or question arising from or in connection with it are governed by the laws of Malaysia, including the Personal Data Protection Act 2010 (Act 709) where personal data processing is concerned. Subject to any statutory right to bring a matter before a tribunal, regulator, or other competent forum, the courts of Malaysia will have jurisdiction over all disputes arising from this Agreement, the Companion Account, or the performance of Companion Services.

57. Regulatory and Government Cooperation

Where you are contacted by or required to cooperate with a court, police authority, healthcare regulator, government agency, or other competent authority in connection with a lawful investigation, inquiry, or proceeding that relates to your performance of Companion Services, a Booking, a Booking Recipient, or Medimate's Platform operations, you must:

• Cooperate reasonably with the investigation or inquiry to the extent required by applicable law
• Notify Medimate of any such contact or requirement as soon as reasonably practicable, unless you are lawfully prohibited from doing so
• Preserve and not destroy or alter any records, documents, communications, or materials that may be relevant to the investigation or inquiry; and
• Not make any public statement about the investigation or inquiry without Medimate's prior written approval, unless required by applicable law

Your cooperation obligations under this clause are subject to and do not override your confidentiality obligations under clause 35, except to the extent that applicable law requires disclosure. Where there is an apparent conflict between the obligations in this clause and those in clause 35, you should seek independent legal advice and notify Medimate as soon as reasonably practicable.

58. Language

This Agreement may be made available in English, Bahasa Malaysia, and Chinese. Unless applicable law requires otherwise, the English version will be the reference version where any inconsistency between translated versions cannot reasonably be resolved.

59. Contact Details

Questions, notices, complaints, or inquiries concerning this Agreement may be directed to:

Medimate Technologies Sdn. Bhd.
Medimate Technologies Sdn. Bhd. (Company No. 202501049808 (1651216-A))
Email: support@medimate.com.my

Registered Office (Statutory — Not for Legal Correspondence)
Level 10-01, Menara TH Uptown, No. 3, Jalan SS 21/39,
Damansara Utama, 47400 Petaling Jaya, Selangor, Malaysia

60. Effective Date and Version

Document Version: 1.0
Effective Date: 1 July 2026
Last Updated: 1 July 2026

This Agreement applies from the Effective Date stated above. Medimate may retain earlier versions for compliance, audit, dispute resolution, and regulatory purposes.