Medical Disclaimer

Medimate Technologies Sdn. Bhd.  ·  Effective 1 July 2026

1. Purpose of This Medical Disclaimer

This Medical Disclaimer explains the non-medical nature and limitations of the services facilitated through the Medimate Platform. It applies when you access or use the Medimate Platform, create a User Account, make or manage a Booking, receive Companion Services, make a Booking for another person, communicate with a Companion, or use any appointment-related feature provided through the Platform.

You should read this Medical Disclaimer together with the User Terms of Service, the Privacy Notice, the Refund and Cancellation Policy, and any Booking-specific information displayed through the Platform.

2. Nature of Medimate

Medimate Technologies Sdn. Bhd. (Company No. 202501049808 (1651216-A)) operates a technology platform that facilitates connections between Users and approved Verified Companions for non-medical appointment companion support.

Medimate is not a hospital, clinic, medical practice, nursing service, ambulance service, medical transportation provider, home-care or personal-care provider, pharmacy, medical-device provider, or emergency-response service.

Medimate does not replace a qualified healthcare professional, licensed care provider, emergency service or authorised medical representative.

3. Nature of Companion Services

Depending on the confirmed Booking, Companion Services may include permitted non-medical support such as:

• Accompanying the Booking Recipient during an appointment at a hospital or clinic
• Helping to locate registration, consultation, payment, pharmacy or collection counters
• Assisting with general appointment navigation
• Helping to organise non-clinical documents
• Providing companionship and emotional reassurance
• Helping the Booking Recipient prepare general questions
• Taking or organising non-clinical notes where authorised
• Relaying permitted factual updates
• Supporting ordinary appointment-related communications
• Providing other non-medical assistance expressly approved by Medimate

The exact support available depends on the confirmed Booking, the Companion's approved role and training, the Booking Recipient's condition and requirements, healthcare-facility rules, safety considerations, and applicable law.

4. Verified Companions — Training and Verification

All Companions performing live Bookings through the Medimate Platform are Verified Companions. A Verified Companion is an individual who has:

• Successfully completed the Medimate Medical Appointment Companion Training Programme through Medimate's approved training partner; and
• Been approved and activated by Medimate on the Platform.

Training completed through the Medimate Medical Appointment Companion Training Programme confirms completion of the relevant companion programme only. It does not, by itself, constitute medical registration, clinical accreditation, or professional healthcare certification under any Malaysian regulatory framework.

Medimate may provide a verification method to confirm a Companion's status through the Platform or other authorised means introduced by Medimate from time to time.

A Programme-Trained Companion who has completed training but has not been activated on the Platform is not authorised to perform live Bookings and must not represent themselves as a Verified Companion.

5. No Medical Advice

Medimate and its Verified Companions do not provide:

• Medical advice or medical diagnosis
• Clinical assessment or treatment recommendations
• Medication advice or interpretation of symptoms
• Interpretation of test results
• Nursing advice or mental-health treatment
• Rehabilitation, nutritional or medical-device advice
• Emergency medical instructions

Any information communicated by a Companion must not be relied upon as professional healthcare advice. Questions concerning symptoms, diagnosis, treatment, medication, test results or medical decisions must be directed to an appropriately qualified healthcare professional.

6. No Healthcare Professional Relationship

Use of the Platform or Companion Services does not create a doctor-patient relationship, a nurse-patient relationship, a therapist-patient relationship, a pharmacist-patient relationship, a caregiver-dependent relationship, a medical representative relationship, or any other professional healthcare relationship between Medimate, the Companion, and the User or Booking Recipient.

A Verified Companion must not represent that they are acting as the Booking Recipient's healthcare professional merely because they have been assigned through Medimate.

7. Companions with Healthcare Qualifications

Some Verified Companions may independently possess nursing, medical, allied-health, caregiving or other healthcare-related qualifications. Unless Medimate has expressly introduced and approved a regulated professional service under separate terms:

• The Companion remains engaged only to perform the approved non-medical Companion Services
• The Companion's professional background does not expand the scope of the Booking
• The Companion must not provide professional healthcare services through an ordinary Medimate Booking
• The User must not request clinical or professional services outside the confirmed scope
• Medimate does not represent that the Booking constitutes healthcare treatment

8. Medical Decisions and Consent to Treatment

The Verified Companion is not authorised to make medical or treatment decisions, select or approve a treatment, refuse treatment on behalf of the Booking Recipient, consent to surgery, testing, admission or discharge, sign medical consent forms, sign legal, financial or insurance documents, act as a legal guardian, act as a healthcare proxy, make end-of-life decisions, or represent that they have authority to act for the Booking Recipient.

The Booking Recipient, their lawful representative or an appropriately authorised healthcare decision-maker remains responsible for all medical decisions and treatment consent.

Where the Booking Recipient may lack capacity to make or communicate decisions, the User must arrange for an appropriately authorised guardian, representative or decision-maker to be available. A Companion's presence does not replace the need for such a person.

9. Medication and Medical Devices

A Companion must not be asked or expected to prescribe, recommend, purchase, prepare, measure, administer, inject, or adjust medication, decide whether medication should be taken, manage controlled drugs, operate medical equipment, adjust a medical device, provide oxygen or clinical monitoring, or perform a medical procedure.

The Booking Recipient or their authorised caregiver remains responsible for medication and medical-device management.

A Companion may provide a general reminder based on clear instructions already provided by the Booking Recipient, their authorised representative or a healthcare professional, only where the reminder does not involve selecting, preparing or administering medication, the Companion does not exercise clinical judgment, and the reminder remains within Medimate's approved service boundaries.

10. Personal Care, Lifting and Physical Transfers

Companion Services do not include bathing, toileting, continence care, feeding, dressing, changing adult diapers, wound care, physical restraint, lifting or carrying a person, bed-to-wheelchair transfers, wheelchair-to-vehicle transfers, vehicle-to-wheelchair transfers, physical rehabilitation exercises, or other personal, clinical or hands-on caregiving activities.

A Companion may provide ordinary guidance or steadying assistance only where it is within Medimate's approved service boundary, it does not involve lifting or transferring the Booking Recipient, the Companion considers it reasonably safe, the Booking Recipient is capable of participating safely, and no specialised professional or equipment is required.

Where the Booking Recipient requires lifting, physical transfer or personal care, the User must arrange an appropriately trained caregiver, healthcare professional, facility employee or other suitable assistance.

11. Transportation

Unless Medimate expressly introduces and confirms a separately regulated transportation service, Companion Services do not include transportation provided by Medimate or the Companion.

A Companion may, where permitted by the confirmed Booking, meet the Booking Recipient at the healthcare facility, accompany the Booking Recipient while using an authorised third-party transportation provider, assist with general transport coordination, or accompany the Booking Recipient between permitted appointment locations within the same facility or visit.

12. Appointment Information and Note-Taking

Where authorised, a Companion may write down factual information communicated during an appointment, help organise appointment documents, help the Booking Recipient remember questions, repeat information without adding their own interpretation, photograph or upload permitted documents through an approved Platform feature, and provide authorised factual updates concerning appointment progress.

The Companion does not guarantee that notes will be complete or free from error, that medical terminology will be transcribed accurately, or that a summary will be suitable for making medical decisions. The Booking Recipient or their authorised representative should confirm important information directly with the relevant healthcare professional and obtain formal medical documents where required.

13. Healthcare Providers and Facilities

Doctors, nurses, pharmacists, therapists, laboratories, hospitals, clinics and other healthcare providers operate independently from Medimate and the Companion. Medimate and the Companion do not control medical advice or diagnosis, treatment decisions, waiting times, appointment cancellations, admission or discharge, facility policies, access to records, medication availability, test-result timing, consultation duration, professional conduct, or healthcare fees.

The Companion must comply with the lawful rules and instructions of the healthcare facility. A facility may restrict entry by a Companion, attendance inside a consultation room, photography or recording, access to medical information, or other activities. Medimate does not guarantee that every facility will permit every form of companion assistance requested.

14. Healthcare Facility Entry Refusal

Notwithstanding that a Companion holds Verified Companion status, a healthcare facility may refuse or restrict a Companion's entry or attendance at its sole discretion, in accordance with its own visitor policies, clinical protocols, infection-control procedures, or applicable law.

Where a healthcare facility refuses a Companion entry or restricts a Companion's attendance during a confirmed Booking: the refusal is outside Medimate's control and does not constitute a failure by Medimate or the Companion to perform the Booking; the User should contact Medimate support through the Platform immediately; and Medimate will review the circumstances and determine the applicable refund, cancellation, or alternative arrangement in accordance with the Refund and Cancellation Policy.

Users are encouraged to confirm facility visitor policies directly with the relevant hospital or clinic before confirming a Booking, particularly for intensive care units, operating theatres, psychiatric wards, paediatric units, and other restricted clinical areas.

15. Mental Health and Psychiatric Appointments

Where a Booking involves a mental health, psychiatric, psychological, or counselling appointment, the following additional considerations apply:

• The attending healthcare professional retains the right to exclude the Companion from the consultation room at their clinical discretion, without this constituting a failure to perform the Booking
• The Companion must treat all information observed or heard during or in connection with a mental health appointment as strictly confidential
• The Companion must not disclose, discuss, or relay any information concerning the Booking Recipient's mental health, diagnosis, treatment, or clinical observations to any third party, including the User, except as expressly authorised by the Booking Recipient or required by law
• The User must not instruct the Companion to attend a consultation where the Booking Recipient has not consented to the Companion's presence

16. Companion Health and Infectious Disease

A Companion who is unwell, experiencing symptoms of an infectious illness, or aware of a recent exposure to a communicable disease must not attend a Booking and must notify Medimate promptly. Medimate may instruct a Companion not to attend or to withdraw from a Booking where a health or infectious-disease concern is identified.

Users must also disclose whether the Booking Recipient has an infectious condition that may create a material safety risk to the Companion before the Booking is confirmed. Medimate does not guarantee that Companions or Booking Recipients will not be exposed to infectious illness in the course of attending a healthcare facility appointment, as such exposure is an ordinary risk of visiting healthcare settings.

17. No Guarantee of Medical or Appointment Outcomes

Medimate and the Companion do not guarantee a particular diagnosis, successful treatment, improvement in health, recovery, the accuracy of a healthcare provider's advice, the availability of a healthcare provider, admission to or discharge from a facility, the issue of medical leave, approval of an insurance claim, access to medication, testing or treatment, completion of the appointment within a particular time, or any other medical, administrative or appointment outcome.

Companion Services are intended to provide non-medical support only.

18. Emergency Situations

Medimate and its Companions do not provide emergency medical services. The Platform and its communication or emergency features must not be relied upon as a substitute for contacting emergency services directly.

Where an immediate threat to life, health or safety exists, the User, Booking Recipient or Companion should contact the appropriate emergency service or alert healthcare-facility personnel without delay.

During an emergency, a Companion may take reasonable non-clinical steps such as:

• Calling emergency services (999 in Malaysia)
• Notifying healthcare-facility personnel
• Contacting Medimate
• Contacting the nominated Emergency Contact
• Providing relevant factual information
• Remaining nearby where reasonably safe
• Following lawful instructions from emergency or healthcare personnel

A Companion is not required or authorised to provide clinical treatment, perform a medical procedure, make treatment decisions, consent to treatment, or transport the Booking Recipient as an emergency patient. No emergency response time is guaranteed.

19. User and Booking Recipient Responsibilities

Before confirming a Booking, the User must provide complete and accurate information concerning the Booking Recipient's support needs, mobility and accessibility requirements, communication needs, relevant health or safety risks, behavioural concerns, infectious-disease risks relevant to the Session, the need for clinical, nursing or personal care, the need for lifting or transfer assistance, and the availability of an authorised medical decision-maker.

The User and Booking Recipient must not conceal a material health or safety requirement, misrepresent the Booking Recipient's condition, request prohibited medical or personal-care services, pressure a Companion to exceed the approved scope, or rely on a Companion as a substitute for a healthcare professional.

20. Suitability of Companion Services

Companion Services may not be suitable where the Booking Recipient is bedridden, is clinically unstable, requires continuous monitoring, requires nursing or medical care, requires medication administration, requires personal care, requires lifting or physical transfer, requires specialised behavioural supervision, presents a serious risk of harm to themselves or others, requires emergency transportation, or otherwise requires support beyond Medimate's approved service scope.

Medimate may request additional information, require completion of a Booking Declaration, decline or cancel a Booking, require an authorised caregiver or representative to attend, pause or terminate a Session, or escalate an emergency or safety concern. The decision to decline or stop an unsuitable Booking is intended to protect the Booking Recipient, Companion and other persons.

21. Right of the Verified Companion to Refuse Out-of-Scope Requests

A Verified Companion may refuse any instruction or request that is medical or clinical, unsafe, unlawful, outside the confirmed Booking, outside Medimate's approved service boundaries, contrary to healthcare-facility rules, inconsistent with the Companion's training, likely to expose a person to unreasonable harm, or otherwise inappropriate. Such refusal does not constitute a failure to provide the Companion Services.

22. Information Provided Through the Platform

General health, safety or appointment-related information appearing on the Medimate website, application, communications or educational materials is provided for general awareness only. It must not be treated as medical advice, a clinical assessment, a diagnosis, a treatment recommendation, a substitute for professional consultation, or advice tailored to an individual's medical condition.

23. Consumer and Legal Rights

Nothing in this Medical Disclaimer excludes a right or remedy that cannot lawfully be excluded under applicable Malaysian law, including the Consumer Protection Act 1999, excuses Medimate from responsibility for its own negligence, fraud or wilful misconduct, requires a User to waive a statutory consumer protection, limits obligations imposed directly on Medimate by applicable law, or prevents a person from making a lawful complaint or claim.

This document defines the intended non-medical scope of the Platform and Companion Services. It is not a blanket release of Medimate or any other person from legal responsibility.

24. Acceptance and Records

By accepting this Medical Disclaimer, you confirm that you understand that Medimate provides a non-medical companion platform, Companions are Verified Companions who have completed the Medimate Medical Appointment Companion Training Programme and been activated on the Platform, Companions do not replace healthcare professionals, Companion Services have defined service boundaries, medical decisions remain with the Booking Recipient and their authorised healthcare decision-maker, and emergency, clinical, nursing, personal-care, lifting and transfer services are outside the ordinary service scope.

25. Contact Us

Questions concerning this Medical Disclaimer or the permitted scope of Companion Services 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

26. Effective Date and Version

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

This Medical Disclaimer applies from the Effective Date stated above. Earlier versions may be retained for legal, compliance, consent-record and dispute-management purposes.