Refund & Cancellation Policy

Last Updated: 12th June 2026

This Refund & Cancellation Policy applies to bookings made through the Medimate platform.

1. General Policy

Medimate aims to provide a fair cancellation and refund process for users and companions. Cancellation charges are calculated based on booking type and timing before the scheduled service start time.

Cancellation fees may be used to compensate companions for reserved time, preparation, and operational costs.

2. Cancellation Fee Summary

Booking Type	Cancellation Timing	Cancellation Fee	Refund Outcome
Advance Booking	More than 4 hours before service start time	No fee	Full refund
Advance Booking	Less than 4 hours before service start time	RM20	Remaining amount refunded
Advance Booking	Less than 2 hours before service start time	RM40	Remaining amount refunded
Instant Booking	Within 5 minutes after booking confirmation	No fee	Full refund
Instant Booking	After the 5-minute grace period	RM20	Remaining amount refunded
User No-Show	Companion arrives, waits 15 minutes, no meeting confirmed, and user is unreachable	Minimum 1-hour charge of RM40 may apply	Remaining amount, if any, may be refunded

3. Advance Booking Cancellation

Advance Booking refers to a booking where the scheduled service start time is at a future date or time. Cancellation penalties are calculated based on the remaining time before the scheduled service start time, not the booking acceptance time.

Cancellation More Than 4 Hours Before Service Start

No cancellation fee will be charged.
User will receive a full refund.

Cancellation Less Than 4 Hours Before Service Start

A RM20 cancellation fee may apply.
The remaining amount will be refunded.

Cancellation Less Than 2 Hours Before Service Start

A RM40 cancellation fee may apply.
The remaining amount will be refunded.

4. Instant Booking Cancellation

Instant Booking refers to bookings where a companion is expected to begin preparing or moving shortly after confirmation, usually for same-day near-term appointments.

5-Minute Grace Cancellation Window

Users may cancel within five (5) minutes after booking confirmation.
No cancellation fee will be charged.
User will receive a full refund.

Cancellation After the 5-Minute Grace Period

A RM20 cancellation fee will apply.
The remaining amount will be refunded.

5. User No-Show

A user may be considered a no-show if the companion arrives at the agreed meeting location, waits for fifteen (15) minutes, no meeting is confirmed, and the user is unreachable.

A minimum one-hour charge of RM40 may apply.
The booking will end.
The user will not be able to review the companion for that booking.

6. Companion No-Show

If an assigned companion fails to attend the booking without reasonable notice, users may request:

A replacement companion, subject to availability; or
A full refund, subject to Medimate's review.

7. Refund Processing Time

Approved refunds are generally processed within seven (7) to fourteen (14) business days. Actual processing time may vary depending on the payment provider, card issuer, or bank.

8. Service Disputes

Refund requests related to service quality, booking issues, or disputes will be reviewed on a case-by-case basis. Medimate may review booking records, communication records, companion reports, and user feedback before making a decision.

9. Changes to this Policy

Medimate may update this Refund & Cancellation Policy from time to time. Updated versions will be published on this page.

10. Contact Us

For refund-related enquiries:

Medimate Technologies Sdn. Bhd.
Email: support@medimate.com.my

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