Refund & Cancellation Policy

Medimate Technologies Sdn. Bhd.  ·  Effective 1 July 2026

1. General Policy

This Refund and Cancellation Policy applies to all Bookings made through the Medimate Platform by Users of Medimate Technologies Sdn. Bhd. Medimate aims to provide a fair cancellation and refund process for Users and Verified Companions. Cancellation charges are calculated based on Booking type and timing before the scheduled service start time.

Cancellation fees where applied are used to compensate Verified Companions for reserved time, preparation, and operational costs incurred in connection with the confirmed Booking.

Nothing in this Policy excludes or restricts any consumer right or remedy available under the Consumer Protection Act 1999 (Malaysia) or any other applicable Malaysian law.

2. Cancellation Fee Summary

The following table summarises the cancellation fees and refund outcomes applicable to each Booking type and cancellation scenario. All fees are in Malaysian Ringgit (RM) inclusive of applicable taxes unless otherwise stated.

Fees are deducted from the amount paid at the time of Booking before the remaining balance is refunded.

3. Advance Booking Cancellation

An Advance Booking is a Booking where the scheduled service start time is at a future date or time. Cancellation fees 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.
• The User will receive a full refund.

Cancellation Less Than 4 Hours Before Service Start

• A cancellation fee of RM20 will apply.
• The remaining amount after deduction of the cancellation fee will be refunded.

Cancellation Less Than 2 Hours Before Service Start

• A cancellation fee of RM40 will apply.
• The remaining amount after deduction of the cancellation fee will be refunded.

4. Instant Booking Cancellation

An Instant Booking is a Booking where a Verified Companion is expected to begin preparing or travelling shortly after confirmation, usually for a same-day or near-term appointment.

5-Minute Grace Cancellation Window

• Users may cancel within five (5) minutes after Booking confirmation at no charge.
• No cancellation fee will be charged.
• The User will receive a full refund.

Cancellation After the 5-Minute Grace Period

• A cancellation fee of RM20 will apply.
• The remaining amount after deduction of the cancellation fee will be refunded.

5. User No-Show

A User will be considered a no-show where the Verified Companion arrives at the agreed meeting location, waits for fifteen (15) minutes, no meeting is confirmed, and the User is unreachable through the Platform or registered contact details.

• A charge of RM40 will apply for the minimum one-hour Booking period.
• The Booking will be ended by the Companion.
• The remaining amount, if any, will be refunded after deduction of the RM40 charge.
• The User will not be able to submit a rating or review for the Companion in connection with that Booking.

Where the User subsequently becomes contactable and a genuine emergency or unavoidable circumstance is confirmed to Medimate's reasonable satisfaction, Medimate may review the charge at its discretion. Any such review must be requested through the support channel within twenty-four (24) hours of the Booking end time.

6. Companion No-Show

Where an assigned Verified Companion fails to attend a confirmed Booking without reasonable advance notice, the User may request:

• A replacement Verified Companion, subject to availability; or
• A full refund of the Booking amount.

Medimate will review and resolve a Companion no-show report within three (3) business days of the report being submitted. Where a full refund is approved, it will be processed in accordance with the refund processing timeframe in Section 8.

7. Partial Session Refunds

Where a Session commences but ends before the booked duration, the following applies:

Early Termination — No Fault of User

Where a Session ends early because of Companion withdrawal, Companion illness, healthcare facility refusal of Companion entry, or another circumstance not caused by the User or Booking Recipient:

• The User will be charged only for the actual time the Session was performed.
• A full refund will be issued for the unused portion of the booked duration.
• No cancellation fee will apply.

Early Termination — At User's Election

Where the User or Booking Recipient elects to end the Session before the booked duration — for example where the appointment concludes earlier than expected:

• The User will be charged only for the actual time the Session was performed.
• A full refund will be issued for the unused portion of the booked duration.
• No cancellation fee will apply.

Early Termination — Due to User Misconduct

Where a Session is ended early by the Companion or Medimate due to the User's or Booking Recipient's misconduct, breach of the User Terms of Service, or request for out-of-scope services:

• The User will be charged for the actual time the Session was performed.
• A refund for the unused portion may be considered by Medimate on a case-by-case basis.
• Medimate reserves the right to withhold a partial or full refund where the early termination was directly caused by the User's or Booking Recipient's conduct.

Session time will be calculated based on the check-in and completion records, location records, Companion reports, and other available Platform records.

8. Refund Processing Time

Approved refunds will be processed within seven (7) to fourteen (14) business days from the date the refund is approved by Medimate. Actual processing time may vary depending on the payment provider, card issuer, digital wallet provider, or bank involved.

Refunds will ordinarily be returned to the original payment method used at the time of Booking unless another method is agreed between the User and Medimate. Medimate will notify the User through the Platform or registered contact details when a refund has been approved and processed.

9. Service Disputes

Refund requests related to service quality, Booking issues, Companion conduct, or other disputes will be reviewed by Medimate on a case-by-case basis.

When submitting a dispute, the User should provide:

• Their name and Booking reference
• The date and location of the Booking
• A description of the concern
• Supporting messages, photographs, receipts or documents where available
• The refund or resolution outcome requested

Medimate will aim to provide an initial response within three (3) business days of receiving a dispute. Submitting a dispute does not guarantee a particular refund outcome. Nothing in this Policy prevents a User from exercising any right available under the Consumer Protection Act 1999 (Malaysia), submitting an eligible claim to the Tribunal for Consumer Claims Malaysia, or disputing a transaction lawfully through their payment provider.

10. Changes to This Policy

Medimate may update this Refund and Cancellation Policy from time to time where reasonably necessary to reflect changes to the Platform or Companion Services, pricing or fee structures, applicable law or regulatory requirements, or operational or safety procedures. The latest version will state its version number, effective date, and last updated date and will be published on the Medimate website.

11. Contact Us

For refund-related enquiries, cancellation requests, or dispute submissions:

Medimate Support Team
Email: support@medimate.com.my

Registered Office (Statutory — Not for Legal Correspondence)
Medimate Technologies Sdn. Bhd. (Company No. 202501049808 (1651216-A))
Level 10-01, Menara TH Uptown, No. 3, Jalan SS 21/39,
Damansara Utama, 47400 Petaling Jaya, Selangor, Malaysia

Effective Date and Version

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

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