User Terms of Service

Medimate Technologies Sdn. Bhd.  ·  Effective 1 July 2026

1. About These Terms

These User Terms of Service ("Terms") govern your access to and use of the Medimate website, mobile application, related digital services, and any features made available through the Medimate platform. These Terms form a legally binding agreement between you and Medimate Technologies Sdn. Bhd. (Company No. 202501049808 (1651216-A)).

By creating an account, accessing the Platform, making a Booking, receiving Companion Services, or using the Platform on behalf of another person, you confirm that you have read, understood, and agreed to these Terms. Where you do not agree with these Terms, you must not create an account, make a Booking, or use the Platform.

2. About Medimate

Medimate operates a technology platform that facilitates connections between Users and independent Verified Companions for non-medical appointment companion services. Medimate provides digital features that may include user account registration, companion discovery or matching, booking and scheduling, payment processing, communication features, appointment updates, location and progress-sharing features, ratings and reviews, complaint and incident-reporting functions, and other related platform features introduced from time to time.

Medimate does not itself provide medical treatment, nursing services, diagnosis, clinical advice, emergency medical services, personal care, or other regulated healthcare services. Unless expressly stated otherwise, Medimate also does not provide transportation services directly.

3. Eligibility

To create and operate a User Account, you must:

• Be at least eighteen (18) years old
• Have the legal capacity to enter into a binding agreement
• Provide complete, accurate and current registration information
• Use the Platform only for lawful purposes
• Comply with these Terms and all applicable Platform policies

For Medimate's initial service launch, a Booking Recipient must also be at least eighteen (18) years old. A person below eighteen (18) years old may not receive Companion Services unless Medimate expressly introduces a service for minors supported by appropriate parent or legal-guardian consent, child-safeguarding procedures, and separate terms or policies approved by Medimate.

4. Acceptance and Electronic Agreement

You accept these Terms when you select an acceptance checkbox, create a User Account, confirm a Booking, continue using the Platform after being shown these Terms, or otherwise indicate your agreement electronically. Electronic acceptance has the same effect as signing a written agreement.

5. Definitions

"Account" means an account registered on the Platform by a User.

"Booking" means a request made through the Platform for Companion Services at a specified date, time, location, or appointment.

"Booking Recipient" means the person who is intended to receive the Companion Services. The Booking Recipient may be the User or another person for whom the User is authorised to make the Booking.

"Companion" or "Verified Companion" means 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 Services" means non-medical appointment companion support facilitated through the Platform, which may include accompanying a Booking Recipient to or during an appointment, assisting with general appointment navigation, providing non-clinical administrative support, offering general communication assistance, providing emotional reassurance and companionship, helping with permitted appointment-related logistics, and carrying out other non-medical support expressly permitted by Medimate.

Companion Services do not include diagnosis or medical advice, nursing or clinical care, medication administration, personal hygiene or toileting assistance, feeding assistance, patient lifting, bed-to-wheelchair or other physical transfers, emergency medical treatment, handling medical devices, making medical decisions, or any activity requiring a licensed healthcare professional unless separately authorised under applicable terms and law.

"Medimate", "we", "us" or "our" means Medimate Technologies Sdn. Bhd., including the Platform and services operated under the Medimate brand.

"Platform" means the Medimate website, mobile application, systems, communication tools, administrative systems, and related technology infrastructure.

"Session" means the period during which a Verified Companion performs Companion Services in connection with a confirmed Booking.

"User", "you" or "your" means a person who accesses or uses the Platform, creates an Account, makes a Booking, receives Companion Services, or acts on behalf of a Booking Recipient.

6. Account Registration

You must create an Account to access certain Platform features or make a Booking. When registering an Account, you must provide information that is complete, accurate, current, and not misleading, including your full name, mobile telephone number, email address, date of birth, profile information, identity information, emergency contact information, and other information reasonably required to provide or safeguard the Services.

You must not create an Account using another person's identity without lawful authority, impersonate another person, provide false or misleading information, create an Account for fraudulent or unlawful purposes, or allow another person to use your Account in a manner that breaches these Terms.

7. Account Security

You are responsible for maintaining the confidentiality and security of your Account, login credentials, verification codes, and registered devices. You must use reasonable security measures to protect your Account, not disclose verification codes or login credentials to unauthorised persons, notify Medimate promptly if you believe your Account has been accessed or used without permission, and log out of your Account when using a shared or public device.

8. Accuracy and Updating of Information

You must keep your Account and Booking information accurate and current. You must promptly update information that may affect your eligibility to use the Platform, the safety or suitability of a Booking, Medimate's ability to contact you or your Emergency Contact, payment processing, the Companion's preparation for a Session, or the provision of Companion Services.

9. Identity and Eligibility Verification

Medimate may conduct verification checks to protect Users, Booking Recipients, Companions, and the Platform. You may be asked to provide information or documents reasonably required to verify your identity, age, contact details, payment method, your authority to act for a Booking Recipient, and the identity of the Booking Recipient.

Medimate may refuse, restrict, or delay Account activation or a Booking where required information has not been provided, information cannot reasonably be verified, information appears false or misleading, fraud or misuse is suspected, or access may create a safety, legal, or operational risk.

10. Account Use Restrictions

Your Account is intended for your personal and lawful use. Unless Medimate gives prior written approval, you must not sell, transfer, or commercially exploit your Account; use the Platform to arrange services outside the Platform to avoid applicable fees or safeguards; interfere with the Platform's security or operation; use automated systems to extract Platform data; introduce viruses or malicious code; or use the Platform in a manner that violates applicable law.

11. Account Suspension, Restriction and Termination

Medimate may suspend, restrict, deactivate, or terminate an Account where Medimate reasonably believes that these Terms or another applicable policy has been breached, false or misleading information has been provided, payment fraud or unlawful activity has occurred, the Account has been compromised, the User presents a safety risk, or suspension is required by law or a competent authority.

12. Making a Booking

A Booking may be made through the Platform using the booking options made available by Medimate. When making a Booking, you must provide complete and accurate information, including the Booking Recipient's details, the appointment date and estimated time, the service location, the healthcare facility or destination, the support reasonably required, relevant mobility or accessibility information, and relevant health, behavioural, communication, or safety information.

Submitting a Booking request does not guarantee that a Verified Companion will be available or that the Booking will be accepted.

13. Booking on Behalf of Another Person

Where the Platform permits you to make a Booking for another person, you confirm that:

• The Booking Recipient is personally known to you
• You have informed the Booking Recipient about the Booking and the nature of the Companion Services
• You have obtained the Booking Recipient's permission to provide their information to Medimate and the assigned Verified Companion
• You are authorised to make the Booking and provide relevant instructions on their behalf
• All information supplied about the Booking Recipient is complete, accurate, current, and not misleading

14. Service Suitability

Medimate provides non-medical appointment companion support. Before confirming a Booking, you must disclose whether the Booking Recipient requires continuous medical monitoring, nursing or clinical care, medication to be administered by the Companion, lifting or physical transfer assistance, toileting, bathing, feeding, or other personal care, or presents a known risk of violence or serious behavioural disturbance.

15. Verified Companion Matching

The Platform may suggest, assign, or match a Verified Companion based on factors such as availability, service location, language, stated preferences, training or experience, service requirements, Companion eligibility, safety considerations, and other operational factors. Preferences submitted through the Platform are requests only and are not guaranteed.

Medimate may make available a method for Users to verify a Companion's status through the Platform or another authorised verification mechanism.

16. Booking Confirmation

A Booking is confirmed only when the Platform displays or sends a confirmation indicating that the Booking has been accepted. A change to a confirmed Booking is not effective until it has been confirmed through the Platform or by Medimate.

17. Service Rates and Estimated Charges

The rates applicable to a Booking will be displayed through the Platform before you confirm the Booking. Charges may be calculated according to factors such as the type of Booking, the scheduled or actual Session duration, the applicable minimum booking period, additional time used, the service location, urgent or peak-period requirements, applicable taxes, third-party charges, and other charges clearly disclosed before confirmation.

18. Costs Not Included in Companion Service Charges

Unless expressly included in the Booking confirmation, Companion Service charges do not include medical consultation or treatment fees, medication or pharmacy purchases, hospital or clinic charges, transport fares, fuel, toll, or parking charges, admission or registration fees, meals, refreshments, or personal purchases, accommodation, medical equipment or supplies, or other third-party expenses.

19. Payment Methods and Authorisation

You must use a payment method accepted by the Platform. By confirming a Booking, you authorise Medimate and its payment service provider to verify your selected payment method, collect the estimated or confirmed Booking amount, collect permitted additional charges, process approved adjustments, issue refunds or credits where applicable, and retain transaction records as permitted or required by law.

20. Cancellation and Rescheduling by the User

You may cancel or request to reschedule a Booking through the Platform, subject to the applicable Refund and Cancellation Policy. Stopping payment, removing a payment method, deleting the application, or failing to attend does not by itself cancel a Booking. Cancellation and refund entitlements are set out in the Refund and Cancellation Policy.

21. Cancellation or Change by a Companion or Medimate

A Verified Companion may be unable to perform a Booking because of illness, emergency, safety concerns, transport disruption, or another reasonable cause. Where Medimate cancels a Booking for reasons not caused by the User or Booking Recipient, the User will ordinarily receive a refund of the affected Companion Service charge or an agreed alternative, subject to applicable law and the circumstances of the Booking.

22. Promotional Codes, Credits and Benefits

Medimate may offer promotional codes, referral benefits, vouchers, credits, or other incentives subject to separate conditions. Unless otherwise stated, they are not redeemable for cash, may have an expiry date, may be limited to eligible Users or Bookings, may not be transferred or combined, and may be withdrawn where issued or used because of error, fraud, abuse, or breach of terms.

23. Role of the Verified Companion

A Verified Companion provides non-medical appointment companion support within the service scope approved by Medimate. The Companion has completed the Medimate Medical Appointment Companion Training Programme and been activated on the Platform. A Verified Companion is not authorised to represent themselves as a doctor, nurse, medical assistant, therapist, caregiver, or other healthcare professional merely because they provide services through Medimate.

24. Prohibited Services and Service Boundaries

A Companion must not be asked or expected to diagnose a condition, interpret medical results as professional advice, recommend treatment, prescribe, prepare, administer, or adjust medication, perform clinical monitoring or medical procedures, make treatment or consent decisions, provide nursing care, provide toileting, bathing, feeding, dressing, or personal hygiene assistance, lift, carry, restrain, or physically transfer a person, perform bed-to-wheelchair or similar transfers, operate or manage medical devices, provide emergency medical treatment, sign medical, financial, legal, or consent documents on another person's behalf, handle controlled drugs or unlawful substances, or perform any activity outside Medimate's approved service scope.

The refusal of an out-of-scope or unsafe request does not constitute a failure to perform the Companion Services.

25. User and Booking Recipient Responsibilities During a Session

You must ensure, so far as reasonably possible, that you and the Booking Recipient treat the Companion with dignity and respect, comply with reasonable safety instructions, provide accurate appointment and location information, do not request services outside the permitted scope, do not ask the Companion to perform unlawful or clinical activities, and comply with the rules of the relevant healthcare facility.

26. Emergency Situations

Medimate and Companions do not provide emergency medical services. The Platform, where available, may provide features intended to assist a User or Companion in contacting emergency services, Medimate support, a nominated Emergency Contact, or another appropriate person. These features are supplementary only and are not a substitute for contacting emergency services (999) directly.

27. Emergency Contacts

You may be required to nominate and maintain an Emergency Contact. By providing an Emergency Contact's information, you confirm that the information is accurate and current, the person has been informed that they may be contacted in connection with a Booking or emergency, and Medimate and the Companion may contact them in accordance with the Emergency Contact Policy.

28. Ratings and Reviews

After a Session, the Platform may allow you to submit a rating or review. Any rating or review must reflect your genuine experience, be relevant to the Booking, be submitted honestly and in good faith, avoid discriminatory, abusive, defamatory, or threatening content, and comply with applicable law.

29. Complaints and Incident Reporting

You should report a service concern, safety issue, suspected misconduct, or incident through the available Platform or support channels as soon as reasonably practicable. You must provide information that is accurate and not deliberately misleading.

30. Privacy Notice and PDPA Compliance

Medimate collects and processes personal data in connection with the operation of the Platform and the provision of Companion Services in accordance with the Personal Data Protection Act 2010 (Act 709) and its subsidiary legislation. The Medimate Privacy Notice explains the categories of personal data collected, the purposes for which personal data is processed, the persons or organisations with whom personal data may be shared, applicable retention practices, data-security measures, your rights and choices, and how to contact Medimate regarding personal data.

31. Information About a Booking Recipient or Other Person

Where you provide personal data relating to a Booking Recipient, Emergency Contact or another person, you confirm that the information is accurate and relevant, you have informed the person where reasonably practicable that their information will be provided to Medimate, you have obtained any permission or authority required to provide the information, and you will inform Medimate if the information becomes inaccurate or should no longer be used.

32. Medimate's Role

Medimate operates a technology platform that facilitates the requesting, matching, management, payment and support of non-medical Companion Services. Unless expressly stated otherwise, Medimate does not itself provide medical, nursing, clinical, caregiving or emergency services; Companion Services are performed by independent Verified Companions using the Platform; and no doctor-patient or other healthcare-professional relationship is created between Medimate and a User or Booking Recipient.

33. No Medical Advice or Healthcare Services

Information provided through the Platform, Medimate support channels or a Companion is not intended to constitute medical advice, diagnosis, treatment, clinical monitoring, nursing care, medication guidance, mental-health treatment, emergency medical advice, or a substitute for consultation with a qualified healthcare professional. Users and Booking Recipients must obtain medical advice directly from an appropriately qualified healthcare professional.

34. No Guarantee of Appointment or Medical Outcomes

Medimate does not guarantee that an appointment will begin or finish at a particular time, that a healthcare provider will be available, that a healthcare facility will accept or treat the Booking Recipient, the availability of medication or treatment, the accuracy of information supplied by a healthcare provider, the result of any consultation or medical procedure, or any improvement in the Booking Recipient's health or wellbeing.

35. Insurance

Medimate does not currently arrange, facilitate or provide insurance or takaful coverage for Users, Booking Recipients, or Companions in connection with Bookings or Sessions. Users, Booking Recipients, and Companions are responsible for maintaining any personal medical, travel, accident, or other insurance appropriate to their own circumstances. Medimate intends to introduce insurance or takaful arrangements in a future service phase. Unless the Booking confirmation expressly states that coverage is included, Users should not assume that a Booking is insured.

36. Statutory and Consumer Rights

Nothing in these Terms excludes, restricts or modifies a guarantee, condition, warranty, right, remedy, liability, or protection that cannot lawfully be excluded, restricted or modified under applicable law, including rights under the Consumer Protection Act 1999 (Malaysia). Where a restriction or limitation in these Terms is not legally enforceable, it will apply only to the maximum extent permitted by law.

37. Responsibility for Loss

Subject to applicable law, Medimate will be responsible only for loss to the extent that the loss was directly caused by Medimate's breach of these Terms, Medimate's negligence, fraud or fraudulent misrepresentation, Medimate's wilful misconduct, Medimate's breach of an obligation imposed directly on it by applicable law, or another act or omission for which Medimate is legally responsible.

To the extent permitted by law, Medimate will not be responsible for indirect or consequential loss that was not reasonably foreseeable, loss of profit, revenue, business, commercial opportunity or anticipated savings, loss resulting from a medical diagnosis or healthcare outcome determined by a healthcare provider, or loss arising from an independent third-party service outside Medimate's reasonable control.

38. Events Beyond Reasonable Control

Neither Medimate nor a Companion will be responsible for a delay or failure to perform an obligation where the delay or failure is caused by an event beyond their reasonable control, including natural disasters, epidemics, pandemics or public-health restrictions, civil disturbance or industrial action, government or regulatory action, healthcare-facility closure or restriction, major traffic or public-transport disruption, telecommunications or utility failure, or cyberattacks that could not reasonably have been prevented.

39. Platform Availability

Medimate will take reasonable steps to maintain the availability and operation of the Platform. However, access may occasionally be interrupted or unavailable because of maintenance or system upgrades, technical or connectivity failures, cybersecurity incidents, failure of a third-party service, emergency or safety measures, or legal or regulatory requirements. Medimate does not guarantee that the Platform will operate continuously, without delay or without error.

40. Medimate Intellectual Property

The Platform and its contents are owned by, licensed to, or lawfully used by Medimate and are protected by applicable intellectual-property laws. Subject to these Terms, Medimate grants you a limited, personal, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended lawful purposes. This licence does not transfer ownership of any intellectual property to you.

41. Related Legal Documents

These Terms must be read together with the Privacy Notice, the Medical Disclaimer, the Refund and Cancellation Policy, any Booking Declaration, and the details displayed in the relevant Booking confirmation.

42. Changes to These Terms

Medimate may amend these Terms where reasonably necessary to introduce or modify a Platform feature, reflect changes to Companion Services, improve safety or security, comply with changes in law or regulatory requirements, or reflect changes to Medimate's business structure. The latest version will display its effective date and version number.

43. Consumer and Regulatory Remedies

Nothing in these Terms prevents you from exercising a right under applicable consumer-protection law, submitting an eligible claim to the Tribunal for Consumer Claims Malaysia, submitting a complaint to an appropriate regulator or authority, disputing a transaction lawfully through your payment provider, or seeking urgent protective or injunctive relief.

44. Governing Law and Jurisdiction

These Terms and any dispute or claim arising from them 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 another competent forum, the courts of Malaysia will have jurisdiction over disputes arising from these Terms, the Platform or Companion Services.

45. Language

These Terms may be made available in English, Bahasa Malaysia, and Chinese. Unless applicable law requires otherwise, the English version will be the reference version where an inconsistency cannot reasonably be resolved.

46. Contact Us

Questions, complaints or notices concerning these Terms 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

47. Effective Date and Version

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

These Terms apply from the Effective Date stated above.