Terms of Service / Use
Effective Date: 09 June 2023
We use the following definitions for our Terms of Service:
- “Angsana” refers to Angsana Health Sdn Bhd, a company registered in Malaysia 202101040616 (1440916-K).
- “We/Our/Ours/Us” refers to Angsana and its employees and contractors.
- “Services” refer to the products and/or Services you have purchased from Angsana.
- “You/Your/Yours” refers to you or the end-user of the Services.
- “Healthcare Professional” or “HCP” refers to a healthcare professional licensed and regulated by the Malaysian Government and relevant professional bodies. They include, but are not limited to, doctors, specialists, psychologists, nutritionists, counsellors, pharmacists or nurses.
- “Healthcare Institution” or “HCI” refers to healthcare facilities licensed and regulated by the Malaysian Government and relevant professional bodies. They include, but are not limited to, hospitals, clinics, dialysis centres, nursing homes or hospice care facilities.
- “Platform” refers to the mobile application, web application, portal, website or any other platform which Angsana operates or makes available to you, HCPs or HCIs for the purposes of the Services.
By using our Service, you agree to our Terms of Service
You must read these Terms of Service and Privacy Notice carefully before you start using our Service. By using our Service, you agree to accept and abide by these Terms of Service. Your acceptance begins on the date on which you purchase our Services. If you do not agree to these Terms of Service, you should stop using our Service.
We are a platform that connects HCPs and HCIs to you
Angsana brings together HCPs and HCIs to deliver integrated and multi-disciplinary primary and preventive healthcare to you. These HCPs and HCIs are licensed and regulated by their respective relevant professional bodies and the Malaysian Government. These HCPs are not employees of Angsana. Angsana does not own or operate any HCIs.
Therefore, Angsana is not a HCP (like a doctor or a nurse) or a HCI (like a hospital or clinic). It is up to the HCP to provide healthcare advice and Services to you, and it is up to you to accept such healthcare advice and Services at your sole risk.
Although Angsana brings together these HCPs, this is not intended to provide healthcare Services directly to you or deliver any act that can be construed as being a HCP or a HCI. We also do not endorse any specific HCPs, HCIs, diagnostic tests, medications, products, procedures provided by the HCPs or HCIs.
Employees of Angsana do not provide healthcare services, and play no role in your diagnosis, treatment or management. Therefore, we are not liable for any professional advice or service provided by the HCP to you via any channel or medium. We are also not liable for any professional issues you may have with the HCPs (such as negligence, professionalism, timeliness or perceived quality of advice or service). You may use existing professional channels to raise your concerns. However, we will take appropriate action against unprofessional or unsafe conduct by HCPs with whom we interact, to the extent of our legal ability to do so.
You should not use Angsana in certain situations
Angsana does not provide services and solutions for every situation. Therefore, you should not use Angsana Services in the following situations:
- There is a medical or health emergency or life-threatening condition, in which case you should seek immediate attention such as seeing your personal doctor or calling emergency services or going to the Emergency Room immediately;
- You have a complex long-term health situation requiring complex specialist care at a healthcare institution; or
- You have any healthcare need that is not supported by any Angsana Services.
You should use Angsana Services in fair and reasonable ways
- You will only access and use the Service in non-emergency situations;
- You are solely responsible for your interactions with the HCPs or HCIs with whom you communicate with by using the Service, and/or Platform;
- While we strive to provide the highest quality and reliability in respect of the Services purchased from Angsana, Angsana does not participate in the interaction between you and the HCPs or HCIs. Angsana does not have control over the quality, reliability, responsiveness, provision or failure to provide information or Services provided by the HCPs and HCIs. As such, we also do not warrant that:
- the Services will meet your specific requirements;
- the Service will be uninterrupted, timely, secure, or error-free;
- the results that may be obtained from the use of the Services will be accurate or reliable;
- the quality of the Service, information, or other material obtained by you through the Service will meet your expectations.
- Please inform Angsana of any poor or inappropriate Services provided by HCPs or HCIs in our Services. Where we are able to, we endeavour to investigate and take appropriate action if the need arises, on a case-to-case basis.
- We reserve the right to withdraw, suspend or discontinue the Services (either partially or fully) at any time, at our sole discretion.
- You expressly acknowledge and agree that Angsana shall not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other tangible or intangible losses resulting from:
- the use or the inability to use the Service or the Platform;
- unauthorised access or use of your Angsana account;
- statements or user content or conduct of any users or third party on the Service; or
- any other matter relating to the Service or the Platform.
- Angsana will not have any further contractual obligations to you upon the end of your usage of our Services and/or cancellation of the same, unless you repurchase our Services;
- By accessing our Services, you confirm that you are at least 18 years of age. If you are under 18 years of age, your parents or guardian agree to these terms on your behalf.
Consultation and group counselling Services
By agreeing to our Terms of Service, you agree to participate in the consultation (including psychology consultation) and group counselling sessions offered in our Services. If you are currently receiving therapy (including psychological therapy) for any reason, our Services are not meant to replace your therapy. You should follow your existing treatment plans suggested by your HCP. While receiving our Services, if our HCP or counsellor determines the need for further support of therapy, a professional suggestion will be made to you. You are responsible to seek further treatment or support.
We manage your payments in responsible ways
We will collect payments through legitimate and regulated third party payment methods from you, your employer or your insurer (as the case may be). These methods may include credit cards, bank transfers or e-wallets presently operating and commonly used in the market.
We do not have access to your payment details or financial data. If your payment is processed overseas, you are responsible for any related additional charges. You are responsible to resolve any disputes with your credit card company or bank.
We reserve the right to suspend any transaction if we reasonably believe that the transaction may be fraudulent, illegal or where we reasonably believe you to be in breach of the Terms of Service. You agree that you will cooperate in relation to any financial due diligence that is required and to help us comply with all prevailing laws.
You may ask for a refund in certain situations
Please address all refund requests to support@angsanahealth.com, with the Subject Line of “Refund Request”, within fifteen (15) calendar days of your incident. You may ask for a refund only in the following situations:
- If you terminate your purchase before receiving any Services (100% refund minus an administrative fee of RM50).
- If Angsana cancels your purchase for any reasonable or legitimate reason (100% refund minus an administrative fee of RM50).
- You receive two or more cancellations from your HCP on the same booking request with the same HCP (100% refund minus an administrative fee of RM50).
- You have raised an official complaint against your HCP for legitimate reasons via professional and official channels (100% refund). In these situations, we would like to understand your reasons to correct the situation and prevent future incidents. Therefore, we may contact you for further information and with your written consent. All information will be strictly confidential and will not be shared with the HCP without your written consent.
For the avoidance of doubt, there will be no refunds for any situation falling outside the situations listed above.
We may use Third Parties to deliver Services to you
From time to time, third party companies may provide products or Services that help us deliver Angsana Services (“Third Party Services”). These include, but not limited to, external Services for booking requests, virtual platforms and payment processing. We will exert our best efforts to select reputable and competent Third Parties to ensure the quality of our Services.
When accessing these Third Party Services, you may be required to register for or log into their websites or electronic platforms. By using these Third Party Services, you are directly sharing your relevant personal information with these Third Parties, and will be governed by their Privacy Notice.
Your use of these Third Party Services is governed by the terms and conditions of these Third Parties. Angsana makes no representation on any aspect of Third Party Services and accepts no responsibility for and is not liable for any loss or damage incurred while accessing these Third Party Services.
We are committed to your privacy
Your privacy is important to us. We may collect and process your data in accordance with the privacy practices described in our Privacy Notice. If you have questions about the treatment of your personal data, please write to support@angsanahealth.com.
By using our Services and our Platform, you acknowledge and agree that Internet transmissions are never completely private or secure. You understand that any message or information you send or provide may be read or intercepted by others. This is the case even if we inform you that a particular transmission (for example, credit card information) is encrypted. While security cannot be guaranteed, we strive to protect the security of your information and are constantly reviewing and enhancing our information security measures.
When utilising a feature of our Services requiring your signature, you agree to do business electronically and to use electronic signatures.
You can sign up for Proof-of-Concept
Angsana sometimes releases products and features that we are still testing and evaluating. The Proof-of-Concept phase is labelled “proof-of-concept”, “alpha”, “beta”, “pilot”, or “preview” (or with words or phrases with similar meanings) and may not be as reliable as Angsana’s other fully-launched Services. Proof-of-concepts are made available to collect user feedback and to test the safety and effectiveness of Angsana Products or Services. By signing up, you agree that we may contact you to collect such feedback. Proof-of-concepts are confidential until official launch. If you use any proof-of-concept, you agree not to disclose any information to anyone else without our permission.
You can sign up to receive updates
Angsana is committed to primary, preventive and holistic care. From time to time, we may launch new products for you and your family. You may sign up for our low-volume newsletter. If you do so, we will use the email address provided to us to send you these newsletters. You are free to opt-out from our newsletter anytime.
Angsana may change our Services from time to time
We reserve the right to make reasonable changes to our Services from time to time, with adequate notice provided to you. These changes may include, but are not limited to, reasonable adjustments to the price of our Services, changes in the duration or frequency of your interactions with HCPs or changes in the type or number of HCPs that you interact with. By continuing to access or use the Service after revisions become effective, you agree to these revisions.
Angsana may change our Terms of Service from time to time
Copyright
The website www.angsanahealth.com is wholly owned by Angsana. All the operations and Services available in our Platform are fully managed and operated by Angsana, unless specified otherwise. All the contents and its related intellectual property rights residing in our Platform are the property of Angsana.
Angsana respects the intellectual property of others and asks that you do too. You agree that you will not copy, reproduce, modify, broadcast, perform, republish, upload, post, publicly display, encode, translate, transmit, mirror or otherwise distribute, or create derivative works from any part of our website, Platforms and content, or otherwise exploit any of them for any commercial use without our prior written consent.
You agree not to use our website, Platforms and content for any purpose or in any manner that is unlawful or infringes our or any third party’s intellectual property rights. You may not remove or alter any copyright, trademark or any other proprietary notice from any part of our website, Platforms and content. If you download materials from our website, Platforms and content, they shall only be for your personal and non-commercial use. You shall not alter such materials and you shall keep all copyright, trademark and other proprietary notices intact.
Disclaimer
Angsana in no way warrants or represents, whether expressly or implicitly, as to the accuracy, currency or entirety of any information contained or referenced in our Platform. We assume no liability for any errors or omissions in the content of this site nor any risk for your use of our Platform. References to specific treatments, products, or Services do not constitute or imply endorsement by us. It should not be construed as medical advice nor should it be used for diagnostic or treatment purposes. Under no circumstances shall Angsana be liable regardless of the form of action for any technical failure including without limitation system down, security or data breaches, cyber-attacks and connection or network failure in connection with your accessing this website and/or using the online Services even if Angsana had been advised as to the possibility.
Should Angsana offer you the opportunity to access an external link, please be aware that any information posted on the external link represents the views of the individual or organisation who posted such communication and are not the views of Angsana. Angsana accepts no responsibility or liability for anything posted in these external links, although we will do our best to only share credible and reasonable external links. Angsana reserves the right to monitor any information transmitted or received through any external links. Angsana, at its sole discretion and without prior notice, may at any time review, remove or otherwise block any materials posted or take any legal measures against the wrongdoer.
Enquiries
If you have any enquiries about these terms, please contact us at support@angsanahealth.com.
