terms of service
& privacy policy

We use the following definitions for our Terms of Service:

  1. “Angsana” refers to Angsana Health Sdn Bhd, a company registered in Malaysia (202101040616 (1440916-K)).

  2. “We/Our/Ours/Us” refer to Angsana and its related employees and contractors. 

  3. “Service” refers to the linking of you to the Healthcare Professional and Healthcare Institution through the Platform.

  4. “You/Your/Yours” refer to you or the end-user of the Services.

  5. “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.

  6. “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.

  7. “Platform” refers to the 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.

We advise you to read our Terms of Service 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. Angsana interacts with these HCPs as independent contractors, and they 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 recommend or endorse any specific HCPs, HCIs, diagnostic tests, medications, products, procedures or services.

 

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 all-encompassing services and solutions for every situation. Therefore, you should not use Angsana services in the following situations:

  1. 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;

  2. You have a complex long-term health situation requiring specialist care at a healthcare institution; or

  3. You have any healthcare need that is not supported by any Angsana Services.

You should use Angsana's Service in fair and reasonable ways

Angsana provides Services on an “as-is” basis. This means that you accept our Services in the condition they presently exist. Therefore, you should use Angsana’s Service in the following ways: 

  1. You will only access and use the Service in non-emergency situations;

  2. You are solely responsible for your interactions with the HCPs with whom you communicate with by using the Service and Platform;

  3. 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. Therefore, Angsana does not have control over the quality, reliability, responsiveness, provision or failure to provide of the 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.

  4. Please do inform Angsana of any poor or inappropriate services provided by HCPs or HCIs in our Services. We endeavour to investigate and take appropriate action if the need arises, on a case-to-case basis. 

  5. We reserve the right to withdraw, suspend or discontinue our Services (either partially or fully) at any time, at our sole discretion. 

  6. 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, 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 other users or third party on the Service; or

    • any other matter relating to the Service or the Platform;

  7. 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 or purchase other Services.

Psychology consultation and group counselling services

By agreeing to our Terms of Service, you agree to participate in the psychology consultation and group counselling sessions offered in our Services. If you are currently receiving psychological therapy for any reason, our Services are not meant to replace your therapy. You should follow your existing treatment plans suggested by your mental health professional. While receiving our Services, if the psychologist or counsellor determines the need for further psychological support or therapy, a professional suggestion will be made to you. You are responsible to seek further treatment or support. 

We will manage your payments in responsible ways

We will collect payments through legitimate and regulated 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, subject to all financial standards and regulations in Malaysia. 

All your payment details are protected by industry-leading encryption standards. 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:

  1. If you terminate your purchase before receiving any Services (100% refund minus an administrative fee of RM50).

  2. If Angsana cancels your purchase for any reasonable or legitimate reason (100% refund minus an administrative fee of RM50).

  3. 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).

  4. 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.

You may terminate your purchase at any time

Please address all termination requests to support@angsanahealth.com, with the Subject Line of “Termination Request”. You may terminate your purchase at any time for any reason. However, there will be no refund (except for the first situation described in Refund, above).

We would like to understand your reason for termination to prevent future situations. 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.

We may use Third Parties to deliver Solutions to you

From time to time, third party companies may provide products or services that help us deliver Angsana services (“Third Party Services”). This includes, but is not limited to, external services for booking requests, virtual platforms, payment processing or healthcare. We will try our best to select reputable and competent Third Parties.

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 policy. 

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

We manage your privacy in the following ways:

  1. We do not collect any medical or health information at all. Your medical and health records are the responsibility of you, your HCP and/or your HCI.

  2. We may collect some personally-identifiable information to process your payment and deliver our Service. This will include your name, age, address, email address, mobile phone number and payment details (like credit card information). We use industry-leading encryption standards to protect your data. Together with our third party partners, we will comply with all data privacy protections in Malaysia, including the Personal Data Protection Act 2010.

  3. We will not provide, disseminate, communicate or sell your personal data to any third party (except to provide the Services that you have purchased).

You can sign up for our promotions

Angsana is committed to primary, preventive and holistic healthcare. From time to time, we may launch new products for you and your family. You may sign up for our email newsletter. If you do so, we will use the email address provided to us to send you these newsletters. 

Angsana may change our Solutions 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, changes in the duration or frequency of your interactions with HCPs or changes in the type or number of HCPs that you interact with.  

Angsana may change our Terms of Service from time to time

We reserve the right to make reasonable changes to our Terms of Service from time to time. The most current version will always be posted on our Platform. By continuing to access or use the Service after revisions become effective, you agree to be bound by the revised Terms of Service. Please refer to this page from time to time to review the Terms of Service. In the event of inconsistencies between the terms and conditions found elsewhere with regards to our Services (if any) and the Terms of Services, the latter shall prevail.