Terms of Service

Effective date: 21 April 2026  |  Last updated: 21 April 2026  |  Version 1.0

1. About MigrantCare and These Terms

MigrantCare is a telehealth platform operated by MigrantCare Sdn. Bhd., a company incorporated under the laws of Malaysia ("we", "us", "our"). The platform connects patients with independently licensed healthcare professionals (HCPs) for remote consultations via video and audio calls.

These Terms govern your use of the MigrantCare mobile application (Android), website, and all related features and services. They apply to users in Malaysia and Bangladesh. By accessing or using MigrantCare, you confirm that you have read, understood, and agreed to these Terms and our Privacy Policy.

2. Eligibility

• You must be at least 18 years old to create an account and use MigrantCare independently.
• Users aged 13–17 may use the platform only with the consent and active supervision of a parent or legal guardian, who agrees to these Terms on the minor's behalf.
• The platform is not intended for children under 13.
• By using the app, you confirm that all information you provide is accurate and that you have the legal capacity to enter into this agreement.

3. Medical Disclaimer and Scope of Service

What MigrantCare is

• A platform to book and attend remote consultations with licensed doctors.
• A tool to organise and describe your health concerns before a consultation (via MIRA).
• A service to receive and store e-prescriptions issued by your consulting HCP.
• A platform to facilitate orders from pharmacies and laboratories based on issued prescriptions.

What MigrantCare is not

• MigrantCare does not provide medical advice, diagnosis, or treatment.
• HCPs on the platform are independent licensed professionals — MigrantCare is not their employer and is not responsible for their clinical decisions.
• MigrantCare is not suitable for medical emergencies. If you are experiencing a life-threatening emergency, call your local emergency services (999 in Malaysia, 999 in Bangladesh) or go to the nearest emergency department immediately.

4. AI Assistant (MIRA) — Terms of Use

What MIRA does

• Asks structured follow-up questions to help you describe your symptoms clearly.
• Produces a symptom summary to help you and your chosen HCP make the most of your consultation time.
• Suggests relevant medical specialties based on your described symptoms.

What MIRA does not do

• MIRA does not diagnose medical conditions.
• MIRA does not recommend specific treatments, medications, or dosages.
• MIRA's output should never be used as a substitute for professional medical advice.

Your obligations when using MIRA

• Provide accurate and truthful symptom descriptions.
• Understand that MIRA's responses are automated and may not be complete or accurate for your situation.
• Always follow up with a licensed HCP for any health concern.

Use of MIRA requires your separate consent, presented before your first interaction. You may opt out of using MIRA at any time without affecting access to other platform features.

5. User Accounts and Responsibilities

• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately at support@migrantcare.com.my if you suspect unauthorised access to your account.
• You are responsible for all activity that occurs under your account.
• You must provide accurate registration information and keep it up to date.
• One account per person. Creating multiple accounts to circumvent restrictions is prohibited.

6. Healthcare Professionals on the Platform

All HCPs listed on MigrantCare are independently licensed medical professionals. MigrantCare verifies their registration credentials at the time of onboarding but does not continuously monitor or supervise their clinical practice.

• HCPs are solely responsible for all clinical decisions made during consultations.
• MigrantCare does not guarantee the availability of any specific HCP.
• Consultations conducted on the platform do not constitute an ongoing patient–doctor relationship beyond the individual session unless explicitly agreed between you and the HCP.

7. Consultations and Appointments

• Consultations are conducted via video or audio call for a standard duration of 15 minutes. Extended sessions may be available depending on the HCP.
• You must be in a private, quiet location for your consultation to ensure confidentiality.
• Consultations are not recorded by MigrantCare by default. If an HCP records a session, you will be notified and your consent obtained.
• Missed appointments without cancellation at least 2 hours in advance may not be eligible for a refund — see Section 10.
• If a consultation is interrupted due to a technical failure on our end, you will be offered a rebook or wallet credit. See Section 10.

8. E-Prescriptions and Pharmacy/Lab Orders

• E-prescriptions are issued exclusively by licensed HCPs. MigrantCare does not prescribe medications.
• E-prescriptions generated on the platform are for your personal use only and must not be shared or altered.
• Pharmacy and lab orders placed through the app are processed by third-party providers. MigrantCare facilitates the order but is not responsible for the quality, availability, or delivery of medicines or lab services.
• Payments for prescription orders are processed via your wallet or directly through the payment gateway.
• You must ensure that you accurately represent your identity and health information when placing orders.

9. Payments, Wallet, and Subscriptions

Wallet

• The MigrantCare in-app wallet is a closed-loop prepaid balance. Funds added to the wallet can only be used to pay for services within the MigrantCare platform.
• Wallet balances cannot be transferred to other users, withdrawn as cash, or used outside the app.
• Wallet top-ups are processed by Fiuu. MigrantCare does not store your full card or bank account details.
• Wallet top-ups are non-refundable except in cases where the top-up failed but your payment was debited. Report such cases to support within 7 days.
• Upon account deletion, any remaining wallet balance will be refunded to your original payment method within 14 business days, subject to a minimum balance threshold of MYR 1.00 / BDT 25.

Subscriptions

• MigrantCare offers subscription plans that provide access to enhanced features or discounted consultation rates.
• Subscriptions are billed from your wallet balance or directly via Fiuu on a recurring basis as stated at the time of purchase.
• Subscriptions renew automatically unless cancelled at least 24 hours before the renewal date via Profile → Subscription → Cancel.
• Subscriptions are not processed through Google Play Billing. They are paid directly to MigrantCare for real-world healthcare services, consistent with Google Play's exemption for healthcare service payments.

Payments

• All prices are displayed in Malaysian Ringgit (MYR) for Malaysian users and Bangladeshi Taka (BDT) for Bangladeshi users.
• Payment receipts are available in-app under Profile → Transaction History.

10. Refund Policy

Scenario	Outcome	Timeline
Consultation cancelled by HCP with less than 2 hours' notice	Full wallet credit or refund to original payment method (your choice)	Within 5 business days
Consultation failed due to technical issue on MigrantCare's end (verified)	Full wallet credit + option to rebook at no charge	Within 3 business days of verified failure
User cancelled with more than 2 hours' notice	Full wallet credit	Immediate
User cancelled with less than 2 hours' notice or did not attend	No refund	—
Consultation completed (regardless of outcome)	No refund — clinical decisions are the HCP's responsibility	—
Subscription cancelled before renewal date	No refund for current billing period; no future charge	Cancellation effective immediately
Subscription purchased but feature access not available due to platform error	Prorated wallet credit for affected days	Within 5 business days
Wallet top-up charged but not credited due to payment gateway error	Full refund to original payment method	Within 7 business days
Remaining wallet balance on account deletion	Refunded to original payment method (min. threshold applies)	Within 14 business days

How to request a refund

1. Submit your request within 7 days of the relevant event.
2. Use the refund request form at https://request.migrantcare.com.my/refund
3. Or email support@migrantcare.com.my with subject "Refund Request" and include your registered phone number, date of transaction, and description of the issue.
4. We will acknowledge your request within 2 business days and provide a resolution within 7 business days.

Refunds to the original payment method are subject to Fiuu's processing timelines (typically 5–10 business days after our approval). Wallet credits are applied immediately upon approval.

11. Prohibited Conduct

You agree not to:

• Misrepresent your identity, health condition, or credentials to an HCP.
• Use the platform to obtain controlled substances without a legitimate prescription.
• Harass, threaten, or abuse any HCP or MigrantCare staff member.
• Attempt to reverse-engineer, decompile, or extract source code from the application.
• Use automated scripts, bots, or scrapers to interact with the platform.
• Attempt to circumvent security features, authentication, or access controls.
• Share your account credentials with third parties.
• Use MIRA for any purpose other than describing your own health concerns.
• Upload false, misleading, or fraudulent medical documents.
• Violate any applicable law, including the Malaysian PDPA, the Computer Crimes Act 1997, Bangladesh's Digital Security Act 2018, or any other applicable regulation.

Violations may result in immediate account suspension or termination and may be reported to relevant authorities.

12. Intellectual Property

All content, trademarks, software, designs, and materials in the MigrantCare application are the property of MigrantCare Sdn. Bhd. or its licensors. You are granted a limited, non-exclusive, non-transferable licence to use the application for its intended purpose. You may not reproduce, modify, distribute, or create derivative works from any part of the platform without our express written permission.

Content you upload (e.g., medical documents, profile photos) remains your property. You grant us a limited licence to store and process it solely to provide the services you have requested.

13. Limitation of Liability

To the maximum extent permitted by Malaysian law:

• MigrantCare's total aggregate liability to you for any claim arising out of or relating to these Terms or the platform shall not exceed the total amount you paid to MigrantCare in the 3 months preceding the claim.
• MigrantCare is not liable for the clinical decisions, advice, or conduct of any HCP on the platform — claims arising from clinical care should be directed to the individual HCP and their professional indemnity insurer.
• MigrantCare is not liable for any indirect, consequential, incidental, special, or punitive damages, including loss of profits, data, or goodwill.
• MigrantCare is not liable for service interruptions caused by third-party providers (e.g., Firebase, LiveKit, Fiuu), telecommunications failures, or force majeure events.

Nothing in these Terms limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

14. Indemnification

You agree to indemnify and hold harmless MigrantCare Sdn. Bhd., its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from: (a) your violation of these Terms; (b) your misuse of the platform; (c) inaccurate information you provided; or (d) your violation of any applicable law or third-party rights.

15. Termination

We may suspend or terminate your account at any time if you violate these Terms, engage in fraudulent activity, or if required to do so by law. We will give you reasonable notice where possible.

You may terminate your account at any time via Profile → Settings → Delete Account or by contacting support@migrantcare.com.my. Upon termination, your access to the platform ceases immediately. Data retention obligations described in our Privacy Policy continue to apply.

On termination, any remaining wallet balance above the minimum threshold will be refunded per Section 10.

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of Malaysia. Any disputes arising from or relating to these Terms or the platform shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to the courts of Kuala Lumpur, Malaysia, which shall have exclusive jurisdiction.

For users in Bangladesh, to the extent that mandatory local consumer protection laws apply, those protections are not excluded by this clause.

17. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via in-app notification and email at least 14 days before the changes take effect. Continued use of the platform after the effective date constitutes your acceptance of the updated Terms. If you do not accept the updated Terms, you must stop using the platform and may request account deletion.

18. Contact Us