Terms & Conditions

Terms & Conditions

Effective Date: 31 July 2025 Last Updated: 1 August 2025

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern your use of services provided by Klinik Rafa ("we," "us," "our," or "the Clinic"), including in-person medical consultations, telemedicine services, online booking, payment processing, and our website. By using our services, booking appointments, or accessing our website, you ("you," "your," or "Patient") agree to be bound by these Terms.

If you do not agree to these Terms, please do not use our services or website.

2. Medical Services

2.1 Scope of Services

Klinik Rafa provides general medical services including but not limited to:

  • In-person medical consultations and examinations
  • Telemedicine consultations via video conferencing
  • Diagnostic services and health screenings
  • Treatment and prescription services
  • Preventive care and health education
  • Medical referrals to specialists when necessary

2.2 Patient Responsibilities

You agree to:

  • Provide accurate and complete medical history and information
  • Arrive on time for scheduled appointments
  • Follow prescribed treatment plans and medication instructions
  • Inform us of any changes in your health condition
  • Respect clinic staff and other patients
  • Comply with clinic policies and procedures

2.3 Medical Advice Disclaimer

  • Medical advice provided is based on information you provide and clinical assessment
  • You should seek immediate emergency care for urgent medical conditions
  • Our services do not replace emergency medical care when needed
  • Second opinions from other healthcare providers are always your right

3. Appointment Booking and Scheduling

3.1 Online Booking System

  • Appointments can be booked through our website or by contacting the clinic directly
  • Online bookings are subject to availability and confirmation
  • You will receive confirmation of your appointment via email or SMS
  • Appointment slots are reserved for 15 minutes pending confirmation

3.2 Appointment Changes and Cancellations

  • Appointments may be rescheduled or cancelled up to [24 hours] before the scheduled time
  • Cancellations with less than [24 hours] notice may incur a cancellation fee of [RM X]
  • No-shows may be charged the full consultation fee
  • Emergency cancellations will be considered on a case-by-case basis

3.3 Clinic's Right to Reschedule

We reserve the right to reschedule appointments due to:

  • Medical emergencies
  • Equipment failure or technical issues
  • Staff illness or unavailability
  • Unforeseen circumstances beyond our control

4. Telemedicine Services

4.1 Telemedicine Consultations

  • Consultations are conducted via Zoom or other approved video conferencing platforms
  • You must have a stable internet connection and appropriate device
  • You are responsible for ensuring privacy during the consultation
  • Technical difficulties may require rescheduling the consultation

4.2 Telemedicine Limitations

  • Physical examinations cannot be performed remotely
  • Certain conditions may require in-person evaluation
  • Emergency situations cannot be handled via telemedicine
  • Prescriptions may be limited based on consultation type

4.3 Recording and Documentation

  • Telemedicine consultations may be recorded for medical record purposes
  • Recording will only occur with your explicit consent
  • You may request that consultations not be recorded where medically appropriate
  • All recordings are treated as confidential medical records

5. Payment Terms

5.1 Fees and Charges

  • Consultation fees are as published on our website or fee schedule
  • Payment is due at the time of service unless other arrangements are made
  • Additional charges may apply for extended consultations or additional services
  • Fees are subject to change with reasonable notice

5.2 Payment Methods

  • We accept cash, credit cards, debit cards, and online payments
  • Online payments are processed through secure, encrypted payment gateways
  • Insurance claims assistance may be provided where applicable
  • Payment plans may be available for certain treatments

5.3 Refund Policy

  • Refunds for medical services are generally not provided once services are rendered
  • Refunds for cancelled appointments may be provided according to our cancellation policy
  • Billing disputes must be raised within [30 days] of service
  • Refund requests will be reviewed on a case-by-case basis

6. Patient Rights and Responsibilities

6.1 Patient Rights

You have the right to:

  • Receive quality medical care without discrimination
  • Access your medical records and obtain copies
  • Receive clear explanations of treatments and procedures
  • Privacy and confidentiality of your medical information
  • Seek second opinions from other healthcare providers
  • File complaints about care or service

6.2 Patient Responsibilities

You are responsible for:

  • Providing accurate medical and insurance information
  • Following treatment instructions and taking medications as prescribed
  • Keeping scheduled appointments or providing adequate notice of cancellation
  • Paying for services in accordance with these Terms
  • Treating staff and other patients with respect and courtesy
  • Informing us of any adverse reactions or complications

7. Website Terms of Use

7.1 Acceptable Use

  • Our website is for lawful purposes only
  • You may not use the website to transmit harmful or malicious content
  • Attempts to gain unauthorized access to our systems are prohibited
  • You must not interfere with the proper functioning of the website

7.2 Intellectual Property

  • All content on our website is owned by Klinik Rafa or licensed to us
  • You may not reproduce, distribute, or modify website content without permission
  • Trademarks and logos are the property of their respective owners
  • Patient-generated content may be used for testimonials with your consent

7.3 Third-Party Links

  • Our website may contain links to third-party websites
  • We are not responsible for the content or privacy practices of external sites
  • Third-party services (like Zoom) are subject to their own terms and conditions

8. Privacy and Confidentiality

8.1 Medical Privacy

  • We maintain strict confidentiality of your medical information
  • Information is shared only as necessary for treatment, payment, and healthcare operations
  • Please refer to our Privacy Policy for detailed information about data handling
  • You may request restrictions on how your information is used or shared

8.2 Communication

  • We may contact you regarding appointments, treatment, and health-related matters
  • Marketing communications require your opt-in consent
  • You may unsubscribe from non-essential communications at any time

9. Limitation of Liability

9.1 Medical Treatment

  • We provide medical services in accordance with accepted medical standards
  • Medical treatment involves inherent risks that cannot be eliminated
  • We are not liable for outcomes beyond our reasonable control
  • Our liability is limited to the extent permitted by applicable law

9.2 Technical Services

  • We strive to maintain website and telemedicine system availability
  • We are not liable for technical failures beyond our reasonable control
  • Service interruptions may occur for maintenance or unforeseen circumstances
  • Data backup and security measures are implemented but cannot guarantee against all risks

10. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters, pandemics, or public health emergencies
  • Government actions, regulations, or restrictions
  • Technical failures of third-party services
  • Labor disputes or supply chain disruptions

11. Governing Law and Dispute Resolution

11.1 Governing Law

These Terms are governed by the laws of Malaysia and the regulations applicable to healthcare providers in [State/Territory].

11.2 Dispute Resolution

  • Disputes should first be addressed through direct communication with our clinic
  • Mediation may be pursued for unresolved disputes
  • Legal proceedings must be initiated within [2 years] of the disputed event
  • Complaints may also be filed with relevant healthcare regulatory bodies

12. Modifications and Updates

12.1 Changes to Terms

  • We may update these Terms from time to time
  • Changes will be posted on our website with the effective date
  • Significant changes will be communicated via email or during your next visit
  • Continued use of our services constitutes acceptance of updated Terms

12.2 Individual Agreements

  • Specific treatment agreements may supplement these Terms
  • Individual agreements take precedence over conflicting provisions in these Terms
  • Consent forms for specific procedures remain in effect according to their terms

13. Severability and Waiver

  • If any provision of these Terms is found invalid, the remaining provisions remain in effect
  • Our failure to enforce any provision does not constitute a waiver of that provision
  • Waivers must be in writing to be effective

14. Contact Information

For questions about these Terms and Conditions, please contact us:

Klinik Rafa Address: [Insert Clinic Address] Phone: [Insert Phone Number] Email: [Insert Email Address] Website: [Insert Website URL]

Business Hours: [Insert Hours]

For medical emergencies, please call [Emergency Number] or go to the nearest emergency room.


By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.

Effective Date: [Insert Date]