Non-Emergency Ambulance

These terms apply to non-emergency ambulance transportation booked through the Mobilicare website or mobile application. Mobilicare is operated by Jom Makcik Sdn. Bhd. and may connect users with independent ambulance service providers.

By confirming a booking, the user accepts these terms and confirms that all information provided is complete and accurate.

Non-emergency ambulance transportation is intended for medically stable patients who require organised transportation, a stretcher, wheelchair assistance, basic monitoring or trained support during a scheduled journey.

The service may be used for:

This service is not intended for a patient experiencing a life-threatening or rapidly deteriorating condition. In an emergency, users must call 999 immediately.

The person making the booking must provide accurate information concerning the patient’s:

The provider may assess the patient before transportation. A booking may be refused, delayed or upgraded to a higher level of care if the selected service is unsuitable for the patient’s condition.

Where necessary, the provider may request a medical referral, transfer note, fit-to-travel confirmation or other supporting information.

Bookings may be submitted at any time, subject to ambulance, personnel and location availability.

The full estimated service charge must be paid when the booking is confirmed. The booking is not secured until payment is successful and confirmation has been issued.

Additional charges may apply for waiting time, extended duration, tolls, parking, extra personnel, specialised equipment, oxygen use, changes of destination or services not included in the original booking. Additional charges will be itemised after completion.

Users may cancel through the Mobilicare website or app. Suggested cancellation terms are:

If Mobilicare or the provider cancels, the user may choose a replacement provider, reschedule or receive a refund of eligible charges.

Fees may be waived or reduced for a verified medical emergency, hospital admission or cancellation by a healthcare facility. Insurance premiums and third-party charges may have separate refund conditions.

The user must ensure that the patient is ready at the scheduled time and that access to the pick-up location is safe.

The ambulance team may refuse to move the patient where doing so would create an unreasonable risk, including because of unsafe access, unsuitable equipment, incorrect patient information or insufficient personnel.

At the destination, the patient will be handed over to an authorised family member, caregiver or healthcare representative. Additional waiting charges may apply if the receiving party is unavailable.

The patient’s condition may change before or during transportation. The user must immediately inform the provider of any deterioration before pick-up.

If the patient becomes critically unwell during the journey, the ambulance team may take reasonable action based on its training, available equipment and approved procedures. This may include:

The original destination and arrival time cannot be guaranteed when an urgent medical situation arises.

Non-emergency ambulance transportation does not guarantee that a patient’s condition will remain stable or improve. Serious illness, injury, deterioration or death may occur because of the patient’s existing medical condition, natural disease progression or complications that are not caused by the transportation service.

Mobilicare and the provider will not be responsible solely because a patient deteriorates or dies during transportation where the event was not caused or contributed to by negligence, misconduct, equipment failure, failure to follow agreed procedures or another breach of legal duty by Mobilicare or the provider.

Nothing in these terms excludes or limits liability for negligence, gross negligence, wilful misconduct, fraud, breach of a mandatory legal duty or any liability that cannot lawfully be excluded.

If a patient dies or is suspected to have died during transportation, the ambulance team will:

Only an authorised medical practitioner or other legally authorised person may formally confirm or certify death. The provider will not transport the deceased to another location unless permitted and appropriately instructed by the relevant authority.

Any subsequent transportation or funeral-related arrangement is a separate service and may incur additional charges.

Traffic, severe weather, road closures, accidents, vehicle failure, facility delays and other events may affect pick-up or arrival times.

If an accident or breakdown occurs, the provider will prioritise patient safety, contact emergency support when required and, where reasonably possible, arrange a replacement vehicle or transfer.

Mobilicare and the provider will keep the user informed but do not guarantee exact journey times.

The patient or authorised caregiver is responsible for medication and personal belongings unless the provider expressly agrees to take custody of them.

Medication must be properly labelled and accompanied by appropriate instructions. Ambulance personnel will only administer medication when authorised, suitably qualified and permitted under the provider’s procedures.

Valuable items should not accompany the patient. Mobilicare and the provider are not responsible for unrecorded belongings or losses not caused by their negligence.

A caregiver or family member may accompany the patient where seating, safety requirements and provider policy permit. All accompanying persons must follow the ambulance team’s safety instructions.

Children and adults requiring supervision must be accompanied by an authorised responsible person unless another arrangement has been confirmed.

Optional service insurance may be offered during booking. Coverage, exclusions, claim limits and supporting-document requirements are governed by the insurer’s policy.

Purchasing insurance does not replace the user’s obligation to provide accurate medical information or follow safety instructions.

Authorised users may track the journey and communicate through Mobilicare’s internal messaging system. Tracking may be interrupted by connectivity, device or system limitations.

Patient information and journey updates will only be shared with authorised persons, except where disclosure is required for treatment, safety or compliance with the law.

Any concern involving patient care, injury, loss, damage, delay or staff conduct should be reported as soon as possible through Mobilicare’s customer-support channel.

The user should provide the booking reference, relevant medical or transfer documents and any supporting evidence. Mobilicare and the provider may preserve and review journey records, messages, tracking information and incident reports.

These terms are governed by the laws of Malaysia. Nothing in them removes any consumer right, patient right or legal remedy that cannot lawfully be excluded or restricted.