Medical Logistics

These terms apply to all Standard Non-Critical and Priority/Critical Medical Logistics bookings made through Mobilicare. By confirming a booking, the user agrees to provide complete and accurate information and comply with all applicable safety, packaging and regulatory requirements.

Mobilicare may accept medication, medical documents, approved clinical specimens, medical devices, mobility equipment and healthcare supplies that fall within its authorised handling capabilities.

Mobilicare reserves the right to inspect, reject or stop transporting any item that is prohibited, hazardous, leaking, damaged, incorrectly labelled, inadequately packaged, insufficiently documented or different from the booking declaration.

Clinical specimens, infectious substances, controlled medicines, dangerous goods and temperature-sensitive items will only be accepted where Mobilicare and the assigned provider have the necessary capability and authorisation.

The user or sender must:

Unless packaging is expressly included in the booking, the sender remains responsible for determining and providing suitable packaging. Mobilicare may refuse an item that cannot be transported safely.

The item’s condition, seal, quantity and identifying details may be recorded at collection. Each transfer may require a signature, photograph, timestamp, verification code or electronic acknowledgement.

Users must not open, alter or replace sealed items after they have been accepted without creating a new collection record. Delivery will only be made to the named recipient or another person authorised through an approved verification process.

The user must declare the required temperature range before confirming the booking. Mobilicare will only accept the item after confirming that suitable equipment and monitoring are available.

Where monitoring is included, relevant temperature records may be provided. A temperature excursion does not automatically establish that an item remains suitable or has become unsuitable for use. The sender, manufacturer, pharmacist, laboratory or qualified healthcare professional must make that decision.

Tracking begins when the item is collected. Estimated collection and delivery times are not guaranteed unless expressly stated in the confirmed service order.

Delivery is completed when the authorised recipient accepts the item and proof of delivery is recorded. If the recipient is unavailable, Mobilicare will contact the user for instructions. Additional waiting, return or redelivery charges may apply.

If an item is damaged, leaking, opened, contaminated or otherwise compromised during transportation, Mobilicare will:

A compromised medical item must not be used until its safety and suitability have been confirmed by an appropriately qualified person.

Where an investigation establishes that physical damage resulted directly from Mobilicare’s or its provider’s failure to follow the confirmed handling instructions, the claim will be assessed under the liability, claims and insurance provisions below.

If the assigned vehicle is involved in an accident or another emergency:

Mobilicare will not continue delivering an item that may be unsafe or clinically compromised merely to meet the original delivery time.

Delays may occur because of traffic, accidents, severe weather, road closures, facility access restrictions, regulatory inspections or other circumstances beyond reasonable control.

Mobilicare will provide updates and take reasonable steps to complete the delivery. If the expected delay may affect a time-sensitive or temperature-controlled item, the sender will be contacted for further instructions.

Mobilicare does not determine whether delayed medication, specimens or medical supplies remain clinically suitable for use.

The estimated fee is charged at the beginning of the service. Additional charges may apply for waiting time, parking, tolls, redelivery, return transport, specialised equipment, extended duration, emergency handling or an authorised change of destination.

These charges will be itemised in the final service summary.

Users may purchase optional delivery insurance, where available. Coverage, exclusions, excess, declared-value limits and claim requirements are governed by the insurer’s policy.

Items exceeding the standard liability limit must be declared before booking. Mobilicare may require additional insurance or decline the item. Failure to declare the correct value or nature of an item may invalidate or reduce a claim.

Subject to applicable law, Mobilicare’s liability for direct physical loss of or damage to an accepted item will be limited to the lower of:

Mobilicare will not be responsible for damage or loss caused by inadequate packaging, incorrect declarations, inherent defects, natural deterioration, expired items, manufacturer defects, incorrect handling instructions, recipient unavailability or circumstances beyond reasonable control.

Mobilicare does not accept responsibility for clinical decisions or indirect losses arising from delayed, damaged or unavailable medical items, except where liability cannot lawfully be excluded. Nothing in these terms excludes liability arising from fraud, wilful misconduct, gross negligence or any liability that cannot be limited under applicable law.

Visible damage, leakage, tampering, missing items or temperature concerns should be reported immediately upon delivery. A formal claim should be submitted through the app or website as soon as possible, together with:

The item and packaging must be retained until the investigation is completed unless disposal is required for safety or directed by an authorised party.

Cancellation charges depend on the delivery category, notice period, provider preparation and costs already incurred. Priority or critical bookings may become non-refundable once specialised equipment has been prepared or the provider has begun travelling.

If Mobilicare cancels because a suitable provider is unavailable, the user may reschedule, select an alternative service or receive a refund of eligible service charges.

Mobilicare may retain booking information, custody records, delivery evidence, communications and incident reports for operational, safety, claims and legal purposes.

Personal, medical and delivery information will only be shared with authorised parties or disclosed where required by law. Users must ensure that they have authority to provide the recipient’s information and any related medical details.

All bookings remain subject to applicable Malaysian laws, healthcare requirements and transport regulations. Where these terms conflict with a mandatory legal or regulatory requirement, that requirement will take precedence.

Mobilicare may introduce additional conditions for particular items, healthcare organisations, delivery routes or handling categories.