Terms & Conditions

Users may cancel a confirmed booking through the Mobilicare website or mobile app. Any applicable refund or cancellation fee will be displayed before the cancellation is confirmed.

If Mobilicare or the assigned driver cancels the booking, the user may choose a replacement driver, reschedule the journey or receive a full refund.

Refunds will be returned to the original payment method and may take several business days to appear, depending on the payment provider. Optional insurance or third-party fees may be subject to separate refund conditions.

Cancellation charges may be waived in exceptional circumstances, including a medical emergency, hospital admission or other verified event. Supporting documents may be requested.

Mobilicare will inform the user of all applicable charges before the cancellation is finalised. By confirming a booking, the user acknowledges and accepts these cancellation terms.

Users may cancel a confirmed Medical Concierge booking through the Mobilicare website or mobile app. Any applicable fee will be displayed before the cancellation is confirmed.

If Mobilicare or the assigned concierge cancels the booking, the user may select a replacement concierge, reschedule the service or request a full refund.

If a medical appointment is cancelled or rescheduled by the healthcare provider, users should notify Mobilicare as soon as possible. Mobilicare may waive or reduce the cancellation fee when reasonable supporting information is provided.

Cancellation charges may also be waived in exceptional circumstances, such as a medical emergency, hospital admission or another verified event. Supporting documents may be requested.

Approved refunds will be returned through the original payment method. Processing times will depend on the bank or payment provider. Optional insurance premiums and third-party charges may be subject to separate cancellation and refund conditions.

Any personal or medical information already provided will continue to be handled in accordance with Mobilicare’s privacy and data-protection practices. By confirming a booking, the user acknowledges and accepts these cancellation terms.

Users may cancel a confirmed Wheelchair Accessible Vehicle booking through the Mobilicare website or mobile app. Any applicable cancellation charge will be displayed before confirmation.

Users must provide accurate information about the wheelchair type, dimensions, weight, passenger requirements and preferred access system. If the journey cannot proceed safely because the information provided was incomplete or inaccurate, the booking may be treated as a late cancellation.

If Mobilicare or the assigned provider cancels the booking, the user may choose a suitable replacement vehicle, reschedule the journey or receive a full refund.

Cancellation fees may be waived or reduced in exceptional circumstances, such as a medical emergency, hospital admission or cancellation by a healthcare provider. Supporting information may be requested.

Approved refunds will be returned to the original payment method. Processing times depend on the relevant bank or payment provider. Insurance premiums and third-party charges may be subject to separate refund conditions.

By confirming a WAV booking, the user acknowledges and accepts these cancellation terms.

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.

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.

These terms apply to mobility assistive devices purchased or rented through the Mobilicare website, mobile app or an authorised Mobilicare provider. By completing an order or rental booking, the user confirms that the information provided is accurate and accepts these terms.

Product images are for reference. Specifications, colours and accessories may vary according to the manufacturer or provider. Mobilicare will take reasonable steps to ensure that product descriptions, prices and availability are accurate.

Users are responsible for confirming that a device is appropriate for the intended user, environment and purpose. Products requiring individual measurements, postural support or specialised transfer assistance may require an assessment by a qualified healthcare or rehabilitation professional.

Mobilicare may refuse or cancel an order where a product is unavailable, incorrectly priced, unsuitable for the declared purpose or cannot be supplied safely. Any eligible payment will be refunded.

An order is confirmed after payment has been successfully processed and an order confirmation has been issued. Displaying a product on the platform does not guarantee availability.

The total price, including applicable delivery, installation and other charges, will be shown before checkout. Additional work not included in the original order requires the customer’s approval.

The customer must provide accurate delivery information and ensure that an authorised person is available to receive the product.

The product should be inspected upon delivery. Missing parts, visible damage or an incorrect item should be reported as soon as possible, together with the order number and supporting photographs.

Risk of loss or damage passes to the customer after the product has been delivered and accepted, except where otherwise required by law.

A request to return or exchange an unused standard product should be submitted within Mobilicare’s stated return period. The product must be returned in its original condition, with its packaging, accessories, manuals and proof of purchase.

Subject to applicable law, returns for change of mind may not be accepted for:

Delivery, collection, assessment and restocking charges may apply to a change-of-mind return. These restrictions do not remove any legal rights relating to defective, unsafe, misdescribed or non-compliant goods.

If a product is defective, unsafe, damaged before delivery or materially different from its description, the customer should stop using it and contact Mobilicare.

After assessment, the available remedy may include repair, replacement, refund or another remedy required under applicable law. Damage caused by misuse, unauthorised modification, unsuitable storage, normal wear and tear or failure to follow instructions may not qualify as a product defect.

Manufacturer or supplier warranty terms vary by product. Warranty coverage, duration and exclusions will be displayed or supplied with the product where applicable.

A warranty claim may require proof of purchase, photographs, serial numbers and inspection. Unauthorised repair or modification may affect the warranty, subject to applicable law.

The rental period begins and ends on the dates stated in the confirmed booking. Rental fees, deposits, delivery charges and collection charges will be displayed before payment.

The refundable deposit, if applicable, will be returned after the equipment has been collected and inspected, less any permitted deductions.

Mobilicare or the provider will record the equipment’s condition during handover. The user should inspect the equipment and immediately report any existing damage, missing components or operational concerns.

Acceptance of the equipment confirms that it was received in the recorded condition, except for defects that could not reasonably be identified during handover.

The renter must:

The renter must not exceed the stated weight, environmental or operational limits.

Mobilicare or the rental provider remains responsible for routine maintenance and defects arising from normal use.

If equipment develops a fault, the user must stop using it and contact Mobilicare. Where reasonably available, Mobilicare may arrange inspection, repair or replacement. The user must not arrange repairs independently unless written approval has been given.

The renter is responsible for keeping the equipment safe throughout the rental period. Loss, theft or damage must be reported immediately.

The renter may be charged the reasonable repair or replacement cost where loss or damage results from negligence, misuse, unauthorised modification, improper storage or failure to follow the supplied instructions.

No charge will apply for fair wear and tear or a verified equipment defect not caused by the renter. Mobilicare will provide an itemised explanation before deducting an amount from the deposit.

A police report may be required for stolen equipment.

Rental extensions must be requested before the agreed return date and are subject to availability and additional payment.

Late fees may apply if equipment is not ready for collection or returned by the agreed time. Continued failure to return rental equipment may result in recovery action and additional costs.

Cancellation fees depend on the notice provided and any delivery, preparation or assessment costs already incurred. The applicable charge will be displayed before cancellation is confirmed.

If Mobilicare cancels because suitable equipment is unavailable, the user may choose an alternative product, reschedule the rental or receive a refund of eligible charges.

Vehicle accessibility equipment requires an assessment before installation. The customer must provide accurate information about the vehicle, wheelchair, user requirements and intended use.

The final quotation will describe the approved equipment, installation work, price, estimated completion time and warranty. Additional work discovered during installation will require customer approval.

Deposits for custom equipment or special orders may become non-refundable after manufacturing, procurement or installation work begins, subject to applicable law.

Only approved providers may install, modify, inspect or repair the equipment. Unauthorised alterations may affect safety and warranty coverage.

The customer is responsible for obtaining any vehicle-owner, insurer or regulatory approval required for the modification. The completed installation must not be used until it has been inspected, demonstrated and formally handed over.

Mobilicare is not a substitute for a clinical assessment. The user remains responsible for using the selected device safely and following professional advice where required.

Mobilicare will not be responsible for injury or damage caused by misuse, exceeding equipment limits, ignoring safety instructions or unauthorised alteration, except where liability cannot legally be excluded.

Nothing in these terms limits a consumer right or remedy that cannot be excluded under Malaysian law.

Sales, rental, delivery, damage or refund concerns may be submitted through the Mobilicare website, app or customer-support channel. Users should include the order or booking number, product details and relevant supporting evidence.

Mobilicare will review the matter and communicate the available resolution within a reasonable period.

These terms apply to vehicle adaptation and modification services found or arranged through the Mobilicare platform, operated by Jom Makcik Sdn. Bhd. (“Jom Makcik”).

By requesting or purchasing a service, the vehicle owner agrees to these terms and to any separate quotation, warranty and service agreement issued by the selected modification company or garage (“Service Provider”).

Mobilicare is a platform that helps users identify and connect with independent companies and specialist garages providing vehicle adaptation and modification services.

Unless expressly stated otherwise, Jom Makcik:

A provider’s listing, verification, certification or completion of Mobilicare training does not replace statutory approval and does not constitute a guarantee of workmanship, continued compliance or suitability for a particular user or vehicle.

Services may include wheelchair ramps and lifts, transfer seats, wheelchair restraint systems, hand controls, steering aids, pedal modifications and other accessibility adaptations.

All work is subject to an assessment of:

The vehicle owner must:

The owner must not permit an unqualified person to alter or repair the installed equipment.

The Service Provider will assess the vehicle and intended user before recommending a modification.

The quotation should identify the equipment, installation work, price, expected completion period, warranty and any excluded work. Additional work or charges require the owner’s approval.

Custom-made or specially ordered equipment may require a non-refundable deposit once procurement, fabrication or installation has commenced, subject to applicable law.

The Service Provider is responsible for completing the installation using suitable components, competent personnel and applicable safety procedures.

At handover, the provider should:

The owner should inspect and test the modification with the provider before accepting the vehicle.

Jom Makcik strongly urges every vehicle owner to submit the modified vehicle for inspection and testing by PUSPAKOM or another inspection body authorised by JPJ, and to obtain any approval required by JPJ before using the modification on public roads.

Where applicable, the owner must:

A vehicle owner must not assume that the modification is road-legal merely because installation has been completed. Failure to obtain a required inspection or approval remains the vehicle owner’s responsibility.

Any fault, defect, unusual movement, warning indication or equipment failure must be reported immediately to the Service Provider. The equipment should not be used until it has been inspected and confirmed safe.

The Service Provider is responsible for investigating complaints concerning its equipment, parts, installation and workmanship. Subject to the provider’s warranty and applicable law, the remedy may include repair, replacement, refund or compensation.

The owner must preserve photographs, invoices, inspection reports, damaged parts and other relevant evidence when making a claim.

The selected Service Provider is responsible for the quality, safety and legality of the modification services it performs and for addressing claims arising from defective parts, faulty installation, poor workmanship, misrepresentation or failure to follow agreed specifications.

Any claim for repair, replacement, refund, property damage, personal injury or other compensation arising from the Service Provider’s work must be made directly against that Service Provider and, where applicable, its manufacturer, supplier or insurer.

Jom Makcik is not responsible for defects, faulty workmanship, equipment failure, vehicle damage, injury, loss or regulatory non-compliance caused by an independent Service Provider. Jom Makcik does not undertake to pay compensation on behalf of that provider.

However, nothing in these terms excludes responsibility arising directly from Jom Makcik’s own negligence, fraud, wilful misconduct, breach of a mandatory legal duty or any liability that cannot lawfully be excluded.

Warranty coverage is provided by the Service Provider, equipment supplier or manufacturer according to its written warranty terms.

Warranty protection may be affected by:

The owner is responsible for arranging periodic inspection, servicing and maintenance at the recommended intervals. Passing an initial inspection does not remove this continuing responsibility.

Hand controls, steering aids and pedal modifications must be individually assessed and tested. The driver must possess the appropriate driving licence and comply with any medical, competency, licence endorsement or vehicle approval requirements.

Installation of driver controls does not itself confirm that a person is medically or legally fit to drive.

Before using a modified vehicle, the owner should provide full details of the modification to the motor insurer and obtain written confirmation of continued coverage where appropriate.

Jom Makcik and the Service Provider are not responsible for an insurer’s refusal or reduction of a claim resulting from the owner’s failure to disclose a modification.

Complaints should first be submitted to the Service Provider using the contact details shown in the booking or invoice.

The owner may also report the matter to Mobilicare. Jom Makcik may assist with communication, review the provider’s platform status or preserve relevant booking records, but this does not make Jom Makcik responsible for resolving or paying the underlying claim.

Serious safety concerns may be reported to JPJ, PUSPAKOM, the relevant consumer authority or another competent authority.

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