Booking Protection Terms

Booking Protection is our commitment that if a clinic you booked through BookAClinic breaks one of the seven Certified Standards, you get back what you paid for the affected treatment, up to RM10,000 per eligible booking.

Booking Protection is free for patients. Nothing is added to the clinic's price when you book through us, and nothing is ever deducted from a refund or payout owed to you. Booking through BookAClinic does not increase the price of your treatment.

Eligible Booking

An appointment arranged for you by BookAClinic at a verified clinic, for which a Protection Confirmation was issued before your visit.

Protection Confirmation

The written WhatsApp message we send you before your visit confirming that Booking Protection is active, with your booking reference, treatment, clinic, and cover amount.

Certified Standards

The seven promises every verified clinic commits to: real registration, licensed doctor, procedure-matched credential, genuine products, quoted-price honoured, no pressure selling, booking honoured.

Affected Treatment

The specific treatment on your booking that is the subject of a breach. Cover is calculated on what you paid for that treatment, not the whole visit.

Claim Window

The 14 calendar days after your visit during which you must raise a claim with us.

We / us / BookAClinic

Replyr Sdn. Bhd. (1663859-K / 202601001762), operator of BookAClinic.

You are covered by Booking Protection when all three of these are true:

1. You booked your appointment through BookAClinic.
2. You received our written Protection Confirmation on WhatsApp before the visit.
3. You raise your claim within the Claim Window (14 days of your visit).

A Protected Claim is a claim that one of the seven Certified Standards was not met on an Eligible Booking. Booking Protection responds to standards, not to outcomes.

Every claim must identify which of the seven standards you believe was not met. A claim that does not point to a standard cannot be assessed under these terms, though we will still help you raise it with the clinic. A complaint that does not identify a specific Certified Standard is closed without payment.

You can claim under Booking Protection if any of the following happened:

• The clinic was not validly registered with the Ministry of Health at the time of your visit.
• The doctor was not registered to practise in Malaysia, or their practising certificate had expired.
• The doctor performing your treatment, or the doctor directly supervising it on site, did not hold a valid procedure-matched LCP for the treatment you received.
• A procedure that legally requires a doctor was performed without one.
• A counterfeit, expired, or unregistered product or device was used on you.
• You were charged outside the quoted range without agreeing in writing beforehand.
• Treatment went ahead without your final price being confirmed with you first. Your final price is confirmed after the doctor sees you and before treatment begins.
• You were pushed with a "pay today or lose the price" tactic outside a published promotion.
• You asked for a written quote above RM1,000 and were refused, or the quote was not honoured within 3 days.
• Your booked treatment was refused without the doctor explaining why.
• You were charged beyond a pre-disclosed consultation fee when a booked treatment was refused.

Where a claim succeeds, you receive a refund of what you actually paid for the Affected Treatment, up to a maximum of RM10,000 per eligible booking.

The cap is per booking, not per claim item. Cover does not extend to consequential costs such as travel, accommodation, lost income, or the price of any corrective treatment undertaken elsewhere.

• Dissatisfaction with results where the care itself was proper.
• Normal variation in how treatments turn out from person to person.
• Complications that can occur even when care was correct and standards were met.
• A change of mind, or regret about a treatment you agreed to.
• Dissatisfaction with waiting time, staff manner, or the clinic's premises.
• Not disclosing relevant medical history, or not following aftercare instructions.
• A complaint that does not identify which of the seven standards was not met.
• The doctor's clinical judgment not to treat, where explained and no unauthorised charges applied.
• Bookings not made through BookAClinic (walk-ins and direct bookings).
• Visits that proceeded without a Protection Confirmation.
• Claims raised more than 14 days after your visit.
• Claims where you do not provide your receipt or the evidence we request.
• Amounts above the RM10,000 per-eligible-booking cap.
• Fraudulent or bad-faith claims, which we may report to the relevant authorities.

Message us on WhatsApp at +60 10-334 5578 within 14 days of your visit. Include:

• Your booking reference (from your Protection Confirmation).
• A short account of what happened.
• Your payment receipt from the clinic.

Claiming is free. You do not need a lawyer, and you do not need to speak to the clinic first. We take it from there.

Step 1: Mediation (days 1 to 14).

We sit between you and the clinic in writing, neutrally, and gather the evidence. Where we find a Certified Standard was not met, the clinic refunds the full amount you paid for the Affected Treatment.

Step 2: Binding determination (from day 14).

If mediation does not resolve the matter within 14 days, we issue a binding determination on the evidence. If a Certified Standard was breached, the clinic must pay you directly within 7 days.

We decide both ways. If the evidence shows the clinic met its standards, we will tell you honestly that no protection applies and why.

If a Certified Standard was breached and the clinic does not pay within the 7-day window, we pay you directly, up to RM10,000 per eligible booking, and recover the sum from the clinic. Recovery is our matter, not yours, and never touches your payout.

A clinic that reaches this point loses its dispute-free status on BookAClinic and can be suspended or delisted from the platform.

• Honest and complete information about what happened.
• Your Protection Confirmation and the clinic's payment receipt.
• Reasonable cooperation with mediation, including replying to our questions in a timely way.
• No duplicate recovery. If you have already been refunded by the clinic, insurer, or bank for the same amount, we cannot pay it a second time.

The patient must show that a standard was not met.

You must tell us which of the seven standards you say was missed, and provide reasonable supporting evidence, including your payment receipt and our written booking confirmation. An assertion on its own is not evidence. If you do not provide the evidence we request within 7 days, the claim is closed.

The clinic must produce its records.

On our request, the clinic must provide, within 7 days, its treatment records for your visit and, where the claim concerns a product or device, the batch or lot number used, its purchase invoice from the authorised Malaysian distributor, and evidence of MDA or NPRA registration.

How we decide.

Where the clinic produces those records and they are in order, we determine that the standard was met, close the claim, and tell you so in writing. Where the clinic cannot produce them, that failure is itself a breach of the relevant standard. We decide on the evidence against the seven standards, not on who complains loudest.

A claim that a product or device was not genuine is decided on documentation, not on assertion, appearance, how a treatment felt, or how it turned out. We do not accept a patient's belief, a third party's opinion, or social media commentary as proof that a product was counterfeit. We check the clinic's batch or lot records, its purchase invoice from the authorised Malaysian distributor, and the product's MDA or NPRA registration. Where that documentation is complete and consistent with your treatment record, no breach of Standard 4 is established. Where the clinic cannot produce it, we treat Standard 4 as breached.

We handle your personal data in accordance with the Personal Data Protection Act 2010 (PDPA). Information you send us to raise a claim is shared with the clinic only as needed to resolve the claim, and is never sold to any third party. The clinic remains responsible for your clinical records.

We may update these terms from time to time. The version in force on the date your Protection Confirmation was sent is the version that applies to that booking. Any changes we make will never reduce the protection on a booking that has already been confirmed.

These terms are governed by the laws of Malaysia. If any part of them is found unenforceable, the rest continues to apply. Your statutory rights are preserved. These terms cover Booking Protection only, and do not replace the clinic's own obligations to you as a patient.

• Up to RM10,000 per eligible booking.
• One Protected Claim per booking.
• Protection covers only the amount you actually paid for the affected treatment, evidenced by your receipt.
• We may decline claims we determine to be bad-faith, vexatious, duplicated or unsubstantiated, and may withdraw access to the Protection from anyone who makes them.
• Our determination is final and binding, and by using the Protection you agree not to bring a claim against BookAClinic arising from the mediation process or its outcome.

We do not publicly shame clinics. Where a claim reaches the payout stage, the only consequences are factual platform statuses: the dispute-free indicator is removed, and verification may be suspended or revoked. We do not publish findings about individual clinics beyond those statuses.

Personal data in a claim is handled under the Personal Data Protection Act 2010 and our Privacy Policy, and is shared with the clinic only as needed to resolve the claim.

• WhatsApp: +60 10-334 5578
• Email: michael@replyr.ai · dylan@replyr.ai
• Replyr Sdn. Bhd., Kuala Lumpur, Malaysia