Refund & Returns Policy

Consultation fees

• Initial consultation: RM40 · Follow-up: RM20 (as displayed at booking).
• Once a consultation has taken place, the consult fee is generally non-refundable.
• If we cancel your slot due to doctor unavailability, you may reschedule or receive a full refund of the consult fee.
• If payment was verified but you cancel before the consultation with reasonable notice, contact us — refunds are assessed case by case.

Payment errors & duplicates

• Duplicate transfers or incorrect amounts: email healthengine.my@gmail.com with your receipt within 7 days.
• Verified overpayments may be refunded via bank transfer to the original account.
• Unverified payments without a completed booking may be refunded minus any bank charges where applicable.

Prescribed medication

• Medication is dispensed only after a completed consultation and clinical assessment.
• Prices are quoted before you confirm — medication is not shipped without your agreement.
• Prescription medicines cannot be returned once dispatched, except where required by law or if damaged/defective on arrival.
• If medication has not yet left the pharmacy/dispatch process, cancellation may be possible — contact us immediately.

Delivery & shipping

• Courier within Klang Valley (KV): RM0 delivery fee where stated.
• Outside Klang Valley: RM50 delivery fee applies.
• Estimated delivery: 2–5 working days within Malaysia after prescription processing.
• Ensure your delivery address and phone number are correct at booking — redelivery fees may apply for failed delivery due to incorrect details.

Damaged or wrong items

• Report damaged packaging or incorrect medication within 48 hours of delivery with photos.
• We will investigate with the courier and pharmacy partner.
• Approved cases may receive replacement or refund for the medication cost only.

Non-refundable items

• Completed consultation services.
• Opened or used medication (health & safety regulations).
• Delivery fees for successfully completed deliveries.
• Third-party lab or investigation fees arranged outside our platform.

How to request a refund

Email healthengine.my@gmail.com with your full name, booking reference, payment receipt, and reason for the request. We respond during clinic hours (Sat–Sun, 10am–9pm MYT). Approved refunds are processed within 7–14 working days via bank transfer.