Refund Policy

This Refund Policy explains how refund requests, product returns, exchanges, and order cancellations are handled by AG MED SDN BHD, operating under the brand QURUS by Dr G, for product purchases, appointment bookings, consultations, follow-up appointments, treatment-related deposits, and selected healthcare-related payment services.

By making a payment through our website, app, payment link, or any approved payment channel, you acknowledge that you have read and understood this Refund Policy.

1. General Policy

All payments are collected for legitimate product purchases and healthcare-related services, including product orders, consultation bookings, appointment reservations, follow-up appointments, booking deposits, and treatment-related deposits.

Refunds are not automatically guaranteed. Each refund request will be reviewed on a case-by-case basis, depending on the payment type, order status, product condition, appointment status, service status, hospital or clinic arrangement, and administrative or third-party costs involved.

2. Consultation and Appointment Payments

Payments made for confirmed consultation bookings or follow-up appointments may be eligible for rescheduling, subject to availability and prior notice.

If a patient is unable to attend an appointment, the patient should contact our support team as early as possible. Refund or rescheduling eligibility will depend on the appointment status and whether the service has already been arranged or provided.

3. Booking Deposits and Treatment Deposits

Deposits paid for treatment booking, procedure arrangement, hospital coordination, or selected healthcare-related services may be used to reserve a slot, secure administrative processing, or confirm patient commitment.

Deposit refunds may be limited or not applicable once arrangements have been made, documents have been processed, hospital or clinic slots have been reserved, or services have already started.

4. Product Orders, Cancellations, Returns and Exchanges

Customers may request an order cancellation before the order has been processed, packed, or dispatched. Once processing, packing, or delivery arrangements have started, cancellation is not guaranteed and will be reviewed on a case-by-case basis.

A return, replacement, exchange, or refund may be considered in the following situations:

• The wrong product was delivered.
• The product arrived damaged, defective, or materially different from the product ordered.
• An item was missing from the delivered order.
• A duplicate payment was made for the same order.

Any product-related issue should be reported within seven (7) calendar days from the delivery date. Customers must provide the order reference, proof of payment, and clear photographs or videos showing the product, packaging, delivery label, and reported issue.

Returned products must remain unused, unopened, and in their original packaging with all labels, accessories, and complimentary items included. For health, hygiene, personal-care, or consumable products, items that have been opened, used, tampered with, or have a broken safety seal are generally not eligible for return unless the item was defective, damaged on arrival, or incorrectly supplied.

Returns or refunds are generally not provided for change of mind, incorrect product selection by the customer, failure to follow product instructions, or damage caused after delivery. If the return is caused by our error or an approved product defect, reasonable return delivery costs may be covered by us. Otherwise, return delivery costs may be borne by the customer.

Approved product refunds will normally be processed only after the returned item has been received and inspected, unless our team confirms that a return is not required. Any replacement or exchange remains subject to stock availability.

5. Non-Refundable Situations

Refunds may not be applicable in the following situations:

• The patient did not attend the appointment without prior notice.
• The consultation, appointment, or service has already been completed.
• The patient provided incorrect or incomplete information during booking.
• The patient changed their mind after confirmation and after administrative work has begun.
• The payment was made for a confirmed booking deposit that has already been used to secure an appointment, hospital slot, or related arrangement.
• The refund request is made outside the reasonable review period or without valid supporting information.

6. Eligible Refund Situations

A refund may be considered in the following situations:

• Duplicate payment was made for the same booking.
• Payment was successful but the booking could not be processed due to a system or administrative issue.
• The appointment or service was cancelled by our team or the relevant service provider.
• The patient made a wrong payment and contacted us promptly before the service was arranged.
• Other valid cases approved after internal review.

7. Refund Request Process

To request a refund, return, exchange, or order cancellation, customers or patients must contact our support team with the following details:

• Full name
• Contact number
• Email address
• Order, appointment, or booking reference number
• Payment receipt or transaction reference
• Reason for the refund, return, exchange, or cancellation request

Incomplete requests may take longer to process or may not be reviewed until the required information and supporting evidence are provided.

8. Refund Processing Time

Approved refunds may take several working days to process, depending on the payment gateway, bank processing time, card issuer, and payment method used.

Refund processing timelines may vary for local Malaysian payments and international card payments. Any bank charges, currency conversion differences, or payment gateway charges may be subject to the terms of the relevant payment provider or bank.

9. Payment Gateway and Bank Charges

Where applicable, payment gateway fees, bank charges, administrative fees, foreign exchange differences, or other third-party charges may not be refundable. The final refundable amount may differ from the original paid amount depending on the case and the payment provider’s policy.

10. Rescheduling Instead of Refund

Where possible, patients may be offered the option to reschedule their appointment instead of receiving a refund. Rescheduling is subject to doctor, clinic, hospital, and appointment slot availability.

11. Medical Disclaimer

Payments made through our platform are related to appointment booking, consultation booking, booking deposits, or selected healthcare-related services. They do not guarantee a specific medical outcome, diagnosis, treatment result, or surgical eligibility.

Final medical advice, treatment recommendations, and suitability for procedures are subject to proper consultation and assessment by qualified healthcare professionals.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. Any updated version will be published on this page with the latest updated date. Continued use of our website or services after updates means you acknowledge the revised Refund Policy.

13. Contact Us

For refund enquiries or payment-related support, please contact us: