Overview

This policy explains when ACG Healthcare Group Sdn. Bhd. will issue refunds of OneCare Membership Fees, how to request one, and how long processing takes. It applies to Direct Members (individual subscribers) and Corporate Members (employer-sponsored enrolments). It does not govern clinical fees, pharmacy charges, or laboratory services.

When You May Receive a Refund

ACG-initiated termination (no fault of yours) If ACG discontinues or terminates your membership for reasons unrelated to your breach — such as programme restructuring or regulatory changes — you are entitled to a full pro-rata refund of the unexpired pre-paid Membership Fee. Processed within 14 calendar days of the termination date.

Erroneous or duplicate billing If ACG charges you incorrectly or twice for the same period, notify us within 60 calendar days of the transaction. Once confirmed, a full refund of the overcharged amount is issued within 7 calendar days of ACG's written acknowledgement.

Material service failure Where ACG experiences a sustained service failure — such as platform downtime exceeding 72 consecutive hours or withdrawal of a core benefit without notice — you may submit a refund request. ACG will issue either a pro-rata refund or an equivalent service credit at its discretion. Scheduled maintenance periods notified in advance do not qualify. Resolved within 14 calendar days.

Corporate / employer-sponsored cancellation Upon confirmed cancellation of an ACVEST corporate arrangement, ACG reimburses the employer for the pro-rata value of pre-paid fees for each enrolled employee's unexpired subscription period. Refunds are made to the employer, not to individual employees. Processed within 14 calendar days.

When No Refund Will Be Issued

• You cancel your membership voluntarily before your paid term ends

• Your access is terminated due to your breach of the Terms of Use

• You did not utilise any or all membership benefits during a paid period

• The request relates to clinical fees, pharmacy charges, or laboratory tests

• You notify ACG more than 60 calendar days after the charge in question

• Fees were paid by a third-party insurer or government-subsidised scheme

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Member-Initiated Cancellation

You may cancel at any time via the aiCARE app under Manage Membership, or by contacting ask@acg.healthcare or +607-330005. Upon cancellation, your benefits remain active until the end of your current paid term. Automatic renewal will cease. No partial or pro-rata refund will be issued for the remaining period.

How to Submit a Refund Request

1. Email ask@acg.healthcare with the subject line: "OneCare Refund Request — [Your Full Name / Company Name]"

2. Include your registered name, NRIC or company registration number, aiCARE User ID, transaction reference and date, and the reason for your request

3. ACG will acknowledge within 3 business days

4. A written determination will be issued within 14 calendar days of acknowledgement

5. Approved refunds are credited to the original payment method used at the time of charge

   
   

Disputes and Escalation

If dissatisfied with ACG's determination, you may escalate as follows:

1. Internal escalation — Email ask@acg.healthcare marked "Formal Complaint — Refund Dispute". Response within 14 calendar days.

2. Mediation — Either party may refer to the Malaysian Mediation Centre under the Mediation Act 2012, conducted in Johor Bahru or by video conference.

3. Tribunal / Courts — You may lodge a claim with the Tribunal Tuntutan Pengguna Malaysia (Consumer Claims Tribunal) for disputes not exceeding RM50,000, or refer the matter to the courts of Johor Bahru, Johor.

Contact

Customer Care — OneCare Membership Email: ask@acg.healthcare | Tel: +607-330005 Mon – Fri, 9am – 5pm MYT | www.acg.healthcare/onecare

This Refund Policy forms part of ACG Healthcare's consumer legal framework and must be read alongside the Website & Digital Services Terms of Use and the Medical Terms of Service, available at www.acg.healthcare. Nothing in this Policy limits any right conferred by the Consumer Protection Act 1999 or the Private Healthcare Facilities and Services Act 1998 that cannot lawfully be excluded.

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