Terms & Conditions

TERMS & CONDITIONS

RRENOVA Wellness
Business Type: Sole Proprietorship (Enterprise)
SSM Registration No.: 202603131656 (AS0515297-X)
Effective Date: 3 November 2026
Website: https://rrenova.co

1. Introduction

Welcome to RRéNOVA Wellness.

These Terms & Conditions govern the use of our website, customer portal, membership services, programme purchases, bookings and related services.

By accessing our platform, registering as a member or purchasing a programme, you agree to these Terms & Conditions.

2. About RRéNOVA Wellness

RRéNOVA Wellness is a Malaysian-registered sole proprietorship providing wellness concierge, customer support and healthcare service coordination.

Our business focuses on:

  1. Regenerative & Longevity

  2. Preventive Wellness

  3. Aesthetic & Beauty

  4. Medical Tourism

RRéNOVA Wellness is not a licensed medical clinic and does not independently provide medical diagnoses, prescriptions or clinical procedures.

All medical assessments, treatment decisions and clinical procedures are the responsibility of the respective qualified healthcare professionals and licensed healthcare facilities.

3. Customer Responsibilities

Customers agree to:

  • Provide accurate personal and contact information.

  • Make payments through authorised payment channels.

  • Attend confirmed appointments or provide appropriate cancellation notice.

  • Disclose relevant medical information directly to their treating healthcare professional.

  • Follow instructions issued by the relevant healthcare provider.

  • Use our website and customer portal lawfully.

  • Maintain the confidentiality of their account credentials.

4. Programme Availability

RRéNOVA Wellness may facilitate wellness-related programmes, including preventive wellness, longevity, aesthetic and healthcare coordination services.

All programmes are subject to:

  • Availability at participating partner clinics.

  • Applicable regulatory and legal requirements.

  • Professional medical assessment where required.

  • Clinical suitability and informed consent.

  • Any programme-specific conditions disclosed before purchase.

Purchase of a programme does not guarantee that a particular clinical treatment will be medically suitable or performed.

5. Medical Disclaimer

Information provided through our website, marketing materials and customer service channels is intended for general educational and service coordination purposes.

It does not replace personalised medical advice, diagnosis or treatment.

All clinical procedures must be evaluated and performed by appropriately qualified healthcare professionals.

Treatment outcomes may vary, and no particular clinical result is guaranteed.

6. Pricing and Payment Terms

6.1 Currency and Pricing

All prices are displayed in Malaysian Ringgit (MYR), unless otherwise specified.

Applicable taxes and additional charges will be disclosed where required.

6.2 Payment Collection

Customers purchasing programmes through RRéNOVA Wellness will make payment directly to RRéNOVA Wellness through CommercePay or other approved payment methods.

RRéNOVA Wellness is the payment-collecting merchant for these transactions.

Clinical services included in the purchased programme will be coordinated with the relevant independent partner clinic.

6.3 Payment Confirmation

Upon successful payment, customers will receive an electronic payment confirmation or receipt.

A payment confirmation does not necessarily constitute confirmation of a specific appointment date or clinical eligibility.

6.4 Additional Charges

Any additional consultation, assessment or treatment charges not included in the purchased programme must be disclosed and agreed upon before they are incurred.

7. REFUND POLICY

7.1 Refund Eligibility

Refund requests may be considered in circumstances including:

  • Duplicate or incorrect payment.

  • Payment made for a programme that cannot be provided.

  • Cancellation of a programme by RRéNOVA Wellness or the partner clinic without an acceptable alternative.

  • Medical unsuitability identified before the purchased treatment is performed.

  • Other circumstances where a refund or remedy is required by applicable law.

7.2 Unused Programme Packages

Customers may request a refund for unused prepaid programme sessions.

Refunds will be assessed according to the applicable programme terms, services already delivered and any lawful, reasonable and previously disclosed third-party costs.

Any proposed deduction will be explained to the customer before processing the refund.

7.3 Partially Utilised Packages

For partially utilised packages, any refund will be calculated according to the agreed package terms, taking into account sessions already completed and any lawful deductions.

Where package discounts are subject to minimum purchase or utilisation conditions, those conditions must have been clearly disclosed before purchase.

7.4 Completed Services

Services that have already been fully delivered are generally not refundable solely because a customer changes their mind.

This provision does not restrict statutory consumer rights or remedies relating to defective, misrepresented or improperly delivered services.

7.5 Medical Unsuitability

If a qualified healthcare professional determines that a customer is unsuitable for a purchased treatment before the treatment is performed, RRéNOVA Wellness will coordinate an appropriate alternative or a refund for the undelivered service, subject to applicable law and any validly disclosed assessment charges.

7.6 Refund Request Procedure

Customers should email:

sales.info@rrenova.co

Please include:

  • Customer name.

  • Payment or booking reference number.

  • Programme purchased.

  • Transaction date.

  • Reason for refund request.

We aim to acknowledge refund requests within three business days.

Approved refunds will generally be initiated within 7–14 business days after approval.

The time taken for the refunded amount to appear in the customer's account depends on the bank or payment provider.

Refunds will ordinarily be made to the original payment method.

7.7 Non-Refundable Charges

Where legally permitted and clearly disclosed before purchase, completed services, consumed sessions and reasonable non-recoverable third-party charges may be non-refundable.

Nothing in this policy excludes rights or remedies that cannot lawfully be excluded.

8. CANCELLATION AND RESCHEDULING POLICY

8.1 Appointment Cancellation

Customers should submit appointment cancellation or rescheduling requests at least 48 hours before the scheduled appointment.

Requests may be submitted through:

Email: sales.info@rrenova.co
Phone / WhatsApp: +60102493466

8.2 Rescheduling

Appointments may be rescheduled subject to partner clinic availability and any applicable programme conditions.

We will make reasonable efforts to accommodate the customer's preferred alternative date.

8.3 Late Cancellation

Cancellation requests received less than 48 hours before an appointment may be subject to reasonable and previously disclosed cancellation charges, where legally permitted.

Any applicable charge will depend on the circumstances and the relevant service arrangements.

8.4 Failure to Attend

Customers who fail to attend a confirmed appointment without notice may be subject to a reasonable no-show charge where such a charge was clearly disclosed and agreed upon before booking.

8.5 Cancellation by RRéNOVA or Partner Clinics

If an appointment is cancelled by RRéNOVA Wellness or a partner clinic, customers will be offered a suitable alternative appointment or a refund for the undelivered service, as applicable.

8.6 Membership Cancellation

For membership or subscription programmes, cancellation procedures, renewal arrangements and any applicable notice periods will be disclosed before purchase.

Cancellation of recurring subscriptions will stop future charges according to the agreed subscription terms.

Unused prepaid membership benefits will be handled according to the relevant membership terms and applicable law.

9. SERVICE / DELIVERY POLICY

9.1 Nature of Services

RRéNOVA Wellness primarily provides wellness programme coordination, membership services, booking assistance and access to independent partner healthcare providers.

Clinical services are delivered at the respective participating healthcare facilities.

9.2 Booking Confirmation

Following successful payment:

  1. The customer receives an electronic payment confirmation.

  2. RRéNOVA Wellness coordinates the requested appointment.

  3. The relevant partner clinic confirms availability.

  4. Appointment details are communicated to the customer.

We aim to respond to booking requests within one to two business days during normal operating hours.

9.3 Service Delivery Locations

Wellness and clinical services may be delivered through participating partner clinics in Malaysia or other locations specifically arranged under medical tourism programmes.

The relevant service location will be communicated before the appointment.

9.4 Delivery Timeframes

The actual service date depends on appointment availability, programme requirements and any necessary medical assessment.

Digital confirmations, receipts and membership-related information will generally be delivered electronically.

9.5 Service Charges

Any additional charges for consultation, assessment, transportation, delivery or other services will be disclosed before confirmation where applicable.

9.6 Physical Product Delivery

If physical products are offered, applicable shipping charges, delivery areas and estimated delivery timeframes will be disclosed at checkout.

9.7 Service Delays

If service delivery is delayed due to provider availability, operational changes or circumstances beyond reasonable control, customers will be informed as soon as reasonably practicable.

Appropriate rescheduling or other remedies will be offered where required.

10. Membership and Programme Packages

Membership and package benefits, validity periods, number of sessions, exclusions and renewal conditions will be stated in the applicable programme description.

Purchased entitlements are intended for the registered customer unless transferability is expressly permitted.

Any expiry conditions or limitations must be disclosed before purchase.

11. Limitation of Liability

RRéNOVA Wellness is responsible for its own platform, payment collection and coordination obligations.

Independent healthcare providers remain responsible for their respective clinical services and professional decisions.

To the extent permitted by Malaysian law, RRéNOVA Wellness shall not be liable for indirect or consequential losses arising from circumstances outside its reasonable control.

Nothing in these Terms & Conditions excludes liability or consumer rights that cannot lawfully be excluded.

12. Intellectual Property

All original content, branding, logos, photographs and educational materials belonging to RRéNOVA Wellness remain its intellectual property.

Unauthorised reproduction, redistribution or commercial use is prohibited without prior written consent.

13. Account Suspension and Termination

RRéNOVA Wellness may suspend or terminate customer portal access where reasonably necessary due to fraudulent activities, unlawful use, material breach of these Terms & Conditions or security concerns.

Any outstanding statutory or contractual rights remain applicable.

14. Governing Law and Dispute Resolution

These Terms & Conditions are governed by the laws of Malaysia.

Customers are encouraged to contact RRéNOVA Wellness to resolve complaints or disputes amicably.

Unresolved disputes may be referred to the competent Malaysian courts or applicable statutory consumer dispute resolution mechanisms.

15. Amendments

RRéNOVA Wellness reserves the right to update these Terms & Conditions where reasonably necessary.

Updates will be published on our website.

Changes will not retrospectively remove existing contractual or statutory rights relating to completed purchases.

16. Contact Information

RRéNOVA Wellness
Business Type: Sole Proprietorship (Enterprise)
SSM Registration No.: 202603131656 (AS0515297-X)

SSM Registered Address: VIVO RESIDENCE 9 SEPUTEH D-11-1 JALAN TELOK DATOK OFF JALAN KLANG LAMA 58000 KUALA LUMPUR WILAYAH PERSEKUTUAN

Office address: Suite 45, Unit 3.07, Level 3, KL Gateway Mall,
2, Jalan Kerinchi, Kampung Kerinchi,
59200 Kuala Lumpur,
Wilayah Persekutuan Kuala Lumpur, Malaysia.

Email: sales.info@rrenova.co
Phone: +60102493466
Operating Hours: Monday–Friday, 9:00 AM–6:00 PM
Website: https://rrenova.co