Payment Policy

1. Accepted payment methods

Credit and debit cards (Visa, Mastercard)
FPX online banking (all major Malaysian banks)
E-wallets: Touch 'n Go eWallet, GrabPay, Boost, ShopeePay
Cash on delivery (selected equipment orders) and cash at clinic (selected clinic visits)

Online payments are processed by Curlec by Razorpay (Razorpay Software Sdn Bhd), a payment service provider regulated by Bank Negara Malaysia. JagaU never receives or stores your full card number, CVV or online banking credentials.

2. Currency and pricing

All prices are quoted and charged in Malaysian Ringgit (RM). Prices displayed are final and include all platform fees. Where SST applies it is included in the displayed price. An e-Invoice / receipt is issued for every payment in accordance with LHDN requirements.

3. When you are charged

Home-care requests: charged in full when you place the request. Funds are held by JagaU and released to the Provider only after the visit is marked completed. Price increases you make to a request are charged immediately.
Visit packages and subscriptions: charged in full at purchase.
Equipment orders: charged at checkout (or on delivery for cash-on-delivery orders). Rental deposits are charged with the first rental payment.

4. Failed or pending payments

A request is not dispatched to Providers until payment is confirmed. If a payment fails or is pending for more than 30 minutes the request is automatically cancelled and any amount debited will be reversed by the bank.

5. Receipts and statements

A receipt is emailed and available in the app for every transaction. Your full payment history is available in the app under Transactions.

6. Refunds

Refunds are made to the original payment method. See the Refund & Cancellation Policy for eligibility and timelines.

7. Provider payments

Providers are paid out by bank transfer within 7 days of completed jobs, net of the platform commission. Providers maintain a refundable service deposit wallet which can be topped up online via Curlec or by bank transfer to Zen Integrated Sdn. Bhd.'s account; bank transfers are verified by our team before crediting.

8. Chargebacks and disputes

If you believe a charge is incorrect, contact us first at zen.integrated@gmail.com so we can resolve it quickly. Chargebacks raised without contacting us may delay resolution; accounts with fraudulent chargebacks may be suspended.