Refund & Cancellation Policy

We want every JagaU booking to go smoothly. This policy explains when you can cancel and what you will be refunded. Refunds are always made to the original payment method through Curlec (Razorpay).

Any price increase you paid to attract a Provider ("raise price") is refunded together with the base amount under the same rules.

• Packages are valid for six (6) months from the date of purchase.
• Unused visits may be refunded at any time within the validity period. The refund is calculated as: amount paid − (visits used × standard single-visit price). For example, for a 5-visit package at RM 350 with 2 visits used, the refund is RM 350 − (2 × RM 80) = RM 190.
• Expired packages are not refundable. We will remind you before expiry.
• Individual visits within a package follow the cancellation rules in Section 1; a cancelled visit is returned to your package balance rather than refunded in cash, unless the Provider is at fault.

Subscriptions can be cancelled at any time and will not renew for the next period. The current period is non-refundable once the first session of that period has been used; if no session has been used, the current period is refundable in full.

• Change of mind: unused items in original packaging may be returned within 7 days of delivery for a refund less delivery charges. Hygiene items (e.g. commodes, cushions, respiratory accessories) that have been opened cannot be returned.
• Damaged or defective on arrival: report within 3 days of delivery with photos. We will replace the item or refund in full including delivery.
• Warranty claims: handled under the manufacturer's warranty terms.
• Partner supplier items: the same rules apply; the supplier processes the return and JagaU issues the refund.
• Pre-loved items sold by other patients are sold as-is and are not covered by this policy. Please inspect items before completing a cash-on-delivery purchase.

• Cancel before dispatch for a full refund.
• Early return: unused whole rental months are refunded; daily rentals are non-refundable once delivered.
• The security deposit is refunded within 7 working days after the item is returned and inspected, less any deductions for damage, missing parts or late return.

Provider service deposits are refundable in full when a Provider leaves the Platform, provided there are no outstanding commissions, penalties or disputes. See Service Provider Terms.

• Refunds are initiated by JagaU within 3 working days of approval.
• Refunds to cards typically appear within 5–14 working days depending on your bank; FPX and e-wallet refunds typically within 3–7 working days.
• Cash-on-delivery orders are refunded by bank transfer to an account in your name.

Use the "Cancel" or "Report a problem" button on the booking or order in the app, or contact us at zen.integrated@gmail.com / +60 19-541 9491 with your booking reference.