QL Clinic T&C

Welcome to the official website of QL Clinic (QL ONE SDN BHD) (“QL Clinic”, “we”, “our”, or “us”). These Terms & Conditions (“Terms”) govern your access to and use of our website, online channels, bookings, enquiries, and related services.

By accessing our website, contacting us, making an appointment, purchasing a treatment, package, or promotion, or otherwise engaging with our services, you acknowledge that you have read, understood, and agree to be bound by these Terms, together with our Privacy Notice and any treatment-specific consent forms or promotional terms provided by QL Clinic.

1. General

QL Clinic reserves the right to amend, update, or revise these Terms at any time by updating the Terms on its website or through such other notice or communication method as QL Clinic may determine. The latest version shall take effect from the date it is published. Your continued use of our website or services after such update constitutes your acceptance of the revised Terms.

2. Nature of Services

QL Clinic provides medical aesthetic and related services conducted by appropriately qualified professionals. All information on this website, our WhatsApp, social media pages, and related communications is provided for general informational purposes only and does not replace professional medical advice, diagnosis, or treatment.

All treatments and procedures remain subject to consultation, assessment, and clinical suitability as determined by the attending doctor.

3. Medical Suitability and Doctor’s Discretion

All treatments, procedures, packages, and recommendations are subject to professional assessment and medical suitability, which may be reassessed by QL Clinic from time to time, including before any consultation, treatment, follow-up, package redemption, or subsequent session.

QL Clinic reserves the right, through its doctor or authorised medical personnel, to:

1. • refuse, postpone, modify, or discontinue any treatment;
   • require further consultation, review, or assessment before proceeding;
   • recommend an alternative treatment plan where appropriate; and
   • decline to perform any procedure where there are safety concerns, contraindications, incomplete disclosure, or other clinical reasons.

A booking, quotation, enquiry, or payment does not guarantee that a treatment will be carried out if the attending doctor determines that it is not suitable.

4. Client Responsibility and Disclosure

Patients are responsible for providing complete, accurate, and updated information relevant to their consultation and treatment, including but not limited to medical history, allergies, medications, prior treatments, pregnancy or breastfeeding status, and any other health-related information relevant to treatment suitability and safety.

QL Clinic shall not be responsible for complications, adverse reactions, or unsatisfactory outcomes arising wholly or partly from incomplete, inaccurate, or misleading information provided by the patient.

The patient’s duty of disclosure is a continuing obligation and applies at all times before and during consultation, review, treatment, follow-up, package redemption, and each subsequent session.

The patient shall promptly inform QL Clinic of any change in medical condition, medication, allergy status, pregnancy or breastfeeding status, recent procedures, or other relevant circumstances, whether occurring before or after booking and before treatment is performed.

5. No Guarantee of Results

Results from medical aesthetic treatments vary from person to person depending on individual condition, skin type, treatment response, lifestyle, aftercare compliance, and other factors.

QL Clinic does not guarantee any specific outcome, level of improvement, or duration of results. Any before-and-after examples, testimonials, or treatment illustrations are for reference only and do not represent guaranteed results. The absence of a desired or expected result, or any dissatisfaction with the result achieved, shall not of itself mean that the treatment was inappropriate, improperly performed, or in breach of any obligation by QL Clinic.

Results may be temporary, gradual, variable, or minimal, and the number of sessions required, response time, and duration of any effect will vary from patient to patient. Some patients may require repeated, maintenance, combination, or alternative treatments to achieve or maintain the desired result.

Results may also be affected by the patient’s medical history, age, hormones, genetics, medications, compliance with pre- and post-treatment instructions, lifestyle, skin care practices, third-party treatments, self-treatment, and other factors beyond QL Clinic’s reasonable control.

6. Bookings and Appointments

Appointments may be requested via phone, WhatsApp, website, social media, or such other methods as may be made available by QL Clinic.

All appointments are subject to confirmation by QL Clinic.

Patients shall be responsible for ensuring that they attend at the confirmed date and time and for providing sufficient advance notice if they wish to cancel or reschedule.

QL Clinic reserves the right to determine whether any late arrival, cancellation, rescheduling request, or failure to attend shall result in a shortened session, rescheduling, forfeiture or retention of any deposit, additional charges, or cancellation of the appointment.

Where an appointment is shortened, postponed, or cannot proceed due to the patient’s late arrival, non-attendance, or requested change, QL Clinic shall not be responsible for any resulting inconvenience, loss, or inability to complete the intended treatment.

7. Deposits

Any deposit paid is intended to secure the relevant booking, appointment, promotional entitlement, clinic resources, and/or reserved treatment or doctor slot.

Depending on the circumstances, QL Clinic may determine that the deposit shall be forfeited, retained, applied toward consultation fees or administrative charges, converted into clinic credit, transferred to a replacement booking, or refunded in whole or in part.

For the avoidance of doubt, QL Clinic shall be entitled to treat a late cancellation, no-show, late arrival, repeated rescheduling, or requested change affecting the reserved slot, doctor allocation, treatment preparation, or clinic operations as grounds to retain all or part of the deposit.

Where treatment does not proceed due to medical unsuitability, doctor’s discretion, safety concerns, contraindications, incomplete disclosure, or other clinical reasons, the handling of the deposit shall remain subject to QL Clinic’s prevailing policy and may include consultation fee deduction, clinic credit, treatment substitution, rescheduling, partial refund, or full refund, as determined by QL Clinic.

8. Consultation Outcome / Unsuitable Cases

Where a doctor determines that a patient is not suitable for the intended treatment, QL Clinic may, at its discretion, offer one or more of the following:

1. • rescheduling;
   • treatment substitution;
   • clinic credit; or
   • refund (whether in whole or in part).

For the avoidance of doubt, QL Clinic shall have no obligation to provide any rescheduling, treatment substitution, clinic credit, or refund unless expressly determined by QL Clinic, and any such decision may take into account the nature of the treatment, the stage of utilisation, doctor time reserved, consultation already provided, operational preparation, medical suitability, safety considerations, and the patient’s disclosure and conduct.
Where consultation has already been carried out but treatment does not proceed, the treatment of any consultation fee shall be determined by QL Clinic on a case-by-case basis[ and QL Clinic may retain, charge, deduct, apply, or forfeit all or part of the consultation fee, deposit, or other sums already paid, as determined by QL Clinic

9. Pricing and Payment

All prices displayed on our website, social media, WhatsApp messages, or promotional materials are subject to change without prior notice unless already confirmed by QL Clinic for a specific booking or purchase.

Full payment may be required before or at the time of consultation, treatment, package activation, or product collection, unless otherwise stated by QL Clinic, and QL Clinic reserves the right to withhold consultation, treatment, package activation, or release of any product unless and until full payment has been received in cleared funds.

QL Clinic reserves the right to correct any pricing, typographical, technical, or system error and to revise or cancel the affected offer, booking, or transaction where necessary.

10. Packages, Credits, and Validity

Package validity, session entitlement, and any extension (if applicable) will be informed at the point of purchase.

Expired sessions may lapse unless otherwise approved by management. Packages, sessions, and credits may be:

transferable to another person;

• shareable with family or friends; and
• usable across branches, subject to branch availability, doctor availability, equipment availability, prevailing prices, operational requirements, and any other conditions imposed by QL Clinic from time to time.

subject always to QL Clinic’s prevailing operational requirements and any treatment suitability

considerations, and nothing herein shall oblige QL Clinic to allow any transfer, sharing, cross-branch usage, extension, reinstatement, or exception unless expressly approved by QL Clinic.

11. Refunds, Credits, and Treatment Substitution

Payments made for consultations, deposits, promotional purchases, prepaid packages,

treatment sessions, and credits are generally subject to the clinic’s policy and handling on a case-by-case basis, depending on the nature of the service, stage of utilisation, and medical suitability, and QL Clinic may also take into account consultation already provided, doctor time reserved, operational preparation, consumables allocated, patient disclosure, cancellations, rescheduling requests, late arrival, no-show, safety considerations, and any other relevant clinical or operational circumstance .

Where appropriate, QL Clinic may, at its sole but reasonable discretion, offer:

1. • appointment rescheduling;
   • credit note or stored value;
   • treatment substitution; or
   • partial or full refund.

For the avoidance of doubt, QL Clinic shall have no obligation to provide any refund, credit, replacement, substitution, rescheduling, or other remedy unless expressly approved by QL Clinic.

12. Promotions and Offers

All promotions, event offers, launch offers, limited-time privileges, gifts, vouchers, and bundled deals:

1. • are subject to availability, including without limitation doctor availability, slot availability, branch availability, product availability, equipment availability, campaign quota, and operational capacity;
   • may be amended, extended, withdrawn, or revised by QL Clinic at any time, including prior to confirmation, redemption, utilisation, or completion, where required for operational, commercial, technical, stock, pricing, regulatory, or clinical reasons;
   • are valid only during the stated campaign period unless otherwise specified; and
   • remain subject to doctor assessment and medical suitability.

Promotions cannot be combined with other offers unless expressly approved or otherwise stated by QL Clinic, and QL Clinic reserves the right to determine the order, manner, and applicability of any promotional entitlement.

Any complimentary item, gift, consultation, skin analysis, or promotional privilege is not redeemable for cash unless otherwise stated, and shall not be exchangeable, replaceable, refundable, or transferable unless expressly approved by QL Clinic.

13. Aftercare and Compliance

Patients are expected to follow all pre-treatment and post-treatment advice, aftercare instructions, medication guidance, and review recommendations provided by QL Clinic at all times and within the timeframes advised by QL Clinic.

QL Clinic shall not be responsible for reduced efficacy, delayed recovery, complications, or adverse outcomes resulting from failure to follow aftercare instructions, self-treatment, third- party treatment, unsuitable product use, or other conduct contrary to medical advice.

14. Personal Data and Privacy

QL Clinic processes personal data in connection with enquiries, bookings, consultations, treatment records, payment administration, customer care, and related clinic operations, including, where applicable, health, treatment, and other personal data reasonably required for consultation, assessment, treatment, follow-up, recordkeeping, clinic administration, and related lawful purposes.

For more information on how we collect, use, store, disclose, and protect personal data, please refer to our Privacy Notice.

15. Photography, Videos, and Testimonials

QL Clinic may take photographs, videos, scans, or treatment records for consultation, treatment planning, progress review, clinical documentation, and recordkeeping purposes, and the patient acknowledges that such documentation may be reasonably necessary for treatment, monitoring, follow-up, safety, recordkeeping, quality control, and clinic administration.

Any use of patient photographs, before-and-after images, testimonials, reviews, or likeness for marketing, social media, website, advertising, or promotional purposes shall only be done where separate consent has been obtained in writing, electronically, or in such other recorded form as QL Clinic may accept.

For the avoidance of doubt, refusal to provide consent for marketing or promotional use shall not affect QL Clinic’s right to take or retain photographs, videos, scans, or treatment records for clinical, documentation, operational, legal, or recordkeeping purposes.

16. Website Content and Intellectual Property

All content made available on this website, including but not limited to text, graphics, treatment descriptions, logos, branding, visuals, videos, layouts, and design elements, is owned by or licensed to QL Clinic unless otherwise stated, and may also be protected under applicable copyright, trade mark, and other intellectual property laws.

You may not reproduce, republish, upload, modify, distribute, or use any part of the website content without prior written consent from QL Clinic, including for commercial use, promotional use, social media use, advertising, republication, adaptation, extraction, reproduction on third-party platforms, or the creation of derivative materials.

17. Third-Party Platforms and Links

Our website or communications may include links to third-party websites, payment processors, messaging platforms, maps, social media platforms, or other external service providers.

Such third-party platforms operate under their own terms and privacy policies, and QL Clinic is not responsible for their separate content, services, or practices.

18. Acceptable Conduct

QL Clinic reserves the right to restrict, suspend, or terminate access to its website, services, communications, or bookings where a person behaves abusively, dishonestly, threateningly, or inappropriately toward our staff, doctors, premises, systems, or other clients, or otherwise acts in a manner that may compromise safety, clinic operations, patient care, security, compliance, or the wellbeing of any person.

QL Clinic shall not be liable for any loss, cost, inconvenience, or claim arising from any restriction, suspension, termination, refusal, discontinuation, or other action taken by QL Clinic under this clause, and any deposit, fee, or payment already made shall be dealt with in accordance with QL Clinic’s prevailing policy.

19. Limitation of Liability

To the fullest extent permitted by law, QL Clinic shall not be liable for any indirect, incidental, special, or consequential loss arising from use of our website or services.

QL Clinic is not responsible for outcomes affected by undisclosed medical history, patient non- compliance, third-party products or services, or factors beyond our reasonable control.

Nothing in these Terms excludes or limits any rights or liabilities that cannot lawfully be excluded under applicable law.

1. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Malaysia.

Any dispute arising out of or in connection with these Terms, the website, or our services shall be subject to the jurisdiction of the courts of Malaysia.

1. Contact Information

QL Clinic (QL ONE SDN BHD)

36, Jalan SS 21/35, Damansara Utama, 47400 Petaling Jaya, Selangor

Email: enquiry@qlclinic.com.my
WhatsApp / Contact: 0182789338