TERMS AND CONDITIONS
NOVV
Last updated: 12th July 2026
1. Introduction
1.1 These Terms and Conditions ("Terms") govern the access to and use of the NOVV website and application located at [URL] (the "Platform") and the services made available through it (the "Services").
1.2 The Platform is owned and operated by Mediaid Holdings Sdn. Bhd. (Company Registration No. 202601004736), a company incorporated in Malaysia with its registered office at Colony @ The MET, Mont Kiara, THE MET CLUB by Colony, A-10-02, Menara The Met, No. 20, Jalan Dutamas 2, 50480 Kuala Lumpur ("the Company", "NOVV", "we", "us" or "our").
1.3 By accessing or using the Platform, creating an account, or using any of the Services, you confirm that you have read, understood and agree to be bound by these Terms and by our Privacy Policy. If you do not agree, you must not use the Platform.
1.4 These Terms should be read together with any additional terms applicable to specific Services (including membership terms), which form part of these Terms.
2. Nature of the Platform — Important
2.1 NOVV is a digital health platform. It is a technology service that connects users with independent registered medical practitioners and licensed healthcare providers, including licensed pharmacies, in Malaysia.
2.2 NOVV is not a clinic, hospital, medical practitioner or pharmacy. NOVV does not itself practise medicine, provide medical advice, diagnose, treat, or prescribe or dispense medicines. All clinical services — including any assessment outcome, consultation, diagnosis, prescription, or treatment — are provided by the independent registered medical practitioners and licensed providers with whom you are connected through the Platform, at their own professional discretion and responsibility.
2.3 The provision of clinical services creates a professional relationship directly between you and the treating medical practitioner. NOVV is not a party to that relationship and does not direct, control or interfere with the independent clinical judgement of any practitioner.
2.4 Nothing on the Platform constitutes medical advice from NOVV, and no content on the Platform is a substitute for professional consultation.
3. Not for Emergencies
3.1 The Services are not intended for medical emergencies. If you are experiencing a medical emergency, or believe you may be, you must call 999 or attend the nearest emergency department immediately. Do not use the Platform to seek emergency assistance.
4. Eligibility and Accounts
4.1 You must be at least eighteen (18) years of age and legally capable of entering into a binding contract to use the Services.
4.2 You must provide accurate, current and complete information during registration and when using the Services, and keep your account information updated. The accuracy of the health information you provide is essential to the safety of the clinical services; providing incomplete or inaccurate information may affect the care you receive.
4.3 You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. You must notify us promptly of any unauthorised use.
4.4 The Services are intended for your own personal use. You must not use the Platform on behalf of another person without authorisation.
5. How the Services Work
5.1 The Services may include: completing a structured clinical assessment; being connected with a registered medical practitioner for review and consultation (by voice or video); referral to third-party providers where appropriate; and, where a practitioner considers it clinically appropriate, the issuing of a prescription to be dispensed by a licensed pharmacy and delivered to you.
5.2 Completion of an assessment does not entitle you to any particular outcome, diagnosis, prescription or treatment. Whether treatment is appropriate is a clinical decision made solely by the treating practitioner, who may determine that treatment is not appropriate, that further investigation is required, or that you should be referred to another service.
5.3 Any prescription is issued at the sole discretion of the treating practitioner and dispensed by a licensed pharmacy. Medicines are supplied subject to the pharmacy's terms and applicable law.
5.4 Consultations conducted remotely have inherent limitations. A practitioner may determine that remote care is not suitable for you and that an in-person examination or referral is required.
6. Your Responsibilities
6.1 You agree to provide honest, accurate and complete information; to follow the guidance provided by your treating practitioner; to use any medicine strictly as directed; and to seek in-person or emergency care where advised or where your condition requires it.
6.2 You must not misuse the Services, including by seeking prescriptions through false information, seeking medicines for any person other than yourself, or reselling or supplying any medicine to others.
7. Fees, Memberships and Payment
7.1 The fees payable for the Services are displayed on the Platform. Assessment and consultation fees are payable at the point of use. Where treatment is prescribed, the costs of treatment and ongoing care will be presented to you before any charge is made.
7.2 Certain Services are offered on a membership or subscription basis. By enrolling, you authorise recurring charges at the stated frequency and price until cancelled. You may cancel in accordance with the applicable membership terms; cancellation takes effect from the next billing cycle, and does not affect Services or medicines already provided.
7.3 Payments are processed by third-party payment service providers. We do not store complete payment card details.
7.4 We may revise fees from time to time. Changes do not affect Services already paid for, and we will give reasonable notice of changes to recurring membership fees.
8. Cancellations and Refunds
8.1 Fees for assessments and consultations that have been performed are generally non-refundable, as the Service (the clinical review of your information) has been delivered. Nothing in these Terms limits any right or remedy you may have under the Consumer Protection Act 1999 or other applicable law which cannot lawfully be excluded.
8.2 Prescription medicines, once dispensed, cannot be returned for reasons of safety and law, except where required by law or where a medicine is defective.
8.3 Where a Service has not been delivered or has been charged in error, we will provide a refund as appropriate.
9. Third-Party Providers
9.1 The Platform connects you with independent practitioners, pharmacies, laboratories and delivery providers. These are independent third parties responsible for their own services. While we take reasonable care in the partners we work with, we are not liable for the acts or omissions of independent practitioners or providers in the exercise of their professional or independent judgement, save to the extent required by law.
9.2 Where you are referred to an external specialist or service, that care is provided under that provider's own terms and responsibility.
10. Intellectual Property
10.1 All intellectual property rights in the Platform and its content, including the trade marks "NOVV", “NOVV HEALTH”, "NOVV FOR MAN", "NOVV FOR WOMAN", "IT'S NOVV OR NEVER", and all associated logos, text, graphics and software, are owned by or licensed to the Company. No rights are granted to you except to access and use the Platform for its intended purpose.
11. Acceptable Use
11.1 You must not: use the Platform unlawfully; attempt to gain unauthorised access to the Platform or its systems or data; introduce malicious code; copy, scrape or extract data by automated means without our written consent; or interfere with the operation or security of the Platform.
12. Limitation of Liability
12.1 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable Malaysian law, including liability for death or personal injury caused by negligence, and rights under the Consumer Protection Act 1999.
12.2 Subject to Clause 12.1: NOVV provides the Platform on an "as is" and "as available" basis and does not warrant that it will be uninterrupted or error-free; NOVV is not liable for indirect, incidental, special or consequential loss; and NOVV's total aggregate liability arising out of or in connection with your use of the Platform is limited to the total fees paid by you to NOVV in the twelve (12) months preceding the event giving rise to the liability.
12.3 For the avoidance of doubt and subject to Clause 12.1, NOVV is not responsible for the clinical judgement, acts or omissions of independent practitioners or providers, whose professional liability rests with them.
13. Personal Data
13.1 Your personal data, including health data, is processed in accordance with our Privacy Policy and the Personal Data Protection Act 2010 (Malaysia). The Privacy Policy forms part of these Terms.
14. Suspension and Termination
14.1 We may suspend or terminate your access to the Platform where you breach these Terms, where required by law, or where necessary to protect the Platform, its users or practitioners. You may close your account at any time; certain records will be retained as required by law and as described in the Privacy Policy.
15. General Provisions
15.1 Amendments. We may amend these Terms from time to time. The version in force at the time you use a Service applies to that use. We will notify you of material changes.
15.2 Severability. If any provision is held invalid or unenforceable, the remaining provisions continue in effect.
15.3 No waiver. No delay or failure to exercise a right operates as a waiver of it.
15.4 Assignment. We may assign or transfer our rights and obligations to a successor of the business; your rights will not be reduced as a result.
15.5 Force majeure. We are not liable for failure or delay in performance caused by events beyond our reasonable control.
15.6 Governing law and jurisdiction. These Terms are governed by the laws of Malaysia and are subject to the non-exclusive jurisdiction of the Malaysian courts, without limiting any consumer redress available to you.
16. Contact
Mediaid Holdings Sdn. Bhd. (operating as NOVV) Company Registration No.: 202601004736 Registered office: Colony @ The MET, Mont Kiara, THE MET CLUB by Colony, A-10-02, Menara The Met, No. 20, Jalan Dutamas 2, 50480 Kuala Lumpur Email: [contact@novvhealth.com] Telephone: [+601154379892]