Refund policy

1. What this policy covers, and what it does not

Mesura charges you two things: the RM49 deposit, and the monthly care programme fee. This policy governs the deposit in full. The refund position on the monthly care fee is being drafted and is not stated here yet — until it is, ask us and we will answer in writing rather than point you at a clause that does not exist.

The consultation is charged by the partner clinic at your appointment, and your medicine is charged by the clinic's licensed pharmacy that dispenses it, each under their own terms and their own refund policies. We will tell you which clinic that is and what its terms are before you commit to anything. If your question is about the consultation fee or about medication you have paid the pharmacy for, it is theirs to answer — and if you are not sure who to ask, ask us and we will point you to the right place rather than send you away.

2. The deposit — RM49

What it is. A deposit against your first programme month, credited to it in full.

When it is asked for. Only after a doctor has read your assessment and cleared you to start. If the doctor decides the programme is not right for you, you are never asked to pay it. Being declined is a normal outcome, not a failure, and it is decided by a doctor in the doctor's own words. Nothing is charged for being assessed.

If you pay it and then do not start, tell us and we will refund it. You do not need to argue for that or give a reason. The deposit holds your place; it does not buy anything you have not had.

Nothing in this section limits your rights under the Consumer Protection Act 1999.

3. Stopping the programme

You may stop at any time, for any reason or none. Message us on your programme channel and say you want to stop. We will not ask you why, and we will not try to talk you out of it. We confirm in writing on the channel within 1 business day.

Because Mesura takes no recurring payment, stopping costs you nothing on our side and there is nothing to cancel. Any package you have paid the clinic for is settled under that clinic's refund terms.

Stopping is a clinical event as well as an administrative one. Your doctor will advise on a safe stop or taper, and the care team stays available through the transition. You will not be left mid-titration without a plan.

Dispensed medicine cannot be returned, exchanged or refunded, for safety reasons — medicine that has left the pharmacy cannot be resold or reused. That rule is the clinic's and it is stated before you buy. It protects every patient, including you.

4. If we end the programme, or wind it down

If your place in the programme is ended by us for non-clinical reasons, or the service winds down, any unused portion of a fee you have paid us is refunded pro-rata — and continuity of care applies: a minimum 60-day transition, during which the partner clinic continues consultations and dispensing, or transfers you safely to another registered prescriber.

If your doctor stops your treatment on clinical grounds, any unused portion of a fee paid to us is refunded pro-rata. The stop was not your choice, and you should not carry the cost of it. Fees you paid the clinic are settled under the clinic's terms, and we will help you raise it with them.

5. How a refund is paid

To your original payment method, within 14 days of the confirmed effective date, through our payment provider. We confirm on your programme channel when it is issued.

6. Billing disputes

Raise a dispute about anything Mesura has charged on your programme channel, or by email to support@mesura.health, within 60 days of the charge. We respond within 14 days, and we will not suspend or degrade your care while a good-faith dispute is open.

Nothing here limits your rights under the Consumer Protection Act 1999, or your right to bring a claim to the Tribunal for Consumer Claims (Tribunal Tuntutan Pengguna Malaysia).

Disputes about a clinic's charges go to that clinic. Tell us if you are struggling to get a response and we will help.