Article 1
1. Definitions

1.1. Meanings: In these Terms & Conditions, these particular expressions have the following meanings:

• “MOH Specialist” is the referring MOH Specialist Doctor, that has referred the Client for a diagnostic imaging appointment with hopQ.
• “Client” is the patient or  individual that has been referred to the hopQ service by the MOH Specialist and will undergo the respective diagnostic scanning at the Provider Hospital.
• “Provider” or “Provider Hospital” means the private hospital that is part of the hopQ Network of Providers to provide the respective diagnostic imaging service to hopQ’s Clients.
• “hopQ” or “hopQ Platform” refers to the service provided by HOP, including the mobile application and web portal provided to the MOH Specialist, Provider and Clients.
• “Diagnostic imaging” or “diagnostics can(s)” or “scan(s)” mean the Computed Tomography (“CT”) scans and/or the Magnetic Resonance Imaging (“MRI”) scans that is provided as part of the hopQ service.
• “Appointment” means the designated date, time and location of Provider, including the type of diagnostic imaging that has been referred by the MOH Specialist.
• “Booking Confirmation” means the email or mobile app screen that the Client receives upon completion of the referral and payment process for hopQ’s services.
• “We”, “our”, “ourselves”, “us” and “HOP” means Healthcare Optimisation Partners Sdn Bhd (Co. No. 1243621-V), company incorporated under the laws of the Federation of Malaysia with the registered address of Level 22 Axiata Tower, No. 9 Jalan Stesen Sentral 5, Kuala Lumpur Sentral, 50470 Kuala Lumpur,
• “Terms&Conditions” means the Terms and Conditions of service in this document.

 

Article 2
2. Applicability

2.1. General: These Terms & Conditions apply to the services provided by hopQ including, but not limited to, the access of diagnostic imaging services at private hospitals for the Client referred by MOH Specialist.

2.2. Terms & Conditions Prevail: Except as provided in these Terms & Conditions, in the event of inconsistency between these Terms & Conditions and our Conditions of Contract or any other regulations we may have dealing with particular subjects, these Terms & Conditions shall prevail.

2.3. Language: The language of these Terms & Conditions is English and even though there may be translations of these Terms & Conditions in other languages, English shall be the sole language used in the interpretation of these Terms & Conditions.

Article 3
3. Booking Confirmation

3.1. Prima Facie Evidence of Contract: The Booking Confirmation, either by email or generated by the hopQ app is prima facie evidence of the contract for service between Client and us. The Booking Confirmation and these Terms & Conditions together constitute the terms and conditions of the contract of service between HOP and Client.

3.2. Transferability: The contract for service is NOT transferable.

3.3. Validity: The Booking Confirmation is only valid for the Client named and the hopQ services specified therein.

3.4. Identity: We will provide the services only to the Client named in the Booking Confirmation. Client will be required to produce appropriate identification, e.g. NRIC or Passport, at check-in at the Provider.

Article 4
4. Charges

4.1. General: Charges only apply to the services defined in the Booking Confirmation:

4.1.1.  Type of diagnostic imaging

4.1.2.  With or without contrast media

4.1.3.  At the specified location and appointment time.

4.1.4.  Inclusive of administrative charges and doctor GST where applicable

4.2. Charges exclude any items that is not part of the specified service defined in the Booking Confirmation, for example:

4.2.1. Transportation cost

4.2.2. Contrast media that is not included by the referring MOH Specialist

4.2.3. Sedation

4.2.4. Food and beverage

4.2.5. Any treatment costs in the case of Client needing emergency/urgent treatment at the Provider during the appointment visit.

4.3. Government Taxes, Charges and Insurance Surcharge: Any government taxes, charges or insurance surcharge imposed by the Government, relevant authority or the Provider in respect of your use of any of our services or facilities will be in addition to our charges and administration fees and shall be borne by you, unless otherwise specifically stated by us. Such government taxes, charges and insurance surcharge imposed may change from time to time and can be imposed even after the date that your booking has been confirmed. You shall nevertheless bear such government taxes, charges or insurance surcharge as and when they fall due prior to the delivery of hopQ services.

In the event that requires a refund from HOP, we shall refund any tax and the Malaysian Goods and Services Tax (“GST”) paid. This is only refundable if requested in writing within 6 months of the appointment date and the refund is subject to a refund processing fees, where applicable.

4.4.  Currency: Charges are payable in Ringgit Malaysia (MYR) unless otherwise specifically stated by us.

4.5.  Accuracy: All charges or prices, type of diagnostic imaging, location of providers and details of the hopQ services and products, including the services and products of our Provider partners, are correct at the time of publication and are subject to change at any time and from time to time without prior notice.

Article 5
5. Appointments, Payment, Refund and Additional Charges

5.1. Confirmation of Appointment: The booking of an appointment for diagnostic scanning is confirmed after full payment of the scan is made and after we issue you a hopQ Reference Number and the appointment details. Once confirmed, the booking cannot be cancelled, and payments made are not refundable.

5.2. Appointment Change: Once a hopQ Reference Number has been issued, appointment changes are subject to the following terms:

5.2.1. Inside of 7 calendar days prior to the confirmed appointment date, no changes are allowed on the hopQ Client Portal or mobile app. If you have justifiable reasons to amend your appointment time, please contact booking@hopq.me or at +60 3 7735 0075. Appointment changes are only confirmed when you have received a new Booking Confirmation, hopQ Reference Number and appointment details.

5.2.2. Prior to 7 calendar days to the appointment date, changes to the appointment date and/or time can be made by applying the changes on the hopQ Client Portal or mobile app. There are no additional charges to any changes of the appointment date and/or time if done before the 7 calendar days prior to appointment date.

5.2.3. hopQ reserves the right to accept or reject any changes to the confirmed appointment if made within the 7 calendar days prior to the appointment date.

5.3. No changes to the type of diagnostic scan are allowed. Any changes to the type of diagnostic scan will have to be submitted by the referring MOH Specialist.

5.4. Name Change: Transfer of the confirmed appointment or substitution of the name of the Client referred to the hopQ Service is not allowed.

5.5. Payment: Payment for the referred type of diagnostic scan must be paid in full when a booking is made and also to confirm the appointment. Payment must be made before 7 calendar days prior to the appointment date.  In the event that the payment has not been paid in full, or not paid in full before the 7-day deadline,

5.5.1. your initial appointment date will not be confirmed.

5.5.2. A new appointment date will be given once the payment has been made.

5.5.3. hopQ reserves the right to provide you with the next available appointment date if payment is not made before the 7-day deadline.

5.5.4. The payment for hopQ diagnostic imaging services only covers the hospital charges for the agreed referred type of scan, and does not include charges or items that are not part of the respective type of scan e.g. meals, sedation, pain relief tablets, etc.

5.6. The Provider hospital is responsible to perform emergency diagnostic scanning which takes priority of any other conditions, including hopQ diagnostic imaging service. Clients will be informed if there are any changes or delays to the appointment time and/or date due to emergency cases. Your scan will be done at the earliest possible time as soon as the emergency case is done.

5.7. In the event that the Provider hospital is not able to provide the referred diagnostic scan due to unforeseen circumstances which we reasonably consider to be beyond our control or for commercial reasons or reasons of safety, or any other reason, hopQ will:

5.7.1. Provide you with the next available appointment time on the same day at the same Provider hospital, failing which;

5.7.2. Provide you with the next available appointment time on the same day at the nearest Provider hospital, failing which;

5.7.3. Provide you with the next available appointment date and time at the same Provider, failing which;

5.7.4. Provide you with the next available appointment date and time at the nearest Provider hospital.

5.7.5. Only if we have exhausted the above, a refund will be given.

5.8. The options outlined in the previous clause 5.7 are the sole and exclusive remedies available to you and we shall have no further liability to you.

5.9. Contrast media: in certain diagnostic scanning procedures, a contrast media will be needed to provide a different and/or better view for the doctors to come to a diagnosis of your medical condition.

5.9.1.  Contrast media is an additional charge to the standard diagnostic scanning charges provided by hopQ.

5.9.2.  Your MOH Specialist will advise you if your intended diagnostic scan requires a contrast media.

5.9.3.  Your MOH Specialist can order the diagnostic scan with contrast media during the referral on the hopQ Doctor Portal.

5.9.4.  The additional charge for contrast media will be added to the amount payable for the diagnostic scan and payment can be made in full on the hopQ Client Portal or mobile app.

5.9.5.  The radiologist responsible for your medical care during the diagnostic scan may advise you that contrast media is needed, even though your MOH Specialist has not requested for contrast media. This is a medical decision made by the radiologist in circumstances that can only be determined during the scanning procedure.

5.9.6.  If your MOH Specialist has not ordered contrast media as part of your diagnostic scan, and in order to achieve the best possible image of your condition, the radiologist will advise to perform the diagnostic scan with contrast media. In this situation, you will be required to pay the additional charge (at a discounted rate for hopQ Clients) for the contrast media directly to the Provider hospital.

5.9.7. The Provider hospital reserves the rights to refuse/decline from performing the referred diagnostic scan due to justified reasons, including but not exhaustive, medical safety, Client medical condition, misinformation, etc.

Article 6
6. Check-in and Other Requirements of Service

6.1.  Check-In, Deadlines and Conditions: Client is required to arrive at the designated Provide 30 minutes prior to the appointment time given on the Booking Confirmation, unless otherwise stated based on specific requirements of the referred diagnostic imaging.

6.2.  For scans that require Contrast Media, Clients are advised to arrive 1 hour prior to the appointment time given on the Booking Confirmation, unless otherwise stated based on specific requirements of the referred diagnostic imaging.

6.3.  It is the responsibility of the Client to arrive in good time for the Diagnostic Imaging appointment. In the case of late arrival to the Provider, i.e. after the designated time stated on the Booking Confirmation, hopQ reserves the right to reschedule the diagnostic imaging procedure.

6.4.  The Provider and/or radiologist reserves the right to decline/reschedule the diagnostic scan appointment due to reasons:

6.4.1.  Client is deemed medically unfit for diagnostic scan procedure or have a medical condition that poses a high risk for complications

6.4.2.  Client is uncooperative or is deemed unsafe for him/her to proceed with the procedure e.g. claustrophobia but refuses sedation

6.4.3.  Client unable to pay for the required additional charges e.g. contrast media, sedation, etc.

6.4.4.  If Client fails to provide proper identification for the check-in and registration process

6.4.5.  Client arrives late for the appointment.

6.5.  No-show: You must be present at check in on time and be present at the Provider no later than the time specified in the Booking Confirmation. Failing to check in on time and arrive at the Provider by the time specified, the charges you paid will not be refunded to you for any reason whatsoever. In this case, hopQ will only reschedule your appointment upon request.

6.6.  Compliance: You are solely responsible for complying with all laws, regulations, orders, demands and requirements of countries flown from, into or over and with our Terms & Conditions, notices and instructions given by us relating thereto. We shall not be liable in any way whatsoever to you in connection with obtaining necessary documents or complying with such laws, regulations, orders, demands, notices, requirements or instructions, whether given orally or in writing or otherwise, or for the consequences to you resulting from your failure to obtain such documents or to comply with such laws, regulations, orders, demands, notices, requirements or instructions.

6.7. Check-in Documents: Client is responsible for required documents to complete the check-in and registration process as required by the Provider and as advised in this Terms & Conditions. Required documents are:

6.7.1. National Registration Identity Card (“NRIC”) or valid Passport

6.7.2. Booking Confirmation email or on the hopQ Patient App, or SMS

6.7.3. Other documents as required and will be notified from time to time

6.7.4. hopQ and the Provider reserve the right to refuse delivery of the hopQ service to any Client who has not complied with, or whose documents do not appear to comply with, such applicable laws, regulations, orders, demands or requirements.

6.8. Client Responsible for additional Medical Costs etc.: If there are charges that is not part of the scope of the referred diagnostic imaging procedure as defined in the Booking Confirmation, or charges or items that are not part of the respective type of scan e.g. meals, sedation, pain relief tablets, etc., the Client is responsible to pay these charges directly to the Provider.

Article 7
7. Personal Conduct

7.1.  Clients are expected to behave in a reasonable manner and comply with the instructions and requirements that hopQ has stated in, but not limited to, the MOH Specialist Referral, Booking Confirmation, and Terms & Conditions.

7.2.  Clients are also expected to comply to the safety and operational requirements as laid out in the Provider’s own Standard Operating Procedure (“SOP”) with regards to diagnostic imaging and/or any healthcare services provided by them.

7.3.  If as a result of Client’s conduct, we decide, based on available information, in exercise of our reasonable discretion, to reschedule or cancel the diagnostic scan, then Client shall be liable for all costs which we incur of any nature whatsoever as a result of or arising out of that reschedule or cancellation

Article 8
8. Privacy Policy

8.1.  We value your privacy and strive to protect your personal information or “Personal Data” (as defined below). This Privacy Notice outlines how HOP and the hopQ Platform collects, uses, maintains and discloses your Personal Data in accordance with the Malaysian Personal Data Protection Act 2010.

8.2.  This Privacy Notice may be amended at any time without prior notice and the amended Privacy Notice shall be made available in our premises and/or on our website at [https://hopq.me/privacy], and/or on the hopQ Client App.

Article 9
9. Liability Limitations

9.1.  hopQ is a service that provide access to outpatient diagnostic imaging and other healthcare services at private hospitals for Clients from MOH hospitals.

9.2.  As a patient at MOH hospital, the responsibilities of care remains with the respective specialist doctor at the MOH hospital.

9.3.  As a registered outpatient customer at the respective private hospital, the responsibilities of care applies the same as with any other private patient that the private hospitals accepts for admission.

9.4.  hopQ is not liable for any unforeseen circumstances that leads to such outcomes that include, but is not limited to: death, personal injury, medical emergencies and complications due to reaction to contrast media, or any other complications occurring at the private hospital and/or MOH Hospital, and the resulting financial costs of treatment arising from such circumstances.

9.5.  We shall have no liability for damage or loss of valuable articles or items, such as money, jewellery, precious metals, computers, personal electronic devices, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, title deeds or samples, that may have occurred during the diagnostic imaging procedure.

Article 10
10. Modification and Waiver

10.1. None of our agents, employees nor representatives has authority to alter, modify or waive any provisions of these Terms & Conditions.