AnnurCare Terms of Service

1. Acceptance of These Terms

By creating an AnnurCare account, registering as a therapist, accessing an AnnurCare application, making or accepting a booking, or otherwise using the AnnurCare platform, you agree to these Terms of Service.

If you do not agree with these Terms, you should not use the AnnurCare platform.

AnnurCare may update these Terms from time to time. Updated Terms will be published on this page. Continued use of AnnurCare after an update may constitute acceptance of the revised Terms where permitted.

2. About AnnurCare

AnnurCare is a platform that connects customers with therapists providing home-based massage, therapy and wellness services.

AnnurCare may provide functionality for:

• Therapist discovery and profile viewing
• Treatment and service selection
• Booking and scheduling
• Location and service-area matching
• Booking communication
• Payment processing and payment status
• Therapist earnings, commission and payout administration
• Ratings and reviews
• Safety reporting and customer support

Some therapists may operate independently through the platform, while others may provide services under arrangements with AnnurCare. The specific relationship may vary.

3. Customer and Therapist Choice

AnnurCare allows customers to browse and choose from available therapists offering services through the platform.

• Therapists on AnnurCare may be female or male.
• Customers may choose a therapist they are comfortable booking.
• Where available, therapist gender filters are provided as a browsing preference.
• Customers are not required to provide their gender in order to use therapist gender filters.
• Services are generally provided at the customer’s selected location.

A customer's selection or use of a therapist gender filter does not guarantee that a particular therapist will be available or will accept a booking request. Therapist acceptance remains subject to availability, service area, treatment suitability, safety and other legitimate operational considerations.

4. Wellness Service Disclaimer

Services available through AnnurCare are generally traditional wellness, massage and related non-emergency services.

Unless clearly stated otherwise, AnnurCare services are not a substitute for medical diagnosis, hospital care, emergency care, physiotherapy prescribed by a healthcare professional, or other regulated medical treatment.

AnnurCare does not guarantee any particular health outcome, treatment result, pain reduction or recovery result.

5. Customer Accounts

Customers are responsible for providing accurate information when creating and maintaining their AnnurCare account.

Customers must keep their account credentials secure and must not knowingly allow unauthorised persons to use their account.

Customers are responsible for ensuring that saved phone numbers, service addresses, GPS pins and other booking details remain accurate.

6. Therapist Registration and Accounts

Therapists must complete AnnurCare registration and provide information requested for onboarding, verification and platform use.

Information may include:

• Legal name and display name
• Email and phone or WhatsApp number
• Identification information
• Profile photograph
• Years of experience
• Professional qualifications and certificates
• Specialties and services
• Service area or operating address
• Bank or payout details

Therapists must ensure that information, documents, qualifications, service information and payment details submitted to AnnurCare are accurate, current and not misleading.

AnnurCare may review therapist information and documents for verification purposes.

Unless specifically stated, verification by AnnurCare does not constitute a guarantee of therapist performance or professional outcome.

7. Therapist Qualifications and Verification

Therapists must not submit false, altered, expired or misleading qualification documents.

AnnurCare may request additional documents or clarification where necessary.

AnnurCare may restrict, suspend or reject a therapist profile where:

• Required information cannot be verified
• Documents appear false or misleading
• Registration information is materially incomplete
• The therapist is not eligible to provide a listed service
• There are serious safety or platform-integrity concerns

8. Therapist Profiles, Services and Pricing

Therapist profiles may display information such as profile photo, gender, experience, qualifications, specialties, services, pricing, service area, ratings and reviews.

Therapists are responsible for keeping their service information and availability accurate.

Unless otherwise stated by AnnurCare, therapists may set or manage their own service pricing through supported platform features.

Different therapists may therefore charge different prices for the same or similar treatment.

9. Booking Process

Customers generally create a booking by selecting:

• Treatment
• Optional add-on
• Date and time
• Available therapist
• Service address
• Booking details

A booking may require therapist acceptance before it becomes fully confirmed.

Availability shown in the app may depend on therapist schedules, service area, selected treatment, location and other operational factors. Where supported, customers may filter available therapists by therapist gender as a browsing preference.

10. Therapist Acceptance and Decline

Therapists may accept or decline booking requests according to availability, service area, safety, treatment suitability, comfort and other legitimate operational reasons.

Therapists should not repeatedly accept bookings that they do not reasonably intend or expect to attend.

If a therapist becomes unable to attend an accepted booking due to a genuine issue, the therapist should contact the customer and/or AnnurCare support as soon as reasonably possible.

11. Transport Fees

AnnurCare may calculate a transport fee based on the distance between the therapist’s relevant operating location and the customer’s selected booking address.

• The transport fee is shown before booking confirmation where applicable.
• Transport fees may differ between therapists.
• The transport fee for a confirmed booking may be fixed based on the booking details.
• Changing the booking location may require cancellation and a new booking.

12. Customer Payment Terms

AnnurCare currently supports payment after the treatment session is completed unless otherwise stated in the booking flow.

Supported payment methods may include:

• Online Banking / FPX
• Cash payment directly to the therapist

For supported online payments, the customer may be redirected to an external payment provider to complete payment.

For cash payments, the customer must pay the therapist directly. The therapist may then confirm receipt of the cash payment through the Therapist App.

13. Pending and Unpaid Bookings

Where a session has been completed but payment has not been successfully completed or confirmed, the booking may remain in a pending-payment status.

Customers are expected to settle outstanding payment promptly.

AnnurCare may contact the customer regarding unpaid bookings and may restrict further bookings until outstanding amounts are resolved.

14. Therapist Earnings, Commission and Payouts

The Therapist App may display information relating to service earnings, transactions, outstanding commission, withdrawal requests and payout status.

Therapists are responsible for providing accurate bank and payout information.

AnnurCare may deduct or charge applicable platform fees, commissions or other agreed charges from therapist earnings or require payment of outstanding commission through supported payment methods.

Payout timing may depend on verification, completed bookings, payment status, applicable fees, processing schedules and bank or payment-provider processing times.

AnnurCare may temporarily delay or review a payout where there is a suspected payment error, dispute, fraud, charge issue or other legitimate operational concern.

15. Receipts and Transaction Records

Customers may receive or access receipts for supported completed payments.

AnnurCare may maintain transaction records for operational, accounting, support, dispute and compliance purposes.

16. Refunds and Payment Errors

Because AnnurCare generally uses post-session payment, ordinary refunds may not apply in many cases.

If a duplicate payment, payment-processing error or other legitimate payment issue occurs, the affected user should contact AnnurCare support.

Refunds or adjustments, where approved, may require reasonable processing time and may also depend on the external payment provider.

17. Cancellation and Rebooking

If supported by the current app functionality, customers may cancel eligible bookings through the Customer App.

Where AnnurCare does not provide direct rescheduling, changes to date, time, therapist or service address may require cancellation and creation of a new booking.

Customers should cancel as early as reasonably possible if they cannot attend.

AnnurCare may introduce cancellation rules, cancellation fees or other booking policies in the future, provided such changes are communicated through the platform or updated Terms.

18. Customer Responsibilities

Customers agree to:

• Provide accurate account and booking information.
• Provide a correct service address and GPS pin.
• Be available at the scheduled booking time.
• Prepare a clean and reasonably safe treatment space.
• Provide any required mat, mattress, sheet or towel where applicable.
• Treat therapists respectfully.
• Provide relevant booking or treatment notes where appropriate.
• Pay for completed services according to the selected payment method.
• Follow reasonable safety and service instructions.

19. Therapist Responsibilities

Therapists agree to:

• Attend accepted bookings professionally and on time where reasonably possible.
• Provide only services they are qualified and approved to provide.
• Maintain accurate profile, pricing, qualification and availability information.
• Bring required oils, tools or treatment equipment where applicable.
• Respect customer privacy, dignity and boundaries.
• Provide the service selected in the confirmed booking.
• Communicate professionally with customers and AnnurCare support.
• Reject inappropriate, unsafe or unlawful requests.
• Accurately confirm booking and payment status.
• Keep bank and payout information accurate.
• Comply with applicable platform policies and safety requirements.

20. Customer Information and Confidentiality

Therapists may receive customer information necessary to complete an AnnurCare booking, including customer name, service information, address, phone number, notes and booking details.

Therapists must use customer information only for legitimate purposes connected to AnnurCare bookings, service fulfilment, safety, support or other authorised platform functions.

21. In-App Chat and Communication

AnnurCare may provide in-app chat or other communication tools for customers and therapists associated with a booking.

Communication should remain relevant to the booking and must be respectful and lawful.

AnnurCare may review reported communication where necessary for safety, dispute handling, fraud prevention or enforcement of these Terms.

22. Prohibited Conduct

Customers and therapists must not use AnnurCare for inappropriate, unsafe, abusive, fraudulent or unlawful activity.

Prohibited conduct includes:

• Sexual services or sexual requests
• Harassment, threats, intimidation or abuse
• Discrimination or hate speech
• Fraudulent bookings or payment activity
• False identity or qualification information
• Repeated unjustified no-shows
• Refusal to pay for completed services
• Unsafe or illegal conduct at the booking location
• Misuse of another person's account or personal information
• Unauthorised sharing of customer or therapist information
• Attempting to manipulate reviews, bookings or payments
• Misuse of AnnurCare communication or safety-reporting tools

23. Unsafe Environments and Safety Reports

Therapists are not required to continue with a session where they reasonably believe that the environment, customer behaviour or circumstances are unsafe, inappropriate or materially different from the booking information.

Therapists may leave an unsafe situation and may submit a safety report through supported AnnurCare features.

Safety reports may be reviewed by AnnurCare and may result in warnings, account restrictions, suspension or other action.

24. No-Shows

If a therapist arrives at the confirmed location and the customer is unavailable or cannot reasonably be contacted, the therapist may report the issue to AnnurCare.

Repeated customer no-shows may result in account restrictions.

Repeated therapist no-shows or failure to attend accepted bookings may also result in review or account restrictions.

25. Ratings and Reviews

Customers may be permitted to rate or review therapists after a completed booking.

Reviews should be truthful, respectful and based on an actual service experience.

AnnurCare may remove or restrict reviews that are abusive, fraudulent, misleading, irrelevant, discriminatory or otherwise inconsistent with platform rules.

26. Account Restriction, Suspension or Removal

AnnurCare may restrict, suspend, revoke or remove customer or therapist accounts where reasonably necessary to protect users, payments, platform integrity or AnnurCare operations.

Reasons may include:

• False or misleading account information
• Fraud or suspected fraud
• Unsafe or abusive conduct
• Repeated unpaid bookings
• Repeated no-shows
• Repeated misuse of bookings or cancellations
• Invalid or misleading therapist qualifications
• Improper use of customer personal information
• Serious safety incidents
• Misuse of payment or payout functionality
• Violation of these Terms

27. Account Deletion

Customers and therapists may request deletion of their AnnurCare account through the AnnurCare account-deletion request page.

AnnurCare may need to verify the identity or ownership of the account before processing a deletion request.

Certain records may be retained where reasonably necessary for accounting, transaction records, fraud prevention, safety, dispute handling or legal and regulatory purposes.

28. Location Services

AnnurCare may use customer and therapist location information to support service-area matching, booking logistics, transport-fee calculations, navigation, active booking coordination and safety functionality.

Users are responsible for ensuring that the location and address information they provide is accurate.

Location features depend on device permissions, GPS availability, internet connectivity and supported app functionality.

29. Privacy

AnnurCare's collection, use, storage and sharing of personal information is explained in the AnnurCare Privacy Policy.

You should review the Privacy Policy together with these Terms.

View AnnurCare Privacy Policy

30. Third-Party Services

AnnurCare may rely on third-party services for payment processing, maps, notifications, email, hosting, communications and other platform functions.

Users may be subject to additional terms or privacy practices when interacting directly with third-party services.

AnnurCare is not responsible for outages or failures caused solely by third-party systems that are outside AnnurCare's reasonable control.

31. App Availability and Technical Requirements

AnnurCare requires an active internet connection for core functionality.

Certain features may also require location, notification, camera or other device permissions.

AnnurCare does not guarantee uninterrupted availability of every feature at all times.

Services may occasionally be unavailable due to maintenance, technical problems, payment-provider issues, network failure or other operational circumstances.

32. Emergency Situations

AnnurCare is not an emergency-response service.

In cases involving immediate danger, serious injury, urgent medical concerns or criminal activity, users should contact the appropriate emergency services or authorities.

AnnurCare support may be contacted afterwards regarding the relevant booking or account.

33. Independent Service Providers

Where therapists operate as independent service providers, AnnurCare acts primarily as the platform facilitating discovery, booking, communication, payment administration and related services.

Independent therapists remain responsible for the professional services they personally provide, subject to applicable AnnurCare platform rules and any separate agreement they may have with AnnurCare.

Nothing in these Terms should automatically be interpreted as creating an employment, partnership, agency or joint-venture relationship between AnnurCare and an independent therapist unless a separate written agreement expressly provides otherwise.

34. Limitation of Responsibility

AnnurCare provides technology and operational services that help connect customers and therapists and support booking, communication and payment workflows.

AnnurCare does not guarantee:

• A particular health or wellness result
• Complete therapist availability in every location
• That every booking request will be accepted
• That third-party services will always be available
• That individual service experiences will be identical

Nothing in these Terms is intended to exclude rights or responsibilities that cannot legally be excluded under applicable law.

35. Platform Changes

AnnurCare may modify, add, remove or improve features, service categories, payment methods, fees, booking rules, platform functionality or service areas over time.

Material changes may be reflected in updated app interfaces, policies, notices or revised Terms.

36. Governing Requirements

Users are responsible for complying with applicable laws and regulations when using AnnurCare.

These Terms should be interpreted together with applicable Malaysian laws and any mandatory consumer, payment, privacy, safety or professional requirements that apply to the relevant service.

37. Contact and Support

Customers and therapists may contact AnnurCare for booking, payment, account, safety, verification or service-related support.