ZILOY Malaysia - Payments, Cancellations and Refunds
- All applicable payments must be made in full before availing ZILOY services.
- Session booking(s) will only be confirmed after payment is received by ZILOY.
- If you are accessing services through a third-party or your organization, beyond the sessions included under your organization’s plan, your booking(s) will only be confirmed after ZILOY has received payment
- All purchased sessions/packages expire one (1) year from the date of purchase.
- For individual users, session fees depend on the pricing plan and selected clinician, as listed under “Care Plans” on our website.
- For users accessing sessions through their organization, any additional sessions beyond those included are charged as per the specific arrangements with their organization.
Cancellation & Rescheduling Policy
- If you need to reschedule or cancel, please notify us at least 24 hours in advance by emailing care@ziloy.my
- If notice is given less than 24 hours before the session, 50% of the session fee will be forfeited.
- If a ZILOY clinician must reschedule or cancel a session (with at least 24 hours’ notice), you will be informed via phone/email. In rare cases where less than 24 hours’ notice is given, you will be entitled to either:
- a free replacement session at a mutually agreed time, OR
- a full refund in line with the refund policy
- ZILOY and its clinicians reserve the right to review and discontinue services if a client has 3 or more consecutive last-minute cancellations/reschedules without a valid reason.
- Special exceptions may be made for emergencies or unusual circumstances at ZILOY’s discretion.
- Cancellations made with less than 24 hours’ notice: 50% of the session fee will be forfeited. The remaining 50% can be applied to a rescheduled session or refunded on request.
- If a clinician cancels a session with less than 24 hours’ notice: you will receive a free session OR a full refund.
- All refunds will be processed to the original payment method within 72 hours of approval.
- Refunds are not applicable for no-shows (see below).
- If client does not attend a confirmed session and fail to provide notice, 100% of the session fee will be forfeited.
- Arriving more than 15 minutes late to a session will be considered a no-show, and the session will be forfeited.
