Terms of service

Effective date: [20 Oct 2026]

Last updated: [20 Oct 2026]

Website: [https://mymental.pphealthmalaysia.com/]

Operator: PP Health Malaysia (PPHM)

These Terms should be read together with our:

- Cookie Policy;

- Community Standards, if applicable;

- Provider Listing Rules, if applicable; and

- any additional terms presented when you use a particular feature.

- psychologists;

- psychiatrists;

- counsellors and therapists;

- social workers;

- support groups;

- rehabilitation services;

- crisis and helpline services;

- hospitals and clinics;

- community organisations;

- educational and self-help resources;

- wellbeing services; and

- other organisations or professionals that elect to appear in the directory.

The Website is an information and directory service. Unless expressly stated otherwise, it is not a healthcare provider, medical practice, counselling service, emergency service, referral agency, insurer, employer or professional regulator.

- diagnosis;

- treatment;

- therapy or counselling;

- psychiatric care;

- medical advice;

- a professional assessment;

- an emergency response;

- a formal referral; or

- legal, financial or safeguarding advice.

Nothing on the Website creates a clinician–patient, therapist–client, counsellor–client or other professional relationship between you and the Operator.

Do not delay seeking professional or emergency help because of information obtained through the Website.

2. attend the nearest emergency department or hospital, where appropriate; or

3. contact a recognised crisis service in your country.

The Website may provide crisis contacts for convenience, but we do not guarantee that a listed service is available, free, confidential, suitable for your location or able to respond immediately.

You are responsible for confirming emergency contact information and availability.

You may use the Services only if:

- you are legally capable of entering into a binding agreement;

- your use is lawful in the country where you access the Services; and

- you comply with these Terms.

If you are under the age of majority in your location, you may use the Services only with the involvement and consent of a parent, guardian or other responsible adult where required by law.

Service providers must ensure that they are legally permitted to advertise or offer their services in the locations and categories they select.

5.1 Information in listings

Listings may include:

- provider or organisation names;

- qualifications and professional memberships;

- registration information;

- service descriptions;

- specialisms;

- languages;

- location and accessibility details;

- fees and payment information;

- insurance or funding information;

- opening hours;

- contact details;

- booking links;

- online-service information;

- photographs, logos and other media; and

- reviews or ratings, where available.

The information may be supplied by a provider, a user, a partner, a public authority or another third party.

We do not guarantee that any listing is:

- accurate;

- complete;

- current;

- available;

- suitable for your needs;

- appropriately qualified;

- properly licensed or registered;

- insured;

- safe;

- affordable;

- accessible;

- independent;

- accepting new clients; or

- available in your location.

Information may become outdated without notice. You should verify relevant details directly with the provider and, where appropriate, with the relevant professional or regulatory body.

Each provider is solely responsible for:

- the accuracy and legality of its listing;

- the services it offers;

- its qualifications, licences, registrations and insurance;

- compliance with professional and advertising rules;

- its fees, cancellation terms and refund policies;

- its treatment, advice and communications;

- obtaining appropriate consent;

- protecting client information;

- safeguarding and reporting obligations; and

- all agreements made with users.

A listing does not constitute an endorsement, recommendation, certification, accreditation, referral or guarantee by the Operator.

Search results may be ordered using factors such as:

- location;

- availability;

- category;

- search terms;

- profile completeness;

- user preferences;

- relevance;

- provider settings;

- quality or moderation checks;

- paid placement; or

- other technical or commercial factors.

Where required by law, we will disclose when a listing or result has been sponsored, promoted or otherwise influenced by payment.

Search results should not be interpreted as a ranking of clinical quality or a recommendation.

We may, without obligation to do so:

- edit, reject, suspend or remove a listing;

- request evidence of qualifications or registration;

- restrict a provider’s account;

- correct information;

- investigate complaints;

- limit categories or locations;

- suspend paid promotion; or

- contact a provider or relevant authority.

We may take these actions where we reasonably believe that information is inaccurate, misleading, unlawful, unsafe, inappropriate or inconsistent with these Terms.

If you contact a provider through the Website, by telephone, email, booking link or another channel, your communication may take place outside the Website.

The Operator does not guarantee that:

- the provider will respond;

- the provider has vacancies;

- an appointment will be available;

- the provider is appropriate for your circumstances;

- the provider will keep an appointment;

- the information exchanged will remain within the Website; or

- a provider will accept responsibility for any communication sent through the Website.

You are responsible for reviewing the provider’s own terms, privacy notice, fees, cancellation policy and consent arrangements before using its services.

Some features may require you to create an account.

You agree to:

- provide accurate and current information;

- keep your login details confidential;

- use a strong password;

- notify us promptly of unauthorised access;

- not share your account with another person;

- not create an account for someone else without authority; and

- remain responsible for activity carried out through your account.

You must not use another person’s account or impersonate another person, provider or organisation.

We may suspend or close an account if we reasonably believe that it has been misused, compromised or used in breach of these Terms.

Users may be able to submit content, including:

- reviews and ratings;

- comments;

- provider corrections;

- questions;

- feedback;

- photographs;

- logos;

- profile information;

- messages; and

- other text, audio, video or material (“User Content”).

You are solely responsible for User Content that you submit. You must ensure that it:

- is accurate to the best of your knowledge;

- is relevant to the relevant listing or discussion;

- is based on your genuine experience, where it is presented as a review;

- does not disclose another person’s private or confidential information without lawful authority;

- does not contain sensitive health information about another person without appropriate consent;

- does not make unverified allegations of criminal, professional or abusive conduct;

- is not defamatory, threatening, abusive, discriminatory or harassing;

- is not misleading or deceptive;

- does not infringe intellectual property rights;

- does not contain malware or harmful code; and

- complies with applicable law.

Do not include unnecessary details about your diagnosis, treatment, medication, trauma, abuse, self-harm, suicide risk or other sensitive health information in public areas of the Website.

Reviews must reflect a genuine experience and must not be:

- fabricated;

- purchased;

- posted in exchange for an undisclosed benefit;

- submitted by a provider about itself;

- submitted by a competitor for the purpose of harm;

- repeatedly posted;

- manipulated;

- based solely on information copied from another source; or

- used to disclose confidential information.

We may remove, edit, decline to publish or restrict reviews where we reasonably believe that they breach these Terms, applicable law or our moderation rules. We do not guarantee that every review is checked or that reviews represent the views of the Operator.

Reviews are not clinical assessments and must not be treated as evidence of treatment quality or professional competence.

You retain ownership of your User Content. By submitting it, you grant the Operator a worldwide, non-exclusive, royalty-free, transferable and sublicensable licence to host, store, reproduce, format, adapt, translate, display, publish and distribute it for the purposes of operating, improving, promoting and protecting the Services.

This licence continues for as long as necessary for those purposes, subject to applicable law and our Privacy Notice.

You confirm that you have the rights and permissions necessary to grant this licence.

We may review User Content using human review, automated tools or both. We may use moderation tools to identify spam, fraud, harmful content, privacy risks, unlawful material or breaches of these Terms.

We are not required to monitor all content, and the absence of moderation does not mean that content is approved or endorsed.

You must not use the Services to:

- provide emergency assistance where you are not qualified or authorised;

- diagnose, treat or counsel another person without appropriate qualifications and consent;

- impersonate a professional, organisation or user;

- submit false, misleading or fraudulent information;

- manipulate search results, reviews or rankings;

- advertise unlawful or unlicensed services;

- harvest or collect personal information;

- identify, target or profile people based on mental health information;

- send unsolicited marketing or spam;

- upload malicious software or harmful code;

- interfere with the operation or security of the Website;

- attempt to gain unauthorised access;

- scrape, copy, republish or commercially exploit directory data without permission;

- use automated systems contrary to our instructions;

- reverse engineer or bypass security measures;

- use the Website to discriminate, harass, threaten or exploit someone;

- expose another person’s confidential information;

- facilitate self-harm, suicide, violence or abuse;

- promote unsafe or fraudulent health claims;

- use the Services to recruit or target vulnerable people unlawfully;

- infringe copyright, trade marks, privacy or other rights;

- use the Website for unlawful surveillance or data enrichment; or

- encourage another person to breach these Terms.

We may report suspected unlawful conduct to law-enforcement, regulators, safeguarding bodies or other appropriate organisations where permitted or required by law.

Mental health services may involve children, adults at risk and other vulnerable people.

Providers are responsible for complying with all applicable safeguarding duties, including:

- obtaining appropriate consent;

- verifying identity where necessary;

- maintaining appropriate professional boundaries;

- following safeguarding and reporting procedures;

- complying with mandatory reporting duties;

- protecting records and communications; and

- ensuring that staff and contractors are suitably trained and supervised.

The Operator does not supervise provider-client relationships and cannot guarantee that a provider will meet any particular safeguarding standard.

If you have a safeguarding concern relating to a listing or communication made through the Website, contact us using the details in Section 24. If there is an immediate risk, contact emergency services or the appropriate safeguarding authority.

Use of the Services is subject to our Privacy Notice.

Mental health information, diagnoses, treatment details, medication information, crisis information and information about a person’s emotional or psychological condition may constitute sensitive or special-category personal data under applicable law.

You should:

- disclose only information that is necessary;

- avoid posting sensitive information publicly;

- obtain appropriate consent before submitting information about another person;

- use secure and appropriate channels for confidential communications;

- check a provider’s privacy practices before sharing information; and

- avoid assuming that directory communications are clinically confidential.

The Operator may process information for purposes described in the Privacy Notice, including providing the Services, preventing fraud, moderating content, responding to enquiries, maintaining security and complying with legal obligations.

The Website may link to third-party services. We are not responsible for their privacy practices, security or content.

The Website may contain links, booking tools, payment services, maps, video platforms, social-media features and other third-party services.

Third-party services are governed by their own terms and privacy notices. We do not control or guarantee:

- their availability;

- accuracy;

- security;

- accessibility;

- suitability;

- professional standards;

- fees;

- privacy practices; or

- compliance with applicable law.

A link or integration does not constitute an endorsement or recommendation.

The Website may offer paid services to providers, such as:

- enhanced profiles;

- sponsored listings;

- featured placement;

- subscription plans;

- advertising;

- lead-generation services; or

- other promotional services.

Providers agree to pay the fees displayed at the time of purchase or set out in an applicable order, plan or agreement.

Unless stated otherwise:

- fees are payable in advance;

- fees may renew automatically;

- taxes may be added;

- payment obligations are non-cancellable and non-refundable except as required by law or expressly agreed;

- providers must maintain valid payment details; and

- we may suspend paid features for overdue amounts.

Paid placement may affect how a listing appears. We will use labels such as “sponsored”, “featured”, “advertisement”, "branded", "announcement" or similar wording where required by law or where appropriate to avoid misleading users.

Payment does not guarantee enquiries, bookings, visibility, outcomes or user satisfaction.

Unless expressly stated otherwise, the Operator does not process or control payments between users and providers.

Fees, deposits, cancellation charges, refunds, insurance claims and disputes between users and providers are matters between those parties.

The Website and its content, excluding User Content and third-party material, may include:

- software;

- design;

- layout;

- text;

- graphics;

- logos;

- trade marks;

- databases;

- search tools;

- compilations;

- data structures; and

- other intellectual property.

These materials belong to the Operator or its licensors and are protected by applicable intellectual property laws.

Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable licence to access and use the Website for personal, non-commercial purposes.

You must not:

- reproduce or republish the Website;

- copy or systematically extract directory data;

- create a competing database;

- modify or create derivative works;

- remove ownership notices;

- sell, licence or distribute Website content;

- frame or mirror the Website; or

- use our trade marks without written permission.

Providers grant the Operator permission to use their names, logos, listing information and submitted materials to operate and promote the Services, subject to any applicable agreement.

We aim to make the Website reasonably accessible and usable. However, we do not guarantee that every feature will be compatible with every device, assistive technology or accessibility requirement.

If you encounter an accessibility barrier, please contact us using the details in Section 24 and include:

- the page or feature affected;

- the device or technology used;

- the nature of the difficulty; and

- any alternative format or assistance requested.

We may change, suspend or discontinue all or part of the Services at any time, including for:

- maintenance;

- security;

- technical reasons;

- legal or regulatory requirements;

- changes to our business;

- provider or content concerns; or

- prevention of misuse.

We do not guarantee that the Website will always be:

- available;

- uninterrupted;

- error-free;

- secure;

- compatible with your device;

- free from viruses or harmful components; or

- preserved indefinitely.

You are responsible for maintaining suitable devices, software, internet access and security protections.

To the maximum extent permitted by law, the Services and all information, listings and content are provided on an “as is” and “as available” basis.

We disclaim warranties and representations, whether express, implied or statutory, concerning:

- accuracy;

- completeness;

- reliability;

- availability;

- fitness for a particular purpose;

- satisfactory quality;

- non-infringement;

- merchantability;

- professional competence;

- clinical quality;

- safety;

- suitability;

- licensing or registration;

- confidentiality;

- security;

- outcomes; and

- uninterrupted operation.

We do not guarantee that use of the Website will result in:

- a suitable provider;

- an appointment;

- successful treatment;

- recovery or improvement;

- crisis support;

- accurate diagnosis;

- a particular mental health outcome; or

- resolution of any dispute.

Nothing in these Terms excludes or limits any warranty, right or remedy that cannot lawfully be excluded or limited.

To the maximum extent permitted by law, the Operator and its officers, employees, contractors, agents, licensors and service providers will not be liable for:

- injury, loss or damage arising from use of a listed service;

- treatment, advice, diagnosis or conduct of a provider;

- inaccurate, incomplete or outdated listing information;

- missed, cancelled or unavailable appointments;

- communications between users and providers;

- disclosure or misuse of information by a third party;

- reliance on content or search results;

- User Content;

- third-party websites or services;

- loss of data;

- security incidents not caused by our breach of applicable law;

- loss of profits, revenue, business, goodwill or opportunity;

- indirect, incidental, special, exemplary or consequential loss; or

- any event outside our reasonable control.

Subject to mandatory law, our total aggregate liability arising from or relating to the Services will not exceed the greater of:

- the amount you paid to us for the relevant Services during the 12 months before the event giving rise to the claim; or

- [RM100].

This limitation does not apply to liability that cannot legally be limited, including liability for death or personal injury caused by negligence where exclusion is prohibited, fraud or fraudulent misrepresentation, or any other liability that applicable law requires us to accept.

To the maximum extent permitted by law, you agree to indemnify and hold harmless the Operator and its officers, employees, contractors, agents, licensors and service providers from claims, losses, liabilities, costs and expenses, including reasonable legal fees, arising from or relating to:

- your breach of these Terms;

- your User Content;

- your misuse of the Services;

- your violation of another person’s rights;

- your dealings with a provider or user;

- your breach of privacy, confidentiality or data-protection obligations; or

- your violation of applicable law.

This indemnity does not apply to the extent that a claim results from the Operator’s own unlawful conduct or liability that cannot legally be transferred to you.

If you believe that a listing, review, message or other content is inaccurate, unsafe, unlawful or inappropriate, you should report it to us promptly.

A report should include:

- the relevant URL or listing;

- the specific concern;

- supporting information, where available;

- whether there is an immediate safety risk; and

- your contact details, if you want a response.

We may investigate, request additional information, contact the relevant provider, restrict content or take no action where we cannot verify the concern.

We do not guarantee a particular outcome or timetable.

For complaints about a provider’s professional conduct, contact the relevant professional regulator or licensing body in the applicable location. For immediate danger, contact emergency services.

We may suspend or terminate your access to the Services if we reasonably believe that:

- you breached these Terms;

- your use creates a risk to users, providers or the Operator;

- you provided false or misleading information;

- your account has been compromised;

- you engaged in fraud, abuse or unlawful conduct;

- suspension is required by law; or

- the Services are being discontinued.

You may stop using the Services at any time. If you have an account, you may request closure subject to our legal, security, fraud-prevention and record-keeping obligations.

Termination will not affect provisions that are intended to continue, including those concerning intellectual property, privacy, disclaimers, liability, indemnity, disputes and interpretation.

We may amend these Terms from time to time.

When we make material changes, we may notify you by:

- posting an updated version;

- changing the “last updated” date;

- displaying a notice on the Website;

- sending an email; or

- using another legally permitted method.

Your continued use of the Services after the effective date of revised Terms means that you accept them. If you do not agree to the changes, you must stop using the Services.

These Terms are governed by the laws of Malaysia, without regard to conflict-of-law rules.

Subject to any mandatory consumer rights, the courts of [insert jurisdiction] will have exclusive jurisdiction over disputes arising from or relating to these Terms or the Services.

If required or preferred, disputes may first be referred to:

- an internal complaints process;

- mediation;

- an ombudsman;

- a consumer-protection authority; or

- another approved dispute-resolution scheme.

Nothing in this Section prevents a person from exercising a mandatory statutory right or seeking urgent legal relief.

For questions, complaints, accessibility requests, privacy matters or content reports, contact:

Operator: PP Health Malaysia (PPHM)

Email: editor@pphm.life

Safeguarding contact: editor@pphm.life

Privacy contact or Data Protection Officer: editor@pphm.life

For emergency assistance, do not rely on these contact details. Contact your local emergency service or an appropriate crisis service immediately.

These rules apply to every provider, organisation, advertiser or other person who creates or manages a listing.

You must:

- be legally authorised to provide the services advertised;

- hold required licences, registrations, certifications and insurance;

- provide services only within your lawful scope of practice;

- comply with professional and advertising standards;

- provide accurate contact and business information; and

- update your listing promptly when information changes.

You must not:

- claim qualifications you do not hold;

- use a protected professional title unlawfully;

- imply registration with a body without current registration;

- misrepresent memberships, awards or accreditations;

- claim specialist expertise without an appropriate basis; or

- imply that the Operator has verified qualifications unless the listing expressly states what was verified and when.

The Operator may request supporting documents or links to official registers.

Listings must not contain claims that are false, misleading, unsubstantiated or likely to create unreasonable expectations.

Avoid claims such as:

- guaranteed recovery;

- guaranteed results;

- permanent cures;

- immediate treatment of complex conditions;

- superiority over all other providers;

- scientifically proven claims without reliable evidence; or

- statements discouraging appropriate medical or emergency care.

Providers must clearly state or accurately communicate:

- fees or fee ranges, where required;

- cancellation terms;

- whether reduced-fee or publicly funded places are available;

- accepted payment methods;

- insurance arrangements;

- online or in-person availability;

- relevant geographical limits; and

- whether they are accepting new clients.

Providers must treat users fairly and respectfully and must not discriminate unlawfully.

Providers must maintain appropriate boundaries and must not use the directory to:

- exploit vulnerable people;

- pressure users into unnecessary services;

- request excessive personal information;

- obtain inappropriate testimonials;

- solicit sexual or romantic relationships;

- threaten or intimidate users;

- discourage complaints; or

- retaliate against a person who leaves a review or raises a concern.

Providers must use appropriate systems to protect user information and must comply with applicable privacy, confidentiality and data-protection laws.

Providers must not publish client information, case details, images or testimonials without valid, informed and documented consent where required.

Providers must not:

- submit fake reviews;

- ask staff or connected persons to pose as clients;

- offer payment for positive reviews;

- threaten users over reviews;

- manipulate ratings; or

- disclose confidential information in response to criticism.

Providers may report reviews that they reasonably believe breach these Terms, but reporting a review does not guarantee removal.

Providers must promptly correct:

- closed or suspended services;

- expired registration;

- changed fees;

- changed locations;

- changed contact details;

- changed availability;

- changes to accessibility;

- changes to specialisms; and

- any material information that could affect a user’s decision.

Before choosing or contacting a service provider:

1. Check the provider’s qualifications and registration where relevant.

2. Confirm that the provider offers the type of support you need.

3. Ask about fees, cancellation charges and funding.

4. Confirm whether the provider is accepting new clients.

5. Ask how your information will be handled.

6. Ask what to do outside appointment hours.

7. Ask what happens if your symptoms become urgent.

8. Consider whether the provider is suitable for your language, culture, disability and accessibility needs.

9. Do not share more personal information than is necessary.

10. Seek urgent help separately if there is an immediate risk to life or safety.

A directory listing is not a recommendation, endorsement or guarantee.