Terms & Conditions
Last Updated: October 19, 2025
1. Acceptance of Terms
Welcome to Axtra Health Sdn Bhd ("Axtra Health," "we," "our," or "us"). By accessing or using our website, booking our services, or purchasing our products, you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, please do not use our website or services.
These Terms constitute a legally binding agreement between you and Axtra Health Sdn Bhd, a company registered in Malaysia.
2. Definitions
"Services" refers to all wellness protocols, sessions, and consultations offered by Axtra Health
"Products" refers to supplements and other items available for purchase
"Website" refers to axtrahealth.com and all associated domains
"User," "you," or "your" refers to any individual accessing our website or using our services
3. Eligibility
You must be at least 18 years of age and have the legal capacity to enter into contracts to use our services. By using our website, you represent and warrant that you meet these requirements.
If you are booking services or purchasing products on behalf of another person, you confirm that you have their authorization to do so.
4. Nature of Services - Wellness, Not Medical Treatment
IMPORTANT DISCLAIMER:
Axtra Health operates as a wellness and performance optimization center. We do NOT provide medical diagnosis, treatment, or advice. Our services and products are designed to support general wellness, vitality, and healthy lifestyle practices. They are NOT intended to diagnose, treat, cure, or prevent any disease or medical condition.
Our wellness protocols are complementary to, not a replacement for, professional medical care. You should always consult with a qualified healthcare professional before:
Starting any new wellness protocol or service
Beginning any supplement regimen
Making changes to your health routine, especially if you have existing medical conditions
If you are pregnant, nursing, or taking medications
If you are experiencing a medical emergency, please contact emergency services immediately. Do not rely on our services for urgent medical needs.
5. Booking and Appointments
5.1 How to Book
Services can be booked through our website, by phone, or by email. All bookings are subject to availability and confirmation by Axtra Health.
5.2 Booking Confirmation
Once you submit a booking request and payment is processed, you will receive a confirmation email with your appointment details. This confirmation constitutes acceptance of your booking.
5.3 Arrival and Preparation
Please arrive 10 minutes before your scheduled appointment time to complete any necessary paperwork and prepare for your session. Late arrivals may result in shortened session time or rescheduling, with no refund.
5.4 Health Disclosure
You are required to disclose any relevant health conditions, medications, allergies, or concerns before your session. Failure to disclose relevant health information may result in refusal of service without refund, and you assume all risks associated with non-disclosure.
6. Payment Terms
6.1 Payment Required
Payment is required at the time of booking to confirm your appointment. We accept credit cards, debit cards, and online banking transfers.
6.2 Pricing
All prices are displayed in Malaysian Ringgit (MYR) and are inclusive of applicable taxes unless otherwise stated. Prices are subject to change without notice, but confirmed bookings will honor the price at the time of booking.
6.3 Payment Security
All payments are processed securely through our payment service providers. We do not store your complete credit card information on our servers. Your card statement will show a charge from "Axtra Health Sdn Bhd."
6.4 Authorization
By providing payment information, you authorize Axtra Health to charge the total amount for services or products ordered.
7. Cancellation and Refund Policy
7.1 Cancellation by Customer
More than 48 hours before appointment: Full refund
24-48 hours before appointment: 50% refund or full credit toward a future service
Less than 24 hours before appointment: Non-refundable, but may be rescheduled once subject to availability
No-shows: Failure to attend without prior notice will forfeit the full payment
7.2 Rescheduling
You may reschedule your appointment up to 24 hours in advance at no charge, subject to availability. Rescheduling requests made less than 24 hours before your appointment may incur a rescheduling fee.
7.3 Refund Processing
Approved refunds will be processed within 14 business days to the original payment method. Please allow additional time for your financial institution to process the refund.
7.4 Cancellation by Axtra Health
If we must cancel your appointment due to staff illness, equipment failure, or other unforeseen circumstances, you will receive a full refund or the option to reschedule at no penalty.
7.5 Product Refunds
Unopened supplement products may be returned within 30 days of purchase for a full refund. Opened products are non-refundable due to health and safety regulations. Shipping costs are non-refundable. Products must be returned in original packaging and condition.
7.6 Refund Exceptions
Refunds may be denied if services have already been rendered, if there is evidence of policy abuse, or if you have violated these Terms.
8. User Obligations
As a user of our services, you agree to:
Provide accurate, current, and complete information when booking or creating an account
Maintain the confidentiality of your account credentials
Notify us immediately of any unauthorized use of your account
Disclose all relevant health conditions, medications, and concerns
Follow all pre-session and post-session instructions provided by our staff
Behave respectfully toward our staff and other clients
Comply with all applicable laws and regulations
9. Prohibited Uses
You may not use our website or services to:
Violate any local, state, national, or international law
Engage in fraudulent activity or misrepresent your identity
Transmit viruses, malware, or other harmful code
Interfere with or disrupt our website or servers
Attempt to gain unauthorized access to our systems or other users' accounts
Harass, abuse, or harm other users or staff members
Use our services for any unlawful or unauthorized purpose
Scrape, copy, or reproduce our content without permission
Violation of these prohibitions may result in immediate termination of your account and legal action.
10. Intellectual Property
All content on our website, including text, graphics, logos, images, videos, software, and other materials, is the property of Axtra Health Sdn Bhd or our licensors and is protected by Malaysian and international copyright, trademark, and other intellectual property laws.
You may not reproduce, distribute, modify, display, perform, or use any of our content without our prior written permission. You may view and print content for personal, non-commercial use only.
11. Health and Safety
11.1 Contraindications
Certain wellness protocols may not be suitable for individuals with specific health conditions. You are responsible for reviewing contraindications and consulting your healthcare provider before booking.
11.2 Assumption of Risk
You acknowledge that wellness protocols and supplements carry inherent risks, including but not limited to adverse reactions, discomfort, or lack of expected results. You voluntarily assume all risks associated with their use.
11.3 Right to Refuse Service
We reserve the right to refuse service to anyone who, in our professional judgment, may be at risk or for whom our services are contraindicated. No refund will be provided if service is refused due to undisclosed health conditions or contraindications.
11.4 Individual Results
Individual results may vary. We make no guarantees about specific outcomes, benefits, or results from our services or products.
12. Disclaimer of Warranties
OUR SERVICES AND PRODUCTS ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:
Warranties of merchantability or fitness for a particular purpose
Warranties that services will be uninterrupted or error-free
Warranties regarding the accuracy or completeness of information
Warranties of specific health outcomes or results
We do not warrant that our services will meet your expectations or that any errors will be corrected.
13. Limitation of Liability
IMPORTANT LEGAL LIMITATION:
TO THE FULLEST EXTENT PERMITTED BY MALAYSIAN LAW, AXTRA HEALTH SDN BHD, ITS DIRECTORS, EMPLOYEES, CONTRACTORS, AND AFFILIATES SHALL NOT BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES ARISING FROM:
Use of our services, products, or website
Reliance on information provided on our website or by our staff
Any health outcomes, adverse reactions, or lack of expected results
Errors, omissions, or inaccuracies in content
Unauthorized access to or use of our systems or your personal data
Interruption or cessation of services
Loss of data, profits, or business opportunities
OUR TOTAL LIABILITY FOR ANY CLAIM RELATED TO OUR SERVICES OR PRODUCTS SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SPECIFIC SERVICE OR PRODUCT GIVING RISE TO THE CLAIM.
Nothing in these Terms shall limit our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by Malaysian law.
14. Indemnification
You agree to indemnify, defend, and hold harmless Axtra Health Sdn Bhd, its directors, employees, contractors, and affiliates from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable legal fees) arising from:
Your use of our services or products
Your violation of these Terms
Your violation of any law or regulation
Your violation of any third-party rights
Any false or misleading information you provide to us
15. Privacy and Data Protection
Your use of our services is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal data in accordance with the Personal Data Protection Act 2010 (PDPA).
By using our services, you consent to the collection and use of your information as described in our Privacy Policy.
16. Third-Party Services
Our website and services may integrate with or link to third-party services (payment processors, analytics providers, etc.). We are not responsible for the content, privacy practices, or actions of these third parties. Your use of third-party services is at your own risk and subject to their terms and policies.
17. Modifications to Terms
We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website with an updated "Last Updated" date. Material changes will be notified via email to registered users or through a prominent notice on our website.
Your continued use of our services after changes take effect constitutes acceptance of the modified Terms. If you do not agree to the changes, you must stop using our services.
18. Termination
We reserve the right to suspend or terminate your account or access to our services at any time, with or without notice, for any reason, including but not limited to:
Violation of these Terms
Fraudulent or illegal activity
Abusive or disruptive behavior
Non-payment or chargebacks
Upon termination, your right to use our services will immediately cease. Termination does not relieve you of any obligations incurred prior to termination.
19. Dispute Resolution and Governing Law
19.1 Governing Law
These Terms shall be governed by and construed in accordance with the laws of Malaysia, without regard to conflict of law principles.
19.2 Jurisdiction
Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Malaysia.
19.3 Informal Resolution
Before initiating formal legal proceedings, we encourage you to contact us at info@axtrahealth.com to attempt to resolve the dispute informally.
20. Force Majeure
We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to natural disasters, pandemics, government actions, strikes, equipment failures, or internet service disruptions.
21. Severability
If any provision of these Terms is found to be invalid, unenforceable, or illegal by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
22. Entire Agreement
These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and Axtra Health Sdn Bhd regarding your use of our services and supersede all prior agreements and understandings.
23. Contact Information
If you have questions about these Terms, please contact us:
Axtra Health Sdn Bhd
Email: info@axtrahealth.com
Phone: +6013 7881663
Acknowledgment: By using our website, booking our services, or purchasing our products, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.