Introduction

MINDAKAMI  (“MINDAKAMI”, “we, “our”, or “us”) is committed to protecting your personal data and respecting your privacy. This Privacy Policy sets out how we collect, use, store, disclose, and protect personal data in accordance with the Personal Data Protection Act 2010 (PDPA) of Malaysia and other applicable laws.

This Privacy Policy applies to all personal data collected by MINDAKAMI through our website, online and in-person services, consultations, therapy sessions, assessments, and related communications.

By providing your personal data to us and/or accessing or continuing to use our website and services, you acknowledge that you have read and understood this Privacy Policy and consent to the processing of your personal data in the manner described herein.

1. Types of Personal Data We Collect

We collect personal data necessary for the provision of mental health services and operational management to be processed by us and/or on your behalf in the course of your present and future dealings with MINDAKAMI, including, but not limited to:

Personal Identification Information

• Full name
• Identification or passport number, where required
• Date of birth
• Gender
• Nationality
• Marital status, where clinically relevant

Contact Information

• Residential or mailing address
• Telephone number
• Email address
• Emergency contact details

Health and Clinical Information

• Mental health and medical history
• Information disclosed during consultations, therapy, or assessments
• Psychological assessment results and reports
• Therapy notes and session records

Administrative and Financial Information

• Appointment records
• Billing and payment information
• Online and Technical Information

Information Related to Online Sessions

• IP address and browser information when accessing our website
• Communication records via digital platforms

For clients under 18 years of age, personal data may be collected from parents or legal guardians who have the authority to provide consent and responsible for booking, payment and communication.

2. Purpose of Collection and Processing

Personal data is collected and processed for the following purposes including but not limited to :

• Provision of psychological, counselling, therapy, and assessment services
• Conducting clinical consultations, assessments, and treatment planning
• Appointment scheduling, billing, and internal administration
• Communication regarding care and services
• Ensuring client safety and continuity of care
• Compliance with legal, regulatory, and professional obligations
• Maintenance of clinical, administrative records and service improvements

MINDAKAMI shall not use personal data for purposes unrelated to the provision of services without prior consent, unless required or permitted by law.

3. Sources of personal data

MINDAKAMI may obtain client’s personal data from the following sources including but not limited to:

• Personal data provided directly by you in the course of engaging MINDAKAMI’s services, including through our website, online or in-person services, therapy sessions, assessments, and related communications;
• Personal data submitted when registering, completing forms, bookings, payments, rescheduling, cancellations, or other administrative processes, whether electronically or in person;
• Communications between you and MINDAKAMI, including via email, telephone, messaging applications, social media platforms, or other authorised communication channels;
• Intake forms, consent forms, questionnaires, assessments, surveys, or other documentation completed in connection with the provision of services;
• Where services involve child or adolescent clients, personal data provided by parents or legal guardians on behalf of the client; and
• Personal data obtained from third parties, including authorised representatives, referral sources, service providers, payment processors, regulatory bodies, or law enforcement authorities, where such disclosure is necessary for the provision of services, compliance with legal or regulatory obligations, or otherwise permitted by applicable laws.

4. Consent

By engaging our services or submitting personal data information to MINDAKAMI, you consent to the collection, use, processing and disclosure of your personal data in accordance with the Privacy Policy.

All clinical services are subject to informed consent processes conducted by qualified practitioners in accordance with applicable laws, ethical guidelines, and professional standards. Consent may be withdrawn at any time by written notice, where such withdrawal shall be subject to applicable laws, professional obligations and MINDAKAMI’s ability to continue providing services. Withdrawal of consent may affect the availability or continuation of services provided to you.

5. Disclosure of Personal Data

MINDAKAMI does not sell, trade, or rent personal data to any third party without your prior consent except where such disclosure is required or permitted under applicable laws

Personal data may be disclosed  where reasonably necessary, including but not limited to the following circumstances:

• To healthcare professionals or allied health practitioners for purposes of referral, continuity of care, or service provision, subject to client’s consent where required;
• To government authorities, regulatory bodies, or law enforcement agencies where disclosure is required or permitted by law;l
• Pursuant to a lawful court order, regulatory directive, or statutory obligations;
• To authorised practitioners, employees, auditors, legal advisers, or professional consultants who are subject to confidentiality obligations, where disclosure is necessary for compliance, governance or the proper administration of services;
• Where disclosure is necessary to protect the health, safety, or welfare of the client or other individuals, in accordance with applicable laws and professional ethical obligations;
• Where applicable, to third-party service providers or data processors (including technology providers, payment processors, and administrative support providers) where such disclosure is necessary for the provision or administration of services.

In relation to clients under 18 years of age, disclosures may be made in accordance with the Child Act 2001 and other applicable Malaysian laws where there are reasonable grounds to suspect abuse, neglect, or risk of harm.

6. Confidentiality

All information, including personal data, disclosed during therapy sessions, assessments, or related clinical communications is treated as confidential.

Confidentiality may be limited where disclosure is required by law, necessary to prevent serious harm, or permitted under applicable professional ethical obligations. Further details regarding confidentiality and its limitations are explained in MINDAKAMI’s informed consent documentation and this Privacy Policy.

7. Accuracy of Personal Data

MINDAKAMI takes all reasonable steps to ensure that personal data under its control is accurate, complete, up-to-date, and not misleading. The accuracy of personal data depends, to a significant extent, on the information you provide.

By providing personal data to MINDAKAMI, you warrant that the information submitted is accurate, complete, and current to the best of your knowledge. You agree to promptly inform MINDAKAMI of any changes or updates to your personal data, including for child or adolescent clients, through the contact details provided by MINDAKAMI.

Failure to provide accurate or updated personal data may affect MINDAKAMI’s ability to provide services, process payments, issue reports, or maintain continuity of care.

8. Personal Data of Minors

Where personal data relates to an individual under 18 years of age, consent for collection, use, processing, and disclosure of personal data must be provided by a parent, legal guardian, or a person with parental responsibility in accordance with PDPA.

By providing personal data of a minor, you represent and warrant that you have the authority to provide consent on behalf of the minor and acknowledge your responsibility to ensuring the accuracy, completeness and currency of such information.

9. Services Under the Employee Assistance Programme (EAP)

Where services are provided under an Employee Assistance Programme (“EAP”) or its equivalent arrangement, personal data may be processed in accordance with contractual obligations between MINDAKAMI and the participating organisation.

MINDAKAMI remains committed to client confidentiality. Any information disclosed to an employer or organisation will be limited to information that is reasonably necessary and shared only in the following circumstances:

• The client has provided verbal and/or written consent; or
• Disclosure is required by law or necessary to prevent serious harm to the client or others; or
• Disclosure is required for workplace safety or regulatory compliance

Information shared under EAP arrangements typically does not include detailed clinical notes or full assessment reports, unless expressly consented to by the client and reasonably required for the purpose of disclosure.

Clients receiving EAP services will be informed, prior to commencement, of the nature, purpose, and limits of confidentiality applicable to the services.

10. Job Applicants

Personal data provided by individuals applying for employment, internships, or professional engagement with MINDAKAMI will be collected and used solely for recruitment, selection and related administrative purposes.

This may include:

• Assessing suitability for a role;
• Verifying qualifications, professional registration, or work experience;
• Conducting reference checks, where applicable

Personal data of job applicant may be disclosed to third parties, such as educational institutions or former employers, where relevant, solely for verification purposes, , and in accordance with applicable laws.

Unsuccessful applications may be retained for a reasonable period to consider future opportunities, unless the applicant requests that their personal data be removed.

11. Use of Artificial Intelligence (AI) and Digital Tools

MINDAKAMI may utilise artificial intelligence (“AI”) enabled tools and digital systems to support certain administrative, operational, and service-related functions including but not limited to documentation support, data organisation, service improvement, or website functionality.

AI tools are not used as a substitute for professional judgment. All clinical decisions, assessments, diagnoses, and therapeutic interventions are conducted by qualified mental health practitioners in accordance with applicable laws, ethical guidelines, and professional standards.

MINDAKAMI takes reasonable measures to ensure that any processing involving AI complies with the PDPA, confidentiality obligations, and data security requirements. Personal data is not used for automated decision-making that produces legal or significant effects on clients without appropriate human oversight.

MINDAKAMI does not permit the use of artificial intelligence tools to independently analyse therapy content or make clinical determinations without practitioner involvement.

12. Storage and Security of Personal Data

Personal data collected by MINDAKAMI is stored in both physical and digital formats. MINDAKAMI implements reasonable technical, physical, electronic and organisational measures to protect personal data from unauthorised access, loss, misuse, alteration, or disclosure wherever possible in accordance with applicable laws.

While MINDAKAMI strives to safeguard personal data, no electronic or online system is completely secure, and communications over the Internet, including email, may be transmitted through multiple routes. MINDAKAMI shall not be responsible for unauthorised access, interception, or loss of personal data that is beyond our reasonable control. All employees, service providers, and other third parties with access to personal data are required to maintain confidentiality and process the data solely for purposes outlined in this Privacy Policy.

13. Retention of Personal Data

MINDAKAMI retains personal data only for as long as necessary to fulfil its intended purpose, provide services, meet administrative requirements or in compliance with applicable laws, ethical guidelines, and professional standards. Once your personal data is no longer required, it shall be securely destroyed or anonymized from our records and system in a manner that prevents reconstruction or identification in accordance with our retention policy and in compliance with PDPA.

14. Your Rights as a Data Subject

Subject to the exceptions provided under the PDPA, you have the right to:

• Request access to your personal data
• Request correction of inaccurate or incomplete data or outdated personal data;
• Withdraw consent to the collection, use or disclosure of personal data, subject to applicable legal, ethical and professional limitations;
• Request restriction of processing of your personal data for specific purposes.

For clients under 18 years of age, these rights may be exercised by a parent or legal guardian. All requests are subject to verification and MINDAKAMI shall respond in accordance with applicable law, professional guidelines or ethical considerations and internal procedures.

MINDAKAMI reserve the right to refuse requests to access or correct personal data for reasons permitted under the law, including but not limited to where :

• The cost of providing access is disproportionate to the risks to your privacy;
• Granting access or making corrections may infringe the rights of other individuals; or
• Other lawful exceptions apply under the PDPA or other applicable legislation.

15. Use of Cookies

MINDAKAMI’s website may use cookies to improve functionality, performance and user experience. Cookies do not collect sensitive health data and are primarily anonymous. Some cookies may be used by third parties to provide MINDAKAMI with aggregated information about website usage or engagement.

You may configure or disable cookies through your browser settings. Disabling cookies may affect certain website features or functionality.

16. Third-Party Websites

MINDAKAMI’s website may contain links to third-party websites or platforms that are not operated or controlled by MINDAKAMI where such websites do not operate under this Privacy Policy. MINDAKAMI shall not be responsible or liable for the content, privacy practices, or handling of personal data by those external websites.

In the event you choose to access third-party websites where you provide the personal data directly to those parties, such personal data shall be subject to the respective third party’s privacy policy/personal data protection policy (if any) and not to this Privacy Policy. MINDAKAMI recommends you to read and understand the applicable privacy policies of such third parties before submitting any personal data.

17. Transfer of Your Personal Data

MINDAKAMI information systems, service providers, or technology platforms may involve the processing or storage of personal data outside Malaysia, including through cloud-based storage or third-party service providers.

Where personal data is transferred, processed, stored, or accessed outside Malaysia, MINDAKAMI will take reasonable steps to ensure that such personal data is afforded a level of protection comparable to that required under the PDPA. This includes ensuring that service providers, or professionals practitioners engaged by MINDAKAMI are subject to appropriate contractual, technical, and organisational safeguards. By continuing to use MINDAKAMI’s services, you acknowledge and consent to such cross-border processing where necessary for service provision or operational purposes.

18. Amendments to This Privacy Policy

Unless expressly stated otherwise, MINDAKAMI reserves the right, at its discretion, to modify, add to, delete from or otherwise amend and update these Privacy Policy from time to time to reflect changes in legal requirements or professional practices. Any updated version will be published on our website with the revised date indicated.

Continued use of our website or services after such updates and changes have been published constitutes your acceptance of the updated Privacy Policy. It shall be your responsibility to review this Privacy Policy periodically to remain informed of any changes.

This Privacy Policy does not replace clinical informed consent, which is obtained separately as part of therapeutic and assessment services.

Contact Information

MINDAKAMI

Address: PS-2-2, Pelangi Sentral Damansara, PJU 6, Persiaran Surian, Pelangi Damansara, 47800 Petaling Jaya, Selangor

Last updated: 18 January 2026

MINDAKAMI

1. Introduction

Welcome to MINDAKAMI ("MINDAKAMI", "we", "our", or "us"). These Terms and Conditions govern your access to and use of our website located at www.mindakami.org or such other website address we may operate from time to time, our booking system and the provision of mental health and related services.

By accessing our website, booking an appointment, or receiving services from MINDAKAMI, you agree to be bound by these Terms and Conditions, together with our Privacy Policy and Refund and Cancellation Policy, which form part of this agreement. If you do not agree to be bound by this agreement, you must not proceed to access or use the website or services.

In the event of any inconsistency or discrepancy between these Terms and any other materials presented to you by MINDAKAMI, these terms shall prevail.

2. Scope of Services

MINDAKAMI provides mental health and allied services including, but not limited to, therapy, counselling, assessments, consultations, group services, and Employee Assistance Programme (EAP) services.

Services may be provided in person or online and are delivered by qualified practitioners in accordance with applicable laws, ethical guidelines, and professional standards.

For clients under 18 years of age, services are provided with the involvement and consent of a parent or legal guardian.

3. Use of Website

The content on this website is provided for general information purposes only and does not constitute medical or psychological advice nor an endorsement, representation or warranty that any particular medication or treatment is appropriate or effective for you.

You agree to use the website solely for its intended and lawful purposes and not to misuse the website, attempt unauthorised access, or use the website in a manner that interferes with its normal operation.

All content on this website, including text, images, logos, and other materials, is the intellectual property of MINDAKAMI unless otherwise stated. Reproduction, distribution, commercial use or modification of any content or data, or breach or attempts to breach the website’s security or defense systems without prior written permission is strictly prohibited.

4. Service Availability and Online Disruptions

While MINDAKAMI strives to provide continuous access to the website and online services, we do not guarantee uninterrupted or error-free operation. Access to the website or online services may be temporarily unavailable due to maintenance, updates, technical issues, or other reasons beyond our control. You acknowledge that such access may also be affected by limitations or problems inherent in the use of the internet and electronic communications, including, but not limited to, devices used by you or MINDAKAMI being faulty, disconnected from the internet, out of range, switched off, or otherwise not functioning. Neither MINDAKAMI nor its practitioners shall be responsible for any delays, delivery failures, interruptions, loss, damage or inconvenience arising from such temporary disruptions.

5. Bookings, Fees, and Payments

Appointments are subject to practitioner availability and confirmation by MINDAKAMI.

Fees are as quoted at the time of booking and certain services may require advance or full payment prior to confirmation. Where services are offered as packages, they are subject to the validity periods and usage terms communicated at the time of purchase.

All matters relating to rescheduling, cancellations, refunds, late arrivals, and no-shows are governed by our Refund and Cancellation Policy, which you are required to review and accept at the time of booking.

6. Client Responsibilities

You agree to provide accurate and complete information when booking services and to notify MINDAKAMI of any changes that may affect your care. You must disclose any relevant medical or mental health conditions, medications, or other information that may impact the services provided. MINDAKAMI shall not be liable for any issues or adverse outcomes arising from incomplete or inaccurate information, or non-disclosure.

You are responsible for attending appointments on time, complying with all MINDAKAMI policies and adhering to our Refund and Cancellation Policy regarding rescheduling, cancellations, and missed appointments. For clients under 18 years of age, the parent or legal guardian who made the booking is responsible for attendance, communication, and payment and must provide consent for participation in services rendered.

You agree to engage respectfully with practitioners, staff, and other clients, and to maintain appropriate professional boundaries at all time. For online sessions and services, you are responsible for ensuring a private, safe, and secure environment. MINDAKAMI is not liable for interruptions, breaches of privacy, or technical issues arising from your environment or technology. You also agree to provide and maintain accurate contact information and acknowledge that MINDAKAMI is not responsible for missed communications due to outdated or incorrect details.

7. Privacy and Confidentiality

MINDAKAMI is committed to protecting your personal data and maintaining the confidentiality of all information disclosed in the course of providing our services. The collection, use, storage, processing and disclosure of personal data shall be undertaken in accordance with the Personal Data Protection Act 2010 (PDPA), and any applicable subsidiary legislation, guidelines or regulations, and as further set out in  our Privacy Policy.

All information disclosed by you whether orally, in writing, electronically, or otherwise, in the course of or in connection with the provision of the services, including but not limited to assessments, consultations, and related communications, shall be treated as confidential.

Notwithstanding of the above, confidentiality may be limited in circumstances required by law, regulation, court order or lawful request by a competent authority, where there is a necessity to prevent or reduce a serious and imminent risk of harm to you or to any other person, or in accordance with professional, ethical, or regulatory obligations applicable to practitioners.

Further particulars relating to the management of personal data, confidentiality obligations, and the circumstances under which disclosure may be made are set out in MINDAKAMI’s Privacy Policy and informed consent documents, which shall be read together with and form an integral part of these Terms and Conditions.

8. Employee Assistance Programme (EAP)

Where services are provided to you pursuant to an Employee Assistance Programme (“EAP”), such services shall be subject to additional terms and conditions arising from the contractual arrangements between MINDAKAMI and the relevant participating organisation. You acknowledge that these arrangements may impose certain administrative or reporting obligations on MINDAKAMI in connection with the provision of the services.

Any disclosure of information under an EAP arrangements shall be limited in scope and shall be made strictly in accordance with client’s consent, applicable laws, and professional, ethical and regulatory obligations applicable to practitioners. Unless otherwise expressly consented to by you or required or permitted by law, such disclosure, shall be confined to non-clinical, aggregated, or administrative information only.

All matters relating to confidentiality, personal data protection, and permissible disclosures under an EAP arrangement are set out in MINDAKAMI’s Privacy Policy and the applicable EAP consent documentation, which shall be read together with and form an integral part of these Terms and Conditions.

9. Referrals and Continuity of Care

MINDAKAMI or the assigned practitioner may, where clinically appropriate, recommend referrals to internal or external healthcare professionals for the purpose of supporting continuity and quality of care. Any such referral is made in the professional judgment of the practitioner and does not constitute a guarantee of outcome or results..

Where a referral is made to an external provider, such provider operates independently of MINDAKAMI, and MINDAKAMI does not assume any responsibility or liability for the acts, omissions, services, advice, or treatment provided by such external provider. Your engagement with any external provider shall be at your own discretion and subject to the terms and conditions imposed by that provider. and any liability in relation to such services shall be borne wholly and solely by the external provider.

10. Limitation of Liability

MINDAKAMI shall provide the services with reasonable care, skill and diligence in accordance with applicable professional standards. You agree and acknowledge that the outcomes of mental health services may vary between individuals and that no specific results or outcomes are guaranteed.

To the fullest extent permitted by law, MINDAKAMI shall not be liable for any indirect, incidental, special or consequential loss or damage, including but not limited to loss of profit, loss of opportunity, or loss of data, arising out of or in connection with your access to or use of our website or the services.

Nothing in these Terms and Conditions shall operate to exclude or limit any liability which cannot be lawfully excluded or limited under applicable Malaysian law.

11. Suspension or Termination of Services

MINDAKAMI reserves the sole and absolute right, at its discretion, to suspend or terminate the provision of the services where continued provision is no longer clinically appropriate, where there are repeated or material breaches of clinic policies, or these Terms and Conditions, or where suspension or termination is required in order to comply with applicable professional, ethical or regulatory obligations.

Where reasonably practicable, MINDAKAMI shall provide prior notice of any suspension or termination and may, where appropriate, discuss alternative options for care or facilitate referrals to other service providers. Nothing in this clause shall oblige MINDAKAMI to continue providing the services where, doing so would be contrary to professional judgment or legal obligations of the practitioners.

Any suspension or termination of the services shall be subject to MINDAKAMI’s applicable Refund and Cancellation Policy. Unless otherwise stated in writing, fees paid for services already rendered shall be non-refundable, and any entitlement to refunds for prepaid or unused sessions shall be determined in accordance with such policies.

12. Disputes and Complaints

Any concerns or disputes relating to the services or charges imposed, you are encouraged to contact MINDAKAMI directly in the first instance to seek an amicable resolution. MINDAKAMI shall endeavour to review and address such concerns within a reasonable time.

Complaints relating to professional conduct may be submitted in accordance with procedures outlined on our website or as otherwise provided upon request and shall be handled in accordance with applicable professional, ethical and regulatory requirements.

You agree and acknowledge that initiating a chargeback, payment reversal or formal dispute with a financial institution without first contacting or engaging MINDAKAMI to seek resolution may result in suspension of future booking privileges or access to the services, without prejudice to MINDAKAMI’s rights under these Terms and Conditions or under applicable Malaysian law.

13. Third-Party Platforms

MINDAKAMI may utilise third-party platforms or service providers for the purposes of online sessions, payment processing, scheduling, or communications. The use of such platforms is subject to the respective terms, conditions, and policies of those providers. MINDAKAMI shall not be responsible or liable for the acts, omissions, policies, services or performance of any third-party platforms or provider. Any issues, claims or disputes arising from or in connection with the usage of such third-party platforms shall be addressed directly with the relevant third-party providers.

14. Amendments to These Terms

MINDAKAMI reserves the right, at its discretion, to modify, add to, delete from or otherwise amend and update these Terms and Conditions from time to time to reflect changes in legal requirements or professional practices. Any updated version will be published on our website with the revised date indicated.

Continued use of our website or services after such updates and changes have been published constitutes your acceptance of the updated terms and conditions. It shall be your responsibility to review the terms periodically to remain informed of any changes.

15. Force Majure

MINDAKAMI shall not be held responsible for any delay or failure in fulfilling its obligations under these Terms and Conditions should such delay or failure arises from circumstances beyond its reasonable control. Such circumstances (“Force Majeure Events”) include, but are not limited to, acts of war, martial law, national emergency, revolution, natural disasters, pandemics or epidemics, government interventions, civil unrest, riots, fires, explosions, sabotage, terrorism, embargoes, or disruptions to banking, clearing, or financial systems. In the event of a Force Majeure Event, MINDAKAMI may, at its discretion, offered alternative arrangements, postpone, modify, or suspend its services without admission to any liability.

16. Governing Law and Jurisdiction

These Terms and Conditions and any disputes or claims arising out of or in connection with it, shall be governed and interpreted in accordance with the laws of Malaysia. Any disputes, legal proceedings, or claims arising from these terms shall be subject to the exclusive jurisdiction of the Courts of Malaysia.

Contact Information

MINDAKAMI

Address: PS-2-2, Pelangi Sentral Damansara, PJU 6, Persiaran Surian, Pelangi Damansara, 47800 Petaling Jaya, Selangor

Last updated: 18 January 2026

MINDAKAMI

MINDAKAMI recognises that unforeseen circumstances may arise. This policy outlines our approach to rescheduling, cancellation, refunds, and missed appointments across our services. The purpose of this policy is to ensure fairness to both clients and practitioners while maintaining appropriate professional standards of care.

This Refund and Cancellation Policy should be read together with MINDAKAMI’s Terms and Conditions, Privacy Policy, and any informed consent documents provided in the course of services. In the event of any inconsistency, the Terms and Conditions shall prevail.

1. Scope of This Policy

This policy, unless otherwise stated, applies to all services including in-person and online services provided by MINDAKAMI, including but not limited to:

• Child and adolescent therapy and assessments
• Individual above 18 years of age
• Couples, marital, and family counselling
• Psychological and career assessments
• Group therapy and workshops
• Services provided to parents or legal guardians on behalf of a child or adolescent

For clients under 18 years of age, this policy applies to the parent or legal guardian responsible for booking, payment, and communication with MINDAKAMI.

2. Payment Responsibility

The person booking the service is responsible for all fees, regardless of who ultimately attends or benefits from the services. For child and adolescent client, parents or legal guardians are responsible for payment and communication with MINDAKAMI.

3. Rescheduling of Appointments

Rescheduling of sessions is permitted for most services, except where expressly stated otherwise.

• Requests to reschedule must be made at least twenty-four (24) hours before the scheduled session.
• Rescheduled session must be arranged to take place within twenty-one (21) days from the original appointment date, and are subject to the availability of the assigned practitioner.
• Parents or legal guardians are responsible for managing rescheduling requests for child and adolescent sessions.
• Repeated or excessive, or last-minute rescheduling may result in a review of ongoing service arrangements, including potential suspension or termination of the services.

Group therapy sessions are not eligible for rescheduling, except where the rescheduling is initiated by MINDAKAMI or the assigned practitioner.

4. Cancellation and Refunds

Applicable services : Child Therapy, Adolescent Therapy, Individual Adult Therapy, Couples and Family Counselling

• No refund shall be provided for services that have been rendered.
• Cancellations made at least twenty-four (24) hours before the scheduled session are eligible for a refund subject to ten (10) percent administrative and processing fee.
• The remaining balance will be refunded to the original payment method within seventy-two (72) hours. Refund processing by the payment gateway may take up to fourteen (14) days.
• Cancellations made with less than twenty-four (24) hours’ notice or failure to attend a scheduled session (no-show), will be charged the full session fee.
• Fees for unused sessions in prepaid packages, partial sessions or early termination of sessions are non-refundable unless expressly agreed in writing by MINDAKAMI, at its discretion.

For child or adolescent clients, parents or legal guardians are responsible for managing cancellations or rescheduling. Any unattended or unwillingness to attend a scheduled session without prior notice, shall be treated as late cancellation or no-shows and charged in full.

Psychological Assessments: Child, Adolescent, and Adult

• Psychological assessments involve advance preparation, reserved assessment time, scoring, and report writing and fee are set accordingly.
• The initial clinical interview may be cancelled or rescheduled with at least twenty-four (24) hours’ notice, subject to the availability of the assigned practitioner .
• Once assessment sessions have commenced, all fees for the assessment package are non-refundable.

Missed assessment sessions, including late cancellations or no-shows, may affect our ability to complete or issue assessment reports whereby MINDAKAMI shall not be liable for any resulting delays or outcomes.

Career Assessments and Career Services: Adults and Adolescents, Where Applicable

• Career assessment services require full engagement and commitment to the assessment process.
• Fees shall become non-refundable once the assessment process has commenced.
• Missed sessions, including late cancellations or no-shows, may result in incomplete reports whereby MINDAKAMI shall not be liable for any consequences arising from incomplete assessments or reports.

Group Therapy

• Group therapy sessions are non-refundable and shall not be rescheduled.
• Fees shall be forfeited should a participant is unable to attend for whatsoever reason, including late cancellations or no-shows.
• Exceptions apply only where the where the cancellation or rescheduling is initiated by MINDAKAMI or the assigned practitioner.

5. Late Arrivals and No-Shows

• A fifteen (15)-minute grace period is provided for late arrivals.
• Arrivals exceeding fifteen (15) minutes without prior notice shall be considered a no-show.
• Sessions shall conclude at the originally scheduled time to avoid disruption to subsequent appointments.
• No-shows, including late cancellations, shall not be eligible for refunds or rescheduling.

This policy applies equally to all in-person and online services including child, adolescent, and adult clients.

6. Missed Appointments and Continuation of Services

Repeated missed appointments or no-shows may result, at the practitioner’s and MINDAKAMI’s discretion, in:

• A review of the therapeutic arrangement
• Temporary suspension of booking privileges
• Termination of services.

Consistency is essential for therapeutic effectiveness, particularly in child and adolescent interventions.

7. Disputes and Payment Concerns

If you have a concern regarding a charge or the provision of a service, please contact MINDAKAMI within seven (7) days of the scheduled session date at:

hello@mindakami.org

All concerns shall be reviewed fairly and addressed in a timely manner. Any refunds, if deemed appropriate, at MINDAKAMI’s discretion shall be processed in accordance with the applicable cancellation and refund policy.

8. Chargebacks

Initiating a chargeback, payment reversal or formal dispute with a financial institution without first contacting or engaging MINDAKAMI to seek resolution, may result, at MINDAKAMI’s discretion, in:

• Suspension of future booking privileges or access to the services
• Recovery actions for administrative costs and other related expenses incurred by MINDAKAMI
• Reporting of the dispute to payment processors or relevant financial institutions.

9. Force Majure

MINDAKAMI shall not be held responsible for any delay or failure to provide services due to circumstances beyond its reasonable control, including but not limited to illness, natural disasters, national emergencies or technological failures. In such circumstances, MINDAKAMI may, at its discretion, offered alternative arrangements, postpone, modify, or suspend its services without admission to any liability.

10. Governing Law and Jurisdiction

This policy and any disputes or claims arising out of or in connection with it, shall be governed and interpreted in accordance with the laws of Malaysia. Any disputes, legal proceedings, or claims arising from these terms shall be subject to the exclusive jurisdiction of the Courts of Malaysia.

11. Professional Note / Client Acknowledgment

By engaging MINDAKAMI services, you acknowledge and accept the terms of this Refund and Cancellation Policy. For any services involving child and adolescent clients, parents or legal guardians are responsible for ensuring attendance and compliance with this policy.