Return Policy

1.1 Booking Methods

Appointments may be requested through any of the following channels:

• Telephone;
• WhatsApp;
• Website enquiry forms;
• Social media platforms;
• Email;
• Third-party booking platforms (where applicable); or
• In-person at FORTÉ Clinic.

1.2 Appointment Confirmation

All appointment requests are subject to availability and confirmation by FORTÉ Clinic. An appointment shall not be deemed confirmed until it has been acknowledged and confirmed by an authorised representative of FORTÉ Clinic.

1.3 Patient Information

Patients are responsible for providing complete, accurate, and up-to-date personal and contact information when making an appointment. FORTÉ Clinic shall not be responsible for missed appointments, delays, or communication failures arising from inaccurate, incomplete, or outdated information provided by the patient.

1.4 Appointment Availability

Appointment times are subject to practitioner availability, treatment duration, equipment availability, and operational requirements. While FORTÉ Clinic endeavours to provide services at the scheduled appointment time, delays may occasionally occur due to medical emergencies, extended consultations, unforeseen clinical circumstances, or other reasonable operational requirements.

1.5 Rescheduling by FORTÉ Clinic

FORTÉ Clinic reserves the right, where reasonably necessary, to reschedule, postpone, or cancel appointments due to circumstances including but not limited to:

• Practitioner availability;
• Medical emergencies;
• Equipment servicing, maintenance, malfunction, or replacement;
• Operational requirements;
• Treatment scheduling considerations;
• Regulatory or safety requirements; or
• Other unforeseen circumstances beyond the reasonable control of FORTÉ Clinic.

Where reasonably practicable, FORTÉ Clinic will notify affected patients as soon as possible and offer an alternative appointment or another appropriate resolution.

1.6 Medical Assessment

A confirmed appointment does not guarantee that treatment will be performed. All consultations and treatments remain subject to medical assessment and the professional clinical judgment of the attending practitioner, who may postpone, modify, or decline treatment where clinically appropriate.

1.7 Applicable Policies

All appointments are subject to this Policy, FORTÉ Clinic's Website & Patient Terms and Conditions, and any applicable treatment-specific consent forms or promotional terms.

2.1 Deposit Requirement

FORTÉ Clinic may require a deposit as a condition of booking consultations, medical procedures, treatment sessions, promotional offers, treatment packages, memberships, reserved appointment slots, or other services, as determined by the Clinic from time to time.

2.2 Confirmation of Booking

Where a deposit is required, the booking shall not be deemed confirmed until the required deposit has been received by FORTÉ Clinic, unless otherwise agreed in writing by the Clinic.

2.3 Application of Deposits

Unless otherwise expressly stated:

• Deposits are non-transferable to another person.
• Deposits are not redeemable or exchangeable for cash.
• Deposits may only be applied towards the consultation, treatment, procedure, package, or service for which they were originally collected.
• Deposits do not constitute payment for any other treatment, product, package, membership, or service unless expressly approved by FORTÉ Clinic.

2.4 Forfeiture of Deposits

Deposits may be forfeited, retained in whole or in part, or otherwise dealt with in accordance with this Policy, including the provisions relating to cancellations, late cancellations, no-shows, or other applicable booking terms.

2.5 Review of Deposit Requests

Requests relating to deposits, including requests for transfer, credit, refund, extension, or other adjustments, may be considered by FORTÉ Clinic on a case-by-case basis, taking into account:

• The circumstances of the request;
• The reason for cancellation or rescheduling;
• The timing of the request;
• Operational and scheduling considerations;
• Applicable promotional terms; and
• Applicable laws and consumer rights.

2.6 Different Deposit Requirements

FORTÉ Clinic reserves the right to require different deposit amounts or payment requirements for different practitioners, treatments, procedures, promotional campaigns, memberships, treatment packages, or appointment types.

2.7 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

3.1 Notice of Cancellation

Patients who wish to cancel or reschedule an appointment are encouraged to provide FORTÉ Clinic with at least twenty-four (24) hours' prior notice wherever reasonably practicable.

3.2 Rescheduling

Where sufficient notice is provided, FORTÉ Clinic may, at its discretion and subject to practitioner availability, permit the appointment to be rescheduled without penalty.

Approval of a rescheduled appointment is subject to appointment availability and does not guarantee the patient's preferred date, time, or practitioner.

3.3 Cancellation Requests

Cancellation requests should be communicated through an authorised communication channel, including:

• Telephone;
• WhatsApp;
• Email;
• Website enquiry forms (where applicable); or
• Any other communication channel approved by FORTÉ Clinic.

A cancellation shall only be regarded as received when acknowledged by FORTÉ Clinic.

3.4 Repeated Cancellations

Repeated cancellations, frequent rescheduling, or a pattern of cancelled appointments may adversely affect clinic scheduling and patient access to appointments. Accordingly, FORTÉ Clinic reserves the right to:

• Require advance deposits or prepayment for future bookings;
• Restrict advance booking privileges;
• Limit appointment availability;
• Require appointments to be booked closer to the treatment date; or
• Implement other reasonable booking conditions considered necessary for efficient clinic operations.

3.5 Applicable Policies

Late cancellations, no-shows, deposit forfeiture, package deductions, administrative charges, and other consequences arising from cancellations are governed by the relevant provisions of this Policy.

3.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

4.1 Definition

A cancellation request received less than twenty-four (24) hours before the scheduled appointment time may, at the discretion of FORTÉ Clinic, be treated as a Late Cancellation.

4.2 Consequences of a Late Cancellation

Where a Late Cancellation occurs, FORTÉ Clinic reserves the right, subject to the circumstances of the case and applicable law, to take one or more of the following actions:

• Retain all or part of any booking deposit paid;
• Charge a reasonable administrative or reservation fee where applicable;
• Deduct the missed treatment session from an active treatment package, membership, promotional package, or prepaid programme;
• Require a new deposit or full prepayment before accepting future bookings;
• Restrict future booking privileges where repeated Late Cancellations occur; or
• Apply any other reasonable booking conditions considered necessary for the efficient operation of the Clinic.

4.3 Exceptional Circumstances

FORTÉ Clinic recognises that unforeseen events may occasionally prevent patients from attending scheduled appointments. Where exceptional circumstances exist, including serious illness, medical emergencies, accidents, bereavement, or other circumstances considered reasonable by FORTÉ Clinic, the Clinic may, at its sole discretion and subject to the information available, waive or modify the consequences of a Late Cancellation.

4.4 Package and Deposit Treatment

Any treatment of deposits, prepaid amounts, treatment packages, memberships, promotional benefits, or other booking credits arising from a Late Cancellation shall be determined in accordance with this Policy and any applicable package, membership, or promotional terms accepted by the patient.

4.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

5.1 Definition

A patient who fails to attend a scheduled appointment without providing prior notice, or who is unavailable for a scheduled appointment at the agreed time without reasonable explanation, may be considered a No-Show.

5.2 Consequences of a No-Show

Where a No-Show occurs, FORTÉ Clinic reserves the right, subject to the circumstances of the case and applicable law, to take one or more of the following actions:

• Retain all or part of any booking deposit paid;
• Deduct the missed treatment session from an active treatment package, membership, promotional package, or prepaid treatment programme;
• Require full prepayment or an increased booking deposit for future appointments;
• Restrict advance booking privileges or require appointments to be booked closer to the treatment date;
• Decline future appointment requests where repeated No-Shows occur; or
• Apply any other reasonable booking conditions considered necessary for the efficient operation of the Clinic.

5.3 Exceptional Circumstances

FORTÉ Clinic recognises that genuine emergencies and unforeseen circumstances may occasionally prevent a patient from attending an appointment. Where exceptional circumstances exist, including serious illness, medical emergencies, accidents, bereavement, or other circumstances considered reasonable by FORTÉ Clinic, the Clinic may, at its discretion, waive or modify the consequences of a No-Show.

5.4 Impact on Packages and Deposits

Any treatment of deposits, prepaid amounts, treatment packages, memberships, promotional benefits, or booking credits resulting from a No-Show shall be determined in accordance with this Policy and any applicable package, membership, or promotional terms.

5.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

6.1 Arrival Time

Patients are encouraged to arrive on time for all scheduled appointments to allow sufficient time for registration, consultation, preparation, and treatment.

6.2 Late Arrival

Patients who arrive significantly late may have their consultation or treatment shortened, rescheduled, or cancelled where necessary to minimise disruption to other scheduled patients, maintain clinic operations, or ensure that treatment can be performed safely and appropriately.

6.3 Treatment Feasibility

Where, in the reasonable opinion of FORTÉ Clinic or the attending practitioner, there is insufficient time to safely or appropriately perform the scheduled consultation or treatment due to the patient's late arrival, FORTÉ Clinic may:

• Shorten the appointment where clinically appropriate;
• Reschedule the appointment to another available time;
• Decline to proceed with treatment on that occasion; or
• Treat the appointment as a Late Cancellation or No-Show in accordance with this Policy.

6.4 Fees, Deposits and Packages

Any treatment of booking deposits, prepaid amounts, treatment packages, memberships, promotional benefits, or other booking credits resulting from a patient's late arrival shall be determined in accordance with the applicable provisions of this Policy.

6.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

7.1 Nature of Treatment Packages

Treatment packages are offered as bundled treatment programmes and may include preferential pricing, promotional discounts, complimentary services, package-specific incentives, or other benefits that are available only as part of the package.

7.2 Package Ownership

Unless otherwise expressly stated in writing:

• Treatment packages are personal to the original purchaser and are generally non-transferable;
• Package benefits apply only to the original purchaser;
• Treatment packages cannot be assigned, sold, gifted, shared, or transferred to another individual without the prior written approval of FORTÉ Clinic; and
• Any approved transfer shall remain entirely at the discretion of FORTÉ Clinic and may be subject to additional terms or administrative requirements.

7.3 Redemption of Package Benefits

Unless otherwise expressly stated:

• Treatment packages cannot be exchanged or redeemed for cash;
• Unused treatment sessions cannot be exchanged for retail products, cash, credits, gift vouchers, refunds, or alternative services;
• Complimentary treatments, promotional benefits, bonus sessions, referral rewards, or package incentives have no separate cash value; and
• Package benefits may only be redeemed in accordance with the applicable package terms.

7.4 Package Terms

Certain treatment packages, promotional programmes, memberships, or bundled services may be subject to additional terms and conditions, including validity periods, usage restrictions, eligibility requirements, promotional conditions, or treatment-specific requirements. Where applicable, such package-specific terms shall apply in addition to this Policy.

7.5 Medical Suitability

All treatment packages remain subject to ongoing medical assessment and professional clinical judgment. The purchase of a treatment package does not guarantee that every treatment within the package will ultimately be performed if the attending practitioner subsequently determines that a treatment is medically unsuitable or unsafe.

7.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

8.1 No Fixed Expiry

Unless otherwise expressly stated in writing at the time of purchase, treatment packages purchased from FORTÉ Clinic do not have a fixed expiry date.

8.2 Memberships and Promotional Offers

Membership programmes, promotional offers, vouchers, complimentary sessions, bonus treatments, referral rewards, or other promotional benefits may be subject to separate validity periods, eligibility requirements, or promotional terms communicated at the time of purchase.

8.3 Continuity of Treatment

Patients are encouraged to utilise their treatment packages within a reasonable period to ensure continuity of care, optimise treatment outcomes, and allow treatment to be performed using current clinical protocols and available technologies.

8.4 Treatment Availability

Although treatment packages do not expire, all treatments remain subject to:

• Medical suitability;
• Practitioner assessment;
• Availability of technology, equipment, products, or consumables;
• Regulatory or legal requirements; and
• FORTÉ Clinic's operational requirements.

Where a specific treatment, technology, or product becomes permanently unavailable, FORTÉ Clinic may, at its discretion and subject to applicable law, offer:

• A clinically appropriate alternative treatment;
• Treatment credit of equivalent value; or
• Another reasonable resolution in accordance with this Policy.

8.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

9.1 Temporary Suspension

Although treatment packages purchased from FORTÉ Clinic do not have a fixed expiry date, patients may request a temporary suspension of their treatment programme where treatment cannot reasonably continue due to medical, personal, or other exceptional circumstances.

9.2 Notification

Patients are encouraged to notify FORTÉ Clinic as soon as reasonably practicable if they are unable to continue treatment for an extended period.

9.3 Examples of Circumstances

Examples of circumstances that may affect the timing or continuity of treatment include, without limitation:

• Pregnancy;
• Serious illness or injury;
• Prolonged hospitalisation;
• Extended overseas travel or relocation;
• Medical advice requiring treatment to be postponed; or
• Other exceptional circumstances.

9.4 Continuation of Treatment

Where treatment resumes after a prolonged interruption, FORTÉ Clinic may require a review consultation or medical reassessment to determine whether the original treatment plan remains clinically appropriate. The attending practitioner may recommend modifications to the treatment plan based on the patient's current medical condition, clinical assessment, available technologies, or prevailing professional standards.

9.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

10.1 Membership Programme

FORTÉ Clinic may offer membership programmes that provide eligible members with exclusive pricing, preferential rates, rewards, privileges, promotional offers, loyalty benefits, priority booking, or other membership-related benefits, subject to the applicable membership terms.

10.2 Nature of Membership

Unless otherwise expressly stated in writing:

• Memberships are personal to the registered member and are generally non-transferable;
• Membership benefits may only be used by the registered member;
• Membership benefits have no cash value and cannot be redeemed or exchanged for cash;
• Membership benefits cannot be sold, assigned, or transferred to another person without the prior written approval of FORTÉ Clinic; and
• Membership benefits may only be used in accordance with the applicable membership terms and conditions.

10.3 Membership Fees

Unless otherwise required by applicable law, membership fees are generally non-refundable after activation or commencement of the membership.

10.4 Membership Benefits

Membership benefits remain available only during the active membership period and may expire upon the termination, cancellation, suspension, or expiry of the membership, unless otherwise expressly stated.

10.5 Changes to Membership Programme

FORTÉ Clinic reserves the right to amend, revise, suspend, replace, or discontinue any membership programme, structure, pricing, eligibility criteria, rewards, privileges, or benefits where reasonably necessary due to operational requirements, business considerations, regulatory requirements, or other legitimate reasons.

Where reasonably practicable, any such changes will not materially reduce benefits already paid for during an active membership term unless:

• Required by applicable law;
• Required by a regulatory authority;
• Necessary for patient safety or clinical reasons; or
• Necessary due to circumstances beyond the reasonable control of FORTÉ Clinic.

10.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

11.1 Promotional Benefits

FORTÉ Clinic may, from time to time, offer promotional vouchers, gift cards, treatment credits, referral rewards, loyalty rewards, discounts, complimentary treatments, promotional packages, special offers, or other promotional benefits, each of which may be subject to specific terms and conditions.

11.2 General Conditions

Unless otherwise expressly stated in writing:

• Promotional vouchers, gift cards, credits, rewards, discounts, and other promotional benefits are not redeemable or exchangeable for cash.
• Promotional benefits may not be sold, assigned, transferred, or shared with another person.
• Promotional benefits may not be combined with any other promotion, discount, package, membership benefit, referral programme, or special offer unless expressly permitted by FORTÉ Clinic.
• Promotional benefits may only be redeemed in accordance with the applicable promotional terms and conditions.

11.3 Validity

Promotional benefits may be subject to specific eligibility criteria, redemption conditions, usage restrictions, and validity periods communicated at the time they are offered.

Unless otherwise required by applicable law, promotional benefits that expire without being redeemed shall automatically lapse and shall not be refundable, exchangeable, replaceable, or converted into cash, treatment credit, or any other benefit.

11.4 Changes to Promotions

FORTÉ Clinic reserves the right to amend, suspend, withdraw, or discontinue any promotional campaign, offer, reward, voucher, referral programme, or discount where reasonably necessary. Such changes shall not affect promotional benefits that have already been validly redeemed or otherwise become contractually binding, unless required by applicable law or regulatory requirements.

11.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

12.1 General Pricing

FORTÉ Clinic may revise treatment fees, consultation fees, product prices, package pricing, membership fees, promotional offers, and other service charges from time to time to reflect changes in operating costs, supplier pricing, regulatory requirements, market conditions, or other business considerations.

12.2 Future Purchases

Unless otherwise agreed in writing, all treatments, products, packages, memberships, promotional offers, and other services that have not yet been purchased shall be charged at the prevailing prices applicable at the time of purchase.

12.3 Existing Purchases

Treatment packages, prepaid treatments, memberships, vouchers, or other services that have already been purchased and paid for will generally continue to be honoured in accordance with the terms, pricing, validity period, and benefits applicable at the time of purchase, unless otherwise required by applicable law or expressly provided under this Policy.

12.4 Pricing Errors

FORTÉ Clinic reserves the right to correct genuine pricing errors, administrative mistakes, typographical errors, technical inaccuracies, system errors, or promotional misstatements that may occur in published pricing, advertisements, quotations, promotional materials, or online content.

Where a genuine pricing error has occurred before a purchase is completed, FORTÉ Clinic may cancel or decline the transaction and provide the customer with the opportunity to proceed at the correct price or cancel the purchase without penalty.

12.5 Taxes and Charges

Unless otherwise expressly stated, all prices are quoted in Malaysian Ringgit (RM) and are inclusive of any applicable taxes required under Malaysian law at the time of purchase.

12.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

13.1 General Policy

Due to the nature of medical aesthetic consultations, reserved appointment times, personalised treatment planning, customised treatment programmes, professional medical services, and the allocation of clinical resources, payments made to FORTÉ Clinic are generally considered final.

13.2 General Non-Refundability

Unless otherwise required by applicable law or expressly provided under this Policy, payments made for the following are generally non-refundable:

• Medical consultations;
• Booking deposits;
• Treatment sessions;
• Treatment packages;
• Membership fees;
• Vouchers and gift cards;
• Promotional purchases;
• Prepaid treatments;
• Medical services already rendered;
• Completed treatments;
• Retail products supplied (subject to Clause 18); and
• Any other services already provided by FORTÉ Clinic.

13.3 Individual Assessment

Notwithstanding the general policy above, FORTÉ Clinic recognises that exceptional circumstances may arise. Accordingly, all refund requests will be assessed on a case-by-case basis, taking into account, where relevant:

• The reason for the refund request;
• The patient's medical circumstances;
• Treatments, consultations, or services already provided;
• Products supplied;
• Package utilisation;
• Promotional benefits or discounts received;
• The applicable provisions of this Policy; and
• Any other relevant circumstances.

13.4 No Automatic Entitlement

The submission of a refund request does not create an automatic entitlement to a refund. Any refund, credit, alternative treatment, or other resolution remains subject to FORTÉ Clinic's assessment, the circumstances of the case, and applicable law.

13.5 Consumer Rights

Nothing in this Policy excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

14.1 General Principle

Subject to applicable law and the other provisions of this Policy, refunds will generally not be granted solely because:

• The patient changes their mind after making a purchase;
• The patient decides not to proceed with treatment for personal reasons;
• Treatment results differ from the patient's personal expectations or aesthetic preferences;
• The patient relocates, travels, or otherwise becomes unavailable to attend appointments;
• The patient is unable to attend appointments due to personal scheduling, work, study, family, or other non-medical commitments;
• The patient fails to utilise purchased treatments within the applicable validity period;
• The patient voluntarily discontinues treatment contrary to the advice or recommendations of the treating practitioner;
• The patient fails to comply with recommended treatment plans, follow-up appointments, or aftercare instructions;
• The patient purchases a treatment, package, membership, voucher, or promotional offer without fully utilising the available consultation process or seeking clarification before purchase; or
• The patient no longer wishes to continue with the treatment programme after commencement.

14.2 Aesthetic Outcomes

Patients acknowledge that aesthetic treatments involve individual variation and that treatment outcomes cannot be guaranteed. Dissatisfaction with an aesthetic outcome, in the absence of clinical negligence, a defect in the treatment provided, or any other legal entitlement under applicable law, shall not by itself constitute grounds for a refund.

14.3 Individual Assessment

Nothing in this section prevents FORTÉ Clinic from considering exceptional circumstances or exercising its discretion to provide another appropriate resolution in accordance with this Policy.

14.4 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

15.1 Recalculation of Package Value

Where FORTÉ Clinic exceptionally approves a refund for a partially utilised treatment package, membership, or prepaid treatment programme, treatments, consultations, products, services, and other benefits already utilised may be recalculated based on the prevailing individual retail price applicable at the time the services were provided, rather than the discounted package price.

15.2 Refund Calculation

The amount of any approved refund, if applicable, may be adjusted to reflect, without limitation:

• Treatments, procedures, or sessions already utilised;
• Medical consultations, assessments, or reviews attended;
• Clinical photography, skin analysis, or diagnostic assessments performed;
• Retail products supplied;
• Complimentary treatments, products, services, or promotional benefits received;
• Discounts, rebates, credits, vouchers, referral rewards, or other promotional incentives previously applied;
• Administrative, processing, or transaction costs reasonably incurred; and
• Any other reasonable costs directly associated with the package or services already provided.

15.3 Refund Balance

Following the recalculation described above, any remaining balance that is eligible for refund will be determined after deducting the applicable amounts referred to in this section. Where the value of the services and benefits already received equals or exceeds the amount paid by the patient, no refund shall be payable, unless otherwise required by applicable law.

15.4 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

16.1 Exceptional Circumstances

As medical aesthetic services are generally customised and appointment times are specifically reserved for individual patients, refunds will only be considered in exceptional circumstances and at the discretion of FORTÉ Clinic, subject to applicable law.

Examples of circumstances that may be considered include, without limitation:

• A determination by a FORTÉ Clinic practitioner that the treatment is medically unsuitable prior to commencement of treatment;
• Serious illness or permanent medical incapacity preventing treatment from proceeding;
• Extended hospitalisation;
• Exceptional compassionate circumstances;
• Regulatory or legal requirements;
• Other exceptional circumstances considered appropriate by FORTÉ Clinic.

16.2 Assessment of Refund Requests

All refund requests will be assessed individually, taking into account the relevant facts, supporting documentation (where appropriate), treatment history, package utilisation, promotional benefits received, and the applicable terms of this Policy.

Approval of one refund request shall not create a precedent or obligation for FORTÉ Clinic to approve future refund requests in similar circumstances.

16.3 Deductions

Where a refund is exceptionally approved, FORTÉ Clinic may deduct, where applicable:

• Consultation fees already utilised;
• Treatments, procedures, or services already provided;
• Retail products supplied;
• Complimentary treatments or promotional benefits received;
• Discounts, vouchers, referral rewards, or credits previously applied;
• Payment processing or merchant transaction charges reasonably incurred;
• Administrative expenses reasonably incurred; and
• Any other amounts properly deductible under this Policy or applicable law.

16.4 Refund Method

Approved refunds will generally be processed using the original payment method wherever reasonably practicable. Where this is not reasonably possible, FORTÉ Clinic may arrange an alternative refund method that complies with applicable law and operational requirements.

16.5 No Automatic Entitlement

The submission of a refund request, or the existence of exceptional circumstances, does not automatically entitle a patient to receive a refund. Each request will be considered on its own individual merits.

16.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

17.1 Clinical Assessment

All consultations, treatments, procedures, products, and services provided by FORTÉ Clinic remain subject to medical assessment and the independent professional clinical judgment of the attending qualified medical practitioner.

17.2 Determination of Unsuitability

Where, prior to the commencement of treatment, the attending practitioner determines that a purchased treatment, procedure, product, or service is medically unsuitable, contraindicated, unsafe, or otherwise not in the patient's best interests, FORTÉ Clinic may, at its discretion and subject to the circumstances of the case, provide one or more of the following:

• Recommend an alternative clinically appropriate treatment or procedure;
• Apply the amount paid as treatment credit towards another suitable treatment or service;
• Provide a partial refund where appropriate; or
• Provide a full refund where appropriate.

17.3 Clinical Discretion

The appropriate resolution shall be determined by FORTÉ Clinic after considering the patient's medical assessment, treatment history, package utilisation (if applicable), services already provided, products supplied, promotional benefits received, and any other relevant circumstances.

17.4 No Automatic Entitlement

A determination that a treatment is medically unsuitable does not automatically entitle a patient to a refund. The appropriate resolution will depend on the individual circumstances, the extent to which services or benefits have already been provided, and the applicable provisions of this Policy.

17.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

18.1 Products Offered

FORTÉ Clinic may offer skincare products, haircare products, medical-grade skincare, supplements, wellness products, prescription products (where lawfully supplied), medical devices, and other retail items for purchase, subject to availability and applicable laws.

18.2 Nature of Product Sales

Patients are encouraged to inspect products at the time of purchase and to ensure that the selected product is suitable for their intended use. Product recommendations provided by FORTÉ Clinic are based on the information available at the time of consultation and do not constitute a guarantee of any particular medical, therapeutic, or aesthetic outcome.

18.3 Returns and Refunds

Unless otherwise required by applicable law:

• Opened or unsealed products cannot be returned.
• Used or partially used products cannot be returned.
• Products that have been tampered with, damaged, contaminated, improperly stored, or mishandled after purchase are not eligible for return or exchange.
• Product purchases are generally final and non-refundable once sold.

These restrictions are implemented for hygiene, safety, quality assurance, and product integrity reasons.

18.4 Defective or Incorrect Products

Where a product is:

• Defective;
• Damaged prior to collection;
• Incorrectly supplied; or
• Otherwise subject to a valid consumer claim under the applicable laws of Malaysia,

FORTÉ Clinic will review the matter and, where appropriate, provide a suitable remedy, which may include replacement, exchange, repair, refund, or another remedy as required by applicable law.

18.5 Manufacturer Requirements

Certain products may be subject to manufacturer warranties, storage requirements, expiry dates, handling instructions, or other supplier conditions. Patients are responsible for following all instructions for storage and use after collection of the product.

18.6 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

19.1 Discontinuation of Treatments

FORTÉ Clinic reserves the right to suspend, modify, replace, or permanently discontinue any treatment, procedure, technology, device, product, treatment programme, or service where reasonably necessary due to:

• Clinical developments or advances in medical practice;
• Practitioner recommendation or professional judgment;
• Manufacturer decisions or product discontinuation;
• Equipment servicing, malfunction, replacement, or retirement;
• Unavailability of products, consumables, or medical devices;
• Regulatory or legal requirements;
• Patient safety considerations; or
• Other reasonable operational or business requirements.

19.2 Prepaid Treatments

Where a prepaid treatment, treatment package, or programme can no longer be provided for reasons beyond the reasonable control of FORTÉ Clinic, the Clinic may, after considering the individual circumstances and applicable law, offer one or more of the following:

• A clinically appropriate alternative treatment or technology;
• Treatment credit of equivalent value;
• Transfer to another suitable treatment programme;
• Another reasonable resolution appropriate to the circumstances; or
• A partial or full refund where required by applicable law or where FORTÉ Clinic considers it appropriate.

19.3 Medical Assessment

Any alternative treatment offered under this section remains subject to medical assessment and the independent professional judgment of the attending practitioner. Patients are not entitled to insist upon a specific alternative treatment where the practitioner considers it medically unsuitable or unsafe.

19.4 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.

20.1 Resolution of Payment Concerns

Patients who have any concerns regarding payments, invoices, billing, refunds, or transactions are encouraged to contact FORTÉ Clinic directly before initiating a payment dispute, chargeback, payment reversal, or similar claim with their financial institution or payment service provider. FORTÉ Clinic will endeavour to review and resolve such concerns in a fair and timely manner.

20.2 Contractual Obligations

The initiation of a chargeback, payment dispute, payment reversal, or other claim through a financial institution or payment service provider does not automatically:

• Cancel any appointment;
• Terminate any treatment package, membership, or service agreement;
• Release the patient from any contractual obligations; or
• Extinguish any outstanding balance or other amount lawfully owing to FORTÉ Clinic.

20.3 Investigation and Supporting Documentation

Where a payment dispute or chargeback is initiated, FORTÉ Clinic may provide relevant information and supporting documentation to the applicable payment processor, financial institution, card issuer, insurer, or dispute resolution body, including:

• Appointment records;
• Signed consent forms;
• Treatment records;
• Invoices and receipts;
• Communications with the patient; and
• Any other information reasonably necessary to respond to the dispute, subject to applicable privacy and confidentiality obligations.

20.4 Outstanding Amounts

Where a payment dispute remains unresolved, FORTÉ Clinic may, to the extent permitted by applicable law:

• Suspend future appointments or treatment sessions;
• Suspend access to membership benefits or package redemption; or
• Decline to provide further non-emergency services until the matter has been resolved.

20.5 Consumer Rights

Nothing in this section excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under the applicable laws of Malaysia.