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Terms & conditions

If you have a medical emergency, please immediately stop now and contact local emergency services. If you are in Malaysia dial 999.

Thank you for visiting our website. This website and the Mosh and Moshy mobile applications are owned by Hairmop Sdn. Bhd. (company number 202601025051 (1687148-P)) and its parent company Hairmop Pty Ltd (registered in Australia with ACN 609 183 388). By accessing and/or using this website or our mobile applications, you agree to these Terms, which include our Privacy Policy (Terms). You should review our Privacy Policy and these Terms carefully. Please immediately cease using our website or mobile applications if you do not agree to these Terms.

In these Terms, 'us', 'we', 'our', 'Mosh' and 'Moshy' means Hairmop Sdn. Bhd. and Hairmop Pty Ltd.

In Malaysia we operate in cooperation with H Vision Sdn. Bhd. (company number 202501029226 (1630638-D)) (our local partner).

We reserve the right to amend these Terms from time to time. Where we make a material change to these Terms, we will provide you with notice prior to the change taking effect. Your continued use of this website, our mobile application or our services after the notice period constitutes your acceptance of the amended Terms.

1. What are Mosh and Moshy?

Mosh and Moshy own and operate health platforms (website and mobile applications) through which users can access telehealth services. This includes telehealth consultations with Malaysian registered doctors engaged by our local partner (Doctors), who may be supported by other healthcare professionals (including Malaysian registered nurses and pharmacists) and support staff engaged by us or our local partner (in these Terms, where the context permits, a reference to a Doctor includes a person acting under the direction and authority of a Doctor). In addition to operating the health platforms via this website, we may supply non-prescription products. Where you receive telehealth services from a Doctor, the Doctor prescribes medication and you opt to have the prescription medication supplied by mail, we facilitate the supply by mail of the prescription medications by our local partner under the authority of your treating Doctor.

The content of this website and any communications that you may have with our representatives (other than communications with Doctors in a consultation facilitated by this website) do not constitute medical advice. You must always obtain medical advice from a Doctor or your regular doctor, including to ensure any particular medication or treatment is suitable and safe for you.

These Terms and Conditions apply as an agreement between us and users of the Mosh or Moshy websites.

2. Registration

You must become a registered user in order to make orders through the Mosh or Moshy websites or attend consultations with Doctors via the Mosh or Moshy platforms. Each user is permitted to create a maximum of one registered user account. You must not register an account on behalf of anyone other than yourself. Registered users must (1) be over 18 years old, (2) be resident in Malaysia, (3) be capable of entering a legally binding agreement with us, and (4) agree to these Terms (as may be amended from time to time).

In order to register and activate your account, we require personal information such as your name, gender, email address, telephone number, date of birth and shipping address. This information is necessary to enable the Doctors to conduct their consultations, and (if applicable) enable us to supply non-prescription products and our local partner to supply medications, to you. It is your responsibility to update your information so it is current, complete and accurate. We will handle all personal information we collect in accordance with our Privacy Policy.

When you register your account, you will also be required to create a password. You are responsible for keeping your password secure and are responsible for all use and activity carried out under your account. If you suspect, or become aware of, any unauthorised use or misuse of your account or any other breach of security in relation to your account, you must notify us immediately and take immediate steps to re-secure your account (including by changing your password).

You consent for us to contact you by email or phone if and when the need arises using the email address and phone number you provide when creating your Mosh or Moshy account. You agree that all information that you provide to us, and to the Doctors and our local partner, will be true and complete to the best of your knowledge and that you will not purposefully omit to provide any information that could reasonably be judged to be potentially relevant to the Doctor in conducting their consultations and/or to prescribing and dispensing any medications to you. It is also your responsibility to inform your existing doctor of any medicines the Doctors prescribe for you.

3. Services

The service we supply comprises and is limited to the provision of telehealth consultations through our local partner, the operation of this website and platform, which facilitates consultation(s) between you and the Doctors, and facilitating the possible supply of medication prescribed by Doctors following consultation(s). Accordingly, we make no warranties, express or implied, in relation to the dispensing of medications, or the content of any advice that a Doctor may provide to you as part of dispensing medications to you, as these activities are undertaken by our local partner.

Doctors have professional and ethical obligations to telehealth patients, as they do with in-person consultations. The Doctors will make notes of their consultation with and dispensing of medications to you and it is their responsibility to maintain sufficient records as required by law. We hold copies of notes made by the Doctors to facilitate continuity of care as part of our telehealth business.

We do not guarantee that an online consultation, or advice by telephone / text is appropriate for your particular health care needs. This assessment will be made by the Doctor. You acknowledge that any recommendation made by a Doctor will only be valid for the period determined by the Doctor (and subject to change if the Doctor determines in their discretion that it is necessary to do so). You agree to contact your own doctor immediately should your condition change or your symptoms worsen. If you require urgent care, you should contact your local emergency services immediately.

You agree that if you suffer from any side effects, you will contact Mosh or Moshy (as applicable to your membership) to facilitate a further consultation with a Doctor. Mosh and Moshy are not pharmacies and therefore do not supply any medications. In cases where you prefer to have your medication delivered to you by our local partner, we will facilitate the supply of medication by our local partner under the authority of your treating Doctor and payment process as your agent, including passing your payment onto our local partner on your behalf.

4. Accuracy, completeness and timeliness of information

While we take reasonable care to ensure the accuracy and completeness of the information on our website, to the extent permitted by law, we make no warranty regarding the information on this website. You should monitor any changes to the information contained on this website. We are not liable to you or anyone else if interference with or damage to your computer systems occurs in connection with the use of this website or a linked website.

We may, from time to time, amend the website (including the Terms) or the information, products or services described in it. However, we do not undertake to keep the website updated. To the extent permitted by law, we are not liable to you or anyone else if errors occur in the information on the website or if that information is not up-to-date.

5. Purchases

You may purchase one or more subscriptions or one-off transactions from the options available on our website. All subscriptions, unless otherwise stated, automatically renew unless cancelled at least five business days' before the next billing date or subsequent subscription period. We will send you a prior reminder of the automatic renewal and your ability to cancel your subscription.

If at any time a pre-authorisation is taken on your credit card for a subscription fee inclusive of the cost of medication, and you are not ultimately prescribed, or elect not to purchase, any medication, we will promptly cancel the pre-authorisation and only charge you for the consultation(s) you have received. Any such pre-authorisation is not a commitment by you to purchase medication, or by our local partner to supply medication to you.

Mosh and Moshy pricing comprises:

  • amounts we collect and pass onto our local partner (where you elect to have your prescription dispensed by our local partner under the authority of your treating Doctor), as a service we provide to users (Pass-Through Amount); and
  • the balance, which covers everything else Mosh or Moshy offers within your subscription. This includes any non-prescription products you have purchased and telehealth consultations provided through our local partner which engages the Doctors (Our Fees).

Our Terms refers to the aggregate of each user's Pass-Through Amounts and Our Fees as the user's subscription fee, regardless of whether the transaction is a one-off purchase.

Your subscription covers your initial consultation with a Doctor and, if the Doctor prescribes medication and you wish to receive the medication from our local partner, your mail delivered medication. Your subscription also gives you the right to access support from Doctors (by video, phone or text) during your subscription period, at no extra cost.

You will be charged the subscription fee at the time a checkout is completed. The final subscription fee is determined after a Doctor has indicated what (if any) medication is to be prescribed and you have advised whether you wish to receive medication from our local partner, so that (if required) the actual cost of that medication (which we collect and pass on to our local partner on your behalf) can be incorporated into the subscription fee. If a Doctor determines you are not eligible for treatment, the subscription fee less the consultation fee will be refunded to you in accordance with clause 6.

If there is a change in your treatment plan or medication after payment which results in a different cost for the treatment or any medication, you will be notified and your subscription fee will be updated accordingly. Any overcharge based on a higher previous price will result in a credit note for the excess amount, to be automatically applied to your next subscription charge or purchase. You may also request a refund for that amount.

All subsequent subscription charges will occur on a monthly basis thereafter, or any other frequency selected at checkout, as applicable to the treatment plan, unless cancelled by giving us at least 5 business days' notice before your next billing date or subsequent subscription period.

You expressly authorise us to process the payment for the subscription fee via your nominated payment method(s) at the time a checkout is completed, and at each recurring billing date. We may, upon written notice to you, change the price for your current subscription, to take effect from your next billing date. If you do not agree to that change in price, you can cancel your subscription in accordance with these Terms.

Our policy is to process payments in a manner which results in the user's credit card statement recording limited detail, which assists in preserving privacy. More detailed information is available in your user account, which can only be accessed when you are signed in via your password.

We may, from time to time, enter into an agreement with a pharmaceutical company, for the supply of product which may or may not include financial support for the development of disease awareness campaigns. Healthcare prescribers operating on the Mosh and Moshy platforms are not in any way induced or obliged to write any prescription for any pharmaceutical product and act independently in accordance with their professional discretion. Mosh and Moshy, at all times, comply with the obligations of any applicable Laws including in regard to any such agreement with a pharmaceutical company.

All charges and prices as shown on our website are in Malaysian Ringgit and inclusive of SST where applicable and delivery charges.

6. Refunds & Credits

Subject to any additional rights you may have at law (including under the Consumer Protection Act 1999), the subscription fee will be refunded only if:

  • a Doctor determines that you are unsuitable for treatment;
  • a Doctor declines a request by you for a consultation which is covered by your subscription (the decision to approve or reject a request is at the Doctor's absolute discretion) and we are unable to schedule a replacement consultation with an alternative Doctor within a reasonable period;
  • an item you have ordered is out of stock and we are unable to offer you an equivalent item that is acceptable to you (equivalency to be determined by Mosh or Moshy in the case of non-prescription products, and a Doctor in the case of prescription products);
  • a product or pricing error is identified (in which case the refund will correct the error);
  • a Doctor changes your treatment resulting in a price change where the new price payable is different to the price you have already paid (in which case section 5 of these Terms apply);
  • our Money Back Guarantee applies (in which case section 9 of these Terms applies); or
  • we block or suspend your account under section 12 of these Terms. In the event you are entitled to a refund under this provision, we will calculate a pro-rata refund in good faith based on the period which has elapsed and/or the proportion of goods or services supplied to you between your most recent payment and the date on which we block or suspend your account.

Refunds relating to goods or services covered by your subscription that we, or our local partner, are unable to supply (or that you choose to obtain from a pharmacy of your choice) will reflect the proportion of your total subscription fee attributable to the relevant goods or services. If a subscription is cancelled after being billed but before an order has been processed and is awaiting shipment with our local partner, Mosh or Moshy (as applicable) can provide a credit to be utilised towards any other service available on the Mosh or Moshy platform (as applicable), subject to Doctor approval as required (see section 3. Services). Once an order has been processed and is awaiting shipment with our local partner, no refund or credit can be requested.

In the event you fail to complete one or more of the following (each a Required Action):

  • mandatory consult with a Doctor;
  • completion of consents, and acceptance of terms of use;
  • providing full and correct contact details; or
  • payment in full,

our local partner will be unable to process and ship your order. However, Mosh or Moshy (as applicable) will in good faith continue to provide access to all other aspects of the subscription service to ensure the Required Action(s) can be taken. Once there are no outstanding Required Actions, your order will be shipped.

If you have not completed the Required Actions to receive an order (Pending Order) before the next billing date, the Pending Order will be cancelled, and a credit will be allocated to your account and your subscription will be automatically cancelled. Credits remain valid on your account for a period of six (6) months from the credit issuance date. These credits will automatically be applied to future purchases on the platform in that time, but you may also redeem these credits by contacting our customer service team via email at hello@getmosh.com. You may also request a cash refund for a Pending Order in lieu of a credit. Any refunds will be processed using the original payment method used for the transaction.

7. Cookies

A cookie is a small text file stored in your computer's memory or on your hard disk for a pre-defined period of time. We use cookies to identify specific machines in order to collect aggregate information on how visitors experience this website. This information will help to better adapt this website to suit personal requirements. We may use third-party vendors to show our ads on sites on the Internet and serve these ads based on a user's prior visits to our website. We may also use analytics data supplied by these vendors to inform and optimise our ad campaigns based on your prior visits to our website. While cookies allow a computer to be identified, they do not contain personal information about a specific individual. For information on cookie settings of your internet browser, please refer to your browser's manual.

8. Linked sites

Our website may contain links to websites operated by third parties. Those links are provided for convenience and may not remain current or be maintained. We do not endorse and are not responsible for the content on those linked websites and have no control over or rights in those linked websites.

9. Mosh and Moshy Money Back Guarantee

We know how hard it can be to get started. That's why we instituted our 30-day Money Back Guarantee for our Weight Loss subscription programs (30MBG). This means, if you sign up for a Weight Loss program, and decide to cancel your treatment for any reason, we will offer you a full refund subject to the following conditions:

  • the offer only applies to the first subscription period (of 30 days);
  • you must request a full refund by contacting our Customer team at hello@getmosh.com;
  • we may require that you have a no-obligation consult with a Doctor (whether via the Mosh and Moshy platform or elsewhere) to ensure that you have the opportunity to ask questions and discuss your decision with a medical professional;
  • this offer only applies to treatment programs which include a prescription medication, and not to other subscriptions offered by us;
  • this offer only applies to our monthly plans including Commit & Save (section 20). For the avoidance of doubt, this offer applies to new sign-ups only and does not apply to changes of treatment, or to previous patients (including patients who have re-started their treatment); and
  • you must not be in breach of section 12 of these Terms.

10. Intellectual property rights

Unless otherwise indicated, we own or license from third parties all rights, title and interest (including copyright, designs, patents, trademarks and other intellectual property rights) in this website and in all of the material (including all text, graphics, logos, audio and software) made available on this website (Content).

Your use of this website and use of and access to any Content does not grant or transfer any rights, title or interest to you in relation to this website or the Content. However, we do grant you a licence to access the website and view the Content subject to these Terms and, where applicable, as expressly authorised by us and/or our third party licensors.

Any reproduction or redistribution of this website or the Content is prohibited. In addition, you must not copy the Content to any other server or location, and support for publication, reproduction or distribution is expressly prohibited.

11. No commercial use

This website is for your personal, non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any Content, software, products or services contained within this website. You may not use this website, or any of its Content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own website.

12. Unacceptable activity

You must not engage in any activity in connection with this website that is unlawful or which otherwise involves the following:

  • providing false, misleading or deceptive information in connection with any consultations;
  • acting on behalf of another person to obtain information or services;
  • attempting to exploit or misuse our services or Promotions, including by creating multiple accounts;
  • repeatedly completing an application process if a Doctor has previously deemed you unsuitable for telehealth services;
  • any act that would constitute a breach of either the privacy (including uploading private or personal information without an individual's consent) or any other of the legal rights of individuals;
  • using this website to defame or libel us, our employees, contractors, Doctors or other individuals;
  • using the website to harm, abuse, harass, stalk, threaten or otherwise offend others including our employees, contractors or any Doctor;
  • using this website for commercial purposes;
  • uploading files that contain viruses that may cause damage to our property or the property of other individuals; or
  • posting or transmitting to this website any content that is prohibited under any relevant law and non-authorised material including, but not limited to, material that is, in our opinion, likely to cause annoyance, or which is defamatory, racist, obscene, threatening, pornographic or which is detrimental to or in violation of our systems or a third party's systems or network security.

We reserve the right to block or suspend your account if you engage in any of the above conduct. If we allow you to post any information to our website, we have the right to take down that information at our sole discretion and without notice.

We take very seriously the right of Mosh and Moshy employees, contractors, Doctors and employees and contractors of our local partner to work in an environment which is safe and free from abuse and harassment. If an employee, contractor, Doctor or local partner employee or contractor raises concerns with us about their interactions with a user, we will assess the situation and we may either seek to reallocate the user to a different Doctor or block the user. If we become aware that a user is harassing, threatening or otherwise harming an employee, contractor, Doctor or local partner employee or contractor we will block that user's account and we will pass a copy of clinical records relating to that user onto a health care professional nominated by the user on request by the user.

13. Promotional offers and discounts

From time to time, we may offer promotions to new, existing and potential users (Promotions). All Promotions are subject to these Terms, in addition to any specific terms included in the promotional material.

Unless the Promotion expresses otherwise:

  • all Promotions are valid for only one use per user;
  • Promotions are non-transferrable;
  • only one Promotion can be used per transaction;
  • the use of a Promotion is always subject to patient eligibility and Doctor approval if the purchase includes a prescription treatment;
  • the value of the Promotion is not refundable, exchangeable or redeemable for cash;
  • Promotions apply to new subscription plans only and cannot be applied to existing subscriptions;
  • Promotions involving a discount off or credit note towards a subscription fee apply to the first billing cycle of the subscription only (payment collected at check-out), and the subscription fee will revert to the standard price from the second billing cycle;
  • where Promotions involve savings or discounts for users who remain on an active treatment plan for a specified period of time, eligibility is subject to the user maintaining an active and eligible treatment plan (including dosage if applicable) for the duration of the specified period. Users can opt out prior to the end of the specified period if their treatment plan or personal circumstances change (for example, if a Doctor determines that treatment is not suitable for them, or if a change to dosage or treatment plan makes the user ineligible for the Promotion). Any refund entitlements will be determined in accordance with section 6 of these Terms;
  • failed or missed payments may impact eligibility for a Promotion;
  • the standard price of any subscription is based on the product recommended by a Doctor from time to time, and pricing may be subject to change from time to time;
  • all Promotions are valid for a limited time only at Mosh and Moshy's sole discretion;
  • Mosh and Moshy may vary a Promotion from time to time where reasonable to do so. Any variation will not affect accrued promotional entitlements; and
  • all Promotions offered via this website are valid for use within Malaysia only.

14. Current Promotions

Any specific Promotion terms set out apply in addition to the Terms, including section 13, which apply to all Promotions. If there is any inconsistency, the specific Promotion terms will prevail to the extent of the inconsistency.

15. Use of AI assistant

We may provide access to AI-powered health features within our website or mobile application to support your health and wellness journey. These features may share general information, such as diet, exercise, and lifestyle suggestions, or provide information on your subscription or the services. This content is general in nature, not medical advice, and should never replace the judgment of a qualified healthcare professional. These AI features cannot diagnose, treat, cure or prevent any medical condition, and you should not rely solely on its outputs to make decisions about your health.

If you have a medical emergency, please contact local emergency services. If you have a question about your treatment or condition, you can contact our customer service team via email at hello@getmosh.com or your medical support team via the portal.

The features' responses are generated by artificial intelligence without human review. While we and our partners aim for accuracy, responses may be incomplete, outdated or contain errors. The outputs do not represent professional advice or the views of our staff. These features cannot enter into or facilitate a transaction or contract, or create binding obligations on behalf of anyone.

We may update, change or discontinue these features at any time, without notice. Use of these features is subject to these Terms. By accessing or using these features, you agree to comply with all such terms as they apply to your use of the feature. For further information on how your personal data is processed when you access or use these features, please refer to our Privacy Policy.

16. Warranties and disclaimers

By accessing our website, you assume all risks associated with its use, including but not limited to the risk that your computer, software or data may be damaged by any virus transmitted by this website or by any third party content or third party website.

To the extent permitted by law, all warranties, conditions and claims (whether express or implied) arising out of or in any way connected with our website and its use are hereby excluded. By accessing our website, you agree to indemnify Mosh, Moshy and each of its affiliates for any loss, damage, costs or expenses whatsoever suffered by any person or entity arising out of or in any way connected with your breach of these Terms.

17. Liability

To the extent permitted by law, in no event shall we be liable for any indirect loss, damage or expense - irrespective of the manner in which it occurs - which may be suffered due to your use of our website and/or the information or materials contained on it, or as a result of the inaccessibility of this website and/or the fact that certain information or materials contained on it are incorrect, incomplete or not up-to-date.

All Doctors are solely responsible for the clinical services they perform, including (in the case of our local partner) the dispensing of medications under the authority of a Doctor.

18. Prohibition and severance

If any of these Terms are determined to be illegal, invalid or otherwise unenforceable by reasons of the laws of any jurisdiction, then to the extent and within the jurisdiction which that Term is illegal, invalid or unenforceable, it shall be severed and deleted from the agreement and the remaining Terms shall survive, remain in full force and effect and continue to be binding and enforceable.

19. Jurisdiction and governing law

These Terms and your use of this website is governed by the law of Malaysia and you submit to the non-exclusive jurisdiction of the courts exercising jurisdiction in Malaysia.

20. Mosh and Moshy "Commit & Save"

The below outlines the terms and conditions for Mosh and Moshy's "Commit & Save" offer. By enrolling in this offer, you agree to these terms.

1. Offer Overview

The "Commit & Save" offer provides an initial recurring monthly discount on eligible Mosh and Moshy Weight Loss plans in exchange for a minimum commitment period. This offer is designed to help you save while maintaining consistency with your treatment.

2. Eligibility

2.1 General Eligibility

  • This offer is exclusively available for Mosh and Moshy Weight Loss plans and available to new, existing and returning customers. Note that if an existing and eligible customer has pending plan changes due to, e.g. titration, then contract changes will be updated upon the next billing cycle.
  • Treatment: This offer applies only to selected weight management treatments. Not all prescribed treatment options qualify.
  • If you are eligible, you will be given the option to claim this offer. If your Doctor recommends a treatment program that does not meet the eligibility requirements, standard pricing will apply.

3. Commitment Period

  • Minimum Commitment: Enrolment in the "Commit & Save" offer requires a minimum commitment of three (3) recurring orders (approximately 3 months of treatment). By opting into this offer, you commit to a 3-month lock-in period.
  • Auto-Renewal: At the end of each 3-month commitment period, your plan will automatically renew for another three-month commitment period, unless cancelled prior to the start of the next commitment period.

4. Billing

  • Billing: You will be charged on a monthly basis (approximately every 25 days) in line with your treatment schedule.
  • Not a Prepaid Plan: This is not a prepaid plan, and you are not required to pay upfront for the entire commitment period.

5. Discount Details

  • Discount Amount: This offer provides a minimum RM100 discount off the regular price of an eligible treatment plan each month in an active three (3) month commitment period (a minimum RM300 discount in total for that period).
  • Prices may vary across plans and dosages. If you are deemed clinically eligible by a Doctor and qualify for a weight loss plan, you will be given the option to claim this offer at checkout.

6. Combination with Other Offers

  • This offer is not available in conjunction with other offers.

7. Cancellation Terms

  • Early Cancellation: During the 3-month commitment period, early cancellation is permitted under specific circumstances (for example, your Doctor advises that treatment isn't right for you). To request an early cancellation due to medical or other exceptional reasons, please contact our support team for review.
  • A termination fee may apply. The termination fee is calculated based on the equivalent savings realised by you under the "Commit & Save" offer compared to the applicable month-to-month pricing, for any orders shipped prior to cancellation.
  • Cancellation is always scheduled to take effect at the end of your current commitment period unless due to medical or other exceptional circumstances as approved by Mosh and Moshy at its discretion. If immediate, then it will apply at the end of your current billing cycle. If you do not cancel before the end of your current commitment period, your plan will automatically renew for a further 3-month commitment period.
  • You can schedule the cancellation of your subscription from your portal.

8. Modifications to Terms

Mosh and Moshy reserves the right to modify these terms and conditions at any time. Any changes will be communicated to customers enrolled in the offer in advance and will take effect from the start of your next commitment period. Continued participation in the "Commit & Save" offer after such modifications constitutes acceptance of the new terms.

Last updated: 28 July, 2026