Privacy Policy | Refund Policy | Terms Of Use

Privacy Policy

PERSONAL DATA PROTECTION POLICY FOR PATHOLOGY & CLINICAL LABORATORY (M) SDN BHD (“PATHLAB”)

This Personal Data Protection Policy is issued to all our existing, immediate and/or prospective customers pursuant to the Personal Data Protection Act 2010 ("the Act"). We are committed to safeguarding your privacy and ensuring that your personal data is protected. We therefore make sure that our policies and practices in relation to personal data comply with the requirements of the Act under the laws of Malaysia. 

1. Privacy Policy 
   

   This privacy policy applies to pathlab.com.my (“the Site”) and Pathlab App (“the App”) and to personal data collected about you by Pathlab (“we”, “us” or “our”). By using the Site and/or the App, you are agreeing to the terms of this privacy policy. If you do not agree with any term of this policy, please do not use the Site and/or the App.
   
   Please note that this Privacy Policy may be amended from time to time by posting the updated version here on the Site and/or App. You are advised to check it on a regular basis.

2. Personal Data Collection and types of personally identifiable information collected
   
   2.1 In the course of your dealings with Pathology & Clinical Laboratory (M) Sdn Bhd and its subsidiaries (“Pathlab”), we will require you to voluntarily provide data and information about yourself (“Personal Data”) to enable us to deliver notices, services and/or products in connection with our future services / products, new product launches and promotional events with business partners & associates.
   
   2.2 When using the Site and/or App, you may be require to provide Personal Data which may include but not limited to information concerning your name, date of birth, Identity card number, passport number, medical history, address, gender, race, nationality, contact information, email address, education, occupation, telephone or fax number, preferred mode of communication, religion, credit card details, bank name and other information where permitted by applicable law.
   
   2.3 We use cookies and similar technologies to collect data about your use of the Site and/or App. For your information, Cookies are small computer files that can be stored on your computer for the purposes of obtaining configuration information and analysing your browsing habits. They can save you from registering again when re-visiting a web site and are commonly used to track your preferences in relation to the subject matter of the website. You may refuse to accept Cookies (by modifying the relevant Internet options or browsing preferences of your computer system), but if you do so you may not be able to utilize or activate certain available functions on our Site and/or App.
    
3. Purpose
   
   3.1 You agree that all the Personal Data provided by you to us may be used and retained by us for the following purposes and for other purposes as may be agreed between you and us or required by law from time to time:-
   • Providing the service;
   • Analyzing, verifying and / or checking your credit, payment and / or status in relation to the provision of the Services;
   • Processing any payment instructions, direct debit facilities and / or credit facilities requested by you;
   • Enabling the daily operation of your account and / or the collection of amounts outstanding in your account in relation to the Services;
   • Carrying out data sorting and analysis to enable us to better understand your characteristics and buying behaviour and to provide other services better tailored to your needs, and to assist us in selecting goods and services that are likely to be of interest to you;
   • Providing you with regular communications from us with details of the Services and its benefits;
   • The normal management, operation and maintenance of the performance of the Services;
   • Research for service improvement and designing new, or improving existing, services provided by us, and/or our subsidiaries to you;
   • Investigation of complaints, and suspected suspicious transactions;
   • Prevention or detection of crime;
   • Disclosure as required by law;
   • Our internal record keeping and maintenance of customer records;
   • Aggregated behavioural analysis;
   • Any subsequent commercial transaction in relation to any promotion, products and/or services.
      

   3.2 Further, we would also use your Personal Data (including your name, telephone number, address and email address and other information provided to us when you register) for direct marketing to you (whether by post, email, phone, SMS, social network applications or internet social media or the like) in relation to:

   • Offers and promotions from us;
   • Offers and promotions offered by our subsidiaries; and
   • Other offers and promotions from the third party merchants that we cooperate with to provide benefits to our customers.
      
4. Source of Personal Data
   
   4.1 The Personal Data will be legitimately and transparently obtained in the following manner:-
   • Official registration forms (either electronic or printed) or any other promotional events;
   • Official Request for Information forms that are provided to you by our employees or agents;
   • Any email or any correspondence that we have received from you requesting for information or making any inquiries;
   • Any form that you have submitted on our Site and/or App or any websites contracted by us;
   • Any referral from a person which have included their verifiable personal contact details;
   • Business cards that were dropped or given to our employees, clinic and hospitals or associates; or
   • Any document (including but not limited to statutory forms and returns) that were submitted to us for processing.
   
   
   
   

   4.2 The Personal Data provided to us are wholly voluntary in nature and you are not under any obligation or under any duress to do so. The failure to provide the Personal Data may result in the following and we shall not be held liable for any of the consequences arising therefrom:

   • The inability for us to provide you with the test results, notices, services and/or products requested;
   • The inability for us to update you with the latest product and/or launches; and
   • The inability to comply with any applicable law, regulation, direction, court order, by laws, guidelines and/or codes applicable to us.
     
      
5. Disclosure of Personal Data
   

   5.1 We may disclose and/or transfer (whether in Malaysia or outside Malaysia) your Personal Data to:

   • Any related entities and/or subsidiaries of Pathlab, including those incorporated in the future;
   • Classes of third parties which shall include our business partners and affiliates that provide related services or products in connection with our business;
   • Our auditors, consultants, lawyers, accountants or other financial or professional advisers appointed in connection with our business;
   • Our third party service providers, third party management companies, sub-contractors or other parties as may be deemed necessary by us to facilitate your dealings with us; and
   • Any of our actual or proposed assignees or transferees of our rights with respect to your Personal Data in connection with a sale of business, disposal, acquisition, merger, transfer or re-organization (whether in respect of assets or shares) to use, hold, process or retail such Personal Data.
      

   5.2 Third parties are legally tasked with processing your Personal Data in line with principles specified by Pathlab. Third parties are also held legally responsible for securing your Personal Data at an appropriate level of security in relation to applicable data protection laws and widely accepted industry standards.

   5.3 You may at any time withdraw, in full or in part, your disclosure consent given previously, in each case subject to any applicable legal restrictions, contractual conditions and a reasonable time period at our corporate offices located at the address given in 7.1 below.

6. Security
   
   6.1 Your Personal Data will be kept and processed in a secured manner. The appropriate administrative, technical and physical safeguards, policies and procedures will be implemented, as far as practicable, in accordance to the applicable laws and regulations aim to prevent any unauthorized and/or unlawful processing of, and the accidental loss, destruction, alteration, access, disclosure or use of your Personal Data.
   
   6.2 Pathlab is committed to taking appropriate technical, physical and organisational measures to protect your Private Data against unauthorised access, unlawful processing, accidental loss or damage, and unauthorised destruction of your Private Data.
   
   6.3 Compliance with these provisions will be required of all third-party administrators who may access your Private Data, as described in the ‘Disclosure of Personal Data’ in Section 5 above.
    
7. Right of Access
   
   7.1 You have the right to:-
   • Request access to your Personal Data in our records for verification purposes. You may access and review all of your Personal Data held by us;
   • Request for correction of your Personal Data in our records in the event the information is inaccurate, misleading, out-of-date or incomplete upon validation and verification of the new information provided;
   • Request that your Personal Data shall only be kept for the fulfilment of the purpose of the collection of such information;
   • Request for proof of policy and procedure in relation to the safeguarding and guarantee of your Personal Data in our records;
   • Request that we specify or explain its policies and procedures in relation to data and types of Personal Data handled by us;
   • Opt out from receiving direct marketing materials from us at any time;
   • Withdraw your consent for the processing of your Personal Data. Any withdrawal of consent shall affect our ability to fulfil our obligations to you;
   • Request that your Personal Data be deleted. However, this would be subjected to the applicable laws of Malaysia related to retention of Personal Data;
   • Any request in relation to the above shall be done in writing (whether in person or sent by post or email) and addressed to:-
   • In accordance with the Act, we have the right to charge you a reasonable fee for the processing of any Personal Data access request.
      

   Database Department
   Pathology & Clinical Laboratory (M) Sdn Bhd
   Wisma KAM, 87-91, Jalan SS 25/2 Taman Bukit Emas,
   47301 Petaling Jaya,
   Selangor
    

   Tel: 03-78098171 / 8172
   Fax: 03-78805687
   Email: database@pathlab.com.my

8. Limit of Processing Personal Data
   
   8.1 The Personal Data provided to us undergoes processing as and when required or upon scheduled maintenance. The definition of processing defines it as "any operation or set of operations which is performed upon Personal Data, whether or not by automatic means, such as collection, recording, organization, storage, adaptation or alteration, retrieval, consultation, use, disclosure by transmission, dissemination or otherwise making available, alignment or combination, blocking, erasure or destruction;"
   
   8.2 You have the right to limit in part or wholly any of the processes by which your data is subjected to in terms of the operations allowed to be performed upon it, the period of time allowed or alternatively the date line of the consent given. Pathlab is responsible to determine the purposes and means of the processing of Personal Data. 
   
   8.3 You may at any time withdraw or amend, in full or in part, your processing consent given previously, in each case subject to any applicable legal restrictions, contractual conditions and a reasonable time period in writing to our corporate offices located at the address given in 7.1 above
    
9. Retention of Personal Data
   
   Your Personal Data will only be retained for as long as necessary to fulfil the purpose for which it was collected or as required by the laws of Malaysia (Limitation Act and any other laws related to Personal Data. Upon the expiry of the retention period or when the Personal Data is no longer required, it will be permanently deleted based on our internal policies.
    
10. Language 
    
    In accordance to the Personal Data Protection Act 2010, this Policy is issued in Bahasa Malaysia, English and Chinese languages. In the event of any inconsistency, the English language version of this Policy shall prevail.
    
    This Personal Data Notice was last updated on 24 April 2026.

Refund Policy

1. Refund is subject to a case-by-case basis for services not rendered. All refund request must be submitted within 7 days of your purchased date OR 3 days before visit.
2. For Cancellation & Refund, please email to cust.service@pathlab.com.my by stating your Name, Order/Payment ID, Contact No & Reason(s) for return/refund. Our customer service will verify the refund reason and get back to you within 48 hours.
   (Monday - Friday, excluding Public Holidays). 
3. If your refund request is approved, the refund payment will be debited to your bank account within 14 to 30 working days depending on the payment methods & appointed bank refund policy.
4. Package(s) purchased shall be redeemable only for the services specified, and shall only be available for redemption before the given expiry dates.
5. Package(s) purchased cannot be exchanged or redeemed for cash.
6. Package(s) purchased cannot be combined with any other Voucher, discount or promotional offer unless otherwise specified.
7. Package(s) purchased may contain terms and conditions that supplement, and are to be read as in addition to, these Terms and Conditions. In the event of any inconsistency between the Package Terms and these Terms and Conditions, the Package Terms shall prevail.
8. Pathology & Clinical Laboratory (M) Sdn Bhd reserves the right to reject any exchange, return, refund deemed unfit or unreasonable.

Terms Of Use

TERMS AND CONDITIONS FOR ONLINE PURCHASE

In these terms and conditions, the "Company" will mean Pathology & Clinical Laboratory (M) Sdn Bhd and the "Customer" will mean any person, firm, company or body which places an order with the Company. Please read these terms and conditions carefully before using the site. By using the site or any part of it, you agree that you have read these terms and conditions and that you accept and agree to be bound by them.

Please also read these terms and conditions carefully and make sure that you understand them, before ordering any products from the site. Please note that before placing an order you will be asked to agree to these terms and conditions. Please click on the button marked "I Accept" at the end of these terms and conditions if you accept them. If you refuse to accept these terms and conditions, you will not be able to order any products from the site.

GENERAL

1. You agree that the Company reserves the right to amend these terms and conditions at any time, in the Company’s sole discretion, by posting any such amendment(s) to the Company’s website without prior and separate notice.
2. Your continued use of the site or any part of it after amendment to these terms and conditions is posted will be deemed as full knowledge and acceptance of the revised terms and conditions. If you do not agree to any such amendment(s), your sole recourse shall be to cease using the site.

PRICE AND PRODUCT

1. The Company shall make every effort to ensure that prices, details and sizes of products on this website are up to date. Prices are subject to change without prior notice and all orders are subject to Company's acceptance at its sole discretion and stock availability.
2. The Company shall make every effort to ensure products displayed on the website are in stock. If from time-to-time products become out of stock, the Company reserves the right to offer alternative product's to the Customer of similar value and range.
3. Prices charged for purchases on this website may be different from those charged in our stores.
4. The prices charged are those applicable on the day you order.
5. All orders are subject to confirmation of final availability and the Company reserves the right to reject the order in the event that any of the products or services requested is unavailable. In the event that we are unable to fulfil any of the products or services in your order, we will notify you by phone or email.
6. All pictures and images of the products displayed on this site are for illustration purposes in order to help the customer to recognise the products only. The actual size, dimension and colour of the products may differ.

REGISTRATION AND ACCOUNT SECURITY

1. To register with the Company website, you must be over eighteen (18) years of age.
2. Customer is required to register before placing any order through this website.
3. During the registration:
   • You must provide us with accurate, complete and up to date registration information;
   • You must safeguard your username and password;
   • You authorize us to assume that any person using the site with your username and password is either you or is authorized to act for you.
4. The Company has the absolute discretion to refuse registration of a potential customer and to terminate the registration of any customer for any reason whatsoever.
5. Customer must inform Pathlab Customer Careline at 03-78826888, or self-update in your account’s personal profile, immediately of any changes to the information that you had provided so that we can communicate with you effectively.
6. Customer shall be liable for every order made under your login and agrees to indemnify the Company for all claims, damages whatsoever made by any third party arising from the actions of a person placing orders through this website using your login.
7. Should you find any unauthorised use of your login, you shall notify the Company immediately and effectively.

ONLINE ORDER

1. Once you have selected a package/service that you wish to order via pathlab.com.my, you will then be shown (on the website) the charges you must pay including taxes, if applicable, and any applicable delivery charges.
2. Customer shall pay for the order in full at the time of ordering by supplying us with your credit card details from a credit card company acceptable to us, or online payment which we require in order to process your order. Alternatively, you may pay by using Pathlab online e-member points. The credit card account or member account must have sufficient funds or member points to cover the proposed payment to us.
3. We shall not be obliged to supply the product to you until we have accepted your order. An order shall be formed and we shall be legally bound to supp ly the product to you when we accept your order. Acceptance shall take place when we expressly accept your order by email to you, in the form of a document called a "Confirmation of Order" stating that we are accepting your order.
4. Until the time when we accept your order, we reserve the right to refuse to process your order and you reserve the right to cancel your order.

CANCELLATION & REFUND

1. The Company may cancel an order if the product is not available for any reason. We will notify you if this is the case and return any payment that you have made.
2. Refund is subject to a case-by-case basis for services not rendered. All refund request must be submitted within 7 days of your purchased date OR 3 days before visit.
3. For Cancellation & Refund, please email to cust.service@pathlab.com.my by stating your Name, Order/Payment ID, Contact No & Reason(s) for return/refund. Our customer service will verify the refund reason and get back to you within 48 hours. (Monday - Friday, excluding Public Holidays). 
4. If your refund request is approved, the refund payment will be debited to your bank account within 14 to 30 working days depending on the payment methods & appointed bank refund policy.
5. Package(s) purchased shall be redeemable only for the services specified, and shall only be available for redemption before the given expiry dates.
6. Package(s) purchased cannot be exchanged or redeemed for cash.
7. Package(s) purchased cannot be combined with any other Voucher, discount or promotional offer unless otherwise specified.
8. Package(s) purchased may contain terms and conditions that supplement, and are to be read as in addition to, these Terms and Conditions. In the event of any inconsistency between the Package Terms and these Terms and Conditions, the Package Terms shall prevail.
9. Pathology & Clinical Laboratory (M) Sdn Bhd reserves the right to reject any exchange, return, refund deemed unfit or unreasonable.

PAYMENT TERMS

1. We accept payment by Debit/Credits, Visa, MasterCard, Online Banking and e-Wallets. Pathlab shall not be liable for any credit card fraud. Please note that we do not receive cash on delivery.
2. All product prices listed are in Ringgit Malaysia (RM).
3. To provide secure online commerce transactions, we employ Internet's Secure Sockets Layer (SSL) technology. It encrypts your personal information, including credit card number, name and address, so that it would not be read as the information travels over the Internet. To check SSL Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
4. The Company may from time to time set credit limits for individual customers and the Company reserves the right to limit sales including the right to decline sales to any customers.
5. Full payment in respect of an order must be made upon the placing of the order. If your payment cannot be processed, the order will be not be accepted and you are advised to contact your card issuer to resolve any problem concerning the use of your credit card in order to continue with the order.
6. We reserve the right to change the payment terms for any order without prior notice.
7. If payment for any order has already been made but the order is not accepted by us, you will be entitled to a refund, depending on the period of time your financial institution needs to arrange the refund. We shall not be liable with respect to any loss, damage, cost or expense that you or any person may incur as a result of any delay in your financial institution processing the said refund

FORCE MAJEURE

We shall not be liable for any delay or failure in our performance caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.

DATA PROTECTION

Kindly refer to our Privacy Policy which forms part of these Terms and Conditions.

APPLICABLE LAW

These Terms and Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be resolved exclusively only by the Courts of Malaysia.

DISCLAIMER

By accessing and using www.pathlab.com.my, you acknowledge and accept that the use of the site is at your own risk. Subject to any rights you may have under any consumer protection law and to the fullest extent permitted by law, we shall not be liable for any direct, indirect, incidental, consequential or punitive damage or for damages for lost profits or for loss of revenue arising out of any use of, access to, or inability to use the site. Without limiting the foregoing:

To the extent permitted by law, this site and all information and materials contained in it are provided “As Is” without any warranty of any kind either express or implied including but not limited to any implied warranties or implied terms as to title, quality, merchantability, fitness for purpose, privacy or non -infringement. We have no liability or responsibility for any errors or omissions in the contents of the site, to the extent permitted by law. We assume no responsibility and shall not be liable (to the extent permitted by law) for any damage or injury arising out of any use of or access to the site/catalogue, or any failure of performance, error, omission, interruption, deletion, defect, delay in operation or transmission, computer virus, communication line failure, interception of online communication, software or hardware problems (including without limitation loss of data or compatibility problems), theft, destruction or alteration of the site, whether for breach of contract, tortious behaviour, negligence or, under any other cause of action resulting directly or indirectly from any access or use of the site/catalogue, or any uploading, downloading or publication of data, text images or other material or information to or from the site.