Terms of Service

1. Our service

Meddy is a technology company that provides an online platform connecting Customers and patients with independent companions for medical appointments at hospitals, polyclinics, and specialist outpatient clinics in Singapore. The services Meddy provides - matching, booking, coordination, payment handling, and support - are referred to in these Terms as the "Platform Services".

The companionship itself (the "Companionship") is provided by independent companions (each a "Companion"), who are independent third parties and not employees, agents, or staff of Meddy. Where Companionship is provided by a Companion, Meddy's role is limited to linking the Customer with a suitable Companion and providing the Platform Services.

Meddy is not responsible for the acts or omissions of any Companion in the course of providing Companionship. Companions bear all liability in relation to the Companionship they provide, and the Companionship provided by a Companion is not deemed to be provided by Meddy.

Certain elements of a booking, in particular transport arranged through Meddy's own accounts, are provided or procured by Meddy itself and are governed by Section 5.5 (Transport).

Meddy does not provide medical, clinical, nursing, or therapeutic services of any kind.

2. Acceptance of terms

These Terms of Service (“Terms”) govern your access to and use of the Meddy website and services operated by Meddy Pte. Ltd. (“Meddy”, “we”, “us”, “our”), a company incorporated in Singapore.

By accessing our website, submitting a booking request, or applying to become a companion, you confirm that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy, which is incorporated by reference. If you do not agree to these Terms, please do not use our services.

We reserve the right to modify these Terms at any time. Updates take effect immediately upon posting. Your continued use of our services following any update constitutes acceptance of the revised Terms. A booking already submitted remains governed by the version in force when it was submitted (see Section 11).

3. Eligibility

3.1 Customers

In these Terms, the "Customer" is the person who submits a booking request and pays for it, whether for themselves or on behalf of a patient. To submit a booking request, you must be at least 18 years of age and be legally capable of entering into a binding agreement. By submitting a booking, you confirm that the patient meets Meddy’s eligibility criteria as described in the booking form, and that all information provided is accurate and complete.

3.2 Companion applicants

To apply as a companion, you must be a Singapore Citizen or Permanent Resident, at least 21 years of age, and legally authorised to work in Singapore. Acceptance of an application is at Meddy’s sole discretion. Meddy reserves the right to decline any application without providing a reason.

3.3 Patient eligibility

Meddy’s companions provide non-medical accompaniment only, and the service is suitable only for patients whose needs fall within that scope. When booking, the Customer is asked to confirm that the patient: (a) can get in and out of a standard vehicle with no more than light assistance, as companions cannot manually lift or carry a patient; (b) does not require constant one-to-one supervision (for example, due to moderate to severe dementia), as the companion may need to step away briefly during the appointment; and (c) is generally calm and cooperative, as companions are not equipped to manage agitated, distressed, or unpredictable behaviour.

The Customer is responsible for confirming that the patient’s needs fall within the scope of the service, and Meddy may decline or terminate a booking where they do not, in accordance with Section 8.2.

4. Booking & payment

4.1 Confirmation

A booking is only confirmed upon receipt of full payment via PayNow. Submission of a booking request does not constitute a confirmed booking - the Customer must complete payment via the dynamic PayNow QR code shown on the booking confirmation page and sent to the Customer by email. Payment is due upon submission; matching begins only once payment is received.

Up to three payment reminders may be sent by email. Any booking that remains unpaid by the companion's scheduled arrival time on the appointment day is automatically cancelled.

Once payment is verified, Meddy will match a companion and notify the Customer at least 2 business days before the appointment, provided payment is received at least 3 business days before the appointment; where payment is received later, matching is completed within 1 business day of payment and no later than the appointment itself.

If Meddy is unable to match any companion to the booking, a full refund will be issued within 3 business days.

4.2 Pricing

The applicable fees for a booking are displayed in the booking form’s cost summary before submission. Fees vary by journey type selected and, where transport is included, by estimated driving distance and appointment time. The booking form is the authoritative reference for the fees applicable to any specific booking.

The companion service fee covers a 4-hour service window from the appointment time. Where journey options are selected (home pick-up or return home), a door-to-door service fee of SGD 20 applies per leg (SGD 40 for a two-way journey). If the companion is required to arrive earlier than the included free buffer, the additional time is charged at the prevailing early companionship rate and included in the upfront total. Where the companion is required to arrive before 7:00am, a flat early transport surcharge of SGD 20 applies.

For bookings that include a journey, a taxi / ride fare is determined at the time of booking based on the estimated driving distance between the patient’s home address and the hospital, the journey type, and the appointment time. The applicable taxi / ride fare is selected from a predefined fare schedule and displayed to the Customer before the booking is submitted. Any taxi / ride fare for a journey or leg that does not take place is refundable in accordance with Section 4.5 (Cancellation & refunds). For Appointment Only bookings, no taxi / ride fare is collected.

The taxi / ride fare is a fixed amount that contributes towards the journey cost. Meddy covers any shortfall if the actual fare is higher; any remainder is retained by Meddy. No adjustment to the taxi / ride fare will be made after the booking is confirmed.

Taxi / ride fare estimates rely on a third-party mapping service. If it is temporarily unavailable, please contact us via WhatsApp to complete your booking.

All fees are stated in Singapore Dollars and are inclusive of Goods and Services Tax (GST) where applicable.

4.3 Service window & overtime

The 4-hour service window begins at the stated appointment time. If the service extends beyond this window, overtime is charged at the prevailing overtime rate in 1-hour increments. By confirming the booking, the Customer pre-authorises these charges. A PayNow payment request for any overtime will be sent upon service completion and is due within 24 hours. Overtime charges that remain unpaid after this period remain due, and Meddy reserves the right to recover any outstanding amount.

4.4 Companion stays until you arrive

For Appointment only and Home pick-up only journeys, the companion will remain with the patient until the Customer or an authorised person physically arrives to take over. Verbal or remote permission to leave is not sufficient. The Customer is responsible for arranging timely handover. If the patient is admitted for inpatient care, the companion’s service concludes at the point of handover to the hospital nursing team.

4.5 Cancellation & refunds

All cancellation deadlines are measured from the companion’s scheduled arrival time for the booking, not the appointment time, as this is when the companion’s commitment begins.

Changes to a confirmed booking (for example the date, time, or other details) may be requested through the booking management link up to 24 hours before the companion’s scheduled arrival time. Within 24 hours of arrival, the booking can no longer be amended online; the Customer may still cancel in accordance with the deadlines below, or contact Meddy via WhatsApp. Any requested change is subject to companion availability. Whether a cancellation is subject to the late-cancellation fee depends on whether a companion is assigned to the booking at the time of cancellation: where a companion is assigned, the cancellation terms in this Section 4.5 (including any late-cancellation fee) apply; where no companion is assigned, a full refund is issued regardless of timing.

• 24 hours or more before arrival: full refund.
• Between 1 and 24 hours before arrival: full refund less a flat SGD 60 late-cancellation fee. All other amounts paid, including transport fares and surcharges, are refunded.
• Within 1 hour of arrival: the companion service fee is non-refundable, as the companion’s time is committed. Any transport fares and surcharges for a journey that has not taken place remain refundable. Online cancellation is closed within this window; please contact Meddy via WhatsApp.

The flat SGD 60 late-cancellation fee compensates the assigned companion for holding the time slot and covers refund handling. The companion service fee represents the Customer’s reserved companion time and is the only component that becomes non-refundable within the final hour. Transport fares and surcharges are charged only to the extent the corresponding service actually takes place, and are otherwise refunded.

Reduced service. Once the companion has commenced the service, the booking is treated as delivered rather than cancelled. If the service is shortened on the day - for example, the patient returns home earlier than booked, or the Customer takes over and the companion is not required to escort the patient home - the companion service fee continues to apply, and Meddy refunds the fees for any door-to-door legs, transport fares, and surcharges that did not take place.

Where Meddy is unable to match a companion, or cancels a confirmed booking for a reason attributable to Meddy, a full refund is issued regardless of timing.

All refunds are processed via PayNow within 3 business days.

4.6 Clinic and hospital payment

Companions are not authorised to handle payment to clinics, hospitals, or any third-party healthcare provider on behalf of the patient or Customer. For restructured hospitals and polyclinics, the patient may settle the bill at the hospital payment kiosk (NETS or credit card) or via HealthHub at his/her own convenience. For private clinic and hospital appointments, the patient is expected to pay directly at the counter. If the patient is unable to do so, the companion may assist by forwarding the clinic’s PayNow QR code to the Customer via WhatsApp.

4.7 Patient refusal

If the patient refuses to be accompanied on the day of service, the companion service fee still applies, as the companion attended and their time is committed. Any transport fare for a journey that does not then take place is refunded in accordance with Section 4.5. The Customer is responsible for informing Meddy of any likelihood of patient non-compliance before booking.

4.8 Nature of the agreement

The agreement for the Companionship is formed directly between the Customer (on behalf of the patient) and the assigned Companion. Meddy is not a party to that agreement. Meddy’s agreement with the Customer is limited to the provision of the Platform Services.

Meddy collects the Companion’s service fee from the Customer as the Companion’s authorised collection agent and remits it to the Companion, net of Meddy’s platform fee, in accordance with Meddy’s payout schedule. This limited collection agency does not make Meddy responsible for the Companionship.

4.9 Appointment responsibility

Meddy provides Platform Services to support a medical appointment but does not guarantee that the patient will attend, arrive on time for, or complete any appointment. Scheduling, confirming, and where necessary rescheduling the appointment, and arranging any leave or alternative care, remain the responsibility of the Customer and patient.

5. Service scope & companion role

5.1 Named patient only

The companion is assigned solely to the named patient stated in the booking. The companion cannot be redirected to assist other individuals during the service window.

5.2 Non-medical role

Companions provide non-medical accompaniment only. They cannot administer medication, make medical decisions, sign consent forms on behalf of the patient, or provide clinical care. Medical decisions remain solely with the patient, family, and treating doctors. Companions can assist the patient with walking and moving - including light steadying and guiding, and transfers where the patient bears their own weight (for example, between a car and a wheelchair). Companions do not provide, and must not be asked to provide: bathing, dressing, toileting, hands-on feeding (the patient must be able to feed themselves), medication, or heavy lifting (as distinct from the light, patient-weight-bearing transfers described above). A companion may decline any such request, and Meddy may decline or terminate a booking that requires it, in accordance with Section 8.2.

5.3 Consultation room

Even if the Customer has consented to the companion being present in the consultation room, the patient retains the right to decline on the day. The companion will respect the patient’s wishes.

5.4 Emergency protocol

In a medical emergency, the companion’s obligation is to call 995 immediately, remain with the patient until help arrives, and notify the Customer as soon as practicable. The companion is not expected or authorised to provide any form of medical treatment. By confirming the booking, the Customer authorises the companion to call emergency services without seeking family approval first in such circumstances.

5.5 Transport

Transport is arranged by Meddy through third-party providers using Meddy’s own accounts, as a convenience so that Companions are not required to pay out of pocket. The taxi / ride fare is a fixed amount set by Meddy; Meddy bears any shortfall where the actual fare is higher and retains any surplus. Transport is therefore provided or procured by Meddy in its own name and does not form part of the Companionship provided by the Companion.

For bookings involving a journey, the companion will arrange transport by private hire vehicle (PHV) or taxi on the patient’s behalf. No stops or diversions from the stated route are permitted.

The pick-up and return addresses stated in the booking are confirmed and cannot be changed on the day of service.

Additional passengers may travel in the booked vehicle provided a seat remains available for the companion. If the Customer or a family member meets the patient at the hospital or clinic and wishes to take over at that point, the companion’s service concludes upon handover - the companion is not required to escort the patient home in this case. Any taxi / ride fare for a leg of the journey that does not take place, such as an unused return trip, is refunded in accordance with Section 4.5 (Cancellation & refunds).

5.6 Post-appointment consultation relay (optional)

Where the Customer has opted in at booking and the companion is present in the consultation room, the companion may relay what the doctor said to the Customer verbally or via WhatsApp, depending on circumstances. This relay is subject to the following:

• The companion is a non-medical layperson. The relay is drawn from memory and may be incomplete, imprecise, or inaccurate - particularly where complex medical terminology is involved.
• The relay is not a medical record, clinical communication, or substitute for consulting the treating doctor. The Customer should not make medical decisions solely on the basis of the relay and is encouraged to contact the clinic or treating doctor directly to confirm any specific details.
• The patient retains the right to decline the relay at any time during the service, including on the day of the appointment. If the patient declines, nothing will be relayed and this decision will be respected without question. If the patient is unable to give a clear answer on the day, the companion will proceed on the basis of the consent the Customer confirmed at booking.
• If the companion is not present in the consultation room, whether due to the patient’s preference on the day or any other reason, no relay is possible.
• Where written discharge or follow-up instructions are provided by the clinic, the companion may photograph and forward these directly. Forwarded documents are verbatim clinical outputs and are not a companion relay.
• Where the Customer has pre-submitted questions for the doctor, the companion will share these with the patient before the consultation. The companion will raise them with the doctor unless the patient declines on the day. The patient may decline any question without explanation.
• The relay is given only to the Customer, not to anyone else present.

5.7 Companion assignment, substitution, and unavailability

Meddy assigns a suitable Companion to each booking at its discretion and does not guarantee any specific individual Companion. Meddy may substitute an assigned Companion before or during the service where reasonably necessary, for example due to illness, emergency, or scheduling.

If, on the day of service, the Customer or patient asks to change the assigned Companion, Meddy will consider the request. Where the request is based on a reasonable concern about the Companion’s conduct or suitability (as assessed by Meddy acting reasonably), Meddy will use reasonable efforts to source a replacement. If no replacement Companion can be provided, the remedy in Section 8.3 applies. Meddy is not responsible for any appointment missed, delayed, rescheduled, or attended by other means as a result.

Where the request is not based on a reasonable concern about the Companion (for example, a change of preference or mind), and the Customer chooses not to proceed with the assigned Companion, the booking is treated as a customer-initiated cancellation and is governed by the cancellation and refund policy in Section 4.5.

5.8 Incidental requests outside our service

From time to time a Customer or patient may ask a companion to accommodate an incidental request that falls outside the services described in these Terms. Any such request is carried out at the direction and risk of the Customer or patient. Meddy and its companions accept no responsibility for the outcome of such a request, including the suitability of, or any adverse reaction to, any item obtained at their direction.

6. Companion engagement

Companions accepted onto the Meddy platform will be required to enter into a Companion Partner Agreement prior to their first assignment. The terms of that agreement govern the companion relationship and take precedence over these Terms in the event of any conflict.

Companions are independent contractors. They set their own availability and may accept or decline any assignment. Meddy does not guarantee a minimum volume of assignments to any companion.

7. User conduct

By using our services, you agree not to:

• Provide false, inaccurate, or misleading information in any form or communication with Meddy
• Attempt to arrange services directly with a companion outside of the Meddy platform
• Harass, abuse, or threaten any companion, Meddy personnel, or other user
• Use our services for any unlawful purpose
• Interfere with the proper delivery of the service

Meddy reserves the right to refuse service or terminate access for any user who breaches these obligations.

8. Limitation of liability & indemnity

To the fullest extent permitted by Singapore law, Meddy excludes all liability for:

• Any injury, illness, accident, or adverse health outcome occurring before, during, or after the service
• Any act or omission by the companion, whether negligent or otherwise
• Any loss, theft, or damage to personal property during the service
• Any indirect, consequential, or special loss arising from use of our services, including without limitation loss of income or wages, the cost or value of any leave taken or consumed, a missed, delayed, or rescheduled appointment, and any rebooking, alternative transport, or alternative care arrangement costs
• Any action taken or not taken in reliance on a post-appointment consultation relay, including any error, omission, or inaccuracy in such relay

Nothing in these Terms excludes or limits Meddy’s liability for death or personal injury caused by Meddy’s negligence, fraud, or wilful misconduct, or any other liability that cannot be excluded under applicable Singapore law.

Meddy’s aggregate liability in connection with any booking shall not exceed the total amount paid by the Customer for that booking.

8.1 Customer indemnity

The Customer agrees to indemnify and hold harmless Meddy and its companions against any claim, loss, or liability arising from: (a) information provided that was inaccurate or incomplete; (b) the patient’s pre-existing medical conditions not disclosed at the time of booking; or (c) any instruction given to the companion that contributed to an incident.

8.2 Meddy’s right to decline or terminate

Meddy reserves the right to decline a booking request or terminate a service in progress if, in Meddy’s reasonable judgement, continuing would pose a safety risk to the companion or patient. In such cases, a pro-rated refund for unused booked hours will be issued.

8.3 Service concerns and remedy

If a Customer or patient is dissatisfied with any aspect of the Companionship, including a Companion’s conduct, punctuality, or manner, the concern should be raised with Meddy via WhatsApp or email as soon as possible so that Meddy can investigate. Where Meddy determines that the service fell short, Meddy will provide an appropriate remedy, which may include a partial or full refund of the booking or a credit toward a future booking. Meddy does not provide compensation for any consequential loss arising from a service concern (see Section 8).

8.4 Third-party rights

The exclusions and limitations of liability and the indemnities in this Section 8 apply for the benefit of both Meddy and its Companions. A Companion may enforce the terms of this Section 8 that are expressed to benefit them under the Contracts (Rights of Third Parties) Act 2001. Except as expressly provided in these Terms, a person who is not a party to these Terms has no right under that Act to enforce any of these Terms.

9. Intellectual property

All content on this website - including text, design, graphics, and the Meddy name and logo - is the property of Meddy Pte. Ltd. and is protected under applicable intellectual property laws. You may not reproduce, distribute, or use any content from this website without our prior written consent.

10. Privacy

Our collection and use of personal data is governed by our Privacy Policy, which forms part of these Terms. By using our services, you consent to the collection and use of your data as described therein.

11. Changes to these terms

We may revise these Terms at any time by updating this page. All changes take effect immediately upon posting. We encourage you to review these Terms periodically. Your continued use of our services after any update constitutes your acceptance of the revised Terms. A revision does not change the terms of a booking already submitted: each booking is governed by the version of these Terms in force when it was submitted.

12. Governing law & dispute resolution

These Terms are governed by and construed in accordance with the laws of Singapore. Any dispute arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of Singapore.

We encourage resolution of disputes through direct communication before any formal proceedings. Please contact us via WhatsApp or email (see Section 13).

13. Contact us

If you have any questions about these Terms, please contact us:

• WhatsApp: +65 8962 7288
• Email: hello@meddy.sg

14. General provisions

14.1 Entire agreement

These Terms, together with the Privacy Policy and any terms referenced within them, constitute the entire agreement between you and Meddy in relation to the Platform Services and supersede any prior understanding or arrangement between you and Meddy on that subject.

14.2 Severability

If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision is severed from the remainder of these Terms, which continues in full force and effect.

14.3 Assignment

You may not assign or transfer your rights or obligations under these Terms without Meddy’s prior written consent. Meddy may assign or transfer its rights and obligations under these Terms to an affiliate or to a successor in connection with a merger, acquisition, or sale of assets, on notice to you.

14.4 Waiver

No failure or delay by Meddy in exercising any right under these Terms operates as a waiver of that right, and no single or partial exercise of any right prevents any further exercise of it.

14.5 Notices

Meddy may give you notices relating to your booking or these Terms by email, WhatsApp, or the contact details you provide. Notices to Meddy should be sent to the contact details in Section 13.

14.6 Force majeure

Meddy is not liable for any failure or delay in providing the Platform Services or in matching or dispatching a Companion where this is caused by events beyond its reasonable control, including natural disasters, severe weather or haze, epidemics, government measures, transport disruption, or failures of third-party payment, messaging, or mapping services. Where such an event prevents a confirmed booking from proceeding, Meddy will issue a full refund of amounts paid for the affected booking.