Terms of Service

These Terms of Service ("Terms") govern your access to and use of theoandthea.com and the Theo & Thea platform (the "Platform"), operated by Axtra Health Sdn Bhd (Company Registration No. 1646544-K), a company incorporated in Malaysia with its registered office at No. 26, Jalan Eko Botani 2E, Persiaran Eko Botani 2, Taman Eko Botani 2, Iskandar Puteri, 79100 Johor Bahru, Johor Darul Ta'zim, Malaysia ("Axtra Health", "we", "us", or "our"). By creating an account or using the Platform, you agree to be bound by these Terms. If you do not agree, do not use the Platform.

1. Eligibility

You must be at least 18 years old and located in Malaysia to create an account or place an order. By creating an account, you confirm that the information you provide is accurate and that you meet these requirements.

2. What the Platform is

Axtra Health operates the Theo & Thea website and software. We are the technology and coordination layer — we route your health assessment to a licensed pharmacist and, where clinically appropriate, a licensed doctor, for independent professional review. We do not ourselves diagnose, prescribe, compound, or dispense.

Compounding and dispensing are carried out by independent licensed pharmacy partners — currently Amber Pharmacy Sdn Bhd (compounding pharmacy). Additional pharmacists, doctors, and pharmacy partners may join the Platform over time; the current list is maintained at Professional partners. Every preparation is reviewed and released by a named, licensed pharmacist before it reaches you.

See our Medical Disclaimer and Compounding Disclaimer for how professional review and compounding work, and their limits.

3. Not a substitute for emergency or in-person care

Theo & Thea is not an emergency service. If you are experiencing a medical emergency, call 999 or go to the nearest emergency department immediately. The Platform is not a substitute for an in-person medical assessment where one is clinically needed, and a reviewing professional may decline to proceed and refer you to in-person care at any point.

4. Your account

You are responsible for keeping your login credentials confidential and for all activity under your account. Tell us immediately at admin@axtrahealth.comif you suspect unauthorised access. One account is for one individual's own use — do not create an account or place an order on behalf of someone else without their knowledge and consent.

You must answer assessment questions honestly and completely. Incomplete or inaccurate answers can affect the safety of any protocol proposed to you, and a reviewing pharmacist or doctor may decline to proceed, or escalate to in-person care, based on your answers.

5. Assessments, professional review, and protocols

Completing an assessment does not guarantee that a protocol or prescription will be offered to you. Every proposal is made at the independent clinical discretion of the reviewing pharmacist or doctor, who may decline, modify, or request a consultation before proceeding. Axtra Health does not influence or override a professional partner's clinical judgment.

A protocol proposal is not final until you accept it and it is reviewed and released by a licensed pharmacist. Pricing shown to you reflects the specific items and quantities in your proposal at the time it was prepared and may change if the proposal is revised.

6. Orders, pricing, and payment

All prices are quoted in Malaysian Ringgit (MYR) and are shown to you before you confirm payment. We currently accept payment by bank transfer, DuitNow, or QR code, verified manually by our team against the proof of payment you upload. Your order proceeds to preparation only after payment is confirmed.

Because every compounded preparation is made specifically for you after your order is confirmed, orders generally cannot be cancelled or refunded once compounding has begun. If you wish to cancel before preparation starts, or if we are unable to fulfil your order (for example, on pharmacist review), contact admin@axtrahealth.com and we will arrange a refund of any amount already paid for the unfulfilled portion. This does not affect any right you have under Malaysian consumer protection law.

7. Delivery and fulfilment

You choose, at the time you accept a protocol, whether to collect your order from a pickup location or have it delivered to an address of your choice. Once submitted, your delivery choice is passed to the pharmacist responsible for release and cannot be changed by you directly — contact admin@axtrahealth.com if you need to change it before dispatch. Risk in a delivered order passes to you on delivery to the address you provided; please make sure it is accurate.

8. Refills

Refills are never automatic. Each refill cycle requires a short health re-screen and a fresh pharmacist review before a new preparation is made, and pricing may be re-confirmed at that time.

9. Prohibited conduct

You must not use the Platform to:

• Provide false, misleading, or another person's health information as your own.
• Attempt to obtain a prescription or compounded preparation by deception.
• Resell, redistribute, or share any compounded preparation with anyone else — it is prepared for you specifically and is not safe or legal for another person to use.
• Interfere with, reverse-engineer, or attempt unauthorised access to the Platform or other users' accounts or data.
• Use the Platform for any unlawful purpose.

10. Intellectual property

The Platform, including its content, design, and software, is owned by or licensed to Axtra Health and protected by applicable intellectual property laws. You may not copy, modify, or redistribute any part of it without our prior written consent.

11. Disclaimers and limitation of liability

The Platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, we disclaim all warranties, express or implied, regarding the Platform. Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, or liability arising from the independent clinical decisions of a reviewing pharmacist or doctor, who remain responsible for their own professional conduct.

Subject to the above, Axtra Health's total liability to you arising from or in connection with your use of the Platform is limited to the total amount you paid for the order giving rise to the claim.

12. Indemnity

You agree to indemnify Axtra Health against any claim, loss, or expense arising from your breach of these Terms, your misuse of the Platform, or your provision of false or misleading information.

13. Termination

You may close your account at any time by contacting admin@axtrahealth.com. We may suspend or terminate your account if you breach these Terms, or if a reviewing professional determines that continuing to serve you through the Platform is not clinically appropriate.

14. Governing law and disputes

These Terms are governed by the laws of Malaysia. Any dispute arising from these Terms or your use of the Platform is subject to the exclusive jurisdiction of the courts of Malaysia.

15. Changes to these Terms

We may update these Terms from time to time. Material changes will be reflected in the "Last updated" date above, and where the change is significant, we will notify account holders directly. Continued use of the Platform after a change takes effect constitutes acceptance of the updated Terms.

16. Contact

Questions about these Terms can be sent to admin@axtrahealth.com.