Terms of Use

LATEST REVISION: JUNE 2025

USE OF THE SERVICE

IMPORTANT – PLEASE READ THESE TERMS CAREFULLY. BY USING THIS PLATFORM OR SERVICE, YOU AGREE THAT YOU HAVE READ, UNDERSTOOD, ACCEPTED AND AGREED WITH THESE TERMS OF USE. IN ORDER TO USE THE PLATFORM OR SERVICE YOU MUST AGREE TO THE TERMS OF USE THAT ARE SET OUT BELOW. YOU FURTHER AGREE TO THE REPRESENTATIONS MADE BY YOURSELF BELOW. IF YOU DO NOT AGREE TO THE TERMS OF USE, PLEASE DO NOT CONTINUE USING THIS SERVICE OR PLATFORM.

The Terms of Use stated herein (collectively, the “Terms of Use” or this “Agreement”) constitute a legally binding agreement between you and PlusVibes (“we”, “us” or the “Company”).

The Company operates the Platform https://www.plusvibes.com, and mobile applications called “PlusVibes - Support & Motivate” and “PlusVibes - Vibers” with links to its policies on https://www.plusvibes.com/userpolicies (collectively, the “Platform” or “PlusVibes”). The Company enables users to have secure messaging and engage third-party medical practitioners, psychiatrists, non-profit organisations, digital support tools (such as Ai-Maddy), and trained listeners (collectively referred to as “Vibers”) who have psychology-related academic qualifications required to respond to the chat requests (collectively, the “Service”). The Company also provides access to curated resources including third-party articles, videos, wellness nudges, and gamified mental health tools.

By using the Platform, and downloading, installing or using any associated software or application supplied by the Company (collectively, the “Software”), you hereby expressly acknowledge and agree to be bound by the Terms of Use, and any future amendments and additions to these Terms of Use as published from time to time at https://www.plusvibes.com/terms.

The Company reserves the right to modify, vary and change the Terms of Use or its policies relating to the Platform/Service without prior notice at any time as it deems fit. Such modifications, variations and or changes to the Terms of Use or its policies relating to the Platform/Service shall be effective upon the posting of an updated version at https://www.plusvibes.com/terms as may be updated and revised by us from time to time.

You agree that it shall be your responsibility to review the Terms of Use regularly. The continued use of the Platform or Service after any such changes, whether or not reviewed by you, shall constitute your consent and acceptance to such changes.

The Platform and Service should not be used for medical emergencies. If you are facing a medical emergency, you should contact “999” or your local emergency medical services provider immediately.

SPECIALIST SERVICES

The Platform may be used to connect you with a Specialist (“Therapist”) who will provide services to you through the “Book A Specialist” feature on the Platform. The Specialists on PlusVibes platform include:

(i) Certified mental health professionals (counsellors registered with Lembaga Kaunselor Malaysia (LKM), psychologists, clinical psychologists registered with Malaysian Society of Clinical Psychology (MSCP), psychiatrists and hypnotherapists

(ii) Certified Nutritionist or Dietitian

(iii) Motivational and Career Coaches

All Specialists on the Platform must have a relevant academic degree in their field and the necessary certifications and experience. The Specialists are independent providers who are neither our employees nor agents nor representatives. The Platform's role is limited to enabling the Specialist Services, therefore PlusVibes will not be held liable for your conversation with the Specialists. The Specialists themselves are responsible for the performance of the Specialist Services. If you feel the Specialists Services provided by the Specialists do not fit your needs or expectations, you may change to a different Specialist who provides services through the Platform. In some instances, it is important to note that some Specialists may discontinue providing their services on the Platform without prior notice.

For the avoidance of doubt, the Company does not provide medical advice, psychiatric diagnosis or treatment. The Company is not a medical or health services organisation. The Company acts as a platform connecting individuals to emotional support through specialists and Vibers. While we hope the Specialists Services are beneficial to you, you understand, agree and acknowledge that they may not be the appropriate solution for everyone's needs and that they may not be appropriate for every particular situation and/or a substitute for certain mental health needs that might require in-person therapy services, such as active withdrawal from certain substances or anorexia nervosa.

None of the content on the Platform should be considered as medical advice or an endorsement, representation or warranty that any particular suggestion or medication or treatment is safe, appropriate, or effective for you. The information presented on the Platform is in no way intended as medical and/or psychiatric advice, is not provided for the purpose of diagnostics or treating medical and/or psychiatric problems nor is it a substitute for medical and/or psychiatric treatment.

IF YOU ARE THINKING ABOUT SUICIDE OR IF YOU ARE CONSIDERING HARMING YOURSELF OR OTHERS OR IF YOU FEEL THAT ANY OTHER PERSON MAY BE IN ANY DANGER OR IF YOU HAVE ANY MEDICAL EMERGENCY, YOU MUST IMMEDIATELY CALL YOUR LOCAL EMERGENCY SERVICES NUMBER AND NOTIFY THE RELEVANT AUTHORITIES. THE PLATFORM IS NOT INTENDED FOR THE PROVISION OF CLINICAL DIAGNOSIS REQUIRING AN IN-PERSON EVALUATION AND YOU SHOULD NOT USE IT IF YOU NEED ANY OFFICIAL DOCUMENTATION OR APPROVALS FOR ANY PURPOSES. IT IS ALSO NOT INTENDED FOR ANY INFORMATION REGARDING WHICH DRUGS OR MEDICAL TREATMENT MAY BE APPROPRIATE FOR YOU, AND YOU SHOULD DISREGARD ANY SUCH ADVICE IF DELIVERED THROUGH THE PLATFORM. DO NOT DISREGARD, AVOID, OR DELAY IN OBTAINING IN-PERSON CARE FROM YOUR DOCTOR OR OTHER QUALIFIED PROFESSIONAL BECAUSE OF INFORMATION OR ADVICE YOU RECEIVED THROUGH THE PLATFORM.

THE PLATFORM AND SERVICE SHOULD NOT BE USED FOR MEDICAL EMERGENCIES. IF YOU ARE FACING A MEDICAL EMERGENCY, YOU SHOULD CONTACT “999” OR YOUR LOCAL EMERGENCY MEDICAL SERVICES PROVIDER IMMEDIATELY.

CHAT SERVICES

PlusVibes is a digital healthcare platform which enables users to interact using messaging communication technology where the users and the Vibers are at different physical locations.

All Vibers have an academic degree in psychology-related fields. Vibers go through PlusVibes’ in-house training program and solely provide emotional comfort and support. The services you receive from the Vibers are not intended to replace a counselling or psychiatrist or primary care physician relationship. You should seek further help or follow-up care when recommended by a Viber or when otherwise needed, and continue to consult with your primary care physician and other healthcare professionals as recommended. The Vibers are independent providers who are neither our employees nor agents nor representatives. The Platform's role is limited to enabling the “Chat With Vibers” Services for emotional comfort, therefore PlusVibes will not be held liable for your conversation with the Vibers.

In addition, PlusVibes offers Ai-Maddy, an AI-powered emotional support companion designed to engage users through evidence-based activities including guided thought reframing, mindfulness prompts, reflective journaling, fact-based support, and mental health themed games. Ai-Maddy is not a replacement for licensed therapy and is not intended to diagnose, treat, or cure any medical or psychiatric condition. All interactions with Ai-Maddy are confidential and adhere to PlusVibes’ privacy standards.

Chat sessions for both “Chat with Vibers” and “Ai-Maddy” are refreshed every month. Any unused sessions will not be carried forward to the next month. Each month, users will receive a new set of session entitlements based on their subscription plan.

LIMITATION OF LIABILITY

The Company does not assume any liability or responsibility for any errors or omissions in the content of the Platform or for materials or information provided by third parties. While we make reasonable efforts to ensure that the information provided through the Platform is accurate and up to date, it may contain inaccuracies or typographical errors, and is subject to change without notice.

The Company, its affiliates, and their respective directors, officers, employees, agents, partners, and suppliers shall not be liable for any indirect, incidental, special, consequential, or punitive damages (including without limitation loss of profits, data, or use) resulting from your access to or use of, or inability to access or use, the Platform or the Service.

The Service is provided on an "as is" and "as available" basis, without any warranties of any kind either express or implied. The Company disclaims all warranties of merchantability, fitness for a particular purpose, and non-infringement.

SUBSCRIPTION AND PAYMENT

Users may subscribe to PlusVibes through various tiers of service offerings. Subscription plans entitle users to access additional chat sessions through Chat with Vibers and Ai-Maddy features. The number of chat sessions per month varies based on the selected subscription tier.

All payments made are final and non-refundable. By subscribing to a plan, you authorise PlusVibes to charge the applicable subscription fee through your chosen payment method. If a payment is unsuccessful, access to the Service may be restricted until payment is resolved.

Users may use the PlusVibes Wallet to purchase credit packages, which can be used for Book A Specialist sessions and Subscription plans. Using the Wallet also grants users bonus credits, providing more value with each purchase. The Wallet system allows users to conveniently manage their session redemptions. Credits stored in the Wallet are non-refundable and must be used within their validity period.

Your use of the Platform is also governed by our Privacy Policy. The Privacy Policy outlines the types of personal data collected, how we use and protect it, and the options available to you to manage your privacy preferences.

We may collect personal details such as name, gender, contact information, and device usage data. We do not sell your data and will only share it with third parties (such as healthcare providers or analytics partners) when necessary to provide the Service or when required by law.

The Platform maintains high standards of confidentiality, including:

Not processing or retaining chat content once a session is manually ended by the user. Such chat logs are immediately deleted from cloud storage and cannot be retrieved.
Not disclosing user or Viber identities unless legally compelled.
Users have the right to access, update, or delete their personal information through the Platform settings or by contacting our support team at [email protected].
We implement industry-standard security measures, including encryption and secure servers, to protect your personal data against unauthorized access, loss, or misuse.

WELLNESS ENGAGEMENT FEATURES

To promote proactive well-being, PlusVibes includes various in-app wellness engagement features. These include:

Daily Push Notifications: Friendly reminders and tips shared through the app to encourage users to take small daily actions for better mental health.
Mood Tracker: Interactive tools for users to log emotions, recognise patterns, and build self-awareness.
Motivational Content: Access to curated videos, articles, and exercises focusing on stress, productivity, relationships, and more.
Wheel of Life: A reflective tool that helps users assess balance across key life areas—such as health, career, relationships, and personal growth – by rating satisfaction levels in each area. This visual overview encourages goal setting and self-improvement in areas that matter most.

AI-POWERED SUPPORT FEATURE

As part of our commitment to delivering timely and scalable mental health support, PlusVibes includes an AI-powered chatbot known as Ai-Maddy. Ai-Maddy is a digital companion designed to offer:

Thought reframing to promote more positive and balanced thinking
Guided mindfulness exercises to support calm and focus
Mental health-themed games that encourage reflection and emotional growth
A safe space to ask questions and receive fact-based information for self-guided support

Ai-Maddy is not a substitute for professional care and is intended for general guidance, mood support, and motivation. All conversations with Ai-Maddy are confidential and are not reviewed by human specialists. By engaging with Ai-Maddy, you acknowledge the limitations of automated support and understand that for urgent or clinical matters, a qualified mental health professional should be consulted.

CHAT SESSION POLICY

Your subscription or access plan includes a set number of chat therapy sessions with Vibers and Ai-Maddy. These sessions:

Reset every month and do not roll over.
Can be used for live chat sessions up to 45 minutes long.
Are accessible via text or voice messaging (as supported).

Unused sessions from the current month will expire at the start of the next billing cycle. Users are encouraged to make full use of their sessions as part of their self-care plan.

CHAT SESSION MANAGEMENT GUIDELINES

We strive to maintain active support availability. To ensure system stability and fairness for all users, the following session policy applies:

Sessions are limited based on the user’s current subscription tier or employer-sponsored access.
Users suspected of misuse or reported by Vibers for inappropriate conduct may have their account activity paused or subject to review.

PlusVibes reserves the right to adjust session limits and refresh policies in line with system enhancements, user behaviour analytics, or operational demands, with or without prior notice.

DATA ANALYTICS AND INSIGHTS

In order to improve the Service and provide better experiences, PlusVibes may use anonymized and aggregated data to analyze engagement patterns, usage trends, and wellness needs. These insights may be shared in a non-identifiable format with corporate partners or academic institutions for research or well-being program improvements.

All personally identifiable information is protected under our Privacy Policy, and data will never be sold or disclosed without your consent.

EMPLOYER-SPONSORED ACCESS

For users who receive access through a corporate or institutional program:

Access may include additional sessions for Chat with Vibers and Ai-Maddy, as well as Book A Specialist vouchers.
Book A Specialist session redemption may be subject to HR or internal policy approval.
Usage remains 100% anonymous unless you voluntarily share personal details in sessions or consent to being identified for follow-up.

PlusVibes does not disclose individual user data to employers. Only anonymized, aggregated reports (e.g., engagement rates, areas of concern) may be shared for internal well-being improvement initiatives.

SERVICE LIMITATIONS

PlusVibes is a mental wellness platform and not a medical or emergency service provider. While we work with licensed professionals, the platform is not suitable for situations that:

Require immediate medical attention or emergency intervention
Involve active crisis or suicidal ideation
Need formal documentation for legal or insurance claims

However, we do offer in-person consultation options through our affiliated clinics and mental health centers. Users may explore these by using the Book A Specialist feature – specialists who offer Physical sessions will display available on-site appointment dates.

Our specialists may also provide referral letters for users who require further support, clinical assessments, or formal diagnoses at hospitals or other healthcare institutions. Referral letters are issued only after a Specialist session, and solely if the specialist determines that further clinical support is necessary.

If you are experiencing a medical emergency or are in danger, please contact emergency services or your local crisis hotline immediately.

COMMUNITY GUIDELINES AND CODE OF CONDUCT

To protect both users and our support team, all interactions must follow our Code of Conduct:

Be respectful and non-abusive
Avoid sharing explicit, harmful, or illegal content
Do not impersonate others or misrepresent yourself

Violations may result in suspension or termination of access without refund. PlusVibes reserves the right to monitor account activity in suspected cases of misuse, in line with our privacy and security commitments.

CONTACT AND SUPPORT

For any questions, concerns, or feedback, users may contact our help-desk via email info@plus vibes.com.

Our team is committed to responding within 1–3 business days and resolving issues with care and discretion.