Legal & Privacy Center

Welcome to the Elab platform operated by Elab Services Sdn. Bhd., Southeast Asia Limited and its affiliates (collectively, "Elab", "we", "us" or "our"). Elab is committed to respecting your privacy and complying with applicable privacy laws ("Privacy Laws"), including the Personal Data Protection Act (PDPA) and healthcare data protection regulations.

Data Collection and Usage

We collect and process your personal and health-related data, including but not limited to:

• Personal identification information (name, IC/passport, contact details)
• Medical history and health information
• Laboratory test results and medical reports
• Payment information

Data Protection

We implement strict security measures to protect your sensitive health information:

• Encryption of all health-related data using industry-standard protocols
• Secure access controls and multi-factor authentication
• Regular third-party security audits and updates
• Staff training on data protection and healthcare privacy

Data Sharing

Your health information may be shared only with:

• Healthcare providers directly involved in your care
• Third-party laboratories (with your explicit consent)
• Regulatory authorities as strictly required by Malaysian law

Data Retention

We retain your personal and health data for as long as your account is active or as needed to provide you with our services. We also retain and use your information as necessary to comply with our legal obligations (such as Malaysian healthcare regulations and tax laws), resolve disputes, and enforce our agreements. In accordance with Malaysian Law and healthcare guidelines, certain medical records may be retained for at least seven (7) years or as per statutory requirements.

Data Deletion and User Rights

You have the right to request the deletion of your personal data held by Elab. To request data deletion, please contact our Data Protection Officer at elab-pathology@elab-care.com. Upon receiving such a request, we will:

• Review the request and verify your identity.
• Delete your data from our active databases, subject to any legal or regulatory requirements that may necessitate data retention (e.g., clinical records required by Ministry of Health guidelines).
• If we are unable to delete certain data due to legal requirements, we will inform you of the reason and the applicable retention period.

You may also request to access, correct, or limit the processing of your personal data at any time through the same contact details.

Service Usage

By using our services, you agree to:

• Provide accurate and complete personal and health information
• Keep your account credentials confidential
• Use the service in compliance with all applicable laws

Medical Reports and Results

To be eligible for returns and refunds, you must report your case within 24 hours of receiving your medical reports. The reports must remain in the same condition as delivered. Please provide your order number, several pictures of the defective reports, and the reasons for requesting a return or refund.

Liability and Disclaimers

While we strive for accuracy in all our laboratory results and reports, we recommend:

• Consulting healthcare professionals for result interpretation
• Not using our services as a substitute for emergency medical care
• Understanding that test results may require additional verification

Refund Policy

• Customer cancellations incur a 10% transaction charge
• Refunds processed within 7 working days
• Test results cannot be refunded once processing has begun
• Special conditions apply for certain diagnostic tests