Terms and Conditions

Please read these Terms and Conditions ("Terms") carefully before using the Hyu! mobile application and the associated web-based console (collectively, the "Service") operated by CMH Group ("us", "we", or "our").

By accessing or using the Service, you signify your agreement to be bound by these Terms, our Privacy Policy and Cookies Policy, and all applicable laws and regulations. If you disagree with any part of the terms, you may not access the Service.

1. Scope of Services

Hyu! is a holistic digital health ecosystem providing the following functionalities:

• Personal health tracking — record, track, and visualize vital signs, activities, and medication logs.
• AI Health Assistant (Aurora AI) — health information and lifestyle guidance (not medical advice).
• Appointments and clinic management — real-time queue monitoring, booking, and integration with external health platforms.
• Telemedicine — virtual consultations with licensed healthcare professionals.
• Pharmacy services — online pharmacy ordering with prescription management and delivery.
• Corporate health programs (MCU) — end-to-end health program management for organizations.
• Additional features — identity verification, health reminders, vaccination records, wellness tracking, rewards program, educational content, and in-app support.

2. Eligibility and User Accounts

2.1 Age Requirements

You must be at least 17 years old to create an account. Users under 17 must have the Service operated by a parent or legal guardian under a "Family Member" profile.

2.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials, including your username and password. You agree to notify us immediately of any unauthorized use of your account. We shall not be liable for any loss or damage arising from your failure to comply with this security obligation.

2.3 Identity Verification (KYC)

Certain features (e.g., booking medical appointments) require a verified account. By submitting your "Foto Verifikasi" (liveness photo) and NIK (National Identity Number), you represent that the information is true and belongs to you. Fraudulent identity submission may lead to immediate account termination and legal action.

3. Roles and Permissions

The Service provides different levels of access depending on your role:

• Patients/General Users: Can manage personal health data and book appointments.
• Healthcare Providers: Can manage clinical operations and patient services for their registered facility.
• Administrators: Have elevated access for system maintenance and governance.

Abuse of role privileges (e.g., clinic staff accessing unauthorized patient data) is strictly prohibited and will result in revocation of access.

4. Data Privacy and Third-Party Integration

4.1 Privacy Policy

Your use of the Service is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal and health information.

4.2 Cookies Policy

Please refer to our Cookies Policy for information about how we use cookies and similar tracking technologies.

4.3 External Health Platforms

Hyu! can interact with external health platforms on your device. You control which health data Hyu! can read or write. We are not responsible for the accuracy of data provided by third-party sensors or the health platform itself.

5. Appointments, Payments, and BPJS

5.1 Appointment Booking

Appointments booked through Hyu! are subject to the availability and confirmation of the respective Healthcare Provider (Clinic/Doctor). We do not guarantee that every booking will be fulfilled at the exact scheduled time.

5.2 Appointment Cancellation & No-Show Policy

• You may cancel or reschedule an appointment within a reasonable time before your appointment without penalty.
• Late cancellations may be marked as a no-show.
• Repeated no-shows may result in restrictions on booking future appointments.
• Healthcare providers may cancel appointments due to emergencies or scheduling conflicts. We will notify you as soon as possible and assist with rebooking at no extra charge.

5.3 BPJS Kesehatan Integration

For users accessing national health insurance services, you must ensure your insurance status is active. Hyu! acts only as an intermediary and is not responsible for the rejection of insurance claims or verification failures at the clinic level.

5.4 Payments

If any fees are charged through the app (e.g., consultation fees), they are processed through secure payment processors. Refund policies are determined by the specific clinic or service provider unless otherwise stated by Hyu!.

6. Pro (Premium) Subscription

6.1 Subscription Terms

Hyu! Pro is a premium subscription that removes advertisements, unlocks advanced features (such as unlimited health tracking, priority support, and exclusive content), and provides an enhanced user experience.

• Subscription fees are billed in advance on a monthly or annual basis, as selected during sign-up.
• Payment is processed through our secure payment gateway.
• Your subscription will auto-renew unless cancelled at least 24 hours before the current period ends.
• Cancellation can be done at any time through your app settings (Google Play or Apple App Store billing).
• No partial refunds for unused portions of a subscription period.

6.2 Free Trial

We may offer free trial periods for Pro. If you cancel during the trial, you will not be charged, and Pro features will be deactivated at the end of the trial period.

7. Points, Rewards & Voucher Program

7.1 Hyu Points

Hyu Points are earned through eligible activities including health tracking, referrals, and promotions. Points have no cash value and are non-transferable.

• Points are credited to your account after the qualifying activity is verified.
• Points expire 12 months from the date of earning unless otherwise stated.
• Points can be redeemed for vouchers, discounts, or other rewards as made available in the app.
• We reserve the right to modify the points earning rate or redemption value with 30 days' notice.
• Fraudulent point accumulation (e.g., fake accounts, automated activity) will result in forfeiture of all points and possible account suspension.

7.2 Vouchers

• Vouchers have specific terms including validity period, minimum purchase, and eligible services.
• Vouchers cannot be exchanged for cash, transferred, or combined unless explicitly stated.
• We reserve the right to cancel or modify vouchers in case of technical error or fraud.

8. Referral Program

Our referral program allows you to invite others to join Hyu! and earn rewards. By participating:

• You represent that your referral is not a spam or unsolicited message.
• Referral rewards are subject to the referred user completing specific qualifying actions (e.g., registration, first appointment).
• We may modify or terminate the referral program at any time.
• Self-referrals, fake accounts, or abuse of the referral system will result in reward forfeiture and account action.

9. Pharmacy Orders & Medicine Delivery

9.1 Prescription Requirement

Certain medicines available through Hyu! Pharmacy require a valid prescription from a licensed healthcare professional. By uploading a prescription:

• You confirm the prescription is genuine, current, and issued to you.
• We reserve the right to verify the prescription with the issuing provider.
• Orders without valid prescriptions for restricted medicines will be cancelled.

9.2 Order Fulfillment & Delivery

• Delivery times are estimates and not guaranteed.
• Risk of loss passes to you upon delivery.
• We are not responsible for delays caused by third-party couriers or address errors.
• Cancellations after order processing may be subject to a fee.

10. AI Assistant (Aurora AI) Terms

10.1 Nature of Service

Aurora AI is an artificial intelligence-powered health assistant. By using this feature, you acknowledge and agree that:

• Aurora AI is not a licensed medical professional and does not provide medical diagnoses, prescriptions, or treatment plans.
• Responses are generated by AI based on general health information and may not be accurate, complete, or appropriate for your specific situation.
• You must never disregard professional medical advice or delay seeking it because of something Aurora AI told you.
• In an emergency, call your local emergency services immediately.

10.2 Consent to Data Processing

Your conversations with Aurora AI may be processed to generate responses, improve accuracy, and for quality assurance. By using the chat, you consent to this processing. You may delete your chat history at any time from the app settings.

10.3 Prohibited Uses

• Do not use Aurora AI for emergency situations.
• Do not input false or misleading health information.
• Do not attempt to manipulate, trick, or exploit the AI.

11. Service Packages & Redemption

• Service packages (e.g., lab test packages, consultation bundles) are valid for the period stated at the time of purchase.
• Unused portions of a package expire at the package validity end date.
• Redemption is subject to availability and provider confirmation.
• Packages are non-refundable unless otherwise stated in the specific package terms.

12. Intellectual Property Rights

The Service and its original content, features, and functionality are and will remain the exclusive property of CMH Group. Our trademarks, logos, and service marks may not be used in connection with any product or service without our prior written consent.

13. User Conduct and Prohibitions

You agree NOT to use the Service to:

• Submit false medical history or impersonate medical professionals.
• Reverse engineer, decompile, or attempt to extract the source code of the Service.
• Introduce viruses, trojans, worms, or other malicious material.
• Scrape data or use automated systems to interact with the queue system.
• Post "Spam" or unauthorized promotional messages in help tickets or public forms.

14. Limitation of Liability and Indemnification

14.1 No Warranty

The Service is provided on an "AS IS" and "AS AVAILABLE" basis. We make no warranties, expressed or implied, regarding the continuous availability, accuracy, or reliability of the Service.

14.2 Indemnity

You agree to defend, indemnify, and hold harmless CMH Group and its employees, contractors, and directors from and against any claims, damages, obligations, losses, liabilities, costs, and expenses (including attorney's fees) resulting from your use of the Service or breach of these Terms.

15. Force Majeure

We shall not be liable for any failure or delay in performance under these Terms due to circumstances beyond our reasonable control, including but not limited to acts of God, war, pandemic, network failures, or government regulations.

16. Governing Law and Dispute Resolution

These Terms shall be governed and construed in accordance with the laws of the Republic of Indonesia. Any dispute arising out of or in connection with these Terms shall be settled primarily through amicable negotiations. If a settlement cannot be reached, the dispute shall be referred to the jurisdiction of the courts in Surabaya, Indonesia.

17. Severability and Entire Agreement

If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect. These Terms constitute the entire agreement between us regarding our Service and supersede any prior agreements.

18. Termination of Use

We may terminate or suspend your access to our Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach the Terms. Upon termination, your right to use the Service will immediately cease.

19. Contact and Support

If you have any questions, feedback, or legal inquiries regarding these Terms, please contact our Legal and Compliance team:

CMH Group - Legal & Compliance
Email: info@cmhgroup.id
Web: hyu.cmhgroup.id
Address: Surabaya, East Java, Indonesia

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"Your health, empowered by technology." - Hyu! Team