Service terms, privacy, and transaction protection at Medtools

Important things before using a Medtools account and services

• By creating an account, logging in, checking out, or using features on the Medtools website, the User is deemed to have read and agreed to this page.
• Name, email, phone number, address, and transaction-supporting information must be valid and accurate.
• The Store sells physical products, while the Academy sells digital access rights.
• Prices, discounts, vouchers, membership benefits, shipping fees, and final totals follow the system calculation at checkout.
• A transaction is considered completed only after payment has been successfully confirmed by the system and the order or access status changes according to the purchased product type.
• Some features, including membership, points, partnership, and digital access, work best when the User consistently uses one active customer account.

Personal data protection and user privacy

Medtools collects and processes Users' personal data for transactions, education, service development, and legal compliance in Indonesia, including obligations under the Personal Data Protection Law.

• Data that may be collected includes identity data such as full name, national ID number, and professional identity card number if needed; contact data such as shipping address, email, and phone or WhatsApp number; transaction data such as purchase details, Academy access history, payment information through third parties, and proof of transfer; and technical data such as IP address, location data for delivery needs, and website usage behavior through cookies.
• Personal data is processed based on the User's explicit consent, contractual necessity to process orders and digital access, and legal obligations such as tax reporting and medical device regulatory compliance in Indonesia.
• Under Indonesia's Personal Data Protection Law, Users may request access to stored personal data, update inaccurate data, request deletion where this does not conflict with legal retention obligations, and withdraw consent to data processing, with the consequence that some or all Medtools services may no longer be accessible.
• Medtools is committed to technical and organizational measures to protect data from unlawful access, leakage, or unauthorized changes, and will retain data for at least 5 years from the last transaction or for as long as required by applicable law.
• Medtools does not sell personal data to third parties, but may share limited data with official partners such as logistics providers, payment gateways, and government authorities when lawfully required under Indonesian law.
• If a personal data protection failure or data breach occurs, Medtools will provide written notification to Users and the relevant authorities within the period required by applicable regulations.

Physical product purchase flow

Store purchases start from an active customer account, then continue through cart, checkout, shipping selection, and payment. This account is important so your transactions are connected to the membership system and purchase history.

Digital module and subscription purchase flow

Academy purchases follow a structured flow like the store, but the final result is digital access activation rather than physical delivery.

How to view the active membership tier and benefits

Membership tiers follow the customer points recorded in the system. To see the benefits that actually apply, customers should check the active membership dashboard on their own account.

• Medtools membership is tied to the active customer account so transaction history, points, rewards, and benefit access are stored in one dashboard.
• Each eligible transaction made with an active customer account can be linked to the customer's membership system.
• Customer points are generally earned from successful and eligible transactions, based on the program currently active in the system.
• Points that have already been granted may be adjusted, canceled, or reduced if a transaction is canceled, refunded, invalid, or deemed ineligible.
• Membership tiers are determined by the total points recorded in the system.
• Tier changes may occur automatically when customer points increase or decrease based on valid transaction history.
• Tier benefits only apply if the customer's tier is active and passes system validation at checkout, and in certain conditions may not always be combined with every voucher, promo, or partner program.
• Medtools reserves the right to adjust the tier structure, benefits, discount percentages, and point policies at any time according to business needs or the active membership program.

Partner program flow and partnership management

• Medtools partnership programs include Influencer and Organization or OFC partners, and registration is submitted using an active customer account.
• Partner status may be pending, rejected, suspended, or active based on Medtools' evaluation and policies.
• Partnership vouchers are only valid if the partner code is active, within the program scope, and validated by the checkout system.
• In certain cases, partnership vouchers may still apply the customer's tier discount according to system validation instead of a regular voucher amount.
• Transactions using partnership vouchers may generate points or commissions for the partner according to the active system rules.
• Customer points or partner points may be limited or disabled on certain vouchers if configured that way by the system.
• Medtools reserves the right to review, suspend, deactivate, or change partnership status, commission tiers, and program benefits if violations, voucher abuse, internal evaluation, or policy changes occur.

Payment methods, transaction statuses, and vouchers

Understanding payment status helps customers know when an order starts being processed, when academy access becomes active, and what to do if payment has not succeeded yet.

• Payments are processed through the payment gateway connected to the website.
• Active payment methods may differ between the Store and the Academy according to the production configuration currently in use.
• For Store checkout, the currently active methods are GoPay and QRIS.
• For Academy checkout, the currently active methods are GoPay, QRIS, Mandiri Virtual Account, and BRI Virtual Account.
• Pending status means the transaction has been created but the payment is still waiting to be completed by the customer, so the store order has not been processed and academy access is not active yet.
• Confirmed, paid, settlement, or similar successful statuses mean the payment has been successfully received or confirmed by the system, so the order can be processed or digital access can be activated.
• Expired status means the customer did not complete the payment within the allotted time, so the transaction expires and usually requires a new payment to be created.
• Canceled status means the transaction was canceled by the system or related parties, for example because the payment expired, the payment was replaced, or the transaction was not continued.
• Failed, deny, error, or similar failed statuses may occur due to insufficient balance, e-wallet or bank account problems, incorrect OTP or PIN, interrupted connection, rejection by the payment provider, or payment system disruption. The usual solution is to retry the payment, choose another method, or contact the Medtools team if the issue continues.
• Vouchers are only valid if active, still within usage limits, and within the scope of products, modules, or memberships. Membership tier discounts, voucher discounts, and point earning follow the result of system validation and calculation.

Policy after a transaction is underway

The return and refund policy is designed so customers understand which conditions may be processed, which documents are needed, and when a request may be rejected.

• Store order cancellation by the customer can generally only be processed for orders that are still pending, have not been shipped, or have not entered the final fulfillment stage.
• A store return or refund request may be considered if the customer receives the wrong product, a damaged product, a missing or incomplete product, a product materially different from the order, or another verifiable condition issue.
• Store return or refund requests are submitted after the order reaches delivered status and require a reason, description, WhatsApp number, and clear photo or supporting evidence.
• In certain conditions, store return or refund processing may involve courier pickup or specific return instructions from the Medtools team.
• Store refunds may be processed automatically or manually, depending on the payment method detected by the system and the result of the request verification.
• A return or refund request may be limited or rejected if the product has already been used, the evidence is insufficient, the product condition changed due to customer error, or the request does not meet the applicable policy.
• The Academy is a digital product, so its refund policy is not the same as that of physical store products. If digital access has already been activated or the materials are already available for use, academy refund requests may be limited.
• If academy payment succeeds but access is not activated due to a verified system issue, customers may contact the Medtools team for activation assistance first and, if necessary, review of a refund solution according to internal policy.

Events beyond Medtools' reasonable control

Medtools is not responsible for failure or delay in performing its obligations when it is caused by events beyond Medtools' reasonable control.

• Force majeure events may include natural disasters such as floods, earthquakes, disease outbreaks or pandemics; fire, explosions, or public utility disruptions; war, riots, sabotage, or terrorism.
• Force majeure may also include large-scale internet infrastructure disruption, mass cyberattacks such as DDoS, failure of server or hosting providers, and new policies or regulations of the Government of the Republic of Indonesia that directly affect medical device distribution or medical education content.
• If a force majeure event occurs, Medtools will use reasonable efforts to provide notice through the website or email regarding the estimated disruption period and the recovery steps being taken.
• Users agree not to claim damages from Medtools for delays in physical product delivery or unavailability of access to the Academy platform that are directly caused by such force majeure events.