Our doctors are available for consultations during the following hours:

Weekdays: 9:00 AM – 9:00 PM

You must be 18 years old or above to use this service. If you are under 18, please speak to a parent, guardian, or healthcare professional for support.

Please book a weight loss consultation with our doctors with the link in your email within 30 days of being charged. Once you attend the consultation, our doctors will indicate it in the system and we will refund the charge.

The first step is to complete a quick, online medical evaluation. This is to give the Doctor background on your medical history, lifestyle and allergies in order to recommend the right treatment plan for you.

Next, book an online consultation with one of our Doctors. This is required by law During this call you can ask the Doctor questions and discuss treatment options.

Once the call is over, we will charge you for your treatment plan. It will be delivered discreetly to your door.

No. If the Doctor deems you are unsuitable for a prescription treatment a plan won't be created for you. In this case we will recommend our clinically-proven non-prescription options which are backed by decades of independent researched.

Our Doctors uphold the highest level of standards for medicine and prescriptions.

Not always. A consultation is required:

• Before your first order, a Doctor can confirm the treatment is right for you.
• When your prescription is due for renewal, or if a Doctor needs to review any changes in your health or medication.

If neither applies, your subsequent orders within your active subscription are processed without a new consultation. You'll always be notified in advance if an upcoming order requires one, so it's never a surprise.

Before booking, you'll complete a short online medical evaluation covering your medical history, lifestyle, and allergies. This gives your Doctor the background they need to recommend the right treatment plan for you.

Next, you'll book an online consultation with one of our Doctors. This is required by law. During the call, you can ask questions and discuss treatment options with your Doctor before deciding how you'd like to proceed, they may also ask you follow-up questions based on your evaluation.

Once the call is complete and your treatment is approved, we'll send it directly to your door in discreet packaging.

A little prep goes a long way in making your consultation quick and smooth:

• Find a quiet, private space. Your consultation is a real conversation with a licensed Doctor, so somewhere you can talk freely and hear clearly helps.
• Check your device, camera, and internet connection. The consultation is done via online video call, so make sure your camera and microphone are working and you have a stable connection beforehand.
• Have your questions ready. This is your chance to discuss symptoms, treatment options, and any concerns directly with your Doctor. It helps to jot these down beforehand so you don't forget anything on the call.
• Be on time. Your Doctor has a limited window for your appointment, so joining a few minutes early helps avoid delays or the need to reschedule.

You can reschedule your consultation anytime before it starts from Account Dashboard → My Appointments → Reschedule. Simply select a new available time slot, and your booking will update automatically.

A few things to keep in mind:

• Reschedule at least 6 hours before your appointment. This helps free up the slot for another patient and avoids any late cancellation fee.
• Your consultation fee carries over, you won't be charged again for the new time slot.
• Your medical evaluation and uploaded IC stay on file, so you won't need to redo those steps unless your Doctor requests an update.
• If you miss your appointment without rescheduling, you may need to book a new consultation and you may be charged late cancellation fees.

If you're having trouble finding a suitable time or need to reschedule urgently, contact support contactand we'll help sort it out.

If you forgot your password, follow the steps as below-

1. Click "Forgot password" on the Login page

2. Enter your email and we’ll send you a link to reset your password.

3. Click on the "Reset Password" option in the email and you will be directed to OVA wesbsite to reset your password

4. Once done, click the "Submit" button and you will be redirected to the main page once your password has been successfully reset.

Your next renewal date is always visible in your Account Dashboard. We'll also email you 10 days before every renewal so you have time to review your subscription.

Yes. To keep your treatment uninterrupted, your subscription renews and charges automatically on your renewal date.

You can't skip a renewal outright, but you can push back your renewal date instead. From your Account Dashboard, you can move your next renewal date forward by up to 2 months from today.

For example, if you change your renewal date on 15 January, the furthest you can move it to is 15 March. Once that new date arrives, you can log back in and push it forward by up to 2 months once more, so you can keep extending it in stages if needed, rather than in one single jump.

You can shift your renewal date from your Account Dashboard under Subscription settings. From your Account Dashboard, you can move your next renewal date forward by up to 2 months from today.

Go to Account Dashboard → Subscription → Cancel subscription. Cancellation takes effect immediately for future renewals. You won't be charged again.

Cancelling stops future charges but does not refund your most recent renewal, as that order has already been processed.

Any order already approved and in progress will still be delivered. Cancellation only affects future renewals.

After cancelling, you can repurchase the same product at any time. This creates a new subscription, rather than reactivating your old one.

However, if your previous prescription is no longer valid, you'll need to complete a new consultation before your first order on the new subscription can be approved, as part of our standard clinical safety requirement.

We currently deliver most medications across Peninsular Malaysia and East Malaysia.

However, weight loss injectable medications are only available for delivery within Peninsular Malaysia due to their temperature-sensitive nature and the requirement for cold chain management.

Delivery is FREE and will be delivered directly to your door in discreet packaging. Please ensure you or someone else is available to receive the parcel on your behalf.

You may include special delivery instructions in the shipping note at check-out. Please note that we are not responsible for any loss or damage to the parcel. We will also not be able to change the delivery address once the order is approved.

Should the first attempt of the delivery be unsuccessful, we will contact you for re-delivery.

For most orders approved by 9AM, you could expect the following delivery times:

• Within Klang Valley - within 1 business day.
• Outside of Klang Valley, in Peninsular Malaysia - within 3 business days.
• East Malaysia - within 5-7 business days.

As weight loss injectable medications are temperature-sensitive, these products require cold chain management and will be hand-delivered to ensure their integrity. As such, the delivery times for this product differs slightly. For orders approved by 1PM, you could expect the following delivery times:

• Within Klang Valley - next 2 business days
• Outside of Klang Valley, in Peninsular Malaysia - within 3 business days.

Kindly be advised that public holidays may result in an additional day for delivery.

Kindly contact our customer care via live chat or email us at hello@getova.com.my and our care team will attend to you as soon as possible. Please note that we will not be able to change the delivery address once the order is approved.

Please ensure you will be home to receive the parcel, or anyone to receive it on your behalf.

You may include special delivery instructions in the shipping note at check-out. Please note that we are not responsible for any loss or damage to the parcel. We will not be able to change the delivery address once the order is approved.

Kindly contact our customer care via live chat or email us at hello@getova.com.my and our care team will attend to you as soon as possible.

We accept Visa, Mastercard, Apple Pay, Google Pay, GrabPay, FPX, and flexible payment plans with Atome.

You may update your payment details here https://getova.com.my/account/profile Kindly log in to your account, click on 'My Profile' and enter your new/updated debit or credit card number under 'Payment Details'. Click on 'Save New Card'.

You may update your payment details here https://getova.com.my/account/profile Kindly log in to your account, click on 'My Profile' and enter your new/updated debit or credit card number under 'Card Details'. Click on 'Save New Card'.

Once you've done that, kindly contact our customer care via live chat or email us at hello@getova.com.my and our care team will trigger the renewal for you.

Your data security and confidentiality are something we take very seriously and we have taken significant steps to keep your data secure. All data is secured with TLS/SSL encryption.

Your clinical data and questionnaire responses are stored in our secure EMR (Electronic Medical Records) and can only be accessed by our medical team as part of your evaluation.

Video consultations are carried out on HIPAA compliant software, all consultations are taken in complete confidentiality between our medical team and you.

Your name and address will only be used for delivery purposes and your treatment will be delivered discreetly direct to you.

You're charged at the time of checkout for your first order, and on each renewal date after that. Your exact price and next charge date are shown in your confirmation email and Account Dashboard.

Charges are processed once your order is placed and clinically approved, which may be before your delivery arrives. This confirms your order and starts the dispatch process.

We'll retry automatically to avoid disruptions in your subscription. You can update your card anytime in Account Dashboard → Payment methods.

All past orders and charges are listed under Account Dashboard → Order history.

Dispensed medication is non-returnable and non-refundable. We are not able to accept returns of these products for reuse or resale, and all sales are final.

We are not able to accept returns of medical products for reuse or resale, and all sales are final.

Upon receiving your order, please inspect the package and its contents immediately. If you notice any discrepancies such as missing, incorrect, or damaged items, please contact us as soon as possible at hello@getova.com.my or send a chat message on our website.

It’s important to report any issues within 48 hours of receiving your order. This timeframe allows us to effectively investigate and resolve the issue promptly.

To help us assist you quickly, please provide:

• Your order number
• A detailed description of the issue
• Clear photographic evidence (if applicable)

Please do not discard any defective, damaged, or incorrect items (including packaging). We may need to arrange for the items to be collected for further investigation or processing.

Please note that discrepancies reported after 48 hours from the delivery date may not be eligible for correction, as we are unable to effectively verify claims beyond this period. Your prompt reporting is crucial in ensuring a swift resolution.

Please book a consultation with our doctors with the link in your email within 30 days of being charged. Once you attend the consultation, our doctors will indicate it in the system and we will refund the charge.