Terms and Conditions

Last Updated: 15th August 2025

Welcome to Caello, operated by Caello Sdn Bhd, a wellness marketplace platform that connects consumers with health, beauty, and fitness service providers. By using our mobile app, website, and related services ("Platform"), you agree to these Terms & Conditions ("Terms"). Please read them carefully before using Caello.

If you do not agree to these Terms, please do not use our Platform.

1. Definitions

"We", "Us", "Our" – Refers to Caello and its owner/operator.

"User" – Any person using the Platform, including both Consumers and Providers.

"Consumer" – An individual purchasing products, vouchers, services, or courses via the Platform.

"Provider" – A business, freelancer, or professional listing and selling their offerings on the Platform.

"Offerings" – Any services, products, classes, vouchers, or courses listed on Caello.

2. Eligibility

  • You must be at least 18 years old to create an account and use our Platform.
  • Providers must be legally registered businesses or licensed professionals where applicable.
  • You must have the capacity to enter into legally binding contracts.

3. Platform Role

  • Caello is a marketplace, not the seller or provider of services (except for any direct promotions run by Caello).
  • Transactions are directly between Consumers and Providers.
  • We are not responsible for the quality, safety, legality, or accuracy of Provider offerings.

4. Accounts

  • Users must provide accurate, complete, and updated registration details.
  • You are responsible for maintaining the confidentiality of your account and password.
  • Caello reserves the right to suspend or terminate accounts for violations of these Terms or applicable laws.

5. Listing & Purchasing

For Providers:

  • Listings must be truthful, accurate, and comply with applicable laws.
  • No misleading claims, prohibited services, or unlicensed medical treatments are allowed.
  • You are responsible for honouring all purchases made through Caello.

For Consumers:

  • Ensure you read the listing details before purchasing.
  • Bookings are confirmed only when payment is completed through the Platform.

6. Payments & Fees

  • Payments are processed through Caello's approved payment gateway.
  • Caello may charge service fees to Consumers and/or Providers; fees will be disclosed before payment.
  • Providers agree to Caello's payout schedule and service fee deductions.

7. Cancellations & Refunds

  • Providers may set their own cancellation/refund policies, which must be clearly displayed in listings.
  • If no policy is stated, the default is no refund within 24 hours of the scheduled service.
  • Caello reserves the right to mediate disputes but does not guarantee refunds unless required by law.

8. User Conduct

You agree NOT to:

  • Use the Platform for fraudulent, illegal, or harmful purposes.
  • Post false, misleading, or defamatory content.
  • Infringe on intellectual property rights.
  • Attempt to hack, scrape, or disrupt our systems.

9. Intellectual Property

  • All Caello branding, logos, and design remain our property.
  • Providers retain ownership of their content but grant Caello a non-exclusive, royalty-free licence to display it on the Platform.

10. Reviews & Feedback

  • Reviews must be truthful and based on genuine experiences.
  • Caello may remove reviews that violate our guidelines.

11. Limitation of Liability

  • Caello is not liable for any loss, damage, injury, or dissatisfaction arising from Provider offerings.
  • Our maximum liability to any User is limited to the total fees paid to Caello in the 3 months preceding the claim.

12. Indemnity

You agree to indemnify and hold harmless Caello, its owners, and staff from any claims, damages, or expenses arising from your use of the Platform or breach of these Terms.

13. Privacy

Your data will be handled in accordance with our Privacy Policy.

14. Termination

We may suspend or terminate your account at our sole discretion for breaches of these Terms or applicable law.

15. Changes to Terms

We may update these Terms from time to time. The updated version will be effective upon posting on the Platform.

16. Governing Law

These Terms are governed by the laws of Malaysia. Any disputes will be subject to the exclusive jurisdiction of Malaysian courts.

Contact Us

For questions regarding these Terms, email:

Email: [email protected]

By using our website, you acknowledge that you have read and understood these terms and conditions.