Refund and Cancellation Policy

 

Last Updated: 01 November 2024

Welcome to TeleHealthSA. Our Refund and Cancellation Policy outlines the terms and conditions for requesting refunds and cancellations for the services provided through our platform. By using our services, you agree to the terms detailed below.

General Policy

TeleHealthSA aims to provide high-quality telehealth services to our users. If you need to cancel an appointment or request a refund, please review the following policies:

Cancellation Policy

a. Appointment Cancellations:

• Cancellation Notice: You must cancel your telehealth appointment at least 24 hours before the scheduled time to avoid being charged for the consultation.
• Cancellation Procedure: To cancel an appointment, please use the “Cancel” option in your account dashboard or contact our support team at support@telehealth-sa.co.za.
• Late Cancellations: Cancellations made within 24 hours of the scheduled appointment will incur a cancellation fee equivalent to 50% of the consultation fee.

b. Rescheduling:

• Rescheduling Notice: You may reschedule your appointment up to 24 hours before the scheduled time without incurring additional charges.
• Rescheduling Procedure: To reschedule, use the “Reschedule” option in your account dashboard or contact our support team.

Refund Policy

a. Refund Eligibility:

• Prepaid Services: If you cancel an appointment with more than 24 hours’ notice, you are eligible for a full refund of the consultation fee.
• Post-Consultation Issues: If you experience technical difficulties that prevent you from completing a consultation, you may be eligible for a refund. Please contact us within 24 hours of the appointment to report the issue.
• Service Quality Concerns: If you are dissatisfied with the quality of the consultation or the service provided, please contact our support team. We will review your case and determine if a refund is warranted based on the nature of the issue.

b. Refund Procedure:

• Requesting a Refund: To request a refund, contact our support team at support@telehealth-sa.co.za with details of your request, including your appointment date and reason for the refund.
• Processing Time: Refunds will be processed within 7-10 business days. The refund will be issued to the original payment method used at the time of booking.

Exceptions and Non-Refundable Fees

• Non-Refundable Fees: Certain fees may be non-refundable, including but not limited to administrative fees or late cancellation fees.
• Special Circumstances: In exceptional cases, such as severe illness or emergency situations, we may consider waiving cancellation fees. Documentation may be required.

Changes to Policy

TeleHealthSA reserves the right to update or modify this Refund and Cancellation Policy at any time. Any changes will be effective immediately upon posting on our website. We encourage you to review this policy periodically for any updates.

Contact Us

If you have any questions or concerns regarding our Refund and Cancellation Policy, please contact us:

• Email Support: support@telehealth-sa.co.za
• Phone Support: +27 71 431 8982

Thank you for choosing TeleHealthSA. We are committed to providing you with exceptional care and support.