Scope & roles

• Facilitator, not a clinic: we connect patients with independent, licensed practitioners; we do not provide medical advice or treatment.
• Users: patients and practitioners who use booking, messaging, and related tools.
• Third parties: payment gateways, messaging and infrastructure providers under contract.

Our responsibilities

• Operate the platform with reasonable care, security, and reliability.
• Protect personal information under POPIA and our Privacy Policy.
• Provide clear information about services, fees, and limitations.
• Offer support channels for bookings, payments, and technical issues.
• Handle complaints fairly and within published timelines.
• Vet practitioners during onboarding and respond to misconduct or safety risks.
• Maintain audit logs and backups appropriate to risk, and notify where required in case of a breach.

Our rights

• Verify identities, credentials, and information provided by users.
• Moderate or remove content that is unlawful, misleading, abusive, or violates policies.
• Suspend or terminate accounts for fraud, safety risks, non‑payment, or policy breaches.
• Refuse or cancel bookings that appear unsafe, unlawful, or technically impossible.
• Rate-limit or block abusive traffic to protect availability and security.
• Update features, pricing, and policies with reasonable notice where material.

Actions are taken proportionately and, where feasible, we’ll notify affected users with reasons.

Privacy & security

• Process data lawfully and minimise access using RBAC and least privilege.
• Encrypt data in transit and, where supported, at rest; apply security headers and monitoring.
• Use vetted sub‑processors with data protection terms; publish contacts for the Information Regulator.
• Provide a Cookie Policy and consent choices for non‑essential cookies.

See also: Security, Privacy, PAIA Manual.

Payments, cancellations & refunds

• Use trusted gateways; we do not store card numbers on our servers.
• Display fees before confirmation; issue receipts for payments collected on‑platform.
• Missed or undelivered sessions are handled under the Refund Policy.
• We may hold, reverse, or delay payouts where fraud or disputes are suspected.

Service availability & support

• Aim for high availability with reasonable maintenance windows.
• Provide status and support via email/phone/WhatsApp where feasible.
• Offer fallback options (e.g., rescheduling) for service interruptions.

Compliance & lawful use

• Operate under South African law; require users to follow applicable laws and council rules.
• Cooperate with lawful requests from authorities in accordance with PAIA/POPIA.
• Prohibit fraudulent claims, illegal prescriptions, harassment, and discriminatory behaviour.

Changes & notice

• We may update features, policies, or terms to improve safety or comply with law.
• Material changes will be communicated via the site or email and take effect on the stated date.