1) Scope & definitions

• Telehealth: Care delivered via video, audio, chat, or remote monitoring.
• Clinician: Independently licensed practitioner (e.g., HPCSA/SANC/SAPC registered).
• Patient: The person receiving care (or their authorised guardian).
• Platform: The website/app and related communication tools used to deliver care.

2) Eligibility & appropriateness

• Telehealth is suitable for many non‑emergency conditions and follow‑ups. The clinician decides suitability.
• You must be located in South Africa unless otherwise agreed and permitted by law.
• We may redirect you to in‑person care when clinically indicated.

3) Informed consent (summary)

By starting a virtual consultation, you confirm that you understand and agree that:

• Telehealth has benefits (convenience, access) and limits (no physical exam; possible quality issues).
• Your clinician may request in‑person assessment, tests, or referrals.
• Privacy risks exist with any internet service; we apply reasonable safeguards (see Security and Privacy).
• Fees may apply; see Refund Policy.
• You can withdraw consent at any time before or during the consultation.

4) Clinical limitations

• Not for emergencies or conditions requiring immediate physical examination/procedures.
• Some prescriptions or certificates may require an in‑person visit or verification.
• Imaging, labs, and specialist referrals may be arranged where appropriate.

5) Emergencies & urgent care

If your symptoms worsen during a session, tell your clinician immediately; they may terminate the session and direct urgent care.

6) Minors & capacity

• Patients under 18 require a parent/guardian to provide consent and be present when appropriate.
• Where a patient lacks capacity, a legally authorised representative must consent.

7) Privacy & security

• We protect information in line with POPIA; see our Privacy Policy and Security page.
• No recording of sessions by either party without prior written consent, except where required by law.
• Clinicians keep records of virtual consultations as part of the clinical file.

8) Prescriptions, scripts & sick notes

• Prescriptions/sick notes are issued at the clinician’s discretion and clinical judgement.
• Controlled substances and certain items may require in‑person evaluation and additional verification.
• Scripts may be sent electronically to you or directly to a pharmacy; bring ID when collecting.

9) Fees, billing & refunds

• Fees are shown before you confirm a booking; third‑party gateway processes payments; we do not store card data.
• Refunds for missed/undelivered sessions follow the Refund Policy.
• Medical aid claims (where applicable) are handled per provider workflow and eligibility.

10) Technology requirements

• Stable internet, a camera/microphone, and a private, quiet space.
• Keep your device charged and allow browser/app permissions for camera/mic.
• If connection fails, the clinician may attempt a fallback (e.g., phone) or reschedule.

11) Patient conduct

• Be respectful; abusive, threatening, or discriminatory behaviour is not tolerated.
• Do not share your session link publicly; it is unique to you.

12) Licensure & location

• Clinicians must be appropriately registered to practise in South Africa and work within their scope.
• Care is provided subject to local laws and professional rules at the location of the patient and/or clinician, as applicable.

13) Complaints & quality concerns

• For platform issues, contact info@mzansidoctors.com or 071 389 3258.
• For clinical concerns, contact your clinician first; you may also escalate to the relevant professional council.