1. Appointments and teleconsultations
You may cancel or reschedule an appointment free of charge up to 24 hours before the scheduled time — the full consultation fee is refunded to your original payment method. For cancellations within 24 hours, or a missed appointment ("no-show"), the practitioner's own cancellation policy applies and part or all of the fee may be forfeited. If a teleconsultation fails for technical reasons attributable to the Platform and cannot be completed or rescheduled, the fee is refunded in full.
2. Pharmacy orders
In line with South African medicines legislation and South African Pharmacy Council rules, medicines cannot be returned for re-use once they have left the pharmacy, so medication sales are final — except where the item is defective, damaged in transit, expired on delivery, or not what you ordered. Report such an issue within 7 days of delivery and we will arrange a replacement or a full refund, including delivery fees. Non-medicinal products (front-shop items) may be returned unopened within 7 days of delivery under the Consumer Protection Act.
3. Subscriptions
You may cancel a NuHealth subscription at any time from your account settings. Cancellation stops future billing and takes effect at the end of the current billing period; the period already paid for remains active until then. Where a subscription was charged in error or a duplicate payment occurred, contact us and the erroneous charge will be reversed in full.
4. Locker collections (NuCollect)
If medication placed in a NuCollect smart locker is not collected before the collection window expires, it is returned to the dispensing clinic or pharmacy. Any refund for the underlying order is handled under section 2 above by the dispensing pharmacy.
5. How refunds are paid
Approved refunds are processed to the original payment method through our payment providers (PayFast or Ozow) within 7–14 business days of approval. We will confirm by email when a refund has been submitted.
6. How to request a refund
Email [email protected] with your order or booking reference, or open a support ticket from your portal. We acknowledge every request and aim to resolve them within 15 business days. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008.