Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Patient", "User") and HealthHalo (Pty) Ltd, Registration No. 2026/208414/07 ("HealthHalo", "we", "us", "our"), governing your access to and use of the HealthHalo website (healthhalo.co.za), patient portal, booking platform, and all associated services (collectively, the "Platform").

By accessing the Platform, completing a booking, or receiving a consultation through HealthHalo, you confirm that you have read, understood, and agreed to these Terms and our Privacy Policy.

HealthHalo is a South African telemedicine and home visit platform that connects patients with HPCSA-registered medical practitioners. We offer the following consultation types:

• Telemedicine: Video consultation conducted remotely via Google Meet
• Home Visit: In-person consultation at your home or chosen address
• Follow-Up: Continuity video consultation to review results, adjust medication, or manage chronic disease

To use HealthHalo, you must:

• Be 18 years of age or older, or have a parent or legal guardian book on your behalf
• Be physically located in South Africa at the time of the consultation
• Provide accurate, complete, and current information during registration and booking
• Have a valid email address and phone number for communication

For minor patients (under 18 years), a parent or legal guardian must provide informed consent, complete the booking, and be present or reachable during the consultation.

To access certain features of the Platform, you must create a patient account. You agree to:

• Provide truthful and accurate registration information
• Keep your login credentials secure and confidential
• Notify us immediately at hello@healthhalo.co.za if you suspect unauthorised access to your account
• Accept responsibility for all activity that occurs under your account

HealthHalo reserves the right to suspend or terminate accounts that provide false information, violate these Terms, or engage in abusive or fraudulent conduct.

5.1 Booking Process

Bookings are made through the HealthHalo platform at healthhalo.co.za/book. All bookings are subject to doctor availability. A booking is confirmed only after payment has been successfully processed (for private-pay patients) or pre-authorisation has been obtained (for medical aid patients).

5.2 Availability

HealthHalo operates Monday to Sunday, 06:00–18:00 (SAST). Consultations outside these hours are not guaranteed and are subject to doctor availability.

5.3 Cancellations and Rescheduling

5.4 Home Visit Specific Terms

• The patient or a responsible adult must be present at the specified address at the time of the visit
• The doctor reserves the right to decline entry if they reasonably believe the environment is unsafe
• Home visits are available within the service areas designated on the Platform
• Travel outside designated service areas may incur an additional surcharge

6.1 Fees

All fees are inclusive of VAT where applicable. Fees are subject to change with 30 days' notice published on the Platform.

6.2 Payment Methods

• Credit or debit card (via PayFast)
• EFT (manual bank transfer — booking confirmed upon receipt)
• Medical aid (processed via Healthbridge — subject to scheme benefit availability)

6.3 Medical Aid Billing

Medical aid claims are submitted on your behalf as a courtesy service. HealthHalo is not liable for claim rejections, shortfalls, or co-payments resulting from your benefit structure. Any unpaid balance remains your responsibility.

By proceeding with a telemedicine or follow-up consultation, you acknowledge and consent to the following:

• Telemedicine consultations are conducted remotely and may have inherent limitations compared to in-person examinations
• The doctor may not be able to physically examine you, and this may affect the accuracy of diagnosis or treatment
• You consent to the recording, storage, and transmission of your health information as described in our Privacy Policy
• The doctor may determine that an in-person visit is clinically necessary and refer you accordingly
• You understand that certain conditions may not be safely managed via telemedicine
• The consultation will be conducted via Google Meet — you accept the applicable terms of that platform

8.1 What Our Doctors Can Do

• Assess and treat acute illnesses appropriate for telemedicine or home visit
• Issue digital prescriptions, sick notes, and fit-for-work letters
• Manage and review chronic conditions (hypertension, diabetes, asthma, etc.)
• Issue specialist referral letters
• Provide ICD-10 coded clinical documentation for medical aid claims

8.2 What Our Platform Does Not Provide

• Emergency or trauma care
• Controlled substance prescriptions (Schedule 5 and 6 medications)
• Specialist consultations (our doctors are general practitioners)
• Surgical procedures or procedures requiring sterile clinical environments
• Inpatient or hospital admission
• Medico-legal reports (available only in specific circumstances — contact us)

You agree to:

• Provide complete and accurate information about your symptoms, medical history, current medications, and allergies
• Disclose any previous adverse drug reactions or allergies before accepting a prescription
• Follow the treatment plan and instructions provided by the doctor
• Seek emergency care immediately if your condition deteriorates
• Not share prescription documents with third parties or use them to obtain medication for others
• Use the Platform only for lawful and legitimate medical purposes

All content on the HealthHalo Platform, including but not limited to text, graphics, logos, icons, images, audio clips, and software, is the exclusive property of HealthHalo (Pty) Ltd or its content suppliers and is protected by South African and international copyright and trademark laws. You may not reproduce, distribute, modify, or create derivative works of any Platform content without our express written consent.

Clinical documents issued to you (prescriptions, sick notes, referral letters, SOAP notes) are your personal health records. You are entitled to retain and use them for their intended clinical purpose.

To the maximum extent permitted by South African law:

• HealthHalo is not liable for any indirect, incidental, or consequential loss arising from your use of the Platform
• HealthHalo is not liable for the clinical judgment, diagnosis, or treatment decisions of individual doctors, who hold independent HPCSA registration and professional accountability
• HealthHalo is not liable for technical interruptions, platform downtime, or failures of third-party services (PayFast, Google Meet, BulkSMS, Supabase, etc.)
• Our maximum aggregate liability to you for any claim arising from these Terms shall not exceed the consultation fee paid for the specific consultation giving rise to the claim

Nothing in these Terms limits our liability for fraud, gross negligence, or wilful misconduct.

If you are dissatisfied with a consultation or any aspect of our service, please contact us first:

• Email: hello@healthhalo.co.za
• We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days

Clinical complaints against a doctor may also be referred to the Health Professions Council of South Africa (HPCSA):

• Website: hpcsa.co.za
• Email: hpcsa@hpcsa.co.za

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa, including but not limited to the Consumer Protection Act 68 of 2008, the National Health Act 61 of 2003, the Health Professions Act 56 of 1974, the Electronic Communications and Transactions Act 25 of 2002, and the Protection of Personal Information Act 4 of 2013. Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the South African courts.

HealthHalo reserves the right to update or modify these Terms at any time. Changes will be published on the Platform with a revised effective date. Where changes are material, we will notify registered users by email at least 14 days before the changes take effect. Continued use of the Platform after the effective date constitutes acceptance of the updated Terms.

For any questions, concerns, or requests relating to these Terms, please contact: