Refund and Cancellation Policy

Version 1.0, 14 October 2026.

This policy explains what you pay for, when you can cancel, and when a refund is due. It applies to the Weight Loss Doctors programme provided by Doctors Online (Pty) Ltd, registration number 2024/033288/07, trading as Weight Loss Doctors. It summarises the plan agreement you accept at payment (the Patient Subscription Agreement for the monthly plan, or the Patient Annual Membership Agreement for the annual plan) and the Programme Disclaimer. If this page and your agreement differ, your agreement applies.

1. You are not charged if the free check screens you out

Nobody who is screened out by the free online check pays anything. The check comes first and ends before payment if the programme is not suitable for you. Payment is taken only after the check, and only a confirmed card payment opens an account.

2. What your payment is for

Your fee pays for a medical assessment by a registered doctor and for access to the programme: the doctor's consultation; the laboratory, body-measurement and scan request forms the doctor needs; access to the patient portal and to the GLP Coach, an automated digital support tool; a prescription if your doctor decides that treatment is appropriate; and ongoing management and support for as long as your plan runs.

Your fee is not a payment for medicine and it does not buy a prescription. Payment does not guarantee acceptance into the programme, eligibility for treatment, a prescription, a particular medicine, a dose increase, a repeat prescription, weight loss or any other outcome. Every clinical decision is made by the doctor. Fees are payable whether or not a medicine is prescribed in a given period.

3. What is not included

Medicine, pharmacy dispensing fees, delivery and courier costs, blood tests and other laboratory investigations, imaging, body composition testing, consultations with other health professionals, hospital and emergency care, and any other third-party health cost. These are paid to the provider concerned.

4. Monthly plan

• Your fee is billed monthly in advance, automatically, to the card you nominate, until you cancel.
• There is no minimum period. You can cancel at any time in the patient portal or by email (section 8).
• Cancellation takes effect at the end of the current billing cycle. You keep access until then, and nothing is charged after that.
• Fees already paid are not refunded, and there are no pro-rata refunds for part of a billing cycle.
• Blocking or cancelling your card is not a cancellation. A failed payment may suspend your access, clinical reviews, prescription services and messaging until the outstanding amount is paid.
• We give at least 30 days' notice before any fee increase.

5. Annual plan

• The annual fee is paid once, in full, before access starts, and covers twelve months.
• It is not refundable once access has begun, unless the law requires a refund.
• There is no automatic renewal. Your membership ends after twelve months. If you want to continue, you buy a new membership at the price and with the benefits on offer at that time.
• You can cancel at any time. Access continues to the end of the twelve months, and there is no refund, credit or transfer of the unused part.
• Welcome benefits, such as a complimentary smart scale where offered, have no cash value and cannot be exchanged or refunded.

6. Once-off consultation

A once-off consultation is paid in advance for one consultation. It is not a subscription and nothing renews. Once the consultation has taken place, the fee is not refundable, whether or not a prescription results.

7. Medicine, pharmacies and blood tests

We do not sell, supply or dispense medicine. Your prescription is filled at the pharmacy you choose, and you pay the pharmacy for the medicine. Pharmacies generally do not accept returns of dispensed medicine; ask the dispensing pharmacy about its returns policy. Medicine shortages, supplier delays and price changes are outside our control and are not grounds for a refund of programme fees.

Blood tests are arranged with and paid to the laboratory. Questions about laboratory fees go to the laboratory.

8. How to cancel

In the patient portal: open Plan and use the cancel option. By email: write to hello@weightlossdoctors.co.za from the email address on your account and give your full name. Cancelling stops future charges; it does not refund the current period.

9. Rejoining

If you rejoin after cancelling or after a long break, your doctor may require a new assessment, new measurements and photographs, new blood tests and a new consultation. Earlier treatment plans, doses and prescriptions are not guaranteed.

10. Errors and problems

If you think you have been charged in error, or something has gone wrong with our service, write to hello@weightlossdoctors.co.za as soon as you can. We reply within two business days and put right any error. Approved refunds go back to the card you paid with. Changes to programme features and temporary interruptions (maintenance, internet or provider failures) are not grounds for a refund.

11. Your rights

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008, including the rights that apply to fixed-term agreements and advance bookings, or under any other South African law.

12. Contact

Doctors Online (Pty) Ltd trading as Weight Loss Doctors, RaiMed Centre, 590 Dr Chota Motala Road, Pietermaritzburg, 3201, South Africa. Phone 065 757 3674. Email hello@weightlossdoctors.co.za.