Terms & Conditions

1. Who These Terms Apply To

By using our services you confirm that you are at least 18 years of age and are legally capable of entering into a binding agreement.

2. Description of Services

Metabolic Doc provides doctor-led telehealth consultations and e-prescription services for GLP-1 weight management therapy in South Africa. Our services include:

• An online patient intake form and clinical eligibility assessment
• A 20-minute video consultation with a registered physician
• An e-prescription issued by email where GLP-1 therapy is clinically appropriate
• Script renewal consultations including a brief doctor check-in

Our services are provided in accordance with the HPCSA's Ethical Guidelines for Telehealth (Booklet 10) and all applicable South African law.

3. Medical Disclaimer

Our services do not replace a comprehensive relationship with a primary care physician. Results from GLP-1 therapy vary between individuals and are not guaranteed. The treating physician will exercise independent clinical judgement in every consultation — no outcome is guaranteed as a result of using our service.

Information provided on our website is for general informational purposes only and does not constitute medical advice. It should not be relied upon in place of a consultation with a qualified healthcare professional.

4. Fees and Payment

Our fees are as follows:

• All fees are quoted and charged in South African Rand (ZAR) and are inclusive of VAT where applicable
• Payment is required in full before your consultation is confirmed
• We accept payment via the methods displayed at checkout
• Renewal fees are charged on demand — there is no automatic or recurring billing
• Medication costs are entirely separate and paid directly to the pharmacy of your choice

5. Cancellations and Refunds

5.1 Refund if Not Clinically Eligible

If the treating physician determines during your consultation that GLP-1 therapy is not clinically appropriate for you, your R700 consultation fee will be refunded in full within 5 business days. No application is required — we will initiate the refund.

5.2 Patient-Initiated Cancellation

• Before the consultation: If you cancel your appointment more than 24 hours before the scheduled time, you will receive a full refund.
• Within 24 hours of the consultation: A 50% cancellation fee applies, as the physician's time has been reserved for you.
• No-show: If you do not attend your scheduled consultation without prior notice, no refund will be issued.

5.3 Consumer Protection Act — Cooling-Off Period

In accordance with Section 16 of the Consumer Protection Act 68 of 2008, you have the right to cancel this agreement within 5 business days of making payment (the cooling-off period), provided the consultation has not yet taken place. To exercise this right, contact us at the email address in Section 12. A full refund will be processed within 15 business days.

5.4 Renewals

Renewal fees are non-refundable once the doctor check-in has been conducted and the e-prescription has been issued.

6. Your Obligations as a Patient

By using our services, you agree to:

• Provide accurate, complete, and truthful information on the intake form and during your consultation
• Disclose all current medications, supplements, and relevant medical history
• Inform the physician of any changes to your health between consultations
• Use the prescribed medication only as directed by the physician
• Not share your prescription with any other person
• Contact us or a medical professional if you experience serious side effects
• Attend scheduled consultations on time or provide at least 24 hours' notice of cancellation

7. Clinical Independence of the Physician

The treating physician exercises full, independent clinical judgement in every consultation. Metabolic Doc (Pty) Ltd does not instruct, influence, or override the clinical decisions of the physician. The physician may decline to prescribe GLP-1 therapy for any clinically valid reason, and is not obligated to issue a prescription simply because payment has been made.

The physician's decision is final in all clinical matters. Disagreement with a clinical decision is not grounds for a refund beyond the terms set out in Section 5.

8. Medications

Metabolic Doc prescribes exclusively SAHPRA-registered GLP-1 medications — currently Wegovy (semaglutide), Mounjaro (tirzepatide), and Saxenda (liraglutide). We do not prescribe:

• Compounded semaglutide or any other compounded GLP-1 product
• Imported, parallel-imported, or unregistered medications
• Any product not registered with SAHPRA for use in South Africa

The availability of specific medications may change subject to SAHPRA registration status and pharmacy stock. Metabolic Doc does not guarantee the availability of any specific medication at any pharmacy.

9. Limitation of Liability

To the fullest extent permitted by South African law:

• Metabolic Doc (Pty) Ltd's liability to you is limited to the fees actually paid by you for the specific service giving rise to the claim
• We are not liable for any indirect, consequential, or special damages arising from your use of our services
• We are not liable for adverse effects arising from the use of prescribed medication, provided the prescription was issued in accordance with the physician's clinical judgement and applicable guidelines
• We are not liable for the acts or omissions of third parties, including pharmacies, payment processors, or video consultation platforms
• We are not liable for delays or failures caused by circumstances outside our reasonable control (force majeure)

Nothing in these Terms limits our liability for fraud, gross negligence, or any liability that cannot be excluded under South African law, including the Consumer Protection Act.

10. Intellectual Property

All content on the Metabolic Doc website — including text, graphics, logos, and design — is the property of Metabolic Doc (Pty) Ltd and is protected by South African intellectual property law. You may not reproduce, distribute, or use any content from this website for commercial purposes without our prior written consent.

Your e-prescription is issued for your personal use only and may not be copied, altered, or shared with any other person.

11. Governing Law and Disputes

These Terms and Conditions are governed by the laws of the Republic of South Africa. Any dispute arising from these terms or our services will be subject to the exclusive jurisdiction of the South African courts.

Before initiating formal legal proceedings, we encourage you to contact us directly to resolve any dispute informally. We commit to responding to any complaint within 5 business days.

You also have the right to refer any unresolved complaint to the National Consumer Commission (NCC) at www.thencc.org.za or the relevant consumer tribunal.

12. Contact and ECTA Disclosure

In accordance with Section 43 of the Electronic Communications and Transactions Act 25 of 2002, the following information is disclosed:

13. Changes to These Terms

We may update these Terms and Conditions from time to time. The current version will always be available on our website with the effective date noted at the top. Continued use of our services after any update constitutes acceptance of the revised terms. We will notify existing patients of material changes by email.