Legal
Refund Policy
This policy covers the subscription fees practices pay for VirtualDoc. It does not cover fees a patient pays a practice for a consultation or treatment: those are refunded, or not, under the practice's own policy.
1Free period.
A new practice pays nothing during its free period after go-live, so there is nothing to refund for it. A practice that leaves during the free period is never charged.
2Card check.
When a card is saved, PayFast takes a payment of R5.00 to confirm the card. It is refunded automatically, usually within a few days.
3Monthly fees.
Subscription fees are charged monthly in advance. Once a month has started, its fee is not refunded for the unused part of the month if the practice cancels or moves to a lower package; the practice keeps full use of the platform until the end of that month.
4When we refund in full.
We refund the amount concerned in full if we charged a practice in error, charged it twice for the same period, charged it after it had cancelled in time, or charged a price higher than the one in force for its package.
5Service failures.
If the platform is unavailable for a material part of a month through our fault, we credit the practice's next invoice in proportion to the time lost, or refund that amount if the practice has left.
6Cooling-off.
A practitioner who subscribes in their personal capacity may cancel within seven days of the first charge for any reason and receive a full refund of that charge, as the Electronic Communications and Transactions Act provides.
7How to ask.
E-mail support@virtualdoc.co.za from the practice owner's address within 30 days of the charge, with the invoice number and the reason. We reply within five business days.
8How refunds are paid.
Approved refunds are paid back to the card that was charged, through PayFast, within ten business days of approval. Your bank may take a few further days to show it. Where the card can no longer receive a refund, we pay it by electronic transfer to the practice's bank account.
9Disputes.
If you are not satisfied with our answer, reply to it and we will review it. You keep any right you have under the Consumer Protection Act, where it applies, and your right to approach your bank.
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