Legal

Refund, Cancellation & Delivery Policy

Last updated: July 2026 · Operated by Medi Diary (Pty) Ltd

DRAFT SCAFFOLD — TO BE REVIEWED AND APPROVED BY LEGAL BEFORE PUBLIC LAUNCH. This policy is written to satisfy PayFast's merchant requirements and South African consumer law (CPA and ECTA), but the final wording, timeframes and refund terms must be confirmed by your legal adviser.

What you can pay for Delivery policy Cancellation policy Refund policy Payments & security Contact

1. What you can pay for

Joining the Medi Diary waiting list, taking part in the pilot, and using the Medi Diary platform's core features are described on our website and are not charged for here. The only paid product currently offered through this website is the optional, once-off medical records-gathering service.

ServiceMedical records-gathering (once-off)

What it includesWe collect your medical records from your care team (up to 5 doctors) and your blood-test results, and load them into your Medi Diary account

PriceR114.99 (incl. VAT) — once-off

Billed byMedi Diary (Pty) Ltd

This policy applies to that service. If we add other paid products in future, this policy will be updated to cover them.

2. Delivery policy

The records-gathering service is a service delivered electronically. There is no physical shipment. "Delivery" means your requested records are compiled and made available inside your Medi Diary account.

When delivery begins

We begin the service once both of the following are in place: (a) your payment has been received, and (b) you have signed the records-release authorisation that we require in order to lawfully request your records from your doctors and laboratories on your behalf. We cannot request any records before that authorisation is signed.

Delivery timeframe

We aim to deliver your compiled records into your Medi Diary account within 15 business days of receiving both your payment and your signed authorisation. Because we must request records from third parties (your doctors and laboratories), the actual time depends on how quickly those providers respond, and can be longer. We keep you updated on progress, and if a particular provider cannot or will not release records, we tell you and it does not delay delivery of the rest. [Confirm the 15-business-day target with operations before publishing.]

3. Cancellation policy

You may cancel the records-gathering service at any time before we have begun gathering your records (that is, before we send any request to a doctor or laboratory on your behalf) and receive a full refund.

Under the Electronic Communications and Transactions Act (ECTA), you also have a 7-day cooling-off period after paying for this service, during which you may cancel, except where, with your consent, we have already begun performing the service within that period. Because gathering records is a service we perform for you, once we begin with your authorisation the cooling-off right may fall away. [Legal to confirm ECTA s42/s44 application and the exact cooling-off wording.]

To cancel, email billing@medidiary.tech with your name and proof of payment. We confirm cancellations in writing.

4. Refund policy

Before the service begins: full refund, no questions asked.
If we cannot deliver any records at all (for example, no provider responds): full refund.
After the service has begun and we have incurred costs requesting records on your behalf: because this is a service performed for you, a full refund may not be available; where fair and reasonable we may offer a partial refund reflecting work not yet done. [Legal to set the exact basis.]
Duplicate or erroneous charges: refunded in full.

To request a refund, email billing@medidiary.tech with your name and proof of payment. Approved refunds are processed back to the original payment method through PayFast, normally within 10 business days of approval. [Confirm refund turnaround.]

5. Payments & security

Payments are processed by PayFast (Pty) Ltd, a registered South African payment gateway. When you pay, you are redirected to PayFast's secure environment to enter your card or payment details. Medi Diary does not see or store your card number. All prices are shown in South African Rand (ZAR) and are VAT-inclusive.

By paying for the records-gathering service you confirm that you are the account holder or are authorised to use the payment method, and that you accept this policy and our Terms of Use.

6. Contact

Medi Diary (Pty) Ltd, South Africa.

Billing & refunds: billing@medidiary.tech · General: hello@medidiary.tech
Phone: 060 919 3626
Registered address: 83 Millbrook Complex, 2 Segal Road, Halfway Gardens, Gauteng, 1686
Company registration no.: 2025/983392/07

This policy is governed by the laws of the Republic of South Africa, including the Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002.