Complaints and Dispute Resolution Policy

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HealthLynk stores and organises information; it does not diagnose, prescribe, provide medical treatment or replace professional medical advice.

HealthLynk Complaints and Dispute Resolution Policy

Version: 1.0 Effective date: 17 August 2026 Last updated: 17 August 2026

HealthLynk (Pty) Ltd is committed to handling complaints fairly, respectfully, consistently and within a reasonable time.

This Complaints and Dispute Resolution Policy ("Policy") explains:

how to submit a complaint to HealthLynk;
how HealthLynk will assess and respond to complaints;
how complaints may be escalated internally;
the processes that apply to billing, privacy, PAIA, security and accessibility matters;
and the external remedies that may remain available to complainants.

This Policy does not limit any statutory right or remedy available under South African law.

1. About HealthLynk

HealthLynk is operated by:

Legal name: HealthLynk (Pty) Ltd Registration number: 2026/646559/07 Country of registration: Republic of South Africa Director: Yanga Sodoza Website: healthylynk.com Telephone: 074 663 3106 Email: YangaSodoza@outlook.com Business address: 131 Eoan Ave, Eden Heights, Scottsdene, Kraaifontein, Cape Town, Western Cape, South Africa, 7570

HealthLynk provides a digital personal health-information management platform.

HealthLynk is not itself a medical practice, hospital, pharmacy, medical scheme, insurer or emergency healthcare service.

2. Purpose of This Policy

The purpose of this Policy is to provide a clear and accessible process for raising concerns about HealthLynk.

Our objectives are to:

make complaints easy to submit;
treat complainants respectfully;
investigate complaints objectively;
communicate clearly;
correct genuine problems;
identify recurring issues;
improve HealthLynk's services;
protect the privacy of everyone involved;
and preserve users' statutory rights.

Complaints are also an important source of information about where HealthLynk's systems, policies or customer experience may need improvement.

3. Who May Submit a Complaint?

A complaint may be submitted by:

a HealthLynk user;
a person whose information is processed by HealthLynk;
a parent, guardian or other authorised representative;
a subscriber;
a person paying for a subscription;
an authorised organisational representative;
a prospective customer;
a website visitor;
or another person who has a legitimate concern relating to HealthLynk.

Where a person submits a complaint on behalf of somebody else, HealthLynk may require reasonable proof that the person is authorised to act for them.

4. Complaints Covered by This Policy

You may complain about matters including:

account problems;
service quality;
unavailable or malfunctioning features;
incorrect information generated or displayed by HealthLynk;
subscription issues;
unexpected charges;
failed cancellations;
refunds;
free trials;
payment problems;
privacy concerns;
possible unauthorised access;
profile-management disputes;
profile claims;
sharing and permissions;
suspected misuse;
security concerns;
accessibility barriers;
customer support;
HealthLynk communications;
application errors;
compliance concerns;
and other conduct relating to HealthLynk.

Different procedures described later in this Policy may apply to specialised complaints.

5. Medical Emergencies Are Not Complaints

Do not use HealthLynk's complaints process to request emergency medical assistance.

HealthLynk does not provide emergency medical services and the complaints channel is not continuously monitored as an emergency-response service.

If you or another person may be experiencing a medical emergency, seek appropriate emergency medical assistance immediately.

Do not wait for HealthLynk to respond to a complaint before seeking necessary medical treatment.

6. Complaints About Medical Treatment

HealthLynk stores and organises health-related information but does not itself provide medical treatment.

A complaint about:

a doctor's diagnosis;
medical treatment;
a prescription issued by a healthcare professional;
hospital treatment;
clinical negligence;
laboratory services;
pharmacy services;
or another healthcare provider's professional conduct

should ordinarily be directed to the healthcare provider or appropriate professional/regulatory process.

HealthLynk may nevertheless investigate a complaint where it concerns how the HealthLynk platform stored, displayed, transmitted or protected information relating to that treatment.

7. How to Submit a Complaint

A complaint may currently be submitted to HealthLynk through:

Email: YangaSodoza@outlook.com Telephone: 074 663 3106

Once HealthLynk's dedicated support infrastructure becomes operational, these details will be replaced with the official HealthLynk support contact.

HealthLynk may also introduce:

in-app support;
a contact form;
a complaint form;
help-desk functionality;
or another accessible complaint channel.

Users will not be required to use social media to submit a formal complaint.

8. Information to Include

To help us investigate efficiently, please provide information such as:

your name;
the email address associated with your HealthLynk account, where relevant;
a brief description of what happened;
the date or approximate date;
the relevant feature, transaction or account;
any transaction or support reference available;
what outcome you are seeking;
and any supporting information reasonably required to understand the problem.

You do not need to use legal terminology when submitting a complaint.

Explain the issue in your own words.

9. Do Not Send Unnecessary Medical Information

A complaint should include only the information reasonably necessary for HealthLynk to investigate it.

Do not send complete medical records, prescriptions, test results, diagnoses or other sensitive health information merely to prove that you have a complaint.

If specific health information is genuinely necessary for investigation, HealthLynk will explain what information is required and how it should be provided.

10. Accessibility of the Complaints Process

A person should not be prevented from complaining because of an accessibility barrier.

Where reasonably possible, HealthLynk will provide an alternative method for a person who cannot use the ordinary complaint channel because of a disability or accessibility requirement.

A person is not required to disclose their medical diagnosis merely to request an accessible complaints process.

11. Complaints Are Free

HealthLynk does not charge a fee for submitting an ordinary complaint.

A complaint is different from a request for access to records under PAIA, for which prescribed statutory access or reproduction fees may apply in appropriate circumstances.

HealthLynk will not impose an arbitrary complaint-handling fee.

12. Acknowledgement of Complaints

HealthLynk aims to acknowledge a complaint within 2 business days after receiving sufficient information to identify the matter.

The acknowledgement may include:

confirmation that the complaint has been received;
a complaint or support reference;
a request for additional information;
identification of the person or function handling the complaint;
and an indication of the expected next steps.

An acknowledgement does not mean that HealthLynk has already accepted responsibility for the matter.

13. Resolution Targets

For ordinary service complaints, HealthLynk aims to provide a substantive response or resolution within 10 business days after receiving the information reasonably required to investigate the complaint.

Some matters may take longer.

For example, additional time may be required where:

technical investigation is necessary;
multiple users are affected;
a service provider must provide information;
payment records need to be reconciled;
suspected fraud is involved;
a security incident must be investigated;
another person's privacy rights are affected;
legal advice is required;
or the complaint is unusually complex.

Where an ordinary complaint cannot reasonably be resolved within 10 business days, HealthLynk aims to provide an update explaining the status of the matter.

We will generally aim to resolve complex ordinary complaints within 20 business days, where reasonably possible.

These are HealthLynk service targets and do not replace statutory time periods that may apply under PAIA, POPIA or other law.

14. Investigation Process

Depending on the complaint, HealthLynk may:

confirm the nature of the complaint;
verify the identity or authority of the complainant where necessary;
review relevant account information;
inspect appropriate application or security logs;
examine transaction information;
review communications;
obtain information from relevant service providers;
assess applicable HealthLynk policies;
consider applicable legal requirements;
identify whether another person is affected;
determine what occurred;
identify an appropriate remedy or response; and
record the outcome.

HealthLynk will avoid accessing unrelated private health information merely because a complaint has been submitted.

15. Fairness and Objectivity

HealthLynk will assess complaints based on the information reasonably available.

A complaint will not automatically be rejected merely because:

the complainant disagrees with HealthLynk;
the complaint criticises the company;
the complainant previously complained;
the complainant intends to approach a regulator;
or the complaint could expose a problem with HealthLynk's Service.

Similarly, submitting a complaint does not automatically establish that HealthLynk acted incorrectly.

The purpose of an investigation is to determine the facts as fairly as reasonably possible.

16. Good-Faith Complaints and No Retaliation

HealthLynk will not intentionally penalise a person merely because they submitted a complaint in good faith.

A user will not lose legitimate access to HealthLynk simply for:

raising a concern;
requesting a refund;
exercising a privacy right;
making a PAIA request;
reporting an accessibility problem;
reporting a potential security issue;
or approaching an appropriate regulator.

This does not prevent HealthLynk from taking legitimate action where the complaint itself reveals:

fraud;
account compromise;
abuse;
unlawful activity;
a material security risk;
or a breach of the Terms of Service.

17. Privacy During Complaint Handling

Complaint records may contain personal information.

HealthLynk will process complaint information only for appropriate purposes such as:

investigating the complaint;
communicating with the complainant;
resolving the problem;
identifying systemic issues;
maintaining accountability records;
complying with legal obligations;
defending legal rights;
and preventing fraud or abuse.

Access to complaint information should be limited according to legitimate business, security and legal requirements.

HealthLynk's Privacy Policy and POPIA Privacy Notice applies to personal information processed during complaint handling.

18. Complaints Involving Another Person

A complaint may involve another person's information.

For example, a family-profile dispute may involve:

a profile subject;
a parent;
guardian;
profile manager;
claimant;
authorised recipient;
or another family member.

HealthLynk will not disclose another person's private information to a complainant merely because the information may be relevant to the complaint.

We may need to:

verify relationships;
obtain information from affected persons;
restrict what information can be disclosed;
or provide an outcome without revealing confidential details belonging to another person.

19. Billing and Subscription Complaints

Billing complaints may concern:

subscription charges;
recurring payments;
free trials;
cancellation;
duplicate payments;
failed payments;
incorrect amounts;
annual or monthly renewals;
refunds;
or subscription status.

Billing complaints will be assessed together with the HealthLynk Refund, Cancellation and Subscription Policy.

Where a billing error attributable to HealthLynk is confirmed, an appropriate remedy may include:

correcting the subscription;
stopping an incorrect recurring payment arrangement;
reversing an incorrect charge where possible;
issuing a full or partial refund;
providing an account credit where appropriate and acceptable;
or taking another reasonable corrective action.

20. PayFast and Payment Processing Complaints

HealthLynk intends to use PayFast by Network to process online payments.

HealthLynk remains responsible for complaints concerning the HealthLynk subscription or service it supplies.

Where the complaint concerns payment-processing infrastructure controlled by PayFast, HealthLynk may need to obtain information from PayFast or direct the complainant to an appropriate PayFast process.

A payment provider's involvement does not automatically remove HealthLynk's responsibility to investigate a legitimate complaint about a HealthLynk transaction.

Customers also retain any lawful rights available through their bank, card issuer or payment provider.

21. Refund Disputes

Where a complaint requests a refund, HealthLynk will consider:

the reason for the request;
transaction records;
the subscription terms accepted;
whether cancellation had already taken effect;
whether the payment was duplicated;
whether the correct amount was charged;
whether the Service was supplied;
the HealthLynk Refund, Cancellation and Subscription Policy;
and applicable South African consumer law.

Where HealthLynk declines a refund request, we will provide a reasonable explanation where appropriate.

22. Chargebacks and Payment Disputes

A customer is not prevented from exercising lawful payment-dispute or chargeback rights available through their financial institution.

HealthLynk may provide appropriate transaction records to PayFast, banks, card networks or other authorised participants when responding to a payment dispute.

HealthLynk will not intentionally disclose unrelated medical information merely to challenge a payment dispute.

Fraudulent misuse of a payment-dispute mechanism may be investigated separately under the HealthLynk Acceptable Use Policy.

23. Privacy and POPIA Complaints

A complaint concerning personal information may include allegations that HealthLynk:

collected information unlawfully;
used information for an inappropriate purpose;
disclosed information without authority;
failed to correct inaccurate information;
retained information improperly;
failed to protect personal information;
processed health information inappropriately;
processed children's information improperly;
or otherwise interfered with a person's rights under POPIA.

Privacy complaints should be directed to HealthLynk's Information Officer once the Information Officer details have been finalised.

Until then, privacy complaints may be directed to:

Yanga Sodoza Email: YangaSodoza@outlook.com Telephone: 074 663 3106

HealthLynk encourages users to give us an opportunity to investigate a privacy concern, but nothing in this Policy removes a person's right to approach the Information Regulator where applicable.

24. Complaints to the Information Regulator Under POPIA

A person who believes that there has been interference with the protection of their personal information may have the right to lodge a complaint with the Information Regulator (South Africa).

The Information Regulator currently provides Form 5: Complaint Regarding Interference with the Protection of Personal Information / Complaint Regarding Determination of an Adjudicator for POPIA complaints.

Current complaint contact:

POPIA complaints: POPIAComplaints@inforegulator.org.za Telephone: 010 023 5200 Toll-free: 0800 017 160 Website: inforegulator.org.za

Complainants should verify the current procedure and contact details through the Information Regulator before submitting a complaint.

25. Security Complaints and Suspected Data Compromises

Security concerns may include:

suspected unauthorised account access;
information being visible to the wrong person;
compromised credentials;
unexpected profile access;
a possible application vulnerability;
suspicious activity;
or a suspected compromise of personal information.

Security concerns should be reported as soon as reasonably possible.

Current security contact: YangaSodoza@outlook.com

A security report may be prioritised above an ordinary complaint where immediate action is necessary to protect users or systems.

HealthLynk may initially restrict access or take other protective action while an investigation is underway.

26. Security Compromise Notifications

Where HealthLynk has reasonable grounds to believe that personal information has been accessed or acquired by an unauthorised person, HealthLynk will follow the notification requirements applicable under POPIA.

This process may involve notification to:

the Information Regulator; and
affected data subjects.

A security compromise may therefore be handled through both HealthLynk's security-incident process and its privacy-compliance process.

27. PAIA Complaints

A complaint relating to a formal request for access to a HealthLynk record under PAIA is governed primarily by the HealthLynk PAIA Manual and applicable legislation.

This may include a complaint concerning:

refusal of access;
a failure to respond;
prescribed fees;
the form in which access was provided;
or another PAIA decision.

HealthLynk is a private body and does not have the ordinary internal-appeal mechanism applicable to certain public bodies.

A requester may therefore have the right to approach the Information Regulator or a competent court where applicable.

28. Complaints to the Information Regulator Under PAIA

The Information Regulator provides a complaint process for PAIA matters.

The current prescribed complaint mechanism uses PAIA Form 5.

Current contact:

PAIA complaints: PAIAComplaints@inforegulator.org.za Telephone: 010 023 5200 Toll-free: 0800 017 160 Website: inforegulator.org.za

A PAIA complaint involving a private body generally needs to be brought within the applicable statutory period.

Complainants should consult the current Information Regulator guidance and forms before submitting the complaint.

29. Accessibility Complaints

A user may submit a complaint concerning an accessibility barrier affecting:

navigation;
keyboard use;
screen-reader compatibility;
forms;
colour contrast;
mobile use;
generated documents;
authentication;
subscriptions;
payments;
or another HealthLynk function.

Accessibility complaints will be considered together with the HealthLynk Accessibility Statement.

Where reasonably possible, HealthLynk will:

investigate the barrier;
provide an interim accessible alternative;
record the issue;
prioritise remediation according to impact;
and communicate the planned resolution.

30. Discrimination Concerns

HealthLynk does not intend to unfairly discriminate against a person in the provision of its services.

Where a complaint alleges unfair discrimination, HealthLynk will treat the concern seriously and assess whether:

the user has been denied access to the Service;
an accessibility barrier is involved;
an automated or manual process treated the person improperly;
a policy requires adjustment;
or another corrective measure is appropriate.

Nothing in this Policy prevents a person from pursuing remedies available under applicable South African equality law.

31. Complaints Concerning User Conduct

A person may report another HealthLynk user's suspected misuse of the platform.

Examples include:

unauthorised profile access;
impersonation;
unlawful disclosure of health information;
fraudulent profile claims;
harassment;
malicious invitations;
payment fraud;
or other conduct prohibited by the Acceptable Use Policy.

HealthLynk may investigate the report and take proportionate protective action.

Privacy obligations may prevent HealthLynk from telling the complainant every detail of action taken against another user's account.

32. Complaints Concerning Third-Party Services

Certain HealthLynk functionality may depend on third-party providers.

Examples may include:

PayFast;
cloud infrastructure providers;
communication providers;
or other operational services.

Where the issue is within HealthLynk's reasonable control, HealthLynk will investigate it.

Where the issue is controlled entirely by a third party, HealthLynk may:

assist the user where reasonably possible;
escalate the matter to the provider;
provide relevant information;
identify an appropriate third-party complaint mechanism;
or explain what HealthLynk can and cannot control.

Use of a third party does not allow HealthLynk to ignore its own legal or contractual responsibilities.

33. Internal Escalation

If a complainant is dissatisfied with the initial HealthLynk response, they may request an internal review.

The request should explain:

which part of the outcome is disputed;
why the complainant believes the outcome should be reconsidered;
and any relevant information that may not previously have been considered.

Where practicable, an escalated complaint should be reviewed by a person with sufficient authority to reconsider the original outcome.

During HealthLynk's current early-stage structure, escalated complaints may be reviewed by:

Yanga Sodoza — Director

Where the matter falls within the duties of the Information Officer, it will be handled through the applicable Information Officer process.

As HealthLynk grows, additional levels of complaint review may be introduced.

34. Complaints About the Director or Information Officer

Where the complaint concerns the person who would ordinarily perform the internal review, HealthLynk will consider whether the matter can reasonably be reviewed by:

another authorised representative;
an external legal adviser;
an appropriate independent professional;
another director or officer appointed in future;
or the appropriate external regulator or dispute-resolution process.

The fact that HealthLynk is currently a small organisation should not prevent a complainant from exercising an external statutory remedy.

35. Possible Outcomes

Depending on the facts, a complaint may result in:

an explanation;
correction of incorrect information;
correction of an account or subscription;
restoration of access;
removal of inappropriate access;
cancellation of a subscription;
a full or partial refund;
an apology;
correction of a policy or website statement;
remediation of an accessibility issue;
a software fix;
a security improvement;
additional verification;
suspension of an abusive account;
referral to another process;
or another appropriate remedy.

Not every complaint will result in the remedy originally requested.

Where a requested remedy cannot reasonably or lawfully be provided, HealthLynk will explain this where appropriate.

36. Final Internal Response

Once HealthLynk has completed its investigation, the final internal response should, where appropriate:

summarise the complaint;
explain the relevant findings;
state whether the complaint was upheld, partially upheld or not upheld;
identify corrective action, if any;
provide the applicable remedy;
explain any outstanding steps;
and identify available escalation routes where relevant.

HealthLynk will avoid including another person's confidential information merely to explain an outcome.

37. Consumer Complaints and the National Consumer Commission

Nothing in HealthLynk's internal complaints procedure removes rights available under the Consumer Protection Act 68 of 2008.

Where applicable, consumers may have the right to lodge a complaint with the National Consumer Commission (NCC) concerning alleged contraventions of the Consumer Protection Act.

The NCC currently provides an electronic complaint service through its eServices platform.

Current general contact information includes:

National Consumer Commission Contact Centre: 012 065 1940 Enquiries: enquiries@thencc.org.za Website: thencc.org.za

Consumers should consult the NCC's current complaint procedures before submission.

38. Other Consumer Dispute Resolution

Depending on the nature of the dispute and applicable law, a consumer may also have access to:

an appropriate alternative dispute-resolution mechanism;
a provincial consumer-protection authority;
a consumer court;
the National Consumer Tribunal;
an applicable accredited industry ombud;
or a competent court.

Not every forum will have jurisdiction over every complaint.

HealthLynk will not intentionally misrepresent a consumer's right to pursue another remedy.

39. Equality Court and Other Equality Remedies

Where a complaint concerns alleged unfair discrimination, harassment or another matter within the scope of applicable equality legislation, the complainant may have remedies outside HealthLynk's internal process.

Depending on the circumstances, this may include approaching an appropriate Equality Court or another competent body.

HealthLynk's internal accessibility or complaints process does not replace statutory equality remedies.

40. Courts and Legal Proceedings

Nothing in this Policy prevents a person from approaching a competent court where they have a lawful right to do so.

HealthLynk may also seek legal remedies where necessary to protect:

its users;
personal information;
the Service;
its contractual rights;
intellectual property;
or other lawful interests.

Where litigation or another formal proceeding begins, the handling of the dispute may move from the ordinary customer-support process to the appropriate legal process.

41. Complaints and Continued Service

Submitting a complaint does not automatically terminate a HealthLynk account or subscription.

Similarly, cancelling a subscription does not automatically withdraw a complaint.

Where the complaint involves a material security or privacy risk, HealthLynk may temporarily restrict affected functionality while the matter is investigated.

Personal health information will continue to be handled according to the HealthLynk Privacy Policy regardless of whether a billing or service complaint exists.

42. Complaint Records

HealthLynk may maintain records of complaints for appropriate purposes including:

demonstrating how a complaint was handled;
monitoring recurring problems;
resolving disputes;
complying with legal requirements;
responding to regulators;
improving the Service;
and identifying security, billing or accessibility trends.

Complaint records will not be retained indefinitely without an appropriate purpose.

Retention will be governed by HealthLynk's privacy and record-retention requirements.

43. Learning From Complaints

HealthLynk aims to use complaint information to improve the Service.

Where recurring complaints identify a systemic problem, HealthLynk may consider:

product changes;
policy changes;
additional user guidance;
improved notifications;
better accessibility;
security changes;
billing changes;
additional testing;
provider escalation;
or changes to internal procedures.

Where possible, lessons from complaints should be used without unnecessarily exposing the identity or health information of individual complainants.

44. Abusive Use of the Complaints Process

HealthLynk will make reasonable efforts to assist complainants, including people who are frustrated or dissatisfied.

However, the complaints process must not be used to:

threaten employees, contractors or users;
harass people;
distribute malware;
commit fraud;
impersonate another person;
obtain unauthorised medical information;
make knowingly fraudulent payment claims;
or interfere with HealthLynk systems.

Where complaint-channel abuse creates a material security or safety concern, HealthLynk may restrict the method of communication while still providing an appropriate route for legitimate issues where reasonably possible.

45. External Contact Information May Change

Government agencies and other external organisations may change:

email addresses;
telephone numbers;
forms;
online portals;
office addresses;
procedures;
or jurisdictional requirements.

HealthLynk will periodically review external complaint information published in this Policy.

A complainant should nevertheless verify current requirements with the relevant external body before submitting a formal complaint.

46. Changes to This Policy

HealthLynk may update this Policy to reflect:

changes to the Service;
changes to complaint procedures;
new support channels;
changes to regulators or external processes;
new payment arrangements;
new organisational services;
legal developments;
or lessons identified through complaint handling.

The latest version will be published on the HealthLynk website.

Material changes will be reflected in the version number and last-updated date.

47. Contact HealthLynk

For general complaints:

HealthLynk (Pty) Ltd Registration Number: 2026/646559/07 Director: Yanga Sodoza Website: healthylynk.com Email: YangaSodoza@outlook.com Telephone: 074 663 3106 Business address: 131 Eoan Ave, Eden Heights, Scottsdene, Kraaifontein, Cape Town, Western Cape, South Africa, 7570

Information Officer: Yanga Sodoza

Security contact: YangaSodoza@outlook.com

These details are rendered from the current HealthLynk Organisation record. Infrastructure-specific verification items are tracked separately from this published contact information.

Pre-Publication Verification

Before Version 1.0 is published, HealthLynk will verify:

official support contact details;
business and legal-service address;
Information Officer details;
privacy complaint workflow;
PAIA complaint workflow;
security reporting workflow;
billing and refund workflow;
PayFast dispute handling;
accessibility complaint route;
internal escalation responsibility;
complaint acknowledgement capability;
complaint tracking capability;
complaint-retention requirements;
National Consumer Commission information;
Information Regulator contact details;
and all statutory or regulatory references contained in this Policy.

Any information that cannot be verified will be corrected before publication.

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