Refund, Cancellation and Subscription Policy

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HealthLynk Refund, Cancellation and Subscription Policy

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

This Refund, Cancellation and Subscription Policy explains how subscriptions, free trials, recurring payments, cancellations and refunds work when you purchase HealthLynk services.

This Policy forms part of the HealthLynk Terms of Service.

HealthLynk is operated by HealthLynk (Pty) Ltd, registration number 2026/646559/07, a private company registered in the Republic of South Africa.

1. Scope

This Policy applies to subscriptions purchased directly from HealthLynk through the HealthLynk website or application.

Different terms may apply where access to HealthLynk is:

provided through an organisation;
sponsored by another person or organisation;
provided under a separate business or care agreement;
offered as part of a promotional programme; or
otherwise governed by a separate written agreement.

Where a separate agreement applies, that agreement will govern the relevant subscription to the extent that it differs from this Policy, subject to applicable law.

2. Subscription Plans

HealthLynk may offer monthly, annual or other subscription plans.

The plans currently available, their prices, billing frequencies, included features and any applicable limits will be displayed on the HealthLynk Pricing page and during the subscription process.

Prices are stated in South African Rand (ZAR) unless otherwise indicated.

Before you subscribe, HealthLynk will display the material terms of the subscription, including:

the name of the selected plan;
the subscription price;
the billing frequency;
whether the subscription renews automatically;
the applicable trial period, if any;
when the first payment will be collected;
the frequency of future recurring payments;
and any other material charges or conditions.

You will have an opportunity to review the subscription information before confirming the transaction.

3. Free Trials

HealthLynk may offer eligible customers a free trial.

The applicable trial duration will be clearly displayed before you start the trial.

Where a payment method is required to begin a trial, you will be informed before confirming the subscription that:

no ordinary subscription fee will be charged during the free-trial period;
your payment method will be linked to the subscription for future recurring payments;
the subscription will convert to a paid subscription when the trial ends unless you cancel beforehand; and
the amount and billing frequency that will apply after the trial will be disclosed to you.

You may cancel the subscription at any time before the free trial ends to prevent the ordinary paid subscription from beginning.

If you cancel before the first paid billing date, HealthLynk will not intentionally initiate the ordinary subscription charge.

A payment provider or issuing bank may perform a temporary or nominal payment-method verification or authorisation where required by the payment system. Such an authorisation is not the ordinary HealthLynk subscription fee.

4. Free-Trial Eligibility

HealthLynk may restrict free trials to eligible new customers.

To prevent misuse, HealthLynk may consider reasonable factors such as whether a free trial has previously been used in connection with the same:

account;
person;
household;
payment method;
organisation; or
other reasonably related identifier.

HealthLynk may refuse, withdraw or terminate a free trial where there is reasonable evidence of fraud, abuse or an attempt to repeatedly obtain promotional access contrary to the intended purpose of the offer.

This does not affect any subscription period that the customer has already paid for.

5. Recurring Payments

HealthLynk subscriptions may use recurring payments.

By confirming a recurring subscription, you authorise the applicable payment provider to process payments for the subscription according to the amount, frequency and payment arrangement disclosed to you before confirmation.

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

Depending on the selected plan, recurring payments may occur:

monthly;
annually; or
at another frequency expressly disclosed before subscription.

The approximate payment date or billing cycle will be shown when establishing the recurring-payment arrangement.

HealthLynk will retain appropriate records of your electronic acceptance of the recurring-payment arrangement where required.

Where an annual recurring-payment authority requires reaffirmation, HealthLynk will implement the applicable reaffirmation process.

6. Monthly Subscriptions

Unless otherwise disclosed before purchase, a monthly subscription continues from month to month until cancelled.

The subscription fee is charged for each billing period.

You may cancel a monthly subscription at any time.

Cancellation prevents the subscription from renewing for the next billing period.

Unless applicable law or this Policy requires otherwise, cancelling after a monthly payment has been processed does not automatically reverse that payment.

You will ordinarily continue to have access to the paid features of your plan until the end of the billing period for which you have already paid.

7. Annual Subscriptions

An annual subscription provides access for the applicable annual subscription period.

Where the annual plan is configured to renew automatically, the renewal arrangement will be disclosed before you subscribe.

You may cancel an annual subscription at any time to prevent its next renewal.

Unless a refund is due under this Policy or applicable law, cancellation ordinarily takes effect for renewal purposes and access continues until the end of the annual period already paid for.

HealthLynk will not intentionally charge another annual subscription after a cancellation has become effective.

Where required by the applicable recurring-payment arrangements, HealthLynk will obtain or reaffirm the necessary authority before another annual recurring charge is processed.

8. How to Cancel

HealthLynk intends to make subscription cancellation reasonably accessible.

Where available, you may cancel through your HealthLynk account by navigating to the subscription or billing settings and selecting the appropriate cancellation option.

You may also request cancellation through HealthLynk support where self-service cancellation is unavailable or cannot reasonably be completed.

Current support contact:

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

The support email will be updated to the official HealthLynk support address once it becomes operational.

HealthLynk may take reasonable steps to verify that a person requesting cancellation is authorised to manage the relevant subscription.

We will not require you to provide unnecessary health information in order to cancel a subscription.

9. When Cancellation Becomes Effective

For ordinary recurring subscriptions, cancellation generally stops the next renewal rather than immediately removing access to a period that has already been paid for.

For example:

if you pay monthly and cancel during the month, your subscription will ordinarily remain available until the end of that paid monthly period;
if you pay annually and cancel during the year, your subscription will ordinarily remain available until the end of that paid annual period; and
if you cancel during a free trial before the first billing date, the subscription will not intentionally convert into an ordinary paid subscription.

The cancellation confirmation provided by HealthLynk will indicate the effective subscription end date where reasonably possible.

10. Cancellation Does Not Delete Your Health Information

Cancelling a subscription is not the same as deleting a HealthLynk account or requesting deletion of personal information.

After a paid subscription ends:

paid functionality may become unavailable;
certain functionality may be restricted;
some functionality may become read-only where HealthLynk supports this;
the user may be given an opportunity to export information where applicable; and
personal information will continue to be handled according to the HealthLynk Privacy Policy, applicable retention requirements and the rights of affected data subjects.

A person who wishes to close an account or exercise a privacy right should follow the relevant account or privacy-request process.

11. General Refund Principle

A subscription payment is normally a payment for access to the applicable HealthLynk service during a defined billing period.

Except where this Policy or applicable law provides otherwise, HealthLynk does not automatically provide a refund merely because a customer:

changes their mind after the applicable cancellation or cooling-off rights have expired;
does not use the Service during a paid billing period;
uses the Service less than expected;
forgets to cancel before a disclosed renewal date; or
cancels part-way through a billing period while access remains available for the remainder of that paid period.

This section does not remove any right to a refund or cancellation that a consumer has under applicable South African law.

12. Circumstances in Which a Refund May Be Provided

HealthLynk may provide a full or partial refund where appropriate, including where:

Duplicate payment

The same subscription payment was unintentionally processed more than once.

Incorrect amount

HealthLynk or its payment-processing arrangement incorrectly charged an amount different from the amount the customer authorised.

Payment after effective cancellation

A recurring payment was initiated by HealthLynk after the customer's cancellation had become effective and no further payment was lawfully due.

Payment during a free trial

An ordinary subscription payment was incorrectly initiated during a period that HealthLynk expressly represented as a free trial.

Service not provided

HealthLynk was unable to provide the purchased service and applicable law or the circumstances entitle the customer to a refund.

Material billing error

A material error attributable to HealthLynk resulted in an incorrect subscription charge.

Statutory entitlement

The customer exercises a cancellation, cooling-off, refund or other consumer right that entitles them to reimbursement under applicable law.

Other exceptional circumstances

HealthLynk may approve a refund or account credit in another appropriate circumstance after considering the facts of the request.

A discretionary refund provided in one case does not automatically create an entitlement to the same outcome in every other case.

13. Partial or Pro-Rata Refunds

HealthLynk does not ordinarily provide a pro-rata refund for the unused portion of a subscription period simply because the customer cancels early while the Service remains available.

A partial or pro-rata refund may, however, be provided where:

required by law;
HealthLynk materially fails to provide paid services;
a material billing error occurs;
HealthLynk permanently discontinues a paid service during an already-paid subscription period without an appropriate replacement;
or HealthLynk determines that a partial refund is otherwise appropriate.

Where an account credit is offered instead of a monetary refund, the customer will not be required to accept the credit where applicable law entitles the customer to a monetary refund.

14. Cooling-Off and Statutory Cancellation Rights

Nothing in this Policy limits any cooling-off or cancellation right available to a consumer under applicable South African law.

Electronic transactions may, in certain circumstances, be subject to statutory cooling-off rights.

The availability of a particular cooling-off right depends on the nature and circumstances of the transaction, including whether an applicable statutory exception applies.

Where a consumer validly exercises a statutory right that requires HealthLynk to refund a payment, HealthLynk will process the refund within the period required by applicable law.

Where HealthLynk begins supplying an electronic service immediately at the customer's request or with the customer's consent, this may affect whether a particular statutory electronic-transaction cooling-off right applies.

HealthLynk will not rely on this Policy to exclude any consumer right that cannot legally be excluded.

15. Direct-Marketing Transactions

Additional statutory cancellation rights may apply where a subscription agreement results from direct marketing.

Where such rights apply, HealthLynk will honour the applicable cancellation period and refund requirements.

Ordinary service communications, security notifications or communications requested by a user are not treated as marketing merely because they are sent electronically.

16. Failed Payments

If a recurring payment is declined or otherwise fails, HealthLynk or its authorised payment provider may:

notify you of the failed payment;
request that you update your payment method;
attempt payment again where permitted by the applicable payment arrangement;
temporarily restrict paid functionality; or
allow an appropriate grace period.

HealthLynk will not intentionally continue repeatedly attempting unauthorised charges after the underlying recurring-payment authority has been validly cancelled.

If payment remains outstanding, the paid subscription may be suspended or terminated.

17. Payment Reversals and Chargebacks

If you believe a HealthLynk payment is incorrect, we encourage you to contact HealthLynk promptly so that we can investigate the transaction.

This does not prevent you from exercising any lawful rights available through your bank, card issuer or payment provider.

A chargeback or payment dispute does not automatically determine whether a subscription was legitimately owed.

HealthLynk may provide transaction records and other relevant evidence to its payment provider or financial institution when responding to a payment dispute.

Health information unrelated to the payment dispute will not intentionally be disclosed merely to dispute a payment.

Fraudulent abuse of the chargeback process may result in account restrictions or other lawful action.

18. Refund Method

Where possible, refunds will be processed through the original payment channel and returned to the payment method used for the original transaction.

HealthLynk may require reasonable verification before processing a refund.

A refund will not exceed the amount of the original relevant payment.

Once HealthLynk or the payment provider has processed a refund, the time required for the money to appear in the customer's account may depend on the customer's bank, card issuer or payment network.

19. Refund Requests

To request a refund, please contact:

HealthLynk (Pty) Ltd Registration Number: 2026/646559/07 Email: YangaSodoza@outlook.com Telephone: 074 663 3106

Please provide:

your name;
the email address associated with the HealthLynk account;
the relevant transaction or subscription reference, if available;
the date and amount of the payment;
and a brief explanation of the reason for the request.

Do not send medical records, diagnoses, prescriptions or other unnecessary health information when requesting a refund.

We may request additional payment-related information where reasonably necessary to investigate the transaction.

20. Refund Review

HealthLynk will assess refund requests fairly and in accordance with:

this Policy;
the subscription terms presented at checkout;
the circumstances of the transaction;
applicable payment-provider requirements; and
applicable South African law.

Where a refund request is declined, HealthLynk will provide a reasonable explanation where appropriate.

Nothing in this process prevents a consumer from exercising rights available through an appropriate regulator, court, tribunal, payment provider or financial institution.

21. Subscription Price Changes

HealthLynk may change subscription prices from time to time.

A price change will not retrospectively change the price already paid for a completed or current billing period.

Where an existing recurring subscriber will be affected by a price change, HealthLynk will provide appropriate advance notice before the new price is charged where required.

The notice will identify the new price and when it will become applicable.

Where additional consent or recurring-payment authorisation is required before the changed amount can be charged, HealthLynk will obtain that authorisation.

A customer who does not wish to continue at the new price may cancel the subscription before the new price becomes applicable.

22. Changes to Subscription Plans or Features

HealthLynk may update the features included in its subscription plans as the platform develops.

Where a change materially reduces the paid service during an existing paid subscription period, HealthLynk will consider an appropriate remedy where required, which may include:

continued access to the previous functionality for the remainder of the paid period;
migration to an equivalent service;
account credit;
partial refund;
or another reasonable remedy.

This does not prevent HealthLynk from immediately changing or disabling functionality where reasonably necessary for security, legal compliance or protection of users.

23. Sponsored and Complimentary Access

HealthLynk may provide complimentary, sponsored or otherwise funded access to certain individuals or organisations.

Unless otherwise stated, a user is not entitled to a cash refund for a subscription amount that the user did not personally pay.

Where a sponsor has funded access, any refund to the sponsor will be governed by the applicable sponsorship or service agreement.

The ending of sponsored access does not automatically authorise HealthLynk to charge the beneficiary personally.

A beneficiary must expressly enter into or authorise a personal paid subscription before HealthLynk begins charging that beneficiary.

24. Student, Family and Other Special Plans

HealthLynk may offer plans with eligibility conditions, including student, family, care, promotional or other specialised plans.

Any special eligibility, verification, pricing or cancellation conditions will be disclosed before purchase.

Unless specific additional terms state otherwise, this Policy applies to those subscriptions.

25. PayFast and Other Payment Providers

HealthLynk currently intends to use PayFast by Network as its online payment service provider.

The payment provider facilitates the processing of the transaction but does not replace HealthLynk as the supplier responsible for the HealthLynk subscription.

Payment processing may also be subject to the payment provider's applicable terms, security requirements and banking rules.

If HealthLynk changes payment providers, this Policy may be updated accordingly.

26. Consumer Rights

Nothing in this Policy:

requires a consumer to waive a right provided by applicable law;
excludes HealthLynk's liability where exclusion is prohibited;
prevents a consumer from approaching an appropriate regulatory or dispute-resolution body; or
limits any mandatory refund, cancellation or other remedy available under applicable South African law.

If a provision of this Policy conflicts with a mandatory legal requirement, the mandatory requirement will prevail.

27. Changes to This Policy

HealthLynk may update this Policy to reflect:

changes to subscription plans;
changes to payment arrangements;
changes to our Service;
legal or regulatory requirements; or
improvements to our billing and cancellation processes.

The latest version will be published on the HealthLynk website with its effective date and version number.

Where a material change adversely affects an existing recurring subscription, HealthLynk will provide appropriate notice where required.

28. Contact Us

For subscription, billing, cancellation or refund enquiries:

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