Welcome To LOTUS

 

TERMS OF SERVICE

for Lotus Life (Pty) Ltd

Compilation Date: 07 August 2025

© 2025 Lotus Life (Pty) Ltd

1. Introduction

1. These Terms govern the Services provided by Practitioners and Goods offered to Users through the Platform. They explain how to cancel or reschedule a consultation, request a refund, return goods, arrange delivery, or obtain an original prescription, sick note or doctors note and referral

2. Definitions

1. Application means the Lotus Life (Pty) Ltd App, a digital platform facilitating medical consultations via text, voice, video, and home visits.
2. Electronic Consultation means a consultation conducted via the text, voice, and video.
3. Physical Consultations means an in-person consultation at the User’s location or other physical address, arranged through the Platform
4. Platform means both the Application and the Website
5. Practice means a medical practice registered on the Platform as an entity, which may have one or more Practitioners registered under its profile.
6. Practitioner means a licensed medical professional registered with the relevant regulatory authority.
7. Walk-In’s refers to unscheduled patients who request consultation or treatment on arrival, subject to practitioner availability and applicable waiting periods.
8. Services mean healthcare-related consultations, guidance, and home visits facilitated through the Platform.
9. User means any person accessing the Platform to seek medical consultation.
10. Website means the online platform operated by Lotus at www.lotusl.co.za

3. Cancellations

1. Cancellation by the User

1. Users may cancel a scheduled consultation at any time via the Platform. A reason for the cancellation must be provided at the time of cancellation.
2. The following cancellation fees shall apply based on the time of cancellation prior to the scheduled consultation:

1. Within 6 hours before the scheduled consultation:

1. The User shall forfeit 100% of the consultation fee.
2. 80% shall be paid to the Practitioner, and 25% shall be retained by Lotus Life (Pty) Ltd.

2. Between 6 and 12 hours before the scheduled consultation:

1. The User shall forfeit 75% of the consultation fee.
2. 60% shall be paid to the Practitioner, and 15% shall be retained by Lotus Life (Pty) Ltd.
3. The remaining 25% shall be credited to the User’s in-App wallet.

3. Between 12 and 24 hours before the scheduled consultation:

1. The User shall forfeit 50% of the consultation fee.
2. 40% shall be paid to the Practitioner, and 10% shall be retained by Lotus Life (Pty) Ltd.
3. The remaining 50% shall be credited to the User’s in-App wallet.

4. More than 24 hours before the scheduled consultation:

1. The User shall receive a full refund, credited to their in-App wallet.
2. No payment shall be made to the Practitioner, and Lotus Life (Pty) Ltd shall retain no portion of the fee.

3. No cash refunds shall be made unless required by law. Refunds are processed via the User’s in-App wallet.
4. If a cash refund is requested, the User must complete all required Lotus Life (Pty) Ltd refund forms and comply with the Company’s refund procedures and processes. Refunds will only be processed once all required documentation has been received, verified, and approved in accordance with our internal policies.

2. Cancellation by the Practitioner

1. Practitioners are required to honour all confirmed consultations. Should a Practitioner need to cancel, the cancellation must be effected via the Platform and accompanied by a reason for the cancellation.
2. If a Practitioner cancels a scheduled consultation:

1. The Practitioner shall not be entitled to any portion of the consultation fee; and
2. The User shall receive a 100% refund, either credited to their in-App wallet or refunded to the original payment method, at Lotus Life (Pty) Ltd.’s discretion and refund policies.

3. Justified cancellations — such as due to medical emergencies, illness, family emergencies, or other unforeseen circumstances beyond the Practitioner’s control — must be communicated to Lotus Life (Pty) Ltd as soon as reasonably possible, with supporting documentation or explanation if requested. In such cases:

1. Lotus Life (Pty) Ltd may exercise its discretion not to treat the cancellation as a breach of these Terms; however,
2. No portion of the consultation fee shall be payable to the Practitioner.

3. Practitioner Delays

1. Practitioners may experience unavoidable delays due to medical emergencies or extended consultations with other Users. In such cases:

1. Users are expected to wait for up to 15 minutes beyond the scheduled consultation time before initiating a cancellation or dispute.
2. Where the Practitioner notifies Lotus Life (Pty) Ltd of the delay and a later available time slot exists on the same day, Lotus Life (Pty) Ltd may offer the User the option to:

1. Reschedule to the next available slot; or
2. Cancel the consultation and receive a full refund or in-App wallet credit.

3. Where the next slot is already booked by another User, Lotus Life (Pty) Ltd will honour that booking unless the second User consents to rescheduling. The first User may be moved to the next unbooked slot or receive a refund or credit.
4. If the Practitioner fails to join the consultation within 30 minutes of the scheduled time, the consultation shall be deemed cancelled by the Practitioner.

4. The User shall receive a full refund or wallet credit, and Lotus Life (Pty) Ltd may take further steps in accordance with its internal policies.
5. Repeated or unjustified cancellations or delays by a Practitioner may result in warnings, suspension, or termination of access to the Platform. Should a Practitioner cancel three (3) consultations without providing proper reasoning, their account will be placed on hold pending review by Lotus Life (Pty) Ltd.
6. Any unused consultations within the applicable subscription period or package are non-transferable and will not roll over, accumulate, or carry forward to the next period. Once the subscription period or package expires, all remaining consultations are forfeited.

7. Practitioner Availability and Safety for Physical Consultations

1. Lotus Life (Pty) Ltd does not guarantee that Practitioners, ambulance services and or emergency response services will be available at the exact time requested for a Physical Consultation. Availability is subject to the Practitioner, ambulance services and or emergency response services schedule and acceptance of the booking.
2. Lotus Life (Pty) Ltd does not guarantee that Practitioners, ambulance services and or emergency response services will be available in the geographic area requested by the User. Availability depends on the Practitioners registered with Lotus Life (Pty) Ltd who are based in, or willing to travel to, the requested area.
3. For Physical Consultations, the safety and security of attending the consultation location is the responsibility of the Practitioner. Practitioners must assess the safety of the location before accepting the booking.
4. If a Practitioner, ambulance services and or emergency response services considers the location unsafe or insecure, they must notify the Lotus Life (Pty) Ltd office promptly via phone, email, or through the Platform.
5. Where a Physical Consultation is cancelled due to safety concerns, the User will receive a refund to their in-App wallet or via an electronic transfer approved by Lotus Life (Pty) Ltd. No portion of the consultation fee will be paid to the Practitioner, ambulance services and or emergency response services in such cases.

8.   Any additional costs incurred during a walk-in consultation, including but not limited to diagnostic tests, procedures, or extended consultation time, shall be charged in addition to the standard consultation fee. All such additional costs must be settled in full through the Lotus Life (Pty) Ltd Medical App at the time of or immediately following the consultation. Patients will not be permitted to make alternative payment arrangements directly with the practitioner or facility unless expressly authorized by Lotus Life.
9. For the purposes of this Agreement, “moonlighting” refers to the Practitioner performing services, consultations, employment, business activities, or income-generating work outside of their primary place of employment, whether paid or unpaid, and whether performed in person or through any digital, telehealth, or application-based platform.
10. The Practitioner is required to disclose in writing to the Company any existing or intended secondary employment, consulting activity, or service provision on any other platform or business outside of this Agreement.
11. The Practitioner must ensure that any secondary employment does not interfere with:
12. Scheduled shift availability on the platform, service delivery standards, Response times, duty of care or professional responsibilities, Ethical and regulatory obligations, should the company reasonably determine that moonlighting is affecting performance, the company reserves the right to: request schedule adjustments, or suspend or terminate this Agreement.
13. Engaging in moonlighting without prior disclosure and written approval will be deemed: A breach of this Agreement, Grounds for immediate termination, Grounds for reporting to the relevant professional regulatory body, if required.
14. Lotus Life (Pty) Ltd reserves the right to amend this Moonlighting Policy at any time upon written notice. Continued use of the platform constitutes acceptance of any updated terms.

4. Return and Exchange Policy

1. Sale of Goods

1. Lotus Life (Pty) Ltd may, from time to time, sell goods via the Platform, including through the App or Website.

2. Cooling-Off Period

1. In accordance with section 16 of the Consumer Protection Act, Users who purchase goods via the Platform are entitled to cancel the transaction within 5 business days of receiving the goods, provided the goods are unused and in their original packaging.
2. In such cases, Users will receive a full refund. Return shipping costs for such cancellations shall be borne by the User.

3. Defective or Non-Conforming Goods

1. If any goods are found to be defective, not fit for their intended purpose, or not as described, Users may return the goods within 6 months of delivery. In such cases, Users may choose between:

1. A full refund;
2. A replacement; or
3. A repair (where applicable). Lotus Life (Pty) Ltd will bear the cost of return shipping for defective or incorrect goods.

4. Conditions for Return

1. To be eligible for return, the goods must be:

1. Unused (unless returned due to defect).
2. In the same condition as received; and
3. Accompanied by proof of purchase (e.g. order confirmation or receipt)

2. Returns that do not meet these conditions may be rejected.

5. Non-Returnable Goods

1. Certain goods may be marked as non-returnable (e.g., for hygiene reasons or due to customization). Where applicable, this will be clearly indicated at the time of purchase. Such goods may only be returned if defective or not as described.

6. Return Process

1. To initiate a return, Users must contact Lotus Life (Pty) Ltd via the Platform or designated email within the applicable return period. Lotus Life (Pty) Ltd will provide further instructions for completing the return or exchange.

5. Delivery Policy

1. Delivery of Goods

1. Lotus Life (Pty) Ltd offers delivery of goods purchased via the Platform throughout the Republic of South Africa. Deliveries are fulfilled by independent courier service providers appointed by Lotus Life (Pty) Ltd.

2. Delivery Areas and Timelines

1. Delivery is available nationwide.        
2. Orders are generally delivered within 2 to 7 business days from the date of order confirmation and successful payment.
3. Deliveries to remote, rural, or outlying areas may take longer, subject to courier availability and logistics.
4. All delivery timeframes are estimates and not guaranteed.

3. Delivery Fees

1. Delivery fees are calculated at checkout and displayed prior to payment.
2. In some instances, delivery may be offered free of charge as part of a promotional offer or based on the order value or type of goods.
3. Any such promotions will be clearly communicated on the Platform.

4. Delivery Process and Tracking

1. Upon dispatch, Users will receive a delivery confirmation and/or tracking information via email, SMS, or through the Platform. All delivery logistics are carried out in accordance with the courier’s standard operating procedures.

5. Collection Option

1. Where offered, Users may choose to collect their goods from a designated Lotus Life (Pty) Ltd collection point.

1. Collection points are fixed and determined by Lotus.
2. If selected, collection instructions and address details will be provided after order confirmation.
3. Collection must be made within 7 days of notification, failing which the goods may be returned to Lotus and additional handling or rebooking fees may apply.
4. If the User is not available or present at the designated delivery address when the courier attempts to deliver the goods, the goods will be returned to the Lotus Life (Pty) Ltd office. Additional handling, storage, or rebooking fees may apply

6. Payment and Risk

1. Payment must be made in full and upfront before goods will be dispatched or made available for collection.
2. Risk in the goods passes to the User upon successful delivery or collection.
3. Ownership of the goods passes only once full payment has been received and confirmed by Lotus Life (Pty) Ltd.

7. Responsibility for Delivery Details

1. Users are responsible for providing complete and accurate delivery information at the time of purchase. If delivery fails due to incorrect address details or unavailability, redelivery may incur additional charges.

6. Prescription, Sick Note, and Referral Policy

1. Eligibility

1. Prescriptions, sick notes, and referral letters are issued at the sole discretion of a registered Practitioner following a consultation. They will only be issued if the Practitioner deems it medically necessary and appropriate.

2. Types of Documents Issued

1. Electronic prescriptions: Shared digitally via the Platform or email, accepted at certain pharmacies.
2. Original signed prescriptions: Required for certain medications (e.g., Schedule 5 or 6) or when specifically requested. These must be physically collected or delivered and cannot be substituted with a digital version.
3. Sick notes (medical certificates): Issued upon request where medically justified, stating the period of recommended absence.
4. Referral letters: Provided where the Practitioner deems referral to a specialist, healthcare facility, or other service necessary.

3. Requesting Original Documentation

1. The User must request any original prescription, sick note, or referral letter within 24 hours of the consultation.
2. The Practitioner will send the signed document to a designated Lotus Life (Pty) Ltd dispatch point.
3. The User will be notified and may choose to collect the document or request courier delivery (fees apply).

4. Collection and Delivery Options

1. Collection is available at fixed Lotus Life (Pty) Ltd dispatch points, including Johannesburg, Pretoria, Cape Town, and Durban.
2. Courier delivery is available nationwide, with fees based on location and confirmed before dispatch.

5. Collection Timeframe

1. Prescriptions must be collected within 7 days of notification.
2. Uncollected prescriptions may be cancelled or destroyed; reissuance may require a new consultation and fee.

6. Important Notices

1. Forging, copying, or misusing prescriptions, sick notes, or referral letters is a criminal offence.
2. Lotus Life (Pty) Ltd is not liable for, and removes itself from, any claims, losses, or disputes arising from fraudulent prescriptions, sick notes, or referral letters, whether such documents were altered, misused, or obtained without proper authorisation.
3. Lotus Life (Pty) Ltd is not liable for delays caused by couriers or refusals based on format or content by pharmacies, employers, or other recipients.

7. Practitioner Responsibility

1. Any prescription, sick note, or referral letter issued by the Practitioner is the sole responsibility of that Practitioner, who must ensure that it is accurate, lawful, and appropriate for the User’s medical needs.

8. Documents Format and Security

1. All prescriptions, sick notes, or referral letters issued via the Platform will be generated on a Lotus Life template containing full patient and Practitioner details.
2. Each prescription, sick note, or referral letter will carry a unique identifier to help prevent fraudulent documentation from being created or used.

7. Refund Policy

1. General Refund Principles

1. Refunds may be issued in accordance with the Cancellation Policy, Return and Exchange Policy, or where required by law. Refunds may be made to the original method of payment or via in-App wallet credit, depending on the nature of the transaction and applicable rules.

2. Refunds for Consultations

1. Refunds related to consultations are processed based on the timing of cancellation and are credited to the in-App wallet unless otherwise required by law. If the Practitioner cancels, the User is entitled to a full refund.

3. Refunds for Goods

1. Refunds for goods are processed once the returned items have been received, inspected, and approved. Refunds may be made to the original payment method or as an in-App wallet credit.

4. Timing

1. Approved refunds will be processed within 7 to 10 business days from confirmation.

8. Limitation of Liability

1. To the extent permitted by law, Lotus Life (Pty) Ltd shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from the use of the Platform, delays in delivery, reliance on medical advice provided by Practitioners, or failure of third-party services including couriers.
2. Where a Practitioner is registered under a Practice profile, the Practice and its owners take full responsibility for the actions, conduct, and services provided by that Practitioner through Lotus Life (Pty) Ltd.
3. All clauses in these Terms that apply to an individually registered Practitioner also apply to any Practitioner registered under a Practice profile.
4. Lotus Life (Pty) Ltd does not accept responsibility for, and will not bear, any legal fees, costs, or expenses arising from claims, actions, judgments, or proceedings brought against it, except to the extent required by law.
5. Where any claim, action, or proceeding is initiated against Lotus Life (Pty)Ltd by a User, Practitioner, or any third party, and such claim is found to be unfounded, malicious, or without merit, the initiating party shall be liable for all legal fees, costs, and expenses reasonably incurred by Lotus Life (Pty) Ltd in defending such matter.
6. Lotus Life (Pty) Ltd makes use of third-party Application Programming Interfaces (APIs) and integrates with external service providers to deliver certain features within the platform. While we strive to partner only with reputable providers, Lotus Life (Pty) Ltd has no control over the availability, accuracy, reliability, or performance of third-party systems.
7. All articles, posts, educational materials, or other content submitted for publication on the Lotus Life platform must be reviewed and approved by Lotus Life (Pty) Ltd prior to being made publicly available. Lotus Life reserves the right, in its sole discretion, to edit, reject, or remove any content that does not comply with applicable laws, industry standards, medical guidelines, or the policies of Lotus Life. Submission of content does not guarantee publication, and contributors acknowledge that approval is subject to the discretion of Lotus Life (Pty) Ltd.
8. All articles submitted to the Lotus Life platform must include the following information on the submitted version:

a. Full name of the author

b. Date of the article

c. Version number of the article

d. References or citations for any external sources used

9. Submissions that do not include this information may be delayed, rejected, or returned for amendment at the discretion of Lotus Life (Pty) Ltd.

1. All advertisements, articles, and other content submitted for publication on the Lotus Life (Pty) Ltd platform must be original and must not infringe on the intellectual property rights of any third party. By submitting content, contributors warrant that they are the rightful owners or have the necessary rights and permissions to use such material.
2. All content, articles, and materials submitted through the App must be original and free from plagiarism. Users agree not to copy, reproduce, or submit any material that infringes on the intellectual property rights of third parties. The App reserves the right to reject, remove, or take down any content found to be plagiarised, and may take further action, including suspension or termination of the user’s account. Users accept full responsibility and liability for any consequences arising from the submission of plagiarised content.

9. Group Interaction and User Conduct

1. Lotus Life (Pty) Ltd may create group forums, chat rooms, or discussion platforms on the application for Users to participate in.
2. Lotus Life (Pty) Ltd is not responsible for any remarks, words, phrases, or other content posted by Users in group forums, chat rooms, or discussion areas on the Platform that may be considered negative, abusive, offensive, or triggering, or that could cause emotional distress, self-harm, or other harmful reactions.
3. Users are responsible for reporting to Lotus Life (Pty) Ltd any other User in a group who is acting in a negative, abusive, or otherwise inappropriate manner.
4. Users must not share personal information (including contact details, addresses, medical records, or identification numbers) in group forums. Lotus Life (Pty) Ltd is not responsible for any consequences, harm, death or loss arising from the sharing of personal information by the User or by any other User in the group.
5. All security services are subject to availability at the time a report is made. While we will make every reasonable effort to respond promptly, response times and service provision may be affected by factors beyond our control, including but not limited to resource availability, operational demands, and external circumstances

10. Dispute Resolution

1. Any dispute arising out of or in connection with these Terms shall first be resolved through informal negotiations. If unresolved, the dispute shall be referred to final and binding arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA), seated in Johannesburg, South Africa.

11. Governing Law and Jurisdiction        

1. These Terms are governed by the laws of the Republic of South Africa. Users agree to the exclusive jurisdiction of South African courts in relation to any dispute arising from or connected to the use of the Platform or services provided by Lotus Life (Pty) Ltd.

   

WEBSITE AND APPLICATION TERMS OF USE

for Lotus Life (Pty) Ltd

Compilation Date: 19 March 2025

© 2025 Lotus Life (Pty) Ltd

 

1. Introduction

1. Welcome to the Lotus Life (Pty) Ltd Application and Website (“Platform”). These Terms and Conditions (“Terms”) govern the access and use of the Lotus Life (Pty) Application (“App”) and Lotus Life (Pty) Ltd Website (“Website”) by medical practitioners (“Practitioners”) and users (“Users”). By using the Platform, you agree to these Terms. If you do not agree, you must refrain from using the Platform.

2. Definitions

1. Application means the Lotus Life (Pty) Ltd App, a digital platform facilitating medical consultations via text, voice, video, and home visits.
2. Website means the online platform operated by Lotus at https://lotusl.co.za/
3. Practitioner means a licensed medical professional registered with the relevant regulatory authority.
4. Walk-ins refers to unscheduled patients who request consultation or treatment on arrival, subject to practitioner availability and applicable waiting periods.
5. User means any person accessing the Platform to seek medical consultation.
6. Services mean healthcare-related consultations, guidance, and home visits facilitated through the Platform.
7. Personal Information means any data that identifies a User or Practitioner, as defined under POPIA.
8. Practice means a medical practice registered on the Platform as an entity, which may have one or more practitioners registered under its profile.

3. Eligibility and Registration

1. Practitioners must:

1. Hold a valid and legal medical license recognized by their jurisdiction.
2. Provide accurate and up-to-date registration details.
3. Ensure compliance with their country’s medical laws, including any telemedicine regulations.

2. Lotus Life (Pty) Ltd reserves the right to verify such credentials.
3. Users must:

1. Be at least 18 years old.
2. Provide truthful and accurate health information.
3. The Lotus Life (Pty) Ltd App reserves the right to verify credentials and approve or deny registration at its sole discretion.
4. Users may add dependents to their profile, including parents and children, by adding a dependent, the User warrants that all information provided is accurate, complete, and truthful. The User accepts full responsibility for all information submitted on behalf of any dependents, as well as any actions, requests, or activities carried out through the dependent’s profile. Lotus Life (Pty) Ltd and its Service Providers will not be held liable for any inaccuracies, misuse, or consequences arising from the User’s management of dependents information

4. By registering as a Practitioner, the Practitioner expressly grants Lotus Life (Pty) Ltd permission to conduct background checks, including verification of professional qualifications and screening for any criminal records. Lotus Life (Pty) Ltd reserves the right to deny or terminate access if any disqualifying information is found.
5. As a final step in the verification process, Lotus Life (Pty) Ltd will conduct face-to-face interviews to verify all documentation submitted during the application process. All documentation presented must be original.
6. Lotus Life (Pty) Ltd will schedule a date and time with the Practitioner for the interview, which must be attended at a Lotus Life office or another location as designated by a Lotus Life Manager.
7. Where a Practitioner leaves a medical practice and joins a new practice, the Practitioner must register a new membership profile with Lotus Life (Pty) Ltd Life. The previous practice must also provide written notice to Lotus Life confirming that the Practitioner is no longer affiliated with their practice.
8. All practitioners registered on the platform are required to wear the designated branded apparel provided by the company for the duration of any consultation conducted through the platform, whether in person or via video call. This requirement is part of our commitment to maintaining a consistent and professional image for the platform. Failure to comply with this requirement may result in suspension of bookings or removal from the platform.
9. Both practitioners and customers are required to upload a clear and current profile picture when registering on the platform. This is to ensure transparency, build trust, and maintain the professional standards of our community. Profiles without a valid picture may be restricted from making or accepting bookings until this requirement is met.

3.9.1    Practitioners must have their official platform-issued membership card in their possession at all times and ensure it is clearly visible to the user during any consultation, whether conducted in person or via video call. This requirement is in place to maintain trust, uphold professional standards, and confirm the practitioner’s affiliation with the platform. If a practitioner fails to present their membership card at the start of the consultation, the user has the right to cancel the consultation immediately, with no cost or penalty to the user.

3.9.2 It is the sole responsibility of the practitioner to ensure that their membership is renewed annually before the expiry date in order to maintain active status and continued access to benefits and services.

10. For security and verification purposes, both the practitioner and the user are required to present valid identification before any consultation begins. Practitioners must present their official platform-issued membership card, and users must present a valid government-issued identification document. Failure to provide the required identification may result in the consultation being postponed or cancelled without refund.
11. Practitioners are strictly prohibited from bringing firearms or any other dangerous weapons to a consultation. The user reserves the right to request a search of the practitioner’s medical bag or belongings prior to allowing the practitioner onto the premises. Refusal to comply with such a request may result in cancellation of the consultation and removal of the practitioner from the platform.
12. Users are strictly prohibited from bringing any firearms, weapons, or objects that may be deemed dangerous to any consultation, whether in-person or at a designated facility. The Practitioner reserves the right to immediately terminate or refuse a consultation if they reasonably believe their safety is at risk. Any such incident may be reported to the relevant authorities, and the User may be barred from further use of the App.

4. Services Provided

1. Practitioners may offer the following:

1. Text Consultation: Messaging-based medical advice.
2. Voice Consultation: Audio-based consultations.
3. Video Consultation: Virtual medical sessions via video.
4. Support Groups: Members may be granted access to Support Groups as part of their membership benefits. These groups are intended to provide peer-to-peer support, networking, and the sharing of information and resources.
5. Emergency Reporting: The Emergency Reporting function is provided as a tool to assist members and community users in alerting designated responders in the event of an emergency.
6. While we strive to ensure that security services are available when needed, we do not guarantee that security personnel, emergency responders, or related services will be available at all times. Users acknowledge that the availability of such services may be subject to factors beyond our control, and we cannot be held liable for any loss, harm, death or damages arising from the unavailability of security support.

2. Home Visits: In-person consultations at a user’s residence. Disclaimer: Virtual consultations may not substitute in-person medical assessments where required. Users must seek immediate emergency care if needed.
3. No more than one additional person may accompany the practitioner to a consultation, unless the nature of the consultation reasonably requires additional personnel (for example, in the case of an ambulance service or specialised medical support). The user reserves the right to refuse entry or presence of any additional persons beyond what is reasonably necessary for the consultation.
4. Practitioners may only travel to consultations using a vehicle that has been registered and approved with the platform. In the event of any changes to the registered vehicle or unforeseen circumstances requiring the use of a different vehicle, the practitioner must notify the platform’s office in advance to obtain approval. Failure to comply with this requirement may result in the consultation being cancelled or the practitioner being subject to disciplinary action in accordance with platform policies.
5. All consultations must take place in a secure and private location to protect the safety, confidentiality, and comfort of both the practitioner and the user. It is the user’s responsibility to ensure that the chosen consultation location is safe, secure, and suitable for the nature of the service prior to booking. The platform and practitioner reserve the right to decline or terminate a consultation if the location is deemed unsafe or inappropriate.
6. Any additional costs incurred during a walk-in consultation, including but not limited to diagnostic tests, procedures, or extended consultation time, shall be charged in addition to the standard consultation fee. All such additional costs must be settled in full through the Lotus Life (Pty) Ltd Medical App at the time of or immediately following the consultation. Patients will not be permitted to make alternative payment arrangements directly with the practitioner or facility unless expressly authorized by Lotus Life.
7. Walk-in consultations booked through the App are subject to practitioner availability. A minimum waiting period of 20 (twenty) minutes shall apply before a walk-in patient may be attended to. Scheduled appointments booked through the App will at all times take priority over walk-in consultations. Users acknowledge and accept that the waiting period for walk-ins may exceed 20 (twenty) minutes depending on the practitioner’s schedule and availability. The Practice and the App shall not be held liable for any delays experienced in relation to walk-in consultations.
8. Users participating in support groups on the platform must refrain from making any derogatory, racist, or otherwise offensive or triggering comments toward other users. Such behaviour is strictly prohibited and may be considered a criminal offense under applicable laws, potentially resulting in legal action being taken against the offending user. Violations may also lead to immediate removal from the group and suspension or termination of platform access.
9. The App is intended for use by individuals 18 years and older. Children under the age of 12 (twelve) years must be accompanied by, and have their account managed by, a parent, legal guardian, or responsible adult when accessing healthcare information, making bookings, or engaging with healthcare providers through the App. Users between 12 and 17 years old may use the App with the consent and oversight of a parent or guardian, in line with the Children’s Act 38 of 2005. The Service Provider is not responsible for any unauthorised use of the App by minors.
10. The Responsible Guardian is financially responsible for all consultation fees, service charges, and additional costs incurred through the dependant’s use of the App. Payment must be made through the Lotus Life (Pty) Ltd Medical App unless otherwise authorised by Lotus Life (Pty) Ltd.
11. In certain circumstances, consultation requests may be declined to maintain professional standards and service quality. Rejections may occur due to practitioner unavailability, incomplete or inaccurate information provided, non-compliance with platform policies, or where the consultation requested falls outside the practitioner’s professional scope. In the event of a rejection, users will be notified and, where appropriate, provided with a reason for the decision. Any fees already paid will be refunded or credited in accordance with our refund policy. No practitioner–patient relationship will be deemed to exist until a consultation has been accepted and confirmed.
12. By submitting any review, comment, rating, or feedback on our platform, you consent to such content being collected, stored, and published publicly by Lotus Life (Pty) Ltd, you acknowledge that your reviews and ratings may be visible to other users and the general public, and may be used by us for promotional, marketing, or informational purposes without any compensation to you. You further confirm that the content you submit is your own and does not infringe upon the rights of any third party.
13. Users participating in support groups or any interactive features on the platform are encouraged and responsible for reporting any wrongful actions, inappropriate, derogatory, racist, or triggering comments made by other users. Reporting helps the platform identify and address violations promptly, contributing to a safe and respectful community environment.
14. While the platform employs moderation tools and policies to monitor user interactions, it cannot guarantee real-time oversight of all activities within support groups. Accordingly, the platform is not responsible or liable for the actions, comments, or behaviour of individual users.
15. Users can report concerns or violations through the designated reporting tools available within the platform or by contacting customer support directly. All reports will be reviewed confidentially and investigated in accordance with our policies.
16. All articles, posts, educational materials, or other content submitted for publication on the Lotus Life platform must be reviewed and approved by Lotus Life (Pty) Ltd prior to being made publicly available. Lotus Life reserves the right, in its sole discretion, to edit, reject, or remove any content that does not comply with applicable laws, industry standards, medical guidelines, or the policies of Lotus Life. Submission of content does not guarantee publication, and contributors acknowledge that approval is subject to the discretion of Lotus Life (Pty) Ltd.
17. All content, articles, and materials submitted through the App must be original and free from plagiarism. Users agree not to copy, reproduce, or submit any material that infringes on the intellectual property rights of third parties. The App reserves the right to reject, remove, or take down any content found to be plagiarised, and may take further action, including suspension or termination of the user’s account. Users accept full responsibility and liability for any consequences arising from the submission of plagiarised content.

5. Fees and Payments

1. Users will pay for services via the Platform’s designated payment system.
2. The Platform may deduct service fees or commissions, as specified in the fee structure.
3. No refunds will be provided for completed services unless otherwise required under South African Consumer Protection Act (CPA).
4. Practitioners are responsible for any applicable taxes on their earnings.
5. Fees will be paid via the Platform’s designated payment system within a minimum 72-hour time frame.
6. Cancellation fees will apply, as specified in the fee structure, and may be charged to both the Practitioner and the User.
7. Terms and Conditions should be read together with our Terms of Service, which set out additional rights, responsibilities, and limitations. In the event of any conflict, the Terms of Service will take precedence.
8. A remittance advice will be issued to the Practitioner upon completion of payments for consultations. It is the Practitioner’s responsibility to review the remittance advice and raise any queries or discrepancies within 48 (forty-eight) hours of receipt. Failure to raise a query within this timeframe will be deemed as acceptance of the payment as correct and final
9. Any disputes raised after the 48-hour period may still be reviewed; however, resolution of such disputes may take up to 14 (fourteen) working days.

6. Protection of Personal Information (POPIA Compliance)

1. User and Practitioner data is collected, processed, and stored in compliance with the Protection of Personal Information Act (POPIA).
2. Data Processing:

1. User data is processed with consent and only for medical consultation purposes.
2. Practitioners must maintain confidentiality in compliance with medical privacy laws.

3. User Rights:

1. Users may:

1. Request access to their data.
2. Withdraw consent for data processing.
3.  Request data correction or deletion, unless retention is required by law.

4. Third-Party Data Sharing:

1. Data will not be shared with third parties except:

1. Where legally required.
2. For payment processing and service facilitation (e.g., third-party telemedicine providers).

5. 5. For more details, refer to Lotus Life (Pty) Ltd Privacy Policy.
   6. All payments for the submission of articles, content boosting, and advertisements on the Lotus Life platform must be made in full prior to the acceptance, review, or approval of such services. Lotus Life (Pty) Ltd will not commence any service, including content review, placement, or publication, until payment has been successfully received and confirmed. Payments are non-refundable once services have been accepted or published, except where otherwise required by law.
   7. Payments for articles, advertisements, boosting, or any other services on the Lotus Life platform must be made directly through the platform at the time of purchase. Funds owed to practitioners by Lotus Life (Pty) Ltd will not be deducted or offset against such payments. Practitioners remain responsible for ensuring that payment is made in full prior to the acceptance, review, or approval of any services.
   8. Lotus Life (Pty) Ltd does not guarantee that any article will be viewed, downloaded, or engaged with by other users. Visibility and reach of articles are dependent on the practitioner’s registered followers and activity within the Lotus Life platform.
   9. All articles submitted to the Lotus Life platform must include the following information on the submitted version:

a. Full name of the author

b. Date of the article

c. Version number of the article

d. References or citations for any external sources used

5. Submissions that do not include this information may be delayed, rejected, or returned for amendment at the discretion of Lotus Life (Pty) Ltd.
6.  Lotus Life (Pty) Ltd makes no guarantee that any advertisement placed on the Lotus Life platform will result in additional bookings, sales, or customer engagement. The effectiveness of advertisements is dependent on customer preferences and engagement, which are outside the control of Lotus Life.
7.  Advertisements placed on the Lotus Life platform will be displayed within the geographic area in which the practitioner or service provider is registered, with a standard coverage radius of 15 kilometres. The reach of advertisements may vary depending on user location, app usage, and other technical factors, and Lotus Life (Pty) Ltd does not guarantee visibility beyond the defined radius.
8.  Lotus Life (Pty) Ltd does not guarantee that boosting a practitioner profile will result in additional bookings, increased visibility, or customer engagement. The effectiveness of profile boosting is dependent on customer choice and preference, which are outside the control of Lotus Life.
9. All articles submitted to the Lotus Life platform must be reviewed and approved by Lotus Life (Pty) Ltd prior to publication. Once an article has been approved, it will be uploaded to the app within 48 hours. Lotus Life reserves the right to delay, edit, or reject any article at its sole discretion.

7. Liability and Indemnification

1. The Platform only facilitates medical services and is not liable for:

1. Medical advice provided by Practitioners.
2. Any misdiagnosis, malpractice, or negligence.
3. Errors arising from incomplete or inaccurate information provided by Users.
4. All responsibility for the prescription, its appropriateness, usage, and any adverse effects rests solely with the prescribing Practitioner and the User.

2. Practitioner Responsibility:

1. Practitioners fully indemnify Lotus Life (Pty) Ltd App from any claims arising from:

1. Breach of medical ethics or regulatory laws.
2. Medical malpractice or incorrect treatment.

3. Platform Limitation of Liability:

1. To the extent permitted by law, Lotus Life (Pty) Ltd is not liable for:

1. Any loss, injury, damages, or death resulting from service use.
2. Platform downtime or unavailability due to technical issues.
3. Any lack of bookings or earnings during any period. The Platform does not guarantee a minimum number of bookings or income per month.
4. The sale and purchase of medical Cannabis-Derived Medicinal Products (CDMPs) through this platform is strictly subject to all applicable laws and regulations of the Republic of South Africa (or relevant jurisdiction).
5. Only licensed practitioners, dispensaries, or authorized suppliers may offer Cannabis-Derived Medicinal Products (CDMPs) for sale.
6. Members and users are solely responsible for ensuring they hold the necessary licenses, permits, and prescriptions before engaging in the sale or purchase of Cannabis-Derived Medicinal Products (CDMPs).
7. All advertisements, articles, and other content submitted for publication on the Lotus Life platform must be original and must not infringe on the intellectual property rights of any third party. By submitting content, contributors warrant that they are the rightful owners or have the necessary rights and permissions to use such material.
8. Plagiarism, including the use of content without proper authorization or attribution, is strictly prohibited. Lotus Life (Pty) Ltd reserves the right to reject, remove, or request amendments to any content found to violate these standards.
9. Contributors shall indemnify and hold harmless Lotus Life (Pty) Ltd from any claims, damages, or legal actions arising from plagiarism, copyright infringement, or unauthorized use of intellectual property in submitted content.

8. Suspension and Termination

1. The Platform may suspend or terminate access if:
2. A Practitioner or User violates these Terms and Conditions and Terms of Service or relevant laws.
3. A Practitioner provides false credentials or engages in unethical behaviour.
4. A Practitioner or User engages in any form of abusive, threatening, or violent behaviour (whether online, through the Platform, or during in-person interactions related to services arranged via the Platform).

2. Practitioners and Users may terminate their use by providing written notice.
3. Users found to have violated the platform’s code of conduct may face actions including warnings, temporary suspension, or permanent termination of access to the platform. Serious offenses may be reported to relevant authorities for further investigation and potential legal action.
4. We rely on the cooperation of all users to foster a positive, respectful, and supportive community. Your proactive engagement in reporting helps protect the well-being of all participants.
5. Any time-based packages purchased through the Lotus Life platform are strictly limited to use within the Lotus Life Support Groups. These packages are non-transferable, may not be exchanged for other services, and cannot be redeemed outside of the designated support group sessions. Unused time does not roll over or convert to cash or credits unless otherwise expressly stated by Lotus Life (Pty) Ltd.
6. Any unused consultations within the applicable subscription period or package are non-transferable and will not roll over, accumulate, or carry forward to the next period. Once the subscription period or package expires, all remaining consultations are forfeited.

9. Compliance with South African Law

1. These Terms are governed by South African law. However, Users and Practitioners outside South Africa must comply with the applicable laws and regulations of their jurisdiction, including but not limited to medical practice, data protection, and telemedicine laws.
2. The Platform does not guarantee compliance with international regulations unless expressly stated.

10. Jurisdiction

1. Any disputes shall be governed by the laws of South Africa.
2. South African courts have exclusive jurisdiction over legal matters relating to these Terms.

11. Dispute Resolution

1. Negotiation & Arbitration

1. The Parties agree to resolve disputes amicably through negotiation. Lotus Life (Pty) Ltd may appoint a mediator of its choice to assist in facilitating such negotiations. The User shall make payment via the App as soon as a consultation with a Practitioner has been booked. Both the practitioner and the user are required to confirm that the consultation has been completed once the session is over. Once this confirmation is provided via the app, any disputes related to the consultation will no longer be entertained by the platform.
2. Any dispute regarding a consultation via the application must be recorded on the App or communicated directly to Lotus Life (Pty) Ltd within 24 hours of completion of the consultation.
3. Upon confirmation that the consultation has been completed and where no dispute has been lodged within the 24hour period, the funds will be released to the Doctor within the agreed time frame
4. If the consultation is recorded as disputed, mediation will take place to determine the outcome of the dispute. Until the dispute is resolved, Lotus will hold the funds in their account.
5. Once a dispute has been finalised, the funds held in Lotus Life (Pty) Ltd bank account will either be:

1. credited back to the User in the form of an in-App wallet balance for use on a future consultation; or
2. released to the Doctor.

6. If unresolved, disputes will be referred to binding arbitration under the rules of the Arbitration Foundation of Southern Africa (AFSA).

12. Intellectual Property Rights

1. All Intellectual Property Rights, including trademarks, domain names, and content on the Platform, belong to Lotus Life (Pty) Ltd.
2. Users and Practitioners may not reproduce, distribute, or modify Platform content without prior consent.

13. Amendments

1. The Platform reserves the right to update these Terms at any time. Continued use constitutes acceptance of revised Terms.

14. Introduction

These Terms and Conditions (“Terms”) govern the use of the Lotus Life (Pty) Ltd mobile and web platform (“the App”), operated by Lotus Life (Pty) Ltd (“the Company”, “we”, “us”, or “our”).

The App connects members of the public (“Users”) with registered third-party private security service providers (“Security Partners”) for the purpose of facilitating rapid communication during abuse-related or emergency incidents.

By accessing, registering, or using the App, Users and Security Partners agree to be bound by these Terms.

Users acknowledge that the App is not a substitute for SAPS, emergency medical services, or fire services.

15. Scope of Services

15.1 The App functions solely as a facilitator and communication tool between Users and Security Partners.

15.2 The Company does not provide emergency services itself.

15.2.1 Security Partners remain independent entities and are not employees, agents, or representatives of the Company.

16. General Provisions (Applicable to All Parties)

16.1 Accuracy of Information – All Users and Security Partners must provide accurate, up-to-date registration information.

16.2 System Availability – While we strive for maximum uptime, the App may experience downtime due to maintenance, technical failures, or network issues. We do not guarantee uninterrupted service.

16.3 Data Use & Privacy – All personal information will be processed in accordance with the Protection of Personal Information Act, 2013 (POPIA). Emergency data may be shared with Security Partners strictly for response purposes.

16.4 Prohibited Use – Neither Users nor Security Partners may misuse the App for fraudulent, abusive, defamatory, or unlawful purposes.

17. User Terms

17.1 Emergency Reporting – Users may submit emergency reports through the App, which will be routed to Security Partners in the relevant area.

17.2 Responsibility – Users remain responsible for contacting SAPS, EMS, or other official emergency services. The App should not be relied on as the sole source of protection.

17.3 No Guarantee of Response. The Company does not guarantee that a Security Partner will respond to any report.

17.4 Response times and availability may vary.

17.5 User Conduct – Users must not submit false, malicious, or misleading reports. Abuse of the platform may result in account suspension or legal action.

18. Security Partner Terms

18.1 Role of Security Partners – Security Partners agree to receive emergency alerts routed via the App and may respond in their discretion, capacity, and operational guidelines.

18.2 Independence – Security Partners remain independent service providers. The Company is not responsible for their staff, vehicles, actions, or omissions.

18.3 Service Quality – Security Partners are solely responsible for the quality, safety, and legality of their responses to alerts.

18.4 Compliance – Security Partners must hold all necessary licenses, accreditations, and insurance required by law to operate in the security industry.

18.5 Termination – The Company reserves the right to suspend or terminate Security Partner access to the App immediately if:

18.5.1 Misuse, misconduct, or abuse of the system occurs,

18.5.2 Failure to maintain required regulatory compliance, or

18.5.3 The Company deems the partnership a reputational or operational risk.

19.  Disclaimers

19.1 No Emergency Guarantee – The App is not an emergency service provider. The Company makes no warranty that use of the App will result in timely or successful assistance.

19.2 “As-Is” Basis – The App is provided on an “as is” and “as available” basis without warranties of any kind, whether express or implied.

19.3 Third-Party Services – The Company is not liable for any act or omission of Security Partners or other third parties.

20. Limitation of Liability

To the maximum extent permitted by law:

20.1. The Company shall not be liable for any loss, injury, damage, or death arising from:

20.2. Use of or reliance on the App,

20.3. Delays, failures, or non-responses from Security Partners,

20.4. Errors, inaccuracies, or technical failures

20.5. Security Partners remain solely liable for all actions and omissions of their personnel.

20.6. Users acknowledge that use of the App is at their own risk.

21.  Indemnities

21.1. By Users – Users indemnify the Company against all claims, damages, or losses arising from misuse of the App, including false or malicious reporting.

21.2. By Security Partners – Security Partners indemnify the Company against claims, damages, or liabilities arising from:

21.3. Their services or failure to respond,

21.4. The conduct of their staff or contractors,

21.5. Breach of any applicable laws.

22.  Intellectual Property

22.1. All trademarks, software, content, and designs associated with the App remain the property of the Company.

22.2. No rights or licenses are granted to Users or Security Partners except for limited use of the App in accordance with these Terms.

23.  Termination & Suspension

23.1. The Company may suspend or terminate access to the App by any User or Security Partner at any time, without notice, for breach of these Terms or where required by law.

24. Governing Law & Jurisdiction

24.1 These Terms shall be governed by and interpreted in accordance with the laws of the Republic of South Africa.

24.2 Any disputes shall be subject to the exclusive jurisdiction of the courts of South Africa.

25.  Acceptance of Terms

25.1. By registering, accessing, or using the App, both Users and Security Partners acknowledge that they have read, understood, and agreed to these Terms