1. Introduction

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[cite: 2].

2. Definitions

Application

Means the Lotus Life (Pty) Ltd App, a digital platform facilitating medical consultations via text, voice, video, and home visits[cite: 2].

Electronic Consultation

Means a consultation conducted via the text, voice, and video[cite: 3].

Physical Consultations

Means an in-person consultation at the User’s location or other physical address, arranged through the Platform[cite: 4].

Platform

Means both the Application and the Website[cite: 4].

Practice

Means a medical practice registered on the Platform as an entity[cite: 4].

Practitioner

Means a licensed medical professional registered with the relevant regulatory authority[cite: 5].

Walk-In’s

Refers to unscheduled patients who request consultation or treatment on arrival[cite: 6].

Services

Mean healthcare-related consultations, guidance, and home visits facilitated through the Platform[cite: 7].

User

Means any person accessing the Platform to seek medical consultation[cite: 8].

3. Cancellations

3.1 Cancellation by the User

Users may cancel a scheduled consultation at any time via the Platform, provided a reason is given[cite: 9, 10]. Fees apply based on timing:

• Within 6 hours: User forfeits 100% of the fee (80% to Practitioner, 20% to Lotus Life)[cite: 11, 12].
• Between 6 and 12 hours: User forfeits 75% of the fee (60% to Practitioner, 15% to Lotus Life); 25% credited to wallet[cite: 12, 13].
• Between 12 and 24 hours: User forfeits 50% of the fee (40% to Practitioner, 10% to Lotus Life); 50% credited to wallet[cite: 14, 15].
• More than 24 hours: User receives a full refund to their in-App wallet[cite: 16].

No cash refunds shall be made unless required by law[cite: 18].

3.2 Cancellation by the Practitioner

Practitioners must honor all confirmed consultations. If they cancel, the User receives a 100% refund[cite: 21, 24]. Practitioner accounts may be put on hold after three (3) unjustified cancellations[cite: 37].

4. Practitioner Delays

Users are expected to wait up to 15 minutes beyond the scheduled time[cite: 29]. If a Practitioner fails to join within 30 minutes, the consultation is deemed cancelled[cite: 34].

5. Moonlighting Policy

Practitioners must disclose any secondary employment in writing[cite: 51]. Engaging in moonlighting without approval is deemed a breach of the Agreement and grounds for immediate termination[cite: 53].

6. Return and Exchange Policy

6.1 Cooling-Off Period

Users may cancel a transaction within 5 business days of receiving goods, provided they are unused and in original packaging[cite: 57].

6.2 Defective Goods

Defective goods may be returned within 6 months of delivery for a refund, replacement, or repair[cite: 59, 60].