Terms of service

Please read these Terms carefully before using our Services.

1.1 These Terms of Use ("Terms") govern your use of the LumeWellness website, app, booking platform and related services (together, the "Platform"), available at https://lumelife.co.za and operated by LUMEWELLNESS (PTY) LTD (2026/320084/07), with its registered office at Medispa, 99 Kloof Street, Gardens, Cape Town, 8001 ("LumeWellness", "we", "us", "our"). "You" means the person using the Platform.

1.2 These Terms must be read with our Privacy Policy and Website Disclaimer, which form part of these Terms.

1.3 You accept these Terms when you tick the acceptance box on creating an account or making a booking. If you do not agree, please do not create an account or book a service. Browsing general information on the website does not require an account.

1.4 Some clauses limit our liability, place risk on you or require you to indemnify us. These appear in bold in line with section 49 of the Consumer Protection Act 68 of 2008 ("CPA"). Please read them carefully.

1.5 In these Terms:

• "Practitioner" means a healthcare professional registered with the Health Professions Council of South Africa (HPCSA) or another applicable statutory council, who consults with you remotely through the Platform.
• "Services" means the virtual consultations, assessments, Programmes and related support offered through the Platform.
• "Programme" means a structured service package that runs over a defined period, such as Metabolic and Weight Optimisation, Hormonal Health, Vitality and Performance, or Aesthetics and Longevity.
• "Telehealth" means healthcare delivered remotely by video, audio or secure messaging.

2.1 LumeWellness offers personalised wellness Services delivered entirely online through virtual consultations. LumeWellness does not operate a physical practice. Through the Platform you can:

• complete health and lifestyle assessments;
• book and pay for consultations, diagnostic tests and Programmes;
• communicate with your care team;
• receive electronic prescriptions issued by your Practitioner; and
• track your progress over time.

2.2 Clinical Services are provided by independent Practitioners. Each Practitioner practises under their own HPCSA registration and practice number and is professionally and legally responsible for the care they provide to you. LumeWellness provides the online platform, administration, technology and client support that make these Services possible, but does not itself practise medicine.

2.3 Each Practitioner holds their own professional indemnity cover and keeps your clinical record in line with HPCSA requirements. Questions or complaints about clinical care may be raised with your Practitioner directly, with LumeWellness, or with the HPCSA.

2.4 Clinical decisions are made only by your Practitioner, as set out in clause 4.

2.5 Wellness, coaching and lifestyle support offered alongside clinical Services is educational and supportive. It is not diagnosis or treatment unless provided by a Practitioner acting within their scope of practice.

To use the Services you must:

• be 18 years or older;
• live in South Africa and have a device and internet connection suitable for video consultations;
• have the legal capacity to enter into this agreement;
• use the Services only for yourself, not on behalf of another person; and
• provide true, complete and current information, including your identity, contact details, medical history, current medication and, where relevant, medical aid details.

We may ask you to verify your identity before a consultation or before a prescription is issued.

4.1 Your Practitioner makes every clinical decision independently, based on current clinical guidelines, your individual needs and the available scientific evidence. LumeWellness does not direct, override or influence any clinical decision.

4.2 Completing an assessment, paying or booking does not by itself guarantee a treatment, prescription or place on a Programme. Your Practitioner may decide that a Service is not suitable for you, refer you elsewhere or ask for further tests.

4.3 A practitioner-patient relationship begins when your Practitioner has reviewed your information and accepted you for a consultation.

4.4 Your Practitioner may review, change, pause or stop your treatment at any time if they consider it clinically necessary. They may also ask for a follow-up consultation or tests before continuing a prescription.

4.5 Where a Practitioner declines to provide a Service on clinical grounds, any fee for that Service which has not been rendered will be refunded in line with clause 10.

4.6 LumeWellness Services are designed to complement, not replace, your ongoing care with a general practitioner or specialist. We recommend that you remain under the regular care of your own doctor and tell them about treatment you receive through LumeWellness. With your consent, your Practitioner may share relevant information with your doctor.

5.1 All consultations and follow-ups take place remotely by video, telephone or secure messaging, in line with the HPCSA's guidelines on telehealth. Your Practitioner decides whether a remote consultation is clinically appropriate for your needs. If you need a physical examination, tests or imaging, your Practitioner will refer you to an appropriate in-person provider.

5.2 By booking a virtual consultation, you consent to:

• your health information, images and test results being transmitted electronically to your Practitioner; and
• being assessed remotely, on the understanding that a remote consultation has limits compared with an in-person examination.

5.3 You are responsible for a private setting, a working device and a stable internet connection. Your Practitioner or LumeWellness may use secure recording, transcription or note-taking tools to help prepare accurate clinical notes. These tools are only used with your consent, which will be asked for at the start of the consultation. You may decline without it affecting your care. Any recording is used only for your clinical record and kept securely in line with our Privacy Policy.

5.4 Your consent to telehealth is recorded in your clinical record. You may withdraw it at any time, and your Practitioner will help you find in-person care instead.

6.1 Prescription medicines are prescribed only by a Practitioner after assessing your suitability. Prescriptions are issued electronically through a secure e-prescribing system.

6.2 You are free to have your prescription dispensed at any pharmacy of your choice. You may:

• take your prescription to your own pharmacy; or
• ask us to send it to a courier pharmacy partner for delivery, for your convenience.

6.3 LumeWellness and its Practitioners do not receive any fee, commission, rebate or other benefit from any pharmacy in connection with your prescription. Choosing your own pharmacy will not affect your care.

6.4 Where you choose the courier pharmacy option, the pharmacy is an independent, registered pharmacy and is responsible for dispensing, pharmacist advice and delivery under its own terms and privacy policy. We will share your prescription and the personal information needed to dispense and deliver it, with your consent.

6.5 Medicine prices are set by the dispensing pharmacy within the Single Exit Price framework and may change during your Programme.

6.6 All medication sales are final. Dispensed medicines cannot be returned for reuse or resale and are only accepted back if there is a defect in the medicine or its packaging, or the wrong medicine was dispensed. In that case, contact the dispensing pharmacy and let us know.

6.7 You must use medicines only as prescribed, read the patient information leaflet, and not share prescribed medicines with anyone.

You agree to:

• give accurate and complete information about your health, medical history, medication, supplements, allergies, pregnancy or plans to conceive, and lifestyle;
• tell your Practitioner promptly about any change in your health, new medication or side effect;
• attend follow-up consultations and tests that your Practitioner requests;
• keep your login details confidential and tell us immediately at [email protected] if you suspect unauthorised access to your account; and
• treat Practitioners, staff and other clients with respect. We may decline or end Services where conduct is abusive or unsafe.

Your Practitioner relies on the information you give. Incomplete or inaccurate information increases the risk of harm and may affect your results. LumeWellness and your Practitioner are not responsible for harm that results from information you withheld or gave incorrectly.

8.1 All treatments, including prescription medicines such as injectable and hormonal treatments, carry risks, side effects and possible adverse reactions. Your Practitioner will explain the material risks of any treatment, and you will be asked to give informed consent before it starts.

8.2 Results vary between individuals and depend on factors including your health, genetics and adherence to your plan. LumeWellness does not guarantee any particular outcome, including weight loss, hormonal change or aesthetic result.

8.3 If you experience a side effect or adverse reaction, stop and contact your Practitioner. In an emergency, follow clause 12.3.

9.1 Fees for consultations, tests and Programmes are shown on the Platform or quoted to you before you book, in South African Rand and including VAT where applicable. Practitioner consultation fees are the Practitioner's own fees, which LumeWellness collects on their behalf. Medicine, laboratory and pharmacy charges are separate unless stated otherwise.

9.2 Payment is processed by a third-party payment provider. We do not store your full card details.

9.3 If you join a Programme or membership billed in instalments:

• the term, total cost and billing dates are confirmed before you sign up;
• no fixed term will exceed 24 months;
• you may cancel at any time by giving 20 business days' written notice, as allowed by section 14 of the CPA; and
• we may charge a reasonable cancellation fee, which will be disclosed upfront and will not exceed the value of Services already received but not yet paid for.

9.4 We will give you at least 20 business days' notice of any fee change that affects an active Programme.

9.5 We may pause Services if a payment fails and remains unpaid after we have notified you.

10.1 Cooling-off. Where you buy a Service online, you may cancel within 7 days of the purchase without reason and receive a full refund, as provided by section 44 of the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). If you ask for a Service to start within those 7 days and it is delivered, that Service is not refundable under this clause.

10.2 Rescheduling and cancelling appointments.

• More than 12 hours before the appointment: free reschedule or refund.
• Less than 12 hours before, missed, or not possible because of a problem on your side (such as wrong contact details or a failed connection): no refund. You may reschedule once for free.
• LumeWellness or your Practitioner cancels: free reschedule or full refund, your choice.

This is a reasonable charge under section 17 of the CPA, because your Practitioner's time was reserved for you and cannot be reallocated at short notice. A rescheduled consultation that is again cancelled late or missed is not refundable and cannot be rescheduled.

10.3 Fees for Services already delivered, including completed consultations and Programme support already provided, are not refundable, except where the Service was defective or not delivered as described.

10.4 Refunds are paid to the original payment method within 10 business days of approval.

10.5 Nothing in this clause limits your rights under the CPA or ECTA.

11.1 Consultations are billed under your Practitioner's own practice number. Where a Service may be claimable, you will receive an itemised invoice with the codes your scheme needs, and you may submit the claim yourself.

11.2 Medicines dispensed by a pharmacy may be claimed by that pharmacy if you choose, subject to its terms.

11.3 Your medical scheme decides what it covers. You remain responsible for any amount it does not pay, including co-payments and rejected claims.

12.1 We communicate through the Platform, email, SMS and WhatsApp using the details you provide. Please keep them up to date and check your messages, as delays in responding may delay your care.

12.2 Non-urgent messages are answered within 24 working hours. Messaging is not monitored around the clock.

12.3 LumeWellness does not provide emergency care. In an emergency, call 10177 for an ambulance, 112 from a mobile phone, or go to your nearest emergency unit.

12.4 We will only send you marketing if you have opted in. You can unsubscribe at any time using the link in each message or by contacting us. Service and clinical messages will continue while you are an active client.

13.1 We process your personal information, including health information, in line with the Protection of Personal Information Act 4 of 2013 and our Privacy Policy.

13.2 All content on the Platform, including the LumeWellness name, logo, text, graphics, Programme materials and software, belongs to LumeWellness or its licensors. You may use it only for your personal, non-commercial use.

13.3 You may not misuse the Platform, including by accessing it without authorisation, interfering with its operation, using it for anyone else, copying it to build a competing service, or posting unlawful or misleading content.

13.4 We may suspend or close your account if you breach these Terms. Where you are receiving active treatment, we will give you reasonable notice and help you transfer your care, unless your conduct poses a safety risk.

14.1 To the extent permitted by law, LumeWellness is not liable for indirect or consequential loss, or for loss arising from: information you withheld or gave incorrectly; your failure to follow your Practitioner's advice; services of independent pharmacies, laboratories, radiology practices or any other healthcare provider your Practitioner refers you to; or interruptions to the Platform beyond our reasonable control.

14.2 Nothing in these Terms excludes or limits liability for gross negligence, wilful misconduct, or any right you have under the CPA or other law that cannot be waived.

14.3 You indemnify LumeWellness against claims and losses caused by your breach of these Terms or your misuse of the Platform.

15.1 Complaints. Contact us first at [email protected]; we aim to respond within 24 working hours. If unresolved, you may approach the HPCSA (clinical conduct), the Consumer Goods and Services Ombud (service and billing) or the Information Regulator (privacy).

15.2 Changes. We may update these Terms. We will notify you by email or on the Platform at least 20 business days before material changes take effect. Changes do not apply retrospectively to Services already paid for.

15.3 Governing law. These Terms are governed by the laws of the Republic of South Africa and are subject to the non-exclusive jurisdiction of the Western Cape High Court.

15.4 Severability. If any clause is found invalid, the rest remain in force.

15.5 Our details (ECTA section 43):

• Legal name: LUMEWELLNESS (PTY) LTD
• Registration number: 2026/320084/07
• Registered office and address for legal notices: Medispa, 99 Kloof Street, Gardens, Cape Town, 8001
• Website: lumelife.co.za
• Email: [email protected]