Cancellation and Refund Policy

This policy explains what happens when an appointment with Reya Health is cancelled, moved or missed, and when and how we refund a payment. Reya Health is operated by OpsMed (Pty) Ltd (registration number 2026/473691/07), which is who you pay. This policy forms part of our Terms of Service.

Fees and payment

You pay for a consultation in full when you book it. A first consultation costs R5.00. A follow-up consultation costs R5.00. Reya tells you the fee on WhatsApp, and the booking page shows it again before you pay. Our fees do not include medicines or laboratory tests.

Payment is taken on Payfast’s secure page, and your card details never reach us. The time you chose is held for 20 minutes while you pay. If no payment arrives in that time the hold lapses, the time is released, and nothing is taken from you.

Cancelling or moving your appointment

To cancel or move an appointment, message Reya on WhatsApp on +27 79 555 3394. What applies depends on how long before the start time you tell us.

At least 4 hours before it starts

• Moving it. There is no fee. Your payment moves to the new time and you pay nothing further.
• Cancelling it. There is no fee. We refund the consultation fee in full, or keep it for a new appointment if you prefer.

Less than 4 hours before it starts

A late fee of R200.00 applies, because the doctor’s time can no longer be offered to another patient. Reya tells you this before you confirm the change, so you can still choose to keep the appointment.

• Cancelling it. We keep the late fee out of what you paid and refund the rest.
• Moving it. Your payment moves to the new time, and the late fee is payable in addition.

If you miss your appointment

If you have not joined the video consultation within 10 minutes of its start time, we record it as a missed appointment. A missed appointment is treated as a cancellation without notice, so the late fee of R200.00 applies in the same way.

If we cancel, or cannot provide the consultation

If your doctor has to cancel, there is no fee, however late it is. Reya tells you on WhatsApp and offers you a new time. If you would rather not rebook, we refund the consultation fee in full.

If we are unable to provide any part of a service you have paid for, we offer a refund or a credit in proportion to the part we did not provide.

After a consultation

Because this is a professional medical service, once a consultation has taken place its fee is normally not refundable. That is so even if the doctor decides treatment is not suitable for you and prescribes no medicine: the fee pays for the doctor’s time and clinical assessment, not for a prescription. This does not affect your legal rights if we fail to provide the service with reasonable care and skill.

Payments that arrive late

If your payment reaches us after the hold has lapsed and the time has been released, we refund it in full or book you a new time, whichever you prefer.

How refunds are paid

We pay refunds through Payfast to the payment method you paid with. We send a refund within 7 working days of it becoming due. Your bank may take a few more days to show it.

Medicines and other providers

Reya Health does not sell medicines or laboratory tests. If the doctor prescribes medicine, a pharmacy of your choice dispenses it and charges you itself. Any return or refund of medicine is between you and that pharmacy.

How to ask for a refund

Email hello@opsmed.ai, or message Reya on WhatsApp on +27 79 555 3394, and give your booking reference. We’ll confirm what is due and when it will be paid.

Your rights

Nothing in this policy limits any right you have under South African law, including the Consumer Protection Act and the National Health Act. If you are unhappy with how we have handled a cancellation or a refund, see Questions, concerns and complaints in our Terms of Service.