Terms of Service

These terms apply when you use Reya Health, the telehealth medical weight-loss service operated by OpsMed (Pty) Ltd (registration number 2026/473691/07). Please read them carefully - they include important information about how our service works, your telehealth consent, and your rights. If you don’t agree with them, please don’t use the service.

About our service

We provide non-emergency medical care for weight management using telehealth - meaning you receive care from a doctor at a distance, using electronic tools such as WhatsApp, online forms and video calls. Reya Health is owned and overseen by doctors registered with the Health Professions Council of South Africa (HPCSA). A registered doctor reviews your information, decides whether telehealth is suitable for you, and, if appropriate, prescribes treatment and monitors your progress.

Our service is not a quick-fix diet or a cosmetic product. It is a medical service that may include prescription medicines, lifestyle advice and regular follow-up, tailored to your health needs. We can only care for patients located in South Africa at the time of the consultation. By using the service, you confirm you are in South Africa when you have your appointment.

No emergency or urgent care

Our service is not an emergency medical service. We cannot provide emergency or urgent care through WhatsApp, chat or video calls. Do not use this service if you think you may have a medical emergency.

If you have sudden chest pain, trouble breathing, signs of a stroke, a severe allergic reaction, thoughts of self-harm, or any other serious or worrying symptoms, call the emergency services immediately or go to your nearest hospital or emergency unit. Common emergency numbers in South Africa include 10177 (ambulance) and 112 from a mobile phone. If an emergency develops while you are using our service, stop and seek in-person emergency care right away.

Telehealth may not be right for every situation

Telehealth has real benefits, but it also has limits. Because we cannot examine you in person, there may be situations where a video call or chat is not enough. Our doctors use their professional judgement to decide whether telehealth is suitable for your care. If a doctor believes you need an in-person examination, tests or a referral, they will explain this and help you arrange appropriate care where possible. In some cases we may not be able to provide treatment through this service, even after you have completed the online process.

Reya, our WhatsApp assistant, uses AI

When you first contact us on WhatsApp, you interact with Reya, our digital assistant. Reya uses artificial intelligence to ask you questions, collect information and guide you through our process.

Reya is not a doctor, nurse or healthcare provider. Reya does not give medical advice, make a diagnosis, or decide what treatment you should receive. Reya’s purpose is to gather your information in a structured way and help you understand how our service works. A registered doctor reviews your information, answers your medical questions, and decides on any diagnosis and treatment. By using our service, you agree that your messages with Reya will be stored and shared with our clinical team so the doctor can provide your care.

Clinical decisions are made by a registered doctor

All medical decisions in our service are made by a doctor registered with the HPCSA. This includes deciding whether telehealth is appropriate for you, whether to prescribe any medicine, whether to request tests, and how to manage your follow-up care. The doctor reviews the information you provide through WhatsApp and during your video consultation, and may ask further questions, request tests, or recommend an in-person examination. Reya and our support staff do not make clinical decisions, do not prescribe medicines, and cannot override a doctor’s judgement.

When our doctor-patient relationship begins

Using our website, reading our information or chatting with Reya does not by itself create a doctor-patient relationship. That relationship is formed when one of our registered doctors accepts you as a patient and begins a clinical consultation - usually during your first video consultation, or when the doctor reviews your information and gives you clinical advice. From that point, the doctor owes you the same professional duties as in an in-person consultation, including duties of care, confidentiality and record-keeping, under South African law and HPCSA rules.

No guarantee of acceptance, treatment or results

We will do our best to help, but we cannot accept every person as a patient. Acceptance into our care and any treatment we provide depend on your medical history, your current health, and the doctor’s clinical judgement.

We do not guarantee that you will be prescribed any specific medicine, or any medicine at all. The doctor may decide medicine is not safe or appropriate for you, or may recommend lifestyle changes or other care instead. Weight loss and health outcomes vary from person to person, and we cannot promise any specific amount of weight loss or any particular outcome.

Telehealth consent

Please read this section carefully. By agreeing to these terms and continuing to use our service, you consent to receive care through telehealth as described here.

What telehealth is and how it works here

Telehealth means your doctor provides care using electronic tools - WhatsApp messages, online forms, phone calls and video calls - instead of seeing you in person. You will first answer questions through Reya and online forms; this information is shared with our clinical team. You will then have a video consultation with a registered doctor, who may discuss your history, symptoms, goals and treatment options, and may ask you to take measurements at home or have tests done.

Benefits, risks and limitations

Telehealth can make it easier to see a doctor without travelling, and can make follow-up more convenient. Because the doctor does not examine you in person, there are also limits: video quality, lighting, or how you describe symptoms may affect the assessment, and important information could be missed or require further tests or an in-person visit. Technical problems (poor connection, dropped calls, software errors) can interrupt a consultation, and - despite our safeguards - there is a small risk that the security of electronic systems could be breached.

Your rights and choices

You may ask questions at any time about telehealth, your diagnosis, your options, the risks and benefits, and any costs. You may refuse or stop telehealth at any time; if you do, we’ll explain what other care options are available, and this won’t affect any other care you are legally entitled to. The laws protecting the privacy and confidentiality of your health information apply fully to telehealth. Our support or technical staff may occasionally have access to your information to operate and maintain our systems; they are bound by confidentiality. You may have a family member or caregiver present during a consultation, and by doing so you consent to us sharing your information with them during that visit.

By accepting these terms and using our service, you confirm you understand what telehealth is, that you’ve had the chance to ask questions, that you understand the risks and benefits, and that you agree to receive care from our doctors using telehealth.

Consent to specific treatment

This telehealth consent covers the use of electronic tools to provide your care. It does not replace your consent to specific tests, medicines or treatments. During your consultation, the doctor will explain any recommended test or treatment - including its benefits, risks and alternatives - and you can accept or refuse each one. Your choices are recorded in your medical record.

Who may use this service

Our service is for adults only. You may use it only if you:

• are 18 years of age or older;
• are legally capable of entering into a binding agreement under South African law; and
• are physically in South Africa at the time of your consultation.

By using our service, you confirm you meet these requirements. If we learn that you do not, we may stop providing the service and cancel future appointments or prescriptions, after informing you.

Fees and payment

We’ll always tell you the fee for a consultation or programme before you book or confirm it. Fees are shown on our website and may change from time to time; we’ll explain clearly what a fee includes (for example, an initial consultation and a defined follow-up period) before you pay. Unless we say otherwise, our fees do not include the cost of medicines, laboratory tests, or services from other providers such as pharmacies or laboratories, who charge you separately.

Unless we tell you otherwise, payment is due in full before your consultation, using the payment methods we make available. If you cancel or reschedule a confirmed appointment without the required notice, we may charge a reasonable cancellation fee, which we’ll state when you book. If we need to cancel a consultation, we’ll offer you a new appointment or a refund of any fees paid for that consultation and not used.

Refunds

If you paid for a service we were unable to provide any part of, we’ll offer a fair refund or credit, taking into account what has already been provided. Because this is a professional medical service, once a consultation has taken place the consultation fee is normally not refundable, even if no medicine is prescribed - but this does not affect your legal rights if we fail to provide the service with reasonable care and skill. To request a refund, contact us using the details below.

Prescriptions and pharmacy dispensing

If, after assessing you, the doctor decides a prescription medicine is appropriate and safe, they will issue a prescription in terms of South African law and explain how to take it, common side effects and important warnings. We may send your prescription electronically to a pharmacy you choose, or you may request a copy, where the law allows, to have it dispensed at a pharmacy of your choice.

The pharmacy is a separate healthcare provider, responsible for dispensing, checking interactions, labelling and counselling, and it charges you according to its own pricing. Prescriptions are issued for a limited period and quantity, in line with the doctor’s judgement and the law, and you may need follow-up consultations and monitoring before a prescription can be safely renewed. We receive no payment or incentive from pharmacies that would influence how we prescribe or where your prescription is sent - our duty is to act in your best interests.

No promotion of specific prescription medicines

Our website, WhatsApp assistant and other materials provide general information about our service and about weight management. They are not advertisements for any specific prescription medicine. South African law limits or prohibits advertising certain medicines - including Schedule 4 prescription-only medicines - to the public, and we comply. We do not name brands of prescription medicines in our public materials or promote any specific medicine for sale. Any decision to prescribe a particular medicine is made by the doctor, based on your individual medical needs, after a proper assessment.

Limitation of liability

We provide our telehealth services with reasonable care and skill, in line with South African law and HPCSA rules. However, no medical service can guarantee a particular outcome, and - as explained above - telehealth has risks and limitations, and results vary between individuals.

To the fullest extent allowed by law, we are not liable for loss or damage arising from:

• your failure to follow the doctor’s advice or instructions;
• your failure to provide complete, truthful and accurate information about your health;
• technical failures of the internet, mobile networks, WhatsApp or other communication systems outside our reasonable control; or
• the acts or omissions of independent healthcare providers, such as pharmacies or laboratories, responsible for their own services.

We do not exclude or limit our liability for death or personal injury caused by our gross negligence or wilful misconduct, or for any other liability the law does not allow us to exclude. This clause does not take away any rights you have under the National Health Act, the Consumer Protection Act or other laws - if there is a conflict, your legal rights apply.

Intellectual property

Unless we say otherwise, all content on our website and WhatsApp assistant - text, graphics, logos, images, software and scripts - is owned by or licensed to us and protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable licence to use our service and content for your personal, non-commercial use in receiving care from us. You may not copy, modify, distribute, sell or create derivative works from any part of our service without our written permission, except where the law allows.

Changes to these terms

We may update these terms from time to time - for example to reflect changes in the law, in medical practice, or in how our service works. When we make material changes, we’ll post the updated terms with the date of the latest update, and take reasonable steps to tell you (for example by email or WhatsApp). If you continue to use our service after we’ve informed you of changes, you’ll be taken to have accepted them. Changes won’t affect consultations that have already taken place, unless the law requires otherwise.

Governing law

These terms, and any dispute arising from them or from our service, are governed by the laws of the Republic of South Africa, and may be brought before a South African court of competent jurisdiction. Nothing here limits any right you may have to use another dispute-resolution body, such as a health ombud, professional council or consumer authority.

Questions, concerns and complaints

We want you to be satisfied with your care. If you have a question, concern or complaint, please contact us first so we can try to resolve it:

Reya Health
Email: hello@opsmed.ai

We’ll acknowledge your complaint, investigate it fairly, and respond within a reasonable time. If you believe we have acted unprofessionally or that your rights as a patient have been violated, you may also complain to the Health Professions Council of South Africa (HPCSA), which regulates doctors, or to another body such as the health ombud or the National Consumer Commission. We’ll provide contact information on request and cooperate with any lawful investigation.