Fees, payment and refunds

Version 1.0 · Effective 18 September 2026 · Last reviewed 18 September 2026

1. Currency and who you pay

All fees are quoted and charged in South African Rand (ZAR) and include value-added tax where it applies. Payments are made to Fidere Clinic (Pty) Ltd, registration number 2026/526977/07. Your bank or card statement will show Fidere as the merchant.

2. How fees are set and quoted

Fidere memberships are clinical services, so the fee depends on the tier you choose and the scope of care agreed with your clinician.

• Your first consultation includes a written quotation.
• The quotation states the membership tier, the monthly fee, what is included and what is excluded.
• No payment is taken until you have accepted that quotation in writing.
• We do not charge any hidden or automatic add-on fees. Anything outside your membership is quoted to you before it is done.

3. What the fee covers

Included in the membership fee	Billed separately
Clinical consultations at the cadence of your tier, your personalised health plan, interpretation of your results, ongoing clinical review and monitoring, and access to the Fidere member platform.	Laboratory tests, imaging and other third-party investigations, prescribed medication, supplements, and any specialist referral. Each of these is quoted to you before it is ordered.

4. How you pay

Membership fees are paid by debit or credit card, or by electronic funds transfer where we agree to it. Card payments are processed by Paystack, a licensed payment service provider, over an encrypted connection.

5. Billing cycle

• Membership is billed monthly in advance, on the same day of each month as the day you joined.
• If you have agreed to recurring card billing, the card you used is charged automatically on each billing date. You are told the amount and the date before the first charge.
• Items billed separately, such as laboratory tests and medication, are invoiced as they are incurred and are payable within 7 days of the invoice date.
• If a payment fails, we will contact you and retry once. If it fails again, membership may be suspended until the account is settled.

6. Changes to fees

We will give you at least 30 days written notice by email before any increase in your membership fee. If you do not accept the new fee, you may cancel before it takes effect and you will not be charged the higher amount.

7. How and when the service is delivered

Fidere delivers a clinical service, not a physical product. There is nothing to ship.

What you receive	When	How
Access to your Fidere member account	Within 1 working day of your first payment clearing	Email invitation with a secure link
First clinical consultation	At the appointment date booked with you	At our Cape Town clinic, or by secure telehealth video
Your personalised health plan	Normally within 10 working days of your results being complete	In your member account, and discussed with you by your clinician
Ongoing clinical contact and review	At the cadence of your membership tier	In clinic, by telehealth, or through the member platform
Laboratory results	Timing is set by the laboratory, normally 3 to 14 working days	Loaded into your member account once reviewed by a clinician

If we cannot deliver a booked service on time, we will tell you, offer a new date, and you may choose a full refund of anything paid for that undelivered service instead.

8. Your cooling off right

9. Cancelling your membership

• You may cancel at any time by emailing info@fidere.co.za or writing to us at the address on the contact page.
• We ask for 20 business days notice, in line with section 14 of the Consumer Protection Act, 2008.
• Cancellation takes effect at the end of the notice period. Your membership and clinical access continue until then.
• The fee already paid for the current month is not refunded, because the service for that month is available to you for the whole of it. You are not charged for any month after the cancellation takes effect.
• We stop any recurring card charge as soon as the cancellation is confirmed.

10. Missed and cancelled appointments

• Cancel or move an appointment with at least 24 hours notice and there is no charge.
• Less than 24 hours notice, or not arriving, may be charged at up to 50 percent of the consultation value. We tell you in advance if this will be charged.
• If Fidere cancels or moves your appointment, you are never charged, and you may take a full refund for that appointment instead of a new date.

11. When we refund

Situation	Outcome
You cancel within the 5 business day cooling off period	Full refund, less any service already given at your request
You were charged in error, twice, or the wrong amount	Full refund of the incorrect amount
Fidere cannot deliver a service you have paid for	Full refund of the amount paid for that service
A laboratory test was paid for but never performed	Full refund of the test fee
Fidere ends your membership for a reason that is not your fault	Refund of any fee paid for a period not yet used
You cancel part way through a month you have already paid for	No refund for that month. Access continues to the end of it
A test, consultation or review has already been performed	No refund. The service was delivered
Medication already dispensed	No refund. Medicine that has left the pharmacy cannot lawfully be returned or resold
You are unhappy with a clinical outcome, correctly delivered	No automatic refund. Raise it as a complaint and we will review it on the facts

12. How to ask for a refund

1. Email info@fidere.co.za with the subject line "Refund request".
2. Give your full name, the date and amount of the payment, and what you are asking for.
3. We acknowledge within 2 business days.
4. We decide and tell you the outcome within 10 business days.
5. Approved refunds are paid within 10 business days of approval, to the card or bank account originally used. Card refunds may take a further 3 to 10 days to appear, depending on your bank.

Refunds are always paid back to the original payment method. We do not pay a card refund into a different account.

13. Disputed charges

If you do not recognise a charge, contact us first at info@fidere.co.za. We can usually resolve it faster than a bank dispute. You keep every right you have to raise a dispute with your bank or card issuer.

14. Unpaid accounts

If an account stays unpaid after we have contacted you, we may suspend non-urgent services until it is settled. We will not withhold urgent clinical information or a record you are entitled to. Interest on overdue amounts, if charged, is limited to the maximum rate allowed by the National Credit Act, 2005.

15. If you are still not satisfied

Use the complaints route on our contact page. If we cannot resolve it, you may refer the matter to the National Consumer Commission or to the Consumer Goods and Services Ombud.

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