For these Terms:

Account means the registered profile created by a User on the Platform.

Clinical Services means a medical consultation, clinical assessment, clinical advice, diagnosis, prescription, referral, medical certificate or other regulated healthcare activity delivered by a Healthcare Professional.

Consultation means a remote healthcare consultation conducted by video, audio or another legally and clinically appropriate electronic communication channel.

Digital Health Assessment means a digital questionnaire or assessment tool that generates general health-risk and wellness information based primarily on information provided by the Member.

Family Membership means a subscription covering up to six eligible family members, unless a different number is expressly stated on the applicable pricing page or purchase confirmation.

Global Specialist means a specialist Healthcare Professional who may be located or registered outside South Africa.

Healthcare Professional or Treating Practitioner means a doctor or other healthcare professional who is appropriately qualified, registered and authorised to practise in South Africa or, for a separately requested international service, in the practitioner’s relevant jurisdiction.

HPCSA means the Health Professions Council of South Africa.

Local Service Partner means an authorised South African group company, representative, healthcare organisation, practitioner network, technology provider, payment provider or operational partner appointed to support the Services in South Africa.

Member means an individual enrolled under an active Membership.

Membership means a subscription plan purchased through the Platform.

Personal Information and Special Personal Information have the meanings assigned under the Protection of Personal Information Act 4 of 2013.

Platform means the iSON Health website, mobile application, patient portal, communication systems and associated digital systems.

Services means the platform, membership, administrative, facilitation, wellness and Clinical Services made available under the Member’s selected plan.

Subscription Benefits means only those Services expressly included on the applicable pricing page, order summary or purchase confirmation.

User means any individual accessing the Platform, whether registered or not.

By accessing or using the Platform, you confirm that you:

• Accept these Terms and the applicable Privacy Notice.
• Agree to comply with applicable South African laws.
• Understand the nature and limitations of telehealth.
• Will provide complete and accurate information.
• Understand that iSON Health is not an emergency service.
• Will provide affirmative consent before receiving a teleconsultation.
• Accept the use of electronic records, communications and confirmations.
• Understand that iSON Health may use Local Service Partners to support the Services.
• Understand that Treating Practitioners exercise independent clinical judgment.

These Terms constitute an agreement between the User and iSON Health for the Platform, Membership, administrative, technology and facilitation services managed by iSON Health.

Clinical care is delivered by the allocated Healthcare Professional, who retains independent professional responsibility for the Clinical Services personally provided.

To use the Services, you must:

• Be at least eighteen years old; or
• Use the Services through, or with the consent of, a parent or lawful guardian;
• Be physically located in South Africa when receiving a South African Consultation, unless otherwise approved;
• Provide accurate registration, identity and contact information;
• Have the legal capacity to accept these Terms; and
• Meet any eligibility requirements stated for the selected plan.

A parent or guardian accepting these Terms for a minor is responsible for supervising the minor’s use of the Services and providing accurate medical and personal information.

The Treating Practitioner may require the parent or guardian to be present during a minor’s Consultation.

iSON Health manages or supports:

• The Platform and its technology.
• Membership administration.
• Appointment booking and coordination.
• Allocation and connection of Healthcare Professionals.
• Customer support.
• Digital Health Assessments and wellness tools.
• Care navigation.
• Service facilitation.
• Payment administration.
• Quality and operational monitoring.
• Secure management and availability of records.
• Coordination with Local Service Partners.
• Facilitation of optional specialist and cross-border services.

iSON Health primarily acts as a digital healthcare platform manager, membership administrator, service coordinator and facilitator.

iSON Health does not direct or control the independent clinical judgment of a Treating Practitioner and does not instruct a practitioner to issue any particular diagnosis, prescription, referral, investigation, medical certificate or treatment recommendation.

iSON Health may appoint, engage, change or replace Local Service Partners to support the Services in South Africa.

A Local Service Partner may be an iSON group company or another appropriately authorised South African organisation.

The Local Service Partner may assist with:

• Customer support.
• Practitioner coordination.
• Payment collection.
• Membership administration.
• Technology and operational support.
• Local complaints management.
• Data management.
• Other lawful support activities.

Where applicable law requires the identity of a contracting supplier, responsible party, payment recipient or clinical provider to be disclosed, that information will be provided through one or more of the following:

• The South African pricing or checkout page.
• The payment confirmation.
• The Consultation confirmation.
• The invoice or receipt.
• The Platform.
• The Privacy Notice.
• Another appropriate communication.

Members are not entitled to insist that the Services be delivered through a particular Local Service Partner or Healthcare Professional.

Any replacement of a Local Service Partner will not materially reduce the Subscription Benefits already purchased by an active Member.

Clinical Services will be delivered only by Healthcare Professionals who are appropriately qualified, registered and authorised to practise in South Africa.

Where applicable, a doctor delivering Clinical Services must maintain current registration with the HPCSA and satisfy applicable professional and ethical requirements.

iSON Health will take reasonable measures to verify the practitioner’s:

• Professional qualifications.
• Registration status.
• Eligibility to practise.
• Identity.
• Relevant experience.
• Professional indemnity or medical malpractice cover, where required under the practitioner’s engagement arrangement.

Healthcare Professionals delivering Services through the Platform may be independent practitioners and are not necessarily employees, agents or representatives of iSON Health.

Each Treating Practitioner:

• Exercises independent clinical judgment.
• Remains professionally accountable for their own clinical decisions.
• Must comply with applicable HPCSA rules and ethical guidance.
• Must determine whether teleconsultation is clinically appropriate.
• Must decide whether an in-person examination or referral is required.
• Is responsible for the Clinical Services personally delivered by that practitioner.

Allocation of a Healthcare Professional does not guarantee a diagnosis, prescription, referral, medical certificate, treatment or clinical outcome.

Depending on the selected Membership, iSON Health may make available:

• General Practitioner teleconsultations.
• Follow-up consultations.
• Preventive health consultations.
• Family healthcare access.
• Digital Health Assessments.
• General health and wellness guidance.
• Chronic disease support.
• Electronic prescriptions, where clinically appropriate and legally permissible.
• Laboratory or diagnostic requests.
• Referral letters.
• Medical certificates, where clinically justified.
• Health education and webinars.
• Care navigation and coordination.
• Second Medical Opinion facilitation.
• Domestic or cross-border treatment facilitation.
• Other Services expressly included in the selected plan.

Only benefits expressly shown on the applicable pricing page, order summary or purchase confirmation are included in the Membership.

The general availability of a Service on the Platform does not mean that the Service is included in every Membership.

Unless expressly included in the selected plan, Membership fees do not include:

• Emergency treatment.
• Ambulance services.
• Hospital admission.
• Surgical procedures.
• Specialist consultation fees.
• Global Specialist consultations.
• Second Medical Opinion professional fees.
• Medication or pharmacy charges.
• Laboratory, imaging or diagnostic costs.
• Hospital, clinic or specialist fees.
• Home healthcare services.
• Medical equipment.
• Travel, accommodation or visa costs.
• Medical evacuation or repatriation.
• Insurance premiums.
• Medical-scheme deductibles, exclusions or co-payments.
• Treatment in South Africa or another country.
• Any independent third-party service.

Where iSON Health assists with an excluded service, all applicable third-party charges remain payable separately by the Member unless expressly confirmed otherwise in writing.

iSON Health does not represent that any Service will be paid for or reimbursed by a medical scheme or insurer.

Teleconsultation allows a Member to communicate remotely with a Healthcare Professional.

The Healthcare Professional may:

• Review symptoms and medical history.
• Review information, readings, photographs or documents submitted by the Member.
• Provide general or condition-specific clinical advice.
• Recommend treatment.
• Prescribe medication where clinically appropriate and legally permitted.
• Recommend investigations.
• Issue a referral.
• Recommend an in-person examination.
• Direct the Member to urgent or emergency care.

Teleconsultation is based on the information and materials reasonably available during the Consultation and does not provide the same clinical visibility as a physical examination.

Members acknowledge that a Healthcare Professional may be unable remotely to:

• Conduct a physical examination.
• Measure or independently verify all clinical observations.
• Identify all physical signs.
• Perform diagnostic procedures.
• Confirm every diagnosis.
• Exclude every serious medical condition.
• Perform a medical intervention.
• Assess environmental or behavioural factors that would be apparent in person.

Clinical advice may be based on symptoms, history, images, documents, readings and other information provided by the Member.

The Member must disclose all relevant:

• Symptoms.
• Medical conditions.
• Medication and supplements.
• Allergies.
• Pregnancy status.
• Previous diagnoses.
• Test results.
• Treatment history.
• Recent hospital attendance.
• Relevant lifestyle or risk information.

iSON Health and the Healthcare Professional are entitled to rely reasonably on the accuracy and completeness of information supplied by the Member.

Telehealth may not be suitable for every condition or every Member.

For any privacy-related queries:
Email:

Services made available to Members in South Africa will be managed or delivered in accordance with applicable South African laws and professional requirements, including, where relevant:

• The Health Professions Act 56 of 1974.
• Applicable HPCSA ethical rules and telehealth guidance.
• The Consumer Protection Act 68 of 2008.
• The Electronic Communications and Transactions Act 25 of 2002.
• The Protection of Personal Information Act 4 of 2013.
• Applicable confidentiality, consent and recordkeeping requirements.
• Other mandatory South African laws and regulations.

Nothing in these Terms excludes, restricts or waives any mandatory consumer, patient or data-protection right that cannot lawfully be excluded.

Any provision that limits risk, liability or an indemnity must be interpreted subject to applicable consumer-protection law.

care@isonhealth.com
Address:  2606, Churchill Towers, Business Bay, Dubai, UAE

iSON Health is not an emergency medical service, ambulance provider or emergency-response centre.

The Platform must not be used for conditions such as:

• Chest pain.
• Severe breathing difficulty.
• Suspected stroke.
• Severe allergic reaction.
• Major trauma.
• Heavy or uncontrolled bleeding.
• Loss of consciousness.
• Seizures.
• Suspected poisoning or overdose.
• Suicidal thoughts.
• Acute psychiatric emergencies.
• Any life-threatening or rapidly deteriorating condition.

In an emergency, the Member must immediately contact an appropriate South African emergency service or proceed to the nearest emergency department or hospital.

A Member must not wait for an iSON Health appointment or practitioner response where urgent or emergency care may be required.

Services are subject to:

• Healthcare Professional availability.
• Clinical appropriateness.
• Published operating hours.
• Operational capacity.
• Technical availability.
• Local regulatory requirements.
• Internet and communication availability.
• Events beyond iSON Health’s reasonable control.

iSON Health will use reasonable efforts to provide the Services but does not guarantee continuous, immediate or uninterrupted availability.

Advertised service hours do not constitute a guarantee that a practitioner will be immediately available at every moment.

Available South African plans may include:

14.1 Individual Membership

An Individual Membership is personal to one registered Member and may be offered on a quarterly, half-yearly or annual basis.

14.2 Family Membership

A Family Membership may cover up to six registered family members unless the applicable pricing page or purchase confirmation states otherwise.

Each family member must:

• Be registered individually.
• Use the Services under their own identity.
• Have a separate clinical profile and record.
• Meet applicable eligibility requirements.

Adult family members’ clinical records remain confidential and will not be disclosed to another family member without consent or another lawful basis.

14.3 Pay-per-Consultation

A User without an active Membership may purchase a single Consultation where this option is made available.

Payment must be completed before confirmation. The payment covers only the purchased Consultation and does not include ongoing Membership benefits.

14.4 Trial or Promotional Plan

Where iSON Health offers a trial or promotional package, the pricing page must disclose:

• The duration.
• Included benefits.
• Usage limits.
• Eligibility conditions.
• Whether payment details are required.
• Whether it will convert to a paid plan.
• How the Member may cancel.
• Any applicable waiting period.

A trial will not automatically convert to a paid Membership unless the Member has been clearly informed and has authorised the payment arrangement.

Membership is activated after:

• Successful payment.
• Completion of registration.
• Acceptance of these Terms.
• Acknowledgement of the Privacy Notice.
• Completion of the telehealth consent.
• Completion of any disclosed waiting period.
• Completion of reasonable identity or eligibility checks.

The activation date will be shown in the purchase confirmation or Account.

Where a waiting period applies, its duration must be displayed on the pricing or checkout page before payment.

Unless otherwise stated on the applicable pricing page, a seven-calendar-day waiting period applies from successful payment and completion of registration.

A different waiting period may apply to an employer, insurer, corporate, promotional or partner programme where clearly disclosed.

The waiting period does not prevent a Member from exercising a statutory cooling-off or cancellation right.

Where the Electronic Communications and Transactions Act or another applicable law provides a cooling-off right, the Member may exercise that right within the legally prescribed period.

For an electronically concluded service transaction to which the statutory cooling-off right applies, the applicable period is ordinarily seven days after conclusion of the agreement.

The Member may notify iSON Health of cancellation through the published customer-support channel.

Where a Member expressly requests or consents to commencement of a Consultation, Digital Health Assessment, clinical review or another Service before expiry of the cooling-off period, the statutory treatment of that cancellation will be determined under applicable law.

Any refund required by applicable electronic-commerce law will be processed within the legally prescribed period.

Nothing in this clause limits any additional right available under the Consumer Protection Act or another mandatory law.

Consultation limits for each plan will be stated on the pricing page or purchase confirmation.

Consultation entitlements:

• Are personal to the registered Member.
• Cannot be transferred.
• Cannot be sold.
• Cannot be exchanged for cash.
• Cannot be shared with an unregistered person.
• Expire with the Membership unless otherwise stated.
• Do not automatically roll over.

Services must be used only for genuine healthcare needs.

iSON Health may investigate:

• Unusual or excessive utilisation.
• Account sharing.
• Prescription-seeking behaviour.
• Repeated requests for unjustified medical certificates.
• Repeated non-attendance.
• Identity concerns.
• Suspected fraudulent or commercial use.

Where misuse is reasonably suspected, iSON Health may request verification, restrict booking, suspend access or terminate the Account after appropriate review.

Fair-usage measures will be implemented reasonably and will not be used to remove expressly purchased benefits without proper grounds.

Members are responsible for:

• Providing accurate and current information.
• Protecting login credentials.
• Preventing unauthorised Account access.
• Maintaining current contact details.
• Using a compatible device.
• Maintaining adequate internet connectivity.
• Informing iSON Health promptly of suspected Account misuse.
• Ensuring that the person receiving the Consultation is the registered patient.
• Providing any verification reasonably requested.

The Member is responsible for activity conducted through the Account unless the activity results from a security failure for which another party is legally responsible.

Appointments may be requested through the Platform or another authorised booking channel.

An appointment is confirmed only when confirmation is communicated to the Member.

Appointment requests remain subject to:

• Healthcare Professional availability.
• Clinical suitability.
• Operating hours.
• Operational capacity.
• Identity and eligibility verification.

iSON Health will use reasonable efforts to connect Members with an appropriately qualified Healthcare Professional.

iSON Health does not guarantee:

• Immediate availability.
• A particular appointment time.
• A particular Healthcare Professional.
• A practitioner of a particular gender.
• Continuous access to the same practitioner.
• A particular diagnosis, prescription or treatment.

A different Healthcare Professional may be allocated based on availability, language, clinical suitability, continuity of care or operational requirements.

The Member must:

• Attend at the scheduled time.
• Be in a private and safe environment.
• Ensure that the device, camera and microphone function.
• Have relevant medical information available.
• Ensure that the patient named in the booking is present.
• Not attend while driving or operating machinery.
• Not record or distribute the Consultation without lawful consent.
• Inform the practitioner if another person is present.

The Healthcare Professional may end or postpone a Consultation where privacy, identity, safety, communication quality or clinical suitability is inadequate.

All clinical decisions remain with the Treating Practitioner.

The Treating Practitioner may determine that:

• Teleconsultation is suitable.
• Additional information is required.
• No safe diagnosis can be made remotely.
• A physical examination is necessary.
• Tests or investigations are necessary.
• A referral is appropriate.
• Urgent or emergency assessment is required.
• A prescription or medical certificate is not clinically justified.

Where teleconsultation is unsuitable, the Consultation may be limited to triage, general guidance or referral.

This will not, by itself, constitute failure to provide the purchased Consultation.

A prescription may be issued only where the Treating Practitioner determines that it is clinically appropriate, safe and legally permissible.

Purchasing a Membership or Consultation does not guarantee a prescription.

Certain medicines may not be prescribed remotely because of clinical, ethical, professional or regulatory restrictions.

The Treating Practitioner may require:

• Additional information.
• Verification of previous prescriptions.
• An in-person examination.
• Laboratory testing.
• Review by another healthcare provider.

Medication and pharmacy charges are not included unless expressly stated.

Where available, iSON Health may facilitate prescription fulfilment or delivery through an independent, appropriately authorised pharmacy.

The pharmacy remains responsible for:

• Dispensing.
• Product availability.
• Permitted substitutions.
• Storage and product quality.
• Delivery.
• Pharmacy advice.
• Its own professional and legal obligations.

iSON Health does not guarantee that a prescribed product will be available or paid for by a medical scheme.

The Treating Practitioner may recommend investigations where clinically appropriate.

Unless expressly included, the Member remains responsible for laboratory, imaging and diagnostic costs.

Any laboratory or diagnostic provider operates under its own:

• Professional responsibilities.
• Service terms.
• Fees.
• Turnaround times.
• Quality controls.
• Data-processing obligations.

A Treating Practitioner may recommend referral to a specialist, hospital, clinic, diagnostic centre or another healthcare provider.

iSON Health does not guarantee:

• Acceptance by the provider.
• Appointment availability.
• Treatment cost.
• Medical-scheme authorisation.
• Insurance approval.
• A particular clinical outcome.
• The performance of an independently operated external provider.

Referral facilitation does not mean that iSON Health provides or controls the external treatment.

Medical certificates, referral letters, prescriptions and other clinical documents will be issued only where clinically justified and legally permissible.

The Treating Practitioner retains independent professional discretion over whether to issue any document.

Membership does not guarantee:

• A medical certificate.
• A sick-leave certificate.
• A referral.
• A prescription.
• A laboratory request.
• Retrospective certification.

The Member must not alter, reproduce fraudulently or misuse a clinical document.

A Healthcare Professional may recommend follow-up care.

Unless the selected plan expressly states otherwise, a follow-up Consultation may count as a separate Consultation entitlement.

The Member remains responsible for:

• Booking recommended follow-up care.
• Obtaining prescribed investigations.
• Attending an in-person provider.
• Following emergency or escalation advice.

The Digital Health Assessment is a digital health-risk and wellness-support tool.

Its output is generated primarily from information entered by the Member and may use automated rules, algorithms or risk-classification methods.

The Digital Health Assessment:

• Is not an emergency assessment.
• Is not a medical diagnosis.
• Does not replace a Consultation.
• Does not replace physical examination or testing.
• Does not guarantee identification of every health risk.
• Is only as reliable as the information supplied.
• May produce an incomplete or inaccurate result where information is incorrect or omitted.

A risk score, recommendation or report must not be interpreted as confirmation that the Member has, or does not have, a medical condition.

Members with symptoms or health concerns must consult an appropriately qualified Healthcare Professional.

Where a clinician reviews an assessment, that review is limited to the available information and does not automatically constitute a full medical Consultation unless expressly stated.

Chronic disease and wellness programmes may provide:

• Education.
• Reminders.
• General monitoring support.
• Lifestyle guidance.
• Care navigation.
• Follow-up prompts.

These programmes do not replace the Member’s:

• Regular doctor.
• Specialist.
• Prescribed medication.
• Physical examination.
• Diagnostic testing.
• Emergency care.

Members remain responsible for following the instructions of their treating providers and obtaining appropriate in-person care.

Global Specialist consultations and Second Medical Opinions are not included in a standard Membership unless expressly stated.

These services may require:

• A separate request.
• Case acceptance.
• Medical-record review.
• Additional consent.
• A separate quotation.
• Separate payment.
• Acceptance of additional terms.

A Global Specialist may be registered in a jurisdiction outside South Africa.

A Global Specialist’s opinion is advisory and may not replace examination, diagnosis or treatment by a practitioner appropriately registered to provide care in South Africa.

iSON Health does not guarantee:

• Specialist acceptance.
• Specialist availability.
• A particular opinion.
• A diagnosis.
• Treatment results.
• Medical-scheme reimbursement.

iSON Health may assist with:

• Identifying potential providers.
• Transferring medical documents.
• Obtaining indicative treatment information.
• Coordinating appointments.
• Supporting communication.
• General treatment or travel coordination.

iSON Health acts as a facilitator and does not guarantee:

• Acceptance of the case.
• Diagnosis or treatment outcome.
• Final provider selection.
• Final treatment cost.
• Visa or immigration approval.
• Travel arrangements.
• Medical-scheme or employer approval.
• Medical evacuation.
• Suitability or success of treatment.
• Absence of complications.

The Member remains free to accept or reject a proposed provider or treatment.

The Member must independently consider the clinical, financial, travel and legal implications before proceeding.

Pharmacies, laboratories, hospitals, specialists, transport providers, technology providers and other external providers may operate independently.

They may apply their own:

• Terms and conditions.
• Privacy notices.
• Professional responsibilities.
• Charges.
• Cancellation rules.
• Complaints procedures.

iSON Health is not responsible for an independent provider’s professional or operational conduct merely because iSON Health introduced or connected the Member to that provider.

Nothing in these Terms excludes iSON Health’s responsibility for its own negligent selection, instructions, representations or conduct where such responsibility cannot lawfully be excluded.

A confirmed Consultation may be treated as utilised where the Member:

• Fails to attend.
• Joins materially late.
• Does not provide the required cancellation notice.
• Is unavailable through the registered contact method.
• Cannot reasonably verify their identity.
• Is not in a suitable environment to proceed.

Reasonable exceptions may be considered for a verified emergency or genuine technical failure.

The applicable cancellation or rescheduling period should be disclosed on the booking page.

Where a Consultation is interrupted by a genuine technical failure, iSON Health will use reasonable efforts to reconnect or reschedule it.

A resumed Consultation will ordinarily be treated as a continuation rather than an additional Consultation.

Where the Consultation cannot reasonably be completed and no suitable replacement is provided, the Member may request reinstatement of the Consultation entitlement or another appropriate remedy.

Fees are displayed in South African Rand unless otherwise stated.

Before payment, the website or checkout process will display applicable supplier information, including, where required:

• Legal or trading name.
• Registration information.
• Physical or registered address.
• Contact information.
• Description of the purchased Service.
• Price and applicable taxes.
• Payment method.
• Membership duration.
• Waiting period.
• Renewal terms.
• Cancellation and refund information.
• The applicable Terms and Privacy Notice.

Payment may be processed through an authorised payment provider.

iSON Health does not ordinarily store complete payment-card details.

Prices may change, but a price change will not retrospectively affect a Membership already purchased for its current term.

Refunds may be approved:

• Where required under an applicable statutory cooling-off right.
• For a duplicate payment.
• Where a verified technical failure prevented Service delivery and no reasonable replacement was provided.
• Where iSON Health cannot provide the purchased plan.
• Where required by the Consumer Protection Act or another applicable law.
• In another exceptional case approved by iSON Health.

Where a Member has already used a Consultation, generated a Digital Health Assessment report, obtained a prescription or used another Membership benefit, any refund entitlement will be assessed under the applicable law and disclosed refund policy.

A blanket statement that all activated Memberships are non-refundable will not apply where it conflicts with a mandatory consumer right.

A Membership will not automatically renew unless automatic renewal is clearly disclosed before purchase and authorised by the Member.

The Member may cancel future renewal through the Platform or published customer-support channel.

Cancellation of future renewal does not automatically create a refund for the current Membership period.

Where a Membership is a fixed-term consumer agreement, cancellation, notice, renewal and any reasonable cancellation charge will be handled in accordance with applicable consumer law.

Before expiry, the Member should receive any notice required by law concerning the expiry date, renewal options and material changes.

Before the first Consultation, the Member must provide affirmative consent confirming that the Member:

• Agrees to receive healthcare remotely.
• Understands the limitations and potential risks of telehealth.
• Understands that telehealth is not suitable for emergencies.
• Will provide accurate and complete information.
• Understands that physical examination or testing may be required.
• Understands that no prescription, certificate or clinical outcome is guaranteed.
• Consents to appropriate creation and maintenance of a clinical record.
• Understands that an independent practitioner may deliver the Consultation.
• Has had an opportunity to ask questions about the telehealth process.

Consent may be withdrawn before a Consultation.

Withdrawal may prevent delivery of the telehealth service and does not automatically create a refund entitlement unless required by law.

Personal Information will be processed in accordance with POPIA and the applicable iSON Health Privacy Notice.

Information processed may include:

• Identity and contact details.
• Membership and payment information.
• Medical history.
• Consultation notes.
• Prescriptions and referrals.
• Digital Health Assessment responses and reports.
• Laboratory information.
• Support communications.
• Device and technical information.
• Consent and audit records.
• Information required for complaints and regulatory compliance.

Information may be processed for:

• Registration.
• Healthcare delivery.
• Clinical and legal recordkeeping.
• Payment administration.
• Customer support.
• Security.
• Quality assurance.
• Fraud prevention.
• Service improvement.
• Legal and regulatory compliance.

The applicable Privacy Notice must identify the relevant responsible party or responsible parties and explain the role of any operator processing information on their behalf.

Clinical and membership information relating to South African Members will be maintained through systems and arrangements intended to support lawful and reliable availability of records in South Africa.

Authorised access may be provided to:

• Treating Practitioners.
• iSON Health personnel.
• The South African Local Service Partner.
• Approved technology providers.
• Payment providers.
• Other persons reasonably requiring access for the Services or legal compliance.

If a South African responsible party appoints iSON Health or another provider as an operator, the required written operator arrangements and security obligations must be maintained.

Where Personal Information is transferred to, accessed from, backed up or otherwise processed outside South Africa, appropriate requirements and safeguards under POPIA must be applied.

The Terms, Privacy Notice and website must not state that all data remains exclusively in South Africa unless hosting, backup, support, analytics and vendor access have been technically verified.

Medical information and Consultation records are confidential.

Access is restricted to persons who reasonably require the information for:

• Clinical care.
• Service delivery.
• Payment administration.
• Operations.
• Security.
• Legal or regulatory compliance.
• Another lawful purpose.

Reasonable administrative, technical and organisational safeguards will be maintained.

No internet-based system can guarantee absolute security.

The Member must protect their device, Account, login details and communications from unauthorised access.

A security compromise will be managed and notified in accordance with applicable POPIA requirements.

Subject to applicable law, Members may request:

• Access to their Personal Information.
• Correction of inaccurate information.
• Deletion or destruction where legally permitted.
• Information about processing.
• Objection to certain processing.
• Withdrawal of consent where consent is the relevant basis.
• Restriction of certain processing.
• Review of an automated or risk-classification outcome where applicable.
• Escalation of a privacy complaint.

Clinical and other records may be retained where required for healthcare, professional, legal, regulatory, complaint or defence purposes.

Privacy requests may be submitted to the Information Officer or privacy contact identified in the Privacy Notice.

The Platform, software, workflows, trademarks, content, designs, databases and documentation belong to iSON Healthcare LLC or its licensors.

Members receive only a limited, personal, revocable and non-transferable right to use the Platform for lawful personal healthcare purposes.

No User may copy, modify, reverse engineer, commercially exploit or distribute Platform content without written authorisation.

Users must not:

• Share or sell Account access.
• Impersonate another person.
• Submit deliberately false medical information.
• Fraudulently seek medication or clinical documents.
• Threaten, abuse or harass staff or practitioners.
• Attempt unauthorised system access.
• Introduce malware.
• Record or distribute a Consultation unlawfully.
• Use the Platform for an illegal or commercial-resale purpose.
• Interfere with another User’s access.
• Misuse practitioner or staff personal information.

Important: This clause limits certain risks and liabilities and must be brought prominently to the Member’s attention before purchase.

iSON Health will exercise reasonable care in managing the Platform, coordinating Services and selecting appropriately qualified Healthcare Professionals and service partners.

To the extent permitted by law, iSON Health will not be responsible for loss caused by:

• Materially false, incomplete or withheld information supplied by the Member.
• The Member’s failure to follow emergency, referral, testing or in-person-care advice.
• Member-controlled internet, device or communication failure.
• Unavailability of a product or service from an independent pharmacy, laboratory or other provider.
• Independent acts or omissions of a third-party provider not controlled by iSON Health.
• Events beyond iSON Health’s reasonable control.

Each Treating Practitioner remains professionally responsible for the Clinical Services and independent clinical decisions personally provided by that practitioner.

A complaint or claim concerning alleged clinical negligence may be investigated and referred to the responsible practitioner, clinical provider, professional body or malpractice insurer, as appropriate.

Nothing in these Terms prevents a Member from pursuing a person who may be legally responsible under applicable law.

Nothing in these Terms excludes or restricts liability for:

• Fraud.
• Wilful misconduct.
• Gross negligence where liability cannot lawfully be excluded.
• Unlawful processing of Personal Information.
• Death or personal injury where exclusion is prohibited.
• Breach of mandatory consumer rights.
• Another liability that cannot lawfully be excluded.

Important: This clause may require the Member to be responsible for certain third-party losses arising from deliberate misuse or unlawful conduct.

The Member will be responsible for reasonable third-party losses arising directly from the Member’s:

• Fraud.
• Deliberate misuse of the Platform.
• Unlawful impersonation.
• Unauthorised commercial use.
• Intentional submission of materially false information.
• Unlawful alteration or misuse of a prescription or medical certificate.
• Material breach of these Terms.

The Member does not indemnify iSON Health, a Local Service Partner or Healthcare Professional against that party’s own negligence, misconduct or breach of law.

iSON Health will not be responsible for delay or failure caused by events beyond its reasonable control, including:

• Natural disasters.
• Power or internet failures.
• Cyber incidents.
• Government restrictions.
• Civil disturbance.
• Labour disruption.
• Epidemics or pandemics.
• Widespread third-party system failure.

iSON Health will use reasonable efforts to restore or provide an alternative Service where practicable.

iSON Health may suspend or terminate access where the Member:

• Commits or attempts fraud.
• Misuses the Platform.
• Shares an Account.
• Engages in threatening or abusive behaviour.
• Attempts to compromise security.
• Repeatedly abuses booking, prescription or certification processes.
• Materially breaches these Terms.

Except where immediate suspension is reasonably necessary for clinical safety, fraud, security or protection of others, the Member may be given an opportunity to respond.

Suspension or termination does not affect:

• Accrued rights.
• Mandatory consumer remedies.
• Outstanding payment obligations.
• Legally required clinical-record retention.
• The handling of an existing complaint.

Complaints should initially be submitted to iSON Health customer support or the designated South African complaints contact.

Clinical complaints may be referred to:

• The responsible Treating Practitioner.
• The relevant clinical provider.
• The practitioner’s malpractice insurer.
• The HPCSA or another applicable professional body.

Privacy complaints may be submitted to the relevant Information Officer and, where unresolved, to the Information Regulator South Africa.

Consumer complaints may be referred to the National Consumer Commission or another competent consumer-protection body.

The parties should first attempt in good faith to resolve a complaint through the internal complaints process.

This does not prevent the Member from using a statutory complaint, regulatory or judicial remedy.

These Terms are governed by the laws of the Republic of South Africa. South African courts will have jurisdiction, subject to any mandatory right to approach a regulator, tribunal, ombud or other competent forum.

iSON Health may update these Terms for legal, regulatory, operational, clinical or technological reasons.

Material changes affecting an active paid Membership will be communicated to the Member.

A material reduction in an already purchased benefit will not apply retrospectively without an appropriate remedy or the Member’s agreement.

If any provision is invalid or unenforceable, the remaining provisions will continue to apply.

iSON Health may assign or transfer operational responsibilities to an authorised group company or Local Service Partner, provided this does not unlawfully reduce the Member’s rights.

A failure to enforce a provision immediately does not constitute a permanent waiver of that provision.

These Terms, the applicable pricing page, order confirmation, Privacy Notice, refund policy and telehealth consent constitute the agreement relating to the purchased Services.

iSON Healthcare LLC – iSON Health
Website: www.isonhealth.com
Customer support: care@isonhealth.com