Terms & Conditions

1. About these terms

These terms form a binding agreement between you ("you", the patient or visitor) and Docto24 (Pty) Ltd ("Docto24", "we", "us") regarding your use of the Docto24 telemedicine platform. By creating an account or submitting an eligibility assessment you confirm you have read and accept these terms.

2. The service

Docto24 operates a telemedicine platform that connects patients with HPCSA-registered doctors who can clinically review cases and, where appropriate, file a SAHPRA Section 21 application for medical cannabis. We act as a facilitator only.

• We do not prescribe medication. Only the assigned doctor does.
• We do not dispense or hold medication. Only licensed pharmacies do.
• We do not influence the clinical decision in any way.
• We do not own or take title to medication at any point.

3. Eligibility

• You must be ordinarily resident in South Africa.
• You must be 18 years or older with the capacity to consent to medical care.
• For minors, applications are accepted only with the consent of a parent or legal guardian and the involvement of an appropriate paediatric specialist on the case.
• You must provide accurate and complete information in your assessment.

4. Doctor independence

Every doctor on the Docto24 panel is registered with the Health Professions Council of South Africa (HPCSA) and prescribes independently. Docto24 does not direct, instruct, or incentivise prescribing decisions. The doctor may decide not to prescribe; that decision is final unless and until you obtain a different clinical opinion.

5. Pricing and payment

• Doctor consultation: R500, payable at submission via PayFast.
• SAHPRA Section 21 application: R400 per product, payable when the doctor confirms a prescribing decision.
• Medication and delivery: priced and collected by the dispensing pharmacy you choose. Docto24 does not take medication payment.

Pricing is shown in South African Rand (ZAR) and includes VAT where applicable. Pricing may change with prior notice.

6. Refunds

• Consultation fee is non-refundable once the doctor has reviewed your case (including the decision to decline). The fee covers clinical time.
• SAHPRA Section 21 fee is refunded if SAHPRA has not yet been billed at the time of decline. Once submitted to SAHPRA, the fee is non-refundable.
• Medication payments are made directly to the pharmacy after Section 21 approval. Pharmacy refund policies apply to those payments.

7. Acceptable use

• You will provide truthful, accurate, and complete information.
• You will not impersonate another person.
• You will not resell, redistribute, or onwardly supply any medication dispensed under your prescription.
• You will not attempt to bypass eligibility or approval controls.
• You will not interfere with the platform’s technical operation.

8. Limitations of liability

To the maximum extent permitted by law:

• Clinical decisions and prescriptions are the responsibility of the prescribing doctor, not Docto24. Liability for clinical outcomes lies with the doctor and, where relevant, the dispensing pharmacy.
• Service availability is not guaranteed. We may suspend the service for maintenance, security, or force-majeure events.
• We are not liable for indirect, incidental, consequential, or special damages arising from your use of the platform.
• Nothing in these terms limits liability for fraud, gross negligence, or matters that cannot be limited under the Consumer Protection Act, 2008.

9. Termination

You may close your account at any time. Docto24 may suspend or terminate access for material breach of these terms, fraudulent activity, or to comply with a regulatory order. Clinical records will be retained per the HPCSA records-management requirement, regardless of account status.

10. Governing law and dispute resolution

These terms are governed by the laws of the Republic of South Africa. Any dispute will first be addressed by good-faith mediation. If unresolved, the courts of the Western Cape Province will have exclusive jurisdiction. Nothing in this clause prevents either party from approaching the relevant regulator (HPCSA, SAHPRA, the Information Regulator, or the Consumer Goods and Services Ombud).

11. Changes to these terms

We may update these terms from time to time. Material changes will be communicated by email at least 14 days before they take effect. Continued use of the platform after the effective date constitutes acceptance.

12. Contact

Questions about these terms? Email legal@docto24.co.za or write to the registered address listed in our PAIA Manual.