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TERMS OF USE & PAYMENT CONDITIONS

Last Updated: 20 February 2026

Abovax Group (Pty) Ltd (“Abovax Group”, “we”, “our”, or “us”) is a digital healthcare facilitation platform providing access to virtual doctor consultations, dental consultations, medical aid administration support (including Bonvie Medical Aid assistance and refund facilitation), and secure online payment processing.

Abovax Group operates as a payment collection and facilitation platform using Paystack as its payment gateway provider.

Abovax Group does not provide direct medical diagnosis or treatment unless explicitly stated and delivered by a duly registered healthcare professional.

By accessing our website, booking services, subscribing to recurring services, or making payment, you agree to be legally bound by these Terms.

1. Introduction

These Terms and Conditions (“Terms”) govern:

  • Access to and use of the Abovax Group website

  • Virtual consultation bookings

  • Medical aid refund facilitation services

  • Subscription and recurring services

  • Debit order authorisations

  • Online payments processed via Paystack

Continued use of our services constitutes acceptance of these Terms.

2. NATURE AND SCOPE OF SERVICES

Abovax Group provides:

  • Facilitation and booking of virtual medical consultations with independent healthcare professionals

  • Facilitation and booking of dental consultations

  • Administration support for Bonvie Medical Aid claim submissions

  • Refund facilitation support

  • Secure online payment processing

  • Debit order collection services

Abovax Group does not:

  • Guarantee medical outcomes

  • Provide emergency medical services

  • Control or influence independent healthcare practitioners’ clinical decisions

All healthcare professionals remain solely responsible for clinical advice, prescriptions, and treatment decisions.

3. ANNUAL PRICE ADJUSTMENT

Abovax Group reserves the right to apply an annual price increase of 3.1% (three point one percent) to all subscription-based services, recurring services, debit orders, and applicable consultation fees.

The annual increase:

  • Applies once per calendar year

  • Is automatically applied to active subscriptions and debit order mandates

  • Is calculated on the prevailing subscription or service fee at the time of adjustment

  • Does not require a new debit order mandate where the original mandate authorises annual escalations

Users will receive reasonable prior written notice via email or platform notification.

Continued use of services after the effective date constitutes acceptance of the revised fees. Users who do not agree must cancel in writing in accordance with the 30-day notice requirement.

4. AVIRTUAL DOCTOR & DENTAL CONSULTATIONS

  • Practitioners operate independently and must be registered with relevant country's regulatory bodies.

  • Virtual consultations are not suitable for medical emergencies.

  • Users must provide accurate and complete medical information.

  • Prescriptions are issued solely at the practitioner’s discretion.

5. EMERGENCY NOTICE

This platform is not intended for emergency medical use.

In case of emergency, contact:

  • Your nearest hospital

  • National Emergency Numbers (South Africa):

082 911 (Netcare)

10177

112

6. EMERGENCY NOTICE

Payments are securely processed through but not limited to Paystack.

By making payment, you agree that:

  • You are authorised to use the selected payment method

  • All payments are processed in South African Rand (ZAR), unless stated otherwise

  • Abovax Group does not store full card details

  • Payment confirmation constitutes acceptance of the service booking

Abovax Group reserves the right to cancel bookings where payment fails, is reversed, or is disputed fraudulently.

7. DEBIT ORDER AUTHORISATION

By selecting recurring or subscription services, you:

  • Authorise Abovax Group to collect agreed amounts via debit order

  • Confirm that the bank account provided belongs to you or that you are authorised to use it

  • Accept that authorised debit orders may include the agreed annual 3.1% escalation

  • Agree that debit orders will run on agreed dates

Failed debit orders may:

  • Incur additional bank or administrative fees

  • Result in suspension of services

  • Be resubmitted for collection

Debit orders may be cancelled in writing with at least 30 days’ notice.

8. BONVIE MEDICAL AID REFUND FACILITATION POLICY

Abovax Group may assist members with submission of claims to Bonvie Medical Aid.

Important Notice:

  • Refund approval is at the sole discretion of the medical aid scheme.

  • Abovax Group does not guarantee refund approval.

  • Processing timelines depend entirely on the medical aid scheme’s internal processes.

  • Typical medical aid refund processing may take between 7–21 business days, subject to scheme rules and claim complexity.

  • Any shortfalls not covered by the scheme remain the member’s responsibility.

If a claim is rejected, Abovax Group is not liable for unpaid amounts.

9. REFUND POLICY (ABOVAX SERVICES)

Eligible Refunds

  • Duplicate payments

  • Technical payment errors

  • Consultation cancelled at least 24 hours before appointment

Non-Refundable

  • Missed appointments (no-show)

  • Completed consultations

  • Claims rejected by medical aid

  • Bank charges and payment gateway fees

Approved refunds are processed within 7–14 business days via the original payment method.

10. USER ELIGIBILITY

  • Users must be 18 years or older.

  • Minors require parental or guardian consent.

  • Users must provide accurate personal and medical information.

11. PRIVACY POLICY

Abovax Group (Pty) Ltd respects your privacy and is committed to protecting your personal information in accordance with the Protection of Personal Information Act, 2013 ("POPIA"), and other applicable data protection laws.

By using our website or services, you consent to the collection, processing, storage and disclosure of your personal information as described in this Privacy Policy

11.1 Information We Collect

Depending on the services you use, we may collect:

  • Full name

  • Identity or passport number

  • Date of birth

  • Gender

  • Contact details

  • Residential address

  • Email address

  • Telephone number

  • Medical history

  • Consultation information

  • Medical aid information

  • Payment information

  • Device information

  • IP address

  • Browser information

  • Cookies and website usage information

11.2 Medical Information

Certain services require the collection of health-related information.

Health information is regarded as special personal information under POPIA and is processed only:

  • with your consent;

  • where required by healthcare professionals;

  • where required by law;

  • for medical aid administration; or

  • for healthcare service delivery.

11.3 How We Use Your Information

We use personal information to:

  • provide healthcare booking services;

  • facilitate virtual consultations;

  • facilitate dental consultations;

  • submit medical aid claims;

  • process payments;

  • administer subscriptions;

  • communicate with users;

  • verify identity;

  • prevent fraud;

  • improve platform functionality;

  • comply with legal obligations.

11.4 Sharing of Information

We may share information with:

  • registered healthcare practitioners;

  • medical aid schemes;

  • payment processors including Paystack;

  • banking institutions;

  • cloud hosting providers;

  • regulatory authorities where legally required;

  • service providers assisting in platform operations.

We do not sell personal information.

11.5 International Transfers

Some service providers may process information outside South Africa.

Where this occurs, reasonable safeguards are implemented to ensure appropriate protection of personal information.

11.6 Cookies

Our website uses cookies to:

  • improve website performance;

  • remember user preferences;

  • analyse website traffic;

  • improve security.

Users may disable cookies through their browser settings, although certain website features may become unavailable.

11.7 Security

We implement reasonable administrative, technical and organisational safeguards to protect personal information against:

  • unauthorised access;

  • unlawful disclosure;

  • alteration;

  • destruction;

  • accidental loss.

While reasonable security measures are implemented, no internet transmission or electronic storage method is completely secure.

11.8 User Rights

Subject to applicable law, users may request:

  • access to their personal information;

  • correction of inaccurate information;

  • deletion of information where legally permitted;

  • restriction of processing;

  • withdrawal of consent where applicable;

  • objection to certain processing activities.

Requests may be submitted using the contact information below.

11.10 Marketing Communications

Users may receive communications regarding appointments, subscriptions, healthcare services and platform updates.

Marketing communications may be opted out of at any time, except for service-related notifications.

12. DATA RETENTION

Personal information is retained only for as long as reasonably necessary to:

  • comply with healthcare legislation;

  • satisfy accounting and tax obligations;

  • comply with regulatory requirements;

  • resolve disputes;

  • enforce legal agreements.

After the applicable retention period, personal information will be securely destroyed or anonymised where legally permissible.

12.1 Access Requests

Users may request access to the personal information held about them by contacting Abovax Group.

Identity verification may be required before information is released.

12.2 Correction Requests

Users may request correction of inaccurate or incomplete personal information.

12.3 Deletion Requests

Where legally permitted, users may request deletion of their personal information.

Certain information may be retained where required by:

  • healthcare legislation;

  • financial regulations;

  • tax legislation;

  • contractual obligations;

  • dispute resolution requirements.

13. ACCOUNT RESPONSIBILITIES

Users are responsible for:

  • Maintaining confidentiality of login credentials

  • Ensuring information provided is accurate

  • Not sharing accounts with third parties

14. PROHIBITED USE

Users may not:

  • Use the platform for unlawful purposes

  • Attempt fraudulent payments or chargebacks

  • Misrepresent medical information

  • Interfere with platform or payment systems

15. INTELLECTUAL PROPERTY RIGHTS

All platform content, branding, logos, and systems remain the exclusive property of Abovax Group (Pty) Ltd.

Users may not:

  • Copy, distribute, or exploit content without written permission

  • Reverse engineer software systems

16. DISCLAIMER OF WARRANTIES

The platform and services are provided “as is” and “as available”.

Abovax Group does not guarantee:

  • Continuous platform availability

  • Uninterrupted payment processing

  • Medical outcomes

To the fullest extent permitted by law, Abovax Group limits liability for indirect or consequential damages.

17. LIMITATION OF LIABILITY

Abovax Group is not liable for:

  • Clinical decisions made by independent practitioners

  • Medical aid claim rejections

  • Bank processing delays

  • Payment gateway outages

Total liability shall not exceed the amount paid for the specific service in dispute.

18. THIRD-PARTY SERVICES

Abovax Group uses third-party providers including:

  • Paystack (Payment Processing)

  • Independent Healthcare Professionals

  • Medical Aid Schemes (including Bonvie Medical Aid)

Abovax Group is not responsible for third-party system failures or policy decisions.

19. AMENDMENTS

Abovax Group uses third-party providers including:

  • Paystack (Payment Processing)

  • Independent Healthcare Professionals

  • Medical Aid Schemes (including Bonvie Medical Aid)

Abovax Group is not responsible for third-party system failures or policy decisions.

20. GOVERNING LAW

These Terms are governed by the laws of the Republic of South Africa.

21. Declaration

Well2Care (Pty) LTD is a healthcare access and benefits platform that helps individuals, employees, or members connect with affordable health plans, medical services, and wellness solutions from the following service providers and underwriters:

The AxxessDias (Bonvax) products are underwritten by GENRIC Insurance Company Limited, a licensed non-life insurer and Authorised Financial Services Provider (FSP No. 43638).
The plans are administered by Pan African Managed Care and distributed by Clarity Employee Benefits (FSP License No. 51007).

The Health4Me, FundiLyte, OneCareLyte and OneCarePlus products are Momentum Health4Me product which is administered by Momentum Health Solutions (Registration No. 1969/016884/07), a Juristic Representative of Momentum Healthcare Distribution Limited (FSP License: 27728). The product is underwritten by Momentum Metropolitan Life Limited (Registration No. 1904/002186/06), an authorized insurer and financial services provider.

22. CONTACT INFORMATION

Abovax Group (Pty) Ltd
Email: support@abovax.com
Phone: +27 100 273 407

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