MEDX Patient Terms and Conditions

These Terms and Conditions explain how MedX works, what patients can expect, and what responsibilities apply when using the MedX service[cite: 5]. By submitting an intake form, creating an account, making payment, or using any MedX support channel, you confirm that you have read, understood and agreed to these Terms and Conditions[cite: 6]. These Terms must be read together with the MedX Privacy Notice, Consent Form, Payment and Refund Policy, and any pharmacy or clinician terms that may apply[cite: 7].

1. Definitions

2. Nature of the MedX Service

MedX provides a clinician-reviewed weight management pathway, administrative coordination, patient support and, where clinically approved, coordination with an independent dispensing pharmacy[cite: 11]. MedX is not a hospital, emergency service, medical scheme, insurer, pharmacy, or substitute for in-person medical care when in-person care is clinically required[cite: 12]. MedX does not guarantee clinical approval, treatment, a prescription, medicine availability, weight loss, health outcomes, or uninterrupted supply[cite: 13].

3. Eligibility and Patient Responsibility

You must be 18 years or older to use the MedX pathway unless MedX confirms in writing that guardian consent and clinician approval are acceptable for a specific case[cite: 15]. You must provide accurate, complete and current information. This includes your medical history, current medication, allergies, pregnancy or breastfeeding status, previous treatment, weight, height and any relevant symptoms[cite: 16]. You must not submit information for another person unless you are legally authorised to do so and MedX has accepted that arrangement[cite: 17]. You are responsible for reading all instructions, medicine information, pharmacy labels and clinician guidance before starting or continuing treatment[cite: 18].

4. Clinical Independence

All clinical decisions are made independently by the reviewing clinician[cite: 20]. This includes whether to request more information, require a consultation, approve treatment, decline treatment, issue a prescription, change treatment, pause treatment or stop treatment[cite: 21]. MedX may assist with administration and support, but MedX does not override, pressure or replace the clinical judgement of the clinician or the professional responsibilities of the pharmacy[cite: 22].

5. No Guaranteed Prescription or Continued Treatment

Completing an intake form, making payment, receiving previous approval, or previously receiving medicine does not guarantee current or future approval, treatment, prescription, repeat prescription, or medicine supply[cite: 24]. The clinician may decide that treatment is not suitable, that more information is needed, that an in-person consultation is required, or that treatment should be stopped for safety reasons[cite: 25].

6. Remote Care Limitations

MedX may rely on remote information submitted by you. Remote review has limitations because the clinician may not physically examine you unless a separate consultation or in-person review is arranged[cite: 27]. You agree to seek in-person medical care where symptoms are urgent, unclear, worsening, or where the clinician, pharmacy or MedX advises that in-person care is needed[cite: 28]. MedX support channels are not designed for emergencies and may not be monitored continuously[cite: 29].

7. Medicine Supply and Pharmacy Checks

Any medicine, if prescribed, will be dispensed only by an appropriate pharmacy against a valid prescription and subject to professional checks, stock availability, legal requirements and pharmacy procedures[cite: 31]. The pharmacy may refuse, delay or query dispensing where it has professional, safety, stock, identity, prescription, payment, cold-chain or regulatory concerns[cite: 32]. Medicine packaging, dose instructions, batch information and patient information leaflets are provided by the pharmacy and/or manufacturer[cite: 33]. You must follow the instructions provided to you[cite: 34].

8. Delivery

Delivery times are estimates only and depend on pharmacy release, stock availability, courier availability, correct patient details, delivery area, payment confirmation, temperature-control requirements and successful handover[cite: 36]. You must provide accurate delivery details and ensure that you or an authorised person is available to receive the parcel[cite: 37]. If a parcel is damaged, delayed, opened, delivered to the wrong person, exposed to possible temperature issues, or appears incorrect, you must notify MedX and the pharmacy immediately and must not use the medicine until you receive guidance[cite: 38].

9. Patient Safety and Adverse Event Reporting

You agree to promptly report side effects, pregnancy, breastfeeding, hospitalisation, new medication, new diagnosis, worsening symptoms, suspected medicine error, missed doses, allergic symptoms or any urgent concern to MedX and/or the clinician[cite: 40]. Emergency symptoms must be handled through emergency medical care or an appropriate healthcare facility, not only through MedX support channels[cite: 41]. MedX may log safety concerns and share relevant information with the clinician, pharmacy, courier, regulator or other appropriate party where required for patient safety, legal compliance or incident management[cite: 42].

10. Patient-Facing Safety Guide

11. Payments, Fees and Refunds

Payment terms, billing cycles, debit order or subscription arrangements, declined payments and refunds are governed by the MedX Payment and Refund Policy[cite: 46]. Payment does not guarantee clinical approval, treatment, a prescription, medicine availability or delivery[cite: 47]. Where a payment has been made but clinical approval is declined before any medicine is dispensed or service costs are incurred, the applicable refund will be processed in line with the Payment and Refund Policy and applicable consumer law[cite: 48]. Once medicine has been dispensed, packed, released or delivered, refund rights may be limited because of medicine safety, cold-chain, professional, legal and pharmacy requirements[cite: 49]. This does not remove any rights you may have under applicable law[cite: 50].

12. Cancellations and Cooling-Off Rights

Where the law gives you a cooling-off or cancellation right, MedX will honour that right[cite: 52]. If your transaction resulted from direct marketing, you may have a statutory cooling-off period under South African consumer law[cite: 53]. Cooling-off or cancellation requests must be sent through a recorded MedX support channel[cite: 54]. The date and time of receipt will be used to process the request[cite: 55]. Cancellation does not automatically reverse clinical decisions already made, pharmacy costs already incurred, courier costs already incurred, or medicine that has already been dispensed, packed or delivered, except where the law requires otherwise[cite: 56].

13. Communication Consent

You consent to MedX contacting you by WhatsApp, SMS, phone call, email, website/app notification or other support channel for administration, clinical coordination, safety follow-up, payment, delivery, prescription, pharmacy and service-related purposes[cite: 58]. You are responsible for keeping your contact details updated and checking messages relating to your care, safety, payment and delivery[cite: 59]. Marketing messages will be handled according to applicable consent and opt-out rules[cite: 60]. Service and safety messages may still be sent where needed to administer the service or protect patient safety[cite: 61].

14. Privacy and Personal Information

MedX will process your personal information, including health information, in line with its Privacy Notice and applicable data protection law[cite: 63]. Your information may be shared with the reviewing clinician, pharmacy, courier, payment provider, technology provider, professional advisers, regulators or other relevant parties where needed to provide the service, protect patient safety, comply with law, manage incidents, process payments or deliver parcels[cite: 64]. You may request access to or correction of your personal information through the MedX support channel, subject to applicable law and verification requirements[cite: 65].

15. Advertising and Medicine Information

MedX information is intended to explain the service pathway and support options[cite: 67]. It is not intended to unlawfully advertise scheduled medicine to the public or replace advice from a registered healthcare professional[cite: 68]. Any medicine-specific information provided to you after clinical review or dispensing is for appropriate patient education and must be read together with clinician and pharmacy guidance[cite: 69].

16. Service Changes, Pauses and Termination

MedX may pause, change or terminate access to the service where required for safety, legal compliance, non-payment, inaccurate information, suspected misuse, abusive behaviour, operational reasons, stock constraints, pharmacy concerns or clinician instruction[cite: 71]. You may stop using the service at any time, but this does not remove amounts already due, costs already incurred or safety obligations relating to treatment already provided[cite: 72].

17. Complaints and Support

Complaints, refund requests, delivery issues, medicine concerns and privacy requests must be submitted through the official MedX support channel[cite: 74]. MedX will aim to acknowledge and route complaints appropriately. Clinical complaints may be referred to the clinician; dispensing complaints may be referred to the pharmacy; courier complaints may be referred to the courier partner[cite: 75, 76].

18. Limitation of Liability

To the fullest extent allowed by law, MedX is not liable for losses caused by inaccurate patient information, failure to follow clinical/pharmacy instructions, delayed emergency care, third-party service failure, pharmacy stock shortages, courier delays, or events outside MedX’s reasonable control[cite: 78]. Nothing in these Terms excludes liability where the law does not allow exclusion, including liability for fraud, intentional misconduct, gross negligence, or rights that cannot lawfully be limited[cite: 79].

19. Governing Law

These Terms are governed by the laws of the Republic of South Africa[cite: 81]. Any dispute will be handled through the appropriate South African legal, regulatory or complaints process, unless otherwise required by law[cite: 82].

20. Changes to These Terms

MedX may update these Terms from time to time. The latest version will apply from the date it is published or communicated, unless a different effective date is stated[cite: 84]. Material changes should be communicated through a reasonable MedX channel[cite: 85].

21. Contact Details