Service Delivery Policy

1. INTRODUCTION

This Service Delivery Policy explains what Find Your Doctor delivers, how, and when. Find Your Doctor is a digital platform. It provides no physical goods; all services are delivered electronically through the mobile app.

2. NATURE OF THE SERVICE

Find Your Doctor is a technology platform that connects patients with independent, HPCSA-registered practitioners for virtual (video) consultations, and facilitates scheduling, payments, and the delivery of consultation documents. Find Your Doctor does not itself provide medical care; the practitioner is responsible for the clinical service.

3. HOW THE SERVICE IS DELIVERED

• Booking: you select a speciality, practitioner and available time slot, and confirm by payment.

• Consultation: at the scheduled time you join a secure video consultation in the app.

• Documents: where issued by the practitioner, prescriptions, medical certificates and referral letters are delivered to you in the app.

• Follow-up: a follow-up chat window opens after the consultation for a limited period.

4. TIMING

Consultations are delivered at the scheduled time you book. Documents issued by the practitioner are made available in the app during or shortly after the consultation. Manual EFT bookings are confirmed once proof of payment is verified.

5. SERVICE AVAILABILITY

We aim to keep the service available at all times, but it may occasionally be unavailable due to maintenance, updates, or factors beyond our control (such as network or third-party outages). A consultation depends on a working internet connection and a compatible device.

6. GEOGRAPHIC COVERAGE

The service is intended for use in South Africa. Practitioners are registered with the HPCSA or the relevant statutory body.

7. PAYMENTS AND PAYOUTS

Patient payments are processed at the time of booking (card and instant EFT via Paystack, manual EFT with verification, or medical aid where offered). Practitioners receive a payout for each completed consultation, less a single platform fee, as set out in the Payment Terms.

8. NOTIFICATIONS

Booking confirmations, reminders and consultation updates are delivered in-app and by push notification where enabled.

9. SUPPORT

Support is available at support@findyourlocum.co.za, Monday to Friday, 8am - 5pm.

10. NOT FOR EMERGENCIES

The service is not for medical emergencies. In an emergency, phone 10177 (ambulance), 112 from a mobile, or go to your nearest emergency department immediately.

11. CHANGES

We may update this policy from time to time. Material changes will be notified in the app.