Marie Stopes South Africa: Terms and Conditions

Detailed description of goods and/or services

Marie Stopes South Africa is a provider of sexual reproductive services. Our basket of services includes termination of pregnancy, family planning services, STI screening, HIV testing, etc.

Service Delivery policy

Provision of our services is subject to availability of clinical practitioners (i.e. nurses and doctors) and full pre-payment of services. Marie Stopes South Africa reserves the right to cancel or reschedule your appointment for reasons beyond our control, including the unavailability of clinical practitioners on the day of the selected appointment. Given the clinical nature of our services, our clients are required to present a physical ID on the day of the appointment and provide a legitimate ID number during the booking process.

Cancellation and Refunds Policy

1. Introduction

Marie Stopes South Africa (MSSA) refunds occur when clients no longer require the service after they have pre-paid for the service.

2. Terms and Definitions

2.1. Did Not Proceed (DNP): Client that made a booking for a service and do not continue with the service when they are at the centre
2.2. Did Not Attend (DNA): Client that does not arrive at the centre for their booked service
2.3. STP: Second Trimester Procedure
2.4. MSMP: Marie Stopes Medical Procedure
2.5. MSP: Marie Stopes Surgical Procedure
2.6. TOP: Termination of Pregnancy

3. Objectives of the Policy

The objective of this policy is to provide standardized and efficient client refunds across all Centres and at the Contact Centre and to ensure that refunds are issued to eligible clients.

4. Receipting

4.1 A client has a discussion with the contact centre agent or administrator about the services.
4.2 The client will opt for a procedure or service and a payment will be made from centre or in centre.
4.3 This payment is made in cash, credit card, debit card, bank transfer or snap scan for the procedure or services to take place on the same day or it can be paid for in advance and performed at a later stage.
4.4 Once a payment is made, the administrator will capture all the client details on the system. A pre-numbered receipt is issued.
4.5 After the procedure or service is performed, two receipts are printed. Both receipts must be signed by the client and administrator; one is handed to the client and the other is kept by the administrator for the Support Office to perform a verification test.

5. Payment

5.1 A client may decide to pay for the procedure or services in cash, debit / credit card, snap scan, payfast and medical aid.
5.2 If a procedure is not performed within the time frame as described in the terms of condition of payment, then the payment will be forfeited. If a client has pre-booked an appointment and wants to cancel the next day, the refund will be paid less the expenses incurred by MSSA (e.g., consultation fees, a scan and cancellation fee)
5.3 If a client does not return for the service or procedure within three (3) months from the initial consultation the payment will be forfeited.

6. Refunds and Cancellations

6.1. Any service that costs less than R2,000 – no refund
6.2. Any service that costs over R2,000 – 25% refund
6.3. If a client over-pays for a service – refund the over-payment
6.4. Any deviations from this policy must be approved by the Country Director / Finance Director

Customer Privacy Policy

Marie Stopes South Africa shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from:
http://www.polity.org.za/attachment.php?aa_id=3569

Payment Options Accepted

Payment may be made via Visa, MasterCard, Diners, or American Express credit cards or by bank transfer into the Marie Stopes South Africa bank account, the details of which will be provided on request.

Credit Card Acquiring and Security

Credit card transactions will be acquired for Marie Stopes South Africa via PayFast (Pty) Ltd who are the approved payment gateway for Standard Bank. PayFast uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3), and no credit card details are stored on the website. Users may go to https://payfast.io/ to view their security certificate and security policy.

Customer Details Separate from Card Details

Customer details will be stored by Marie Stopes South Africa separately from card details which are entered by the client on PayFast’s secure site. For more detail on PayFast refer to https://payfast.io/

Merchant Outlet Country and Transaction Currency

The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction Currency is South African Rand (ZAR).

Responsibility

Marie Stopes South Africa takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution, and delivery of goods.

Country of Domicile

This website is governed by the laws of South Africa, and Marie Stopes South Africa chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, 5th Floor Perbro House, Rondebosh Medical Centre Complex, 85 Klipfontein Road, 8001, Cape Town, South Africa.

Variation

Marie Stopes South Africa may, in its sole discretion, change this agreement or any part thereof at any time without notice.

Company Information

This website is run by Marie Stopes South Africa, an NPC registered in South Africa trading as Marie Stopes and with registration number 91/04592/08 and Directors: Simon Cooke, Andrew Seddon, and Blum Khan.