Marie Stopes South Africa: Terms and Conditions
Detailed description of goods and/or services
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 unavailability of clinical practitioner 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 appointment and provision of a legit ID numbers during the booking process.
|Cancellation and refunds policy
Marie Stopes South Africa (MSSA) refunds occurs when clients no longer require the service after they have pre-paid for the service.
2. Terms and definitions
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
Did Not Attend (DNA) – Client that do not arrive at the centre for their booked service
STP – Second Trimester procedure
MSMP – Marie stopes medical procedure
MSP – Marie stopes surgical procedure
TOP – Termination of Pregnancy
3. Objectives of the policy
The objective of this policy is to provide standardised and efficient clients refunds across all Centres and at the Contact Centre and to ensure that refunds are issued to eligible clients.
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.
5.1 A client may decide to pay for the procedure or services in cash, debit / credit card, snap scan, or EFT
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 Clients that change their mind or unsure after payment the process is as follows:
6.1.1 DNP (Incentre clients)- MSMP & MSP – R1500 will be deducted
6.1.2 DNP – STP clients– No refund
6.1.3 DNA – No refund
Doctor’s clients cancellations:
6.1.4 Cancellation with less than 3 days’ (72hrs) notice of cancellation – No refund
6.1.5 Cancellation with 3 days’ (72hrs) or longer notice of cancellation – deduct R600 cancellation fee
Under 12 & Other services Cancellations:
6.1.6 Cancellation with less than 2 days’ (48hrs) notice of cancellation – No refund
6.1.7 Cancellation with 2 days’ (48 hrs) or longer notice of cancellation – deduct R600 cancellation fee
6.1.8 Telemedicine clients above 9 weeks and not within reach to a MSSA centre – deduct R1500
6.1.9 A cancellation fee of R600 will be charged for cancellations within 24 hours of booking and making payment.
6.2 Clients that do not proceed due to Medical reasons after payment the process is as follows:
6.2.1 Miscarriage Telemeds with no Medication dispatched – deduct R1500
6.2.2 Miscarriage Telemeds with Medication dispatched – No refund
6.2.3 Not visible gestation with positive pregnancy test – No refund without rescheduled appointment
6.2.4 Client with fibroids – deduct R1500
6.2.5 Clients above 20 weeks:
6.2.6 Client not medically eligible – deduct R1500
6.2.7 Client not pregnant/ Pregnancy test negative – deduct R1500
6.2.8 Ectopic Pregnancy – deduct R1500
6.2.9 Above 9 weeks not proceeding – deduct R1500
6.2.10 Client has low HB – deduct R1500
6.2.11 Post Abortion Care – same TOP rule applies
6.3 Clients that do not proceed due to financial reasons – deduct R1500
6.4 Other services – we deduct 30% of full-service fee (excluding family planning consultation)
6.5 Any other deviations from this policy must be approved by the Country Director
7. Approval and implementation
7.1 This policy is effective from the date of approval by the Country Director of MSSA.
7.2 The Finance Director may delegate this responsibility to a Business Units Heads who will be responsible for implementation and monitoring of the 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:
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 PayGate (Pty) Ltd who are the approved payment gateway for Standard Bank. PayGate 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 www.paygate.co.za to view their security certificate and security policy.
Customer details separate from card details
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).
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.
Marie Stopes South Africa may, in its sole discretion, change this agreement or any part thereof at any time without notice.
This website is run by Marie Stopes South Africa, an NPO registered in South Africa trading as Marie Stopes and with registration number 91/04592/08 and Directors: Simon Cooke, Andrew Seddon and Blum Khan
Marie Stopes South Africa – contact details
Support email: firstname.lastname@example.org
Support phone: + 27 (0)21 4224096