Refund & Cancellation Policy

Last updated: 25 March 2026

💳 Payments on ELMED are processed securely by iKhokha. This policy governs refunds and cancellations for all services on the ELMED platform.

1. Consultations

Cancellation before doctor accepts

If you cancel a consultation before a doctor has accepted it, you are entitled to a full refund of the consultation fee. To cancel, go to Patient Portal → Consultations and select "Cancel".

Cancellation after doctor accepts

Once a doctor has accepted your consultation request, a cancellation fee may apply:

  • More than 2 hours before scheduled time: Full refund
  • Less than 2 hours before scheduled time: 50% refund
  • No-show (did not attend): No refund

Consultation already completed

Completed consultations are non-refundable. If you are dissatisfied with the quality of care received, please contact us at support@elmed.healthcare and we will investigate your complaint.

2. Prescription Medication

In accordance with South African pharmacy regulations, dispensed medication cannot be returned or refunded once it has left the pharmacy. This applies to all prescription and over-the-counter medication ordered through the platform.

If you receive incorrect or damaged medication, contact the dispensing pharmacy directly or email support@elmed.healthcare within 24 hours of receipt.

3. Marketplace Orders

  • Order not yet processed: Full refund. Cancel from Patient Portal → My Orders
  • Order being prepared / in dispensing: Contact support within 1 hour for a refund
  • Order dispatched / delivered: No refund unless the item is incorrect or damaged

4. How Refunds Are Processed

Approved refunds are processed back to the original payment method via iKhokha within 5–7 business days. The timing of the credit appearing in your account depends on your bank.

ELMED does not charge an administration fee for processing refunds.

5. Medical Aid Payments

Where your medical aid scheme has paid for a service, any refund will be issued to the scheme, not to you personally. Your patient liability (copay) portion will be refunded to your original payment method where applicable.

6. How to Request a Refund

  1. Log in to your ELMED patient portal
  2. Navigate to the relevant consultation, order, or invoice
  3. Select "Cancel" or "Request Refund" where available
  4. For complex cases, email support@elmed.healthcare with your invoice number and reason

Our support team responds within 1 business day.

7. Disputes

If you are unsatisfied with the outcome of a refund request, you may raise a dispute with iKhokha directly through your bank's card dispute process, or contact the National Consumer Commission at www.thencc.org.za in accordance with the Consumer Protection Act 68 of 2008.

8. Contact Us

For all refund and cancellation enquiries:

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