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Refunds & Cancellation Policy

1. Subscription Payments (MTN MoMo On-Demand Only)

All TruMD subscription payments are processed exclusively through MTN MoMo.

  • Payments are once-off per subscription term (Monthly).
  • TruMD does not store or process your payment information directly. Payments are triggered and approved via MTN MoMo.
  • No automatic renewal is triggered by MTN MoMo for expired subscriptions.
  • When your subscription expires, you must manually approve and complete another MoMo payment to continue accessing the service.

2. Subscription Cancellation

You may cancel your subscription at any time through your TruMD account settings or by contacting us at service@trumd.co.za. Cancellation requests may take up to 48 hours to become effective.

Important Notes on Cancellation:

  • Any subscription fees already paid cannot be refunded.
  • TruMD does not offer pro-rated refunds for unused days.
  • After cancellation, you will retain full benefits until the end of the term already paid for.
  • Once the term ends, your access stops unless you manually make a new MoMo payment.

If you switch to a Corporate Subscription provided by your employer, any individually purchased subscription through MTN MoMo will remain active until you choose to cancel it. You must inform us of duplicate subscriptions via service@trumd.co.za.

3. No Refunds Policy

TruMD maintains a strict no refunds policy on all healthcare subscription plans.

  • No refunds are provided under any circumstances.
  • This applies whether or not you have used any TruMD services after subscribing.
  • No refunds are provided for accidental purchases or duplicate subscriptions.
  • No pro-rated refunds are given for unused days in Monthly or Yearly plans.
  • Payments made via MTN MoMo are final and not reversible through TruMD.

4. After Subscription Expiry or Termination

Once your subscription expires or is cancelled and reaches its end date:

  • Your access to all subscription benefits will stop.
  • TruMD will have no further service obligations except providing access to your health records when legally required and ensuring continuity of care where healthcare professionals are ethically or legally obligated.

TruMD Medical Teleconsulting Services Terms and Conditions – Eswatini Edition

Effective Date: 1 April 2024

Our Medical Teleconsulting Services provide a remote medical assessment of your condition. These services are not designed to replace visits to the emergency room and must not be used in emergencies. These Terms and Conditions govern your access to and use of the Medical Teleconsulting Services provided by TruMD. TruMD maintains the website https://www.trumdeswatini.com. The country of domicile of TruMD is Eswatini, with operational support from South Africa. By subscribing to or using the Medical Teleconsulting Services, you acknowledge that you have read, understood and accepted these Terms, including any future amendments.

1. Binding Agreement

These Terms form a legally binding agreement between you and TruMD. Your use of the Medical Teleconsulting Services constitutes acceptance of the Terms. You agree to use the Services at your own risk.

2. Definitions

Medical Teleconsulting Services / Application: Any TruMD-controlled digital platform, including all associated content, graphics, design, programming, medical information and services.

Content: All text, graphics, design and programming available through the Application.

Services: All teleconsulting and related services provided by TruMD or its authorized personnel.

User: Any person or entity accessing any part of the Application or Services.

You: The person agreeing to these Terms or the entity represented by such person.

3. General Use Rules

The Services are intended for individuals seeking personal medical advice. You may use the Applications only for lawful purposes and within TruMD’s acceptable use guidelines.

4. Specific Usage Requirements

  • You are 18 years or older, or using the Services under the supervision of a parent or guardian if under 18.
  • You will not misuse the Application or violate any law.
  • You are responsible for ensuring your usage complies with all applicable legal requirements.

5. Services by Registered Medical Practitioners

You acknowledge that medical advice is provided by licensed medical practitioners registered with the Eswatini Medical and Dental Council (EMDC) and authorized by TruMD.

6. Limitations of Liability

  • TruMD provides Services on an “as is” and “as available” basis. You assume full responsibility for your use.
  • Advice provided by TruMD practitioners does not represent the views of any third-party payer such as an employer or insurer.
  • The accuracy of advice depends entirely on the information you provide.
  • Calls may be recorded for quality control and maintaining medical records.
  • TruMD and its personnel are not liable for any damages arising from the use of the Application or Services.
  • You are not authorized to give medical advice to others based on consultations received via TruMD.

7. Quality, Functionality and Connectivity

Service quality may be affected by factors inside or outside the control of TruMD or the payer. Service may be limited, suspended or disconnected due to regulatory requirements, system maintenance or upgrades, fraud prevention or national security, network or technical constraints, illegal use of services or any other reasonable cause. TruMD is not responsible for dropped calls, system disruptions or technical failures. No call-backs are guaranteed.

8. Accuracy or Completeness of Content

  • TruMD makes no warranties about the accuracy, completeness or suitability of content.
  • TruMD is not responsible for unauthorized access, data deletion or external content linked outside the Application.

9. User Authentication

TruMD cannot guarantee identity verification of all users. If a dispute arises with another user, you release TruMD from all related claims or damages.

10. Unauthorised Use

Unauthorized use of the Application may lead to civil claims or criminal charges.

11. Website Links

Links to third-party sites are provided for convenience. TruMD is not responsible for their content or accuracy.

12. Amendments

TruMD may update these Terms at any time. Continued use of the Services constitutes acceptance of updated Terms. New terms proposed by you are rejected unless agreed to in writing by TruMD.

13. Indemnity

You agree to indemnify and hold TruMD harmless against claims arising from your use of the Services or your breach of this Agreement.

14. Applicable Law

Any dispute shall be resolved by arbitration under the rules of the Arbitration Foundation of South Africa (AFSA). Legal seat of arbitration: Eswatini. Language: English.

15. Payment Authorization – Eswatini Market (MTN MoMo Only)

15.1 Payment Method

In Eswatini, MTN MoMo is the only accepted subscription payment method. TruMD does not accept credit cards, debit cards, EFT or any other payment method.

15.2 Subscription Payment Terms

  • You agree to pay all applicable subscription fees through MTN MoMo.
  • Payments are once-off per subscription term (Monthly or Yearly).
  • There is no auto-renewal with MTN MoMo. You must manually approve future subscription payments.

15.3 Upgrades

Upgrades, if applicable, must be paid manually via MTN MoMo.

15.4 Payment Confirmation

Once payment is made, a confirmation SMS or email will be sent within 24 hours.

15.5 Failed Payments

If your MoMo payment is not completed or approved, your subscription will not be activated or renewed.

15.6 Personal Payment Responsibility

If you are not covered by an employer or payer, or if such coverage is denied, you are personally responsible for all fees.

15.7 Pricing Changes

TruMD may adjust pricing before your next subscription. Any change will apply only to future payments.

15.8 Account Security

You are responsible for securing your MTN MoMo account. TruMD is not liable for loss, theft or misuse of your MoMo wallet or device.