Overview

Diaspora Meds is a registered South African entity operating in accordance with the Companies Act 71 of 2008. We are committed to upholding the principles of the Consumer Protection Act 68 of 2008 (CPA), the Protection of Personal Information Act 4 of 2013 (POPI), and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). This refund policy outlines the terms under which refunds may be granted for products and services rendered through Diaspora Meds.

Eligibility for Refunds

Refunds may be considered under the following conditions:

• A product or service was purchased in error and notification is made within 7 (seven) calendar days of the transaction.
• A payment was processed incorrectly or duplicated due to a technical error or system failure.
• A service was not delivered due to failure on the part of Diaspora Meds or an approved service provider, and reasonable resolution attempts have failed.
• The customer exercises a cooling-off right under section 44 of the ECTA (where applicable), within 7 days of an online transaction, provided that the product or service has not been used, delivered, or accessed.

Refunds will not be issued where:

• Services have already been rendered in full or substantially performed.
• Digital products, subscriptions, or one-time-use services (e.g., verifications, consultations) have been accessed or consumed.
• The refund request falls outside the applicable timeframes or does not meet the criteria set forth in this policy.

Request Procedure

To initiate a refund request, please:

Submit a written request to [email protected] or [email protected]  with the subject “Refund Request – [Order/Invoice Number]”.

Include a detailed explanation of the reason for the request and any supporting documentation (e.g., proof of payment, screenshots, reference numbers).

Refund requests will be acknowledged within 2 business days and resolved within 10 business days, subject to verification and review.

Refund Method

Approved refunds will be processed via the original method of payment unless otherwise agreed upon. EFT refunds may require up to 5–7 business days to reflect, depending on the banking institution.

Non-Refundable Items

The following are explicitly non-refundable:

• Registration, processing, and administrative fees.(where applicable)
• Government or third-party imposed verification charges (where applicable).

Subscriptions and Wallet Usage

Where ongoing subscriptions or wallet services are involved:

Cancellations must be made atleast 7 days prior to the next billing cycle.

Disputes and Chargebacks

If a chargeback is initiated without first contacting Diaspora Meds to resolve the matter, the account may be suspended pending investigation. Unjustified chargebacks will be contested with supporting documentation and may result in administrative recovery fees.

Legal Compliance

This refund policy is governed by South African law, and all refund decisions are made in line with the CPA, ECTA, and applicable financial regulations. Diaspora Meds reserves the right to amend this policy without notice to ensure ongoing compliance with legislative requirements.