Cancellation & Refund Policy

Starting the service during the electronic cooling-off period

Where the Electronic Communications and Transactions Act, 2002 (“ECTA”) gives you a cooling-off right for an online service, you may generally cancel within seven days after conclusion, subject to statutory exclusions. ECTA may exclude that right where performance of the service begins with your consent before the seven-day period ends.

Cancellation and refunds

Statutory cooling-off rights

You may cancel within an applicable cooling-off period under ECTA, the Consumer Protection Act, 2008 (“CPA”) or another law by sending an unambiguous notice to hello@outliv.co.za. The exact period and consequence depend on how the transaction was concluded and whether performance has lawfully begun with your consent. These rights are not replaced by this policy.

Early cancellation of the fixed term

Where CPA section 14 applies, you may cancel the fixed-term membership at any time by giving 20 business days’ written notice. OUTLIV may charge only amounts lawfully due for services supplied, non-recoverable costs reasonably committed for you and a reasonable cancellation penalty, taking account of the factors prescribed by law.

Refund calculation

Subject to mandatory law, any refund is calculated as follows: amount actually received from you, less (i) the reasonable value of membership and services already supplied; (ii) non-recoverable laboratory, practitioner, payment, collection, courier or other third-party costs already incurred or irrevocably committed for you; (iii) any reasonable CPA cancellation charge; and (iv) any discount lawfully recoverable because it was granted in anticipation of the full term. The result cannot be less than R0.

Examples of performance that may materially reduce or eliminate a refund include activation of the clinical workflow, issue of a laboratory order, dispatch of a collection kit, sample collection or processing, result production, practitioner record review, consultation, interpretation or delivery of a protocol. Internal administrative setup that causes no material cost or delivered benefit will not be used to manufacture a cancellation charge.

No change-of-mind refund after performance

After any applicable cooling-off period and subject to the early-cancellation calculation above, OUTLIV does not offer a discretionary change-of-mind refund. Unused optional benefits, missed appointments, failure to complete testing, failure to read a report or dissatisfaction with a clinically appropriate result do not create a refund right by themselves.

Defective, unsafe or unprovided services

This policy does not exclude a statutory remedy where a service is not performed on time, safely, to a reasonable standard, as described, or at all. Depending on the law and circumstances, OUTLIV or the responsible provider may re-perform the affected service, provide an equivalent, reduce the price or refund the unprovided or defective portion.

Appointments, samples and third-party charges

Third-party cancellation, re-collection, failed-sample, late-arrival or no-show charges may be passed through only if disclosed, reasonably incurred and lawful. A failed or unusable sample will be handled according to cause: provider error will be remedied without an unfair additional charge; member non-compliance may attract the reasonable re-performance cost.

Refund request and timing

Send the request, account email, order number and cancellation reason to outliv.co.za. OUTLIV may verify identity and obtain third-party cost confirmation. Any amount due will be returned through the original payment method within the applicable statutory period or, if no period applies, within 30 days after the calculation is finalised.

Expiry, renewal and month-to-month continuation

OUTLIV will give the notice of impending fixed-term expiry required by the CPA, currently between 40 and 80 business days before expiry where section 14 applies. The notice will state the expiry date, any material changes, the available renewal options and the price of any continuation.

OUTLIV will not charge a further annual fixed-term fee unless you separately and expressly agree to that renewal. If the CPA requires the agreement to continue month to month after expiry and you have not chosen a new fixed term or directed termination, it will continue on the disclosed terms until cancelled on the permitted notice. No undisclosed automatic renewal applies.