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Cancellation, Refund & Product Delivery Policy

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Practitioner: Dr. Yamkela Ngubo | MBChB (WSU) | HPCSA: MP1014064 | BHF: 1355872

 

Practice Type: Virtual Teledermatology & Holistic Dermal Restoration

 

Jurisdiction: Republic of South Africa

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1. Virtual Consultation Cancellations & Rescheduling

Because virtual consultation slots are reserved exclusively for individual patients, late cancellations and missed appointments prevent other patients from accessing care.

 

A. Rescheduling

  • Notice Provided (>24 Hours): You may reschedule your consultation free of charge up to 24 hours prior to your scheduled Google Meet appointment via your booking confirmation link or by emailing ngubokenric@gmail.com

  • Notice Provided (<24 Hours): Rescheduling requests made less than 24 hours before the appointment will incur a R150 administrative rescheduling fee to rebook.

B. Cancellations & No-Shows

  • Cancellation >24 Hours in Advance: If you cancel your consultation at least 24 hours prior to the start time, you are eligible for a refund of your R500.00 fee, minus a 5% merchant processing charge levied by the payment gateway (Yoco/PayFast).

  • Late Cancellation (<24 Hours) or No-Show: If you cancel less than 24 hours before your slot, or fail to join the Google Meet link within 10 minutes of the scheduled start time without prior notice:

    • The R500.00 consultation fee is non-refundable.

    • This fee covers the doctor's reserved clinical time and the pre-consultation review of your intake documentation and photographic uploads.

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2. Consultation Service Refund Policy

  • Service Rendered: Medical consultations represent a professional clinical service. Once a consultation has been conducted (via live Google Meet, phone, or asynchronous photo evaluation), the R500.00 consultation fee is non-refundable, regardless of clinical outcome, diagnostic preference, or whether a prescription was issued.

  • Technical Disruption: If a technical fault on the practice's side prevents the consultation from occurring, you will be offered the choice of an immediate free reschedule or a 100% full refund.

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3. Product Orders, Returns & Refund Policy (Lass Skincare)

All product purchases and deliveries are governed by the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

 

A. Hygiene & Health Safety Exception (Opened Products)

In accordance with Section 42 and Section 44 of the ECTA, topical skincare products, cosmetics, and internal herbal blends cannot be returned or refunded once the seal is broken or the item has been opened/used, due to public health and cross-contamination safety risks.

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B. Unopened Returns (7-Day Cooling-Off Period)

  • You may return unopened, unused products in their original, undamaged packaging within 7 days of delivery.

  • The customer is responsible for the courier cost to return the parcel to our dispatch address.

  • Upon receipt and physical inspection of the unopened item, a refund will be processed for the product purchase price (excluding original shipping fees), subject to a 10% restocking and handling fee.

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C. Damaged, Defective, or Incorrect Items

 

If your parcel arrives damaged, leaking, or with missing/incorrect items, you must notify the practice within 48 hours of delivery by emailing ngubokenric@gmail.com with:

  • Your Order Number.

  • Clear photographs/video of the damaged parcel and product batch code.​

  • Verified damaged or incorrect items will be replaced and re-dispatched at zero cost to the patient, or a full refund issued for the damaged item.

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4. Shipping & Delivery Policy

Physical products (Lass Skincare range and botanical decoctions) are fulfilled from our central inventory and delivered across South Africa via registered courier services (e.g., The Courier Guy / Aramex / PostNet).

 

A. Fulfillment & Processing Times

Order Processing: Orders are dispatched within 1 to 2 business days following confirmation of payment (Yoco/PayFast or cleared EFT/PayShap).

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B. Delivery is through your choice of delivery and what is available for Dr Y Ngubo to utilise, and is subject to the courier's times and availablity. Pricing is standard as per standard courier fees. Note: Delivery times are estimates provided by courier partners and may be affected by unforeseen transport delays or adverse weather.

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C. Tracking & Recipient Availability

  • Tracking Number: Once your parcel is dispatched, an automated email/SMS will be sent containing your courier tracking number and live tracking portal link.

  • Delivery Address: It is the patient's responsibility to ensure the delivery address and contact cell phone number provided during checkout are correct.

  • Failed Deliveries: If a parcel is returned to the practice due to an incorrect address or repeated failure to reach the recipient, the patient will be responsible for the courier fee to re-dispatch the parcel.

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5. Contact Details for Refunds & Shipping Inquiries

  • To request a cancellation, submit a return, or query a parcel delivery, please contact the administrative team:

  • Email: info@drnguboskin.co.za

  • WhatsApp Support: +27720390989

  • Operating Hours: Monday – Friday: 08:30 – 16:30 | Saturday: 09:00 – 12:00

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