Terms of Use

1. About Welo

Welo Health (Pty) Ltd(“Welo”, “we”, “us”, “our”) is a healthcare technology company incorporated in South Africa. We operate a digital health platform that enables employers to offer their employees access to healthcare services, including virtual consultations, medicine delivery, home nurse visits, and workforce health reporting.

These terms govern your use of our website, mobile application, and any related services (collectively, the “Platform”). References to “you” mean the individual accessing or using the Platform.

2. Eligibility

You may use the Platform only if:

• You are 18 years of age or older, or are accessing the Platform with the consent of a parent or legal guardian
• You are enrolled in an employer health programme that has engaged Welo, or have otherwise been authorised to access the Platform
• You are capable of forming a binding contract under South African law
• Your use complies with all applicable laws and regulations

3. Nature of our services

Welo provides a technology platform that connects employees with registered healthcare practitioners and allied health professionals. The clinical services delivered through the Platform are rendered by independent, licensed professionals. Welo facilitates access to those services but is not itself a healthcare provider.

Nothing on the Platform constitutes medical advice, diagnosis, or treatment. In a medical emergency, call 112 or your nearest emergency services immediately rather than using the Platform.

4. Your account

To access certain features you will need to create an account. You agree to:

• Provide accurate, current, and complete information during registration
• Keep your login credentials confidential and not share them with anyone else
• Notify us immediately at support@welo.health if you suspect unauthorised use of your account
• Accept responsibility for all activity that occurs under your account

We reserve the right to suspend or terminate accounts that we believe are being used in violation of these terms or in a manner that poses a risk to other users or the integrity of the Platform.

5. Acceptable use

You agree not to:

• Use the Platform for any unlawful purpose or in violation of any applicable law or regulation
• Impersonate any person or entity or misrepresent your identity or affiliation
• Upload or transmit malicious code, viruses, or any software designed to disrupt or damage the Platform
• Attempt to gain unauthorised access to any part of the Platform or its underlying systems
• Scrape, crawl, or copy content from the Platform without our prior written consent
• Use the Platform to harass, abuse, or harm another person
• Submit false or misleading health information that could affect the quality of care provided to you or others

6. Health information and consent

By using the clinical features of the Platform you consent to Welo and our network of healthcare providers collecting, processing, and sharing your health information to the extent necessary to deliver your care. Full details of how we handle your personal and health information are set out in our Privacy Policy and our POPIA Privacy Notice.

You are responsible for the accuracy of the health information you provide. Providing false or incomplete health information may affect the quality of the clinical services you receive.

7. Employer programmes

Where your access to the Platform is provided through your employer, your employer has agreed to a separate agreement with Welo governing the scope and delivery of health services. Your employer does not have access to your individual clinical records or identifiable health information. Employers receive only anonymised, aggregated workforce insights unless you separately and explicitly consent to disclosure of your individual information.

If your employment ends, your access to employer-funded services may be affected. We will notify you of any change to your access and any options available to continue care.

8. Intellectual property

All content on the Platform, including text, graphics, logos, software, and clinical tools, is owned by or licensed to Welo and is protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from any content on the Platform without our prior written consent.

You retain ownership of any health or personal information you submit to the Platform. By submitting that information you grant us a limited licence to use it to deliver the services described in these terms and in our Privacy Policy.

9. Third-party services

The Platform may integrate with or link to third-party services, including payment processors, pharmacy networks, and laboratory providers. These third parties operate under their own terms and privacy policies. Welo is not responsible for the practices of third-party services, and we encourage you to review their terms before use.

10. Fees and payments

Where services attract a fee, pricing will be clearly communicated before you confirm a booking or purchase. Fees are processed by our secure payment partners. Welo does not store your full payment card details. Refund and cancellation policies for specific services will be presented at the point of booking.

11. Disclaimer of warranties

The Platform is provided on an “as is” and “as available” basis. To the fullest extent permitted by law, Welo disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Platform will be uninterrupted, error-free, or free from harmful components.

Clinical outcomes depend on many factors outside our control. Welo does not guarantee any particular health outcome resulting from use of the Platform.

12. Limitation of liability

To the fullest extent permitted by applicable law, Welo and its directors, officers, employees, and service providers will not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or relating to your use of the Platform, even if we have been advised of the possibility of such damages.

Our total aggregate liability to you for any claim arising under these terms will not exceed the greater of (a) the fees you paid to Welo in the 12 months preceding the claim or (b) ZAR 1,000.

Nothing in these terms limits liability for fraud, gross negligence, or any matter that cannot be excluded under South African law.

13. Indemnity

You agree to indemnify and hold harmless Welo and its affiliates, directors, employees, and partners from any claims, losses, damages, and costs (including reasonable legal fees) arising out of your violation of these terms, your misuse of the Platform, or your infringement of any third-party right.

14. Termination

You may stop using the Platform at any time by closing your account. We may suspend or terminate your access at any time if we believe you have violated these terms, for legal or regulatory reasons, or if the employer programme through which you access the Platform ends.

On termination, your right to use the Platform ceases immediately. Provisions of these terms that by their nature should survive termination will remain in effect, including sections on intellectual property, disclaimers, limitation of liability, and governing law.

15. Governing law and disputes

These terms are governed by the laws of the Republic of South Africa. Any dispute arising out of or in connection with these terms will first be referred to good-faith negotiation between the parties. If the dispute is not resolved within 30 days, it will be referred to mediation and, if unresolved, to the jurisdiction of the Western Cape High Court, Cape Town.

16. Changes to these terms

We may update these terms from time to time. When we make material changes, we will notify you by email or through a prominent notice on the Platform at least 14 days before the changes take effect. Your continued use of the Platform after that date constitutes acceptance of the revised terms. If you do not agree to the revised terms, you must stop using the Platform.

17. Contact us

If you have any questions about these terms or wish to raise a concern, please contact us: