In plain English
UVUNTU is a booking platform that helps you find and book appointments with healthcare providers in Zimbabwe. When you book through us, you're paying UVUNTU Health Pty Ltd (a company based in Australia) for the service of matching you with a provider, scheduling the appointment, confirming it happened, and handling the payment side of things.
The clinical care itself comes from the provider you booked with — not from UVUNTU. We don't give medical advice, and we're not responsible for clinical decisions made by providers.
All our prices are in US dollars (USD). When you pay, a small payment processing fee is added on top — we show you the exact total before you confirm. After your appointment, we pay the provider on our own terms with them, separately from your booking.
If something goes wrong, you can complain through our Dispute Resolution Policy, and you keep all the rights you have under Australian Consumer Law and Zimbabwe's Consumer Protection Act. Nothing in these Terms takes those rights away.
1. Who we are and what this agreement is
1.1Us. UVUNTU Health Pty Ltd, an Australian company (ACN [ACN to be inserted], ABN [ABN to be inserted]), trading as UVUNTU Health. References to "UVUNTU", "we", "us", and "our" mean UVUNTU Health Pty Ltd.
1.2You. The person who registers for a UVUNTU account and makes a Booking through our Platform. References to "you" and "your" mean you, the Booker.
1.3What this agreement is. These Terms of Service, together with our Privacy Policy, Acceptable Use Policy, Refund, Cancellation and Rescheduling Policy, and Dispute Resolution Policy (each available at uvuntu.com), form the binding agreement between you and us when you use our Platform. If you disagree with any of them, don't use the Platform.
1.4How you accept these Terms. You accept these Terms by creating an account, making a Booking, or continuing to use the Platform after we notify you of changes. We keep a record of the version you accepted and when.
2. What UVUNTU does, and what it doesn't do
2.1UVUNTU is a booking platform. We provide infrastructure for finding, scheduling, confirming, and paying for appointments with healthcare providers. When you make a Booking, you are paying UVUNTU for these booking services: matching you with an available provider, scheduling the appointment, verifying that the appointment took place, providing a way to resolve disputes, and verifying that listed providers are registered with the relevant professional council in Zimbabwe.
2.2Clinical care is provided by the provider. The clinical service itself — the consultation, examination, diagnosis, treatment, advice, or any other aspect of your care — is provided by the provider or the organisation listed on our Platform. Those providers are contracted separately with us to deliver care through the Platform, and they are responsible for the quality, safety, and appropriateness of the care they provide.
2.3We don't give medical advice. UVUNTU does not provide medical advice. Nothing on our Platform, in our communications, or from our support team should be treated as clinical guidance. If you have a medical question, speak to a registered healthcare provider. If you have a medical emergency, contact your local emergency services — do not wait for a booking.
2.4We verify registration, not clinical quality. Before a provider is listed on our Platform, we check that they are registered with the relevant Zimbabwean professional regulator (such as the Medical and Dental Practitioners Council of Zimbabwe for doctors) and in good standing at that time. We do not audit their clinical practice, review their treatment outcomes, or assess their quality of care. The provider's own professional qualifications, experience, and conduct are their responsibility and are regulated by their professional body.
3. Booking services we provide to you
3.1Booker account. To use the Platform, you need to register for an account. You must provide accurate information, keep your login details secure, and notify us promptly if you suspect your account has been accessed without your authority. You are responsible for activity on your account.
3.2Making a Booking. You can search for providers by service type, availability, and (where applicable) organisation. Once you've chosen an appointment, you confirm the booking and pay. We confirm the booking by sending you a Redemption Code (see clause 5) and the appointment details by email, and by SMS if we have a mobile number for you or the Patient.
3.3Patient who isn't you. If you're booking on behalf of someone else (a Patient who is not you — your child, a family member, a person in your care), you warrant that you have authority to make the booking on their behalf and to share the information needed to complete it. The Patient's own consent to clinical care and to the clinic's handling of their health information is collected by the provider at the appointment — we don't substitute for that.
3.4You're not booking for an emergency. The Platform is for scheduled appointments. It is not suitable for emergencies. By making a Booking, you confirm that the Patient is not in a medical emergency. If the Patient is, contact emergency services immediately.
3.5Auto-assignment for some organisations. Some healthcare organisations on our Platform operate on an auto-assignment basis. This means when you book with the organisation, the organisation decides which of its providers will see the Patient, based on availability and service type. If a booking you make is with an auto-assigning organisation:
- We'll tell you at booking time that auto-assignment applies.
- The specific provider will be revealed to you at or before the time we confirm your booking, or if that's not possible, at least 12 hours before the appointment.
- You may cancel the booking for a full refund within 24 hours of the provider being revealed to you, or up until 12 hours before the appointment, whichever comes first.
- If the assigned provider becomes unavailable and the organisation substitutes another of its providers, we'll tell you as soon as we know, and the same cancellation right applies.
3.6Rescheduling. You can reschedule a booking through the Platform, subject to the provider's availability and the rules in our Refund, Cancellation and Rescheduling Policy. The Redemption Code for the original booking carries over; its expiry is recalculated from the new appointment time.
4. Prices, fees, and payment
4.1Currency. All prices on our Platform are in US dollars (USD). If your card is issued in another currency, your card issuer will convert the amount at their exchange rate — that conversion is between you and your card issuer, and UVUNTU is not involved in or responsible for the rate they apply.
4.2What you pay. When you book an appointment, you pay:
- The appointment price (set by the provider or their organisation).
- A payment processing fee (passed through from our payment processor, Stripe).
Both amounts are shown separately on the checkout screen, and the total is shown before you confirm the booking. What you see at checkout is what you pay.
4.3How you pay. We accept payment through Stripe using major debit and credit cards. When you confirm a booking, the total is charged to the card you use at checkout.
4.4What UVUNTU receives. The appointment price becomes UVUNTU's revenue when you pay it. We keep a platform service fee of 12% of the appointment price as consideration for the booking services described in clause 2.1. We pay the remainder to the provider under our separate agreement with them, once our internal eligibility criteria (see clause 5) are met. You are not paying the provider directly; we are paying them under our own contractual arrangement with them.
4.5No hidden fees. We do not add any fees beyond what's shown at checkout. If the provider charges for anything outside the booked service (for example, medications prescribed during the appointment), that is a separate matter between you and the provider and is not part of your agreement with UVUNTU.
5. The Redemption Code
5.1What the Code is. When we confirm your booking, we issue a short Redemption Code. The Code is how we confirm that the appointment actually happened. The provider redeems the Code at the time of the appointment, and redemption is one of the signals we use to decide whether the provider is eligible for payment.
5.2What the Code is not. The Code is not a medical record, not a clinical signoff, not a receipt for services rendered, and not a consent to anything beyond what's in these Terms. It is simply evidence that the appointment took place.
5.3Delivery. The Code is sent to you by email, and by SMS if we have a mobile number. If the Patient is a different person and we have their contact details, they also receive a copy. The Code is visible in your account's booking details.
5.4Who can redeem the Code. At the appointment, any active provider at the organisation where the booking was made can redeem the Code — not necessarily the specific provider you booked with. For example, if the provider you booked is delayed and a colleague at the same clinic sees the Patient instead, that colleague can redeem the Code. This reflects how clinics typically operate. If a different provider ends up seeing the Patient and you're not comfortable with the substitution, cancel under clause 3.5 or 6.
5.5Expiry. The Code expires 7 days after the scheduled appointment time if it hasn't been redeemed. We may extend this period in individual cases at our discretion, for example if there's been a genuine issue with redemption at the clinic. If the Code expires without redemption, our internal process (clause 7) decides what happens to the booking and the payment.
5.6Resends. If you don't receive the Code or lose it, you can request a resend through the Platform. We limit resends to prevent abuse (currently three per booking).
6. Cancellations, refunds, and rescheduling
6.1Summary. The headline rules are:
- You can cancel a booking at any time, but the refund you receive depends on how close to the appointment you cancel.
- If the provider cancels, you get a full refund.
- If the appointment doesn't happen because of something we control (a Platform failure, a double charge), we refund you.
- If you don't attend without cancelling, our no-show rules apply.
Our Refund, Cancellation and Rescheduling Policy at uvuntu.com has the detailed rules. The key dates and amounts are in that policy, which forms part of these Terms.
6.2How refunds are paid. When you're entitled to a refund, we refund the amount to the original payment method you used for the booking. Refunds typically appear on your card statement within 5–10 business days, depending on your card issuer.
6.3Refunds after the provider has been paid. In some situations, a refund becomes due after we've already paid the provider for the booking (for example, if fraud is proven after the fact, or the provider turns out not to have delivered the service despite our signals saying they did). We still process your refund, and we handle recovery from the provider under our separate agreement with them. You don't need to chase the provider; you deal with UVUNTU. Policy pending — OQ-v5.2-001 — the full rules for post-payout refunds are being finalised and will be published in the Refund Policy once complete.
6.4Chargebacks. If you raise a chargeback with your card issuer, Stripe will notify us and we'll respond with the evidence we have (typically the booking record and whether the Code was redeemed). We don't charge you any administrative fee for raising a chargeback, and we don't penalise you financially for doing so. If chargebacks on your account follow a pattern we believe is abusive (for example, repeated disputes on attended appointments), we may suspend your account under clause 10 — but we won't try to recover money from you for the chargeback itself.
6.5Your consumer rights are preserved. Nothing in this clause or in our Refund Policy limits any rights you have under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) or the Zimbabwe Consumer Protection Act [Chapter 14:14] that cannot be excluded by agreement. If a term of these Terms is inconsistent with those rights, the statutory right applies.
7. How we confirm a booking has been delivered
7.1Our eligibility process. We confirm a provider is eligible for payment when two things happen:
- The provider (or the organisation's booking system) marks the appointment as Completed.
- The Redemption Code is redeemed.
Both signals together indicate to us that the appointment was delivered. This is our internal process, not something you need to do.
7.2When signals don't match. If only one signal arrives (for example, the provider marks Completed but no one redeems the Code), the payment is paused and we investigate. After an appropriate period, a senior member of our team reviews the booking, considers any evidence (from you, the provider, or both), and decides whether the provider is eligible for payment. Our decisions in these cases are based on published criteria and are audit-logged.
7.3Your role. You don't need to mark anything as complete or redeem anything yourself. If something seems wrong (you attended but the Code wasn't redeemed, or the Code was redeemed but you didn't attend), let us know through our support channels and we'll look into it.
8. Data and privacy
8.1Privacy Policy. How we handle your personal information, and the information about any Patient you book for, is described in our Privacy Policy at uvuntu.com/privacy. Please read it — it forms part of this agreement.
8.2What we hold, and what we don't. UVUNTU is the data controller for everything we collect through the booking platform — your account, your booking history, and limited information about any Patient you book for. We do not collect clinical information about the Patient (diagnoses, treatment notes, test results, or anything recorded at the appointment). That information is held by the clinic under its own privacy arrangements. For access to clinical records, you contact the clinic directly.
8.3Cross-border transfer. Our Platform operates from Australia using Australian cloud infrastructure. If you're in Zimbabwe (or another country), your information is transferred to Australia for processing. We have safeguards in place for this transfer, described in the Privacy Policy.
8.4Communications. We send you transactional messages (booking confirmations, Codes, reminders, policy notices) by email and SMS — you can't opt out of these while you have an active booking, because they're part of delivering the service. For marketing or promotional messages, you can opt out at any time.
9. Your obligations and prohibited uses
9.1What you promise. By using the Platform, you promise that:
- The information you provide is accurate, current, and complete.
- You're at least 18 years old, or using the Platform with the supervision of an adult who has agreed to these Terms.
- If you're booking for a Patient who isn't you, you have authority to do so.
- You'll use the Platform only for genuine healthcare bookings, not for any other purpose.
- You won't misuse the Platform — see the Acceptable Use Policy for the detailed list.
9.2Prohibited conduct. You must not:
- Use the Platform to defraud UVUNTU, any provider, any other booker, or any third party.
- Use the Platform to attempt to send money to someone (we are not a money transfer service).
- Access the Platform through automated means (scraping, crawling, bots) without our written permission.
- Attempt to reverse-engineer, disrupt, or overload the Platform.
- Impersonate anyone or misrepresent your relationship with a Patient.
- Use the Platform in a way that breaches Australian, Zimbabwean, or other applicable law — including sanctions law.
- Harass, abuse, or threaten providers, our staff, or other users.
The full Acceptable Use Policy at uvuntu.com/aup has further detail.
10. Suspension and termination
10.1Suspension by us. We may suspend or terminate your account, with or without notice depending on the circumstances, if:
- We reasonably believe you've breached these Terms or the Acceptable Use Policy.
- We detect a pattern of activity on your account consistent with fraud or abuse (including abusive chargeback patterns).
- You appear on a sanctions list, or we have reasonable concerns about sanctions compliance.
- A regulator or law enforcement agency requires us to.
- There's a safety concern involving you, a Patient, or a provider.
10.2Process. Where it's safe and appropriate to do so, we'll tell you we've suspended your account and why, and give you a chance to respond. Where there's an urgent safety, security, or legal reason, we may act first and explain afterwards.
10.3Termination by you. You can stop using the Platform at any time. If you want your account deleted entirely, contact us at
[email protected]. We'll explain what we can delete and what we're required to keep (for example, financial records for tax purposes).
10.4What survives termination. The following clauses survive termination: 2 (what UVUNTU does and doesn't do), 6.5 (your consumer rights), 8 (data and privacy), 11 (liability), 14 (governing law and disputes), 15 (general).
11. Our responsibility to you
11.1We take our responsibilities seriously. We make reasonable efforts to provide the Platform reliably, keep your information secure, and resolve problems fairly. But our responsibility is limited, as follows.
11.2We are not responsible for clinical care. The quality, safety, and outcome of the clinical care you receive is the provider's responsibility, not ours. If you have a concern about clinical care, raise it directly with the provider, and if necessary with the relevant professional regulator in Zimbabwe (such as the Medical and Dental Practitioners Council). You may also raise it with us and we'll help you find the right channel — but we can't investigate or adjudicate clinical matters.
11.3Limit on our liability. Subject to clause 11.4, our total liability to you for all claims relating to a single booking is limited to the greater of:
- The amount you paid for that booking, and
- USD $100 per incident.
11.4What the limit doesn't cover. The limit in clause 11.3 does not apply to:
- Liability for death or personal injury caused by UVUNTU's own negligence.
- Liability for fraud or wilful misconduct by UVUNTU.
- Any liability that cannot be excluded or limited under applicable consumer protection law (including the Australian Consumer Law and the Zimbabwe Consumer Protection Act).
11.5Third parties. The Platform may include links or references to third parties (such as your card issuer, or external websites). We're not responsible for those third parties' conduct or content.
11.6Things outside our control. We're not liable for failures caused by events outside our reasonable control, such as internet outages, banking system disruptions, regulatory actions affecting payment rails, currency controls, sanctions changes, or natural disasters. We'll make reasonable efforts to communicate and resolve any such issues.
12. Complaints and dispute resolution
12.1Raising a complaint. If you have a complaint about UVUNTU or about a booking, you can contact us at
[email protected], through the in-Platform complaint form, or through our support channels. Our Dispute Resolution Policy at uvuntu.com explains the process, typical timelines, and what to expect.
12.2Our commitment. We aim to acknowledge your complaint within 2 business days and to reach a decision within 30 days for straightforward matters, longer for complex ones. We'll keep you updated along the way. Every complaint is logged and tracked in our system.
12.3External avenues. If you're not satisfied with how we've handled your complaint, you can raise it externally:
- For consumer matters in Australia: the Australian Competition and Consumer Commission (ACCC) at accc.gov.au.
- For consumer matters in Zimbabwe: the Consumer Council of Zimbabwe.
- For privacy matters: the Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ) for CDPA matters, or the Office of the Australian Information Commissioner (OAIC) for Privacy Act matters.
- For clinical care matters: the relevant Zimbabwean professional regulator.
- For court action: the appropriate court of competent jurisdiction (see clause 14).
Nothing in these Terms requires you to use a private arbitration or other alternative process instead of these public channels.
13. Intellectual property
13.1Our IP. We own the Platform, the UVUNTU name and logo, and the underlying software, content, and design. Nothing in these Terms transfers any of that to you. You may use the Platform for its intended purpose, but you don't get any rights in our IP beyond that.
13.2Your content. You keep ownership of anything you submit to us (your account information, booking details, complaint content). You grant us a licence to use that information to provide the service, handle disputes, comply with law, and improve the Platform (subject to the Privacy Policy).
14. Governing law and jurisdiction
14.1Governing law. These Terms are governed by the laws of New South Wales, Australia, and the laws of Australia that apply in New South Wales.
14.2Jurisdiction. The courts of New South Wales (and the courts that can hear appeals from them) have non-exclusive jurisdiction to hear disputes arising from these Terms. This doesn't prevent you from bringing a claim in a court of your home country if local law allows, and nothing in this clause limits your non-waivable rights to bring a claim where local law gives you the right to do so.
15. General
15.1Changes to these Terms. We may change these Terms from time to time. Where changes are material, we'll give you at least 14 days' notice by email and by a notice on the Platform. If you don't accept the changes, you can stop using the Platform and we'll refund any unused prepaid amounts. Continued use after the notice period is acceptance.
15.2Assignment. You can't assign your rights or obligations under these Terms. We may assign ours to a successor (for example, in a corporate restructure or sale), as long as the successor agrees to these Terms.
15.3Severability. If any part of these Terms is found to be unenforceable, the rest stays in force.
15.4No waiver. If we don't enforce a right straight away, that doesn't mean we've given it up.
15.5Entire agreement. These Terms, together with the Privacy Policy, Acceptable Use Policy, Refund, Cancellation and Rescheduling Policy, and Dispute Resolution Policy, are the entire agreement between you and us about the Platform. They override anything said verbally or in earlier versions.
15.6Language. The English version of these Terms is the authoritative version. If we provide translations (for example, into Shona or Ndebele for convenience), the English version prevails in case of any inconsistency.