Refund and Cancellation Policy

Last updated: 26 June 2026

This policy applies to all subscriptions and purchases made through the Loome platform, operated by Liveloome (Pty) Ltd (registration number 2026/351829/07). Please read this policy carefully before subscribing.

1. Subscription Cancellation

You may cancel your Loome subscription at any time by contacting us at [email protected] or through your account settings on the platform.

• Cancellations take effect at the end of your current billing period.
• You will retain access to the platform until the end of the period for which you have already paid.
• No further charges will be made after your cancellation takes effect.

2. Refunds

As a general rule, subscription fees are non-refundable once a billing period has commenced, as access to clinical services and the platform is provided from the start of each period.

However, we will consider refund requests on a case-by-case basis in the following circumstances:

• You were charged in error;
• A technical failure on our platform prevented you from accessing services you paid for;
• You were assessed as clinically ineligible after payment was taken and no services were rendered;
• Other exceptional circumstances at our discretion.

To request a refund, please email [email protected] with your account details and the reason for your request. We will review your request and respond within 5 business days.

3. Medication Orders

Medication dispensed through a licensed pharmacy on the basis of a valid prescription cannot be returned or refunded, in accordance with South African pharmacy regulations. If you have a concern about a medication order, please contact us and we will assist you in engaging with the dispensing pharmacy directly.

4. Cooling-Off Period

In accordance with the Consumer Protection Act 68 of 2008, if you entered into your subscription agreement as a result of direct marketing, you have the right to cancel the agreement within 5 business days of entering into it, without penalty and without reason. To exercise this right, please notify us in writing at [email protected] within the applicable period.

5. Account Suspension or Termination by Loome

If we suspend or terminate your account due to a breach of our Terms and Conditions, you will not be entitled to a refund for any unused portion of your subscription period.

If we suspend or discontinue the Loome service for reasons unrelated to your conduct, we will provide a pro-rata refund for any unused portion of your paid subscription period.

6. How to Contact Us

For any questions about this policy or to initiate a cancellation or refund request, please get in touch:

Liveloome (Pty) Ltd
Registration number: 2026/351829/07
Email: [email protected]
Website: liveloome.co.za