Terms and Conditions

01

About these Terms

These Terms and Conditions govern use of the Rugare Medical website, online services and digital platforms. They apply when you browse the website, request an appointment, submit an enquiry, contact a healthcare or pharmacy service, enquire about or apply for medical insurance or short-term insurance, request corporate health services, make an online payment, or create and use an online account where available.

By using the website or submitting information through an online service, you agree to use the platform in accordance with these Terms. Service-specific scheme rules, prescriptions, quotations, provider terms, policy documents or written agreements may also apply.

About Rugare Medical

Rugare Medical, also known as Hlalani Kuhle, provides healthcare, medical insurance, pharmacy, insurance and related support services. The registered company is Rugare Medical Aid (Private) Limited, Entity Number 94800A0132026, registered and incorporated in Zimbabwe.

02

Healthcare information and appointments

General information is not personal medical advice

Website information about illnesses, treatments, medicines, screening, medical insurance or healthcare services is general information. It does not replace a consultation, diagnosis, treatment, prescription, emergency assessment or advice from a qualified healthcare professional. Individual treatment decisions require an appropriate clinical assessment.

Appointment requests require confirmation

Submitting an appointment form does not automatically confirm a booking unless the booking system expressly issues immediate confirmation. Rugare Medical reviews your preferred service, date and time and contacts you about availability. Do not attend based only on an unconfirmed online request.

If you cannot attend, contact Rugare Medical as soon as reasonably possible. Some services may have additional cancellation, preparation, referral or scheduling requirements, which should be communicated when the service is confirmed.

Availability, referrals and partners

Services remain subject to clinical assessment, staff and appointment availability, equipment or medicine availability, referrals, location, partner-provider availability, medical insurance authorisation and other practical or clinical requirements. Website information is not a guarantee that a particular treatment, test, medicine or professional is immediately available.

Some services are provided directly and others involve specialists, laboratories, insurers or healthcare partners. An independent provider may determine its own availability, assessment, eligibility and service requirements, and may ask you to accept its terms.

03

Pharmacy services

Rugare Medical provides pharmacy support that may include prescription dispensing, over-the-counter products, chronic medication support and medication counselling.

Prescriptions and medicine availability

Prescription-only medicines require a valid prescription where applicable. Submitting a prescription does not guarantee acceptance, stock, fulfilment, delivery or medical insurance approval. An authorised pharmacy professional may need to review the prescription before medication is supplied.

Medicine availability, prices, packaging and product presentation may change. Where verified live stock is not displayed, contact the Pharmacy team before travelling or relying on availability. Follow the instructions supplied with medicines and healthcare products and seek professional guidance where appropriate.

Online pharmacy orders

Where online ordering is enabled, an order is not necessarily accepted merely because it was submitted. Rugare Medical may need to verify stock, prescription requirements, payment and collection or delivery availability before confirming it.

04

Medical insurance plans and applications

Medical insurance plans for individuals, families and organisations may have different contributions, benefit and annual limits, waiting periods, gap-cover provisions, exclusions, authorisation requirements and eligibility rules. Formal scheme rules and confirmed membership terms determine the final benefits—not a website summary or comparison tool.

Pricing and plan information

Rates and benefit schedules may change. A displayed effective date identifies the relevant schedule period. Before joining, review the current contribution, benefit schedule, scheme rules, waiting periods and exclusions.

Applications are reviewed before activation

Submitting an application does not create active membership. An application may be submitted, reviewed, returned for additional information or medical review, approved, placed into first-payment and membership processing stages, and then activated. The exact process depends on the applicable scheme requirements.

Applicants must provide accurate and complete personal, dependant, previous-medical-insurance, banking, medical-history, document and declaration information. Materially false, misleading or incomplete information may affect an application or membership under the applicable scheme rules.

Medical insurance consultations

A consultation helps explain available options. It does not guarantee acceptance, a particular benefit, treatment authorisation, claim acceptance, or continued availability of a plan or price. Applicants remain responsible for reviewing the applicable scheme information.

05

Short-Term Insurance services

Rugare Medical provides Short-Term Insurance information and support for cover underwritten by Old Mutual. Areas may include motor, home and contents, business, travel, personal accident, gadgets and electronics, goods in transit and Contractor’s All Risk.

Enquiries and quotations do not create cover

Insurance cover begins only after the relevant requirements have been met and Old Mutual confirms that the policy is active. Old Mutual determines price, eligibility, exclusions, excesses, limits and policy conditions. Review the final policy documents before accepting cover.

Claims

Claims remain subject to the relevant policy. Rugare Medical may provide administration and claims support, while final assessment rests with Old Mutual.

06

Corporate health services

Corporate and occupational health support may include pre-employment medicals, employee wellness programmes, on-site screening, annual check-ups and occupational assessments. An engagement may be once-off, per employee or provided under an annual contract.

A corporate enquiry does not create a binding agreement. Services become confirmed after the parties agree the scope, participant numbers, location, schedule, pricing, payment arrangements and other requirements. A separate proposal, quotation or written agreement may apply.

07

Prices, payments and refunds

Prices vary by service and may be based on an assessment, session, agreed package or quotation. Payment methods may include bank transfer, mobile payment platforms, cash, medical insurance billing arrangements and corporate invoicing. Invoice-based services may carry payment terms of 7 to 30 days unless otherwise agreed in writing.

Online payments

An approved payment gateway, financial institution or payment service provider may process online payments. Treat a transaction as successful only when the relevant payment process confirms it. A pending display does not necessarily mean payment is complete. Keep your receipt or transaction reference.

Refunds

Refund eligibility depends on the service, payment, provider terms and circumstances. Where a refund is approved, Rugare Medical will explain the process. These Terms do not remove any applicable refund, cancellation or consumer right. Read the Consumer Protection Act on ZimLII.

08

Customer accounts and acceptable use

Where customer or member accounts are available, provide accurate registration information, use a secure password, keep credentials confidential and report suspected unauthorised access. Rugare Medical may reasonably restrict or suspend access to protect users, information or the platform.

You must not misuse the platform

• Commit fraud, impersonate another person or submit deliberately false information.
• Attempt unauthorised access, interfere with security or upload malicious software.
• Abuse forms, communications or payment systems.
• Use another person’s medical or personal information without appropriate authority.
• Use the platform in a way prohibited by applicable law.

09

Communications and personal information

When you provide contact details and choose a communication method, Rugare Medical may contact you about the relevant appointment, pharmacy request, medical insurance application, payment, insurance enquiry, corporate service or support request. Service communications do not automatically enrol you in unrelated promotional marketing.

Email and WhatsApp are convenient but should not be used unnecessarily for highly sensitive medical information. Follow Rugare Medical’s secure-submission instructions for prescriptions, clinical documents and confidential records.

Personal information is handled under the Privacy Policy and applicable data-protection requirements. Read the Privacy Policy and Cookie Policy. Read the Cyber and Data Protection Act on ZimLII.

Intellectual property

Unless stated otherwise, original Rugare Medical text, branding, logos, graphics, page designs, photographs, documents and service information may not be copied, republished or commercially reused without appropriate permission. Third-party material remains subject to its owner’s rights and licence terms.

10

Website availability, accuracy and responsibility

Temporary interruption may occur because of maintenance, hosting or network failures, security work, technical upgrades, payment-provider outages, third-party service outages or events outside reasonable control. Use another published contact channel when an online service is unavailable.

The website may link to maps, WhatsApp, payment providers, medical insurance providers, insurers, healthcare partners or social networks. Independent platforms operate under their own terms and privacy practices. Rugare Medical is not responsible for their independent operation merely because a link or integration appears here.

Rugare Medical aims to keep services, prices, plans, contacts and opening hours current, but operational information changes. Confirm information that is important to treatment, payment, insurance, medical insurance cover or an appointment before relying on it.

Balanced limitation of responsibility

Rugare Medical remains responsible for its obligations under applicable law. To the extent permitted by law, it is not responsible for loss caused solely by matters outside its reasonable control, including independent systems or services over which it has no operational control. Nothing excludes liability where exclusion would be unlawful or removes applicable consumer rights.

Service standards

11

Complaints, service changes and updates

Contact Rugare Medical as soon as reasonably possible about a healthcare service, appointment, pharmacy service, medical insurance application, insurance enquiry, payment, privacy concern, customer service issue or website experience. Provide enough information to identify the matter, but avoid unnecessary confidential medical information in a general enquiry.

Rugare Medical may reasonably introduce, update, suspend or discontinue website features or services. Medical insurance, short-term insurance or partner services may also change because of a provider, scheme, regulator or service arrangement. Appropriate updates should be published or communicated where relevant.

These Terms may be updated when services, payment systems, digital workflows or legal and regulatory requirements change. The current version and effective date will be published here. An update does not affect rights or obligations that arose before it took effect.