VDOC
Terms & Conditions
Please read these terms carefully before using the VDOC platform.
VDOC
Please read these terms carefully before using the VDOC platform.
VDOC is a South African technology platform that connects patients ("Users") with registered, independent healthcare providers ("Providers") for virtual (telehealth) consultations conducted via video call or telephone.
VDOC is operated by Arokiam (Pty) Ltd (trading as VDOC), a company incorporated in the Republic of South Africa. By accessing or using the platform — whether through the website (vdoc.co.za), the WhatsApp booking channel, or any related application — you agree to be bound by these Terms and Conditions ("Terms").
By registering an account, making a booking, or using the VDOC platform in any way, you confirm that you have read, understood, and agree to be bound by these Terms, as well as any applicable laws and regulations of the Republic of South Africa.
If you do not agree with any part of these Terms, you must not use the platform.
These Terms constitute the entire agreement between you and VDOC regarding your use of the platform and supersede all prior agreements or understandings.
VDOC's role is limited to:
VDOC does not employ, supervise, direct, or control any Provider. Each Provider operates as an independent practitioner and is solely responsible for the healthcare services they deliver.
No healthcare professional-patient relationship exists between Users and VDOC at any time.
You must be at least 18 years of age to register and use the platform. Persons under 18 may only use the platform with the express consent of and supervision by a parent or legal guardian, who accepts these Terms on their behalf.
When registering, you agree to provide accurate, current, and complete information including your full name, surname, identity number or passport number, email address, and telephone number. You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.
VDOC reserves the right to suspend or terminate accounts where false or misleading information has been provided.
Submitting a booking request through the VDOC platform does not constitute a confirmed appointment. An appointment is only confirmed once the Provider has accepted the request and payment has been successfully completed.
After a booking request is submitted, the Provider has a defined window of time to accept, decline, or propose an alternative time. VDOC does not guarantee that any specific Provider will accept a request or respond within any particular timeframe.
Users may cancel an appointment request before payment has been made without penalty. Once payment has been made, cancellations are subject to the refund policy set out in clause 8.
A Provider may decline a request if, in their clinical judgment, a virtual consultation is not appropriate for the User's described condition. VDOC is not liable for a Provider's decision to decline a request.
Each Provider listed on the VDOC platform is an independent healthcare professional who is:
VDOC does not accept any responsibility, liability, or accountability for any clinical decision, advice, prescription, or outcome arising from a Provider's consultation. Any dispute regarding the quality or outcome of a consultation must be directed to the Provider directly, or to the relevant professional council.
VDOC specifically does not guarantee:
VDOC will make reasonable efforts to resolve service failures but accepts no liability for any loss or damage arising from such failures.
The total consultation fee is displayed to Users before they confirm a booking and varies depending on the payment method selected:
The fee displayed at the time of booking is the amount that will be charged for the selected payment method.
VDOC accepts payment via the following methods, all processed through secure third-party payment partners:
VDOC does not accept cash payments. Card and banking details are processed and stored solely by the respective payment partner and are never retained by VDOC.
Upon acceptance of a booking by a Provider, the User is required to complete payment within the stipulated time window. Failure to pay within this window will result in automatic cancellation of the appointment.
Refunds, where approved, will be processed within 3–5 business days to the original payment method. For refund queries, contact info@vdoc.co.za.
VDOC offers medical aid billing for select schemes on GP consultations only. The availability of this option does not constitute a guarantee of payment by the medical aid.
By selecting medical aid as a payment method, the User:
VDOC does not guarantee that any medical aid claim will be accepted, processed, or paid. The User indemnifies VDOC against any loss arising from incorrect or fraudulent medical aid information provided by the User.
A virtual consultation is an online appointment with a healthcare Provider conducted via video call or telephone. Users acknowledge and accept that a virtual consultation:
VDOC explicitly does not provide emergency medical services. Neither VDOC nor any Provider listed on the platform can be held responsible for any harm resulting from a User's decision to use the platform instead of seeking emergency care.
VDOC is committed to protecting your personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and all applicable data protection legislation in the Republic of South Africa.
VDOC acts as the Responsible Party for personal information it collects from Users for the purposes of operating the platform. Providers are independent Responsible Parties for any clinical information they collect and retain during consultations, in accordance with their professional obligations.
VDOC processes your personal information on the following lawful grounds:
Under POPIA, you have the right to:
To exercise any of these rights, contact us at info@vdoc.co.za.
VDOC collects the following categories of personal information:
VDOC does not retain clinical notes, diagnoses, prescriptions, or any medical records from consultations. These remain solely with the Provider as required by their professional obligations.
Your personal information may be shared with:
VDOC does not sell, rent, or trade your personal information to any third party for marketing or commercial purposes.
VDOC retains your personal information for as long as necessary to provide the platform services and to comply with applicable legal obligations. You may request deletion of your account and associated data at any time by contacting info@vdoc.co.za, subject to any legal retention requirements.
VDOC implements reasonable technical and organisational measures to protect your personal information against unauthorised access, loss, or misuse. However, no digital system is entirely without risk and VDOC cannot guarantee absolute security.
By using the VDOC platform, you agree not to:
VDOC reserves the right to suspend or permanently ban any User who breaches these conduct requirements, without refund of any fees paid.
VDOC shall not be liable for any:
Nothing in these Terms limits VDOC's liability for fraud, gross negligence, or any other liability that cannot be excluded by law.
You agree to indemnify, defend, and hold harmless VDOC, its directors, employees, agents, and service providers from and against any claim, loss, damage, cost, or expense (including legal fees) arising from:
If you have a complaint relating to the VDOC platform itself — such as a payment issue, technical problem, or administrative concern — please contact us at:
Email: info@vdoc.co.za
We will acknowledge your complaint within 2 business days and endeavour to resolve it within 7 business days. Complex matters may take longer and we will keep you informed of progress.
Complaints regarding the clinical care, conduct, or advice provided by a Provider must be directed to the Provider directly in the first instance. If unresolved, Users may lodge a complaint with the relevant professional council:
If a Provider does not attend a confirmed, paid appointment, please contact VDOC at info@vdoc.co.za as soon as possible. We will investigate and process a refund of the Provider's fee where applicable, in accordance with clause 8.
All Providers operating on the VDOC platform are required to comply with the rules, ethical guidelines, and standards of their applicable professional council at all times. VDOC conducts registration verification of Providers but does not monitor or supervise individual consultations.
Providers are individually responsible for maintaining their registration status, professional indemnity insurance, and compliance with telehealth-specific guidelines issued by their council.
VDOC reserves the right to remove any Provider from the platform who is found to be in breach of their council's rules, is suspended or struck off, or who otherwise fails to meet VDOC's platform standards.
Users may request confirmation of a Provider's registration status directly from the applicable professional council.
VDOC reserves the right to update or amend these Terms at any time. Where changes are material, VDOC will endeavour to notify registered Users by email or a notice on the platform prior to the changes taking effect. The updated Terms will be posted on this page with a revised effective date.
Your continued use of the platform after the effective date of any amended Terms constitutes your acceptance of those changes. If you do not agree to the amended Terms, you must stop using the platform.
These Terms are governed by and construed in accordance with the laws of the Republic of South Africa. Any dispute arising from or in connection with these Terms or the use of the VDOC platform shall be subject to the exclusive jurisdiction of the courts of the Republic of South Africa.
Before resorting to litigation, the parties agree to attempt to resolve any dispute through good-faith negotiation or, failing that, through mediation.
For all queries, complaints, or data subject requests, please contact VDOC at:
For Information Regulator complaints: www.justice.gov.za/inforeg