Refund and Cancellation Policy

Last updated: 6 October 2026

This policy applies to all memberships, consultations and payments made through the Loome platform, operated by Liveloome (Pty) Ltd (registration number 2026/351829/07). Please read it carefully before you pay.

1. Cancelling Your Membership

You may cancel any plan (3, 6 or 12 months) at any time, through your account settings in the app or by emailing hello@liveloome.co.za.

• Your cancellation takes effect 20 working days after we receive your notice.
• Any monthly payment that falls within those 20 working days is still due, and you keep access to the app until the end of the last month you paid for.
• No further payments are taken after your cancellation takes effect.
• There is no penalty for cancelling before the end of your plan, and we do not charge back the difference between your plan price and a shorter plan.

As a general rule, membership payments are not refunded once a billing month has started, because your access to the app and your dietitian starts at the beginning of each month. Section 7 lists the exceptions.

At the end of your plan: we notify you before your plan ends. You can choose to carry on month to month at R449 per month, choose another 3, 6 or 12-month plan, or end your membership when your plan ends. If you make no choice, your membership carries on month to month at R449 per month until you cancel. See our Terms and Conditions for details.

2. The Doctor's Consultation Fee

For the medical programme, your first payment includes the doctor's consultation fee (currently R250) and your first month's membership. Loome collects the consultation fee on behalf of the doctor. It belongs to the doctor and is not refunded once the consultation has taken place, whatever the outcome. Section 3 explains when it is forfeited before then.

3. Cancelling or Rescheduling a Doctor's Consultation

• 24 hours or more before your consultation: email hello@liveloome.co.za and we will move you to a new time free of charge. Everything you have paid carries over.
• Less than 24 hours before your consultation, or if you do not attend: the consultation fee is forfeited and paid to the doctor, who kept that time for you.

The time we receive your email decides which applies. The 24-hour rule is shown at checkout and repeated in your booking reminders.

4. After a Missed Consultation

If you miss your consultation or cancel less than 24 hours before:

• Your first month's membership stays paid and is kept for you.
• You can book a new consultation by paying the consultation fee again (R250). You will not be asked to pay your first month again.
• You must book your new consultation within 90 days of the first consultation you missed. The date you book counts, even if the consultation itself falls after the 90 days.
• If you miss a second consultation, the same rules apply, but the 90 days still count from the first consultation you missed. The deadline does not restart.
• We send reminders before your deadline.
• If you have not booked by the deadline, your booking is closed, your membership is cancelled and your first month's membership is refunded.

If you decide not to book a new time, you can reply to any of our emails, or email hello@liveloome.co.za, at any time before the deadline. We will cancel your booking and refund your first month's membership. The consultation fee is not refunded.

5. Hospitalisation or Death

If you could not attend or cancel in time because you, or a person close to you, were hospitalised or died, the consultation fee is not forfeited. Please contact us at hello@liveloome.co.za and we will reschedule your consultation free of charge or refund you. We may ask for reasonable proof.

6. If Medication Is Not Right for You

If, at your consultation, the doctor decides that medication is not appropriate for you, you can choose to:

• Move to the lifestyle programme at the same membership price, with your first month carried over; or
• Receive a refund of your first month's membership, after which your membership is cancelled.

The consultation fee is not refunded, because the consultation took place.

7. Other Refunds

We will also consider a refund of a membership payment if:

• You were charged in error;
• A technical failure on our platform prevented you from using services you paid for;
• Other exceptional circumstances apply, at our discretion.

To request a refund, email hello@liveloome.co.za with your account details and the reason. We will respond within 5 business days. Approved refunds are paid back to your original payment method through PayFast.

8. Dietitian Sessions

Your monthly dietitian session is part of your membership. If you miss a session, there is no fee and you can book a new time in the app straight away. Missed sessions are not refunded or carried over as credit.

9. Medication

Medication is dispensed and billed by a licensed pharmacy, not by Loome. Medication dispensed on a valid prescription cannot be returned or refunded, in line with South African pharmacy regulations. If you have a concern about a medication order, contact us and we will help you take it up with the dispensing pharmacy.

10. Cooling-Off Period

In line with the Consumer Protection Act 68 of 2008, if you signed up as a result of direct marketing, you may cancel within 5 business days of signing up, without penalty and without giving a reason. Please notify us in writing at hello@liveloome.co.za within that period. If a consultation has already taken place, the consultation fee is not refunded.

11. Suspension or Termination by Loome

If we suspend or end your account because you breached our Terms and Conditions, you will not be entitled to a refund for any unused part of your membership.

If we suspend or discontinue the Loome service for reasons unrelated to your conduct, we will refund the unused part of your paid membership on a pro-rata basis.

12. How to Contact Us

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

Liveloome (Pty) Ltd
Registration number: 2026/351829/07
Email: hello@liveloome.co.za
Website: liveloome.co.za