Last updated: 6 October 2026
These Terms and Conditions govern your use of the Loome platform, including the website at liveloome.co.za and the patient application at myloome.co.za, operated by Liveloome (Pty) Ltd (registration number 2026/351829/07) ("Loome", "we", "us", or "our"). By accessing or using our platform, booking a consultation or paying for a membership, you agree to be bound by these terms.
These terms apply to individual members. Loome for Teams, our workplace programme, is governed by separate terms agreed with each employer.
Loome is a telehealth weight management platform. We connect members with HPCSA-registered dietitians and, where appropriate, independent HPCSA-registered doctors, supported by the Loome app.
We do not provide emergency medical services. In a medical emergency, please call 112 (cell phone) or 10177 (ambulance), or go to the emergency department of your nearest hospital.
Loome offers three programmes. The programme you join depends on your answers to our eligibility questionnaire and, for the medical programme, the outcome of your doctor's consultation.
To use the Loome platform, you must:
For the medical programme, you must also not be pregnant or breastfeeding, and must have a BMI of 30 or above, or a BMI of 27 or above with a weight-related medical condition such as type 2 diabetes, hypertension or dyslipidaemia.
Information you give in the questionnaire is self-reported. For the medical programme, the doctor confirms your eligibility, including your weight, height and BMI, at your consultation. The doctor may decide that medication is not appropriate for you.
Loome may decline or discontinue services to anyone who does not meet these criteria, or for whom participation would not be clinically appropriate.
Your Loome membership includes:
Your membership does not include doctor consultations or medication. These are paid separately, as set out in sections 6 and 8.
You choose a 3-month, 6-month or 12-month plan. Each plan is billed monthly, and the monthly price depends on the plan you choose:
The same prices apply to all three programmes. Current prices are also shown on our pricing page and at checkout before you pay. We will tell you about any price changes before they take effect. A price change never applies to the remainder of a plan you have already started.
Your plan does not stop automatically at the end of its term. Before it ends, we will notify you in writing of the date it ends and what happens next. You can then choose to:
If you do not make a choice, your membership carries on month to month at R449 per month from the day after your plan ends. You can cancel at any time after that with 20 working days' notice. You keep the same payment method throughout, so you do not need to enter your card details again.
All prices are in South African Rand (ZAR). Payments are processed securely by PayFast. By subscribing, you authorise us to charge your payment method every month for your membership, in line with the plan you chose.
Your monthly membership billing starts from the day you get access to the Loome app. How your first payment works depends on your programme:
You may cancel any plan at any time by giving 20 working days' notice. There is no penalty for cancelling before the end of your plan. Full details are in our Refund and Cancellation Policy.
You book your monthly dietitian session in the app, at least 24 hours in advance. Your next session can be booked 21 days after a session you attended.
If you miss a dietitian session, there is no fee and you can book a new time straight away. Missed sessions are not refunded or carried over as credit.
When you book your doctor's consultation, you make one payment that covers:
The price breakdown is shown at checkout before you pay. From your second month, you pay only your monthly membership. The doctor's fee is not included in your monthly membership.
Doctors on the Loome platform are independent, HPCSA-registered practitioners. They exercise their own clinical judgement, and the decision to prescribe medication is theirs alone. Liveloome (Pty) Ltd does not direct clinical decisions. The consultation fee belongs to the doctor, whether or not medication is prescribed. The doctor issues an invoice in their own name, which you may submit to your medical scheme.
You may cancel or reschedule your consultation free of charge by emailing hello@liveloome.co.za at least 24 hours before it starts. If you cancel less than 24 hours before, or do not attend, the consultation fee is forfeited and paid to the doctor. Our Refund and Cancellation Policy explains how to book a new time and what happens to your first month's membership.
Follow-up consultations with the doctor, for example for repeat prescriptions or side effects, are paid once-off at the doctor's consultation fee when you book them.
In the referred programme, your own doctor remains responsible for your diagnosis, prescription and dosing. Loome does not prescribe medication to you or change your treatment. You pay the same membership as other members.
Loome does not sell medication. Where medication is prescribed by a doctor, it is dispensed by a licensed South African pharmacy, which bills you directly. Loome receives no payment or commission from any pharmacy.
For the medical programme, our default pharmacy is Medipost, which delivers to you. With your consent, the doctor sends your prescription to Medipost. You may choose your own pharmacy instead.
Loome only supports SAHPRA-registered medication from licensed pharmacies. We do not support compounded medication. The prescribing of medication is always at the sole discretion of the treating doctor.
We ask for your consent at specific points, and keep a record of what you agreed to and when.
Messages about your care, bookings, payments and account are not marketing. We send these to all members, and they cannot be switched off while you are a member.
By registering on the Loome platform and accessing clinical services, you acknowledge and consent to the following:
By using Loome, you agree to:
Information on our platform is for general information and clinical support. It does not replace a diagnosis from your own healthcare professional.
All content on the Loome platform, including text, graphics, logos and software, is the property of Liveloome (Pty) Ltd or its licensors and is protected by intellectual property laws. You may not reproduce, distribute or create derivative works from our content without our prior written consent.
Our collection and processing of your personal and health information is governed by our Privacy Policy, which forms part of these Terms and Conditions.
Your use of the Loome platform does not create any partnership, joint venture, employment or agency relationship between you and Liveloome (Pty) Ltd or any Loome clinician. You may not enter into any contract on our behalf or bind us in any way.
Loome does not guarantee that the platform will be available at all times. Access may be interrupted for maintenance, technical issues or reasons beyond our control. If you have trouble accessing the platform, please contact us at hello@liveloome.co.za.
To the maximum extent permitted by South African law, Liveloome (Pty) Ltd is not liable for any indirect, incidental or consequential loss arising from your use of the platform. Our total liability to you for any claim will not exceed the amount you paid to Loome in the three months before the claim. Amounts collected on behalf of a doctor are not amounts paid to Loome.
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot be limited under the Consumer Protection Act 68 of 2008.
We may suspend or end your access to the platform if you breach these Terms and Conditions, or if continued access would not be clinically appropriate. You may end your membership at any time as described in section 4.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions continue in full force. The invalid provision will be changed to the minimum extent needed to make it valid, keeping its original intent.
You may not assign or transfer any of your rights or obligations under these Terms and Conditions without our prior written consent. We may assign our rights and obligations under these terms.
We may update these Terms and Conditions from time to time. We will notify you of material changes by email or by a notice on the platform before they take effect. Continued use of the platform after a change takes effect means you accept the revised terms.
These Terms and Conditions are governed by the laws of the Republic of South Africa, and any disputes are subject to the jurisdiction of the South African courts.
If you have any questions about these Terms and Conditions, please contact us:
Liveloome (Pty) Ltd
Registration number: 2026/351829/07
Email: hello@liveloome.co.za
Website: liveloome.co.za