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Frequently asked questions
Cancel Affinity Health: Step-by-Step Guide
How to cancel Affinity Health in south africa and protect your money
Understanding Affinity Health and why you might want to leave
Affinity Health is a South African subscription-based healthcare provider that delivers day-to-day medical benefits, hospital cover and telemedicine services through modular membership plans. The service targets individuals and families seeking affordable private healthcare access without the premium cost of traditional medical aid schemes.
What Affinity Health offers
You receive preventive care support, virtual GP consultations and access to a network of hospitals across South Africa. Plans range from basic day-to-day cover starting at R929 per month to comprehensive combined packages exceeding R2,000 monthly. The Innovator range offers lower-cost telehealth options for members prioritising virtual consultations over extensive hospital networks.
Affinity Health operates as a day-to-day healthcare provider rather than a traditional medical aid scheme, which means your membership covers routine medical expenses and scheduled hospital procedures but does not function as comprehensive medical insurance. Your benefits depend entirely on your chosen plan tier.
Common reasons to cancel your membership
Your circumstances change, and your healthcare provider should adapt with you. You may cancel Affinity Health if you are switching to another medical aid scheme, relocating abroad, reducing your household expenses, or finding that the coverage gaps no longer suit your health needs. Rising premiums, limited network access in your area or changes to your employment status all justify a review of your membership.
Cancellation is your legal right as a consumer. Yafee recognises that sometimes a healthcare provider stops serving your best interests. If you have decided to leave, knowing your legal protections and cancellation deadline ensures you reclaim money you are entitled to and avoid paying for coverage you do not use.
Your consumer rights under south african law
South African consumer protection law provides you with specific rights when cancelling a healthcare subscription service like Affinity Health.
The cooling-off period and full refunds
South Africa's Consumer Protection Act (CPA), effective since 2011, grants you a 31-day cooling-off period from the date you sign your Affinity Health policy. During this window, if you cancel and have not used any benefits, you are entitled to a full refund of all premiums paid. This legal protection exists specifically to protect consumers who change their minds about subscription services.
You do not need to justify your cancellation within this period. You do not need Affinity Health to agree with your decision. The right is yours automatically under Section 5(3)(f) of the CPA. Document the refund promise in writing by requesting confirmation from Affinity Health's customer service that no claims have been processed under your name.
Your legal position: Within 31 days of joining, you have an unconditional right to cancel and receive a full refund. Affinity Health must honour this right regardless of whether you have accessed services.
Your protections after day 31
Once the cooling-off period expires, the CPA still protects you from unfair contract terms and misleading practices. Affinity Health cannot retroactively change plan terms or charge hidden fees in retaliation for your cancellation notice. If Affinity Health attempts to charge you after your cancellation date, you have grounds to lodge a complaint with the Financial Sector Conduct Authority (FSCA).
Keep every piece of written correspondence. Screenshots of emails, copies of payment receipts and cancellation confirmations form your evidence if a dispute arises. Yafee recommends treating your cancellation file as seriously as you would a medical record. You may need it to prove your case to the FSCA or in small claims court.
How to cancel Affinity Health step by step
You must follow formal written procedures to ensure your cancellation is legally binding and enforceable.
Step 1: contact customer support by phone
Affinity Health requires written notice for all cancellations. This is a formal requirement in their policy terms, which means verbal cancellations or social media messages carry no legal weight. You must use one of the official channels below.
- Call Affinity Health's customer support line at 0861 11 00 33 during business hours (Monday to Friday, 08h00 to 17h00)
- Request a cancellation form or written cancellation procedure
- Ask for the specific email address where you should send written cancellation notice
- Request a reference number for your cancellation request
- Take careful notes of the agent's name, date and time of your call
- Ask whether Affinity Health will confirm your cancellation in writing by email
Step 2: submit written cancellation notice
Following your phone call, you must send written notice to Affinity Health. This creates a documented record that protects you if disputes arise later.
- Compose an email or formal letter containing your full details
- Include your full name, membership number and email address
- State clearly: "I wish to cancel my Affinity Health membership effective immediately"
- Include the date you are requesting cancellation
- Request written confirmation of your cancellation and any refund due
- If within 31 days of joining, state: "I am exercising my right to cancel within the cooling-off period and claim a full refund under the Consumer Protection Act"
- Send this email to the address provided by customer support (typically [email protected])
- Use registered email or certified mail if sending by post
- Keep a copy of your email for your records
- Note the exact date and time you send the notice
- Request a read receipt from Affinity Health
- This proves they received your cancellation notice
- If they do not respond within 5 business days, follow up with a second email
Step 3: confirm cancellation in writing
Affinity Health should respond within 5 to 10 business days with written confirmation of your cancellation and refund status.
- Await Affinity Health's written response
- They must confirm your cancellation date
- They must state whether you are eligible for a refund and the amount
- They must provide the timeline for processing your refund (usually 5 to 10 business days)
- If you do not receive a response within 10 business days, contact them again by phone and email
- State in writing that you have not received cancellation confirmation
- Request immediate written acknowledgement of your cancellation request
Step 4: monitor your bank account for refunds
Once Affinity Health confirms your cancellation, they must process your refund within the timeframe stated in their response.
- Check your bank account for refund deposits
- Refunds typically appear within 5 to 10 business days of confirmation
- If you cancelled within the cooling-off period, you should receive a full refund of all premiums paid
- If you cancelled after day 31, refund eligibility depends on your plan terms and whether you have made claims
- If the refund does not arrive within the stated timeframe, contact customer support again
- Request a refund status update and bank reference number
- Ask them to trace the refund with their banking partner
Affinity Health pricing and plan options
Understanding your plan cost helps you calculate what refund you should expect if you cancel within the cooling-off period.
| Plan name | Monthly cost (ZAR) | Coverage type | Best for |
|---|---|---|---|
| Innovator Starter | R929 | Telehealth only | Virtual GP access on a budget |
| Day-to-day cover (basic) | R1,200 to R1,500 | Routine medical expenses | Preventive care and GP visits |
| Day-to-day plus hospital | R1,800 to R2,200 | Day-to-day plus limited hospital | Families seeking comprehensive cover |
| Premium combined | R2,500 and above | Full hospital network access | High-utilisation families and chronic disease cover |
Your actual monthly cost depends on your age, family composition and chosen plan tier. Yafee advises you to review your payment statements to confirm the exact amount you are being charged, as this figure forms the basis of your refund calculation if you cancel within 31 days.
When to expect your refund after cancellation
The refund timeline depends on when you cancel relative to your join date and your plan terms.
Refunds within the cooling-off period
If you cancel within 31 days of joining Affinity Health, you are entitled to a full refund of all premiums paid, provided you have not made any claims or used any benefits. Affinity Health must process this refund within 10 to 15 business days of receiving your written cancellation notice.
Yafee recommends requesting this confirmation in writing immediately after you submit your cancellation. Ask Affinity Health to confirm in their response email that your account is claims-free and eligible for a full refund.
Refunds after day 31
Once your cooling-off period expires, refund eligibility depends on your membership agreement terms. Most Affinity Health plans do not provide refunds for unused monthly premiums after day 31. However, you remain entitled to cancel at any time, and Affinity Health must honour your cancellation request and cease charging you immediately.
Check your membership terms document to confirm whether your specific plan allows pro-rata refunds (refunds for the unused portion of your current month). Yafee advises you to cancel on the first day of a billing cycle to minimise forfeited premiums if pro-rata refunds are available.
Common mistakes to avoid when cancelling
Cancellation errors can delay your exit or cost you money, but they are entirely avoidable if you know what to watch for.
Mistake 1: using verbal or informal cancellation channels
Telling a customer service agent on the phone that you want to cancel, without following up in writing, creates no legal record. Affinity Health's systems may not log your verbal request, and you will have no proof if they continue charging you.
Always send written cancellation notice by email or registered mail. This creates an enforceable record that stands up to dispute if Affinity Health claims they never received your cancellation request.
Mistake 2: cancelling via social media or messaging apps
Messages sent through WhatsApp, Facebook or Twitter are informal and carry no legal weight under consumer protection law. Affinity Health is not obligated to treat these as formal cancellation notices.
Use only official contact channels: phone calls (with follow-up email) or direct email to their customer support address. Yafee emphasises that formal channels exist to protect both you and Affinity Health.
Mistake 3: failing to request written confirmation
Do not assume your cancellation has been processed because customer support said so. Request written email confirmation that includes your cancellation date and refund status. This protects you if Affinity Health disputes your cancellation later or continues charging you.
Mistake 4: not keeping copies of all correspondence
Screenshots, email records and payment statements are your evidence if a dispute arises. Delete nothing from your email inbox. Store copies of cancellation confirmations in a separate folder or cloud storage.
If Affinity Health disputes your cancellation or refuses to process a refund, you will need this documentation to file a complaint with the Financial Sector Conduct Authority (FSCA) or take legal action.
What happens after your cancellation is confirmed
Your membership does not end immediately on the date you request cancellation; it ends on the date Affinity Health confirms it or at the end of your current billing cycle, whichever comes first.
Affinity Health must stop charging you
Once you receive written cancellation confirmation, Affinity Health must cease all charges to your bank account or payment method. If you see a charge after your confirmed cancellation date, contact your bank and dispute the transaction immediately.
Provide your bank with a copy of Affinity Health's written cancellation confirmation. Your bank can reverse the charge under the National Payment System (NPS) rules and dispute resolution procedures.
Your membership access ends
You lose access to telehealth consultations, hospital networks and day-to-day benefits on your cancellation effective date. If you need emergency medical care after cancellation, ensure you have alternative healthcare cover in place (another medical aid scheme, hospital plan or emergency insurance).
Do not cancel Affinity Health until you have confirmed that your new healthcare provider's cover is active. A gap in cover, even of a few days, leaves you vulnerable to unexpected medical costs.
Request copies of your medical records
Before your access ends, request copies of any medical records or consultation summaries from Affinity Health. They are legally required to provide these within 30 days of your request under the Protection of Personal Information Act (POPIA).
You may need these records if you switch to another healthcare provider and want to avoid duplicate assessments or provide your new provider with your medical history.
Your escalation options if Affinity Health refuses to cancel
Affinity Health must comply with your cancellation request. If they refuse, delay or ignore your request, you have legal remedies available.
Filing a complaint with the financial sector conduct authority
The FSCA is the South African regulator responsible for overseeing healthcare providers like Affinity Health. If Affinity Health refuses to honour your cancellation request or continues charging you after cancellation, lodge a formal complaint with the FSCA.
You can file a complaint online at www.fsca.org.za or by post to the FSCA Consumer Ombudsman office. Include copies of all correspondence with Affinity Health, your cancellation request email, their response (or lack thereof), and evidence of ongoing charges.
The FSCA investigates complaints free of charge and has the power to compel Affinity Health to refund you and cease unfair practices. Yafee clients have used this route successfully when companies refused to process cancellations.
Pursuing a small claims court action
If Affinity Health refuses to refund money owed to you and the amount is under R15,000, you can file a claim in your local magistrate's court under the Small Claims Procedure. This process is faster and cheaper than formal litigation.
Provide the court with your cancellation request email, Affinity Health's response (or proof they ignored it), and bank statements showing continued charges. The court can order Affinity Health to refund you and award costs against them.
Approaching your bank for a chargeback
If Affinity Health continues charging you after your confirmed cancellation date, contact your bank and request a reversal of the unauthorised charges. Your bank can dispute these transactions under NPS rules.
Provide your bank with written proof of your cancellation request and Affinity Health's confirmation. Most banks process chargebacks within 10 to 20 business days.
Checklist for cancelling Affinity Health safely
Use this step-by-step checklist to ensure you cancel correctly and protect your refund entitlement.
| Action | Deadline | Status |
|---|---|---|
| Call Affinity Health on 0861 11 00 33 and request cancellation details | Within 7 days of deciding to cancel | [ ] Complete |
| Write down the agent's name, date, time and reference number | During your phone call | [ ] Complete |
| Send written cancellation email to [email protected] | Within 1 day of your phone call | [ ] Complete |
| Request and save the read receipt from Affinity Health | Within 2 hours of sending your email | [ ] Complete |
| Receive written cancellation confirmation from Affinity Health | Within 10 business days | [ ] Complete |
| Check your bank account for refund (if within cooling-off period) | Within 15 business days of confirmation | [ ] Complete |
Comparing cancellation timelines across healthcare providers
Understanding how Affinity Health's cancellation process compares to other providers can help you make an informed decision.
| Provider | Cooling-off period | Cancellation method | Refund timeline |
|---|---|---|---|
| Affinity Health | 31 days | Written notice required | 10-15 business days |
| Clicks Clinics | 30 days | Phone or email | 5-10 business days |
| Discovery Health | 30 days (medical aid) | Written notice only | 20-30 business days |
| Medicross Primary Care | 14 days | Phone or online portal | 5-7 business days |
| Dis-Chem Health | 30 days | Online portal or phone | 10 business days |
Affinity Health offers a longer cooling-off period (31 days) than most competitors, which works in your favour if you are cancelling within your first month. However, their requirement for written notice means your cancellation process takes slightly longer than with providers who accept phone cancellations.
Why yafee helps you cancel faster and safer
Navigating cancellation procedures, consumer rights and refund timelines can be confusing, especially when companies use formal language or create barriers to cancellation. Yafee specialises in helping South African consumers understand their rights and execute cancellations correctly.
Our legal team analyses your specific situation, ensures you meet all legal deadlines, and provides templates for written cancellation notices that stand up to scrutiny. Yafee has helped thousands of consumers cancel healthcare subscriptions, medical aid schemes and wellness memberships while protecting their refund entitlements.
If Affinity Health refuses to honour your cancellation or delays your refund, Yafee connects you with escalation pathways and provides evidence templates for FSCA complaints or small claims court actions. We know how companies operate, what language works, and when legal action becomes necessary.
Contact details for Affinity Health cancellations
Use these official channels to submit your cancellation request.
Affinity Health customer support:
- Phone: 0861 11 00 33 (Monday to Friday, 08h00 to 17h00 SAST)
- Email: [email protected]
- Website: www.affinityhealth.co.za
Financial Sector Conduct Authority (FSCA) complaint:
- Website: www.fsca.org.za
- Email: [email protected]
- Post: Consumer Ombudsman, FSCA, PO Box 74592, Linde, Johannesburg, 2104
Always use registered mail or certified email when sending cancellation notices to Affinity Health. Keep copies of every document, screenshot and confirmation. Yafee recommends saving this article for reference and revisiting the cancellation checklist before you submit your written request.
Your right to cancel is enshrined in South African consumer law, and Affinity Health must honour it. By following this procedure carefully and documenting every step, you protect yourself from billing disputes and ensure you reclaim any refund you are entitled to. Yafee has helped thousands of consumers take control of their subscriptions and reclaim their money. Now it is your turn to do the same.