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Frequently asked questions
Cancel Medicnow: The Right Way
How to cancel Medicnow and protect your health data in south africa
Understanding Medicnow and your cancellation options
Medicnow is a South African telemedicine platform that connects you with licensed healthcare professionals for virtual medical consultations, prescription management, and wellness guidance. The service operates on a monthly subscription model, with automatic debit orders drawn directly from your bank account on your billing cycle date.
You may decide to cancel for several reasons: you've switched to another telemedicine provider, your healthcare needs have changed, or you simply don't use the service frequently enough to justify the recurring monthly charge. Regardless of your reason, you hold legal rights under South African consumer law to terminate your subscription without undue penalty. Yafee has guided thousands of South African consumers through the cancellation process, and this guide will equip you with the exact steps, legal framework, and documentation practices to protect yourself throughout the process.
Why cancellation clarity matters with Medicnow
A significant issue with Medicnow is the absence of a published cancellation policy or refund terms on its public website. This lack of transparency puts you at a disadvantage: you cannot verify your cancellation deadline, understand refund eligibility, or confirm how your health data will be retained after you leave. Consequently, direct written communication with Medicnow becomes your primary protection mechanism, and meticulous documentation of every interaction is essential.
Common reasons people cancel Medicnow
Users typically cancel because they've found alternative telemedicine services, relocated to areas with better traditional healthcare access, experienced unexpected billing practices, or simply discovered insufficient value in the monthly fee. Others report that Medicnow's service quality or response times no longer meet their expectations. Whatever your circumstance, your right to cancel remains absolute under South African consumer protection law.
Your consumer rights under south african law
The Consumer Protection Act (CPA) of 2008 is your legal foundation for cancellation and dispute resolution.
What the CPA guarantees you
The Consumer Protection Act mandates that all suppliers - including Medicnow - must provide fair value, honest marketing practices, and protection against unreasonable contract terms. Under section 48 of the CPA, you have the explicit right to cancel any contract without penalty within a cooling-off period if the contract was concluded remotely (such as online or by telephone).
For distance transactions, the CPA grants you 14 calendar days from the date you conclude the contract to cancel without reason and without penalty. If Medicnow fails to provide clear cancellation terms in writing at the point of sale, this strengthens your legal position: you can argue the contract was not properly concluded and cancellation should be immediate.
Additionally, the CPA prohibits unfair contract terms that are unreasonably one-sided or create unbalanced obligations. If Medicnow's terms lock you into auto-renewal without a transparent exit clause or impose excessive cancellation fees, those terms may be unenforceable under section 52 of the CPA.
Your legal position
You have the right to cancel Medicnow without providing a reason, provided you submit your cancellation request within 14 days of your initial purchase (if this is your first billing cycle) or at any time thereafter if you provide notice. Any fees Medicnow charges for cancellation beyond the prorated balance of your current billing period may be disputed. If Medicnow continues to debit your account after your cancellation, you can lodge a chargeback with your bank and escalate to the National Consumer Commission (NCC).
Escalation routes if Medicnow refuses to cancel
If Medicnow ignores your cancellation request, denies your request without valid reason, or continues unauthorised debits after cancellation, you have formal recourse:
- Your bank: Contact your bank's disputes department and request a chargeback or reversal of unauthorised Medicnow charges. Provide copies of your cancellation email or proof of your cancellation call.
- National Consumer Commission (NCC): Lodge a formal complaint with the NCC (www.ncc.org.za) if Medicnow refuses to honour your cancellation or fails to respond within 7 business days. Include dated copies of all correspondence.
- Your credit provider: If you dispute charges on your credit card, the credit provider's fraud department can initiate a reversal process.
How to cancel Medicnow step-by-step
Because Medicnow does not publish a formal cancellation procedure on its website, you must contact the company directly using the channels below. Follow each step methodically and retain all evidence.
Step 1: prepare your cancellation request
Before you contact Medicnow, gather your account details and draft a clear, dated cancellation message. Include the following information in your request:
- Your full legal name as registered on your account.
- Your date of birth.
- The email address associated with your Medicnow account.
- Your preferred cancellation date (immediately, or a specific date if you wish to use remaining credit).
- A clear statement: "I wish to cancel my Medicnow subscription."
Step 2: submit your cancellation by email
Send your cancellation request to the official Medicnow email address provided on their website. Your email should be formal, dated, and concise:
- Address your email to [email protected].
- Use the subject line: "Cancellation Request - [Your Name] - [Account Email Address]".
- State your cancellation request clearly in the first paragraph.
- Request written confirmation of receipt and a specific cancellation date from Medicnow.
- Ask Medicnow to confirm how any outstanding balance will be handled (refund or service continuation until credit is exhausted).
- Save a copy of your email for your records and note the date and time sent.
Yafee recommends sending this email using a method that provides proof of delivery, such as Gmail's "request read receipt" feature or a certified email service.
Step 3: follow up by phone if email receives no response
If Medicnow does not respond to your email within 5 business days, call the administrative contact number to verbally confirm your cancellation:
- Call 021 422 1457 (Admin line) during business hours (typically 08:00-17:00 South African Standard Time, Monday to Friday).
- Request to speak with the customer service or billing department.
- Provide your full name, date of birth, and account email address.
- Clearly state: "I wish to cancel my Medicnow subscription effective [your date]."
- Request the name and contact details of the staff member you speak with.
- Ask them to confirm your cancellation in writing via email within 24 hours.
- Immediately after the call, send a follow-up email to [email protected] confirming the details of your phone conversation, including the staff member's name and the time of your call.
Step 4: confirm your cancellation in writing
Once Medicnow confirms your cancellation (either by return email or verbal acknowledgement), send a final confirmation email that documents the agreement:
- Address your email to [email protected].
- Reference your original cancellation request and the date Medicnow confirmed it.
- State the agreed cancellation date and any refund or credit arrangements.
- Request Medicnow to confirm in writing that no further debits will be charged after the cancellation date.
- Retain this email chain as your proof of cancellation.
Step 5: monitor your bank account for unauthorised charges
After your cancellation date, monitor your bank account or credit card statements for the next two billing cycles to ensure Medicnow has stopped all charges. If a charge appears after your confirmed cancellation date:
- Contact your bank immediately and report the charge as unauthorised.
- Provide your bank with copies of your cancellation email and Medicnow's confirmation.
- Request a chargeback or reversal of the unauthorised amount.
- If your bank refuses, escalate the dispute to the National Consumer Commission with all documented evidence.
Medicnow pricing and billing structure
Understanding Medicnow's billing model helps you anticipate refund outcomes and plan your cancellation timing.
| Billing element | Details |
|---|---|
| Subscription model | Monthly automatic debit order (recurring) |
| Debit method | Bank account or credit card linked to your account |
| Debit date | Same date each month (e.g., the 1st, 15th, or day you enrolled) |
| Refund policy | Not published - must request in writing |
| Data retention | Not specified on public website |
| Notice period to cancel | Not specified - assume immediate upon confirmation |
Since Medicnow does not publicly state whether refunds are offered for partial months, you must ask directly during your cancellation request. If you cancel mid-month, Yafee advises requesting a prorated refund for unused days. Under the CPA, you are entitled to fair value for services not yet rendered.
What happens after your Medicnow cancellation
Cancellation brings peace of mind, but a few final steps ensure your account is fully closed and your data is protected.
Confirm your service termination
Within 3 days of your cancellation date, attempt to log in to your Medicnow account. If your credentials still work, you should see a message indicating your subscription has ended. If you can still access your account and use it, contact Medicnow again to report that the cancellation was not processed.
Request confirmation of data deletion
Medicnow holds sensitive health information (medical history, prescription records, consultation notes). The Protection of Personal Information Act (POPIA) gives you the right to request deletion of your personal data within a reasonable time after contract termination. Send a separate email to [email protected] stating:
"In accordance with the Protection of Personal Information Act, I request that Medicnow delete all personal and health information associated with my account [your account email] within 30 days of my cancellation date [date]. Please confirm in writing that this deletion has been completed."
Retain your cancellation records indefinitely
Keep all emails, call notes, and bank statements showing Medicnow charges for at least 3 years. If a dispute arises later, you will need this evidence to prove you cancelled and that unauthorised charges occurred.
Common mistakes to avoid when cancelling Medicnow
Many consumers unintentionally complicate their cancellation. Stay alert to these pitfalls and you will avoid them.
Failing to send a written cancellation request
Verbal requests alone create ambiguity. Medicnow staff may not record your call, or may claim they never received your cancellation. Always submit a written email that provides a dated, retrievable record. This is your proof in any dispute with Medicnow or your bank.
Cancelling your debit order without contacting Medicnow
Some users stop the debit order with their bank instead of formally cancelling with Medicnow. This creates two problems: Medicnow still believes you are a customer and may report you for non-payment, and the company continues sending you invoices. Always cancel directly with Medicnow first, then monitor for any further charges.
Not requesting a specific cancellation date
If you don't specify a cancellation date, Medicnow may interpret your request as a request to delay cancellation until the end of the current billing period. In your email, state your preferred cancellation date explicitly: "effective immediately" or "effective 15 January 2025" (for example).
Ignoring charges after your stated cancellation date
If Medicnow continues to charge you after your confirmed cancellation date, act within 30 days. Contact your bank and lodge a dispute. The longer you wait, the harder it becomes to prove the charges were unauthorised. Yafee recommends checking your statement weekly for the first month after cancellation.
When you should keep your Medicnow subscription
Cancellation is not always the right choice. Consider keeping your subscription if you fall into one of these categories.
| Scenario | Recommendation |
|---|---|
| You use Medicnow for chronic disease management or ongoing prescriptions | Keep it - telemedicine continuity prevents gaps in treatment |
| You live in a rural area with limited GP access | Keep it - Medicnow provides access you may not otherwise have |
| You are within your 14-day cooling-off period and simply changed your mind | Keep it - use it for 2-3 weeks to assess real value |
| The monthly fee is less than a single GP consultation in your area | Keep it - cost-benefit favours the subscription |
| You have an active prescription or pending consultation booked | Keep it - allow the current treatment cycle to complete |
| You haven't used the service at all and want to try it properly | Consider keeping it - cancel within 14 days if unsatisfied after genuine use |
Refund and billing dispute resolution
Medicnow's refund policy is not transparently published, which means you must negotiate refunds directly with the company or through your bank if necessary.
Requesting a refund for unused services
If you cancel mid-month and Medicnow has already charged you for that month, request a prorated refund. Send an email to [email protected] stating:
"I cancelled my Medicnow subscription on [cancellation date]. I was charged for the full month on [billing date]. Please refund the prorated amount for [number of unused days] at [rate per day]. Please process this refund within 7 business days and confirm via email."
If Medicnow refuses, escalate to the National Consumer Commission or lodge a chargeback with your bank. The CPA requires suppliers to provide fair value; charging for services not rendered violates this principle.
Disputing unauthorised charges after cancellation
If Medicnow continues to charge you after your confirmed cancellation date, your bank can reverse these charges without requiring Medicnow's agreement. Contact your bank's disputes department immediately and provide:
- Copies of your cancellation email and Medicnow's confirmation.
- Copies of your bank statements showing the unauthorised charges.
- A written statement that you cancelled and did not authorise further debits.
Your bank will initiate a chargeback or reversal within 20 business days. If your bank refuses to reverse the charges, you can escalate to the National Consumer Commission or seek legal advice from a consumer law clinic.
Medicnow contact details and cancellation address
Medicnow operates as a telemedicine service without a published physical postal address. All cancellation requests must be submitted via email or phone using the official channels below:
| Contact method | Details |
|---|---|
| Email (primary method) | [email protected] |
| Phone (admin/billing) | 021 422 1457 (Monday-Friday, 08:00-17:00 SAST) |
| Phone (emergencies) | 086 155 5105 (for medical emergencies, not billing) |
| Physical address | Not published on website |
| Postal address | Not published on website |
If Medicnow requests cancellation documentation by post, request their physical address via email. Document this request in writing so you have evidence if the company later claims no address was provided.
How yafee can help you with your cancellation
Cancelling a subscription may seem straightforward, but when a company doesn't publish its cancellation terms, confusion and delays are common. Yafee specialises in cutting through that confusion and protecting your rights.
At Yafee (yafee.com), we have helped thousands of South African consumers navigate cancellations, disputes, and refund claims with major service providers. Our guidance is grounded in consumer law, not guesswork. When you follow Yafee's step-by-step process, you create an auditable trail of evidence that protects you if the company refuses to cooperate or if your bank needs proof of cancellation.
Medicnow's lack of a published cancellation policy is exactly the kind of consumer protection gap that Yafee addresses. By documenting your request in writing, following up systematically, and escalating through the correct legal channels, you convert a company's silence into your advantage. Yafee has guided thousands of South African consumers through similar situations, and the strategy outlined above - email confirmation, phone backup, written proof - has resolved disputes in your favour time and again.
If Medicnow refuses your cancellation or continues charging you after your termination date, Yafee's framework ensures you have the evidence and legal grounding to escalate to your bank or the National Consumer Commission with confidence. Your right to cancel is absolute under the Consumer Protection Act. Yafee exists to ensure you exercise that right fully and without obstruction.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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