Legal

Terms & Conditions

Last updated: 29 April 2026

These Terms and Conditions (“Terms”) govern the use of services provided by The Speech & Hearing Hub (“the Practice”, “we”, “us”), a private healthcare practice registered with the Health Professions Council of South Africa (HPCSA) and operating from Johannesburg, South Africa. By booking an appointment or using our services, you (“the Patient” or “the Guardian”) agree to these Terms.

These Terms are governed by South African law, including the Consumer Protection Act 68 of 2008 (CPA), the National Health Act 61 of 2003, the Health Professions Act 56 of 1974, and HPCSA Professional Rules.

1. Services

The Practice offers speech-language therapy and audiology services, including but not limited to: assessments, diagnostic evaluations, individual therapy, group therapy, hearing aid fittings, tinnitus management, and related clinical services. The specific services provided will be agreed upon between the clinician and the patient (or guardian) prior to commencement.

All clinicians are registered with the HPCSA and practise within their registered scope of practice. Services are provided in accordance with current evidence-based clinical guidelines and HPCSA ethical rules.

2. Informed Consent

In accordance with Section 6 of the National Health Act 61 of 2003 and HPCSA Booklet 4 (Ethical Rules of Conduct), no assessment or treatment will be commenced without your informed consent. You have the right to:

Receive a clear explanation of the proposed assessment or treatment, its purpose, likely benefits, and any risks
Ask questions and receive honest, complete answers before consenting
Decline or withdraw consent at any time without penalty to your care
A second opinion from another registered health professional

Consent may be given verbally or in writing. For certain procedures, written consent will be required and will be documented in your clinical record.

Minor Patients

Where the patient is a child under the age of 18 years, informed consent must be provided by a parent or legal guardian, who will also be responsible for all fees and administrative obligations. In limited circumstances, a minor above a certain age of maturity may consent to certain treatment independently, in accordance with the Children’s Act 38 of 2005 and the National Health Act. The clinician will assess competency on a case-by-case basis.

3. Appointments and Cancellations

Booking

Appointments may be booked via our website, telephone, WhatsApp, or email. A booking is confirmed once you receive written or verbal confirmation from the Practice.

Cancellation by the Patient

We kindly request a minimum of 24 hours’ notice for cancellations or rescheduling. This allows us to offer the appointment to another patient in need of care.

Cancellations with 24 hours or more notice: No charge.
Cancellations with less than 24 hours notice or no-shows: A cancellation fee of up to 50% of the scheduled session fee may be charged, except where cancellation is due to a documented medical emergency or circumstances beyond your control.

In accordance with Section 17 of the Consumer Protection Act 68 of 2008, you have the right to cancel a service agreement at any time, subject to reasonable cancellation costs as set out above. We will never charge a cancellation fee that exceeds the actual costs incurred as a direct result of late cancellation.

Cancellation by the Practice

In the unlikely event that we need to cancel or reschedule your appointment, we will notify you as early as possible and offer an alternative time at your convenience. No cancellation fee will be charged in this case.

Repeated Non-attendance

Consistent non-attendance or repeated short-notice cancellations may affect your ability to book future appointments and may result in discharge from the Practice, with appropriate notice given.

4. Fees and Payment

Fee Schedule

Our fees are set in accordance with the HPCSA recommended fee guidelines and are available on request prior to your first appointment. Fees may be updated periodically with reasonable notice.

Payment

Payment is due at the time of service unless a prior arrangement has been made. We accept cash, EFT, and card payments. Accepted payment methods will be confirmed when you book.

Medical Aid

We are registered with major South African medical aid schemes. Please bring your medical aid card and membership details to your first appointment. Where we submit claims on your behalf, we do so with your authorisation. Please note:

You are ultimately responsible for all fees incurred, including any amounts not covered or reimbursed by your medical aid.
Medical aid benefits, co-payments, and tariff rates are determined by your scheme and not by the Practice.
We cannot guarantee that all services will be covered by your specific plan. We recommend confirming your benefits with your scheme before your appointment.
Outstanding amounts not settled by your medical aid within 30 days become your personal liability.

Overdue Accounts

Accounts overdue by more than 30 days may be referred to a collections process. We will always contact you first to resolve the matter directly.

5. Refunds

In accordance with Section 20 and Section 53 of the Consumer Protection Act 68 of 2008:

If you have paid in advance for a service that we are unable to deliver, you are entitled to a full refund of the prepaid amount.
If a service was not rendered to the agreed standard and we are unable to remedy the situation, you may be entitled to a partial or full refund as applicable.
Refunds will be processed within 15 business days of the agreed refund date, via EFT to your nominated bank account.

Refunds do not apply to sessions that have been delivered as agreed, or to cancellation fees legitimately incurred under Clause 3 above.

6. Confidentiality

All clinical information is treated as strictly confidential in accordance with the National Health Act 61 of 2003, HPCSA ethical obligations, and POPIA. Information will not be disclosed to any third party without your written consent, except:

Where required by law or court order
To prevent a serious, imminent threat to your life or the life of another
To your medical aid for billing purposes (with your authorisation)
To other treating healthcare professionals on a need-to-know, consent basis

For full details, please refer to our Privacy Policy.

7. Patient Responsibilities

To enable us to provide effective care, we ask that you:

Provide accurate and complete information about your health history and current condition
Inform us promptly of any changes in your health status, medications, or circumstances that may affect your treatment
Attend scheduled appointments on time, or provide timely notice of cancellation
Participate actively in your treatment plan and home programme as recommended by your clinician
Treat all Practice staff with courtesy and respect

8. Online Shop

Products purchased through our online shop are subject to the following terms in addition to the Consumer Protection Act:

Prices are displayed in South African Rand (ZAR) and include VAT where applicable.
Free delivery within Johannesburg applies to orders over R400. Orders below R400 attract a delivery fee of R60.
We accept returns of unused, unopened products within 7 days of receipt, in accordance with the CPA.
For hygiene reasons, opened ear care products cannot be returned unless defective.
Defective products will be replaced or refunded in full within 15 business days.

9. Limitation of Liability

To the extent permitted by South African law:

The Practice is not liable for any harm arising from a patient’s failure to follow clinical advice, home programme recommendations, or treatment plans.
The Practice is not liable for outcomes resulting from incomplete or inaccurate information provided by the patient or guardian.
Nothing in these Terms limits our liability for gross negligence, wilful misconduct, or any liability that cannot lawfully be excluded under the Consumer Protection Act or any other applicable law.

Our professional indemnity insurance is maintained in accordance with HPCSA requirements.

10. Complaints and Dispute Resolution

We are committed to resolving complaints promptly and fairly. If you have a concern:

Contact us directly — speak to your clinician or contact our practice manager at hello@speechandhearinghub.co.za or 011 275 0019. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days.
HPCSA — if your complaint relates to professional conduct, you may lodge a formal complaint with the Health Professions Council of South Africa at www.hpcsa.co.za.
National Consumer Commission — if your complaint relates to consumer rights under the CPA, you may contact the National Consumer Commission at www.thencc.org.za.

These Terms are governed by the laws of the Republic of South Africa. Any disputes not resolved by mutual agreement will be referred to the appropriate South African court with jurisdiction.

11. Amendments

We reserve the right to amend these Terms from time to time. Amendments will be published on our website with an updated date. Where changes are material, we will notify active patients with at least 14 days’ notice. Continued use of our services after the effective date of an amendment constitutes acceptance of the revised Terms.

Questions about these Terms? Contact us at hello@speechandhearinghub.co.za or call 011 275 0019.