Last updated: 3 August 2026

At Linea Vitae Genetics, I want you to feel confident when booking and paying for a consultation. This policy explains when refunds may be provided, how cancellations and rescheduling are handled, and how approved refunds are processed.

Consultation Fees

Consultation fees must be paid in full when booking or before the scheduled consultation. Payment may be made securely through PayFast when booking online or by EFT.

A booking reserves dedicated consultation time, as well as the preparation and review required beforehand. Refunds therefore depend on the notice provided:

• Cancellation more than 24 hours before the consultation: You may receive a full refund or reschedule your appointment at no additional cost.
• Cancellation within 24 hours of the consultation: The full consultation fee will be retained and is non-refundable, subject to applicable law.
• Missed appointment: If you do not attend your appointment without prior notice, the full consultation fee will be retained and is non-refundable.

These charges apply because appointments cancelled at short notice cannot always be offered to another patient.

Rescheduling

Appointments may be rescheduled free of charge when more than 24 hours’ notice is provided.

Rescheduling within 24 hours of the appointment is subject to a fee equal to 50% of the consultation cost. Half of the original payment will be applied to the new appointment, and the remaining 50% will need to be paid before the rescheduled consultation.

Cancellation or rescheduling fees will not apply where the patient cannot attend due to their hospitalisation or death, in accordance with applicable law.

Genetic Testing

Genetic testing is performed and billed by an external laboratory. Laboratory fees are separate from the genetic counselling consultation fee and are subject to the laboratory’s own cancellation and refund policies.

Linea Vitae Genetics cannot refund payments made directly to a laboratory. Where applicable, I will assist you in contacting the laboratory regarding its refund process.

Cancellation by Linea Vitae Genetics

If I need to cancel your consultation or a technical problem on my side prevents an online consultation from proceeding, I will arrange a new appointment at no additional cost.

If a suitable alternative appointment cannot be arranged, you will receive a full refund of the consultation fee.

Requesting a Refund

To request a refund, please email info@lineavitaegenetics.co.za and include:

• Your full name
• The date of the scheduled consultation
• Your payment or booking reference
• The reason for your request

I aim to acknowledge refund requests within two business days.

Processing of Refunds

Approved refunds will be returned using the original payment method wherever possible. PayFast payments will be refunded through PayFast, while EFT payments will be returned to the verified bank account from which payment was received.

Approved refunds will generally be initiated within five business days. The time taken for the funds to reflect may vary depending on your bank or payment provider.

Contact

For questions about this policy, please contact:

Linea Vitae Genetics
Email: info@lineavitaegenetics.co.za
Somerset West, Western Cape, South Africa