Version v2 · Effective 18 August 2026
1. What this policy covers
This policy explains when you can cancel a purchase, when you can claim a refund, and how we handle each request. It applies to single VitaPrint Cycles, VitaPrint Cycles subscriptions, gift codes, and question top-ups bought through the Longaevitas Health platform. It is written to comply with the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Nothing in this policy limits any right you have under those Acts.
Longaevitas Health does not sell, supply, dispense or ship supplements or any other health product. Purchases from retailers or wellness partners mentioned on the platform are separate transactions with that retailer, and their own refund policy applies.
2. Cooling-off period for online purchases
Because you buy from us electronically, section 44 of ECTA gives you the right to cancel a transaction without reason and without penalty within seven (7) days of the date of the transaction, and to receive a refund of all payments made.
There is one important qualification, which we ask you to read carefully. Under section 42(2) of ECTA, the cooling-off right falls away for services that have begun to be performed with your express agreement before the end of the seven-day period. Your VitaPrint Cycle begins the moment you start your health assessment, add body measurements, generate your laboratory form, or upload biomarker results. If you do any of those things within the cooling-off period, you are expressly agreeing that the service has begun and the ECTA cooling-off right no longer applies. Our own refund window in section 3 continues to apply after that point, and it is more generous than the law requires.
To use the cooling-off right, email support@longaevitashealth.com within seven days of payment with your order reference. We will refund the full amount to the original payment method within 30 days.
3. Our refund window
Outside the cooling-off period, you can request a refund of 80% of what you paid, within 14 days of purchase, as long as your doctor-led VitaPrint Analysis has not yet been delivered.
The 20% we retain is a reasonable charge for payment processing already incurred and clinical capacity reserved for your cycle, as contemplated by section 17 of the CPA. It is not a penalty.
Refunds are not available once either of the following happens:
- Your doctor-led VitaPrint Analysis has been delivered to your account. At that point the clinical work has been performed in full.
- More than 14 days have passed since payment.
Unused cycles never expire. If you no longer want a refund, the cycle simply stays in your account until you are ready to use it.
4. Cancelling a VitaPrint Cycles subscription
You may cancel your subscription at any time, for any reason, without penalty. Cancellation stops all future renewals. Cycles you have already paid for remain in your account and stay available to you.
Cancel from your account settings, or email support@longaevitashealth.com. We will confirm the cancellation in writing. In line with section 14 of the CPA, cancellation takes effect twenty (20) business days after we receive your notice, or sooner if we are able to process it earlier, and we will not charge a cancellation penalty.
5. Automatic renewal
A VitaPrint Cycles subscription renews automatically every two cycles at the rate published at the time of renewal. We will notify you in writing not more than 80 and not less than 40 business days before each renewal date, setting out the renewal date, the amount that will be charged, any change to that amount, and how to cancel. This notice is given in terms of section 14(2)(c) of the CPA.
If a discount was applied to your subscription, for example an ambassador code or a medical aid partner rate, that discount is re-quoted at the rate current on the renewal date. Your renewal notice will show the exact amount.
5A. Doctor questions and Vita Energy
Doctor questions. A paid doctor question (R95) is refunded in full if you cancel it before a doctor has reviewed it, or if we cannot allocate a doctor to it. Once a doctor has reviewed your question and replied, the clinical work has been performed and the fee is not refundable, including where the answer is that you need to be examined in person by your own GP or specialist. The amount refunded is the fee quoted when the question was opened.
Vita Energy. Energy already spent is not refundable, because the work was done at the moment you sent the question or the photo. A top-up bought in error and not yet spent is refunded in full within 14 days of purchase, on request. Energy has no cash value, does not roll over between cycles, and is not transferable.
Energy top-up subscription. You may cancel a top-up subscription at any time from your account, or by emailing support@longaevitashealth.com. Cancellation stops all future charges from the next renewal date. It does not reverse a charge already taken for a top-up that has been delivered to your account.
6. Failed and duplicate payments
Duplicate charges and payments taken in error are refunded in full, without deduction, as soon as we confirm them. Contact support with the transaction reference and we will investigate within five business days.
7. Gift codes
Gift codes may be refunded in full while unredeemed, within the window in section 3. Once redeemed by a recipient, the refund rules for the underlying cycle apply and any request must come from the person who redeemed it.
8. If your cycle cannot be completed
If we are unable to deliver your doctor-led VitaPrint Analysis for a reason within our control, you may choose a full refund of that cycle or a replacement cycle at no charge. Delays caused by laboratory turnaround, or by results or information we are waiting on from you, are not treated as a failure to deliver.
9. How to claim, and how long it takes
Email support@longaevitashealth.com with your name, order reference and the reason for the request. We acknowledge within two business days and decide within ten business days. Approved refunds are paid to the original payment method within 30 days of approval.
10. If you are not satisfied
If you are unhappy with our decision, you may escalate to the National Consumer Commission or to the Consumer Goods and Services Ombud. This policy does not remove or limit your rights under the CPA or ECTA.
Longaevitas Health (Pty) Ltd, registration number 2025/413084/07, 18 Kent Road, Dunkeld West, Randburg, 2196. This policy is governed by the laws of the Republic of South Africa.