Terms & Conditions

1. Introduction and Acceptance

Welcome to epicentre.org.za (the "Website"), operated by Epicentre Research NPC (Registration No. 2007/003117/08), a registered South African Non-Profit Company ("Epicentre Research", "we", "us", or "our"). Walk-in laboratory services are provided by Epicentre Aids Risk Management (Pty) Ltd (VAT No. 4370234918), a wholly owned subsidiary of Epicentre Research NPC, trading as Epicentre Walk-In Labs.

By accessing or using this Website, placing an order for any product or service, booking a laboratory appointment, or submitting any personal information through the Website, you agree to be bound by these Terms and Conditions ("Terms"). If you do not agree to these Terms, you must discontinue use of the Website immediately.

These Terms should be read together with our Privacy Policy and Refund Policy, both of which are available on the Website and form part of this agreement.

We reserve the right to amend these Terms at any time. The "Last updated" date at the top of this page indicates when the most recent changes were made. Your continued use of the Website after any amendment constitutes acceptance of the revised Terms.

2. About Epicentre

2.1 Our Entities

Epicentre Research NPC (Registration No. 2007/003117/08, Tax No. 9160512167) is a registered Non-Profit Company and the primary operator of this Website. It conducts health research, manages the e-commerce platform for home test kits, and coordinates treatment partner referrals.

Epicentre Aids Risk Management (Pty) Ltd (VAT No. 4370234918) is a private company and wholly owned subsidiary that operates the walk-in laboratory branches in Hillcrest (Durban), Observatory (Cape Town), and Parktown North (Johannesburg), trading as Epicentre Walk-In Labs.

2.2 Business Contact Details

• Full legal name: Epicentre Research NPC
• Registration number: 2007/003117/08
• VAT number (Epicentre Aids Risk Management (Pty) Ltd): 4370234918
• Tax reference number (Epicentre Research NPC): 9160512167
• Registered office: 2 Knelsby Avenue, Hillcrest, Durban, KwaZulu-Natal, 3610
• Postal address (Pty Ltd): PO Box 464, Parklands, 2121
• Telephone: +27 31 880 2150 (Durban) | +27 21 201 1658 (Cape Town) | +27 82 065 2172 (Johannesburg)
• Email: loading
• WhatsApp: +27 72 843 7564
• Website: https://epicentre.org.za
• Practice number: 1117394

3. Scope of Services

3.1 What We Provide

Epicentre provides diagnostic laboratory testing services, including walk-in blood testing at our physical branches, home-to-lab sample collection kits delivered via courier, and functional health reporting through our Optimal DX (ODX) analysis system. We also facilitate referrals to independent healthcare practitioners through our Treatment Partner network.

3.2 What We Do Not Provide

Any information provided on this Website, including blog articles, educational guides, and test descriptions, is for general informational and educational purposes only and should not be considered a substitute for professional medical advice, diagnosis, or treatment.

You should always consult a qualified healthcare professional before making decisions about your health, starting or stopping any medication, or acting on any information provided through our services.

3.3 Treatment Partner Referrals

Epicentre facilitates referrals to independent, registered healthcare practitioners ("Treatment Partners") who operate their own practices and are solely responsible for any diagnoses, prescriptions, or treatment they provide. Epicentre does not employ, supervise, or control the clinical decisions of Treatment Partners. A referral by Epicentre does not constitute an endorsement of any specific treatment, medication, or clinical outcome.

4. Eligibility and User Obligations

You must be at least 18 years of age or have the consent of a parent or legal guardian to use this Website and purchase our services. By placing an order, you confirm that the information you provide is accurate, complete, and current, and that you have the legal capacity to enter into a binding agreement.

You agree not to use this Website for any unlawful purpose, to impersonate any person or entity, to submit false or misleading information, to interfere with the operation of the Website, or to attempt to gain unauthorised access to any system or data.

5. Orders, Payment, and Pricing

5.1 Placing an Order

All prices displayed on the Website are in South African Rand (ZAR) and include Value Added Tax (VAT) at the prevailing rate unless otherwise stated. We reserve the right to change prices at any time without prior notice, but price changes will not affect orders that have already been confirmed.

An order is confirmed once payment has been successfully processed. We will send an order confirmation to the email address you provide. If we are unable to fulfil your order for any reason, we will notify you as soon as reasonably possible and arrange a full refund.

5.2 Payment Methods

We accept payment via credit card (Visa and Mastercard), debit card, instant EFT (electronic funds transfer), and Buy Now Pay Later (Payflex), subject to availability. All card and EFT payments are processed through PCI DSS-compliant third-party payment gateways. Epicentre does not store your credit card details on our servers.

If you select Payflex (Buy Now Pay Later), your purchase will be split into four equal interest-free instalments. Your use of Payflex is subject to Payflex's own terms and conditions and a credit approval process managed entirely by Payflex.

5.3 Walk-In Laboratory Appointments

Walk-in laboratory appointments are booked through our online scheduling system. Payment for walk-in tests may be made at the branch via card, cash, EFT, medical aid, or Payflex. Pricing for walk-in tests may differ from home test kit pricing.

5.4 Medical Aid

Epicentre accepts most major South African medical aids at our walk-in branches. Medical aid claims are subject to your specific plan benefits, available funds, and your medical scheme's approval. Where a medical aid claim is partially or fully rejected, you remain responsible for the outstanding balance.

5.5 Student and Pensioner Discounts

Epicentre offers a 10% discount to verified students (through Varsity Vibe) and verified pensioners at our walk-in branches. Discounts cannot be combined with other promotions or applied retrospectively. Proof of eligibility may be requested.

6. Home Test Kits: Delivery, Collection, and Return

6.1 Delivery

Home test kits are dispatched via medical courier in discreet, unmarked packaging. Delivery timeframes are estimates only and are not guaranteed. Epicentre is not liable for delays caused by the courier service, incorrect addresses provided by the customer, or circumstances beyond our reasonable control.

6.2 Sample Collection and Return

Each home test kit includes detailed sample collection instructions, the required collection materials, and a prepaid return courier label. You are responsible for following the collection instructions carefully, packaging the sample as directed, and arranging courier pickup within the timeframe specified in the kit instructions.

6.3 Results Delivery

Test results are delivered electronically via the method selected during ordering (email or WhatsApp). Turnaround times vary by test type and are provided as estimates only.

7. Cancellation, Returns, and Refund Policy

7.1 Cooling-Off Period (Consumer Protection Act)

In accordance with Section 44 of the CPA, you have the right to cancel an order for a home test kit within 5 (five) business days of receiving the kit, provided the kit is unopened, unused, and in its original sealed condition. To exercise this right, contact us at loading or WhatsApp +27 72 843 7564 with your order number.

7.2 Opened or Used Kits

Home test kits that have been opened, partially used, or where the seal has been broken cannot be returned or refunded for health and safety reasons, in accordance with Section 44(3)(d) of the CPA.

7.3 Defective or Incorrect Kits

If you receive a kit that is damaged, defective, or incorrect, please contact us within 48 hours of delivery with a photograph. We will arrange a replacement or full refund.

7.4 Walk-In Appointment Cancellations

Walk-in appointments may be rescheduled or cancelled at no charge. If blood has already been drawn and sent for processing, the service is considered rendered and no refund will be issued.

7.5 Refund Processing

Approved refunds will be processed within 10 (ten) business days using the original payment method. For full details, see our Refund Policy.

8. Intellectual Property

All content on this Website, including text, graphics, logos, images, photographs, icons, software, and the compilation thereof, is the property of Epicentre Research NPC or its content suppliers and is protected by South African and international copyright, trademark, and intellectual property laws.

You may not reproduce, distribute, modify, create derivative works of, publicly display, republish, download, store, or transmit any material from this Website without our prior written consent.

9. Privacy and Data Protection

Your privacy is important to us. Our collection, use, storage, and disclosure of your personal information is governed by our Privacy Policy and by the Protection of Personal Information Act 4 of 2013 ("POPIA").

By using this Website and our services, you acknowledge that we process special personal information (including health data and biometric information) as defined in Section 26 of POPIA. This processing is necessary for the provision of diagnostic testing services and is carried out with your explicit consent.

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, destruction, or damage.

10. Disclaimer and Limitation of Liability

10.1 Health Information Disclaimer

The information provided on this Website is for general informational and educational purposes only. It is not intended to be medical advice, a medical diagnosis, or a recommendation for any specific test, treatment, or course of action.

10.2 Test Results Disclaimer

Laboratory test results are produced by SANAS-accredited partner laboratories using validated methodologies. However, all diagnostic tests have inherent limitations, including the possibility of false positive or false negative results. No diagnostic test is 100% accurate in all circumstances.

10.3 Limitation of Liability

To the maximum extent permitted by South African law, Epicentre Research NPC, Epicentre Aids Risk Management (Pty) Ltd, their directors, officers, employees, and agents shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from or related to:

• Your use of, or inability to use, the Website or our services
• Any reliance on information provided on the Website without consulting a qualified healthcare professional
• Any errors, inaccuracies, or omissions in the content of the Website
• Delays, interruptions, or failures in the delivery of results or test kits
• Any actions taken or not taken by Treatment Partners to whom you are referred
• Any unauthorised access to or alteration of your personal information, except where caused by our gross negligence

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under South African law, including your statutory rights under the Consumer Protection Act.

11. Third-Party Services and Links

This Website may contain links to third-party websites, services, or resources. These links are provided for your convenience only and do not imply endorsement or responsibility for the content, products, or services of any third-party site.

12. Website Availability and Technical Issues

We aim to keep the Website available at all times but do not guarantee uninterrupted access. The Website may be temporarily unavailable due to scheduled maintenance, system upgrades, technical failures, or events beyond our reasonable control (including load shedding, internet service disruptions, or cyber incidents).

13. Electronic Communications

By providing your email address, mobile number, or WhatsApp number, you consent to receiving electronic communications from Epicentre related to your orders, test results, appointment confirmations, and service-related updates.

If you have opted in to marketing communications, you may unsubscribe at any time by clicking "Unsubscribe" in any marketing email, replying "STOP" to any marketing SMS or WhatsApp message, or contacting us at loading.

In accordance with ECTA, electronic communications, including these Terms, have the same legal effect as written documents signed in person.

14. Complaints and Dispute Resolution

If you have a complaint, please contact us at loading or by telephone. We will acknowledge your complaint within 2 (two) business days and endeavour to resolve it within 10 (ten) business days.

If you are not satisfied with our resolution, you may refer the matter to:

• The Consumer Goods and Services Ombud (CGSO) at www.cgso.org.za
• The National Consumer Commission (NCC) at www.thencc.gov.za
• The Information Regulator at www.inforegulator.org.za
• The Health Professions Council of South Africa (HPCSA) for complaints relating to Treatment Partners

15. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa. Any dispute shall be subject to the exclusive jurisdiction of the courts of the Republic of South Africa.

16. Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision shall be deemed amended to the minimum extent necessary to make it valid and enforceable. The remaining provisions shall continue in full force and effect.

17. Entire Agreement

These Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement between you and Epicentre regarding your use of the Website and our services.