Terms of Service

Scope and acceptance

By using an Eastway website, mobile app, patient portal, provider portal, booking form or communication service, you agree to use it lawfully and in accordance with these terms. If you do not agree, do not continue using the affected service.

Eastway may update these terms when services or legal requirements change. The effective date above identifies the current version.

Healthcare and emergencies

Website and app information is general service information. It does not diagnose, treat or replace an assessment by a qualified healthcare professional.

Do not use the website, apps, email or WhatsApp for urgent medical help. Contact emergency services or an appropriate emergency facility immediately.

Booking and Payment Terms

Your appointment is with the practice selected in your booking. An appointment is confirmed when you receive confirmation. A request without a date and time asks the practice to arrange an appointment; it does not reserve a slot. Fees are practice-specific and should be discussed with your practitioner before care.

To change or cancel an appointment, use My bookings or contact reception. The selected practice’s cancellation policy applies. Candice Cowen’s appointments require at least 24 hours’ notice for making, moving or cancelling a booking; this applies to patients and staff.

Additional services and other providers may charge separately. Anticipated charges will be explained before care where reasonably possible. Medical-scheme payment is not guaranteed. You remain responsible for amounts lawfully payable by you, including applicable co-payments and shortfalls, subject to agreed terms and medical-scheme obligations.

Making a booking for someone else does not make you responsible for their account. Payment arrangements are confirmed with the person accepting responsibility. Candice Cowen operates a cash practice. For OccuSmart, drug, blood and pregnancy tests and X-rays are additional to the consultation charge.

Provide accurate information and tell the practice if it changes. Your practitioner obtains consent before treatment. The booking acknowledgement does not provide consent to treatment, marketing, AI recording or photographs.

Accounts and security

Patient and provider access is personal to the authorised user. Keep passwords, email accounts, verification codes and signed-in devices secure. Do not share a verification code or use another person's account.

Eastway may suspend or revoke access when reasonably necessary to protect patients, staff, systems or records; respond to suspected misuse; or comply with legal and professional duties.

Provider access

Eastway Provider and staff tools are restricted to invited, authorised users. Provider access is limited by role and practitioner linkage. Users must access patient information only for legitimate Eastway operational purposes and must follow Eastway confidentiality, security and professional requirements.

Email and WhatsApp

Transactional messages may be sent to contact details supplied for an appointment or account. WhatsApp updates are optional and require the separate consent shown during booking or another valid opt-in. You may ask Eastway to stop WhatsApp updates at any time.

Do not send clinical details, identity numbers, card details, passwords or verification codes through a general WhatsApp or email conversation. Eastway will not ask for card details in a WhatsApp message.

Acceptable use

You must not:

• Attempt to access another person's account, appointment or private information.
• Interfere with security, availability, rate limits or technical safeguards.
• Upload or send unlawful, harmful, deceptive or malicious content.
• Use automated tools to scrape, overload or misuse Eastway services.
• Misrepresent your identity, authority, consent or relationship to a patient or provider.

Privacy and data requests

Eastway's Privacy Notice explains how personal information is handled and how to request access, correction, objection or deletion review. Some clinical, legal, safety, financial or operational records may need to be retained.

Service availability

Eastway works to keep its online services accurate and available, but maintenance, communications providers, connectivity, security events or other circumstances may interrupt them. If an online function is unavailable, contact Eastway through a published alternative channel.

Contact

SWL AUGUSTYN (PTY) LTD operates Eastway Medical Health and Wellness. For questions about these terms, contact reception@eastwaymedical.co.za.