Marie Stopes Zambia: Terms and Conditions

Detailed description of goods and/or services

Marie Stopes Zambia is a provider of sexual reproductive services. Our basket of services includes termination of general health services, family planning services, STI screening, HIV testing, etc.

Service Delivery policy

Provision of our services is subject to availability of clinical practitioners (i.e. nurses and doctors) and full pre-payment of services. Marie Stopes Zambia reserves the right to cancel or reschedule your appointment for reasons beyond our control, including the unavailability of clinical practitioners on the day of the selected appointment. Given the clinical nature of our services, our clients are required to present a physical ID on the day of the appointment and provide a legitimate ID number during the booking process.

Cancellation and Refunds Policy

1. Introduction

Marie Stopes Zambia (MSZ) refunds occur when clients no longer require the service after they have pre-paid for the service.

2. Terms and Definitions

2.1. Did Not Proceed (DNP): Client that made a booking for a service and do not continue with the service when they are at the centre
2.2. Did Not Attend (DNA): Client that does not arrive at the centre for their booked service
2.3. STP: Second Trimester Procedure
2.4. MSMP: Marie Stopes Medical Procedure
2.5. MSP: Marie Stopes Surgical Procedure
2.6. TOP: Termination of Pregnancy

3. Objectives of the Policy

The objective of this policy is to provide standardized and efficient client refunds across all Centres and at the Contact Centre and to ensure that refunds are issued to eligible clients.

4. Receipting

4.1 A client has a discussion with the contact centre agent or administrator about the services.
4.2 The client will opt for a procedure or service and a payment will be made from centre or in centre.
4.3 This payment is made in cash, Mobile money, credit card, debit card, bank transfer for the procedure or services to take place on the same day or it can be paid for in advance and performed at a later stage.
4.4 Once a payment is made, the administrator will capture all the client details on the system. A pre-numbered receipt is issued.
4.5 After the procedure or service is performed, two receipts are printed. Both receipts must be signed by the client and administrator; one is handed to the client and the other is kept by the administrator for the Support Office to perform a verification test.

5. Payment

5.1 A client may decide to pay for the procedure or services in cash, debit / credit card, mobile money and medical aid.
5.2 If a procedure is not performed within the time frame as described in the terms of condition of payment, then the payment will be forfeited. If a client has pre-booked an appointment and wants to cancel the next day, the refund will be paid less the expenses incurred by MSZ (e.g., consultation fees, a scan and cancellation fee)
5.3 If a client does not return for the service or procedure within three (3) months from the initial consultation the payment will be forfeited.

6. Refunds and Cancellations

6.1. Any service that costs less than K2, 000 – no refund
6.2. Any service that costs over K2, 000 – 25% refund
6.3. If a client over-pays for a service – refund the over-payment
6.4. Any deviations from this policy must be approved by the Country Director / Finance Director

Customer Privacy Policy

Marie Stopes Zambia shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in our Privacy policy. See link below www.mariestopes.org.zm/privacy-policy/

Payment Options Accepted

Payment may be made via Visa, MasterCard, MTN & Airtel Mobile Money or by bank transfer into the Marie Stopes Zambia bank account, the details of which will be provided on request.

Merchant Outlet Country and Transaction Currency

The merchant outlet country at the time of presenting payment options to the cardholder is Zambia. Transaction Currency is Zambian Kwacha (ZMW/ZMK).

Responsibility

Marie Stopes Zambia takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution, and delivery of goods.

Country of Domicile

This website is governed by the laws of Zambia, and Marie Stopes Zambia chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, Plot 120 Kudu Road Kabulonga Lusaka, Zambia

Variation

Marie Stopes Zambia may, in its sole discretion, change this agreement or any part thereof at any time without notice.

Company Information

This website is run by Marie Stopes Zambia, an NPC registered in Zambia trading as Marie Stopes and with registration number …………………..

Marie Stopes Zambia – Contact Details
Support email: info@mariestopes.org.zm
Support Office Telephone: 0211 268 732 / +260 971 235 272