Legal
When MoveFree Therapy refunds a payment, how to ask for one, and how long it takes. This covers both individual sessions and pre-paid session packages bought online.
Last updated 24 August 2026
We sell physiotherapy services, and nothing else. There are two ways to pay for them:
No physical products are sold or shipped, so nothing on this page concerns returned goods.
If you buy a session package online and change your mind, you can cancel it within 7 days of purchase for a full refund, provided no session on it has been used. You do not need to give a reason.
This is your right under section 44 of the Electronic Communications and Transactions Act 25 of 2002, and we apply it without argument.
If you have used some of a package and your circumstances change — an injury, a move, a course of treatment that finishes early — contact us. Unused sessions are normally refunded pro rata, with the sessions you have already had charged at the standard single-session rate rather than the package rate.
Each package is valid for a set period from the date of purchase, shown when you buy it and in the portal afterwards. We warn you before it lapses rather than letting it quietly run out. If something got in the way, talk to us before the expiry date rather than after — an extension is usually easier for both of us than a refund.
A session that has been delivered is not refundable, because the service was provided. That is not the end of the conversation, though: if you were unhappy with a session, tell us what went wrong. We would far rather put it right than have you not come back.
Physiotherapy outcomes depend on the condition being treated and on the exercises being done between sessions, so we cannot guarantee a particular result — and no refund is offered on that basis.
A session cancelled with less than 12 hours notice, or missed entirely, may be charged. Those charges are reviewed individually and are not raised automatically.
If you have been charged one and there were circumstances we did not know about, say so — these are very often reversed.
Any payment taken in error is refunded in full, with no time limit and no questions: a double charge, an amount that does not match the invoice, or a payment for a package that was never activated on your account.
If your card was charged but your package did not appear in the portal, contact us before paying again. The payment is recorded on our side even when activation fails, and we can almost always simply release it.
Refunds are always returned to the original payment method — a card payment is reversed to the same card, an EFT is paid back to the account it came from. We do not refund in cash or to a third-party account, which protects you as much as us.
Card reversals are processed by our payment provider and then by your bank. Ours is usually the fastest leg of that journey.
Quote the invoice number or the PayFast payment reference and we can find the transaction straight away.
Email corinne@movefree.club or WhatsApp 084 4693 728.
