Become a Verified LehaeCare Provider
Complete this application so we can verify that you are eligible to provide safe, trusted care through LehaeCare.
We will verify your identity, qualifications and professional registration where applicable, background screening, banking details, references and supporting documents.
Once submitted, your application will be reviewed by the LehaeCare verification team before your Provider profile can be approved and activated to receive patient bookings.
1. Personal details
Confirm your email address
2. Professional details
SANC required
SANC required
SANC required
Managed nursing
SANC required
No SANC
3. Supporting documents
You do not need to have every document ready today. Upload the documents currently available to you and submit your application. LehaeCare will review your application and show any outstanding items after submission.
Important: You will not be activated to receive patient bookings until the required verification checks have been completed.
Using a phone? Tap Choose files for a document item and select one or more files from Files, Gallery or your camera where your phone offers that option. You can upload several qualifications, certificates or pages under the same item. A green Ready to upload message will appear when the files have been accepted. If you cannot select a document, leave it for now and continue — it will be marked as outstanding, not block your application.
Large phone photos are automatically reduced before secure upload. The 10 MB limit applies per file. Existing uploads are kept when you add more files later. Use View selected links to check each selected file. Control Centre reviewers receive a separate Open document link for every uploaded file.
Choose your role once in Step 2 — Professional.
3. Background screening
HURU provides a South African Criminal Background Check using electronic fingerprint capture and SAPS-linked screening. This is not the same as a Police Clearance Certificate.
How to do it:
- Go to a participating PostNet or Jetline.
- Take your original valid RSA ID, RSA Driver's Licence or foreign passport, plus your cellphone.
- Ask for a HURU Criminal Background Check.
- The store captures your photo, ID details and fingerprints electronically.
- Pay at the store and receive the result by email or WhatsApp.
Current retail prices:
Standard: R335 (usually 24–48 hours)
Premium: R395 (usually within 5 hours)
Priority: R565 (usually within 2 hours)
Prices include VAT. Turnaround times depend on SAPS / supplier systems and are not guaranteed.
Important: LehaeCare does not collect this fee. You pay the PostNet/Jetline location directly.
4. Service permissions
The system only shows services allowed for the selected role. Nurses can opt into care-assistant work.
| Service | Permission | Choice |
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5. LehaeCare induction
Open each topic, read the practical rules, then tick the acknowledgement. Your completion is recorded against your provider profile so the verification team does not need to type an induction note manually.
1. Using LehaeCare Pro
Use the platform for your availability, booking decisions, arrival/check-in, visit records and completion. Review the patient request before accepting, keep your account secure, and never transfer a booking to an unverified person.
2. POPIA & confidentiality
Only access patient information needed for an authorised booking. Do not share, screenshot, copy or use patient details for unrelated purposes. Protect records and report any privacy breach immediately.
3. Boundaries & scope
Provide only services permitted for your verified category, training and competence. Do not perform an unapproved procedure or work beyond your lawful professional scope. Escalate when a patient needs care outside your scope.
4. Home-visit safety
Review available safety information before travelling, remain alert to hazards, and do not enter or remain in an environment that is unsafe. Use the safety/incident route when a visit cannot proceed safely.
5. Infection prevention
Use appropriate hand hygiene, PPE and clean equipment. Handle dressings, sharps and other clinical waste safely and follow infection-prevention practices appropriate to the service being provided.
6. Documentation
Record care accurately, factually and promptly. Do not fabricate, backdate or alter records improperly. Capture relevant observations, care given, concerns, referrals and outcomes using the approved LehaeCare record.
7. Cashless & off-platform rules
Use LehaeCare's approved payment and booking process. Do not take a LehaeCare-introduced patient off-platform or arrange private repeat work that circumvents the platform without written approval.
8. Emergency escalation
LehaeCare is not an emergency response service. If there is immediate danger or a serious medical emergency, use the appropriate emergency route, including 112 where applicable, act within your scope and record/escalate the incident.
9. Critical incidents & death
Follow emergency, clinical and reporting procedures for a serious incident or death. Do not make declarations or take actions outside your professional authority. Preserve relevant information and notify LehaeCare promptly.
10. Safeguarding
Be alert to abuse, neglect, exploitation or unsafe care. Put immediate safety first, document factual concerns and use the appropriate safeguarding/escalation process without making unsupported accusations.
11. Dress, culture & religious accommodation
Present professionally and respectfully. Take reasonable account of patient culture, dignity, language and religious preferences where this can be done safely, lawfully and without compromising appropriate care.
6. Agreement & declarations
1. POPIA & Confidentiality Induction v1.0
Version 1.0 · Provider onboarding draft · South Africa
1. Purpose and scope
This induction explains the confidentiality, privacy and information-security duties that apply when a LehaeCare provider receives, views, creates, stores or communicates information about a patient, family member, account holder, healthcare professional or other person through LehaeCare.
These duties apply before, during and after every booking and continue after a provider stops using LehaeCare.
2. Confidential information
Confidential information includes any information that identifies, describes or relates to a person, including contact details, identity information, addresses, photographs, health conditions, diagnoses, symptoms, medication, allergies, clinical observations, care plans, visit notes, family information, payment-related information and communications made through the platform.
Health information must be treated with a particularly high degree of care because it is sensitive and may only be processed for a legitimate and authorised purpose.
3. Use only for authorised care purposes
- Access only the information reasonably necessary to prepare for and provide the booked service.
- Do not browse records out of curiosity or access records of a person you are not caring for.
- Do not use patient information for advertising, personal business, social media, training examples, research, testimonials or any unrelated purpose without appropriate written authorisation and LehaeCare approval.
- Do not copy clinical records into personal notebooks, personal cloud drives, messaging groups or unapproved apps.
4. Disclosure and sharing
A provider may not disclose patient information to another person simply because that person booked or paid for the service. For an adult patient, disclosure must follow the patient’s consent, lawful authority, professional obligations and the access permissions recorded by LehaeCare.
Information may be shared with another healthcare professional involved in the patient’s care only where the sharing is lawful, necessary and in the patient’s interests. Where disclosure is required by law, court order, safeguarding duty or a serious public-health requirement, the provider must follow the applicable process and notify LehaeCare where lawful and appropriate.
5. Clinical notes and patient-facing summaries
Detailed clinical notes are professional records and are not the same as a patient-facing visit summary. Providers must document clinical care accurately, objectively and promptly. Patient-facing summaries must use clear language and should explain important findings, care given, advice, follow-up and escalation without exposing unnecessary confidential clinical detail to unauthorised recipients.
6. Devices, passwords and security
- Keep phones, tablets and computers protected by a PIN, password, biometric lock or equivalent control.
- Never share LehaeCare login credentials or verification codes.
- Log out of shared devices and do not save passwords on public or shared computers.
- Do not leave patient information visible to other people in public spaces, vehicles or households.
- Use reasonable care when connecting to public Wi-Fi and avoid transmitting sensitive information through insecure channels.
7. Photographs and media
Clinical photographs may only be taken when clinically relevant, permitted by the platform workflow and supported by appropriate patient consent. Images must be captured and stored only through approved LehaeCare processes. Personal gallery storage, social media publication and informal forwarding are prohibited.
8. Data quality and minimum necessary information
Providers must record information accurately and only collect what is reasonably necessary for the service, safety, care continuity, legal compliance and legitimate administration. Information known to be incorrect should be corrected through the approved process and should never be altered to conceal an error.
9. Privacy incidents and breaches
A suspected or actual privacy breach must be reported to LehaeCare promptly. Examples include a lost device containing patient information, an email or message sent to the wrong person, unauthorised access to a patient record, a screenshot shared outside the platform, stolen login credentials or disclosure to an unauthorised family member.
Providers must cooperate with containment, investigation, notification and remedial steps.
10. Record retention and deletion
Providers must not independently delete, destroy or retain copies of LehaeCare clinical records outside approved processes. Retention and deletion are managed according to applicable law, professional requirements and LehaeCare policy.
11. Consequences of breach
A confidentiality or privacy breach may result in suspension, removal from the platform, referral to a professional or regulatory body, legal action, reporting to the appropriate authority or other action permitted by law and the Provider Agreement.
12. Provider acknowledgement
By accepting this induction, the provider confirms that they understand that confidentiality is an ongoing professional obligation and agree to process information only for authorised LehaeCare purposes and in accordance with applicable law, professional standards and LehaeCare policies.
2. Safety, Emergency & Incident Reporting Procedure v1.0
Version 1.0 · Provider onboarding draft · South Africa
1. Purpose
This procedure establishes minimum expectations for safe home-based care, emergency escalation, safeguarding and incident reporting. It applies to every provider and every LehaeCare booking.
2. LehaeCare is not an emergency service
LehaeCare facilitates planned home-care services. Providers must not present LehaeCare as an ambulance, emergency response or substitute for urgent medical care. If a patient appears to have a life-threatening emergency, the provider must prioritise emergency escalation and immediate safety over completion of the booked service.
3. Scope and competence
- Provide only services permitted by your verified provider category, professional scope, competence and LehaeCare service permissions.
- Do not perform a procedure merely because a patient or family member requests it.
- Where an order, prescription, referral or authorisation is required, confirm that the necessary authority exists before proceeding.
- Decline and escalate any task for which you are not trained, competent, authorised or appropriately equipped.
4. Arrival and environmental safety
Before starting care, assess whether the environment is reasonably safe. Risks may include aggressive persons, uncontrolled animals, weapons, intoxication, violence, smoke exposure, unsafe electricity, severe hygiene hazards, inadequate lighting, unsafe lifting conditions or other circumstances that create unreasonable danger.
If the environment is unsafe, the provider may withdraw to safety and contact LehaeCare. Providers are not required to place themselves in danger to complete a booking.
5. Patient identification and consent
Confirm the correct patient before treatment or care. Explain the planned service in understandable language and obtain the patient’s cooperation or consent where required. Respect refusal of care except where the law permits otherwise. Document material refusal, concerns and escalation.
6. Infection prevention and control
Follow appropriate hand hygiene, use personal protective equipment when indicated, use safe waste and sharps practices, avoid cross-contamination and follow current infection-prevention requirements applicable to the service.
7. Medication and clinical procedures
Medication-related activities and clinical procedures must remain within professional scope and verified competence. Providers must use appropriate patient, medication, dose, route, timing and documentation checks where applicable. Suspected medication errors, adverse reactions or near misses must be managed promptly and reported.
8. Deterioration and red flags
Providers must recognise and act on significant deterioration or red flags relevant to the service. Examples may include severe breathing difficulty, chest pain, loss of consciousness, uncontrolled bleeding, seizures, signs of severe allergic reaction, sudden neurological deficit, severe postpartum or newborn concern, severe infection, acute confusion or other urgent clinical danger.
Where urgent escalation is required, contact the appropriate emergency service, remain within your competence, provide reasonable first response, and notify LehaeCare as soon as safely possible.
9. Safeguarding
Providers must take concerns about abuse, neglect, exploitation, unsafe caregiving, domestic violence, child protection, elder abuse or vulnerable-person harm seriously. Do not investigate beyond your role. Record objective observations, ensure immediate safety where possible and follow applicable safeguarding and reporting requirements.
10. Incident categories
Incidents include, but are not limited to, patient injury, fall, medication error, needlestick injury, equipment failure, unexpected deterioration, hospital transfer, death, violence or threat, safeguarding concern, privacy breach, missing or damaged property, complaint of misconduct and any event that may reasonably expose a patient, provider or LehaeCare to serious risk.
11. Reporting requirements
- Immediate danger: act first to secure safety and obtain emergency assistance.
- Serious incident: notify LehaeCare as soon as reasonably possible after immediate safety is addressed.
- Document facts objectively: who, what, when, where, action taken and who was notified.
- Do not alter records, admit legal liability on behalf of LehaeCare, or make speculative statements to the patient or family.
12. Death in the home
If a patient dies or is found unresponsive, follow applicable emergency, professional and legal procedures. Do not move the body or interfere with the scene except where clinically or legally necessary. Notify the appropriate services and LehaeCare and document the sequence of events accurately.
13. Handover and continuity
Where ongoing care is required, provide an appropriate handover within the patient’s consent and access permissions. Clearly communicate unresolved concerns, follow-up instructions, escalation advice and material changes in condition.
14. Provider wellbeing
Providers should report occupational exposure, injury, threats or significant traumatic events arising from a booking. LehaeCare may pause a provider’s availability while a serious incident is reviewed.
15. Consequences
Serious or repeated safety breaches may result in suspension, removal of service permissions, termination of platform access, referral to a regulator or other lawful action.
3. LehaeCare Healthcare Provider Platform & Independent Service Provider Agreement v2.0
LEHAECARE
HEALTHCARE PROVIDER PLATFORM & INDEPENDENT SERVICE PROVIDER AGREEMENT
PHANEROS NPC Registration Number: 2026/256149/08 Trading as: LehaeCare
Agreement Version: 2.0 Effective Date: 16 September 2026
1. PARTIES
This Agreement is concluded between:
PHANEROS NPC, Registration Number 2026/256149/08, trading as LehaeCare, hereinafter referred to as “LehaeCare”;
and
the healthcare professional, healthcare worker or authorised care provider who registers, is verified and is activated to provide services through the LehaeCare platform, hereinafter referred to as the “Provider”.
Provider details shall be recorded electronically within the LehaeCare platform and shall form part of this Agreement.
2. PURPOSE OF THIS AGREEMENT
2.1 LehaeCare operates a technology-enabled healthcare marketplace through which Patients may request home-based healthcare and care-related services from appropriately verified Providers.
2.2 This Agreement regulates the Provider's access to and use of the LehaeCare platform.
2.3 It establishes the respective rights and responsibilities of LehaeCare and the Provider regarding professional practice, Patient safety, bookings, payments, cancellations, Provider earnings, confidentiality, clinical records, complaints, platform conduct and termination.
2.4 The parties intend this Agreement to protect Patient safety while also protecting the Provider's legitimate professional and financial interests and LehaeCare's legitimate commercial interests.
3. INDEPENDENT SERVICE PROVIDER RELATIONSHIP
3.1 The Provider participates on LehaeCare as an independent service provider.
3.2 Nothing in this Agreement is intended, by itself, to create an employment relationship, partnership or joint venture between LehaeCare and the Provider.
3.3 The Provider may determine when to make themselves available for LehaeCare bookings.
3.4 The Provider may accept or decline a booking before accepting it.
3.5 LehaeCare does not guarantee the Provider any minimum number of bookings, working hours or income.
3.6 The Provider may provide lawful services to other organisations, platforms or private clients, subject to the non-circumvention provisions relating specifically to Patients introduced through LehaeCare.
3.7 LehaeCare remains entitled to establish reasonable platform rules concerning Patient safety, Provider verification, scope of practice, confidentiality, payment administration, fraud prevention, clinical documentation and use of LehaeCare technology.
3.8 LehaeCare will not improperly interfere with the Provider's independent professional or clinical judgment.
3.9 The actual relationship between the parties remains subject to applicable South African law irrespective of the terminology used in this Agreement.
4. PROVIDER ELIGIBILITY
The Provider warrants that the Provider is legally entitled to perform every service accepted through LehaeCare.
The Provider must maintain all registrations, qualifications, practising permissions, licences and other authorisations required for the Provider's professional category and services.
5. PROVIDER VERIFICATION
Before activation, and periodically thereafter where appropriate, LehaeCare may require verification of information including identity, qualifications, professional registration, practising status, relevant licences, police-clearance or approved background-screening information, proof of address, banking information and other information reasonably necessary for Patient safety or regulatory compliance.
Providing materially false or fraudulent information constitutes a serious breach of this Agreement.
6. CONTINUING DISCLOSURE OBLIGATION
The Provider must promptly inform LehaeCare of any material development that may affect the Provider's legal entitlement, professional suitability or ability to provide services safely.
This includes any suspension, lapse or limitation of professional registration, relevant disciplinary sanction, restriction on scope of practice, loss of a required licence or insurance, or other material professional restriction.
7. PROFESSIONAL SCOPE OF PRACTICE
7.1 The Provider may only perform services that the Provider is lawfully authorised, appropriately qualified and professionally competent to perform.
7.2 The appearance of a service within the LehaeCare platform does not itself authorise the Provider to perform that service.
7.3 Where LehaeCare has mapped services to verified Provider categories, the Provider may only accept services that have been enabled for that Provider.
7.4 If a service appears to fall outside the Provider's lawful professional scope, the Provider must decline the service or appropriately refer the Patient.
7.5 The Provider must not perform a procedure merely because a Patient requests it or has already paid for it.
8. CLINICAL INDEPENDENCE
8.1 The Provider retains responsibility for professional clinical judgment.
8.2 The Provider must assess whether the requested intervention is appropriate and safe.
8.3 The Provider may refuse, modify, discontinue or refer treatment where reasonably necessary because the requested service is unsafe, clinically inappropriate, unlawful, outside professional scope or beyond the Provider's competence.
8.4 LehaeCare booking descriptions, forms, checklists, algorithms, prompts and clinical templates are support tools and do not replace professional judgment.
9. INFORMED CONSENT
9.1 Acceptance of LehaeCare Patient Terms does not constitute blanket consent to all clinical treatment.
9.2 The Provider must obtain appropriate informed consent before a healthcare intervention where required.
9.3 The Provider must give the Patient information reasonably necessary to understand the proposed intervention and make an informed decision.
9.4 Consent, refusal or withdrawal of consent must be documented where required.
10. CLINICAL RECORDS
10.1 The Provider must maintain accurate, appropriate and timely clinical records.
10.2 Records may include assessments, observations, treatment, consent, medication-related information where applicable, referrals, outcomes and other clinically relevant information.
10.3 A Provider must not deliberately falsify, fabricate or improperly alter a clinical record.
10.4 Where LehaeCare provides an electronic clinical-record system, the Provider must use the required functionality where applicable.
10.5 Corrections must preserve an appropriate audit trail where the system supports one.
11. CONFIDENTIALITY
Patient information is confidential.
The Provider may only access or use Patient information reasonably necessary for an authorised booking, assessment, treatment, Patient safety, clinical documentation, referral, continuity of care or another lawful professional purpose.
The Provider must not access unrelated Patient records.
12. POPIA
The Provider must comply with applicable privacy requirements, including POPIA.
The Provider must not use Patient information obtained through LehaeCare to create an unauthorised private marketing database or private client list.
The Provider must not disclose Patient information to an unauthorised person.
The Provider must promptly report any suspected loss, theft, unauthorised disclosure or compromise of LehaeCare or Patient information.
13. CLINICAL PHOTOGRAPHS
Clinical photographs may only be taken where there is a legitimate healthcare purpose and an appropriate lawful basis or consent.
Clinical photographs constitute confidential Patient information.
The Provider may not publish or use a Patient's clinical photograph for social media, advertising or unrelated purposes without separate lawful authorisation.
14. PROFESSIONAL CONDUCT
The Provider must treat Patients respectfully and professionally.
The Provider must not engage in theft, fraud, intimidation, violence, sexual misconduct, harassment, discrimination, exploitation or abuse.
The Provider must not provide healthcare while impaired by alcohol, unlawful drugs or another condition making safe professional practice impossible.
15. PROVIDER SAFETY
LehaeCare recognises that Providers may enter private homes and unfamiliar environments.
A Provider may refuse to enter, withdraw from or terminate a visit where the Provider reasonably believes there is a serious safety threat.
Safety threats may include violence, threats, sexual harassment, aggressive animals, serious environmental hazards or other circumstances creating a credible danger.
Where the Patient caused or failed to disclose the safety condition, the event must not automatically be classified as a Provider cancellation.
It may instead be classified as a Patient-Caused Safety Termination.
16. BOOKING OPPORTUNITIES
Receiving a booking opportunity does not oblige the Provider to accept it.
The Provider should review the relevant booking information before accepting.
Once accepted, the Provider commits time to the Patient and must make reasonable efforts to honour the booking.
17. NO UNAUTHORISED SUBSTITUTION
The Provider may not transfer an accepted booking privately to another person.
Where reassignment is necessary, it must take place through LehaeCare's authorised process.
18. FROZEN COMMERCIAL TERMS
The material commercial terms applicable when the Provider accepts a booking are frozen for that booking.
This includes the applicable service price and LehaeCare commission or platform fee.
A later change to LehaeCare's commission or pricing structure will not retrospectively alter an already accepted booking.
19. LEHAECARE COMMISSION
LehaeCare is entitled to deduct the commission or platform fee applicable to the booking.
The applicable commission must be available to the Provider through the platform or relevant Provider commercial terms.
LehaeCare may change commission arrangements for future bookings on reasonable notice.
20. PROVIDER PAYOUT
Provider earnings will be calculated from amounts properly payable in respect of completed bookings, qualifying assessments and qualifying cancellation compensation.
LehaeCare will deduct the applicable platform commission and any other lawful and properly authorised deductions.
Payouts will be made according to the payout cycle applicable to the Provider.
21. NO UNRELATED PAYOUT FREEZE
Where one booking is legitimately under investigation, LehaeCare may place an appropriate hold on the amount associated with that booking.
LehaeCare should not ordinarily freeze unrelated undisputed Provider earnings solely because another booking is disputed.
22. PATIENT CANCELLATIONS
LehaeCare operates a simple stage-based percentage cancellation system.
Cancellation percentages are calculated using the confirmed booking price.
No separate petrol, kilometre or Uber calculation will ordinarily be charged to the Patient.
23. CANCELLATION BEFORE PROVIDER ACCEPTANCE
Where the Patient cancels before a Provider accepts the booking:
Cancellation Fee: 0%
The Patient ordinarily receives a full refund of the amount paid for that booking.
The Provider receives no cancellation compensation.
24. CANCELLATION AFTER ACCEPTANCE BUT BEFORE TRAVEL
Where the Provider has accepted the booking but has not commenced travel:
Cancellation Fee: 20% of the confirmed booking price.
This recognises that the Provider has reserved time and may have declined alternative work.
The Patient ordinarily receives the remaining 80%, subject to applicable law.
25. CANCELLATION AFTER PROVIDER COMMENCES TRAVEL
Once the Provider has legitimately activated On My Way, Start Journey or the equivalent authenticated travel status:
Cancellation Fee: 50% of the confirmed booking price.
The fee recognises Provider time, reserved availability, transport expenditure and LehaeCare's administration of the confirmed booking.
The Patient ordinarily receives the remaining 50%, subject to applicable law.
26. PROVIDER ARRIVAL / PATIENT NO-SHOW
Where the Provider has legitimately arrived at the confirmed location and the Patient cancels, is unavailable, refuses reasonable access or cannot reasonably be contacted:
Cancellation / No-Show Fee: 75% of the confirmed booking price.
The Patient ordinarily receives the remaining 25%, subject to applicable law.
The Provider must accurately record arrival and reasonable attempts to contact the Patient.
27. PATIENT-CAUSED SAFETY TERMINATION
Where the Provider has travelled to or arrived at the Patient and the service cannot safely proceed because of a Patient-caused or undisclosed safety risk, a cancellation/safety termination charge of up to 75% may apply, depending upon the booking stage and circumstances.
The Provider must accurately record the reason for terminating the visit.
28. FAIRNESS OF CANCELLATION CHARGES
The 20%, 50% and 75% amounts are LehaeCare's standard cancellation charges.
Where applicable South African law requires a different outcome because the standard amount would be unreasonable in the particular circumstances, LehaeCare may reduce or waive the charge.
Nothing in this Agreement authorises an unlawful cancellation penalty.
29. HOSPITALISATION OR DEATH
No cancellation charge will be imposed where applicable consumer law prohibits such a charge because the booking cannot be honoured as a result of the death or hospitalisation of the person for whose benefit the booking was made.
LehaeCare may request reasonable supporting information where appropriate.
30. DISTRIBUTION OF CANCELLATION FEES
Where a qualifying cancellation fee is charged, the cancellation amount is treated similarly to Provider earnings.
The normal LehaeCare commission applicable to the booking is deducted from the cancellation fee.
The remaining cancellation compensation is payable to the Provider.
For example:
Where the confirmed booking price is R600 and a 50% cancellation charge applies, the cancellation amount is R300.
If the applicable LehaeCare commission is 25%, LehaeCare receives R75 and the Provider receives R225.
The Patient receives the refundable balance of R300.
The actual calculation will use the commission applicable to the particular Provider and booking.
31. AUTHENTICATED TRAVEL STATUS
A Provider must only activate On My Way, Arrived or an equivalent status when factually correct.
Travel and arrival status may be recorded with appropriate timestamps and other lawful audit information.
Fraudulently triggering a higher cancellation stage constitutes a serious breach of this Agreement.
32. PROVIDER CANCELLATION
Where the Provider cancels an accepted booking for reasons not attributable to the Patient and no acceptable replacement is provided, the Patient will ordinarily receive a full refund of the unprovided service.
The Provider ordinarily receives no payment for that booking.
This clause does not apply where a Provider legitimately withdraws because of Patient safety, a medical emergency, unlawful requested treatment, scope-of-practice concerns or another legitimate clinical reason.
33. CLINICAL ASSESSMENT IS A PROFESSIONAL SERVICE
Where the Provider attends the Patient and performs a legitimate professional assessment, that assessment constitutes a healthcare service.
If the Provider reasonably determines after assessment that the requested procedure should not proceed, the Provider must not be deprived of payment merely because professional judgment required the procedure to be declined.
The Provider must record the assessment and reason why further treatment did not proceed.
Where the booking contains a clearly separable component for treatment that was not supplied, that component may be considered for refund where appropriate.
34. PATIENT MISREPRESENTATION OR INCOMPLETE INFORMATION
Where the service cannot proceed because the Patient materially provided incorrect or incomplete information, LehaeCare and the Provider are not automatically required to carry the resulting financial loss.
This may include a materially incorrect address, materially incorrect service selection, concealed safety risk or material health information knowingly misrepresented or withheld.
The applicable booking, assessment or cancellation rules will be applied having regard to the circumstances.
35. CONSUMABLES
Medical consumables reasonably opened or used specifically for the Patient during a legitimate service may be treated as supplied.
The Provider should not personally bear the cost of legitimate consumables used during Patient treatment merely because the visit subsequently ends.
Unused consumables should not be charged to the Patient unless another lawful basis exists.
36. REFUNDS
A Patient complaint or refund request does not automatically establish Provider fault and does not automatically reverse Provider earnings.
Refund cases may be investigated before approval.
Where a refund is approved, LehaeCare will process the approved refund within 14 working days from the date of approval.
Where the refund request requires investigation, the 14-working-day processing period begins when the refund is approved.
The time required for the funds to reflect in the Patient's bank, card or payment account may depend upon the relevant financial institution or payment provider and may fall outside LehaeCare's direct control.
37. REFUNDS CAUSED BY PROVIDER BREACH
LehaeCare may recover an appropriate amount from Provider earnings where, following reasonable investigation, a refund is required because of Provider fraud, unjustified non-attendance, duplicate charging, materially false records, unauthorised charges, material non-performance or another material Provider breach.
The Provider must be informed of the basis for the deduction.
38. CHARGEBACKS
A Patient chargeback does not automatically establish that the Provider failed to provide the service.
Where a chargeback occurs, LehaeCare may investigate the relevant booking and temporarily hold the amount associated with that booking.
Evidence may include booking status, Provider arrival, clinical documentation, Patient consent, completion records and other relevant information.
Provider earnings should not automatically be reversed merely because a Patient disputes a card transaction.
39. PROVIDER LIABILITY FOR CHARGEBACKS
The Provider may be responsible for a chargeback where the chargeback results from Provider fraud, non-attendance, duplicate charging, knowingly false records, unauthorised charges, material Provider breach or another matter materially caused by the Provider.
Payment fraud or chargeback activity not attributable to Provider misconduct will not automatically become Provider liability.
40. PAYMENT DISPUTES
A Provider may request review of a disputed deduction.
LehaeCare may consider relevant booking, payment, clinical and platform records.
Only the amount reasonably connected to the dispute should ordinarily be withheld while a matter is investigated.
41. NO OFF-PLATFORM PAYMENT DIVERSION
The Provider may not deliberately encourage a Patient introduced through LehaeCare to cancel or bypass LehaeCare so that the Provider can receive private payment and avoid LehaeCare commission.
The Provider may not privately provide banking details for that purpose.
42. NON-CIRCUMVENTION
A Patient introduced to the Provider through LehaeCare is considered a LehaeCare-introduced Patient for purposes of this clause.
For a period of 12 months from the Provider's most recent LehaeCare booking with that Patient, the Provider must not knowingly solicit or encourage the Patient to bypass LehaeCare for substantially similar paid home-based healthcare services.
This restriction does not prevent the Provider from working for other organisations, using other platforms or serving Patients generally.
It does not apply to a genuine Provider-Patient relationship demonstrably existing before LehaeCare introduced the parties.
Where deliberate circumvention is established, LehaeCare may suspend or terminate platform access and may recover reasonably demonstrable platform fees lost as a result of the circumvention.
43. LEGITIMATE CLINICAL FOLLOW-UP
Nothing in the non-circumvention provisions prevents direct Provider-Patient communication reasonably required for clinical follow-up, referral, continuity of care or Patient safety.
Such communication must not be used as a mechanism to divert future paid LehaeCare-originated services off-platform.
44. PROVIDER INDEMNITY
To the extent permitted by law, the Provider is responsible for loss, liability or third-party claims directly resulting from the Provider's professional negligence, malpractice, fraud, practising outside lawful scope, unlawful treatment, theft, abuse, intentional misconduct, deliberate falsification of records, unauthorised disclosure of Patient information or material breach of this Agreement.
The Provider indemnifies LehaeCare against third-party claims to the extent directly caused by such Provider conduct.
45. LEHAECARE'S OWN LIABILITY
The Provider is not required to indemnify LehaeCare for loss caused by LehaeCare's own fraud, wilful misconduct, gross negligence, unlawful conduct, material platform-security failure attributable to LehaeCare or liability that applicable law does not permit LehaeCare to transfer.
46. PLATFORM LIMITATIONS
LehaeCare does not guarantee uninterrupted availability of its technology.
LehaeCare does not guarantee Patient honesty, Patient behaviour, a particular level of demand, a particular number of bookings or a particular level of Provider income.
LehaeCare is not automatically responsible for an independent professional decision made by the Provider merely because the Patient and Provider connected through LehaeCare.
LehaeCare may require evidence of valid cover.
Where required cover expires or becomes invalid, LehaeCare may restrict affected services until satisfactory cover is restored.
48. COMPLAINTS
A Patient complaint does not automatically establish misconduct and does not automatically entitle the Patient to a refund.
LehaeCare may investigate complaints using relevant records and information.
The Provider must reasonably cooperate with legitimate investigations.
49. PRECAUTIONARY SUSPENSION
Where a serious allegation raises Patient-safety, fraud, registration, privacy or other significant compliance concerns, LehaeCare may temporarily suspend the Provider while investigating.
Precautionary suspension does not itself constitute a finding of misconduct.
Legitimate undisputed Provider earnings should not be forfeited merely because a precautionary suspension was imposed.
50. SERIOUS INCIDENT REPORTING
The Provider must report serious incidents through the appropriate LehaeCare process as soon as reasonably practicable.
This includes serious Patient harm, material medication errors, violence, abuse, material privacy incidents, significant safety threats, suspected fraud and other incidents reasonably requiring formal investigation.
51. RATINGS AND REVIEWS
Patients may provide ratings or reviews concerning a Provider.
The Provider may request review of content reasonably believed to be fraudulent, abusive or unrelated to the service.
A legitimate negative review will not automatically be removed simply because the Provider disagrees with it.
Serious professional complaints must be investigated separately and must not be determined solely through rating scores.
52. ACCOUNT SUSPENSION
LehaeCare may suspend Provider access where there are reasonable grounds involving serious Patient safety concerns, suspected fraud, invalid or expired professional credentials, false documents, serious privacy breaches, violence, abuse, payment fraud, deliberate circumvention or another serious compliance concern.
53. IMMEDIATE TERMINATION
LehaeCare may terminate this Agreement immediately where serious misconduct is established or where continued platform access creates an unacceptable legal, safety, fraud or regulatory risk.
Examples include fraudulent identity or qualifications, practising without required registration, serious deliberate unsafe practice, theft, sexual misconduct, violence, Patient exploitation, deliberate clinical-record falsification, serious misuse of Patient information, deliberate payment fraud or repeated deliberate platform circumvention.
54. ORDINARY TERMINATION
Either party may terminate participation in LehaeCare on 30 days' written notice.
The Provider may cease accepting new bookings during the notice period.
Existing accepted Patient obligations must be safely completed, reassigned or otherwise appropriately resolved.
55. EFFECT OF TERMINATION
Termination does not extinguish accrued Provider earnings, accrued LehaeCare commission, Patient-care obligations, clinical-record duties, confidentiality obligations, privacy obligations, unresolved payment disputes, legitimate claims arising before termination or the applicable non-circumvention obligations.
56. TAX
The Provider remains responsible for the Provider's own tax obligations to the extent required by applicable law.
LehaeCare may make deductions, withholdings or reports where legally required.
57. NO GUARANTEE OF BOOKINGS
Provider visibility and booking opportunities may depend upon Provider availability, geography, verified professional category, approved services, Patient requirements, account standing, safety considerations and other reasonable platform-matching criteria.
LehaeCare does not guarantee minimum Patient volume.
58. PLATFORM RULES
LehaeCare may reasonably update operational, safety, verification, fraud-prevention, privacy, security and compliance requirements.
Material changes to Provider financial terms or this Agreement will be communicated appropriately.
Where necessary, LehaeCare may require electronic re-acceptance before continued platform use.
59. AGREEMENT VERSIONING
LehaeCare will maintain a version identifier for this Agreement.
The platform must be capable of determining which version was accepted by the Provider.
A Provider's acceptance record should contain the Provider identifier, Agreement version, date and time of acceptance and appropriate audit information.
60. ELECTRONIC ACCEPTANCE
This Agreement may be concluded and accepted electronically.
The Provider's affirmative electronic acceptance constitutes evidence of agreement to these terms, subject to applicable law.
The Provider should have ongoing access to the version accepted.
61. NOTICES
Formal notices may be delivered using the Provider's registered email address, mobile number, in-app account or another authorised communication channel.
The Provider is responsible for maintaining accurate contact information.
62. DISPUTE RESOLUTION
The parties should first attempt to resolve contractual disputes through LehaeCare's internal dispute process.
If the dispute cannot be resolved, either party may propose mediation.
Nothing prevents either party from approaching a competent court, professional regulator, statutory authority or other appropriate body where legally entitled to do so.
Nothing prevents urgent legal action where necessary to protect Patients, confidential information, intellectual property or other legitimate interests.
63. GOVERNING LAW
This Agreement is governed by the laws of the Republic of South Africa.
64. SEVERABILITY
If any provision is found invalid, unlawful or unenforceable, that provision shall be limited or severed to the extent necessary without invalidating the remaining provisions.
65. NO WAIVER
A failure by either party to immediately enforce a contractual right does not automatically constitute permanent waiver of that right.
66. ENTIRE AGREEMENT
This Agreement must be read together with applicable LehaeCare policies expressly incorporated into the Provider relationship, including the Privacy Policy, Provider Code of Conduct, verification requirements, applicable commercial terms and other policies displayed or accepted through the platform.
Where there is an irreconcilable conflict concerning Provider financial rights, the booking-specific commercial terms accepted for that booking will prevail unless contrary to applicable law.
SCHEDULE 1
CANCELLATION & PROVIDER COMPENSATION
| Booking stagePatient cancellation chargeProvider compensation | ||
|---|---|---|
| Before Provider acceptance | 0% | None |
| Provider accepted; travel not started | 20% | Cancellation amount less LehaeCare commission |
| Provider On My Way / travelling | 50% | Cancellation amount less LehaeCare commission |
| Provider arrived / Patient no-show | 75% | Cancellation amount less LehaeCare commission |
| Patient-caused safety termination | Up to 75% | Applicable amount less LehaeCare commission |
| Provider cancellation without Patient fault | 0% charged to Patient | Provider ordinarily receives no payment |
| Legitimate clinical assessment completed | Assessment remains payable | Provider receives applicable Provider earnings |
All cancellation charges remain subject to applicable law and the reasonableness requirements applicable to the circumstances.
SCHEDULE 2
PROVIDER PAYMENT PRINCIPLES
- The commercial terms applicable when the Provider accepts the booking are frozen for that booking.
- LehaeCare's normal commission applies to both completed-booking earnings and qualifying cancellation compensation unless different terms were expressly disclosed and accepted.
- A Patient complaint does not automatically reverse Provider earnings.
- A Patient chargeback does not automatically reverse Provider earnings.
- A disputed booking may be subject to a booking-specific payment hold while investigated.
- Unrelated undisputed Provider earnings should ordinarily continue through the normal payout process.
- Provider earnings may be recovered where reasonable investigation establishes Provider fraud, material breach, non-performance or another valid contractual basis.
SCHEDULE 3
PROVIDER DECLARATION
By accepting this Agreement, I confirm that:
I have provided genuine and materially accurate information and credentials.
I understand that LehaeCare does not enlarge my lawful professional scope of practice.
I will only provide services I am legally authorised and competent to perform.
I remain professionally accountable for healthcare personally provided by me.
I understand that I may accept or decline booking opportunities before acceptance.
I understand that once I accept a booking I have committed professional time to that Patient.
I understand the LehaeCare commission applicable to my bookings.
I understand the 20%, 50% and 75% cancellation system.
I understand that qualifying cancellation compensation is paid to me after deduction of the normal LehaeCare commission.
I understand that I must truthfully use On My Way, Arrived and other booking statuses.
I understand that a legitimate clinical assessment is a professional service even if professional judgment prevents the requested procedure from proceeding.
I understand that a Patient complaint or chargeback does not automatically prove Provider misconduct.
I understand my confidentiality, POPIA and clinical-record obligations.
I will not deliberately divert LehaeCare-introduced Patients off the platform in order to avoid LehaeCare fees.
I understand the circumstances in which my account may be suspended or terminated.
I have had a reasonable opportunity to read and understand this Agreement before accepting it.
Provider Name: ______________________________________
Provider Reference: __________________________________
Professional Category: ________________________________
Professional Registration Number: ______________________
Agreement Version: 2.0
Acceptance: ☐ I accept the LehaeCare Healthcare Provider Platform & Independent Service Provider Agreement
Date and Time: ______________________________________
Electronic Acceptance Record: __________________________
4. Non-Circumvention / No Off-Platform Booking Terms v1.0
Version 1.0 · Provider onboarding draft · Subject to final legal review
1. Purpose
LehaeCare invests in attracting patients, screening providers, matching bookings, providing platform infrastructure, supporting payments and creating trust between people who may not otherwise have met. These terms protect that marketplace relationship against deliberate bypass of the platform.
2. Introduced persons
An “Introduced Person” includes a patient, account holder, family member, carer, healthcare professional or other person whose identity or contact with the Provider arose directly or indirectly through LehaeCare, a LehaeCare booking, enquiry, referral, message, assessment or introduction.
3. Prohibited circumvention
The Provider must not knowingly use a LehaeCare introduction to arrange substantially similar paid care directly with an Introduced Person outside LehaeCare for the purpose of avoiding the platform’s booking, safety, payment or commission processes.
4. Examples
- Giving a patient personal banking details and asking them to cancel LehaeCare and pay privately.
- Quoting a lower cash rate if the patient agrees not to book through LehaeCare.
- Moving an ongoing shift arrangement off-platform immediately after meeting through LehaeCare.
- Using a relative, company or another provider account to disguise an off-platform arrangement.
- Asking the patient to contact the Provider privately for future bookings introduced through LehaeCare.
5. What is not prohibited
This clause is not intended to prevent lawful work that genuinely arose independently of LehaeCare, pre-existing relationships that can reasonably be demonstrated, emergency assistance, lawful professional referrals in the patient’s interests, or conduct that cannot lawfully be restricted.
6. Patient freedom and continuity of care
Nothing in these terms should be interpreted to prevent a patient from exercising lawful freedom of choice or to interfere with clinically necessary continuity, referral or emergency care. The purpose is to prevent deliberate avoidance of the platform after LehaeCare created the commercial introduction.
7. Duration
The restriction applies during the Provider’s active use of LehaeCare and for the period stated in the final Provider Agreement after the last relevant LehaeCare introduction or booking. The final duration must be reasonable, lawful and confirmed in the legally reviewed version of these terms.
8. No solicitation using platform data
The Provider must not download, copy, scrape, retain or use patient contact information from LehaeCare to build a private customer list, competing platform, marketing database or referral network.
9. Reporting approaches
If a patient asks the Provider to move care off-platform, the Provider should explain that LehaeCare bookings should remain on the platform and may notify LehaeCare. Reporting a genuine approach will not itself be treated as misconduct.
10. Consequences of deliberate breach
Where there is credible evidence of deliberate circumvention, LehaeCare may investigate, suspend access, terminate the Provider Agreement and seek recovery of demonstrable losses, unpaid fees or other lawful remedies. Any remedy remains subject to applicable South African law and principles of reasonableness and enforceability.
11. No automatic penalty
These terms do not create an automatic arbitrary penalty merely because a patient and Provider communicate outside the app. Context matters, including pre-existing relationships, emergencies, legitimate referrals, continuity needs and whether there was an intention to bypass LehaeCare’s commercial processes.
12. Provider acknowledgement
By accepting these terms, the Provider agrees not to intentionally bypass LehaeCare in relation to introductions generated through the platform and understands that the final legally reviewed Provider Agreement governs enforcement.