This policy outlines the terms and conditions regarding refunds, returns, and the shipping of physical goods for Martina Johannes Physiotherapist, trading as Move With Martina (referred to as “the Practice”, “we”, “us”, or “our”). We are committed to delivering high-quality clinical care, movement classes, and fascial release tools. This policy is governed by the laws of the Republic of South Africa, specifically the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECTA). By purchasing goods or booking services through our website or at our studio located at 202 Wanda Road, Murrayfield, Pretoria, you agree to the terms set out below.
Due to the clinical and professional nature of physiotherapy, we do not offer refunds for medical services, consultations, or treatments that have already been rendered.
Cancellations: As detailed in our general terms, appointments must be cancelled at least 24 hours in advance. If you cancel within 24 hours of your scheduled time, or fail to arrive for your appointment, you will be liable for the full consultation fee.
Medical Aid Claims: If a medical aid scheme denies a claim for a session that has taken place, the patient remains entirely responsible for the outstanding account balance. We cannot issue refunds for services based on medical aid rejection.
We offer Myofascial Activated Posture (MAP) classes on a drop-in basis or through discounted block bookings.
Unused Classes: If you have purchased a block of classes and can no longer attend due to a documented medical emergency or relocation, you may request a partial refund for the remaining unused classes. This request must be submitted in writing.
Expiry: Block bookings are valid for a specified period from the date of purchase. Any classes not attended within this timeframe will expire and are strictly non-refundable.
Class Cancellations: If you need to cancel a specific class booking, you must do so at least 24 hours before the class begins. Late cancellations will result in that class being deducted from your block or billed at the standard drop-in rate.
We sell physical items to support your recovery and mobility, such as fascial release massage balls, foam rollers, and exercise mats.
Cooling-Off Period: For goods purchased online, ECTA provides a 7-day cooling-off period. You may return unopened, unused physical products within 7 days of receiving them for a full refund of the purchase price.
Condition of Returned Goods: To qualify for a refund under the cooling-off period, items must be in their original packaging, undamaged, and strictly unused. For hygiene reasons, massage tools that have been removed from their sealed packaging cannot be returned unless they are defective.
Return Shipping Costs: If you are returning an item due to a change of mind within the 7-day period, you are responsible for covering the return shipping or courier costs to our Pretoria studio.
In accordance with the CPA, all physical goods sold by the Practice carry a 6-month implied warranty against material defects or faulty manufacturing.
Assessment: If you believe an item you purchased from us is defective, please return it to our studio. We will assess the item to determine if the fault is due to a manufacturing defect or standard wear and tear.
Remedies: If the product is found to be genuinely defective within the 6-month period, you have the right to choose between a full refund, a replacement of the item, or a repair (if applicable).
Exclusions: This warranty does not cover damage caused by user negligence, improper use, alterations, or normal wear and tear over time.
If the Practice offers digital downloads, online video classes, or virtual training programmes, these items are considered non-tangible, irrevocable goods.
No Refunds on Digital Goods: Once a digital product has been purchased and the download link or access credentials have been provided, we do not issue refunds.
Technical Issues: If you experience technical difficulties accessing your purchased digital content, please contact us immediately so we can assist in resolving the access issue.
We strive to process and dispatch all orders for physical goods as quickly as possible.
Order Processing: Orders placed through our website or directly via email are typically processed within 1 to 2 business days. Orders placed on weekends or South African public holidays will be processed on the next available business day.
Stock Availability: All orders are subject to stock availability. If a purchased item is temporarily out of stock, we will notify you immediately and provide an estimated restock date or offer a full refund.
For clients based in Pretoria, we highly recommend selecting the local collection option.
Location: Orders can be collected directly from our practice at 202 Wanda Road, Murrayfield, Pretoria, 0081.
Notification: You will receive an email or WhatsApp notification once your order is packed and ready for collection. Please do not arrive to collect an order until you have received this confirmation, as our staff may be busy with patients.
Collection Times: Collections can only be made during our standard operating hours.
For clients outside of our immediate area or those who prefer home delivery, we use trusted South African courier partners.
National Delivery: We deliver physical goods nationwide across South Africa. We do not currently offer international shipping.
Delivery Timeframes: Standard courier delivery within Gauteng generally takes 2 to 3 business days from the time of dispatch. Deliveries to other major centres in South Africa take approximately 3 to 5 business days. Deliveries to outlying or regional areas may take up to 7 business days.
Physical Addresses: Our couriers require a physical address for delivery and cannot deliver to P.O. Box addresses. Ensure someone is available at the provided address during business hours to sign for the parcel.
Calculated Rates: Shipping costs are calculated based on the size and weight of the items, as well as the destination address. The final delivery fee will be displayed at checkout or detailed on your invoice prior to payment.
Tracking Details: Once your order has been dispatched, we will provide you with a waybill tracking number and a link to the courier company’s tracking portal so you can monitor your parcel’s progress.
While we trust our courier partners to deliver goods promptly, external factors occasionally cause delays.
Transit Delays: We cannot be held liable for delayed deliveries caused by factors outside of our control, including severe weather, strikes, or courier logistical issues.
Lost Items: If a parcel is declared officially lost in transit by the courier company, we will arrange for a replacement order to be sent to you at no additional cost, or we will issue a full refund, depending on your preference and stock availability.
If you need to request a refund or return a physical item, please follow these steps:
Contact Us: Send an email detailing your request, your original invoice or order number, and the reason for the return.
Authorisation: Wait for our administrative team to authorise the return and provide you with specific instructions on how to send the item back to us.
Packaging: Ensure the item is securely packaged to prevent damage during transit back to our studio.
Inspection: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund based on the conditions stated in this policy.
Payment Reversal: Approved refunds will be processed using the original method of payment (such as EFT or card reversal).
Timeframe: Please allow 5 to 7 business days for the refunded amount to reflect in your bank account, depending on your financial institution’s processing times.
If you have any questions about this Refund and Shipping Policy, or if you need assistance with an order, please contact us:
Physical Address: 202 Wanda Road, Murrayfield, Pretoria, 0081
Telephone: 065 389 4835
