The Kena Health application is a direct-to-consumer electronic platform ("Kena application") administered
by Kena Health (Pty) Ltd ("Kena"), designed to deliver Telemedicine Services ("the services") through an
interface between yourself (the "User") and Healthcare Professionals. The platform achieves this through
presenting you with the opportunity to communicate and consult with registered medical practitioners to
discuss all your health care related needs, receiving either treatment or a better understanding, knowledge,
and awareness of your health.
These terms and conditions govern our relationship with you and regulate the ways in which Kena
provides medical services to you and your obligations in that regard.
The User will be required to accept these terms and conditions before using the services. By using
and/or paying for the services on Kena, the User acknowledges, represents, and warrants to and in
favour of Kena, that he or she:
1.1 has carefully read, understands, and expressly agrees to the terms and conditions as set out below;
1.2 is at least 18 years of age and that he or she possesses the legal right and ability to enter into an
agreement with the Healthcare Practitioner. If the User is under the age of 18, he or she must have
his or her parents' consent. To the extent the legal requirement for the age of majority is greater
than the age of 18, the User represents and warrants that he or she is at least that age;
1.3 understands the financial commitments in using the service;
1.4 is and will at all material times be in a financial position to meet his or her obligations under this
1.5 is authorised to use such mobile or other electronic device or payment card to make payment, as
the case may be, and that there are sufficient funds available to pay for the service if applicable.
In the event that you, the User, do not agree to these terms and conditions, you may not continue
using the Kena Application.
Kena may refuse to provide the services to a User if Kena is unable to verify any information that the User
Kena reserves the right to change any of the terms and conditions contained herein, at any time and at its
sole discretion. When Kena makes changes to the terms and conditions, the User will be presented with the
latest version the next time the User accesses the Kena application. The User will need to accept the updated
terms and conditions before the User can continue using the Kena application. Your continued use of the
Kena application following the posting of changes will constitute your acceptance of such changes. You
undertake to review these terms and conditions whenever you access the Kena application.
2 Definition of terms
2.1 "Associates" means any company in which a holding company owns (directly or indirectly) the
issued ordinary shares of 50% or less of such company.
2.2 "Consent" means any voluntary, specific, and informed expression of will in terms of which
permission is given for the processing of personal information, including your special personal
2.3 "Dependants" includes your children and any person on whose behalf you may legally act.
2.4 "Direct marketing" would entail Kena Health (Pty) Ltd approaching you, either in person or by
mail or electronic communication, for the direct or indirect purpose of –
2.4.1 promoting or offering to supply, in the ordinary course of business, any goods or services;
2.4.2 requesting you to consider making a donation of any kind for any reason.
2.5 “Funders” includes all entities or bodies that are legally responsible for the payment of accounts
for healthcare services obtained by you including but not limited to medical schemes, medical
scheme administrators, insurance companies, the Compensation Commissioner (for injuries on
duty), and the Road Accident Fund.
2.6 “Healthcare Practitioner” means any person, including a student, registered with the Health
Professions Council of South Africa in a profession registrable in terms of the Health Professions
Act No. 56 of 1974 and may include a registered doctor, registered nurse, registered psychologist,
accredited counsellor, clinical associate or other medical professional.
2.7 “Personal Information” shall bear the meaning as set out in section 1 of the Protection of
Personal Information Act No. 4 of 2013. For further information on how Kena processes your
2.8 “POPIA” means the Protection of Personal Information Act No. 4 of 2013.
2.9 “Processing” or "Process" shall bear the meaning as set out in section 1 of the Protection of
or any healthcare related services provided by a healthcare practitioner.
2.10 “Telemedicine” refers to the delivery of healthcare related services and information via electronic
or telecommunication technologies.
2.11 “Special Personal Information” shall bear the meaning as set out in section 1 of the Protection of
Kena Health (Pty) Ltd.
2.12 “You”, “your” or “the User” refers to you, as the user of any of our services, and includes your
dependents. Whenever we refer to your information / personal information in this Policy, it
includes the information / personal information of your dependants.
3 Who we are and our services
3.1 Kena Health (Pty) Ltd (“Kena”) is a technology provider registered as a private company in South
Africa under registration number 2019/172268/07. Kena is an Associate of Healthforce (Pty) Ltd
(registration number 2018/344681/07) a technology provider which provides access to a software
system used by clinics, healthcare practitioners and patients around South Africa to provide
3.2 The Telemedicine services offered to Users, through the use of the Kena application, include, but
are not limited to:
3.2.1 scheduling consultations with a Healthcare Practitioner;
3.2.2 text chatting with a Healthcare Practitioner which entitles a User to private and confidential
messaging directly with a Healthcare Practitioner for advice, treatment, or referral; and
3.2.3 consulting with a Healthcare Practitioner through direct telephonic or video access with a
Healthcare Practitioner for diagnosis, treatment, and/or referral;
3.2.4 receiving prescriptions and prescription refills; and
3.2.5 any other healthcare related services provided through the Kena application to a User.
3.3 The list of Telemedicine services in paragraph 3.2 above is not exhaustive and the services may be
reviewed, updated, added to, and/or removed by Kena from time to time and in its sole and
3.4 The medico-legal relationship, if any, created by the attending Healthcare Practitioner phoning
and/or consulting with a User upon his or her request, or texting the User in response to a User's
text-based message, is by and between the User and the attending Healthcare Practitioner.
3.5 Subject to any and/or all applicable laws, Kena makes no warranty or representation, whether
expressly or implicitly:
3.5.1 about any component of a selected Kena service, or that the User will be able to have
access to or continue to have access to the service or that such access will be continuous
and/or uninterrupted; and/or
3.5.2 as to the quality of reception by the User of the service, or any aspect thereof, as Kena
cannot be responsible or liable for electronic media or conveyance through, on, and/or via
such electronic means as these factors are and will be beyond its control; and/or
3.5.3 that the software used to provide the selected service including any software applications,
is virus or error-free, flawless or without fault; and/or
3.5.4 that the services will at all times be free of errors or interruptions, be always available, fit
for any purpose, not infringe any third-party rights, be secure and reliable, or will conform
to its delivery timeline requirements.
3.6 Kena will use its reasonable endeavours to make its services and products available to the User and
to maintain the availability thereof on the understanding that such services are provided on an “as
is” and “as available” basis.
3.7 The User acknowledges that the service may have limitations relating to technology, such as data
and internet failures.
3.8 Kena, in the absence of its gross negligence or wilful misconduct, will not be liable to any person
for the content of and/or the use of materials constituting the selected service whether provided by
Kena or a third party.
4 Consent for telemedicine medical service
4.1 You, as a User, agree and consent to receive telemedicine medical services, including, but not
limited to consultation, diagnosis, treatment, and/or referral, by a healthcare practitioner from
4.2 You, as a User, confirm that you are the legal guardian of any child dependants that you add
to your profile and can legally consent to the treatment of any child dependant that you add to
your User account via the Kena application.
4.3 You, as a User, agree and consent to Kena collecting and processing your Personal Information,
including Special Personal Information, relating to your demographics, health status and medical
history, employment details, billing details, and utilisation records, for the purposes of:
4.3.1 providing Telemedicine services to you;
4.3.2 evaluating the need for Telemedicine services and/or determining the correct treatment
option or diagnostic procedure;
4.3.3 for operational purposes, including maintaining medical records for the purpose of
evaluating future medical treatment options;
4.3.4 to register and authenticate Users of the Kena application;
4.3.5 evaluating the use and performance of our products and services;
4.3.6 historical, statistical, and research purposes;
4.3.7 auditing purposes;
4.3.8 submitting claims to medical schemes, health insurers and voucher providers for services
provided to you;
4.3.9 compliance with legal obligations;
4.3.10 notifying you of health-related information, updates, or reminders that are directly relevant
to you; and
4.3.11 any other legitimate and lawful purpose as required by Kena for its business operations or
for complying with the Kena's legal requirements.
4.4 If you, as the User are under the age of 18, you agree that you are a competent person who consents
to the processing of their personal information.
4.5 The provision of this information is voluntary, and we will continue to assist you to the extent
possible, but it may affect the services that we are able to provide. If insufficient information is
provided to enable the provision of services, we may refer you to an alternative service provider.
4.6 By continuing to use Kena’s services and the Kena application, you also consent to our Privacy
Policy which is available here: https://app.kena.health/legal/privacy. Please read and familiarise
4.7 If you have questions or concerns about the use of your Personal Information, you can contact
Kena’s Information Officer at email@example.com. You have the right to access and rectify the
information you have provided to us, or to object to it being processed, by contacting the
4.8 You also have the right to submit a complaint to the Information Regulator, using the following
27 Stiemens Street
4.9 In receiving the Telemedicine Medical Services, you will receive information about the attending
Healthcare practitioner, including such Healthcare practitioner's name and practice number,
medical treatment, Telemedicine services, your health status, the nature of and reason for the
recommended medical services, the range of treatment options and diagnostic procedures available,
the benefits, risks, costs, and consequences generally associated with each option, and your right to
refuse the recommended medical services, as well as the implications, risks, and obligations of
such a refusal when you consult a healthcare practitioner from Kena.
4.10 All Kena Healthcare Practitioners are registered with the Health Professions Council of South
Africa, the South African Nursing Council or any other relevant Regulatory or supervisory body.
The service is provided either through Dr Chantal Hadfield Inc, a healthcare practice with
registration number BHF: 0987913 or by Healthcare Practitioners employed directly by Kena.
4.11 You agree that, due to the nature of our telemedicine service, you cannot choose the specific
Healthcare Practitioner(s) that you will consult with, and you agree to conduct any telemedicine
consultation on this basis. You may, however, at any time, inform the attending Healthcare
Practitioner assigned to you if you do not, for any reason, wish to continue with a consultation or
have any other interaction with such Healthcare Practitioner.
4.12 You agree and consent to the electronic transmission of information to you for purposes of the
Telemedicine consultation including, but not limited to, the electronic transmission of
prescriptions, sick notes, medical history, and clinical records. Certain confidential information
transmitted to you will be password protected or encrypted.
4.13 You agree and consent to your information being shared with the following third-parties, to enable
us to provide you with our services and for the relevant Healthcare Practitioner's to provide you
with Medical Services:
4.13.1 healthcare practitioners who treat you (with your consent);
4.13.2 relevant funders and voucher providers, if necessary, including Medical Schemes or their
4.13.3 other persons, including family members, only if we are authorised to communicate with
them in terms of the law or otherwise with your consent;
4.13.4 any relevant third party in the course of an acquisition, sale, transfer, reorganisation, or
merger of parts of our business or our assets; and
4.13.5 our internal quality teams as part of our quality standards and oversight processes;
4.13.6 members of our internal support team;
4.13.7 members of our development team; and
4.13.8 other third parties providing Kena with IT and cloud-based services for the safe storage of
your personal information.
4.14 Both our services and Telemedicine Medical Services are provided in good faith based upon the
information given by the User, during the phone call, text message, and/or consultation. As such,
the User is required to disclose all relevant information, no matter how trivial, pertaining to his or
her current health and past medical history that may have a bearing on the services to be so
4.15 It is your right, as a User, to ask the attending Healthcare Practitioner any questions you may have
about your health to help you make an informed decision and choice about the treatment that you
4.16 All calls will be recorded and kept confidential. All text-based messages will be stored and kept
4.17 Should there be more than one Healthcare Practitioner (where necessary) present during your
consultation with a Healthcare Practitioner via video access, all such Healthcare Practitioners will
furnish you with their details, including each healthcare Practitioner's name and practice number,
4.18 The User hereby specifically represents and warrants to and in favour of Kena that all information
offered, proffered, provided, discussed with, and/or communicated to any Healthcare Practitioner
about the User, themselves, or a dependant, whilst making use of a selected service, will be absolutely
true and correct in every respect and regard – hereby acknowledging the importance as to the serious
consequences if such information is not as represented and warranted.
4.19 Kena and the attending Healthcare Practitioner:
4.19.1 make no warranty as to the content of any information and/or response; and
4.19.2 do not guarantee that a conversation with a Healthcare Practitioner via the telephone and/or
text message and/or video consultation is the appropriate course of action for the User,
or their dependants, particular healthcare problem.
4.20 The User can opt-out of receiving care, at any stage, but acknowledges that it may not be in the
User’s best interest and the User, therefore, releases the Kena attending Healthcare Practitioner
form being legally liable for this.
4.21 The User agrees and acknowledges that the attending Healthcare Practitioner may encourage or
request the User, or their dependant, to present himself or herself for a face-to-face consultation
at a healthcare facility if the attending Healthcare Practitioner is of the opinion that the
Telemedicine consultation is not suitable for providing healthcare related services.
5 LIMITATIONS OF LIABILITY AND WAIVER OF LIABILITY
5.1 YOU WAIVE ANY AND ALL CLAIMS, PENALTIES, LOSSES, DAMAGES, AND/OR
LIABILITY OF WHATEVER NATURE AND IRRESPECTIVE OF HOW IT WAS INCURRED
(EXCEPT AS A RESULT OF GROSS NEGLIGENCE), WHICH YOU MAY HAVE OR
ASSERT AGAINST KENA, THE HEALTHCARE PRACTITIONER, AND ANY PERSON
ACTING ON BEHALF OF ANY ONE OF THEM, WHETHER JOINTLY OR SEVERALLY,
FOR ANY LOSSES, LIABILITIES, DAMAGES, COSTS AND/OR EXPENSES OF
WHATSOEVER NATURE (COLLECTIVELY, “LOSSES”) WHICH YOU MAY SUFFER
AND/OR OTHERWISE INCUR IN ANY CAPACITY ARISING OUT OF, OR IN RELATION
TO THE USE OF TELEMEDICINE OR THE DISCLOSURE OF YOUR PERSONAL INFORMATION.
5.2 YOU INDEMNIFY AND HOLD THE HEALTHCARE PRACTITIONERS, ALL PERSONS
ASSOCIATED WITH THE HEALTHCARE PRACTITIONERS' PRACTICES AND/OR
PERSONS ACTING ON THE HEALTHCARE PRACTITIONERS' BEHALF, INCLUDING
KENA, AND ALL PERSONS ASSOCIATED WITH IT, HARMLESS AGAINST ANY CLAIM,
PENALTY, LOSS, DAMAGES, AND/OR LIABILITY OF WHATEVER NATURE AND
IRRESPECTIVE OF HOW IT WAS INCURRED, EXCLUDING AS A RESULT OF GROSS
NEGLIGENCE, FOR ANY INJURY OR HARM CAUSED TO OR DISEASE CONTRACTED
BY YOU, RESULTING FROM THE TREATMENT OR THE USE OF TELEMEDICINE,
INCLUDING IN RESPECT OF THE PROCESSING AND DISCLOSURE OF YOUR
6.1 Users who register between 9 March 2022 and 21 August 2022 will be given 3 (three) free
telemedicine consultations automatically upon registration with Kena. Such Users will be entitled
to utilise the free consultations anytime up to and including 30 November 2022 (“the free
6.2 After the expiration of the free consultation period, any unused consultations will expire, and the
User will not be entitled to utilise them.
6.3 The User will not be reimbursed, in any form, for free consultations that were not utilised and/or
6.4 The free consultations provided to a User are not transferable from the User to any other person
and cannot be substituted or redeemed for cash or any other goods or services.
6.5 Should the User wish to continue with the Kena Services after the expiration of the free
consultation period, then consultation fees will become due for each interaction.
6.6 Every User who elects to participate in a Kena promotion confirms that they have read and
understood these terms and conditions and agrees to be bound by them.
6.7 Kena may, in its sole discretion, amend the terms and conditions concerning promotions at any
time, without notice, and such amendments shall be deemed to have taken effect from the date of
publication of the revised terms and conditions on the Kena website. The User is responsible for
ensuring their familiarity with any updates to the terms and conditions and indicates their consent
to the revised terms and conditions by continuing to use our products and services.
7 Fair Use
7.1 Our Fair Use Policy is intended to ensure:
7.1.1 the availability of our Services to all eligible Customers; and
7.1.2 that the Services are not used in an unreasonable manner. Unreasonable is considered
where the use of the service:
184.108.40.206 is fraudulent;
220.127.116.11 involves non-ordinary use, including usage to harass, menace, or injure any
person or damage anything;
18.104.22.168 causes significant platform congestion, disruption or otherwise adversely affects
other Users fair access; or
22.214.171.124 where Healthcare Practitioners are exposed to abusive interactions.
7.2 If we consider your use of the services to be unreasonable, we may, at our sole discretion, without
telling you before we do so:
7.2.1 suspend or limit the service (or any feature of it) in accordance with our agreement with
7.2.2 terminate the service in accordance with our agreement with you.
8 Payment Obligations
8.1 You, as the User, acknowledge that you will be liable for the cost of the telemedicine consultation
with the healthcare professional, obtained by you, or your dependant, after the Free Consultation
Period defined in Clause 6 above.
8.2 The User, by selecting the method through which he or she wishes to pay appoints, authorises
and/or instructs, as the case may be, such person as his or her agent to give effect to such payment,
and, as such, remains responsible and liable for such payment to Kena, hereby assuming the risk
that payment will be duly and fully made to Kena.
8.3 The User acknowledges that:
8.3.1 They are responsible for ensuring that their chosen payment methods are valid and have
sufficient funds available to pay for a consultation at the time of payment.
8.3.2 When the User adds a new payment method we may charge that payment method
immediately to validate the payment method before we provide any Healthcare services.
This fee will be refunded or credited to the User.
8.3.3 All service costs quoted will be inclusive of VAT, applicable taxes or bank charges.
8.3.4 In the case that the User accesses our service from outside of South Africa, the service
costs quoted will not include local taxes, value added tax, or other fees that may apply in
the jurisdiction and the User will be liable for these fees.
8.3.5 The applicable service fees will be presented to you in the Kena app. We reserve the right
to change the service fees at any time, except for consultations that were completed in the
8.3.6 In the case that we issue a refund for services, an admin or transaction fee may apply.
8.3.7 Regardless of the mode of access to the Kena Application, the User’s cell phone provider
may, depending on the type of contract the User has, charge the User for accessing the
Kena Application or for any usage thereof (such as data charges and SMS charges). Kena
cannot be held responsible for these charges.
8.4 The User agrees to carry his or her own costs relating to the infrastructure and/or running costs
associated with such service being rendered.
8.5 The User acknowledges that the User’s medical scheme, insurance or employee benefit program
may not cover the costs of the service and that the User undertakes to cover any shortfall that his or
her medical scheme does not cover. Kena will not submit any claims for the User to any Funder on
the User’s behalf.
8.6 You, as the User, agree that accounts in respect of services, medicines and products obtained,
which includes your personal information such as your diagnosis, may be provided to the person
responsible for payment.
9 Directing Marketing
9.1 If you are an existing User, we may process your Personal Information for the purpose of directing
marketing and providing you with information that may be beneficial to you in respect to our
products or services.
9.2 If you are not an existing User, and you provide separate consent for direct marketing, we may
send you such direct marketing.
9.3 By agreeing to this separate consent for direct marketing, you consent to receive direct marketing
of goods or services to be marketed by means of electronic communication which goods and
services include telemedicine marketing services and related products and services.
9.4 The direct marketing will be conducted through email and text messages (SMSes) and in App
9.4.1 This direct marketing is to be carried out by Kena, contactable at 087 250 2257 and
firstname.lastname@example.org, on whose behalf Saul Kornik, CEO signs.
9.5 You may opt-out of or unsubscribe from any direct marketing communications at any time should
you so elect. This may be done by contacting email@example.com
10 Updates to personal information
10.1 You agree to ensure that the Personal Information which you provide to us is periodically updated
and that our records that relate to you are accurate.
10.2 In the event that your Personal Information changes, you bear the responsibility of informing us so
that we can update our records accordingly. You may notify us of such changes at
firstname.lastname@example.org or 087 250 2257
11 Changes to these terms and conditions
11.1 We may revise or supplement these terms and conditions in our sole discretion from time to time to
reflect, for example, any changes in our business, the law, and the introduction of any new
11.2 We will publish the updated terms and conditions at https://app.kena.health/legal/terms and they
will also be available at our business premises.
11.3 Any revised version of the terms and conditions will be effective as of the date of posting on our
website, so you should always refer back to the website for the latest version.
11.4 Your continued use of our services and hosting of your electronic medical records following the
posting of a new version of the terms and conditions on our website will constitute your acceptance
of the updated terms. It is your responsibility to make sure that you are satisfied with any changes
before continuing to use our products and services.