Refund & Cancellation Policy
Version 1.0 · Effective 1 September 2026
This policy forms part of the Terms of Service and explains how cancellations, rescheduling, no-shows and refunds work.
1. Purpose and mandatory rights
This policy explains how cancellations, rescheduling, no-shows and refunds work. It must be read with the Terms of Service. It does not remove any right that cannot lawfully be excluded. Where mandatory law gives you a more favourable remedy, that law prevails.
2. PRIME Movement Assessment™
2.1 Cancellation or rescheduling by you
- At least 24 hours before the scheduled start time: you may reschedule once without charge or cancel for a full refund.
- Less than 24 hours before the scheduled start time: the booking fee is ordinarily non-refundable because the reserved appointment may not reasonably be filled. PRIME may allow an exception for a documented emergency or where mandatory law requires it.
- No-show or arrival more than 15 minutes late: the session may be treated as missed and non-refundable. PRIME may, in its discretion, offer a shortened session or a new booking.
- All times are measured against the appointment time shown in the booking confirmation, including its stated time zone.
2.2 Cancellation or failure by PRIME
If PRIME cancels, cannot provide the Service, or experiences a material technical failure that prevents the session, you may choose a new appointment or a full refund. A temporary interruption that can reasonably be resolved or completed in the same session does not automatically require a refund.
2.3 Quality concern
If the Assessment is materially different from its description or not delivered with the quality required by applicable law, contact us promptly. Depending on the circumstances and your legal rights, we may re-perform the affected part, provide a proportionate refund or issue a full refund.
3. PRIME Longevity Blueprint™ and digital materials
3.1 Before personalised preparation or access begins
You may cancel for a full refund if you contact us before personalised preparation has begun and before any Blueprint, report, programme, protected video library or other paid digital content has been supplied or made accessible.
3.2 Request for immediate supply
At checkout, you may ask PRIME to begin personalised preparation and digital delivery before the end of any statutory cooling-off period. Where permitted by applicable law, your change-of-mind cancellation right may end once performance begins with your express consent or once digital content is supplied. The checkout must state this clearly and obtain a separate affirmative acknowledgement; a pre-ticked box is not sufficient.
3.3 After preparation or access begins
After personalised preparation has begun or paid digital content has been supplied or made accessible at your request, change-of-mind refunds are ordinarily not available, except where mandatory law provides otherwise. This does not affect remedies for non-delivery, defective content, a material mismatch with the product description or another failure by PRIME.
3.4 Material problem with the Blueprint
Notify us promptly and describe the issue. We will first attempt a reasonable correction, replacement, access restoration or re-performance. If that is not appropriate or does not resolve a material failure, we will provide a proportionate or full refund as required by law.
4. Enrolment credit
The R800 Assessment-to-Blueprint credit is not cash and is never refunded separately. If an eligible Blueprint purchase of R4,900 is refunded, the maximum cash refund is the amount actually paid for that Blueprint transaction, subject to this policy. The credit expires seven calendar days after completion of the Assessment.
5. How to request a cancellation, reschedule or refund
- Email hello@prime-longevity.com from the email address used for purchase.
- Include your full name, Service, appointment date if applicable, Paystack transaction reference and whether you request cancellation, rescheduling or a refund.
- Do not email full card information, a CVV or online-banking credentials.
- We will acknowledge the request within two business days and may request information reasonably needed to verify the transaction or resolve the issue.
6. Refund method and timing
Approved refunds are initiated through Paystack to the original payment method where reasonably possible. PRIME does not control bank or card-network processing times. After Paystack marks a refund as processed, it may still take up to ten business days to reach the customer. Currency movements, bank conversion charges and card-issuer fees are outside PRIME’s control; we refund the approved ZAR amount, not exchange-rate losses or third-party fees, unless law requires otherwise.
7. Chargebacks and duplicate payments
Please contact PRIME before initiating a chargeback so we can investigate. This does not prevent you from using a lawful card-dispute right. Confirmed duplicate payments will be refunded in full. Fraudulent disputes, misuse of payment systems or use of the Service after an improper reversal may result in suspended access and recovery action permitted by law.
Contact
- Supplier
- William J. Powell
- Trading as
- South African sole proprietor trading as PRIME LONGEVITY™
- Address
- 6 Mountainview Street, Capolavoro Mountain Estate, Kylemore, Stellenbosch, 7600, South Africa
- Telephone
- +27 82 775 9987
- Website
- https://prime-longevity.com
- VAT status
- Not VAT registered