1. PURPOSE OF THIS POLICY

IVC Health (Pty) Ltd (“IVC Health”, “we”, “our”, or “us”) is committed to treating all customers fairly, transparently, and ethically throughout their engagement with our digital wellness platform and related services.

This Treating Customers Fairly (“TCF”) Policy outlines how we ensure that customer interests are placed at the center of our product design, communications, service delivery, and support processes.

2. OUR COMMITMENT TO CUSTOMERS

IVC Health operates as a digital wellness and care navigation platform. We do not provide medical diagnosis, treatment, or clinical monitoring, and our platform is not a medical device.

We commit to ensuring that:

• Customers clearly understand the nature and limitations of our services

• No wellness insights are presented as medical advice

• Customers are treated consistently, respectfully, and fairly at all times

• Information is provided in plain, understandable language

• Personal information is handled lawfully and responsibly

3. SCOPE OF THIS POLICY

This policy applies to:

• All users of the IVC Health website and mobile applications

• All digital wellness features, including camera‑based wellness indicators

• Customer support, communications, and service interactions

• Any optional third‑party or connected professional services accessed via the platform

4. FAIR CUSTOMER OUTCOMES

IVC Health aligns its practices with the following core TCF outcomes:

4.1 CLEAR AND HONEST COMMUNICATION

We ensure that:

• Marketing, app descriptions, FAQs, and website content accurately describe our services

• Wellness insights are clearly labeled as non‑clinical and informational only

• No claims are made regarding diagnosis, treatment, or disease prevention

4.2 APPROPRIATE PRODUCT DESIGN

Our digital tools are designed to:

• Support general wellness awareness and lifestyle reflection

• Avoid presenting information that could reasonably be interpreted as medical advice

• Include clear disclaimers wherever wellness indicators are displayed

4.3 INFORMED CUSTOMER DECISION-MAKING

Customers are provided with:

• Transparent explanations of what the platform can and cannot do

• Clear consent flows for data use and camera access

• Easy access to our Terms of Use and Privacy Policy

4.4 FAIR ACCESS AND SUPPORT

We strive to:

• Provide consistent access to platform features

• Offer responsive and respectful customer support

• Address customer queries and complaints promptly and fairly

4.5 RESPONSIBLE USE OF DATA

We:

• Process personal information in accordance with POPIA, GDPR, and applicable laws

• Use data only for stated wellness, platform functionality, and coordination purposes

• Do not sell personal data or use it for undisclosed purposes unless the data subject specifically consent to the use.

5. NON-MEDICAL AND WELLNESS POSITIONING

IVC Health explicitly states that:

• The platform is not a healthcare provider

• Wellness indicators, scores, and insights are not medical assessments

• Information provided should not be relied upon for medical decisions

• Users should consult a qualified healthcare professional for medical concerns

This positioning is consistently reflected across:

• App interfaces

• Website content

• FAQs and onboarding flows

• Legal and policy documentation

6. THIRD-PARTY AND CONNECTED SERVICES

Where customers choose to access:

• Virtual consultations

• Financial services

• Other third‑party offerings

IVC Health ensures that:

• Such services are clearly identified as separate from the wellness platform

• Responsibility for those services rests with the relevant third‑party provider

• Customers are informed of applicable third‑party terms before engagement

7. COMPLAINTS AND FEEDBACK

Customers are encouraged to provide feedback or raise concerns.

All complaints are:

• Taken seriously

• Investigated fairly and objectively

• Addressed within reasonable timeframes

CONTACT DETAILS
Email: support@ivc.health
Telephone: +27 12 051 3383

8. ONGOING REVIEW AND IMPROVEMENT

IVC Health regularly reviews:

• Customer feedback

• Regulatory guidance

• Platform functionality

• App Store and consumer protection requirements

This policy is updated as needed to ensure ongoing fairness, transparency, and compliance.

9. POLICY GOVERNANCE

This policy is approved by IVC Health management and applies to:

• Employees

• Contractors

• Service partners acting on behalf of IVC Health

Failure to adhere to this policy may result in corrective action.

10. CONATCT DETAILS

IVC Health (Pty) Ltd

• Registration No: 2014/148595/07

• Email: support@ivc.health

• Telephone: 012 001 0020

• Website: https://ivc.health/

• Compliance Officer: Ilse Battheu