Androlab Terms and Conditions

Last updated: 1 September 2026

PART A – GENERAL TERMS AND CONDITIONS

1. LEGAL TERMS OF USE

This website can be accessed at www.androlab.co.za and is owned and provided by Androlab (Pty) Ltd (referred to as “Androlab”, “us”, “we” and “our”).

In accordance with section 43 of the Electronic Communications and Transactions Act 25 of 2002, our details are:

Full legal name: Androlab (Pty) Ltd
Registration number: 2022/336290/07
Registered address: 2 Arbroath Avenue, Hurlingham, Sandton, Gauteng, 2196
Email: info@androlab.co.za
Sales: +27 60 017 8139 Patient support: +27 65 619 5884
Support hours: Monday to Friday, 08:00 – 17:00 SAST (excluding public holidays)
Compounding pharmacy: Fagron South Africa (Pty) Ltd (registration number 2013/038400/07), trading as Fagron Compounding Services South Africa, recorded with the South African Pharmacy Council under number Y54850 and licensed by the Department of Health under community pharmacy licence GP02459C, at 55 14th Avenue, Northcliff Ext 17, Johannesburg, Gauteng

Please take a moment to read the terms and conditions set out below (“Legal Terms of Use” or “Terms and Conditions”) to understand how they apply to you and how they govern your use of our website and the ordering, sale and delivery of any products you may order through the website.

Save for any liability that may arise in terms of Applicable Law (as defined in clause 4 below), Androlab will not be liable for any loss, damage or expense arising from the use of, or reliance upon, the information provided on this website, and does not guarantee or warrant the completeness or accuracy of any information contained on it.

These terms and conditions apply to users who are consumers for the purposes of the Consumer Protection Act 68 of 2008 (the “CPA”). They contain provisions that:

may limit the risk or liability of Androlab or a third party;
may create risk or liability for you;
may compel you to indemnify Androlab or a third party; and/or
may serve as an acknowledgement by you of a fact.

Your attention is accordingly drawn to these terms and conditions because they are important and should be read carefully.

2. ACCESS TO THIS WEBSITE

Access to and use of this website is permitted by Androlab subject to these terms and conditions. By using or accessing this website, you will be deemed to have read, understood and accepted these terms and conditions, and you agree to be bound by them.

The parties to these terms and conditions are you and Androlab. You acknowledge and agree that these terms and conditions, which include the Privacy Policy and the Returns Policy, constitute the complete and exclusive agreement between you and Androlab concerning your use of, and purchases on, this website, and supersede all prior agreements or other communications.

Please do not use our website if you do not agree to be bound by these terms and conditions.

If there is any provision in these terms and conditions that you do not understand, the onus is on you to ask us for clarity.

Androlab reserves the right to amend, update or replace these terms and conditions at any time, without notice to you, to reflect its current range of products and its policies. You should check the Legal Terms of Use regularly to keep informed of any changes.

3. TERRITORY AND INFORMATION ON THIS WEBSITE

The Androlab service is available only to patients resident in the Republic of South Africa.

This website is intended to provide information to South African users in compliance with the laws and regulations of the Republic of South Africa. Androlab does not accept orders from, assess, treat or deliver to patients outside South Africa, and reserves the right to limit or refuse the supply of products to any person, geographic region or jurisdiction. If a product is prohibited in any jurisdiction, we will not be obliged to offer that product in that jurisdiction.

Nothing on this website should be interpreted as promoting any product that is not authorised in terms of the laws and regulations of the Republic of South Africa. Any general information on this website is provided for information purposes only and is non-binding. It is not a substitute for a consultation with a registered healthcare practitioner.

4. APPLICABLE LAW

These terms and conditions are governed by the laws of the Republic of South Africa (“Applicable Law”). You consent, in respect of any dispute arising out of your use of this website or these terms and conditions, to the non-exclusive jurisdiction of the High Court of South Africa, Gauteng Local Division.

Nothing in these terms and conditions is intended or must be understood to unlawfully restrict, unlawfully limit or unlawfully avoid any right or obligation created for either you or Androlab in terms of the CPA.

5. RESTRICTIONS ON USE

This website is provided voetstoots (“as is”), and your use of this website is entirely at your own risk. We:

make no representations or warranties as to the operation of this website or its content, nor do we warrant that your use of this website will be uninterrupted or free of error; and
accept no liability, to the extent permitted by Applicable Law, for any direct, indirect, incidental, special or consequential loss or damage of any kind whatsoever arising from access to or use of our website, the purchase of any of our products, any reliance placed on the content of the website, or otherwise.

You agree that you will:

use this website in accordance with these terms and conditions and not for any unlawful purpose;
use this website only for your personal, non-commercial use; and
not violate, or attempt to violate, the security of the website or any right of Androlab.

The unauthorised use, copying, reproduction, variation, modification or distribution of the content of this website, the uploading of any unlawful or damaging information or viral software, or the creation of links to our website from any other site, is strictly prohibited.

You agree, to the extent permissible in terms of Applicable Law, to indemnify us against:

any loss, damage, harm, claim or other cost that we may sustain as a result of your use of our website or its contents contrary to these terms and conditions; and
any loss or damage suffered, or liability incurred, by reason of any act or omission on your part, or that of any third party acting on your behalf, in connection with your use of our website or your purchase of any products or services.

Your use of this website does not constitute a binding agreement to purchase Androlab’s products and services. In addition to these terms and conditions, specific conditions may apply to some of the products Androlab supplies. These will be brought to your attention at the time Androlab supplies the particular products to you.

We use cookies to identify the device with which you connect to our website, as described in the Privacy Policy. We reserve the right to restrict your use of, and access to, our website or any part of it in the event of unauthorised use.

We reserve the right to suspend our website or any part of it, or to terminate your account at any time, if we determine, in our sole discretion, that you are not using the website in compliance with these terms and conditions, or if we believe the information you have provided is untrue, inaccurate or incomplete.

6. BRANDING

All intellectual property rights in any material or content displayed on this website, including, without limitation, trademarks, logos and trade names, belong to or are licensed to Androlab, its affiliates or its licensors, and are used with Androlab’s permission. This applies to all trademarks displayed on this website, whether or not they appear with the trademark symbol. Nothing on this website should be construed as granting any right or licence to use any trademark displayed on this website without the prior written permission of Androlab, its affiliates or its licensors.

7. COPYRIGHT

All text, advertising material, images, graphics, audio and other content on this website are subject to copyright and are presented solely for your personal and non-commercial use. Other than viewing and downloading content from the website for those purposes, you do not have the right to duplicate, distribute, alter or otherwise use this intellectual property without Androlab’s written permission.

8. HYPERLINKS

Any third party reference to any Androlab website via hyperlink is permitted only with the prior approval of Androlab. Androlab makes no representations or warranties regarding any content published by third parties referring, by hyperlink, to Androlab’s websites.

For the convenience of visitors to this website, Androlab may provide hyperlinks to other websites. By providing such hyperlinks, Androlab in no way represents that it has approved the content of those websites, and is neither responsible for their content nor liable for any damage or injury resulting from reliance on that content.

9. FORWARD-LOOKING STATEMENTS

Any forward-looking statements on this website are based on the reasonable beliefs of Androlab’s management, as well as on assumptions made by, and information currently available to, Androlab. Many factors that Androlab is unable to predict with accuracy could cause Androlab’s actual results, performance or achievements to differ materially from those expressed or implied by such statements. These factors include Androlab’s ability to launch new products, regulatory requirements, the methods used by Androlab to distribute its products, and the composition of Androlab’s product portfolio.

10. WARRANTIES AND REPRESENTATIONS

Androlab’s website, and the information, names, images, pictures, logos and icons relating to it and its products, are provided “as is” and on an “as available” basis.

Except for any implied condition, warranty or representation the exclusion of which would contravene any statute or cause this provision to be void (“Non-Excludable Condition”), and to the extent permitted by Applicable Law, Androlab makes no express or implied warranties as to:

the continued availability of this website;
the accuracy, reliability or completeness of its contents;
the currency of the content of the website;
the functioning of the website free from error or interruption;
the results that can be gained from the use of Androlab’s products; or
the safety of the website or the server from computer viruses or malicious code.

Androlab expressly excludes, in relation to the website, its contents and the products offered for sale on it from time to time, all warranties, representations, conditions, terms and guarantees implied by Applicable Law, including (without limitation) by statute, common law, international convention or custom, including any implied warranties as to acceptable quality, fitness for a disclosed purpose, title and non-infringement.

Nothing contained on this website will be construed as conferring, by implication, estoppel or otherwise, any licence or right under any trademark, copyright or other right of Androlab or any third party.

11. USER PARTICIPATION

You may transmit or submit to this website your own personal comments, videos, photographs and testimonials of product usage, provided the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, injurious to third parties or otherwise objectionable, and does not consist of or contain computer viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of “spam”. You must not submit a false email address, impersonate any person or entity, or otherwise mislead as to the origin of the content.

Androlab may monitor or review all communications and materials created and transmitted or submitted by users accessing this website. Androlab has sole discretion as to whether to publish submitted content on its website for public viewing.

While it is not in any way responsible for the content of these communications and materials, Androlab reserves the right to block or remove communications or materials that it determines are:

abusive, defamatory or obscene;
false, misleading or deceptive;
in violation, or potential violation, of a copyright, trademark or other intellectual property right of another;
in violation, or potential violation, of any law or regulation; or
otherwise unacceptable to Androlab, at its sole discretion.

Please note that any personally identifiable information you post or submit will be treated in accordance with our Privacy Policy. Do not post health information, questionnaire answers or details of your treatment in any public area of the website.

Androlab will not be liable for the content of any communication posted by you, whether or not arising under the law of copyright, trademarks, defamation, privacy, consumer protection or otherwise.

12. RIGHTS TO USER SUBMISSIONS

If you transmit or submit material to this website in accordance with clause 11 (collectively, “Submissions”), you grant Androlab a non-exclusive, royalty-free, perpetual, irrevocable and transferable licence and right to use, reproduce, disclose, modify, adapt, publish, translate, assign, create derivative works from, distribute, display and otherwise use that content and the material embodied in it, for advertising and marketing purposes, throughout the world and in any medium, subject to our Privacy Policy, and not for any other purpose unless permitted by you.

Except for any personally identifiable information Androlab may collect from you in accordance with the Privacy Policy, any material, information or other communication you transmit, upload or post to this website will be considered non-confidential and non-proprietary.

You grant Androlab the right to use the name you submit in connection with such content. You represent and warrant:

that the content is true and accurate;
that you own or otherwise control the rights to your Submission;
that use of the content you supply does not violate these terms and conditions;
that it does not infringe any third party’s intellectual property and will not cause injury to any person or entity; and
that your Submission does not constitute or contain software viruses, commercial solicitation, political campaigning, chain letters, mass mailings or any form of “spam”.

You agree, to the extent permissible in terms of Applicable Law, to fully indemnify Androlab for all claims arising from or in connection with your breach of any of the above warranties relating to your Submissions. Androlab takes no responsibility and assumes no liability for any content posted by you or any third party.

If you do not wish to grant these rights to Androlab, you should not post, transmit, upload or submit any Submissions to this website.

13. LIMITATION OF LIABILITY

Except as provided by Applicable Law pursuant to a Non-Excludable Condition, Androlab will not be liable for any loss or damage suffered in connection with your use, or loss of use, of this website. To the extent permitted by Applicable Law, if your use of this website relates to the purchase of any Androlab product:

1 Androlab is not liable for any loss arising from incorrect use of the product, or from use of the product other than as directed by the prescribing practitioner or the dispensing pharmacist;
2 Androlab’s entire liability for any breach of one or more Non-Excludable Conditions in relation to a product supplied to you will be limited, at Androlab’s option, to supplying the product to you again or to repaying the amount actually received from you in respect of that product;
3 Androlab’s entire liability to you, other than in the circumstances contemplated in clause 13.2, for any loss or damage at law will not exceed the total amount Androlab actually received from you for the product that gave rise to the loss or damage; and
4 Androlab will not be liable in any event for any consequential, indirect, incidental, special, punitive or exemplary damages, or for any loss of profits, loss or corruption of data, damage to a computer system, loss of anticipated savings, loss of goodwill or economic loss, even if Androlab has been advised of the possibility of such loss or damage.

You agree that Androlab’s liability to you at law will be reduced to the extent that you contributed to any loss incurred by you.

Androlab’s failure to require your performance of any of these terms and conditions will not affect its right to require such performance at any time thereafter, nor will a waiver of a breach of any of these terms and conditions be taken to be a waiver of any future breach. No failure to exercise, and no delay by Androlab in exercising, any right, remedy, power or privilege under these terms and conditions, and no course of dealing, will operate as a waiver of these terms and conditions.

14. NATURE OF THE SERVICE: TELEHEALTH

Androlab provides a telehealth service. Through the website you complete an online medical assessment, which is reviewed by a medical practitioner registered with the Health Professions Council of South Africa (HPCSA). Androlab’s treating practitioner is Dr Alistair John McAlpine, MB BCh (University of the Witwatersrand, 2010), registered with the HPCSA as an independent practice medical practitioner under registration number MP 0729515.

Where blood testing is required, it is carried out by an independent pathology laboratory. Medicine prescribed to you is prepared or supplied by a pharmacy registered with the South African Pharmacy Council and licensed by the Department of Health, and is delivered to the address you provide. Compounded medicine is prepared by Fagron Compounding Services South Africa (SAPC Y54850, licence GP02459C) against your individual prescription, in accordance with section 14(4) of the Medicines and Related Substances Act 101 of 1965.

You acknowledge and agree that:

A prescription is not guaranteed. The treating practitioner exercises independent clinical judgement and may decline to prescribe, may prescribe a different treatment from the one you have requested, or may require further information, testing or an in-person examination before making a decision.
The service does not replace your regular doctor. Androlab is not a substitute for in-person medical care, and we recommend that you inform your regular healthcare practitioner of any treatment you receive from us.
The service is not for emergencies. Androlab does not provide urgent or emergency medical care. If you have a medical emergency, contact your nearest emergency department or call an emergency service immediately. Do not use the website or our support channels to report an emergency.
You must give complete and accurate information. The safety of any treatment prescribed to you depends on the accuracy of the information you provide in your medical assessment, including your medical history, current medication and any allergies. You must tell us promptly if your health status or medication changes.
Prescription medicines are for your personal use only and must be used strictly as directed by the prescribing practitioner and the dispensing pharmacist.
Adverse events must be reported. If you experience a side effect or adverse reaction, stop treatment where clinically appropriate, seek medical attention and report it to us at info@androlab.co.za. Androlab reports adverse events to the South African Health Products Regulatory Authority (SAHPRA) as required by law.

Complaints about the service, including clinical complaints, may be sent to info@androlab.co.za and will be acknowledged within 3 to 5 business days. Complaints about the conduct of a treating practitioner may also be lodged with the HPCSA, and complaints about a dispensing pharmacy with the South African Pharmacy Council.

PART B – SALE OF PRODUCTS

1. ELIGIBILITY TO PURCHASE

To be eligible to purchase goods on this website, and to lawfully enter into and form contracts on this website under Applicable Law, you must:

be 18 years of age or older;
be resident in the Republic of South Africa, with a South African delivery address;
be the owner of a valid debit or credit card, or another payment method we accept; and
in the case of prescription medicine, hold a valid prescription for the goods issued by one of our registered medical practitioners, obtained through the Androlab online assessment process.

Products may only be purchased for your own personal use. You may not purchase prescription medicine on behalf of another person.

2. PRODUCT RANGE

Products displayed on Androlab’s website may not be available, or may not be exactly as described. Androlab will endeavour to ensure that product details, descriptions, images and prices appearing on its website are correct at the time the relevant information is entered onto the system. However, to the extent permitted in terms of Applicable Law, Androlab does not warrant that the product descriptions, colours or other content on the website are accurate, complete, reliable, current or error-free.

3. PRICES

All prices indicated for products available via this website are in South African Rand (ZAR), inclusive of VAT (where applicable) and of delivery charges (where these apply).

You acknowledge that pricing on the website may change at any time without notice to you. A change in price does not affect an order we have already accepted. Where the price of a subscription changes, we will give you notice before the change takes effect, as set out in clause 5 below.

4. PERSONAL USE

The products available on this website, and any product samples provided to you, are for your personal use only. You must not sell or resell any of the products or product samples that you purchase or otherwise receive from us. Product samples are subject to availability.

5. PLACING AN ORDER AND SUBSCRIPTION TERMS

The Androlab website contains instructions that guide you through the process of placing an order. You will be given the opportunity to review your proposed order and to confirm or correct it before finally placing it. Once you have placed your order, Androlab will send you an email acknowledgement setting out the details and value of your order, which has been or will be debited to your credit card, debit card or other payment method offered, including EFT.

Androlab may decline your order if:

a registered practitioner has not issued you with a valid prescription for the item you have ordered;
an item you have ordered is out of stock;
we are unable to obtain authorisation for your payment, or to confirm that payment has been received;
one or more of the reasons set out in clause 7 of Part B applies;
we suspect fraudulent activity or a violation of the Legal Terms of Use, including the Privacy Policy; or
we identify a product or pricing error.

If Androlab is unable to fulfil your order after acknowledging it, we will contact you by email. See clause 7 (Cancellation of order or subscription).

Unless Androlab has notified you that it does not accept your order, or you have cancelled your order, acceptance of your order and completion of the contract between you and Androlab takes place when Androlab dispatches the goods you ordered.

Subscriptions. Where you sign up for a treatment plan on a subscription basis:

your subscription renews automatically at the interval shown at checkout and in your account portal, until you cancel it;
the amount and the billing date of each renewal are shown at checkout and in your account portal, and you authorise us to charge the payment method on file on each renewal date;
we will notify you by email before your renewal is processed, and before any change to your subscription price takes effect;
a renewal remains subject to a valid prescription; where a prescription has lapsed or the treating practitioner determines that treatment should not continue, the order will not be dispensed; and
you may cancel your subscription at any time in the Androlab portal, or by emailing info@androlab.co.za, with no minimum term and no cancellation fee. See clause 7 below.

If you require any information about your order, please contact Customer Support at info@androlab.co.za (Monday to Friday, 08:00 – 17:00 SAST, excluding public holidays).

6. PAYMENT

By purchasing products from our website, you confirm that the credit or debit card being used is owned by you. All cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses, or for any reason does not authorise, payment to us, whether in advance of or subsequent to a payment, Androlab will not be liable for any delay or non-delivery.

Your card verification value (CVV) is requested during the processing of your payment online. This number appears only on the physical card and not on any receipt. While it does not guarantee that the card used for the purchase has not been stolen, it provides additional assurance that the person placing the order has the card with them at the time, and is therefore an additional security measure. Card details are processed by our payment service provider and are not stored on Androlab’s systems.

7. CANCELLATION OF ORDER OR SUBSCRIPTION

If Androlab reasonably believes, in its sole discretion, that the completion of your order may result in a violation of the Legal Terms of Use, Androlab may, with or without notice, cancel or reduce the quantity of your order.

Orders, or parts of an order, are sometimes cancelled by our system for reasons including that an item is unavailable, that there was difficulty in processing payment information, that delivery to the address was not possible, that a duplicate order was placed, or that the order was cancelled at your request. If your order is cancelled, you will receive an email explaining the reason, and the appropriate amount will, subject to these terms and conditions, be refunded to your original payment method within 3 to 12 business days.

You may cancel a subscription at any time in the Androlab portal or by emailing info@androlab.co.za. There is no minimum term and no cancellation fee. A cancellation takes effect immediately, and you will not be charged for any cycle that has not yet been billed at the time you cancel. Once a renewal has been billed and the medicine has been compounded, dispensed or dispatched for you, that order cannot be cancelled and remains payable.

Androlab generally dispatches orders within 2 – 4 business days after an order has been accepted. It may therefore not be possible to cancel an accepted order before dispatch. In that event, you would need to deal with the order in accordance with the Returns Policy once you receive it.

Your rights under law. Nothing in this clause limits any right you have under the CPA or under section 44 of the Electronic Communications and Transactions Act 25 of 2002. Please note that the cooling-off right in section 44 does not apply to goods that, by their nature, cannot be returned. For safety and regulatory reasons, prescription medicine that has been dispensed to you cannot be returned to stock or resold, and can only be returned in the circumstances set out in the Returns Policy.

8. CREDIT CARD CHARGEBACK POLICY

Androlab does not tolerate credit card fraud. Androlab reserves its rights to report and prosecute fraud to the full extent of the law, and to pursue civil action to recover any loss or damage suffered in relation to that fraud, including legal costs on an attorney and own client scale.

If you have a problem with an order, please contact us first at info@androlab.co.za so that we can resolve it. Most issues are resolved quickly.

Where a chargeback or dispute is lodged with your card issuer without you having made reasonable effort to raise the matter with us first, and that chargeback or dispute is unsuccessful, Androlab reserves the right to recover from you the costs it actually incurs in responding to and defending the chargeback, including administrative costs and legal fees on an attorney and own client scale.

If you are successful with a chargeback and have not returned the products in accordance with our Returns Policy, Androlab may take steps to recover its losses, including through a third party collections agency, and your account may be reported to a credit bureau. We will not accept a return of any product other than in accordance with the Returns Policy.

9. RIGHT TO REFUSE AN ORDER OR CUSTOMER

Androlab reserves the right to cancel an order, to issue a refund, to decline to supply a customer in future, and to take legal action where appropriate, in respect of any person who:

initiates chargebacks or disputes without valid cause, particularly after receipt of an order;
threatens, abuses or harasses a staff member or a treating practitioner, whether in person, by telephone, online or by email; or
provides false information in the medical assessment or in connection with an order.

Where Androlab declines to supply a patient who is in active treatment, we will tell the patient so that they can arrange continuity of care with another provider.

10. LEGAL

All provisions of these terms and conditions are, notwithstanding the manner in which they have been grouped together or linked grammatically, severable from each other. Any provision of these terms and conditions which is or becomes unenforceable, whether due to voidness, invalidity, illegality, unlawfulness or for any other reason, will, only to the extent that it is unenforceable, be treated as pro non scripto, and the remaining provisions will remain of full force and effect. You agree that the intention is that these terms and conditions would have been agreed to without such unenforceable provisions had that unenforceability been known at the time you agreed to them.

PART C – DELIVERY POLICY

1. TITLE TO GOODS

Androlab retains legal ownership of the goods until the later of the dispatch of the goods to you and receipt by us of full payment for the goods. Legal ownership of the goods will immediately revert to Androlab if we refund any such payment to you.

2. DELIVERY TIMEFRAME

Androlab, or one or more third parties instructed by it, will deliver the goods in accordance with the delivery option selected by you during the order process. Any delivery times quoted to you are indicative only. Orders may be delivered in one or more parts. To the extent permitted in terms of Applicable Law, Androlab does not accept liability for delayed delivery caused by a third party.

Deliveries are made within the Republic of South Africa only.

3. RISK OF LOSS

Risk in the goods passes to you upon delivery.

4. RECEIPT OF GOODS

On delivery of the goods, you must inspect them. If you have not received the entire order as detailed in the order confirmation email, or if any item appears damaged or tampered with, contact Customer Support at info@androlab.co.za (Monday to Friday, 08:00 – 17:00 SAST, excluding public holidays) before using the product.

5. RETURNS POLICY

The Returns Policy forms part of these terms and conditions, and by agreeing to these terms and conditions you also agree to the terms of the Returns Policy.

6. PRIVACY POLICY

The Privacy Policy forms part of these terms and conditions, and by agreeing to the Legal Terms of Use you also agree to the terms of the Privacy Policy.