Terms of Service

Last updated: 7 June 2026 · Effective date: 7 June 2026

1. About These Terms

These Terms of Service ("Terms") govern your access to and use of:

the Jan on Health website at https://janonhealth.com (the "Website");
the JoH digital health and wellbeing companion delivered via WhatsApp and related channels (the "Service"); and
any related applications, APIs, or features we make available (together, the "Platform").

By accessing the Website, starting a conversation with JoH on WhatsApp, accepting our consent prompt, creating an account, or using the Service in any way, you agree to these Terms and our Privacy Policy.

If you do not agree, do not use the Platform.

2. Who We Are

The Platform is operated by VaultAir Systems (Pty) Ltd ("VaultAir", "we", "us", or "our"), a company registered in the Republic of South Africa.

The following information is provided in line with section 43 of the Electronic Communications and Transactions Act, 2002 (ECTA):

Legal name: VaultAir Systems (Pty) Ltd
Company registration number: 2025/540482/07
VAT registration: VaultAir is not legally required to register for VAT
Registered address: Stellenbosch, 7600, Western Cape, Republic of South Africa
Email: support@vaultair.systems
Website: https://janonhealth.com

3. What JoH Is — and What It Is Not

JoH is an AI-powered digital health and wellbeing companion. It provides general information, guidance, and support on topics such as fitness, nutrition, mental wellbeing, habit-building, and everyday health questions.

JoH is not:

a medical professional, clinic, hospital, or healthcare provider;
a substitute for advice, diagnosis, or treatment from a qualified doctor, nurse, pharmacist, psychologist, or other licensed healthcare professional;
an emergency or crisis service;
a medical device; or
a regulated telehealth platform.

Always seek professional medical advice for medical conditions, symptoms, medications, or treatment decisions. In an emergency, call your local emergency number immediately (for example, 112 in South Africa or 112/999 in many European countries, or 911 in the United States).

You use JoH at your own risk. Information provided by JoH is for general educational and wellbeing purposes only.

4. Eligibility

You may use the Service only if:

you are at least 18 years old (or the age of legal majority in your country, if higher);
you have the legal capacity to enter into a binding agreement; and
you are not prohibited from using the Service under applicable law.

The Service is not intended for children. We do not knowingly provide the Service to anyone under 18.

5. How the Service Works

5.1 WhatsApp and messaging

JoH is primarily delivered through WhatsApp using the WhatsApp Business Platform operated by Meta Platforms, Inc. Your use of WhatsApp is also subject to WhatsApp's own terms and privacy policy.

When you message JoH, we process your messages, media, and related metadata to provide the Service. See our Privacy Policy for details.

5.2 Artificial intelligence

JoH uses artificial intelligence, including large language models (currently OpenAI models), to generate responses. AI responses:

may be incomplete, inaccurate, or outdated;
are not reviewed by a human before delivery unless we state otherwise;
should not be relied on as medical or professional advice; and
may vary based on your conversation history and profile information you share.

We use automated safety checks, but no system is perfect. Use your own judgment.

5.3 Personalisation

To personalise your experience, JoH may store and use information you share during conversations, including health-related facts, goals, and short-term context (for example, recent symptoms or plans). Some short-term information expires automatically. See our Privacy Policy.

5.4 Language and translation

JoH may detect your language and translate messages to support multilingual use. Translation is automated and may contain errors.

5.5 Human support

You may request to speak to a person. We will use reasonable efforts to respond, but we do not guarantee a specific response time or that human support will be available at all times.

Before full access to the Service, we ask you to accept these Terms and our Privacy Policy through an in-app consent flow on WhatsApp.

You may accept or decline consent.
If you decline, we cannot provide the Service.
You may review and accept consent later by messaging JoH again.
We record the date and time of your consent for compliance and audit purposes.

Because JoH processes health-related information, your explicit consent is required under laws such as the EU General Data Protection Regulation (GDPR), the South African Protection of Personal Information Act (POPIA), and similar frameworks.

7. Subscriptions, Trials, and Payment

7.1 Plans and access

JoH may offer free, trial, and paid subscription tiers (such as Essential, Standard, and Pro). Plan features, limits, and pricing are described on the Website or communicated during onboarding.

7.2 Free trial

New users may receive a time-limited trial (for example, 30 days on the Standard plan). When the trial ends, continued access may require a paid subscription.

7.3 Paid subscriptions

Paid subscriptions are processed through our payment partner Paystack and/or related billing systems operated by VaultAir or its affiliates. By subscribing, you also agree to applicable payment terms presented at checkout.

Subscriptions renew automatically according to the billing cycle you select (for example, monthly) until you cancel.
Prices may change with reasonable notice, and any change applies from your next billing cycle.
Taxes may apply depending on your location.

Pricing, currency, and VAT. Plan prices are shown at checkout and on our subscription pages in South African Rand (ZAR) unless stated otherwise. VaultAir is not legally required to register for VAT, so no VAT is charged on our prices. You remain responsible for any taxes, levies, or charges imposed by your bank, card issuer, or jurisdiction.

7.4 Cancellation and refunds

Free trial. New users receive a 30-day free trial of the Standard plan. No payment is taken during the trial unless you choose to subscribe before it ends.

Paid subscriptions. Paid plans are billed in advance through Paystack on a recurring basis (for example, monthly), as shown on the checkout page and in your invoice. By completing checkout, you authorise Paystack to charge your selected payment method for the plan shown and to continue recurring charges until you cancel.

Cancellation. You may cancel at any time:

via the subscription management link provided by Paystack after purchase;
by messaging JoH on WhatsApp and requesting cancellation; or
by emailing support@vaultair.systems.

When you cancel, you retain access until the end of your current billing period. Cancellation stops future charges; it does not automatically refund amounts already paid.

Refunds. Except where required by applicable law (including the South African Consumer Protection Act, 2008):

we do not offer refunds for partial billing periods or unused time after a subscription charge;
if you believe you were charged in error or twice for the same period, contact us at support@vaultair.systems within 30 days and we will review the transaction; and
where a refund is approved, it is processed through Paystack to your original payment method and may take several business days to appear.

This refund policy aligns with the payment terms shown at Paystack checkout and on our subscription payment pages.

Statutory rights. Nothing in this section limits any non-excludable rights you have under applicable consumer law, including the South African Consumer Protection Act, 2008 and the Electronic Communications and Transactions Act, 2002 (which may give you a cooling-off right for certain electronic transactions), or mandatory consumer protections in the EU, UK, or your country of residence. Where such rights apply, they operate in addition to this policy.

7.5 Access restrictions

We may suspend or restrict access if:

your trial or subscription expires or payment fails;
you breach these Terms;
we are required to do so by law; or
we reasonably believe continued access poses a risk to you, other users, or the Platform.

8. Acceptable Use

You agree not to:

use the Service for medical emergencies or as a substitute for professional care;
provide information about another person without their permission;
share content that is unlawful, harmful, abusive, harassing, defamatory, obscene, or discriminatory;
attempt to reverse engineer, scrape, overload, or disrupt the Platform;
use the Service to provide unauthorised medical, legal, or financial advice to others;
impersonate any person or misrepresent your identity or health status;
upload malware or attempt unauthorised access to our systems; or
use the Service in any way that violates applicable law or third-party rights.

We may monitor use for safety, security, and compliance. We may remove content, restrict features, or terminate access if you violate these Terms.

9. Your Content and Health Information

9.1 What you share

You may send text, images, audio, video, documents, locations, and other content through WhatsApp ("User Content"). You are responsible for what you share and for ensuring you have the right to share it.

9.2 Licence to us

You retain ownership of your User Content. You grant VaultAir a limited, worldwide, non-exclusive licence to use, store, process, and display User Content only as necessary to operate, improve, secure, and support the Service, as described in our Privacy Policy.

9.3 Sensitive information

Because the Service involves health and wellbeing topics, you may share special category or sensitive personal information. Only share what you are comfortable sharing. Do not share information you are legally required to keep confidential on behalf of others (for example, patient records) unless you are authorised to do so.

10. Intellectual Property

The Platform, including the JoH name, branding, software, prompts, documentation, and content we create, is owned by VaultAir or its licensors and is protected by intellectual property laws.

You may not copy, modify, distribute, sell, or create derivative works from our Platform except as expressly permitted by these Terms or with our written consent.

You may use JoH responses for your personal, non-commercial wellbeing purposes. You may not republish, resell, or use JoH outputs to build competing products or services without permission.

11. Third-Party Services

The Platform integrates with third-party services, including:

Meta / WhatsApp — messaging delivery;
OpenAI — AI response generation;
Amazon Web Services (AWS) — hosting and infrastructure;
Paystack — payment processing; and
Pydantic Logfire — observability and error monitoring.

Your use of third-party services may be subject to their own terms. We are not responsible for third-party services outside our reasonable control.

12. Privacy

Your personal information and health-related data are handled in accordance with our Privacy Policy, which forms part of these Terms.

We implement technical and organisational measures to protect your data, including de-identification of phone numbers in core user records, encryption in transit, and access controls. No method of transmission or storage is completely secure.

13. Disclaimers

To the fullest extent permitted by applicable law:

THE PLATFORM AND ALL CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, NON-INFRINGEMENT, OR AVAILABILITY.

We do not warrant that:

the Service will be uninterrupted, error-free, or secure;
AI responses will be accurate, complete, or suitable for your circumstances; or
the Service will meet your health or wellbeing goals.

Nothing in these Terms excludes or limits warranties that cannot be excluded or limited under applicable law (including certain consumer rights in South Africa, the EU, and other jurisdictions).

14. Limitation of Liability

To the fullest extent permitted by applicable law, VaultAir and its directors, employees, contractors, and affiliates will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, data, goodwill, or health outcomes, arising from or related to your use of the Platform.

Our total aggregate liability for any claim arising from these Terms or the Service shall not exceed the greater of:

the amount you paid us for the Service in the 12 months before the event giving rise to the claim; or
ZAR 1,000 (one thousand South African Rand) if you have not paid us.

These limits do not apply to liability that cannot be limited under applicable law, including liability for death or personal injury caused by negligence where such limitation is prohibited, or fraud.

15. Indemnity

You agree to indemnify and hold harmless VaultAir from claims, damages, losses, and expenses (including reasonable legal fees) arising from:

your use of the Platform;
your User Content;
your breach of these Terms; or
your violation of any law or third-party rights.

16. Suspension and Termination

We may suspend or terminate your access to the Service at any time if you breach these Terms, if required by law, or if we discontinue the Service.

You may stop using the Service at any time. To request deletion of your personal information, contact us as described in the Privacy Policy.

Sections that by their nature should survive termination (including disclaimers, limitation of liability, intellectual property, and governing law) will survive.

17. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date and, where appropriate, notify you through the Website, WhatsApp, or email.

Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms, except where applicable law requires your renewed consent.

18. Governing Law and Disputes

18.1 South African users

For users in South Africa, these Terms are governed by the laws of the Republic of South Africa. You agree to the exclusive jurisdiction of the courts of South Africa, subject to any mandatory consumer protections.

18.2 European users

If you are a consumer in the European Economic Area (EEA) or United Kingdom, you benefit from mandatory protections of the law of your country of residence. Nothing in these Terms affects those rights. You may also bring proceedings in your local courts.

18.3 Other international users

For users outside South Africa and the EEA/UK, these Terms are governed by the laws of the Republic of South Africa, unless mandatory local law requires otherwise.

We encourage you to contact us first to resolve disputes informally at support@vaultair.systems.

19. General

Entire agreement: These Terms and the Privacy Policy are the entire agreement between you and VaultAir regarding the Platform.
Severability: If any provision is invalid, the remaining provisions remain in effect.
No waiver: Failure to enforce a provision is not a waiver of that provision.
Assignment: You may not assign your rights under these Terms. We may assign ours in connection with a merger, acquisition, or sale of assets.
Language: These Terms are written in English. Translated versions may be provided for convenience; the English version governs in case of conflict unless local law requires otherwise.

20. Contact Us

VaultAir Systems (Pty) Ltd
Company registration number: 2025/540482/07
Registered address: Stellenbosch, 7600, Western Cape, Republic of South Africa
Email: support@vaultair.systems
Website: Contact us

These Terms should be read together with our Privacy Policy.