Service concerns
Cendara Support
For account, access, timing, support, refund, or general service concerns, email hello@cendara.co.za with the least sensitive detail needed to identify the issue.
Complaints
Raise a concern safely.
Last updated: July 2026. Cendara separates service concerns, privacy rights, payment questions, and care-process concerns so sensitive health information stays in the right channel. We acknowledge complaints within 1 business day and aim to provide a first substantive update within 3 business days where reasonably possible.
Emergency boundary
Cendara is not an emergency service.
If you or someone else needs urgent help, call 112 or go to your nearest emergency room. Do not wait for a Cendara reply.
Privacy concerns
Privacy and information officer route
For privacy rights, access, correction, deletion, objection, or information-officer questions, email privacy@cendara.co.za.
Care-process concerns
Cendara with the clinical partner process
For care-process or clinical-review concerns, use the secure portal where possible. Cendara routes clinical-process concerns to the appropriate partner process, currently Mobi-Med Clinic.
Response timing
We keep the first reply close.
Cendara acknowledges complaints within 1 business day. We aim to give a first substantive update within 3 business days where reasonably possible. If the issue involves a clinical partner, pharmacy, lab, payment provider, or privacy request, timing may depend on identity checks, legal review, or partner response.
What to include
Give enough context without exposing health details.
Include your name, the email address linked to your Cendara account, the route or service step involved, and what outcome you are asking for. Use the Privacy Policy for privacy rights and information-officer contact routes.
External routes
You can still use the appropriate public body.
- Privacy complaints may be taken to the Information Regulator.
- Practitioner conduct concerns may be raised with the appropriate professional regulator, including the HPCSA where relevant.
- Consumer or service disputes may be raised with the appropriate South African consumer body where applicable.