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  1. Detailed description of goods and/or services
    • Africa Institute of Emergency Medicine (Pty) Ltd (herein after AIEM) is a business in the Emergency Medicine industry that provides emergency medicine training, services and products.
  2. Delivery policy
    1. Subject to availability and receipt of payment, requests will be processed within 5 days and delivery confirmed by way of a unique order number will be communicated via email and which can be used to track the status of the order.
    2. Deliveries will be made through our designated courier company, Aramex. For information on their Terms and Conditions, refer to www.aramex.co.za.
    3. We can only deliver products to physical addresses within the borders of the Republic of South Africa.
    4. Standard Deliveries will be made within 7-14 business days upon acceptance of your order.
    5. Once the delivery address has been indicated and you have received confirmation of your order, we regret that no changes to the specified address and/or delivery option will be accepted.
    6. We reserve the right to contact customers and arrange alternative delivery methods and timelines if your delivery address is remote or to cancel the order if delivery is not feasible
    7. Before you finalise your order, you have the option to indicate in the “Notes” field whether the order should only be delivered to you OR you can specify an alternative authorized person’s name to receive it on your behalf. You or the authorized person will be required to show proof of identification to the courier upon delivery.
    8. In order to safeguard your purchase, the carrier will only deliver to the specified address and to you or one of the people indicated on the notes of the order as being authorised to receive your parcel.
    9. The courier will request proof of identity from the person receiving the parcel if this was indicated in the “notes” field of the order.
    10. All parcels delivered will be secured with a unique purchase sealing tape. Should this be broken, please follow the guidance below.
      1. The person receiving the parcel will be asked by the courier to sign the waybill indicating that the parcel/carton has been received undamaged and in good condition.
      2. In the unlikely event that the parcel/carton is damaged and/or the security seal is broken, then the receiving person can either:
        1. Check the parcel in front of the driver and indicate on the courier’s waybill (delivery documentation) whether there are any breakages, and/or damages and/or items missing. Both parties (the courier and the person receiving) will need to co-sign their names against this indication. If the receiving person chooses to still accept the damaged carton, the waybill will reflect that a damaged parcel was received and accepted with both parties co-signing.
        2. Alternatively, the receiving person can send the parcel back and indicate on the waybill the reasons for sending the parcel back. Both parties will need to co-sign against this indication.
  3. Export restriction
    • The offering on this website is available to South African clients only.
  4. Return and Refunds policy
    1. The provision of goods and services by Africa Institute of Emergency Medicine (Pty) Ltd is subject to availability. In cases of unavailability, Africa Institute of Emergency Medicine (Pty) Ltd will refund the client in full within 30 days.
    2. Training Services Cancellation Policy:
      1. Once course materials have been dispatched no refunds will be granted
      2. Course bookings may be rescheduled, subject to availability if cancellations are made more than 14 days prior to course commencement
    3. Products Returns Policy:
      1. Goods will be refunded or exchanged, in accordance with the applicable provisions of the Consumer Protection Act, if the goods were defective, unfit for purpose or failed due to a design or manufacturing flaw.
      2. AIEM reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre.
      3. AIEM reserves the right to refer returned goods for technical assessment by the manufacturer or authorized service centre prior to repairing, replacing or refunding an item and to provide the customer with feedback within 10 business days of receipt of the returned goods and to act accordingly.
      4. If the goods show a defect after the initial 6 (six) month period but are within the manufacturer’s warranty period, AIEM may, at the customer’s request send the goods to the manufacturer for repair and the manufacturer will decide whether you will have a valid claim and if so, whether they will repair or replace as well or whether any charges will be levied in accordance with the terms of the warranty.
      5. All goods repaired in terms hereof will carry a further 3 (three) month warranty which runs concurrently with the 6 (six) month period but may serve to extend the warranty beyond the original 6 month period where the 3 months expire after the 6 month period.
      6. If the goods become defective once the manufacturer’s warranty has expired, we will endeavour to arrange with the manufacturer or its agents to repair the goods but bear no responsibility for their failure to do so.
      7. No chargeable repairs will be done without the customer’s approval of a quotation first. If within 3 (three) months after goods have been repaired, the defect persists or a further failure or defect occurs on the repaired component AIEM will either refund or replace the component. Customers must keep proof of repairs.
      8. As with all warranties, certain conditions and exceptions apply:
        • Please take proper note of any terms or instructions that accompany your goods;
        • Goods that show a material manufacturing defect or other material defects within the first 6 (six) months of purchase will be repaired, replaced or refunded; and
        • Defects that develop after six months may be repaired, replaced or refunded at the manufacturer’s election, and subject to the relevant manufacturer’s policy.
      9. The manufacturer’s warranty will only apply to material defects in the process of manufacturing the goods and will not apply in the following instances:
        • damage caused by lightning or power surges;
        • damage caused by misuse or abuse to the goods or contrary to instructions and warnings provided on the goods or their documentation;
        • goods used for a purpose other than the purpose for which they were intended e.g. commercial use of domestic appliances;
        • accidental damage;
        • goods that have been altered or physically changed in any way; and
        • A public regulation prohibits such returns for public health reasons.
      10. Once we have accepted a return and approved a refund, the customer will receive the refund in the same manner as payment was made.
  5. Customer Privacy policy
    • Africa Institute of Emergency Medicine (Pty) Ltd shall take all reasonable steps to protect the personal information of users. For the purpose of this clause, “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded from here.
  6. Payment options accepted
    • Payment may be made via Visa and MasterCard.
  7. Card acquiring and security
    1. Card transactions will be acquired for Africa Institute of Emergency Medicine (Pty) Ltd via PayGate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. PayGate uses the strictest form of encryption, namely
    2. Secure Socket Layer 3 (SSL3) and no Card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
  8. Customer details separate from card details
    • Customer details will be stored by Africa Institute of Emergency Medicine (Pty) Ltd separately from card details which are entered by the client on PayGate’s secure site. For more detail on PayGate refer to www.paygate.co.za.
  9. Merchant Outlet country and transaction currency
    • The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).
  10. Responsibility
    • Africa Institute of Emergency Medicine (Pty) Ltd takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.
  11. Country of domicile
    • This website is governed by the laws of South Africa and Africa Institute of Emergency Medicine (Pty) Ltd chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, 23 Hobart Road, Hobart Square Office Park, Ground Floor, Building C, Bryanston, 2194 .
  12. Variation
    • Africa Institute of Emergency Medicine (Pty) Ltd may, in its sole discretion, change this agreement or any part thereof at any time without notice.
  13. Company information
    1. This website is run by Africa Institute of Emergency Medicine (Pty) Ltd with CIPC registration number 2009/004923/07, a wholly owned subsidiary of First Care Solutions (Pty) Ltd.
    2. Africa Institute of Emergency Medicine (Pty) Ltd contact details
      • Company Physical Address: 23 Hobart Road, Hobart Square Office Park, Ground Floor, Building C, Bryanston, 2194
      • Email: info@aiem.co.za
      • Telephone: 011-706-4049
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