Item: Healthcare and Mobility Africa
Rating: 1
Author: Erna L

Healthcare and Mobility Africa's replyOfficial

19 Oct 2026, 16:44

Dear Erna L,

We always strive to satisfy our customers, and we are sorry you are unhappy with your experience. However, some of what you have stated appears to stem from a misunderstanding of our terms, and some of it is not accurate.

You purchased your bed on 24 August from one of our most experienced Product Specialists, who will be celebrating his 14th year with the company next month and has an excellent track record.

When you sign the agreement and place your order, you automatically receive a copy of the order with our terms and conditions attached. The order form you signed also confirms your agreement to those terms. The terms clearly state that you may cancel the order within five days. Because your bed is built to order, it is a special-order product, and the Consumer Protection Act’s general right to cancel an advance order does not apply to special-order goods. We nevertheless offer the five-day cancellation period for our customers’ benefit.

While you may have mentioned during the demonstration that you intended to settle the balance from a policy payout, your order was not conditional on that payout. No such condition was recorded on your order, and it did not form part of our agreement. We have consulted with the Product Specialist, and he did not agree to any such condition. At no time did he say that you could cancel the order and have your deposit refunded if the policy did not pay out, or that you had six months to cancel. What our terms do require is that the customer takes delivery of the bed within six months of placing the order. This may be where the confusion about six months has arisen, although your cancellation email shows that you understood the six months to be the time within which the balance needed to be paid.

We would also point out that you only wrote to us to cancel on 16 October, more than seven weeks after placing your order and long after the five-day cancellation period had passed. By then your bed order had long since been put into production. In that email, the only reason you gave for cancelling was that your policy payout was unlikely to be received within six months. You said that you still needed the bed and intended to buy it once the payout came through. You made no mention of having been told you could cancel for a refund, or of any agreement about when manufacturing would begin. In an effort to assist you, our National Sales Manager offered to hold your bed until April 2027 at the same price, giving you time to receive your payout. Unfortunately, you declined this offer.

Your statement that the Product Specialist said you needed to give three weeks’ notice before the factory would start manufacturing your bed is not supported by your order. The special instructions recorded on it note that you would give us two weeks’ notice before you needed the bed, and that you would be ready in six to eight weeks. We schedule our deliveries a week in advance, and our delivery teams are sometimes as far away as the Eastern Cape. You were therefore asked to give us two weeks’ notice so that you would receive delivery when you requested it. That notice period relates to when we deliver, not to when manufacturing begins.

Our offer to hold your bed until April 2027 at the same price remains open until 31 October 2026. If we do not hear from you by then, the offer will lapse and your order will be dealt with in accordance with our terms and conditions. We would still welcome the opportunity to discuss this with you directly.

Kind regards,

The Team @ Adjust4Sleep

Healthcare and Mobility Africa's reply19 Oct 2026, 16:44

Official

Dear Erna L,

We always strive to satisfy our customers, and we are sorry you are unhappy with your experience. However, some of what you have stated appears to stem from a misunderstanding of our terms, and some of it is not accurate.

You purchased your bed on 24 August from one of our most experienced Product Specialists, who will be celebrating his 14th year with the company next month and has an excellent track record.

When you sign the agreement and place your order, you automatically receive a copy of the order with our terms and conditions attached. The order form you signed also confirms your agreement to those terms. The terms clearly state that you may cancel the order within five days. Because your bed is built to order, it is a special-order product, and the Consumer Protection Act’s general right to cancel an advance order does not apply to special-order goods. We nevertheless offer the five-day cancellation period for our customers’ benefit.

While you may have mentioned during the demonstration that you intended to settle the balance from a policy payout, your order was not conditional on that payout. No such condition was recorded on your order, and it did not form part of our agreement. We have consulted with the Product Specialist, and he did not agree to any such condition. At no time did he say that you could cancel the order and have your deposit refunded if the policy did not pay out, or that you had six months to cancel. What our terms do require is that the customer takes delivery of the bed within six months of placing the order. This may be where the confusion about six months has arisen, although your cancellation email shows that you understood the six months to be the time within which the balance needed to be paid.

We would also point out that you only wrote to us to cancel on 16 October, more than seven weeks after placing your order and long after the five-day cancellation period had passed. By then your bed order had long since been put into production. In that email, the only reason you gave for cancelling was that your policy payout was unlikely to be received within six months. You said that you still needed the bed and intended to buy it once the payout came through. You made no mention of having been told you could cancel for a refund, or of any agreement about when manufacturing would begin. In an effort to assist you, our National Sales Manager offered to hold your bed until April 2027 at the same price, giving you time to receive your payout. Unfortunately, you declined this offer.

Your statement that the Product Specialist said you needed to give three weeks’ notice before the factory would start manufacturing your bed is not supported by your order. The special instructions recorded on it note that you would give us two weeks’ notice before you needed the bed, and that you would be ready in six to eight weeks. We schedule our deliveries a week in advance, and our delivery teams are sometimes as far away as the Eastern Cape. You were therefore asked to give us two weeks’ notice so that you would receive delivery when you requested it. That notice period relates to when we deliver, not to when manufacturing begins.

Our offer to hold your bed until April 2027 at the same price remains open until 31 October 2026. If we do not hear from you by then, the offer will lapse and your order will be dealt with in accordance with our terms and conditions. We would still welcome the opportunity to discuss this with you directly.

Kind regards,

The Team @ Adjust4Sleep

EL

Erna L's updateReviewer Update

20 Oct 2026, 10:15

Thank you for your response. I’d like to address several points. 1. The conversation had witnesses. Four adults were in the room during the sales presentation, and all of them heard what your Product Specialist said. We asked him directly what would happen if the policy didn’t pay out, because we would not be able to pay the balance. He told us we could cancel and get our deposit back. His 14 years of service don’t change what four people heard. I’d also point out that “he did not agree to it” is not the same as “it was not said.” What was said was simply never written on the order. 2. Your own response supports our account. You say the purchase was never linked to the policy payout. But your offer was to hold the bed until April 2027, which was designed around the payout. You also say my email shows I understood six months to be the time for paying the balance. That is exactly what we were told: we had six months, and the balance depended on the payout. 3. The terms were never shown to us. The order was signed on an iPad that showed only the figures and the signature box. The terms and conditions were not opened, shown or explained. Receiving a copy after signing does not mean the terms were brought to our attention before we agreed to them. Under Section 49 of the Consumer Protection Act, terms that limit a supplier’s liability or put risk on the consumer must be specifically drawn to the consumer’s attention, and the consumer must have a fair chance to understand them before agreeing. 4. Manufacturing. You say the bed was “long since put into production” by 16 October. Your own published terms give you up to three months from signature to deliver. Your order notes say we would be ready in six to eight weeks and would give two weeks’ notice. We never gave that notice, and no delivery date was ever set. If the bed has been made, please give us proof: the production date, the factory job number, and where the bed is being stored. 5. Your own terms on the deposit. Your terms say the deposit is forfeited only if delivery is not taken within six months, which in our case is February 2027. They also allow you to “sell the goods to defray costs.” So you are refusing to refund the deposit now, before that point is reached. If you later resell the bed, you will have the full deposit and the resale income too. 6. The current position. We have paid a deposit of over R17,000. We have received no goods and no services. You have refused to refund the deposit. You have also said you will not deliver the bed until the remaining balance of the roughly R50,000 price is paid. We told your representative before signing that we could not pay that balance without the policy payout. The result is that you are keeping our money and providing nothing in return. 7. The Consumer Protection Act. Beyond Section 49, we believe the following apply: Section 41 prohibits false or misleading statements, including verbal ones by sales staff, about a consumer’s rights. Section 48 prohibits terms that are unfair, unreasonable or unjust. Keeping more than R17,000, about a third of the price, when no goods or services have been delivered is in our view exactly that. Section 65 requires a supplier holding a consumer’s deposit to treat it as the consumer’s property and not use it for its own benefit. We require a full refund of our deposit, less only those costs you can prove you have actually incurred. If this is not resolved, we will refer the matter to the Consumer Goods and Services Ombud and the National Consumer Commission. Regards, EL

EL

Erna L's update20 Oct 2026, 10:15

Reviewer Update

Thank you for your response. I’d like to address several points. 1. The conversation had witnesses. Four adults were in the room during the sales presentation, and all of them heard what your Product Specialist said. We asked him directly what would happen if the policy didn’t pay out, because we would not be able to pay the balance. He told us we could cancel and get our deposit back. His 14 years of service don’t change what four people heard. I’d also point out that “he did not agree to it” is not the same as “it was not said.” What was said was simply never written on the order. 2. Your own response supports our account. You say the purchase was never linked to the policy payout. But your offer was to hold the bed until April 2027, which was designed around the payout. You also say my email shows I understood six months to be the time for paying the balance. That is exactly what we were told: we had six months, and the balance depended on the payout. 3. The terms were never shown to us. The order was signed on an iPad that showed only the figures and the signature box. The terms and conditions were not opened, shown or explained. Receiving a copy after signing does not mean the terms were brought to our attention before we agreed to them. Under Section 49 of the Consumer Protection Act, terms that limit a supplier’s liability or put risk on the consumer must be specifically drawn to the consumer’s attention, and the consumer must have a fair chance to understand them before agreeing. 4. Manufacturing. You say the bed was “long since put into production” by 16 October. Your own published terms give you up to three months from signature to deliver. Your order notes say we would be ready in six to eight weeks and would give two weeks’ notice. We never gave that notice, and no delivery date was ever set. If the bed has been made, please give us proof: the production date, the factory job number, and where the bed is being stored. 5. Your own terms on the deposit. Your terms say the deposit is forfeited only if delivery is not taken within six months, which in our case is February 2027. They also allow you to “sell the goods to defray costs.” So you are refusing to refund the deposit now, before that point is reached. If you later resell the bed, you will have the full deposit and the resale income too. 6. The current position. We have paid a deposit of over R17,000. We have received no goods and no services. You have refused to refund the deposit. You have also said you will not deliver the bed until the remaining balance of the roughly R50,000 price is paid. We told your representative before signing that we could not pay that balance without the policy payout. The result is that you are keeping our money and providing nothing in return. 7. The Consumer Protection Act. Beyond Section 49, we believe the following apply: Section 41 prohibits false or misleading statements, including verbal ones by sales staff, about a consumer’s rights. Section 48 prohibits terms that are unfair, unreasonable or unjust. Keeping more than R17,000, about a third of the price, when no goods or services have been delivered is in our view exactly that. Section 65 requires a supplier holding a consumer’s deposit to treat it as the consumer’s property and not use it for its own benefit. We require a full refund of our deposit, less only those costs you can prove you have actually incurred. If this is not resolved, we will refer the matter to the Consumer Goods and Services Ombud and the National Consumer Commission. Regards, EL

Healthcare and Mobility Africa's replyOfficial

20 Oct 2026, 11:07

Thank you for your reply. As we always have, we prefer to engage with our customers directly rather than on a public platform. We do not accept your account of events, and several of your statements are incorrect or have been misconstrued, so we need to correct them.

Our offer to hold your bed until April 2027 was a goodwill gesture made after you told us your payout had been delayed. It was not an acknowledgement that your order was conditional on the payout, and it does not change the agreement you signed. Likewise, the six months referred to in our terms is the period within which delivery must be taken. It has never been a period within which an order can be cancelled for a refund.

The order form you signed confirms that you agreed to our terms and conditions. It refers you to where those terms can be read, and a copy was sent to you with your order. Under those terms, the balance is payable on delivery, not before delivery as you have claimed. The three-month delivery period you refer to is a protection for the customer, ensuring that we deliver within a reasonable time. It does not affect your obligations under the agreement. As your cancellation was received well outside the five-day cancellation period, you were not entitled to a refund of your deposit. We acknowledged your cancellation; however, our offer to hold your bed until April 2027 at the same price remains open until 31 October 2026, as previously set out.

We are happy to share the production details of your bed with you directly, but not on a public forum. We are also satisfied that our agreement complies with the Consumer Protection Act. Should you refer the matter to the Consumer Goods and Services Ombud, we will respond fully through that process.

We see no benefit in continuing to engage in this manner. Should you wish to discuss the matter further, please contact us directly.

Kind regards,

The Team @ Adjust4Sleep

Healthcare and Mobility Africa's reply20 Oct 2026, 11:07

Official

Thank you for your reply. As we always have, we prefer to engage with our customers directly rather than on a public platform. We do not accept your account of events, and several of your statements are incorrect or have been misconstrued, so we need to correct them.

Our offer to hold your bed until April 2027 was a goodwill gesture made after you told us your payout had been delayed. It was not an acknowledgement that your order was conditional on the payout, and it does not change the agreement you signed. Likewise, the six months referred to in our terms is the period within which delivery must be taken. It has never been a period within which an order can be cancelled for a refund.

The order form you signed confirms that you agreed to our terms and conditions. It refers you to where those terms can be read, and a copy was sent to you with your order. Under those terms, the balance is payable on delivery, not before delivery as you have claimed. The three-month delivery period you refer to is a protection for the customer, ensuring that we deliver within a reasonable time. It does not affect your obligations under the agreement. As your cancellation was received well outside the five-day cancellation period, you were not entitled to a refund of your deposit. We acknowledged your cancellation; however, our offer to hold your bed until April 2027 at the same price remains open until 31 October 2026, as previously set out.

We are happy to share the production details of your bed with you directly, but not on a public forum. We are also satisfied that our agreement complies with the Consumer Protection Act. Should you refer the matter to the Consumer Goods and Services Ombud, we will respond fully through that process.

We see no benefit in continuing to engage in this manner. Should you wish to discuss the matter further, please contact us directly.

Kind regards,

The Team @ Adjust4Sleep

Misrepresented sales terms, false manufacturing claims, and refused refund of R17,000+ deposit