Unfair Charges at Marie Stopes Gandhi Centre

I am writing to formally lodge a complaint regarding the treatment my two sisters received at the Marie Stopes Gandhi Centre.

On 02 September 2025, they visited the centre and were asked to pay R6,790 upfront before any service could be provided. After making the payment, they consulted with the doctor, only to be informed that the procedure could not be performed because my younger sister, who is only 15 years old, was already over 20 weeks.

To make matters worse, my 15-year-old sister was made to sign a form stating that she would incur a 75% penalty fee. This raises serious concerns, as:

Contravention of the Children’s Act, 38 of 2005: A 15-year-old is a minor and cannot legally enter into binding financial agreements without the consent of a parent or guardian. Requiring her signature was improper and invalid.

Contravention of the Consumer Protection Act, 68 of 2008:

Section 14(3)(b) prohibits imposing excessive cancellation penalties. A 75% penalty for a service not rendered is unfair, unreasonable, and ********.

Section 54 grants every consumer the right to fair and quality service, which includes receiving proper information and treatment before being charged.

Section 48 prohibits unfair, unreasonable, or unjust contract terms. Requiring full upfront payment without first confirming eligibility for the procedure is exploitative.

The service was declined by the clinic, not by us. Therefore, the cancellation was not initiated by the client, and we should not be held liable for costs as though we had cancelled.

We respectfully request:

A full refund of the R6,790 or, at minimum, the reversal of the 75% penalty fee.

A formal investigation into how such a situation was allowed to occur.

Written clarification on Marie Stopes’ policies for upfront payments, refunds, and informed consent particularly in relation to minors.

This experience has caused severe financial strain and emotional distress to my family. We trust that Marie Stopes, as a healthcare provider, will act urgently to resolve this matter in line with South African law and in the best interest of patient rights.

I look forward to your prompt response within 14 business days, failing which we will escalate the matter to the National Consumer Commission and other relevant regulatory bodies.