Cookie Policy


1.     What is this document about?

This document stipulates which cookies and tracking technologies Genie Health South Africa (Pty) Ltd (“GENIE”) uses on its website and other websites as stipulated below.

2.     Terms used in this document

  • “Affiliates” means GENIE’s subsidiaries and business partners that assist with making the technology available to you and service providers who provide support services to us. Affiliates include the persons or entities that have licensed the technology to us and those who contract with us to allow your use of the technology such as your medical scheme or employer.
  • “Sites” means the website of GENIE, namely, and any website with a URL that is validly registered to GENIE.
  • “Technology” means GENIE’s digital platform and related services, the Sites, mobile applications, the biofeedback technology, and other electronic means such as video conferencing, chat, phone, and surveys made available by GENIE for your use, which technology may be owned by affiliates and licensed to GENIE.
  • “We” / “us” / “our” means GENIE.

3.     Tracking Technologies and Cookies

  • We may use technologies such as cookies, web beacons or pixels, tags, scripts, and other storage technologies (collectively referred to as “tracking technologies”) to collect or receive information on the sites. These tracking technologies may help us save your preferences, understand how you navigate through the sites, and improve your experience.
  • Cookies are small data files that we transfer to your device to collect information about your use of the sites. Cookies can be recognised by the website that downloaded them or other websites that use the same cookies. This helps websites know if your browsing device has visited them before. We may use both first-party and third-party cookies on the sites for the following purposes:
  • to improve the sites and make them function properly,
  • to track your interaction with the sites so that we can enhance your experience with them,
  • to remember the information you have already provided,
  • to collect information about your activities over time and across third-party websites or other online services to deliver content tailored to your interests; and
  • to provide a secure browsing experience during your use of the Sites.
  • The length of time a cookie will stay on your browsing device depends on whether the cookie is a “persistent” or “session” cookie. Session cookies will only stay on your device until you stop browsing. Persistent cookies stay on your browsing device until they expire or are deleted.
  • The following types of cookies may be used on the sites:
  • Strictly Necessary Cookies. These cookies are essential because they enable you to use the sites. For example, strictly necessary cookies allow you to access secure areas of the sites and for us to provide the sites. These cookies do not gather information about you for marketing purposes. This category of cookies is essential for the sites to work, and cannot be disabled.
  • Functional or Preference Cookies. We may use functional cookies to remember your choices so we can tailor the sites to provide you with enhanced features and personalised content. For example, these cookies can be used to remember your name or preferences on the sites. We will not use functional cookies to target you with online marketing. You can disable these cookies. This may, however, result in less functionality during your use of the sites.
  • Performance or Analytic Cookies. These cookies collect passive information about how you use the sites, including the pages you visit and links you click. We will use the information collected by such cookies to improve and optimise the sites. We will not use these cookies to target you with online marketing. You can disable these cookies.
  • Targeting or Advertising Cookies. These cookies are used to drive online advertising that is relevant to you by building up a picture of what you are interested in from your use of the internet. The cookies can limit the number of times you see an advert and help to measure the effectiveness of any advertising. They remember that you have visited a website, and this information may be shared with other organisations or advertisers. We may use these cookies in limited circumstances associated with our public-facing sites.
    • We may also use tracking technologies to collect “clickstream” data, such as the domain name of the service providing you with Internet access, your device type, the IP address used to connect your computer to the Internet, your browser type and version, operating system and platform, the average time spent on the sites, web pages viewed, content searched for, access times and other relevant statistics, and assign unique identifiers to the device or other credentials you use to access the sites for the same purposes. Pages of the sites and our emails may contain small electronic files known as web beacons (also referred to as clear gifs, pixel tags and single-pixel gifs) that permit us, for example, to count users who have visited those pages or opened an email and for other related website statistics (for example, recording the popularity of certain website content and verifying system and server integrity).
    • When viewing the sites, you can accept or reject the use of cookies. In addition, many browsers allow you to manage your cookie preferences at the individual browser level. You can set your browser to reject and/or delete some or all cookies. If you reject or delete cookies, please be aware that you may not be able to use some or all portions or functionalities of the sites.
    • Do Not Track: Some Internet browsers (e.g., Internet Explorer, Mozilla Firefox, and Safari) include the ability to transmit “Do Not Track” or “DNT” signals. Since uniform standards for “DNT” signals have not been adopted, the sites currently do not process or respond to “DNT” signals.
    • Location Information: You may be able to adjust the settings of your device so that information about your physical location is not sent to us or third parties by:
  • disabling location services within the device settings; or
  • denying certain websites or mobile applications permission to access location information by changing the relevant preferences and permissions in your mobile device or browser settings.

You should note that your location may also be derived from your Wi-Fi, Bluetooth, and other device settings. Please see your device settings for more information.

  • Analytics Tools:
    • We may use tools such as Google Analytics, Facebook, and LinkedIn to help analyse how individuals use the sites. Such third parties may use cookies, APIs, and SDKs on our sites to enable them to collect and analyse user and device-related data and information on our behalf. These tools use cookies to collect information such as how often users visit the sites, what pages they visit, and what other websites they use before coming to the sites. We use this information to improve our sites and to tailor the sites to you.
    • Google’s ability to use and share information collected by Google Analytics about your visits to the sites is restricted by Google Analytics Terms of Service and the Google Privacy Policy. You may prevent your data from being used by Google Analytics by downloading and installing the Google Analytics Opt-out Browser Add-on.
  • Our sites may utilise the Conversion Tracking Pixel service of Meta Platforms. This tool allows us to follow the actions of users after they click on a Facebook advertisement and allows us to record the efficacy of Facebook advertisements for statistical and market research purposes. The collected information remains de-identified which means we cannot see the personal information of any individual user. However, the collected information is saved and processed by Facebook and Facebook may be able to connect the information with your Facebook account and use it for their own advertising purposes under Facebook’s Data Use Policy. Facebook Conversion Tracking also allows Facebook, and its partners, to show you advertisements on and outside Facebook. You can manage your preferences regarding how Facebook uses your data through your Facebook account settings.

Clinical Consent

This consent applies to the practices of Buhrs Physiotherapist Inc & Herbst JA Biokineticist Inc

Please read these terms and conditions carefully, as they are important in clarifying and managing expectations and form the basis of your consent to treatment. If you have any questions, please contact your administrator or healthcare practitioner through the App, who will assist you with your query.

Online Exercise Programme

  1. The progress of your physical recovery will be monitored through the App. You will first be assessed by a physiotherapist through the App. A biokineticist or physiotherapist will then prepare an exercise programme for you, which will be loaded onto your profile on the App after your first session with the biokineticist or physiotherapist. The exercise programme will be designed to improve your recovery.
  2. It will consist of several sessions, specific to your needs. The programme is typically for 4 weeks and may be extended for an additional 4-week period should this be recommended. 1-week programmes may also be recommended. Your exercise sessions will be scheduled on the App. You will be monitored remotely by a team of biokineticists and/or physiotherapists, in an asynchronous manner. This means that you will not be monitored in real-time but may have a real-time consultation with a practitioner from time to time, should this be required. A video of your exercises will not be stored, although the completion of your pain scores and compliance with the programme will be reviewed regularly. While we will try to ensure that the same practitioner monitors you during all your sessions, this may not always be possible. Different practitioners may, therefore, monitor you during the sessions.
  3. There will be no physical in-person contact with your attending practitioner (physiotherapist / biokineticist). Your evaluation will be done, and your progress monitored through the App only. If the attending practitioner is of the opinion that you need to consult a healthcare practitioner in person, you will be referred to an appropriate practitioner. We cannot be held responsible should you injure yourself while performing your exercises. Therefor, if you feel uncomfortable at any time during the exercises, you must immediately stop and contact the attending practitioner who will guide you further.
  4. The programme is not intended to replace, but rather complement any treatment that you are currently receiving. You may continue to consult your preferred healthcare practitioners while you follow the exercise programme on the App.
  5. The benefits of receiving the services on the App include the following:
    • Lower cost than receiving in-person treatment;
    • Performing the exercises in the comfort of your own space (such as your home) with no need to travel to a healthcare practitioner;
    • Better outcomes compared to when exercises are done without monitoring by a healthcare practitioner;
    • Higher patient satisfaction due to the feedback and support received through remote monitoring.
  6. It is important that you complete the exercise programme to fully benefit from it. If you do not keep up with the required frequency and accuracy of exercises you may experience poor outcomes
  7. It is also important that you follow the instructions precisely with every exercise and give accurate feedback on pain levels. Failure to do so may result in injury, strain, or pain. If you do not report your pain scale accurately on the App, the exercises prescribed may be inappropriate for you.
  8. Interactions with the physiotherapist and biokineticist will only occur through the App. To ensure that this can be done successfully, please ensure that the device you use is of good quality. You must also ensure that you have sufficient data and that the data transmission speed is of good quality. Your device and data should meet the following requirements:
    • Mobile phone or tablet
      • Android – version 8.0 or later
      • iPhone – iOS 15. 0 or later
      • iPad – iPad OS 15.0 or later
      • iPod touch – iOS 15. 0 or later
      • Mac – Mac OS 12.0 or later with Apple M1 chip or later
    • Data speed requirements: 4Mb per second or faster
  9. The costs for the services (evaluation, exercise programme and remote monitoring) are described in the document entitled “Financial Consent”. The costs of the device you use to run the App on and any data costs incurred to access the App and to engage with a practitioner remotely are for your own account.
  10. You should be aware that if you have an unstable internet connection while using the App, you may experience a time delay. There may also be a delay in feedback from the attending practitioner should your exercises not be updated. This may impact the evaluation of:
    • your progression,
    • assessment of your pain scores,
    • range of your movement,
    • compliance with the exercise program, and
    • your comments to or requests for support from the attending practitioners.
  11. You have the right to refuse to receive services through the App. You may also terminate the remote services received through the App at any time. You should then consult a healthcare practitioner in person. You are obliged to inform your administrator or attending healthcare practitioner of your intention to terminate through the App.


Personal Information

  1. Your personal information will be processed in accordance with the Privacy Policy.
  2. You should note in particular that by agreeing to receive the services through the App, your personal information will be shared with the attending healthcare practitioners, other healthcare practitioners who provide care to you, your medical scheme and your scheme’s contracted service providers, including its administrator. If you do not agree with this sharing of your information, you should not proceed with receiving the services through the App.


    The practitioners who will render the services to you are registered in South Africa. All services they provide will be rendered in South Africa even if you choose to do the exercises in another country. This consent shall be governed, construed, and enforced according to the laws of the Republic of South Africa in South Africa.
  3. If any change occurs in the legislation or enforceable policy that requires changes to the services delivered through the App, we will contact you regarding these changes.
  4. Any disputes that may arise from your use of the App and the services on the App, which we cannot resolve between ourselves, will be resolved by arbitration.


  5. I agree to the terms and conditions, which include being evaluated and re-evaluated by a physiotherapist or biokineticist, doing the exercises and being monitored virtually by a physiotherapist or biokineticist.
  6. I understand that I may withdraw from the programme at any time.
  7. I confirm that I am familiar with the Privacy Policy of Genie applicable to the App. I fully understand my rights and obligations concerning my personal information processed by the healthcare practitioners and Genie, and in particular with whom it will be shared.
  8. I confirm that I am 18 years or older and mentally competent to agree to these terms and conditions and provide the consent.
  9. I consent of my own free will and confirm that I have not been forced or unduly influenced to provide the consent.

Financial Consent

This consent applies to the practices of Buhrs Physiotherapist Inc & Herbst JA Biokineticist Inc

Please read these terms and conditions carefully. They are all important. The terms and conditions constitute an enforceable agreement between us. If you have any questions, please contact your administrator or healthcare practitioner through the App, who will assist you with your query.


  1. You remain responsible for the payment for the services provided (assessment by a physiotherapist or biokineticist, and the preparation, deployment and monitoring of an exercise programme by a biokineticist or physiotherapist).
  2. You should note that we are obliged by law to include codes on your accounts that identify the services that you receive from us (procedure codes) and stipulate your diagnosis (ICD-10 codes). Without these codes, your medical scheme might not reimburse for these services.
  3. We will submit a copy of the account to your medical scheme on your behalf, should it be determined that there are benefits to cover these services. It is anticipated that your medical scheme will pay the amount directly to the relevant practice.  Should the scheme for some reason pay this into your own account, it will be your responsibility to pay this across to the relevant practice in settlement of services rendered.
  4. Should it be determined that there no be benefits available to cover these services, a payment link will be sent to you immediately after your online assessment by the physiotherapist and again after your personalised programme is deployed to your profile on the App by the biokineticist or physiotherapist. You shall then be required to make payments using a credit or debit card. You will only obtain access to the full exercise programme, once the payments have been cleared. The fees for 2024 are as follows:
    (a) Physiotherapy assessment: R394.50 (including VAT).
    (b) Exercise programme and remote monitoring by a biokineticist and/or physiotherapist per 4-week block: R1157.20 (including VAT).
  5. Should it be determined after the submission of your account to the medical that the claim is rejected or not settled in full, you will be required to make a payment in settlement of services rendered as per point 4 above.
  6. The costs of the device you use to run the App on and any data costs incurred to access the App and to engage with a physiotherapist or biokineticist remotely are for your own account.
  7. You are responsible for paying all outstanding accounts, including charges incurred by us for any dishonoured payments, as well as collection and legal fees (on an attorney-own client scale) for accounts we must collect. We will hand outstanding accounts over for collection to debt collectors or attorneys. You may be listed as a ‘bad payer’ at credit bureaus if you do not pay these accounts.


  8. These terms and conditions shall be governed, construed and enforced according to the laws of the Republic of South Africa in South Africa.
  9. Any disputes that may arise from your use of the App and the services on the App, which we cannot resolve between ourselves, will be resolved by arbitration.


  10. I confirm that I am 18 years or older and mentally competent to agree to these terms and conditions.
  11. I agree to the terms and conditions of this Financial Consent, including to pay for the services that I will receive through the App.
  12. I confirm that I have not been forced or unduly influenced to agree to the terms and conditions.

* Please note that by clicking on this button, you are agreeing to our above terms & conditions and verifying that you have read and understand them.