What the cap covers
The cap covers consultation fees, admin and booking fees, facility fees and after-hours surcharges for the visit, added together. A partner may not split a consultation into several fees to get around it.
What the cap does not cover
Medicines, dressings and supplies, procedures, and tests are not capped. Buying a medicine or a product is the family's choice, not a condition of being seen. Before charging for anything beyond the consultation, the partner must say what it is for and what it costs, and the family may say no and still be seen for the capped fee.
Each partner agrees to the covenant individually
The covenant is an agreement between Echo Reach and each partner. Partners set their own prices for everything outside the cap. Partners do not agree prices with each other through Qera, and we never pass one partner's prices or terms to another.
Partners pay a fixed R30 from a prepaid wallet for each case they accept. The fee is the same whatever the partner charges, and families pay nothing to Qera for the introduction.
Families can have an invoice checked
A family that thinks it was overcharged replies OVERCHARGED on WhatsApp within 60 days of the clinic accepting the case, and sends a photo of the invoice. Qera reads the invoice and adds up the capped fees.
- If the capped fees are within the cap, we tell the family so.
- If they are clearly over the cap and the invoice is legible and matches the partner, a violation is recorded and the partner is told by email.
- If the invoice is unclear, or the result is not certain, a person on our team reviews it before anything happens.
A violation suspends new leads until it is put right
While a violation is open, the partner sees no new cases on Qera. It is resolved when the partner refunds the family the amount over the cap (remedied), or when our review finds no breach (dismissed). The partner can appeal any violation from the partner portal and explain what happened; a person decides every appeal. Leads resume as soon as no open violation remains.
Every violation that isn't dismissed counts as a strike, even after it is remedied. A third strike within 12 months removes the partner from Qera. Removal doesn't lift on its own: only a person at Qera can restore a partner, and the reason is recorded.
Questions
Families and partners can write to support@qera.co.za.