Terms of Use

1. Acceptance of Terms

WellNaija (referred to as "we", "our", or "the Company") provides a telemedicine and digital healthcare platform that connects patients with licensed healthcare professionals. By accessing or using the platform, you agree to comply with and be bound by these Terms of Use and our Privacy Policy and Medical Disclaimer, which are incorporated by reference. If you do not agree to these terms, you may not access or use the platform.

2. Eligibility and Account Creation

To use WellNaija, you must be at least 18 years of age or the age of majority in your jurisdiction of residence. You must provide accurate, complete, and current information during registration. Creating multiple accounts, providing false information, or registering on behalf of someone else without their consent is prohibited.

3. Account Security

You are responsible for maintaining the security and confidentiality of your account credentials. You must notify us promptly if you suspect unauthorized access to your account. You are responsible for all activity that occurs under your account.

4. Accurate Information

You agree to provide accurate and current information about yourself, including contact details and, where applicable, professional credentials and medical information. Information you provide helps healthcare professionals make clinical decisions. Inaccurate or incomplete information may affect the quality and safety of care you receive.

5. Patient Responsibilities

As a patient, you agree to:

• Provide accurate and complete information about your health and symptoms during consultations.
• Not use the platform for emergency medical conditions. Contact your local emergency service or go to the nearest emergency department instead.
• Follow appropriate medical advice given by healthcare professionals you consult.
• Verify your chosen professional's credentials through official regulatory bodies where desired.
• Seek in-person medical care when recommended by a professional or when your condition warrants it.

6. Doctor Responsibilities

As a healthcare professional on WellNaija, you agree to:

• Provide accurate professional information during onboarding and verification, including licence details and qualifications.
• Only practice within your professional scope and the limits of your licensing and regulation.
• Make clinical decisions based on the information available and your professional judgment.
• Recommend in-person examination, laboratory testing, imaging, or referral where clinically appropriate.
• Maintain the confidentiality of patient information in accordance with professional obligations and law.

7. Professional Verification

Healthcare professionals on WellNaija are required to complete a verification process, including submitting documentation of their credentials. WellNaija reviews this information but does not guarantee the accuracy, currency, or completeness of any professional's credentials. Professionals are responsible for the accuracy of the information they submit. WellNaija's verification process does not replace your own due diligence where applicable.

8. Consultation Limitations

Digital consultations have inherent limitations. They may not be sufficient or safe for every condition. A healthcare professional may determine that in-person examination, laboratory testing, imaging, or referral is required. A consultation does not guarantee a diagnosis, treatment outcome, or prescription. The availability of a doctor on the platform does not mean that every condition can be safely handled online.

9. Acceptable Use

You may use the platform only for lawful purposes and in accordance with these terms. You may not use the platform in any way that violates applicable law or regulations, or that harms other users, professionals, or the platform itself.

10. Prohibited Conduct

You may not:

• Impersonate any person or entity, including healthcare professionals, patients, or WellNaija staff.
• Submit fraudulent or misleading information, including false credentials or false health information.
• Harass, threaten, abuse, or intimidate other users, healthcare professionals, or staff.
• Send unsolicited or inappropriate messages.
• Attempt to gain unauthorized access to the platform, other users' accounts, or restricted systems.
• Attempt to bypass, disable, or circumvent any security measure, access control, or rate limit.
• Use the platform to store, transmit, or distribute harmful code or material.
• Use the platform for any purpose that violates applicable law.

11. Misuse of the Platform

Misuse of the platform, including fraud, unauthorized access, credential sharing, misuse of wallet or payment systems, or any activity that threatens the security or integrity of the service, may result in immediate suspension or termination of your account, and may be reported to relevant authorities where required by law.

12. Payment and Wallet Rules

Consultation fees are displayed on professional profiles. Payments are processed through Paystack. Funding your wallet initiates a payment through Paystack, and wallet balances are credited only based on verified payment events. Wallet balances may be used to pay for consultations. WellNaija is not a licensed financial institution and does not hold or invest your wallet funds; the wallet tracks payment obligations on the platform.

13. Transaction Errors

Transaction errors may occur due to network issues, payment provider failures, or system errors. Where a payment is initiated but not completed, your wallet will not be credited. Where an error occurs after a successful payment, we will work to resolve it. Transaction history is maintained on the platform for your reference.

14. Refunds

Refunds are available in the circumstances described in the product and as supported by Paystack's policies. Refunds are not guaranteed for services already delivered. Consultation cancellation and refund rules, where implemented, are described in the relevant product flows. All refund decisions are subject to verification of the payment and consultation state.

15. User-Generated Content

You may generate content on the platform, including consultation messages, reviews, and ratings. You retain responsibility for content you create and grant WellNaija the right to store and use it to provide the service. Content must be accurate, respectful, and lawful. We may remove content that violates these terms or is otherwise harmful.

16. Chat and Communication Conduct

All communications on the platform must be respectful and professional. Harassment, threats, abuse, or inappropriate conduct toward patients, professionals, or staff may result in suspension or termination. Do not share personal contact details to take consultations off-platform.

17. Intellectual Property

The WellNaija platform, including its design, text, graphics, logos, and software, is owned by WellNaija or its licensors and is protected by applicable intellectual property laws. You may not reproduce, modify, distribute, or create derivative works from the platform without permission.

18. Third-Party Services

WellNaija integrates with third-party services, including Paystack for payment processing and Agora for real-time audio and video communication. Your use of these services may be subject to their own terms and policies. WellNaija is not responsible for the actions, omissions, or failures of third-party services beyond our control.

19. Service Availability

We aim to provide reliable service but do not guarantee uninterrupted access. The platform may be unavailable from time to time due to maintenance, upgrades, or factors beyond our control. Scheduled maintenance may cause temporary downtime.

20. Suspension or Termination

We may suspend or terminate your account for breach of these terms, fraudulent activity, conduct that harms other users or professionals, or as required by law. On termination, your access to consultations, records, and wallet functions may be affected. You may request account deletion at any time as described in the Privacy Policy.

21. Privacy Policy

Our Privacy Policy explains how we collect, use, and protect your personal information and is incorporated into these terms by reference.

22. Medical Disclaimer

Our Medical Disclaimer sets out the limitations of the platform and digital consultations, and is incorporated into these terms by reference.

23. Limitation of Liability

To the maximum extent permitted by law, WellNaija is not liable for errors, omissions, or clinical decisions by healthcare professionals using the platform. The platform is provided "as is" without warranties of any kind. We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill. Nothing in these terms limits liability that cannot be limited under applicable law.

24. Dispute Resolution

Disputes arising under these terms will first be addressed through good-faith negotiation. If a dispute cannot be resolved, it will be resolved subject to applicable law. Governing law and venue language is subject to legal review before public launch.

25. Changes to Terms

We may update these terms from time to time. Material changes will be reflected by an updated effective date and, where appropriate, notification through the platform. Continued use of the platform after changes take effect constitutes acceptance of the updated terms.

26. Contact

Questions about these terms may be directed to our support team through the support channels in the app or by email to support@wellnaija.ng.