Terms & Conditions

  1. Introduction:

    Please read these terms and conditions (“Terms of Use” or “Terms”) carefully as they form a legal contract between you and Heala Tech Limited (“Heala”, the “Company”, “we”, “us” or “our”), and contain important information about your legal rights, remedies, and obligations in relation to your use of our services, this website (www.heala.ng), and/or our mobile application (the “Platform”).

    In addition to these Terms, your use of the Platform is subject to our ​​privacy notice, and any other contract that you may enter into as a precondition or condition for using our service as a health institution, doctor or patient (the “Related Agreements”). If any conflict exists between these Terms and any Related Agreements, the specific terms of the Related Agreements shall apply in relation to such conflict.

    We may modify these Terms at any time by posting an updated version on this website, but we have no duty to notify you. Where our changes reduce your rights or increase your responsibilities, we will provide you with advance notice of 5 (five) days from the date of the publication. However, you acknowledge and agree that it is your responsibility to review these Terms periodically to familiarise yourself with any modifications. Your continued use

    of this website after such modifications will constitute acknowledgment and agreement with the modified Terms.

  2. Minor

    Our Platform is not intended for or directed at children under 18 years of age, and we do not knowingly engage or provide services to children under the age of 18. If we learn that we have collected any personal information from children under 18, then we will promptly take steps to delete such information and terminate the child’s account.

    You have the right as a registered user to create a sub-account for a dependent minor, or if you are authorised to oversee their healthcare. You may also authorise consultations on behalf of the dependent minor., but you must be present to supervise the consultation.

  3. About Us

    Heala is the owner of a mobile application through which medical practitioners and partners can provide healthcare services to patients in need of them (the “Heala App”).

    Note: Heala is not a Hospital. Heala is an independent contractor for all purposes, providing the Heala Platform and services on an independent service provider basis.

  4. Service

    The Heala App provides healthcare services to users through electronic and telecommunication technologies (“Telehealth”), including phone calls, chats, short messaging service (SMS), and audio and video conferencing (the “Service”). Heala App gives you access to licensed medical practitioners (“Practitioners”) and registered partners (“Partners”) through its Platform.

    1. Practitioners: They are:

      1. Independent Practitioners: Heala engages qualified doctors who are employed by Heala but operate solely as independent contractors (“Heala Doctors”). These doctors provide Services directly to patients; and are responsible for their practice and compliance with professional requirements.

      2. Partner Medical Practitioners: are licensed practitioners employed by a Partner.

    2. Partner: You may access this Service through a registered institutional partner. They include healthcare institutions like hospitals, pharmacies, health maintenance organizations (HMOs), resellers, corporate bodies, and government agencies operating through the Heala Platform.

S/No Accessing the Heala Service
1 User Registration Payment Limited Licence
Direct Customer Create an account by providing your full legal name, a valid email address, home/work address, phone number and certain health information which may be required from you (‘Account Information’). Via subscription plans which will be displayed. Payment for your preferred plan will be processed on the Heala Platform through the integrated portal of our payment partners. Please review the terms and conditions of the payment partner (whose name is displayed at the point of making the payment) before proceeding with payments. The prices displayed are inclusive of value-added tax (VAT). VAT is 7.5% in Nigeria. We grant you a revocable, limited, non-exclusive, non-transferable, and non-sublicensable licence to access and use the Platform and Service for your personal purpose solely under these Terms. Heala has the right to introduce new Services or modify some of the existing Services and/or fees. Such fees and related policies shall automatically be effective once implemented on the platform.
Partner Customer Create an account via acceptable Partner sites listed on the Heala Platform by registering with your Account Information. If you do not have any insurance coverage from a listed Partner or if your coverage is denied, you acknowledge that you shall be responsible for all incurred expenses.
2 Account Information ​Identity Verification ​Notice of Change ​Security
​You authorize Heala to do the following:
  1. ​Make inquiries, either directly or through third parties, to verify your identity or protect you and/or us against fraud or other crimes.
 ​If you change any information provided during registration, such as your email, first name, last name, home/work address or phone number, you agree to notify us within 14 (fourteen) days of the change. ​ ​Please note that we may be unable to respond if you contact us from an address, telephone number or email account that is not registered with us. If you share your password details, Heala will not be liable for any resulting losses or damages. You also agree to take all reasonable steps to secure the personal electronic device you use to access the Heala Platform.
​
  1. ​have the discretion to take any action deemed necessary based on the results of such inquiries. They include the disclosure of your personal data, compliance data recordation, and/or disclosure to financial crime agencies. For more details on how we process your data, you can review our ​​Privacy Notice.
 ​You indemnify Heala from, any liability arising from your failure to ensure the security of your User Account. The use of anyone else’s account is prohibited.
  1. Medical Disclaimer
    Practitioners and Partners are solely responsible for the quality and appropriateness of their services and for complying with their professional and licensing requirements.Heala will not be liable for any professional advice obtained from a Practitioner via our platform. For medical emergencies, please call your local emergency number or healthcare provider, as Heala is not intended for emergency use.
  2. Refunds
    1. All fees, including subscriptions, charged by Heala are non-refundable and non-cancellable, unless expressly limited by applicable law. Subscriptions may be cancelled without refund if you violate these Terms, and Heala is not responsible for any unauthorized charges. Unsubscribing from messages or uninstalling the Heala App does not cancel active subscriptions or your payment obligations. Providing false or deceptive information may result in termination of the Service and potential criminal liability.
    2. Errors in pricing may occur, and Heala reserves the right to notify and charge you at the correct price. You will have the option to cancel or reconfirm the order within a specified period. In case of a lower price error, you may either top-up the amount paid or receive a partial refund if you fail to reconfirm. Heala is not responsible for declined or failed payments or the storage of your card information; please read the ​​terms of our payment partner.
  3. User Liability
    As a User of the Heala Platform, you agree to the following:
    1. Your use of the Platform should not violate public interests, public morals, or disrupt, the access of other Users.
    2. You must not breach these Terms, the privacy notice, or any other agreement with us.
    3. You understand that any data derived from the Platform during consultation which includes text messages, audio and video recordings (“Medical Records”) are stored by Heala with end-to-end encryption, which may be de-encrypted in the event of a dispute by a third party or court order.
    4. You consent to Heala sharing your Medical Records with Partners and agree to use only one User Account.
    5. You agree that you are liable once your medical report is downloaded by you from the Platform.
    6. Except for mutually agreed in-person care with a Practitioner on Heala, you agree to refrain from contacting or seeking to contact a Practitioner for Services outside of the Platform. This protects both Users and Practitioners and ensures healthcare is delivered in a reliable environment. Heala is not responsible for any interactions with Practitioners not conducted on the Heala platform.
    7. You shall not reproduce, duplicate, copy, sell, resell, or exploit any portion of the Platform, without our express written permission or engage in potentially fraudulent activities.
    8. You must not refuse to cooperate in an investigation or provide confirmation of your identity or any information you provide to us.
    9. You shall not control a User Account that is linked to another User Account that has engaged in any of these restricted activities.
    10. You may not (i) use any deep linking, web crawlers, bots, spiders or other automatic devices, programs, scripts, algorithms or methods, or any similar or equivalent manual processes to access, obtain, copy or monitor any part of the Platform, or replicate or bypass the navigational structure or presentation of our Platform in any way, in order to obtain or attempt to obtain any materials, documents or information in any manner not purposely provided through our Platform; (ii) attempt to access any part or function of the Platform without authorization, or connect to our Platform or any of our servers or any other systems or networks of any services provided through the Platfrom by hacking, password mining or any other unlawful or prohibited means; (iii) probe, scan or test the vulnerabilities of our Platfrom or any network connected to the Platform, or violate any security or authentication measures on our Platform or any network connected to our Platform; (iv) reverse look-up, track or seek to track any information of any other Users or visitors of our Platform; (v) take any actions that imposes an unreasonable or disproportionately large load on the infrastructure of systems or networks of our Platform or the infrastructure of any systems or networks connected to our services; (vi) use any devices, software, or routine programs to interfere with the normal operation of our Platform or any transactions on our Platform, or any other person’s use of our Platform; (vii) forge headers, impersonate, or otherwise manipulate identification to disguise your identity or the origin of any messages or transmissions you send to us; or (viii) use our Platform in an illegal way.
    11. You shall not harass and/or threaten our employees, agents, or other users.
  4. Warranties and Potential Action by Heala
    If we believe, discover, or get information that you have engaged in any breach of these Terms, we have the exclusive right to any action including but not limited to the ones underlisted, to protect Heala, its customers and others at any time.
​​User Warranty ​​User Warranty ​Potential Action by Heala
​​​Accurate Information ​Providing false or misleading information. – Account suspension or termination,
– Notification to authorities, and/or
– Legal action.
​Personal Use ​Using the Service on behalf of a third party without approval.
​Compliance with Laws and Regulations​ ​Engaging in illegal activities.​ ​​- Account suspension or termination, and/or
– Legal action.
​Account Security​ ​Sharing password details, failing to secure account​ – ​​Account suspension or termination, and/or
– ​Liability for resulting damages.
​​Timely Notification of Changes ​Failing to notify changes in registration information​ ​​Account suspension until verification.
​​Inappropriate Behavior or Language ​Using abusive language or inappropriate behavior during a virtual consultation.​ – ​Termination of consultation by the Practitioner,
– ​Account suspension or termination,
– ​Refusal of future services, and/or
– Contacting relevant third parties (Partners and Practitioners).
​Treatment ​ ​​Making demands for treatment or failing to update medication information in the User Account.
​Care ​ ​​Expecting care beyond medically necessary and appropriate care as determined by the Practitioner. ​- Limitation of services,
– Account suspension or termination, and/or
– ​Refusal of future services. ​
​Service Limitations ​ ​​Misusing Services for doctor shopping, repeated consultation on the same issue, demanding in person examination, lifestyle treatment, routine physicals, and/or falsifying location. ​- Review of usage,
– ​Account suspension or termination,
– ​Refusal of future services, contacting relevant third parties (Partners and Practitioners)
– ​Update of inaccurate information, and/or
– ​Taking legal action​
​​Prescriptions and Lab Tests ​Expecting or demanding specific prescriptions or lab tests, or attempting to obtain restricted medications. – ​Refusal of Practitioner to provide prescriptions or lab tests,
– Account suspension or termination, and/or
– ​Refusal of future services. ​
​​Duration of Treatment ​​Expecting unlimited treatment duration. ​- Practitioner discretion on treatment duration, and/or
– ​Limited prescriptions.
​​Dress Code Failing to dress appropriately or exposing private body parts without medical relevance.​ – ​​Refusal of Practitioner to continue consultation,
– ​Account suspension or termination, and/or
– ​Legal action.
​​Medical Report Refusing to share and/or falsification of medical records with Partners.​

If we terminate your use of the Heala Platform for any reason, we’ll provide you with notice of our actions. You are responsible for all claims, fees, actions, fines, penalties and other liability incurred by Heala, any other User, or a third party caused by or arising out of your breach of these Terms, and/or your use of the Heala Services.

  1. Data Compliance and Protection
    Heala recognizes the importance of protecting your privacy and complies with all data protection regulations and security standards. These requirements may change over time, but we ensure that all Personally Identifiable Information (PII) processed through our Services and Platform remains in compliance with the Nigeria Data Protection Act, 2023 (NDPA).Please read our privacy notice, which provides an overview of the PII we collect, how we store and use it, and how we comply with applicable data protection legislation.
  2. Acceptable Use Policy
    You agree to comply with our Acceptable Use Policy (AUP) at all times and will not misuse the Heala Platform by introducing malicious software or engaging in denial of Service attacks. Breach of this provision may result in criminal liability, as we may report you to law enforcement and cooperate to disclose the hacker’s identity.
  3. Force Majeure
    We will not be liable or responsible for any failure or delay in performing our obligations under these Terms due to events beyond our reasonable control. Such events may include strikes, civil unrest, terrorist attacks, natural disasters, government actions, and/or other circumstances beyond our control.
  4. Publicity
    You grant Heala permission to use your picture and name for reviews on the Heala Platform. We will contact you for your input before posting such.
  5. Intellectual Property
    You acknowledge that Heala owns all rights, title and interest in the Heala Platform and Services, including any third-party materials integrated in them by Heala’s service providers. Any proprietary document provided to you by Partners are governed by the Partner’s licensing terms, and Heala assumes no ownership, control nor liability for any such documents provided in connection with the Services.You understand that Heala may update or discontinue the Heala Platform with notice to you. While Heala integrates third-party materials and technology into its applications and Services, you do not receive any rights to these materials and agree not to modify, copy, reproduce, or create derivative works from them.
  6. Trademarks
    “Heala”, “Heala.ng” and all logos associated to the Heala Platform and the Services are trademarks or registered trademarks of Heala or Heala’s licensors. You are not permitted to copy, imitate, modify, or use them without prior written consent from Heala. Additionally, all page headers, custom graphics, button icons, and scripts are service marks, trademarks, and/or trade dress of Heala, and you may not copy, imitate, modify, or use them without our prior written consent. All rights, title and interest in and to the Heala Platform, any content on it, the Heala Services, related technology, and any content derived from them belong exclusively to Heala and its licensors.
  7. Assignment
    You may not transfer or assign any rights or obligations you have under these Terms without Heala’s prior written consent. Heala reserves the right to transfer or assign these Terms, as well as any rights or obligations under them, at any time.
  8. Fraud Reporting
    We are committed to maintaining adequate security controls and procedures to prevent and detect fraudulent or unauthorised activities/transactions on our platforms. Please report all incidents of fraud to ​​[email].
  9. Termination
    You may terminate this Agreement by closing your User Account, which will be deleted within 30 days upon receipt of your notice to discontinue.We may suspend your User Account and access to Heala Services, or terminate your access to the Heala Platform if:
    1. You fail to comply with any terms of this Agreement;
    2. Required by law or directed by the issuing financial institution; and/or
    3. There is suspicion or confirmation of a fraudulent transaction.
  10. Disclaimers
    We try to keep the Heala Platform available at all times, bug-free and safe, however, you use it at your own risk.

    The Heala Platform and Heala Services are provided “as is” without any express, implied and/or statutory warranties (including, but not limited to, any implied or statutory warranties of merchantability, fitness for a particular use or purpose, title, and non-infringement of intellectual property rights). We do not guarantee that the Heala Platform or Heala Services will meet your requirements or operate uninterrupted, timely, secure, or error-free. Any advice or information obtained from the Heala Platform or its parents, subsidiaries, affiliated companies, or its or their suppliers (or the respective officers, directors, employees, or agents of any such entities) (collectively the “Heala Parties”) shall create any warranty.

  11. Limitation of Liability
    In no event will any of the Heala Parties be liable for (a) any indirect, special, consequential, punitive, or exemplary damages or (b) any damages whatsoever in excess of one month equivalent from your subscription or N50,000.00 (fifty thousand naira), whichever is lesser (including, without limitation, those resulting from any injury or substandard service you may get from the Partners or Practitioner), arising out of or in connection with the Heala Platform or Heala Services (including, without limitation, use, inability to use, or the results of use of the Heala Platform or Heala Services), whether such damages are based on warranty, contract, tort, statute, or any other legal theory.
  12. Indemnification
    You agree to indemnify and hold harmless Heala, its affiliates, subsidiaries, directors, managers, members, officers, and employees from any and/or all claims, demands, actions, damages, losses, costs, or expenses, including without limitation, reasonable legal fees, arising out of or relating to; (a) your use of the Platform; (b) breach of these Terms or any other policy; (c) feedback or submissions you provide; (d) providing false, incomplete, or misleading information used to verify your identity and source of funds; (e) intellectual property disputes; or (f) violation of any rights of any other person or entity; except for claims due to Heala’s gross negligence or willful misconduct. This indemnity shall apply to your successors and assigns and shall survive any termination of these Terms.
    1. All indemnities, warranties, and limitations of liability (whether express or implied) are excluded to the fullest extent permitted by law, except as stated herein. These Terms do not limit liability that cannot be limited or excluded under applicable law.
  13. Applicable Law
    These Terms shall be interpreted and governed by the laws currently in force in the Federal Republic of Nigeria and you submit to the non-exclusive jurisdiction of the courts located in Nigeria for the resolution of any dispute.
  14. Legal Disputes
    We shall make an effort to settle all disputes amicably. Any dispute arising out of these Terms which is not settled by mutual agreement/negotiation within 2 (two) weeks shall be referred to Mediation and governed by the Arbitration and Mediation Act 2023 (as may be amended from time to time). The Mediator shall be appointed by both of us (we and you), where both of us are unable to agree on the choice of a Mediator, the choice of Mediation shall be referred to the Chairman of the Institute of Chartered Mediators and Conciliators (ICMC), Lagos chapter. The Venue for the mediation shall be Lagos, Nigeria. Parties undertake to exhaust the mediation process before approaching a court of competent jurisdiction in Lagos, Nigeria, where such a dispute persists.
  15. Waiver of Class Action:
    With respect to all users, whether using the Service personally or commercially, all claims must be brought individually, not as part of a class action or any other representative proceeding. This includes class arbitration, and unless agreed otherwise, the arbitrator cannot consolidate claims from multiple individuals. By agreeing to these Terms, you and Heala waive the right to participate in class actions, collective actions, or other representative proceedings.
  16. Court Orders and Regulatory Requirements
    If we receive a court order or other legal process (including garnishment or equivalent) affecting you, or if required to comply with applicable law or regulatory requirements, we may take actions such as holding payments, placing a reserve or limitation on your User Account, or releasing your funds. We will decide, at our sole discretion, which action to take and will notify you unless legally prohibited. We are not obligated to contest or appeal any court order involving your User Account. Holds, reserves, or limitations due to legal processes may remain in effect longer than 180 (one hundred and eighty) days.
  17. Severability
    If any portion of these Terms is held by any court or tribunal to be invalid or unenforceable, either in whole or in part, then that part shall be severed from these Terms and shall not affect its validity or enforceability.
  18. Contact Information
    If you have any questions about our Terms, please contact us through any of the details provided below:

    Email: hello@heala.ng
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