For these Terms:

Account means the registered profile created by a User on the Platform.

Clinical Services means any medical consultation, clinical advice, diagnosis, prescription, referral, medical certificate or other regulated healthcare activity delivered by a Healthcare Professional.

Consultation means a remote healthcare consultation conducted through video, audio or another approved electronic communication channel.

Digital Health Assessment means a digital questionnaire or assessment tool that generates general health-risk information based primarily on information entered by the Member.

Family Membership means a subscription covering up to five eligible family members, unless a different number is expressly stated on the applicable pricing page.

Global Specialist means a specialist healthcare professional who may be located or registered outside Nigeria.

Healthcare Professional or Treating Practitioner means a doctor or other healthcare professional who is appropriately qualified, registered and authorised to practise in Nigeria or, for an expressly requested international service, in the professional’s relevant jurisdiction.

Local Service Partner means an authorised local group company, representative, healthcare provider, practitioner network, technology provider or operational partner appointed to support the Services in Nigeria.

Member means an individual enrolled under an active Membership.

Membership means a subscription plan purchased through the Platform.

Platform means the iSON Health website, mobile application, patient portal, communication systems and associated digital systems.

Services means the platform, membership, administrative, facilitation, wellness and Clinical Services made available under the Member’s selected plan.

Subscription Benefits means only those Services expressly included in the applicable pricing page, purchase confirmation or order summary.

User means any individual accessing the Platform, whether registered or not.

By using the Platform, you confirm that you:

• Accept these Terms and the applicable Privacy Notice.
• Agree to comply with applicable Nigerian laws.
• Understand the nature and limitations of telehealth.
• Will provide complete and accurate information.
• Understand that the Platform is not an emergency service.
• Will provide separate consent before receiving a teleconsultation.
• Accept electronic records, communications and confirmations.

These Terms constitute a binding agreement between the User and iSON Health for the platform, Membership, administrative and facilitation services managed by iSON Health.

Clinical care is delivered by the allocated Healthcare Professional, who retains independent professional responsibility for the Clinical Services provided.

To use the Services, you must:

• Be at least eighteen years old; or
• Use the Services through, or with the consent of, a parent or lawful guardian;
• Be physically located in Nigeria when receiving a Nigeria-based Consultation, unless otherwise approved;
• Provide accurate registration and identity information; and
• Have the legal capacity to accept these Terms.

A parent or guardian accepting these Terms for a minor is responsible for supervising the minor’s use of the Services and providing accurate medical information.

iSON Health manages or supports:

• The Platform and its technology.
• Membership administration.
• Appointment coordination.
• Allocation and connection of Healthcare Professionals.
• Customer support.
• Digital Health Assessments and wellness tools.
• Care navigation.
• Service facilitation.
• Payment administration.
• Quality and operational monitoring.
• Secure maintenance and availability of records.
• Coordination with authorised Local Service Partners.

iSON Health primarily acts as a digital healthcare platform manager, service coordinator and facilitator.

iSON Health does not itself make the independent clinical decisions of a Treating Practitioner and does not direct a Healthcare Professional to issue any particular diagnosis, prescription, referral, investigation, medical certificate or treatment recommendation.

iSON Health may appoint, engage, change or replace Local Service Partners to support the Services in Nigeria.

The local representative or operating partner may be an iSON group company or another appropriately authorised organisation appointed by iSON Health.

The identity of a relevant local supplier, clinical provider or payment recipient may be disclosed through:

• The Nigerian pricing or checkout page.
• The payment confirmation.
• The Consultation confirmation.
• The invoice or receipt.
• The Platform.
• Another appropriate communication.

Members are not entitled to insist that Services be delivered through a particular Local Service Partner or Healthcare Professional.

Any replacement of a Local Service Partner will not materially reduce the Subscription Benefits already purchased by an active Member.

Clinical Services will be delivered only by Healthcare Professionals who are appropriately qualified, registered and authorised to practise in Nigeria.

iSON Health will take reasonable measures to verify the professional registration and practising status of Healthcare Professionals engaged through the Platform.

Where required under the applicable engagement arrangements, Healthcare Professionals must maintain appropriate professional indemnity or medical malpractice insurance.

Each Treating Practitioner:

• Exercises independent clinical judgment.
• Remains professionally accountable for their clinical decisions.
• Must comply with applicable professional and ethical standards.
• Must determine whether teleconsultation is clinically appropriate.
• Must decide whether an in-person examination or referral is required.
• Is responsible for Clinical Services personally delivered by that practitioner.

The allocation of a Healthcare Professional through the Platform does not guarantee any particular diagnosis, prescription, document or medical outcome.

Depending on the selected Membership, iSON Health may make available:

• General Practitioner teleconsultations.
• Follow-up consultations.
• Preventive health consultations.
• Family healthcare access.
• Digital Health Assessments.
• General health and wellness guidance.
• Chronic disease support.
• Electronic prescriptions, when clinically appropriate.
• Laboratory or diagnostic requests.
• Referral letters.
• Medical certificates, when clinically justified.
• Health education and webinars.
• Care navigation and coordination.
• Second Medical Opinion facilitation.
• Domestic or cross-country treatment facilitation.
• Other Services expressly included in the selected plan.

Only benefits expressly shown on the applicable pricing page, order summary or purchase confirmation are included in the Membership.

The general availability of a Service on the Platform does not mean that it is included in every Membership.

Unless expressly stated in the applicable plan, Membership fees do not include:

• Emergency treatment or ambulance services.
• Hospital admission.
• Surgical procedures.
• Specialist consultation fees.
• Global Specialist consultations.
• Second Medical Opinion professional fees.
• Medication or pharmacy charges.
• Laboratory, imaging or diagnostic costs.
• Hospital, clinic or specialist fees.
• Home healthcare services.
• Medical equipment.
• Travel, accommodation or visa costs.
• Insurance premiums, deductibles or co-payments.
• Medical evacuation.
• Treatment in Nigeria or another country.
• Any independent third-party service.

Where iSON Health assists with any excluded service, all third-party charges remain payable separately by the Member unless expressly confirmed otherwise in writing.

Teleconsultation allows a Member to communicate remotely with a Healthcare Professional.

The Healthcare Professional may:

• Review symptoms and medical history.
• Review information or documents submitted by the Member.
• Provide general or condition-specific advice.
• Recommend treatment.
• Prescribe medication when clinically appropriate and legally permitted.
• Recommend investigations.
• Issue a referral.
• Recommend an in-person examination.
• Direct the Member to urgent or emergency care.

Teleconsultation is based on the information and materials reasonably available during the Consultation. It does not provide the same clinical visibility as a physical examination.

Members acknowledge that a Healthcare Professional may be unable remotely to:

• Conduct a physical examination.
• Measure or independently verify all clinical observations.
• Identify all physical signs.
• Perform diagnostic procedures.
• Confirm every diagnosis.
• Exclude every serious medical condition.
• Perform medical interventions.

Clinical advice may be based on symptoms, history, images, documents, readings and other information supplied by the Member.

The Member must disclose all relevant:

• Symptoms.
• Medical conditions.
• Medication.
• Allergies.
• Pregnancy status.
• Previous diagnoses.
• Test results.
• Relevant treatment history.

iSON Health and the Healthcare Professional are entitled to rely reasonably on the accuracy and completeness of information provided by the Member.

Services made available to Members in Nigeria will be managed or delivered in accordance with applicable Nigerian laws, including, where relevant:

• Healthcare and professional requirements applicable to the Treating Practitioner.
• The Federal Competition and Consumer Protection Act 2018.
• The Nigeria Data Protection Act 2023.
• Applicable professional confidentiality and recordkeeping requirements.
• Other mandatory Nigerian laws and regulatory requirements.

Nothing in these Terms excludes or restricts a mandatory consumer, patient or data-protection right that cannot lawfully be excluded.

iSON Health is not an emergency medical service, ambulance provider or emergency-response centre.

The Platform must not be used for conditions such as:

• Chest pain.
• Severe breathing difficulty.
• Suspected stroke.
• Severe allergic reaction.
• Major trauma.
• Heavy or uncontrolled bleeding.
• Loss of consciousness.
• Seizures.
• Suspected poisoning or overdose.
• Suicidal thoughts.
• Acute psychiatric emergencies.
• Any life-threatening or rapidly deteriorating condition.

In an emergency, the Member must immediately contact an appropriate local emergency service or proceed to the nearest emergency department or hospital.

Services are subject to:

• Healthcare Professional availability.
• Clinical appropriateness.
• Published operating hours.
• Operational capacity.
• Technical availability.
• Local regulatory requirements.
• Internet and communication availability.
• Events beyond iSON Health’s reasonable control.

iSON Health will use reasonable efforts to provide the Services but does not guarantee continuous or uninterrupted availability.

Available plans may include:

14.1 Individual Membership

An Individual Membership is personal to one registered Member and may be offered on a quarterly, half-yearly or annual basis.

14.2 Family Membership

A Family Membership may cover up to five registered family members unless the pricing page states otherwise.

Each family member must have an individual profile and use the Services under their own identity.

Clinical records remain separate and confidential. Information will not be disclosed to another adult family member without consent or another lawful basis.

14.3 Pay-per-Consultation

A User without an active Membership may purchase a single Consultation.

Payment must be completed before confirmation. The payment covers only the purchased Consultation and does not include ongoing Membership benefits.

Membership is activated after:

• Successful payment.
• Completion of registration.
• Acceptance of these Terms.
• Acceptance of the Privacy Notice.
• Completion of the telehealth consent.
• Completion of any applicable waiting period.
• Completion of reasonable identity or eligibility checks.

Unless otherwise stated, a seven-calendar-day waiting period applies from successful payment and registration.

A different waiting period may apply to an employer, insurer, corporate, promotional or partner programme where expressly disclosed.

The waiting period does not prevent a Member from requesting cancellation in accordance with the Refund Policy.

A Member may request cancellation within seven calendar days after purchase, provided:

• No Consultation has been completed.
• No Digital Health Assessment report has been generated or clinically reviewed.
• No prescription, referral, laboratory request or medical certificate has been issued.
• No other Membership benefit has been used.

Approved refunds will be processed through the original payment method, normally within 14 business days after approval.

Payment-processing charges may be deducted only where legally permitted and properly disclosed.

This clause does not limit any additional statutory right available to the Member.

Consultation limits applicable to each plan will be stated on the pricing page or order confirmation.

Consultation entitlements:

• Are personal to the registered Member.
• Cannot be transferred or exchanged for cash.
• Cannot be shared.
• Expire with the Membership unless otherwise stated.
• Do not automatically roll over.

Services must be used only for genuine healthcare needs.

iSON Health may investigate unusual utilisation, account sharing, prescription-seeking behaviour, repeated non-attendance or suspected fraud.

Where misuse is reasonably suspected, iSON Health may request verification, restrict booking, suspend access or terminate the Account after appropriate review.

Members are responsible for:

• Providing accurate information.
• Protecting login credentials.
• Preventing unauthorised Account access.
• Maintaining current contact details.
• Using a compatible device.
• Maintaining adequate internet connectivity.

Informing iSON Health promptly of suspected Account misuse.

Appointments may be requested through the Platform.

An appointment is confirmed only when confirmation is communicated to the Member.

All requests remain subject to Healthcare Professional availability, clinical suitability and operational capacity.

iSON Health will use reasonable efforts to connect Members with an appropriately qualified Healthcare Professional.

iSON Health does not guarantee:

• Immediate availability.
• A particular appointment time.
• A particular Healthcare Professional.
• A Healthcare Professional of a particular gender.
• A particular diagnosis or treatment.

A different Healthcare Professional may be allocated based on availability, language, clinical suitability, continuity of care or operational requirements.

The Member must:

• Attend at the scheduled time.
• Be in a private and safe environment.
• Ensure that the device, camera and microphone work.
• Have relevant medical information available.
• Not record the Consultation without lawful consent.
• Ensure that the patient named in the booking is present.

All clinical decisions remain with the Treating Practitioner.

The Treating Practitioner may determine that:

• Teleconsultation is suitable.
• More information is needed.
• No safe diagnosis can be made remotely.
• A physical examination is required.
• Tests or investigations are required.
• A referral is appropriate.
• Urgent or emergency assessment is required.

Where teleconsultation is unsuitable, the Consultation may be limited to triage, general guidance or referral. This will not, by itself, constitute failure to provide the purchased Consultation.

A prescription may be issued only when the Treating Practitioner determines that it is clinically appropriate, safe and legally permitted.

Purchasing a Membership or Consultation does not guarantee a prescription.

Certain medications may not be prescribed remotely because of clinical, professional or regulatory restrictions.

Medication costs and pharmacy charges are not included unless expressly stated.

Where available, iSON Health may facilitate prescription fulfilment or delivery through an independent licensed pharmacy.

The pharmacy remains responsible for dispensing, stock, substitutions, product quality, delivery and its own professional obligations.

The Treating Practitioner may recommend investigations where clinically appropriate.

Unless expressly included, the Member remains responsible for laboratory, imaging and diagnostic costs.

Any laboratory or diagnostic provider operates under its own professional responsibilities, service terms, turnaround times and charges.

A Treating Practitioner may recommend referral to a specialist, hospital, clinic, diagnostic centre or another provider.

iSON Health does not guarantee:

• Provider acceptance.
• Appointment availability.
• Treatment costs.
• Insurance approval.
• A particular clinical outcome.
• The quality or performance of an independently selected external provider.

Medical certificates, referrals and other documents will be issued only where clinically justified and legally permitted.

The Treating Practitioner retains sole discretion over whether to issue such a document.

Membership does not guarantee a medical certificate, sick leave certificate, referral or laboratory request.

A Healthcare Professional may recommend follow-up care.

Unless expressly stated otherwise, a follow-up may count as a separate Consultation entitlement.

The Member remains responsible for obtaining recommended in-person or follow-up care.

The Digital Health Assessment is a digital health-risk and wellness-support tool.

Its output is generated primarily from information provided by the Member and may use automated rules, algorithms or risk-classification methods.

The Digital Health Assessment:

• Is not an emergency assessment.
• Is not a medical diagnosis.
• Does not replace a Consultation.
• Does not replace physical examination or testing.
• Does not guarantee identification of every health risk.
• Is only as reliable as the information supplied.

A risk score, recommendation or report should not be interpreted as confirmation that the Member has, or does not have, a medical condition.

Members with symptoms or concerns must consult an appropriately qualified Healthcare Professional.

Chronic disease and wellness programmes provide education, reminders, monitoring support and general guidance.

They do not replace the Member’s regular doctor, specialist, medication management, physical examination or emergency care.

Members remain responsible for following their treating doctor’s instructions and obtaining appropriate in-person care.

Global Specialist consultations and Second Medical Opinions are not included in a standard Membership unless expressly stated.

These services may require:

• A separate request.
• Case acceptance.
• Medical-record review.
• Additional consent.
• Separate payment.
• Acceptance of additional terms.

A Global Specialist’s opinion is advisory and may not replace diagnosis or treatment by a Nigerian-registered practitioner.

iSON Health may assist with:

• Identifying potential providers.
• Transferring medical documents.
• Obtaining indicative treatment information.
• Coordinating appointments.
• Supporting communication.
• General treatment or travel coordination.

iSON Health acts only as a facilitator and does not guarantee:

• Acceptance of the case.
• Diagnosis or treatment outcome.
• Provider quality beyond reasonable verification.
• Final treatment cost.
• Visa or immigration approval.
• Travel arrangements.
• Insurance or employer approval.
• Medical evacuation.
• Suitability of treatment.
• Absence of complications.

The Member remains free to accept or reject any proposed provider or treatment.

Pharmacies, laboratories, hospitals, specialists, travel providers and other external providers operate independently.

They may apply their own terms, privacy notices, professional responsibilities and charges.

Nothing in these Terms excludes iSON Health’s responsibility for its own selection, instructions or conduct where liability cannot lawfully be excluded.

A confirmed Consultation may be treated as utilised where the Member:

• Fails to attend.
• Joins materially late.
• Does not provide sufficient cancellation notice.
• Is unavailable through the registered contact method.

Reasonable exceptions may be considered for verified emergencies or technical failures.

Where a Consultation is interrupted by a genuine technical failure, iSON Health will use reasonable efforts to reconnect or reschedule it.

A resumed Consultation will ordinarily be treated as a continuation rather than an additional Consultation.

Fees are displayed in Nigerian Naira unless otherwise stated.

Payment is processed through authorised payment providers. iSON Health does not ordinarily store complete payment-card details.

Prices may change, but a price change will not retrospectively affect an already purchased Membership.

Refunds may be approved:

• During the cooling-off period.
• For duplicate payment.
• Where a verified technical failure prevented delivery and no reasonable replacement was provided.
• Where required by law.
• In another exceptional case approved by iSON Health.

A change of mind after using any Membership benefit does not ordinarily create a refund entitlement.

Membership does not automatically renew unless this is clearly disclosed at purchase and separately authorised by the Member.

Members may cancel future renewal through the Platform or customer-support channel.

Cancellation stops future renewal but does not automatically create a refund for the current Membership period.

Before the first Consultation, the Member must provide affirmative consent confirming that the Member:

• Agrees to receive healthcare remotely.
• Understands the limitations of telehealth.
• Understands that telehealth is not suitable for emergencies.
• Will provide accurate information.
• Understands that physical examination or testing may be required.
• Understands that no prescription or outcome is guaranteed.
• Consents to appropriate recording and maintenance of the clinical record.

Consent may be withdrawn before a Consultation. Withdrawal may prevent delivery of the telehealth service and does not automatically create a refund entitlement.

Personal information will be processed in accordance with the Nigeria Data Protection Act 2023, applicable guidance and the iSON Health Privacy Notice.

Information processed may include:

• Identity and contact details.
• Membership and payment information.
• Medical history.
• Consultation notes.
• Prescriptions and referrals.
• Assessment responses and reports.
• Laboratory information.
• Support communications.
• Device and technical information.
• Consent and audit records.

Information may be processed for registration, healthcare delivery, recordkeeping, payment, support, security, quality assurance, fraud prevention and legal compliance.

Clinical and membership information relating to Nigerian Members will be maintained through systems and arrangements intended to support compliant availability and management of records in Nigeria.

Authorised access may be provided to iSON Health personnel, Healthcare Professionals, Local Service Partners and approved technology providers where necessary to deliver or support the Services.

Where information is accessed or processed outside Nigeria, iSON Health will apply the lawful safeguards required for cross-border processing.

A claim that all data remains exclusively within Nigeria should only be displayed if the actual hosting, backup, support and vendor architecture has been technically verified.

Medical information and Consultation records are confidential.

Access is limited to persons who reasonably require it for clinical care, operations, legal compliance, security or another lawful purpose.

Reasonable administrative, technical and organisational safeguards will be maintained. However, no internet-based system can guarantee absolute security.

The Member must also protect their device, Account and communications from unauthorised access.

Subject to applicable law, Members may request:

• Access to personal information.
• Correction of inaccurate information.
• Information about processing.
• Withdrawal of consent where applicable.
• Objection to certain processing.
• Deletion where legally permitted.
• Restriction of certain processing.
• Data portability where applicable.
• Review of a complaint.

Clinical records may be retained where required for healthcare, professional, legal, regulatory, complaint or defence purposes.

The Platform, software, workflows, trademarks, content, designs, databases and documentation belong to iSON Healthcare LLC or its licensors.

Members receive only a limited, personal, non-transferable right to use the Platform for lawful personal healthcare purposes.

Users must not:

• Share or sell Account access.
• Impersonate another person.
• Submit false medical information.
• Fraudulently seek medication or documents.
• Threaten or harass staff or practitioners.
• Attempt unauthorised system access.
• Introduce malware.
• Record or distribute a Consultation unlawfully.
• Use the Platform for an illegal purpose.

iSON Health will exercise reasonable care in managing the Platform, coordinating Services and selecting appropriately qualified Healthcare Professionals and partners.

To the extent permitted by law, iSON Health will not be responsible for loss caused by:

• Materially false or incomplete information supplied by the Member.
• The Member’s failure to follow emergency, referral or in-person-care advice.
• Member-controlled internet, device or communication failure.
• Unavailability of an independent pharmacy or laboratory product.
• The independent acts or omissions of a third-party provider not controlled by iSON Health.
• Events beyond iSON Health’s reasonable control.

Each Treating Practitioner remains professionally responsible for the Clinical Services and independent clinical decisions personally provided by that practitioner.

Any complaint or claim concerning alleged clinical negligence will be investigated and directed to the responsible practitioner, clinical provider or insurer as appropriate. Nothing in these Terms prevents a Member from pursuing a person legally responsible under applicable law.

Nothing excludes liability for fraud, wilful misconduct, gross negligence, unlawful data processing or another liability that cannot lawfully be excluded.

The Member will be responsible for reasonable third-party losses arising directly from the Member’s:

• Fraud.
• Deliberate misuse of the Platform.
• Unlawful impersonation.
• Unauthorised commercial use.
• Intentional submission of materially false information.
• Material breach of these Terms.

The Member does not indemnify iSON Health or a Healthcare Professional against that party’s own negligence, misconduct or breach of law.

iSON Health will not be responsible for delay or failure caused by events beyond its reasonable control, including natural disasters, power or internet failures, cyber incidents, government restrictions, civil disturbance, labour disruption, epidemics, pandemics or widespread third-party system failure.

iSON Health will use reasonable efforts to restore or provide an alternative Service where practicable.

iSON Health may suspend or terminate access where the Member:

• Commits fraud.
• Misuses the Platform.
• Shares an Account.
• Engages in threatening or abusive behaviour.
• Attempts to compromise security.
• Repeatedly abuses appointment or prescription processes.
• Materially breaches these Terms.

Except where immediate suspension is reasonably necessary for safety, fraud or security, the Member may be given an opportunity to respond.

Termination does not affect accrued rights or legally required clinical-record retention.

Complaints should initially be sent to iSON Health customer support.

Clinical complaints may be referred to the responsible Healthcare Professional, relevant clinical provider, professional body or malpractice insurer.

Privacy complaints may be escalated to the appropriate privacy contact and, where unresolved, to the Nigeria Data Protection Commission.

Consumer complaints may be submitted to the Federal Competition and Consumer Protection Commission where applicable.

These Terms are governed by the laws of the Federal Republic of Nigeria. Nigerian courts will have jurisdiction, subject to any mandatory right to approach a regulator, tribunal or other competent forum.

iSON Health may update these Terms for legal, regulatory, operational, clinical or technological reasons.

Material changes affecting an active paid Membership will be communicated to the Member. A material reduction in an already purchased benefit will not apply retrospectively without an appropriate remedy or the Member’s agreement.

If any provision is found invalid, the remaining provisions will continue to apply.

iSON Health may assign or transfer operational responsibilities to an authorised group company or Local Service Partner, provided this does not unlawfully reduce the Member’s rights.

These Terms, the applicable pricing page, order confirmation, Privacy Notice and telehealth consent constitute the agreement relating to the purchased Services.

iSON Healthcare LLC – iSON Health
Website: www.isonhealth.com
Customer support: care@isonhealth.com