Terms & Conditions

Terms & Conditions

Our mission

At Medics2You, our mission is to increase life expectancy in Africa through quality patient-centred care. We strive to exceed our customers’ expectations with a product that is safe, fair, reliable and of high quality.

Please read these terms carefully so that you understand them. These terms cover all the services we provide to you through our healthcare app or other platform (“App”) and Website. When you use the App, you may access the private Medics2You Service (“Services”).

Any reference to “Medics2You”, “our”, “us” and “Company” are references to Medics2You Limited, a limited company registered in England and Wales (company number 11470910), the registered office being 20-22 Wenlock Road, London, England, N1 7GU.

When you use our Services, our healthcare practitioners will serve you from the UK.

You will be asked to accept our terms as part of your account registration. We may update the terms from time to time, and if your rights change, we will notify you as soon as possible.

Our Privacy Policy sets out how your personal information will be used by us, which can be accessed as part of the account registration process, via the App, and on our Website.

The way we work is governed by our high legal and ethical standards, so you can be sure that we will provide you with the best service. We value hearing from you on how we can serve you better so if you have any questions or feedback, or if you need to give us notice, please don’t hesitate to get in touch with us in the following ways:

Email us at support@medics2you.com
Via our contact form
Call us on +234-9067671952

A) ABOUT US

About us and our services

We provide clinical services via video and audio consultations with our healthcare practitioners (“Clinical Services”), and information services through our digital healthcare tools.

Our Clinical Services are provided using qualified and insured medical professionals (“Practitioners”) based in the UK.

B) OUR SERVICES

What our services cover:

  • We provide our services using our App and the Websites, and communication methods such as email. Our services include:
  • remote audio and video consultations with our healthcare practitioners;
  • the ability to ask our healthcare practitioners questions during consultations;
  • where appropriate, via the use of our Clinical Services, our doctors may prescribe medicines;
  • access to healthcare records we hold about you; and
  • access to other digital healthcare tools that provide health and lifestyle information.
  • Referrals to local and international accredited hospitals
  • Some medical conditions are not suitable for remote consultations via our Clinical Services, and you should always seek advice from a medical practitioner in person if you are unsure about whether you have been able to explain or communicate your medical needs through our Clinical Services, or if you have any concerns about the advice you receive from us or if it is different from other advice you have received.
  • You should not use our services in an emergency, or if you have a condition that you know will require a physical examination.
  • Our non-medical services such as our symptom checker and health content are for information purposes only. They should not be used for medical advice, diagnosis or treatment. They provide information to you based on information entered. They do not diagnose your own health condition or make treatment recommendations for you. They are not a substitute for a doctor or other healthcare professional. We will not be held liable in relation to the output of our information services.
  • Our symptom checker will provide different types of information to you based on, amongst other things, the symptoms entered.
  • We provide our Clinical Services using reasonable skill and care from appropriately qualified, and experienced, staff and Practitioners. If you think that our services have not met this standard, please contact us as soon as possible. We will fix or re-perform, without charge, any services we agree do not meet this standard.
  • Our healthcare practitioners are doctors registered with the United Kingdom General Medical Council (GMC) and are committed to provide services in accordance with clinical best practice and applicable professional standards.
  • Our healthcare practitioners will not prescribe medicines unless it is, in their judgement, in their patient’s best interests.

C) WHAT WE NEED FROM YOU

In order to deliver our services to you, we will need you to provide the following:

  • You must ensure that:
  • any information you give to us or a healthcare practitioner, or enter into the App is accurate;
  • if you have any concerns about the information we provide you or any information in the App or Website, you seek further medical advice;
  • you follow any instructions you are given by healthcare practitioners;
  • you follow any instructions regarding the use of any medicines or healthcare products we recommend or prescribe (including in respect of use-by dates);
  • you report any adverse or unexpected effects of treatments we recommend to us immediately;
  • you keep any medicines we give you securely and do not allow others (especially children) to use them;
  • you tell us if any information we hold about you is or becomes inaccurate or incomplete; and
  • you use our services only for yourself, unless you are helping a child

D) TECHNICAL REQUIREMENTS FOR USING THE APP

The App includes software provided by people other than the Company, and uses certain data that you provide to it in order to work

  • The App operates only on iPhone version 4S or higher running iOS 10 or higher, or Android-enabled phones running Android v4.3 or higher. It requires a consistent 4G or faster data connection and does not operate reliably on 3G, GPRS or EDGE connections.
  • We recommend that if you are using a wireless network to access the App, you avoid the use of public wi-fi facilities in favour of a personal wi-fi connection, and that the wireless network is secured with WPA-2 security.
  • We recommend that the device from which you access the App is password protected, set to lock after a short period of inactivity.
  • From time to time, updates to the App may be made available to you. We recommend that you use the latest version of the App at all times, to take advantage of the latest enhancements. Depending on the update, you may not be able to use the Services until you have downloaded or streamed the latest version of the App and accepted any new terms.

E) REGULATION OF OUR SERVICES

Accessing our services outside the UK

  • Our services are available to adults, and to children in accordance with section F.
  • If you are accessing our services from outside the UK, you should check whether it is lawful to access our services in the territory where you are. We provide our services in compliance with UK law and regulation, and cannot take responsibility for any differences between those rules and any different rules applying to healthcare services anywhere else.

F) CHILDREN AND OUR SERVICES

Adults can use our services on behalf of children, but children shouldn’t use our services themselves

  • Those under 16 can register with Medics2You under the family plan and attend consultations under the supervision of a registered Adult,
  • Children under 16 cannot have an account in their name and will have to be registered under a family account. opened for them by a parent or legal guardian, and the parent or legal guardian must supervise the child’s use of our services at all times.
  • We may suspend our services or terminate user accounts if we reasonably suspect that they are being used in breach of the restrictions in this Section F.

G) OUR PRESCRIPTION SERVICE

How our prescription service works

  • In the United Kingdom, services are provided by qualified doctors registered with the UK’s General Medical Council who are permitted to prescribe medicines without meeting the patient face to face.
  • The General Medical Council registration number of all Medics2You doctors, past or present, can be supplied upon request. All doctors who have signed up to provide prescriptions through the Company’s systems have undertaken to comply with the General Medical Council Guidelines on remote prescribing.
  • We do not provide prescriptions for controlled drugs (as defined by the misuse of drugs act 1971), with the exception of drugs listed in our Standard Operating Procedure.
  • Prescriptions are included in your plan. The cost of the prescription is set by the pharmacy. We will only cover the costs of prescriptions provided by our partner pharmacies. If the patient decides to use a pharmacy not on our list, the cost will not be covered by us.
  • The App may enable you to request that we send your prescription to a pharmacy near to you for you to collect during normal opening hours, or that it be delivered to you.
  • If you choose to have your prescription sent to a pharmacy that is near to your location, we will make reasonable attempts to contact that pharmacy and have the prescription sent to the chosen pharmacy within an hour.
  • If, within the app, you choose to pick up your order, we will use reasonable efforts to ensure your prescription is available for pick up from one of our partner pharmacies promptly but we have no control over or responsibility for any individual pharmacy, their policies in relation to acceptance or otherwise of prescriptions, opening hours, or availability of medicines prescribed. There are a number of factors which may impact on which pharmacy is chosen and there can be no guarantee that a pharmacy to which the prescription is delivered (if that option is chosen) will be the nearest pharmacy.
  • If, within the App, you choose to order your prescription medication for delivery to you, it will be despatched by our partner dispensing pharmacy. The terms of delivery are:
  • we will use reasonable endeavours to procure the processing and despatch of your prescription within 1 business day where the medication is in stock;
  • the delivery time following despatch should typically not exceed 2 business days to Lagos but please note that in relation to delivery to remote locations, that delivery time could be longer;
  • delivery costs are included in your plan
  • delivery will be within the timescale selected in the app where possible;
  • medications are personal to the person for whom they are intended and therefore may not be returned;
  • the medication needs to be signed for by yourself or someone authorised by you, at point of delivery;
  • if no one is available to take delivery of the order when delivery is first attempted, you will be responsible for the costs of re-delivery or can opt to pick up the order from the dispensing pharmacy. The recipient may have to follow the procedures of the relevant despatch company in order to collect the order, including picking it up from a depot.
  • Our partner dispensing pharmacies are not part of our organisation and, to the extent permitted by law, we disclaim responsibility for their acts and omissions.

H) OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular healthcare practitioner at any particular time. We will do what we can to arrange a consultation with one as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 12.5 minute durations.
  • If you choose to submit details about your sympt211oms on the website, the information returned is on the basis of general healthcare information and not as personalised health advice for you. Where the information returned indicates that the symptoms entered suggest further medical advice is necessary, you acknowledge that you are responsible for seeking such advice from your doctor or other medical professional.
  • Healthcare practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more healthcare practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards our staff.
  • Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English speakers. If you are a non-English speaker, you must contact us prior to paying for our service or booking a consultation.
  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
  • While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

H) OTHER LIMITS ON OUR SERVICE

Other limitations and restrictions on the use of services

  • We do not guarantee the availability of any particular healthcare practitioner at any particular time. We will do what we can to arrange a consultation with one as soon as possible, but do not guarantee to offer consultations within a particular time. Consultations generally are limited to 12.5 minute durations.
  • If you choose to submit details about your sympt211oms on the website, the information returned is on the basis of general healthcare information and not as personalised health advice for you. Where the information returned indicates that the symptoms entered suggest further medical advice is necessary, you acknowledge that you are responsible for seeking such advice from your doctor or other medical professional.
  • Healthcare practitioners may hold different clinical opinions on the same medical condition or symptoms and, provided these opinions are reasonably held, the fact that two or more healthcare practitioners give different opinions in the course of service provision does not necessarily indicate that our services are defective.
  • We do not tolerate abuse or offensive behaviour towards our staff.
  • Our services are designed to be accessed remotely by any of our customers, and are not designed for non-English speakers. If you are a non-English speaker, you must contact us prior to paying for our service or booking a consultation.
  • We may need to ask you for certain personal information in order to provide our services. If you do not provide this information when requested, we may be unable to provide our services.
  • The App has not been developed to meet your individual requirements. It is therefore your responsibility to ensure that the facilities and functions of the App meet your requirements.
  • While certain information controlled, generated by, displayed within or stored in the App may be helpful in providing warning of certain medical or health conditions or circumstances, the App is not designed as, nor may you use it as, a device to detect, diagnose, treat or monitor any medical or health condition or to establish the existence or absence of any medical or health condition.
  • We may suspend your access to services or terminate your account with us if your use of services breaches any of these terms.

I) ACCESSING OUR SERVICES

How to access our services, and limitations and other terms concerning access

  • Our services are accessed remotely using the internet, data networks and devices which can access the internet (“Infrastructure”) and operate the App and our Website. We make the App and our Website available for access using Infrastructure, but are not responsible for Infrastructure ourselves. If you wish to use the services, you should ensure you have an internet-enabled device and a sufficient internet connection available.
  • Technical or security threats or issues affecting the Infrastructure may require us to suspend our services in order to ensure they are secure and/or operating optimally. We will minimise these suspensions, but are not responsible to refund charges or compensate you if they occur, unless they exceed 30 days in aggregate in any 12 month period, in which event you may cancel your agreement with us.
  • When you use the App or send e-mails to us, you are communicating with us electronically. We will communicate with you by e-mail or by posting notices, alerts, prompts, information fields or other information through the App as is necessary to deliver the services to you.
  • We operate anti-virus and malicious software prevention measures on the Websites and our App, but we cannot guarantee that our services will always be virus-free. You should ensure that your devices used to access services are protected against viruses and malicious software. You must not use or expose the App or the Websites to virus or malicious software contamination.
  • You must not attempt to gain unauthorised access to the services, App or Websites. Installation of the App on a device that has had its operating system compromised by the process of Jailbreaking (Apple iOS) or Rooting (Android) is not permitted and may result in the security of your personal data being compromised.

J) CHANGES TO THESE TERMS

What happens if we change these terms

We may need to change these terms sometimes, for example, when the rules regulating our services change, in order to ensure that our services are secure and your information is safe, or when we update or modify our services or our Charges. If we make a change to these terms that affects your rights or obligations, we will notify you.

K) HOW WE MAY USE YOUR PERSONAL INFORMATION

How we use your information

We use your personal information in accordance with our Privacy Policy. Please take the time to read it as it includes important details about how we secure and process your data.

L) LIMITATIONS ON SERVICE PROVISION

Sometimes, you will not be able to receive services – this section explains why

  • We may not be able to provide our services if they are affected by events outside our control. We are not responsible to you if this happens, but if it does, we will notify you as soon as we can and take the steps that we reasonably can to minimise the interruption to our services.
  • If there is the risk of a delay of more than 2 weeks to service performance, you may cancel your agreement with us (and we may do the same).

M) PRICE AND PAYMENT

How we calculate the price you pay us for our services and how you pay us

  • For our Service:
  • the price of our services will be set out in the App or on the website at the time of our commitment to provide services. Our prices may change at any time, but price changes will not affect any services that you have already ordered.
  • you are responsible for paying the price for our services (“Charges”). Charges exclude VAT, where applicable, unless otherwise stated.
  • we will usually charge or invoice you for services at the time you order them. Any amounts charged or invoiced are due and payable upon our invoice being issued unless otherwise specified in these terms or the App.
  • you can pay for services using a credit or debit card or make a BACS transfer
  • subscriptions available within the App are monthly, flexi or annual subscriptions (“Subscriptions”), payable up-front in advance. For your convenience, the per-month price may be displayed.
  • subscriptions will automatically renew and we will take payment at the end of each monthly or annual subscription period (as applicable), unless you cancel the Subscription prior to the end of the relevant subscription period. We may suspend our provision of services if you do not pay any of our Charges on time.

N) OUR LIABILITY TO YOU

Because these terms are part of a binding legal agreement, we must compensate you for loss you suffer if our service doesn’t comply with these terms. However, we don’t compensate you for all losses. This section is important as it explains those things.

  • If we break any of these terms and you suffer loss or damage, we are responsible for compensating you for that loss or damage if it was a foreseeable result of our breaking of these terms.
  • We are not responsible for compensating you for loss or damage that is not a foreseeable result of breaking these terms. Nor will we be liable for indirect, incidental, special or consequential damages.
  • Other than our Clinical Services, our software and services are provided on an ‘as is’ basis without a warranty of any kind being provided by us.
  • We are responsible for compensating you for personal injury or death caused by our negligence or that of our healthcare practitioners or employees, and for defective products where we are legally responsible for their supply. Subject to doing this, and subject to applicable law, we will not be liable to you for an amount greater than the fees paid to us by you.
  • If we provide digital content that is defective and damages a device or other digital content belonging to you, and we have not used our reasonable skill and care, we will compensate you or repair the device or content (at our election).
  • We will not be liable for any loss or damage resulting from defective digital content where you have failed to follow our usage instructions or advice in these terms.
  • We supply the services for private personal use and we are not responsible for any losses you suffer arising out of the use of the services which are business losses.
  • We design our services, the App and Website to keep your personal health data secure and it is important that you follow the usage instructions and advice in these terms in order to keep your data safe. We are not liable for loss or unauthorised access to your data where it results from you not following these instructions and advice.

O) OUR BRAND AND CREATIVE MATERIAL

The basis on which you use our App, Website and services

  • We own the copyright and other intellectual property rights in the App, Website, our services and their content (“Medics2You IPR”).
  • You are permitted to use Medics2You IPR in order to receive our services, store it on your device and print copies of it for your personal use. You may communicate material containing Medics2You IPR to your doctor or another medical practitioner. You are not permitted to copy, distribute or make any business use of Medics2You IPR. You must not remove or obscure any notices regarding Medics2You IPR.
  • The Medics2You mark, logo, combined mark and logo and other marks indicated in our App are our trademarks of the Company or its affiliates in the United Kingdom and other countries. Other graphics, logos, page headers, button icons, scripts, and service names are trademarks of other businesses or our affiliates or Partners.

P) LICENCE AND APP USE

You are allowed to use the App but not copy it or distribute it

  • We grant you a limited licence to access and make personal use of the App and not to modify it, or any portion of it, except with our express written consent of the Company. This licence does not include any resale or commercial use of the App or its contents; any derivative use of the App or its contents; or any use of data mining, robots, or similar data gathering and extraction tools.
  • The App or any portion of the App may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent. Any unauthorised use terminates the permission or licence granted by the Company.
  • You may not use any logo or other proprietary graphic or trademark of ours, our Partners or affiliates without our express written permission.
  • The App or any Service may contain links to other independent third party websites (“Third Party Sites”). Third party Sites are not under our control, and we are not responsible for and do not endorse their content. You will need to make your own independent judgement regarding your interaction with any Third Party Sites, including the purchase and use of any products or services accessible through them.
  • If any open-source software is included in the App, the terms of an open-source licence may override some of the terms set out in this section.

Q) CANCELLATION

  • For our Private Service, generally, there is no minimum Subscription period and you can cancel your Subscription with us at any time without additional charge. In such case, your cancellation will take effect at the end of the four-week period you have paid for and no further payment will be taken. There are different rules that apply within the first three months of subscribing and these are set out in paragraphs 3 and 4 below.
  • You may cancel your agreement with us and your Subscription within 14 days of the day on which your Subscription begins (“Cancellation Period”). We will refund your Subscription fee to you within 14 days from the day on which we receive your cancellation notice provided that, if you use the App to receive Clinical Services within the Cancellation Period and you subsequently choose to cancel the Subscription services within the Cancellation Period, we may reduce the amount of any refund (or take payment from you) to recover the cost of any appointments booked with Practitioners via our Clinical Services. These will be priced according to the pay as you go rates published on our website rather than the Subscription fee pro rata to the period of your Subscription period, to reflect reasonable use. We may also charge you for any products you have purchased from us within the Cancellation Period.
  • If you cancel your Subscription outside of the Cancellation Period but within the first three months of subscribing, and you have used Clinical Services within that period, then we may charge you for a minimum 3 months subscription period (including your first month subscription charge). You can continue to make use of your Subscription for the period for which you are charged.
  • You may end your agreement with us:
  • if the services are unavailable for reasons outside our control as set out in section L or for technical reasons as set out in section D;
  • if you do not like a change we propose to make to these terms under section J; or
  • if we have failed to fix or re-perform services not provided to the standards set out in section B.
  • If you end your agreement with us under this section and you have a Subscription, we will refund the proportion of the Charges you have already paid reflecting the remaining complete months of the Subscription period at the time of your notice.
  • If you want to cancel your agreement under this section, you must give us notice by emailing us at support@medics2you.com.
  • If you want to cancel your agreement under this section, you must give us notice by emailing us at support@medics2you.com.

We may end our agreement with you, subject to applicable regulation:

  • if the services are unavailable for reasons outside our control as set out in section L;
  • if you do not comply with the conditions on use of services set out in these terms;
  • if you break any other term of this agreement and do not make good that break within 7 days of when we ask you; or
  • if you do not pay us any Charges on time.

R) COMPLAINTS AND DISPUTES

What happens if you have a complaint about our services or disagree with us about anything to do with these terms

  • You can always give us feedback on our services by calling or emailing us via the details provided in the ‘About Us’ section above.
  • If you have a complaint about our services, we would like to resolve it as soon as possible. Please tell us about your complaint as soon as you can so that we can do this.
  • If you wish to make a formal complaint about our services, you should do so as soon as possible by calling or emailing us via the details provided in the ‘About Us’ section above. We may ask you for certain details about you and your complaint in order to address it. Please provide these as soon as you can so that we can resolve your complaint quickly.
  • Our healthcare practitioners are registered healthcare professionals, and we will handle your complaint in an appropriate way, as required to do so by the professional rules that apply to our professionals and to our services, and following our complaints procedure.
  • We will tell you the outcome of our investigation into your complaint and give you the chance to discuss it with us. If we have done something wrong, we will apologise to you.
  • If any disagreement between you and us arises in connection with these terms, we will attempt to resolve it by discussing it with you.
  • If a dispute arises out of or relates to this contract, or the breach thereof, and if the dispute cannot be settled through negotiation and discussion with our customer satisfaction unit, the parties agree first to try in good faith to settle the dispute by mediation before resorting to arbitration, or some other dispute resolution procedure.
  • All disputes arising out of or in connection with this contract, not resolved by negotiation or mediation, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by arbitration under the London Court of International Arbitration Rules, which Rules are deemed to be incorporated by reference into this clause. The number of arbitrators shall be one. The seat, or legal place, of arbitration shall be England (unless explicitly waived by the company). The language to be used in the arbitral proceedings shall be English.The governing law of the contract shall be the substantive laws of England
  • These terms are governed by English law and the English courts shall have exclusive jurisdiction to hear any claim arising out of or in connection with these terms or the use of our products and services.

S) OTHER IMPORTANT TERMS

Other provisions explaining how we may exercise our rights under these terms

  • If there is any proposed transfer of our rights and obligations under these terms, we will always notify you in writing and this will not affect your rights under these terms.
  • As our services are personalised, you may only transfer your rights or your obligations under these terms to another person if we agree.
  • The agreement for our services is between you and us, and no-one else. Only you can enforce that agreement

T) CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding the use of the Site, please contact us at:

Nigeria Office

2 Olusola Agbaje street,
Lekki Phase 1,
Lagos State, Nigeria

UK Office

20-22 Wenlock Road,
London,
N1 7GU,
United Kingdom

Via Email

support@medics2you.com

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