Legal & Policies

Data Protection & Security

We take your privacy seriously. All medical records and personal information are stored securely and protected by advanced encryption technologies (AES-256 encryption). We comply with global standards such as HIPAA (Health Insurance Portability and Accountability Act), GDPR (General Data Protection Regulation), and Nigeria Data Protection Regulation (NDPR) to ensure the confidentiality and security of patient data.

Information We Collect

• Personal identification information (name, date of birth, address, contact details)
• Medical history, symptoms, diagnoses, and treatment records
• Payment and billing information
• Technical data (IP address, browser type, device information)
• Usage data (how you interact with our platform)
• Communication records (messages, consultation notes)

How We Use Your Information

• To provide, maintain, and improve our healthcare services
• To facilitate communication between you and healthcare providers
• To process payments and maintain billing records
• To send appointment reminders and important notifications
• To comply with legal obligations and regulatory requirements
• To conduct research and analytics (anonymized data only)
• To detect and prevent fraud, abuse, or security incidents

Data Sharing & Disclosure

We do not sell, rent, or trade your personal information. We may share your data only in the following circumstances:

• Healthcare Providers: With licensed medical professionals providing your care
• Service Providers: With trusted third-party vendors who assist in service delivery (payment processors, cloud storage providers)
• Legal Requirements: When required by law, court order, or regulatory authority
• Emergency Situations: To protect your vital interests or those of others
• With Your Consent: When you explicitly authorize data sharing

Your Privacy Rights

• Access: Request a copy of your personal data
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your data (subject to legal retention requirements)
• Portability: Request transfer of your data to another provider
• Objection: Object to certain data processing activities
• Restriction: Request restriction of data processing

Data Retention

We retain your medical records for a minimum of 7 years as required by Nigerian medical practice regulations and international standards. Other personal data is retained only as long as necessary to fulfill the purposes outlined in this policy.

Acceptance of Terms

By accessing or using Family Care Virtual Clinic services, you agree to be bound by these Terms of Service and all applicable laws and regulations. If you do not agree with any part of these terms, you may not use our services.

Patient Responsibilities

By using our services, you agree to:

• Provide accurate, current, and complete personal and medical information
• Update your information promptly when changes occur
• Maintain timely attendance for scheduled appointments
• Provide at least 24 hours notice for appointment cancellations when possible
• Treat healthcare providers and staff with respect and courtesy
• Pay all applicable fees and charges in a timely manner
• Follow prescribed treatment plans and medical advice
• Understand that virtual consultations have limitations and may require in-person follow-up
• Maintain the confidentiality of your account credentials
• Not share your account with others

Service Limitations

You acknowledge and understand that:

• Services provided through our platform are not intended for emergency care
• Urgent cases or life-threatening situations should seek immediate in-person medical attention
• Virtual consultations may not be suitable for all medical conditions
• Physical examinations and certain diagnostic tests cannot be performed virtually
• Technology issues may occasionally interrupt service delivery
• Healthcare providers reserve the right to recommend in-person consultations when necessary

Account Security

• You are responsible for maintaining the confidentiality of your account
• You must notify us immediately of any unauthorized access
• You are responsible for all activities that occur under your account
• We reserve the right to suspend or terminate accounts that violate these terms

Prohibited Conduct

You agree not to:

• Use the service for any illegal or unauthorized purpose
• Attempt to gain unauthorized access to our systems or networks
• Transmit viruses, malware, or other harmful code
• Harass, abuse, or harm healthcare providers or staff
• Impersonate another person or entity
• Share prescription medications obtained through our service
• Use automated systems to access the service without permission

Intellectual Property

All content, trademarks, logos, and intellectual property on our platform are owned by Family Care Virtual Clinic or our licensors. You may not copy, modify, distribute, or create derivative works without explicit written permission.

Appointment Cancellations

• 24+ Hours Notice: Full refund or free rescheduling (no penalty)
• 12-24 Hours Notice: 50% refund or rescheduling with 50% fee
• Less than 12 Hours: No refund, but may reschedule with full fee
• No-Show: No refund, full appointment fee charged

Subscription Cancellations

• Monthly subscriptions can be canceled anytime before the next billing cycle
• Annual subscriptions are non-refundable after 30 days of purchase
• Unused consultation credits do not carry over after cancellation
• Cancellation becomes effective at the end of the current billing period

Refund Processing

Approved refunds are processed within 5-10 business days to the original payment method. Bank processing times may vary. Contact our support team at gubmission@gmail.com for refund requests.

Emergency Cancellations

In cases of genuine emergencies or extenuating circumstances, please contact our support team. We will review your situation and may waive cancellation fees on a case-by-case basis.

Informed Consent for Telemedicine

By using our services, you consent to receiving healthcare through telemedicine and acknowledge that you understand:

• The nature and limitations of telemedicine services
• Technology requirements and potential technical difficulties
• The possibility that virtual consultations may not be suitable for your condition
• Your right to withdraw consent at any time
• Alternative options for receiving traditional in-person care

Treatment Authorization

You authorize healthcare providers to examine your medical history, conduct virtual assessments, order necessary tests, prescribe medications, and provide treatment recommendations based on their professional judgment.

Communication Consent

You consent to receive communications via email, SMS, phone calls, and in-app notifications regarding appointments, prescriptions, test results, and health information. You may opt-out of non-essential communications at any time.

Recording & Documentation

Consultations may be recorded or documented for quality assurance, training, and legal purposes. All recordings are stored securely and protected under our privacy policy. You will be notified if a consultation is being recorded.

Limitation of Liability

To the maximum extent permitted by law, Family Care Virtual Clinic and its healthcare providers shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or other intangibles, resulting from your use or inability to use the service.

Professional Liability

Healthcare providers maintain professional liability insurance as required by law. Claims of medical malpractice or negligence will be handled in accordance with applicable medical malpractice laws and regulations in Nigeria.

User Indemnification

You agree to indemnify, defend, and hold harmless Family Care Virtual Clinic, its officers, directors, employees, and healthcare providers from any claims, damages, losses, or expenses arising from your violation of these terms, misuse of the service, or violation of any law or rights of third parties.

Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria, without regard to its conflict of law provisions.

Dispute Resolution Process

1. Informal Resolution: Contact our support team to attempt resolution
2. Mediation: If informal resolution fails, parties agree to mediation
3. Arbitration: Binding arbitration in accordance with Nigerian Arbitration and Conciliation Act
4. Litigation: If arbitration fails, disputes shall be resolved in Nigerian courts

Jurisdiction

Any legal action or proceeding arising under these Terms shall be brought exclusively in the courts located in Lagos, Nigeria, and you consent to the personal jurisdiction of such courts.

Class Action Waiver

You agree that disputes will be resolved on an individual basis and not as part of a class action, consolidated, or representative proceeding.

We reserve the right to modify these terms and policies at any time. We will notify you of significant changes via:

• Email notification to your registered email address
• In-app notification upon your next login
• Prominent notice on our website
• SMS notification for critical changes

Effective Date

Changes become effective 30 days after notification, unless otherwise stated. Continued use of our services after changes become effective constitutes your acceptance of the modified terms.

Version History

Previous versions of our terms and policies are archived and available upon request. Contact our legal team at legal@familycareclinic.com.