How can we help?
Quick answers to the questions we hear most. Can't find what you need? Our team is one email away.
Pick a category.
Getting started
Creating an account, finding a doctor, and booking your first consultation.
Appointments & video calls
Booking, rescheduling, joining video calls, and what to do if something goes wrong.
Payments & refunds
Payment methods, receipts, refund timelines, and HMO claims.
Prescriptions & pharmacies
Filling e-prescriptions, partner pharmacies, refills, and delivery.
Medical records
Viewing, sharing, exporting, and deleting your records — all on your terms.
Account & privacy
Profile, password, two-factor login, and how we protect your data.
The most common questions.
How do I book an appointment?
Sign in, choose a doctor or speciality, pick a time slot, and confirm payment. You'll get an instant confirmation by email and SMS.
How do video consultations work?
Open your appointment from your dashboard at the scheduled time and tap 'Join'. The video call opens in your browser — no extra app required. We support iOS, Android, Windows, and Mac on any modern browser.
Can I reschedule or cancel?
Yes — up to 1 hour before your appointment, free of charge. After that a small fee applies. You can reschedule from the appointment details screen in your dashboard.
What if my doctor doesn't show up?
It's rare, but if a doctor misses an appointment, you get a full refund automatically and we'll help you rebook with another verified specialist.
How do I get my prescription?
Your prescription appears in your account immediately after the consultation. You can pick up at any partner pharmacy or request home delivery in Lagos, Abuja, or Port Harcourt.
Can I use my prescription at a non-partner pharmacy?
Yes. Every prescription has a unique verification code that any pharmacist can verify by phone or QR scan.
How does payment work?
We accept cards (Visa, Mastercard, Verve), bank transfer, and the Westa Care wallet. Payment is taken at the time of booking. Receipts are emailed automatically.
Is my data private?
Yes. We are NDPR-compliant, use end-to-end encrypted calls, and never sell your data. Records are private to you by default. You can export or delete your records at any time.
How do I delete my account?
Go to Settings → Privacy → Delete Account. You'll be asked to confirm. Records are anonymised and removed within 30 days, subject to legal retention rules.
Does Westa Care work with my HMO?
We're partnered with a growing list of HMOs. Check your member dashboard or email support@westalic.com with your HMO name and we'll confirm.
Can I book for my child or elderly parent?
Yes. Add a dependant in your profile and book appointments under their name. Useful for parents managing children's vaccinations or carers looking after elderly relatives.
I need to talk to a human.
Visit our contact page or email support@westalic.com. We aim to respond within 4 business hours. For urgent medical concerns, call your nearest hospital or 112.
Still need help?
Our support team responds to every email within 4 business hours. For medical emergencies, call 112 or your nearest hospital.