Terms of Service.

By creating an account or using Westa Care (the 'Platform'), you agree to these Terms of Service and our Privacy Policy. If you don't agree, please don't use the Platform.

These terms form a binding agreement between you and westaCare Technologies Limited ('Westa Care', 'we', 'us', or 'our'), a company registered in Nigeria.

Sections 10 to 15 apply specifically to doctors, hospitals, pharmacies, laboratories, and other partner providers. If you use the Platform as a provider, those sections apply to you in addition to the rest of these terms.

You must be at least 18 years old to create your own account. Parents or guardians may book appointments for minors in their care under their own account.

You must provide accurate, current information when registering and keep it updated. Westa Care may suspend or terminate accounts that contain false information.

Doctors must hold a valid MDCN registration, and partner facilities must hold the licences required for their category, before they can be verified and accept bookings.

Westa Care is a platform that connects patients with MDCN-registered doctors, licensed pharmacies, accredited laboratories, and other healthcare partners. We are a facilitator. We are not a hospital and we do not provide medical care ourselves.

Doctors and partners on the Platform are independent professionals or licensed businesses. They are responsible for the medical advice, prescriptions, and services they provide.

We provide the booking, payment, communication, and record-keeping infrastructure that surrounds the consultation, and we collect payment from patients and settle the provider's share on their behalf.

Consultations on Westa Care do not replace emergency care. If you have a medical emergency, call 112 or go to your nearest hospital immediately.

Information available on the Platform, including blog posts, descriptions of conditions, and AI-generated triage prompts, is for general information only and is not a substitute for professional medical advice, diagnosis, or treatment.

You are responsible for keeping your password and account credentials secure, and for activity on your account. Tell us right away if you suspect unauthorised access.

• Don't share your account or password with anyone.
• Use a unique, strong password and enable two-factor authentication when available.
• Make sure your contact details are correct so you receive appointment reminders and security notifications.
• Notify us at security@westalic.com if you suspect your account has been compromised.

Payments on the Platform run through a wallet held in your account. You add funds to your wallet by card or bank payment through our payment processor, and consultations are paid for from that balance.

Your wallet is a record of funds held for you to spend on the Platform. It is not a bank account, it does not earn interest, and it is not covered by deposit insurance.

Your wallet keeps a separate balance in Naira and in US Dollars. Which one is used depends on your country. If you change your country of residence in your profile, your available balance is converted into the currency for your new country at the exchange rate in force at the time of conversion. Funds already committed to a booked appointment are not converted and settle in the currency they were booked in.

Every credit and debit on your wallet is recorded in your account history, showing the amount, the resulting balance, and the reason for the movement.

The price of a consultation is set by Westa Care, not by the individual doctor. It depends on the doctor's clinical category and on the type of consultation you book — video, audio, chat, or in person.

The full price is shown to you before you confirm a booking. The price shown at that moment is the price that applies to that appointment, even if we change our published prices afterwards.

Prices include a technical and service charge retained by Westa Care to cover the cost of running the Platform. The way a consultation fee is divided between Westa Care and the treating doctor is described in section 12.

When you book an appointment, the full consultation fee is placed on hold in your wallet. Held funds remain yours and are not paid to anyone, but you cannot spend them elsewhere while the appointment is outstanding.

The held amount is taken as payment only when the consultation is completed. Until that point, it is either released back to you or adjusted, according to section 09.

If a doctor declines your request and we match you with another doctor, the hold moves to the new booking. If the new doctor's price is different, the hold is topped up or partly released so that it matches the new price. If you do not have enough available balance to cover an increase, the reassignment will not proceed.

Refunds are returned to your Westa Care wallet, where they are immediately available to spend on another consultation. Refunds are not returned to your card or bank account automatically. If you want money returned to your bank instead, contact support@westalic.com and we will review the request.

What happens to your money depends on why the consultation did not go ahead:

• The doctor cancels — you receive a full refund of the amount held. No fee is charged.
• The doctor does not join the consultation — you receive a full refund. You are not treated as being at fault.
• You cancel — 85% of the fee is returned to your wallet and a cancellation fee of 15% is retained.
• You do not join, and the doctor did — 85% of the fee is returned to your wallet and a no-show fee of 15% is retained.
• The consultation is completed — the fee is taken as payment in full and is not refundable.

If a consultation was not delivered as it should have been — the doctor did not appear, the call failed, or the service you paid for was not provided — contact support@westalic.com within 14 days of the appointment and we will investigate.

Where we find in your favour, we will refund the fee to your wallet in full or in part. We may also withhold or reverse the doctor's share while a dispute is open.

Do not raise a chargeback with your bank before contacting us. Chargebacks raised without giving us the chance to resolve the problem may result in the suspension of your account while the matter is settled with the payment processor.

You agree not to misuse the Platform. The following are not allowed:

• Impersonating another person or providing false medical information.
• Recording, redistributing, or publicly sharing video consultations or doctor notes.
• Attempting to access accounts, data, or systems that aren't yours.
• Using the Platform to harass, threaten, or discriminate against doctors, staff, or other users.
• Probing, scanning, or testing the security of the Platform without written permission.
• Using automated tools (scrapers, bots) to access or extract data from the Platform.
• Arranging payment directly with a doctor in order to avoid Platform fees, or asking a doctor to do so.

This section applies to doctors, and, with the necessary changes, to hospitals, pharmacies, and laboratories operating on the Platform.

Westa Care collects the consultation fee from the patient and holds it until the consultation is completed. The provider's share is then credited to the provider's Westa Care wallet. Providers are paid by Westa Care, not directly by the patient.

The provider's share is calculated as follows: the technical and service charge for that consultation type is first deducted from the consultation price; the provider then receives a percentage of the remainder, determined by the level recorded on their profile. Westa Care retains the balance.

The percentage attached to each level, and the price attached to each clinical category, are set by Westa Care and may be revised from time to time. We will give providers at least 14 days' notice before a change to payout percentages takes effect. Appointments already booked settle on the terms that applied when they were booked.

Cancellation and no-show fees retained under section 09 are retained by Westa Care and do not form part of the provider's share.

Providers are independent contractors. Nothing in these terms creates an employment relationship, and providers are responsible for their own taxes, professional indemnity insurance, and regulatory registrations.

After a consultation is completed, the provider's share is held for a short cooling-off period before it is credited to their wallet. This period gives us time to act on a complaint or dispute before funds become withdrawable. The current period is 24 hours.

If a dispute is raised during that period, or if the appointment is subsequently found not to have been completed, the credit may be withheld or reversed.

Once credited, the amount appears as available balance in the provider's wallet and can be included in a withdrawal request.

Providers withdraw earnings by submitting a withdrawal request from their account, naming an amount and a bank account that has already been verified against the account holder's name.

Every withdrawal is reviewed and paid manually by Westa Care. Submitting a request does not guarantee payment. We aim to review and pay approved requests within 3 to 5 business days.

Your wallet is debited when a withdrawal is approved and paid, not when the request is submitted. While a request is pending, the amount is reserved against your balance so that the same funds cannot be requested twice. If a request is declined, nothing is debited and the reserved amount becomes available again.

• A minimum withdrawal amount applies to each request. The current minimum is ₦1,000, or $10 for providers paid in US Dollars.
• A rolling limit applies to the total value of withdrawal requests a provider may make in any 7-day period. The current limit is ₦300,000 for individual doctors and ₦1,000,000 for hospitals, pharmacies, and laboratories.
• Withdrawals in Naira must be paid to a Nigerian bank account held in the provider's own name. We do not pay to third-party accounts.
• Providers earning in US Dollars are paid by arrangement, as no local bank transfer route is available for those payments.
• We may decline or delay a withdrawal where an account is under review, where a dispute is open, or where we are required to do so by law.
• These minimums, limits, and timescales may be changed at our discretion, and the values above are current as at the date of this document.

Providers must keep their registration, licence, and profile information current, and must tell us immediately if their registration lapses, is suspended, or is subject to investigation.

Providers must attend consultations they have accepted, be reachable at the scheduled time, and keep proper clinical records of the care they give.

Repeated failure to attend accepted appointments, repeated patient complaints, or practising outside the scope of the provider's registration may result in reduced visibility on the Platform, suspension, or removal.

Where a provider's account is closed, any confirmed balance owed to them remains payable, subject to any amounts we are entitled to withhold in respect of open disputes or refunds.

Westa Care, the Westa Care logo, and the Platform's software, design, and content are owned by westaCare Technologies Limited and protected by Nigerian and international intellectual property laws.

You retain ownership of the content you upload (medical history, photos, lab results). By uploading, you grant us a limited licence to store, process, and display it for the purpose of providing the service.

The Platform integrates with third-party services, including our payment processor, video providers, and mapping providers. Your use of those services may be governed by their own terms.

We choose third parties carefully and require contractual data-protection commitments, but we are not responsible for their independent acts or omissions.

To the maximum extent permitted by law, Westa Care is not liable for indirect, incidental, or consequential damages arising from your use of the Platform.

Our total liability for any claim relating to the Platform is limited to the fees you paid us in the 12 months before the claim arose.

Nothing in these terms limits liability that cannot be limited under Nigerian law, including liability for death or personal injury caused by negligence, or for fraud.

You can close your account at any time from Settings → Privacy → Delete Account. We may suspend or terminate accounts that violate these terms or are inactive for an extended period.

Before closing an account, withdraw any remaining wallet balance. We will help you recover a balance left in a closed account, but a request may be needed and identity checks may apply.

Some provisions of these terms (payment, intellectual property, liability) survive termination.

We may update these terms from time to time. We'll notify you of material changes by email or via an in-app notice at least 14 days before they take effect.

Continued use of the Platform after changes take effect means you accept the new terms.

These terms are governed by the laws of the Federal Republic of Nigeria. Any disputes will be resolved in the courts of Lagos State.

Questions about these terms? Email legal@westalic.com or write to us at westaCare Technologies Limited, Plot 14 Admiralty Way, Lekki Phase 1, Lagos, Nigeria.

Questions about a payment, refund, or withdrawal are handled fastest at support@westalic.com.