Terms and Conditions of Service

1. Critical Emergency Medical Disclaimer

Virtual Doctors Africa provides scheduled and on-demand digital telehealth consultations, clinical triage, chronic care coordination, and healthcare directory connectivity. Telemedicine cannot substitute for emergency room resuscitation, intensive care, immediate surgical intervention, or physical palpation where direct contact is clinically mandatory.

2. Nature of the Platform & Independent Relationship

Virtual Doctors Africa (accessible via virtualdoctors.ng, app.virtualdoctors.ng, and affiliated mobile interfaces) is owned, hosted, and operated by SurroTrak Health Technologies Limited, an incorporated healthcare technology enterprise in the Federal Republic of Nigeria.

The Platform serves as a digital technological facilitator, communication intermediary, and health management software. Specifically:

• Independent Medical Providers: All doctors, medical specialists, and clinical practitioners offering consultations on Virtual Doctors Africa are independent licensed medical professionals registered with the Medical and Dental Council of Nigeria (MDCN) or equivalent statutory medical regulatory bodies in their respective African jurisdictions.
• No Practice of Medicine by Platform Operator: SurroTrak Health Technologies Limited does not itself practice medicine, pharmacy, or diagnostic medical laboratory science. The Platform provides electronic communication tools, video conferencing (WebRTC), appointment scheduling, electronic medical records (EMR) management, and digital payment facilitation.
• Clinical Autonomy: Medical decisions, diagnoses, clinical opinions, treatment pathways, and electronic prescriptions are formulated solely by the treating healthcare professional exercising independent clinical judgment.

3. User Categories & Binding Agreement

By accessing, browsing, registering an account, or transacting on the Platform, you enter into a legally binding contract governed by these Terms and Conditions. These terms bind:

4. Patient Terms, Informed Consent & Responsibilities

When consulting with a healthcare professional via the Platform, you acknowledge, represent, and agree to the following:

1. Informed Consent to Telemedicine: You knowingly consent to receive clinical consultation and assessment via electronic telecommunication (video, audio, or secure digital text). You understand the inherent limitations of digital care, including the absence of physical touch, stethoscopic auscultation, and manual palpation.
2. Accuracy of Medical Information: You are legally and ethically obligated to disclose accurate, complete, and up-to-date medical histories, existing medications, chronic ailments, drug allergies, past surgical history, and active pregnancy status. Deliberate misrepresentation or omission relieves the practitioner and the Platform of any liability for adverse clinical outcomes.
3. Identity & Legal Capacity: You must be at least 18 years of age to register an independent account. Minors may only receive consultation through a verified parent, legal guardian, or authorized care representative using the Platform's Guardian feature.
4. Second Opinion & Physical Escalation: If a doctor advises that your symptoms warrant an in-person physical examination, diagnostic ultrasound/radiology, or hospitalization, you agree to promptly follow such clinical recommendations at an accredited health facility.

5. Medical Doctor Qualifications & Standards of Care

Every physician registered on Virtual Doctors Africa warrants and covenants that:

• Regulatory Licensure: They possess a valid, active, unencumbered license to practice medicine issued by the Medical and Dental Council of Nigeria (MDCN) or their applicable national medical board, and maintain current annual practicing certifications.
• Standard of Care: They shall adhere strictly to the MDCN Rules of Professional Conduct for Medical Practitioners in Nigeria and international telemedicine ethics. The standard of medical care delivered via telehealth must be equivalent to in-person clinical consultations.
• Professional Indemnity: Doctors maintain independent medical malpractice and professional indemnity insurance coverage appropriate for digital and clinical healthcare practice.
• Referral Duty: When a patient's medical condition cannot safely be resolved digitally, the physician has the clinical duty to issue a formal referral to an appropriate hospital, diagnostic laboratory, or specialized care center.

6. Healthcare Network Partners (Pharmacies, Labs, Hospitals)

Partner organizations participating in the Virtual Doctors Africa directory and service network agree to strict operational protocols:

• Community Pharmacies & Care Points: Must be registered with the Pharmacy Council of Nigeria (PCN) under a licensed Superintendent Pharmacist. Care Point tele-desks located within community pharmacies must maintain patient privacy, hygiene, and confidential consultation boundaries.
• Diagnostic Laboratories: Must hold accreditation with the Medical Laboratory Science Council of Nigeria (MLSCN) or relevant health ministry. Test results uploaded to the Platform must be signed by certified medical laboratory scientists or pathologists.
• Partner Hospitals: Agree to provide timely bed confirmation, emergency triage intake, and transparent fee schedules for patients referred from the Virtual Doctors Africa network.

7. Receptionists, Care Coordinators & Clinic Staff

Administrative personnel and care coordinators support the telemedicine logistics. Staff members explicitly agree:

• Non-Medical Advice: Receptionists and coordinators are strictly prohibited from providing medical advice, interpreting laboratory reports, recommending therapeutic regimens, or diagnosing patients.
• Absolute Confidentiality: Staff have access to sensitive patient data solely for appointment scheduling, verification, prescription fulfillment logistics, and customer service. Breaches of patient privacy constitute gross misconduct and statutory violations of the NDPA 2023.

8. Prescription Policy & Prohibited Controlled Substances

Virtual Doctors Africa strictly enforces regulatory compliance regarding pharmaceutical prescriptions:

• Prescription Discretion: Issuance of any electronic prescription (e-Rx) is strictly at the clinical discretion of the treating doctor. Consulting a physician does not guarantee that a prescription will be written.
• Strict Prohibition of Controlled Substances: Under no circumstances may physicians use the Platform to prescribe Schedule 1 or 2 controlled substances, potent opioids (e.g. Fentanyl, Morphine, Oxycodone), injectable sedatives, narcotics, anabolic steroids, or controlled psychotropic agents without in-person physical assessment in accordance with Nigerian drug enforcement guidelines (NDLEA / NAFDAC).
• Fulfillment Autonomy: Patients maintain the absolute right to fulfill valid electronic prescriptions at any partner pharmacy on the Platform or download their prescription to present at any licensed pharmacy of their choice.

9. Fees, Subscriptions, Retainer Plans & Refund Policy

All fees for telemedicine consultations, retainers, and healthcare packages are clearly displayed prior to booking or checkout:

• Billing & Payment Processors: Transactions are securely processed via PCI-DSS certified payment gateways (including Paystack, Flutterwave, and direct bank transfers). We do not store raw credit/debit card numbers on our servers.
• Multi-Period Subscriptions & Retainers: Subscription packages (such as monthly, quarterly, or customized multi-month health plans) grant pre-allocated consultation credits. Unused consultation allowances within a subscription period expire according to the plan terms unless renewed.
• Cancellation & Missed Appointments: Patients may reschedule or cancel a confirmed appointment up to 2 hours before the scheduled consultation time. If a patient fails to join the virtual consultation without prior cancellation, the consultation fee is forfeited. If a doctor fails to attend a confirmed appointment, the patient is entitled to an immediate full refund or complimentary re-booking.
• Wallet Balance: Pre-funded patient wallet balances can be applied to any booking, consultation, or subscription across the Platform.

10. VCoins & Referral Program Rules

Virtual Doctors Africa provides a loyalty and referral system powered by VCoins (Ꝟ):

• Non-Currency Loyalty Points: VCoins are internal, promotional loyalty units awarded for successful referrals, platform milestones, and completed consultations. VCoins do not constitute legal tender, deposit banking balances, or cryptocurrency.
• Referral Percentages & Commission: Patients, medical practitioners, and staff members are assigned unique referral codes and shareable links. When a referred user completes a consultation, subscribes to a retainer plan, or books home care / HMO services, referral commissions are calculated based on the administrative percentage fee configured in system settings.
• Anti-Spam & Code Customization: Users may customize their unique referral codes subject to character availability. Automated robotic spamming, deceptive marketing, or unsolicited mass SMS/email marketing of referral codes is strictly prohibited and results in immediate forfeiture of accrued rewards.

11. Audio/Video Privacy & Prohibition of Unauthorized Recordings

To preserve clinical sanctity, doctor-patient privilege, and statutory privacy under the Nigeria Data Protection Act 2023:

All platform logos, trademarks, software code, algorithms, user interfaces, and brand assets are the exclusive intellectual property of SurroTrak Health Technologies Limited.

12. Limitation of Liability

To the maximum extent permitted by applicable laws of the Federal Republic of Nigeria and participating African jurisdictions:

• No Liability for Medical Malpractice: SurroTrak Health Technologies Limited, its directors, officers, employees, and technological affiliates shall NOT be held liable for any clinical misdiagnosis, therapeutic error, surgical delay, medication side effect, or medical malpractice committed by any independent doctor, pharmacy, laboratory, or hospital found through the Platform.
• Technical Interruptions: The Platform is provided on an "as is" and "as available" basis. We are not liable for telecommunication outages, internet service provider disruptions, power failures, or video stream degradation beyond our direct technical control.
• Cap on Monetary Liability: In no event shall our total aggregate financial liability arising out of or related to these Terms exceed the total consultation or subscription fee paid by the user to the Platform in the thirty (30) days preceding the claim.

13. Comprehensive Company Indemnification

You agree to defend, indemnify, and hold harmless SurroTrak Health Technologies Limited, its parent companies, subsidiaries, directors, officers, medical advisors, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses (including legal fees) arising out of or in any way connected with:

1. Your violation of these Terms and Conditions or any applicable statutory health regulations;
2. Any false, incomplete, or deceptive information provided during registration or medical consultation;
3. Your violation of any third-party rights, including intellectual property, privacy, or clinical confidentiality rights;
4. For healthcare practitioners: any claim alleging clinical malpractice, substandard diagnosis, or regulatory non-compliance.

14. Governing Law, Jurisdiction & Dispute Resolution

These Terms and Conditions shall be governed by, construed, and enforced in accordance with the laws of the Federal Republic of Nigeria.

Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or invalidity thereof, shall first be submitted to good-faith amicable negotiation between the parties. If unresolved within thirty (30) days, the dispute shall be referred to and finally resolved by arbitration administered by the Lagos Court of Arbitration (LCA) in accordance with its Arbitration Rules. The place of arbitration shall be Lagos, Nigeria, and the proceedings shall be conducted in the English language.

For inquiries regarding these Terms and Conditions: