Terms of Use

By creating an account or using any part of the Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Services.

KenEi Health provides online medical consultations conducted by real, licensed, and verified healthcare professionals — doctors, specialists, and pharmacists — through chat, voice, and video. The Services also include appointment booking, electronic prescriptions, and medication ordering and delivery from verified pharmacies.

Consultations on KenEi Health are genuine medical care, delivered remotely by licensed professionals who are qualified to diagnose, treat, and prescribe within the scope of their licence. Our AI features — such as symptom guidance and the health companion — are supplementary tools that support your care; they never replace consultation with a healthcare professional.

Online consultations are appropriate for a wide range of health needs. The professional you consult will assess whether remote care suits your situation and will refer you for in-person or specialist care whenever that is clinically appropriate.

The Services are not intended for medical emergencies. If you are experiencing a medical emergency, call your local emergency services or go to the nearest hospital immediately.

You must be at least 18 years old to create an account. Minors may use the Services only under an account managed by a parent or legal guardian. You are responsible for keeping your login credentials confidential and for all activity that occurs under your account. Notify us immediately if you suspect unauthorised use of your account.

When using the Services, you agree to:

• Provide accurate, complete, and current information, including health information relevant to your care;
• Engage honestly and openly with your healthcare professional during consultations;
• Use the Services only for lawful purposes and in accordance with these Terms;
• Treat healthcare professionals and other users with respect;
• Attend scheduled appointments or cancel them within the applicable cancellation window;
• Use medications only as prescribed and directed by a licensed professional.

Every healthcare professional on KenEi Health is licensed by the relevant Nigerian regulatory body — such as the Medical and Dental Council of Nigeria or the Pharmacists Council of Nigeria — and is verified before joining the platform. Professionals exercise independent clinical judgment in your care and remain bound by their professional codes of conduct and ethics. KenEi Health monitors the quality of care delivered through the platform and investigates complaints about professional conduct.

Fees for consultations, medications, and other services are displayed before you confirm a transaction and are processed through our third-party payment partners. Except where required by law, payments are non-refundable once a service has been delivered. If a consultation or order fails through no fault of yours, contact us and we will review the transaction and, where appropriate, issue a refund or credit.

The Services, including all software, designs, logos, text, and content (other than content you or healthcare professionals submit), are owned by or licensed to KenEi Health and are protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from any part of the Services without our prior written consent.

You must not:

• Impersonate another person or misrepresent your identity or qualifications;
• Use the Services to obtain medications fraudulently or for resale;
• Harass, abuse, or harm healthcare professionals or other users;
• Attempt to gain unauthorised access to the Services or interfere with their operation;
• Scrape, reverse-engineer, or misuse the platform or its data.

Clinical decisions about your care rest with the treating healthcare professional, who is accountable for them under their professional licence and code of conduct. To the maximum extent permitted by law, KenEi Health is not liable for any indirect, incidental, special, or consequential damages arising from your use of the Services. The platform itself is provided on an "as is" and "as available" basis without warranties of any kind, express or implied. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

You may close your account at any time. We may suspend or terminate your access to the Services if you breach these Terms, misuse the platform, or where required by law. Provisions that by their nature should survive termination (including intellectual property, limitation of liability, and governing law) will continue to apply.

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising from these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of Nigeria.

We may update these Terms from time to time. When we make material changes, we will notify you through the Services or by email and update the "Last updated" date above. Your continued use of the Services after changes take effect means you accept the revised Terms.

If you have any questions about these Terms, reach us at: