Welcome to Nexaphysicians. These Terms of Service ("Terms") govern your access to and use of the Nexaphysicians website, mobile experiences, and telehealth services (collectively, the "Service"). By creating an account or using the Service, you agree to these Terms.
1. Who we are
Nexaphysicians is a telehealth platform that connects patients with independently licensed doctors for virtual consultations. Nexaphysicians itself does not practise medicine. Doctors on the platform are independent professionals responsible for their own clinical decisions.
2. Not for emergencies
If this is a life-threatening emergency call 999 (UK), 911 (US) or go to your nearest hospital immediately (Nigeria). Do not use Nexaphysicians for emergencies.
3. Eligibility
You must be at least 18 years old (or the age of majority in your jurisdiction) to create an account. Parents or legal guardians may book on behalf of a minor and are responsible for that minor's use of the Service.
4. Your account
- You agree to provide accurate, current information and keep it up to date.
- You are responsible for safeguarding your password and all activity under your account.
- Notify us immediately at support@nexaphysicians.com of any unauthorised use.
5. Telehealth consent
By booking a consultation you consent to receive care via secure video. You understand that telehealth has limitations compared to in-person care, that the doctor may determine a virtual visit is not appropriate and refer you elsewhere, and that no specific outcome is guaranteed.
6. Bookings, payments and refunds
- Consultation fees are shown at checkout and charged through Stripe or Paystack.
- You may cancel free of charge up to 12 hours before your appointment. Cancellations within 12 hours may be non-refundable.
- If the doctor is a no-show, you are entitled to a full refund or reschedule.
- Disputed charges are reviewed in good faith — contact support within 30 days.
7. Doctor responsibilities
Doctors are independently verified and licensed in at least one jurisdiction we operate in. They are solely responsible for the clinical advice, consultation summaries, medication recommendations, and records they issue. Nexaphysicians facilitates the connection but is not the treating party. Nexaphysicians does not issue formal prescriptions; doctors provide consultation summaries with medication recommendations only, which the patient must take to their GP or healthcare provider to obtain an official prescription.
7a. Patient–doctor confidentiality
Consultation summaries, diagnoses, clinical notes, and medication recommendations are strictly confidential and visible only to the patient and the doctor(s) providing their care. Nexaphysicians administrators do not have routine access to consultation content. Administrators may only access this content where (i) a formal dispute is raised, (ii) a safeguarding concern is flagged, or (iii) a binding legal request is received. Each access is logged with a written reason.
8. Acceptable use
- Do not misrepresent your identity or medical history.
- Do not record consultations without the doctor's written consent.
- Do not use the Service for unlawful purposes or to harass any user.
9. Privacy
Your use of the Service is also governed by our Privacy Policy, which explains how we collect, store and protect your personal and health information.
10. Disclaimers
The Service is provided "as is" without warranties of any kind. Nexaphysicians does not guarantee that the Service will be uninterrupted, error-free, or that any particular doctor will be available at a given time.
11. Limitation of liability
To the maximum extent permitted by law, Nexaphysicians's aggregate liability for any claim arising out of or relating to the Service is limited to the amount you paid us in the 12 months before the claim arose. Nexaphysicians is not liable for the clinical decisions of any independent doctor.
12. Changes to these Terms
We may update these Terms from time to time. Material changes will be communicated by email or in-app notice at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance.
13. Governing law
These Terms are governed by the laws of England and Wales for UK users and the Federal Republic of Nigeria for Nigerian users. Disputes will be resolved in the competent courts of your country of residence.
14. Contact
Questions about these Terms? Email support@nexaphysicians.com.