Effective 1 November 2026. These terms are an agreement between you and SonoCare Healthcare Ltd (RC 1555036), House 3, Road 1, Eliminigwe Housing Estate, Phase 3, Elelenwo, Port Harcourt, Rivers State (“SonoCare”, “we”). They apply when you use the SonoCare app or our websites (sonocare.com.ng and sonocare.ng) as a patient, or for a family member. Healthcare providers also agree to the Provider Terms below.

Please read sections 11 (Our liability) and 12 (Hold harmless and indemnity) carefully. They limit what SonoCare is responsible for, and ask you to take responsibility for losses you cause.

1. SonoCare is not an emergency service

If someone’s life is at risk, call 112 (or your local emergency number) straight away. The in-app ambulance request alerts independent ambulance operators near you, but we cannot guarantee that one will accept or how quickly it will arrive. Arrival times shown in the app are estimates.

2. What SonoCare does, and independent providers

SonoCare is a technology platform. It connects you with healthcare providers (“providers”): doctors, nurses, care assistants, medical laboratory scientists and technicians, laboratories, pharmacies, hospitals, delivery riders and ambulance operators. Through the app you can book video, voice or chat consultations, home visits and home nursing, lab tests (collected at home, or at a lab for tests that cannot safely be collected at home), medicines, hospital appointments, health monitoring and ambulances.

Every provider is independent. Apart from SonoCare Clinics (see below), providers are independent licensed professionals and businesses. They are not employees, agents or partners of SonoCare. Each provider alone decides on, and is responsible for, the care, advice, diagnosis, treatment, prescriptions, tests, results, medicines and transport they provide.

SonoCare does not practise medicine through the app and does not direct or supervise providers’ clinical decisions. We take reasonable steps to check each provider’s licence and identity before they can accept requests. We show their prices and ratings, hold your payment until you confirm, and may suspend providers who breach our standards. These checks help you choose. They do not make SonoCare responsible for what an independent provider does or fails to do. We remain responsible for carrying out our own checks, and for running SonoCare, with reasonable care and skill.

SonoCare Clinics is a hospital run by SonoCare Healthcare Ltd. When you book SonoCare Clinics, it acts as a provider on SonoCare. Because SonoCare Clinics is part of our company, we are responsible for the care it and its staff give. The parts of sections 11 and 12 that concern independent providers do not apply to that care.

Maps. The app includes Google Maps features and content, used for maps, address search and arrival estimates. Your use of Google Maps features and content is subject to the then-current versions of the Google Maps End User Additional Terms of Service and the Google Privacy Policy.

3. Your account

• You must be 18 or older to open an account. Children and other people who cannot consent for themselves may receive care only through a parent, guardian or other person legally entitled to act for them.
• You must give accurate information, verify your phone number and keep your password private. You are responsible for activity on your account.
• Your photo. Before booking any service other than an emergency ambulance, you must add a clear, recent photo of your own face, and one of each family member you book for. It is also your profile photo. SonoCare reviews photos, and providers check that the person they care for matches the photo before they start. A provider may refuse or stop a service if the person does not match, except to give emergency care.
• You may add family members (“dependents”) and book care for them only if you are their parent or guardian, or they have agreed to you doing so. Their records are kept separately from yours.
• You must accept these terms and the Informed Consent for Telemedicine, and confirm you have read our Privacy Policy, before booking any service.

4. Prices and payment

• Each provider sets its own prices for pay-as-you-go patients. The full price, including any pickup or delivery fee, is shown before you book.
• You pay from your SonoCare wallet. You can top up by card, bank transfer or USSD through our payment processor, Paystack. Any rewards balance is used first.
• Your wallet balance. Money you top up stays yours until you spend it. You can ask in the app for your unused top-up balance to be paid to a Nigerian bank account in your own name. We pay it within 14 days of confirming your identity, less the standard withdrawal fee shown in the app (currently ₦50). Amounts on hold for a booking, and reward credit (see section 8), cannot be withdrawn.
• Payment protection. When you book, the price is taken from your wallet and held by SonoCare. It is released to the provider only when you confirm the service was done, or automatically 24 hours after the provider marks it complete if you have not confirmed or reported a problem.
• Ambulances are prepaid. Before you book, the app shows the fare: a call-out fee plus a rate per kilometre to the hospital you choose, or to the nearest hospital on SonoCare. You must accept that fare before an ambulance is sent. It is then paid from your wallet (you can top up first) or covered by a free ambulance trip on your plan. The fare you accept is final and does not go up during the trip. If you cannot pay, call 112, the free public emergency number. Prepayment applies to the transport you book through SonoCare. It does not affect anyone’s right to emergency treatment under the National Health Act 2014.
• Speed promise. If you ask for a video, voice or chat consultation to start now, paying as you go, and no doctor accepts it within 15 minutes, the consultation is free: what you paid goes back to your wallet when it is completed. This does not apply to scheduled appointments or home visits. We may change or end the promise with notice in the app.
• Prices are in naira. Amounts shown in dollars or pounds are a guide only.

5. Cancellations and refunds

Cancellation fees apply only to the service fee: the visit, consultation, sample collection, delivery or ambulance call-out part of the price. They compensate the provider for time set aside and travel. The app shows the exact refund before you confirm a cancellation.

“Everything else” means medicines, tests and supplies that have not been used or handed to you. They are refunded in full unless they cannot safely be returned to stock (for example, medicines already dispensed and labelled for you), in which case the app tells you before you confirm.

You get 100% back, at any stage, if: the provider or ambulance operator cancels or does not arrive; the provider arrives more than 30 minutes after a booked time, or, for a request made for now, more than 60 minutes after the arrival time first shown when they accepted, and you cancel for that reason; the person who arrives is not the provider shown in the app; or the service cannot go ahead because of something the provider did. We may also waive a cancellation fee if you had to cancel because of a medical emergency.

If a provider declines your request, or nobody accepts it in time, you are refunded in full automatically. Refunds are returned to your SonoCare wallet, and you can withdraw them as set out in section 4.

6. Reporting a problem

If something went wrong, use Report a problem in the app within 24 hours of the provider marking the service complete. The payment stays on hold while we review the request, its timeline and messages. We will decide whether to refund you in full or in part, or release payment to the provider, and tell both of you the outcome.

The 24-hour window only controls when payment is released. It does not stop you complaining about your care later, to us, to the provider or to the provider’s regulator. It does not affect any rights you have under Nigerian consumer law.

7. Health plans and HMO cover

• SonoCare plans are prepaid service plans. They are not health insurance and are not an HMO scheme.
• SonoCare plans come in four ranges (Personal, Family, Mama & Papa and Odogwu), each in three tiers (Cowrie, Coral and Crown). Each plan includes a set number of services every 30 days (“allowances”), listed on the plan and in the app. Unused allowances do not roll over.
• Anything a plan does not include is billed separately, at the price shown before you confirm. This includes medicines, lab tests and scans (apart from a yearly plan’s health check), hospital care, supplies used at nurse visits, and services beyond your allowance. A free delivery or sample collection covers only the delivery or collection fee.
• Family and Mama & Papa plans cover the family members you name on the plan. They share one set of allowances.
• Some plans include free emergency ambulance trips each year: Personal Crown 1, Family Crown 2 (shared), Mama & Papa Coral 1, Mama & Papa Crown 2, Odogwu Cowrie 1, Odogwu Coral 2 and Odogwu Crown 4. They are counted over the last 12 months and do not roll over. Further trips are prepaid.
• Free ambulance trips and the yearly health check come only with yearly billing. On a plan paid monthly they are not included, and those services are charged at normal prices.
• On a plan, consultations start with a general practitioner. A specialist consultation is covered only after a general practitioner on SonoCare refers you, and the referral is valid for 90 days.
• You can pay monthly, or yearly at the price of ten months. Plans renew automatically from your wallet at the end of each period unless you turn renewal off in the app. We remind you before renewal. If you turn it off, your cover runs to the end of the period you paid for.
• If you link an HMO policy, we check it with your HMO before activating cover. Your HMO’s own terms decide what it pays for.

8. Referral rewards

When someone joins with your code, you earn reward credit on each paid service they complete during their first 90 days (currently 2% of the price, and 1% for them). Reward credit can be spent on SonoCare services only. It cannot be withdrawn or transferred and has no cash value. We may change or end the programme with notice in the app, and may cancel rewards gained by fraud or misuse.

9. Your responsibilities

• Give providers accurate, complete information about symptoms, history, allergies and medicines, and follow their advice or seek a second opinion.
• Be present and safe to visit at the time and address you booked, and treat providers with respect. Abuse, harassment or threats lead to suspension.
• Check that your address and map pin are right before you book. Providers and ambulance crews go to the pin you set. Arrival times, distances and addresses shown in the app come from map and traffic data, and can be wrong.
• Use medicines only as prescribed. Prescription-only medicines can be ordered only against a valid prescription issued through SonoCare by a prescriber licensed in Nigeria.
• Use your account and benefits only for yourself and the family members you have added or named on your plan. Do not let anyone else use your account, plan or photo.
• Do not misuse the app: no false bookings or emergency requests, no attempts to pay providers outside the app to avoid fees, no interfering with the service or other people’s accounts.
• Treat readings as estimates. A heart rate taken with your phone camera, or numbers read from a photo of your own device, can be wrong. They help you and your care team follow trends. They are not a diagnosis and are no substitute for seeing a professional. The camera does not measure blood pressure, oxygen or temperature.

10. Ratings and messages

Ratings and comments must be honest and lawful. We may remove content that is abusive, false or reveals someone’s private information. Messages and files you share in a request are kept in your health record.

11. Our liability

SonoCare is provided “as is” and “as available”. We work to keep it running and accurate, but it may be interrupted or contain errors, and we cannot guarantee that a provider will be available or will accept your request. To the fullest extent the law allows:

• SonoCare is not liable for anything an independent provider does or fails to do. That includes their advice, diagnosis, treatment, prescriptions, test results, medicines, home visits and transport, and any injury, loss or damage that results.
• SonoCare is not liable for indirect or consequential loss, loss of income, or loss caused by events outside our reasonable control, such as power, network or internet failures, strikes, insecurity or government action.
• Our total liability to you for all claims is limited to the total amount you paid through SonoCare in the 12 months before the claim arose.

A claim about care from an independent provider should be made against the provider who gave it. We will help by giving you the request’s records.

These limits do not apply to care given by SonoCare Clinics or its staff. Nothing in these terms limits liability for death or personal injury caused by SonoCare’s own negligence, for fraud, or any other liability that Nigerian law does not allow to be limited. Nothing in these terms affects your rights under the Federal Competition and Consumer Protection Act 2018 or the National Health Act 2014.

12. Hold harmless and indemnity

Claims about independent providers. To the fullest extent the law allows, you agree that a claim about care, advice, products or transport from an independent provider you booked through SonoCare is a claim against that provider, and you will hold SonoCare Healthcare Ltd and its directors, officers and employees harmless from it. This does not apply where SonoCare itself was at fault (for example, by failing to carry out the checks described in section 2), or to care given by SonoCare Clinics.

Losses you cause. You will compensate (indemnify) SonoCare Healthcare Ltd and its directors, officers and employees for any loss, damage, liability, cost or expense, including reasonable legal fees, that they suffer because:

1. you misused SonoCare, or gave false, inaccurate or incomplete information;
2. you breached these terms or the law; or
3. you booked care for someone, or let someone use your account, without the authority section 3 requires, or gave false information about them, and that person, or someone acting for them, makes a claim against SonoCare.

Limits. This section applies only to the extent the loss was caused by you or by someone using your account with your permission. It does not apply to the extent the loss was caused by SonoCare’s own negligence, fraud, wilful misconduct or breach of these terms or the law. It does not remove any right that Nigerian law says cannot be removed, including your rights under the Federal Competition and Consumer Protection Act 2018 and the National Health Act 2014.

13. Suspension and closing your account

You can close your account at any time in Profile or by contacting support. When you do, we pay your unused top-up balance to a bank account in your name as set out in section 4, less any amount you owe us. We may suspend or close accounts that break these terms. Where it is safe and lawful to do so, we tell you why first and let you respond. Medical records are kept for the period set out in the Privacy Policy, even after an account is closed.

14. Impersonation and misuse

If we find, or a provider reports, that an account or plan has been misused, we will review it. Examples are someone else receiving care under your account, your plan or a family member’s place on it; a photo that is not of the person; or false information given to obtain care or benefits.

We will tell you what we have found and give you at least 7 days to respond before we cancel a plan or close an account. We may suspend your account at once while we review, if that is needed to protect patients, providers or other users, or to stop fraud that is still happening. Depending on how serious the misuse is, and whether it was deliberate, we may:

1. warn you;
2. remove from your account or plan anyone who is not entitled to use it;
3. cancel your plan or plans. If the misuse was deliberate, there is no refund for the period in progress; otherwise we refund the unused part of that period;
4. suspend your account; or
5. close your account permanently.

We tell you what we decided and why. We may also recover the cost of services obtained through misuse, including from your wallet balance, and report fraud to the authorities. You can ask us to review a decision by contacting support within 14 days. Where possible, someone who was not involved in the original decision will carry out the review.

15. Changes to these terms

We will tell you in the app at least 14 days before material changes take effect. If a change adds obligations for you or reduces your rights, we will ask you to accept it in the app before your next booking. If you do not accept it, you can close your account. We will then refund your unused top-up balance and the unused part of any prepaid plan. For other changes, if you keep using SonoCare after they take effect, the new terms apply. Bookings already accepted continue on the terms in force when they were made.

16. Law and disputes

These terms are governed by the laws of the Federal Republic of Nigeria.

1. Talk to us first. Contact support in the app or at hello@sonocare.com.ng. We will reply within 14 days.
2. Mediation. If we cannot resolve the dispute within 30 days, either of us may suggest mediation in Port Harcourt under the Arbitration and Mediation Act 2023. Mediation is voluntary for you, and either of us may stop it at any time.
3. Courts. Otherwise, the dispute will be decided by the courts of Rivers State, Nigeria. If you live elsewhere in Nigeria, you may instead bring a claim in the courts of the state where you live.

Nothing in this section stops you complaining to the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission, or a provider’s regulator.

17. General

• For patients, these terms, the Privacy Policy and the Informed Consent for Telemedicine are the whole agreement about your use of SonoCare. If they conflict, these terms apply.
• If a court finds part of these terms unenforceable, the rest still applies, and the affected part applies to the extent the law allows.
• If we do not enforce a right straight away, we can still enforce it later.
• We may transfer this agreement to a company that takes over the SonoCare service, after telling you in the app. Your rights will not be reduced. You may not transfer your account.

18. Contact

SonoCare Healthcare Ltd, House 3, Road 1, Eliminigwe Housing Estate, Phase 3, Elelenwo, Port Harcourt, Rivers State · 0703 419 9466 · 0903 714 1533 · hello@sonocare.com.ng

Provider Terms

Effective 1 November 2026. These terms are an agreement between SonoCare Healthcare Ltd (RC 1555036) (“SonoCare”) and each doctor, nurse, care assistant, medical laboratory scientist or technician, laboratory, pharmacy, hospital or clinic, delivery rider and ambulance operator (“provider”, “you”) who offers services through SonoCare. The Terms of Service and Privacy Policy also apply to you where relevant. You accept these terms when you register as a provider. If you have signed a separate Partner Agreement with SonoCare, it applies alongside these terms and prevails if they conflict.

1. You are independent

You provide your services as an independent professional or business. Nothing in these terms makes you an employee, worker, agent, partner or joint venturer of SonoCare. You set your own prices and availability, choose which requests to accept, decide how to carry out your work, and are responsible for your own tax, pension and other statutory obligations. You must not say or suggest that you act for SonoCare.

SonoCare Clinics, which SonoCare Healthcare Ltd runs, takes part as a hospital provider on these terms. If you are employed or engaged by SonoCare Clinics, your contract with SonoCare Clinics governs your work for it, and this section does not change that.

2. Licences and scope of practice

• Keep a current licence or registration with your regulator (MDCN, NMCN, MLSCN, PCN, or the authority that licenses your facility or ambulance), and tell us at once if it is suspended, restricted or expires.
• Work only within your licence and training. Only licensed nurses give medication, injections or other clinical procedures. Care assistants (auxiliary nurses) give basic care and support only. Only licensed medical laboratory scientists, technicians and licensed nurses collect samples. Prescription-only medicines are dispensed only against a valid prescription.
• Follow your profession’s code of conduct, and the rules on consent, confidentiality, record-keeping and telemedicine.
• Verification before you go live. Individuals give their practising licence (where their role needs one), a government ID and a passport photo. Facilities (laboratories, pharmacies, hospitals and clinics, and ambulance operators) also give their CAC certificate and RC or BN number, and their registered business name.
• Tax ID. You must give your Tax ID. For individuals this is your National Identification Number (NIN), and for companies it is the RC number, as the Nigeria Tax Administration Act 2025 provides. A business name gives the Tax ID or TIN issued to it. If the law requires us to deduct tax from payments to you and you have not given a valid Tax ID, we deduct it at the rate the law sets for payees without one.
• BVN check. Where SonoCare has switched it on, and only with your consent, we check your Bank Verification Number (BVN) through Prembly, a licensed identity-verification provider. We keep only its last four digits, the name it returns and an irreversible fingerprint used to stop one BVN backing several accounts. If you do not consent, we verify you another way (your NIN and a check of your bank account name), which may take longer.
• Licence expiry. We record the expiry date of your licence and remind you 30 and 7 days before it. If it lapses, your account is paused and you cannot go online until we approve your renewed licence. You must not provide any service while your licence has lapsed, including requests you accepted before it lapsed. Hand those requests back in the app so they can be reassigned or refunded.
• We may ask to see your documents again at any time, and may pause your account while we check them.

3. Your responsibility for your services

You alone are responsible for the care, advice, diagnosis, treatment, prescriptions, tests, results, medicines and transport you provide, and for anyone working with you. SonoCare does not direct or supervise your clinical decisions and is not liable for them. You must hold:

• professional indemnity or other suitable insurance for the services you offer on SonoCare, at no less than the minimum cover SonoCare publishes in the app for your provider type; and
• any insurance the law requires, such as third-party motor insurance for riders’ and ambulance vehicles.

Show your insurance to us on request, and tell us at once if it lapses or is cancelled.

4. Patients’ information and contact

• Use patient information only to provide the service booked. Keep it confidential and secure, as the Nigeria Data Protection Act 2023 and the National Health Act 2014 require, and tell us within 24 hours of any breach. You are responsible, as a data controller, for the clinical records you keep under your own professional duties.
• Check identity. Before you start a home visit, video consultation, sample collection or hospital service, compare the person with the photo shown in the app, then confirm the match or report a mismatch. If they don’t match, don’t continue (except to give emergency care), and tell SonoCare. Use patients’ photos only for this check: never copy, save or share them.
• Contact with patients stays in the app. You will not see patients’ phone numbers or email addresses. You must not ask for them, share your own, or take payment outside SonoCare from patients you met through SonoCare, while you are on SonoCare and for 12 months after you leave. This does not stop you from:
  • giving emergency care;
  • continuing to care for someone who was already your patient before you met them through SonoCare; or
  • serving, at a hospital, clinic, laboratory or pharmacy, a patient who comes to you on their own initiative without you having approached them.
• Your location during a job. From when you accept a home visit, home nursing, sample collection, delivery or ambulance request until you arrive (for an ambulance trip, until hospital handover; for a delivery, until you hand over the order), the app shares your location with the patient and any family members following the request, with an estimated arrival time, and checks your position when you mark yourself arrived. Keep location turned on during the job. We keep only your latest position, not a history of your movements, and do not share your location outside your requests.

5. Payment

• Patients pay through SonoCare. We hold the payment until the patient confirms the service, or until 24 hours after you mark it complete if they have not confirmed or reported a problem. We then pay your price, less SonoCare’s commission and any tax we must deduct by law, into your SonoCare wallet.
• Commission is currently 20% for doctors, nurses, laboratories, pharmacies and hospitals, and 25% for lab scientists and technicians, riders and ambulance operators. We will tell you in the app at least 14 days before it changes.
• For HMO-covered services you are paid when the HMO pays SonoCare. Under the speed promise, SonoCare still pays the doctor in full.
• Cancellations. When a patient cancels, you receive a share of the service fee (the visit, consultation, collection or delivery fee) as set out in section 5 of the Terms of Service: 25% if they cancel after you accept, 50% once you are on the way, and 100% once you have arrived. Medicines, tests and supplies not used or handed over are refunded to the patient unless they cannot safely be returned to stock. You receive nothing if the patient is refunded in full because you cancelled, did not arrive, arrived late as defined in that section, or were not the provider shown in the app.
• If a patient reports a problem, the payment stays on hold while we review it, and we may refund the patient in full or in part.
• Ambulance trips are prepaid by the patient, or paid by SonoCare when they are a free plan trip. You are paid the fare the patient accepted, less commission, whatever the final distance. If the patient cancels after you have set off, you receive 50% of the call-out fee, less commission.
• Payouts go only to a Nigerian bank account in your own name or your registered business name. We confirm the account name with your bank. We review any other account before it is used, and may decline it.
• You can withdraw your wallet balance to a Nigerian bank account in your name (currently a minimum of ₦1,000 and a fee of ₦50 per withdrawal).

6. Standards and suspension

We may suspend or remove you if you breach these terms, your licence lapses, patients make serious or repeated complaints, or we reasonably suspect fraud or a risk to patient safety. Where it is safe and lawful, we give reasons. Before removing you permanently, we give you at least 7 days to respond, unless we must act at once to protect patients or stop fraud. You can ask us to review a decision.

You may leave at any time, after completing or handing back requests you have accepted. When you leave or are removed, we pay your wallet balance to you, less amounts on hold for open problem reports and any amount you owe SonoCare.

7. Hold harmless and indemnity

To the fullest extent the law allows, you agree to hold harmless SonoCare Healthcare Ltd and its directors, officers, employees and agents from any claim, loss, damage, liability, cost or expense, including reasonable legal fees, arising out of or connected with:

1. services you or anyone working with you provide or fail to provide, including any injury, death, loss or damage to a patient or anyone else;
2. your breach of these terms, your licence conditions, professional rules or the law, including data protection law;
3. any claim that you are SonoCare’s employee or agent; or
4. tax and statutory contributions on your earnings.

You will compensate (indemnify) SonoCare for any such loss and help us defend any claim. We will tell you promptly about a claim and consider your views on how it is handled. This clause does not apply to the extent a loss was caused by SonoCare’s own negligence, fraud, wilful misconduct or breach of these terms. Your liability is reduced to the extent SonoCare contributed to the loss.

8. SonoCare’s liability to you

SonoCare is provided “as is”. To the extent the law allows, SonoCare is not liable for lost earnings, missed requests, outages or indirect loss. Our total liability to you for any claim is limited to the commission we earned from your services in the 3 months before the claim. This limit does not apply to your wallet balance or to money we owe you for completed services. Nothing limits liability for fraud or any liability that cannot be limited by law.

9. General

• Changes. We will tell you in the app at least 14 days before material changes to these terms. If a change adds obligations for you or reduces your rights, we will ask you to accept it before you next go online.
• Law. These terms are governed by the laws of the Federal Republic of Nigeria.
• Disputes. Raise any dispute with SonoCare’s provider support first. If it is not resolved within 30 days, either of us may refer it to arbitration by a sole arbitrator under the Arbitration and Mediation Act 2023. The seat of arbitration is Port Harcourt, and the language is English. If we cannot agree on the arbitrator within 14 days, the arbitrator is appointed as that Act provides. Either of us may still ask a court for urgent relief, and you may still complain to your regulator.
• After you leave. Sections 4 (patients’ information and the 12-month non-circumvention), 7 and 8 continue after you leave SonoCare.