Terms of Service

Effective 17 October 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 website as a patient, or for a family member. Healthcare providers also agree to the Provider Terms below.

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.

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. 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 check each provider's licence and identity before they can accept requests, 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 a provider does or fails to do.

When you book SonoCare Clinics, it acts as a provider like any other hospital on SonoCare and is responsible for the care it gives.

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.
• 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, our Privacy Policy and the Informed Consent for Telemedicine 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.
• 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.
• 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

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.

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. This does not affect any rights you have under Nigerian consumer law.

7. Health plans and HMO cover

• 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 SonoCare doctor 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.
• Use medicines only as prescribed. Prescription-only medicines can be ordered only against a valid SonoCare prescription.
• 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 a 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 any claim is limited to the amount you paid through SonoCare for the service concerned in the 12 months before the claim.

A claim about care you received should be made against the provider who gave it. We will help by giving you the request's records. 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, including your rights under the Federal Competition and Consumer Protection Act 2018.

12. 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. care, advice, products or transport given by any provider you book through SonoCare;
2. your use or misuse of SonoCare, including inaccurate or incomplete information you give;
3. your breach of these terms or of the law; or
4. a claim by a family member or other person you book care for, or who uses your account.

You will compensate (indemnify) SonoCare for any such loss it suffers because of points 2 to 4. This clause does not apply where the loss was caused by SonoCare's own fraud, gross negligence or wilful misconduct, and does not remove any right that Nigerian law says cannot be removed.

13. Suspension and closing your account

You can close your account at any time by contacting support. We may suspend or close accounts that break these terms, after telling you why where it is safe and lawful to do so. Medical records are kept for the period the law requires even after an account is closed (see the Privacy Policy).

14. Impersonation and misuse

If we find, or a provider reports, that an account or plan has been misused (for example 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 review it and may:

1. warn you;
2. cancel your plan or plans, with no refund for the period in progress;
3. suspend your account; or
4. close your account permanently.

We tell you what we decided and why. We may also recover the cost of services obtained through misuse and report fraud to the authorities. You can contact support to respond to a decision.

15. Changes to these terms

We will tell you in the app at least 14 days before material changes take effect. If you keep using SonoCare after that, the new terms apply.

16. Law and disputes

These terms are governed by the laws of the Federal Republic of Nigeria. If we cannot resolve a dispute through our support team, it will be decided by the courts of Nigeria.

17. 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 17 October 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.

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.

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. You may give your Tax Identification Number (TIN), and must do so where the law requires it. Where SonoCare has switched it on, we check your Bank Verification Number (BVN) with 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.
• 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. Requests you have already accepted are not affected.
• 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, and show it to us on request.

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 requires, and tell us within 24 hours of any breach.
• 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.

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, 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. Cancellation fees in the Terms of Service go to you (25% of the price if the patient cancels after you accept, 50% once you are on the way, and 100% once you have arrived). Under the speed promise, SonoCare still pays the doctor in full.
• 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 fare, 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, giving reasons where it is safe and lawful, 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. You may leave at any time, after completing or handing back requests you have accepted.

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 in full for any such loss and help us defend any claim. This clause does not apply to the extent a loss was caused by SonoCare's own fraud, gross negligence or wilful misconduct.

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. Nothing limits liability for fraud or any liability that cannot be limited by law.

9. General

We will tell you in the app at least 14 days before material changes to these terms. They are governed by the laws of the Federal Republic of Nigeria, and disputes are settled as set out in section 16 of the Terms of Service.