Terms and Conditions

1. Introduction

MD ZURI is a telemedicine platform that facilitates the delivery of healthcare services through the use of information and communication technologies. This method of healthcare delivery has gained significant traction, especially with the acceleration of digital adoption. The increasing acceptance and utilization of telemedicine platforms underscore the necessity for clearly defined and comprehensive Terms and Conditions to govern their operation.

These Terms and Conditions outline the rules, regulations, and guidelines for the use of the MD ZURI platform by all individuals accessing or utilizing its services. The purpose of this document is to ensure legal compliance, protect the rights and responsibilities of both MD ZURI and the users, and foster a clear understanding of the framework within which the telemedicine services are offered. These Terms and Conditions are applicable to all users who access or use the platform.

2. Definitions

For the purposes of these Terms and Conditions, the following terms shall have the meanings ascribed to them below:

• Platform refers to the telemedicine platform, MD ZURI, which is the technological infrastructure facilitating the provision of remote healthcare services.
• User means any individual who accesses or uses the Platform, including but not limited to patients seeking healthcare services and healthcare providers offering such services.
• Healthcare Provider refers to any licensed medical professional who offers healthcare services to Users through the Platform.
• Services encompasses all the telemedicine services offered on the Platform, which may include but are not limited to teleconsultations, remote monitoring (if applicable), and electronic prescriptions (subject to regulatory limitations).
• Teleconsultation denotes a remote medical consultation conducted between a User and a Healthcare Provider using the communication technologies integrated within the Platform, such as video conferencing, audio calls, or secure messaging.
• Personal Data refers to any information relating to an identified or identifiable natural person, as defined under applicable data protection laws.
• Health Information constitutes any data related to a User's physical or mental health, including medical history, symptoms, diagnoses, treatment plans, and consultation records. This category of data is considered sensitive under applicable data protection laws.
• Terms and Conditions or Terms refers to this document outlining the agreement between MD ZURI and the Users.

These definitions are intended to provide clarity and ensure a common understanding of the terms used throughout this document, aligning with the legal frameworks governing data protection and healthcare.

3. User Agreement

By accessing or using the Platform, Users acknowledge that they have read, understood, and agree to be bound by these Terms and Conditions. This agreement governs the relationship between the User and MD ZURI.

Users must meet certain eligibility requirements to use the Platform. These requirements include being of the legal age of consent in their jurisdiction and possessing the legal capacity to enter into a binding contract. By using the Platform, Users represent and warrant that they meet these eligibility criteria.

To access the Services offered on the Platform, Users are required to complete a registration process. This process involves creating an account by providing certain information, which may include their name, contact details, date of birth, and location. Users are obligated to provide accurate, complete, and up-to-date information during the registration process and to promptly update their account details in case of any changes.

Users bear several responsibilities and obligations when using the Platform. These include:

• Using the Platform solely for lawful purposes and in strict compliance with these Terms and all applicable laws and regulations.
• Providing accurate and complete medical history and all other information relevant to their health condition to the Healthcare Providers they consult through the Platform.
• Utilizing the Platform and its Services appropriately and refraining from any misuse, such as seeking consultations for individuals other than themselves without proper authorization or engaging in any fraudulent activities.
• Communicating respectfully and refraining from using abusive, offensive, or inappropriate language during interactions with Healthcare Providers or other users on the Platform.
• Ensuring that any queries or requests made through the Platform are relevant to the specific healthcare needs for which the consultation is being sought.

Maintaining the security and confidentiality of their account is a paramount responsibility of each User. This includes safeguarding their login credentials, such as usernames and passwords, and taking all necessary precautions to prevent unauthorized access to their account. Users are also obligated to immediately notify MD ZURI if they become aware of any unauthorized use of their account or any other breach of security. The Platform may implement additional security measures, such as two-factor authentication, and Users are encouraged to utilize such features to further enhance the security of their accounts.

4. Description of Services

MD ZURI provides a comprehensive range of telemedicine services designed to make healthcare more accessible to its users in Kenya and Uganda. The Platform offers various categories of services, which may include but are not limited to:

• Urgent Care Services: Remote consultations for non-emergency conditions that require prompt attention, such as common illnesses, minor injuries, and infections.
• Mental Health Services: Teleconsultations with mental health professionals for issues like anxiety, depression, stress management, and other psychological concerns.
• Primary and Family Care: General health consultations, preventive care, health education, and management of chronic conditions.
• Specialist Consultations: Access to specialist healthcare providers in fields such as dermatology, pediatrics, gynecology, cardiology, and others, as available on the Platform.
• Prescription Services: Provision of electronic prescriptions, where legally permissible, for medications that can be appropriately prescribed through telemedicine.
• Health Information Resources: Access to educational materials, health tips, and resources to help Users better understand and manage their health conditions.

It is important to note that MD ZURI's telemedicine services are not intended for emergency medical situations. Users experiencing medical emergencies should immediately contact their local emergency services or proceed to the nearest emergency room. The Platform is designed to complement, not replace, traditional in-person healthcare, and there are limitations to what can be diagnosed and treated remotely.

Users should be aware that the availability of certain services may vary based on factors such as the user's location, the legal regulations governing telemedicine in their jurisdiction, the availability of suitable Healthcare Providers, and technical constraints. MD ZURI strives to clearly communicate the scope and limitations of its services to Users and to continuously enhance and expand its offerings to better serve the healthcare needs of its User base.

5. Healthcare Services

The healthcare services on MD ZURI are delivered by licensed Healthcare Providers who are qualified to practice in Kenya and/or Uganda. These providers include physicians, nurse practitioners, mental health professionals, and other healthcare specialists who have undergone a verification process before being allowed to offer services on the Platform.

MD ZURI ensures that all Healthcare Providers associated with the Platform possess:

• Valid and current medical licenses in the jurisdiction(s) where they practice
• Appropriate qualifications and credentials for their area of specialization
• Good standing with the relevant regulatory bodies and medical boards
• Telemedicine training and familiarity with the Platform's technological features
• Awareness of the ethical guidelines and legal requirements for providing telemedicine services

While MD ZURI makes every effort to ensure the quality and reliability of the Healthcare Providers on its Platform, it does not guarantee the availability of specific Healthcare Providers at all times or the ability to schedule appointments with particular providers. The matching of Users with Healthcare Providers may be based on factors such as availability, expertise, language preferences, and geographical considerations.

Users should understand that the medical advice, diagnoses, and treatment plans provided by Healthcare Providers through the Platform are based on the information that Users provide during consultations. Therefore, the accuracy and completeness of the information shared by Users are crucial for appropriate healthcare delivery. Healthcare Providers may, at their professional discretion, recommend that Users seek in-person care if they determine that telemedicine is not suitable for addressing a User's specific health concerns.

6. Informed Consent

Informed consent is a fundamental aspect of healthcare, including telemedicine. By using the MD ZURI Platform to access telemedicine services, Users provide their informed consent to receive healthcare remotely through electronic communications.

This informed consent encompasses:

• Understanding of Telemedicine: Users acknowledge that telemedicine involves the use of electronic communications to enable healthcare providers to share information and provide care remotely.
• Recognition of Benefits and Limitations: Users understand the potential benefits of telemedicine, such as improved access to care and convenience, as well as its limitations, which may include the inability to perform physical examinations and the dependence on accurate information provided by the User.
• Acceptance of Technical Risks: Users acknowledge that technical failures may occur, potentially disrupting consultations, and that information transmitted may be insufficient for proper clinical decision-making.
• Awareness of Privacy Considerations: Despite robust security measures, Users understand that electronic transmission of health information carries inherent privacy risks, and third-party interception of transmissions is possible, albeit mitigated by the Platform's security protocols.
• Right to Terminate: Users are aware of their right to withhold or withdraw consent to telemedicine services at any time without affecting their right to future care or treatment.
• Acceptance of Healthcare Provider Discretion: Users understand that Healthcare Providers may determine that telemedicine is not appropriate for their condition and may recommend alternative care options.

MD ZURI ensures that detailed information about telemedicine services is provided to Users during the registration process and before consultations commence. Users are also given the opportunity to review specific consent forms for certain types of services or treatments that may have additional consent requirements.

By proceeding with the use of the Platform's services, Users confirm that they have read, understood, and agree to the terms of this informed consent. Users with questions or concerns about the informed consent process are encouraged to contact MD ZURI for clarification before proceeding with telemedicine consultations.

7. Privacy and Data Protection

MD ZURI is committed to protecting the privacy and security of Users' personal data, especially given the sensitive nature of health information. The Platform's data protection practices are designed to comply with the Data Protection Act 2019 of Kenya, the Data Protection and Privacy Act 2019 of Uganda, and other applicable laws and regulations governing healthcare data.

The handling of personal data on the Platform is governed by MD ZURI's Privacy Policy, which provides detailed information about the collection, use, storage, and protection of User data. Users are encouraged to review the Privacy Policy carefully to understand how their data is processed.

Key aspects of MD ZURI's privacy and data protection approach include:

• Confidentiality of Health Information: All health information shared by Users is treated with strict confidentiality and is only accessible to authorized Healthcare Providers involved in the User's care and to Platform staff who require access for operational purposes, all of whom are bound by confidentiality obligations.
• Secure Data Storage and Transmission: MD ZURI employs robust security measures, including encryption, secure servers, and strict access controls, to protect data during storage and transmission.
• Data Minimization: The Platform collects only the personal data that is necessary for the provision of its services, and retains this data only for as long as required for legitimate purposes.
• User Control: Users have rights regarding their personal data, including the right to access, correct, and, under certain circumstances, delete their data. MD ZURI provides mechanisms for Users to exercise these rights.
• Data Breach Procedures: In the event of a data breach that may compromise User data, MD ZURI has established protocols for prompt notification of affected individuals and relevant authorities, as required by law.

MD ZURI may share User data with third parties in limited circumstances, such as with Healthcare Providers delivering services through the Platform, with service providers assisting with Platform operations, or as required by law. Any such sharing is subject to appropriate safeguards and contractual obligations to protect User data.

By using the Platform, Users consent to the collection and processing of their personal data as described in these Terms and in the Privacy Policy. Users who do not agree with these data practices should not use the Platform.

8. Intellectual Property

MD ZURI and its licensors own all intellectual property rights in the Platform, including but not limited to the software, design, layout, look, appearance, graphics, user interface, and content (collectively, "Platform Content"). These intellectual property rights are protected by copyright, trademark, patent, trade secret, and other laws.

Users are granted a limited, non-exclusive, non-transferable license to access and use the Platform Content solely for the purpose of using the Platform's services for their personal, non-commercial health needs. This license does not include the right to:

• Modify, reproduce, distribute, create derivative works, publicly display, or publicly perform any Platform Content
• Use any data mining, robots, scraping, or similar data gathering methods on the Platform
• Decompile, reverse engineer, or disassemble any software underlying the Platform
• Remove, circumvent, or alter any copyright, trademark, or other proprietary notices contained in or on the Platform
• Use the Platform Content for any commercial purpose or for the benefit of any third party
• Attempt to gain unauthorized access to any portion of the Platform or any systems or networks connected to the Platform

MD ZURI respects the intellectual property rights of others and expects Users to do the same. Users may not upload, share, or otherwise make available on the Platform any material that infringes any copyright, trademark, patent, trade secret, or other proprietary rights of any person or entity.

The MD ZURI name, logo, and all related names, logos, product and service names, designs, and slogans are trademarks of MD ZURI or its affiliates or licensors. Users may not use such marks without the prior written permission of MD ZURI.

Any feedback, comments, or suggestions Users may provide regarding the Platform is entirely voluntary, and MD ZURI will be free to use such feedback, comments, or suggestions without any obligation to the User.

9. Payment Terms

MD ZURI offers both free and paid services on its Platform. The fee structure for paid services is clearly displayed to Users before they initiate any transactions. Fees may vary based on factors such as the type of service, the healthcare specialty involved, the duration of consultations, and whether the User has a subscription plan.

Payment terms include:

• Payment Methods: MD ZURI accepts various payment methods, which may include credit/debit cards, mobile money services, bank transfers, and other electronic payment systems available in Kenya and Uganda. The available payment options will be displayed during the checkout process.
• Subscriptions: For subscription-based services, Users authorize MD ZURI to automatically charge the subscription fee using their selected payment method at the beginning of each billing cycle. Users may cancel their subscriptions at any time, but no refunds will be provided for the current billing period.
• Payment Processing: Payment processing is handled securely, and MD ZURI implements appropriate security measures to protect Users' payment information. In some cases, payment processing may be handled by third-party payment processors, whose own terms of service may apply.
• Taxes: All fees displayed may be exclusive of applicable taxes, which will be added during the payment process as required by law.
• Currency: Payments will be processed in the currency specified on the Platform, which may be Kenyan Shillings, Ugandan Shillings, or another specified currency. Currency conversion fees imposed by a User's payment provider are the responsibility of the User.

MD ZURI's refund policy is as follows:

• Technical Issues: If a scheduled teleconsultation cannot be completed due to technical failures on MD ZURI's part, Users may be eligible for a refund or rescheduling at no additional cost.
• Cancellations: Cancellation policies for scheduled services will be clearly communicated to Users at the time of booking. Late cancellations or no-shows may be subject to charges as specified in these policies.
• Dissatisfaction: If Users are dissatisfied with a service, they should contact MD ZURI's customer support within a reasonable time frame. Refund requests will be evaluated on a case-by-case basis, taking into account the nature of the service and the specific circumstances.

MD ZURI reserves the right to modify its fees and payment policies at any time, with changes becoming effective upon posting to the Platform or upon notification to Users. Users with questions or concerns about billing or refunds should contact MD ZURI's customer support.

10. Disclaimers

MD ZURI provides a technology platform that facilitates the delivery of telemedicine services but does not directly provide medical services. The Platform is not a substitute for emergency medical services or primary care providers. Users are advised to seek emergency medical assistance or visit a healthcare facility in person for urgent or emergency medical conditions.

While MD ZURI strives to ensure the accuracy and reliability of the information and services provided through the Platform, it does not guarantee the completeness, accuracy, reliability, suitability, or availability of the Platform or the information, products, services, or related graphics contained therein for any purpose. Any reliance on such information is strictly at the User's own risk.

MD ZURI does not warrant that the Platform will be available at all times or that its operation will be uninterrupted or error-free. The Platform may be temporarily unavailable due to maintenance, technical issues, or circumstances beyond our control. MD ZURI disclaims all liability for any interruption, delay, or inability to use the Platform.

The healthcare services provided through the Platform are delivered by independent Healthcare Providers who maintain their own professional judgment and responsibility. MD ZURI does not guarantee any specific medical outcome or the effectiveness of any treatment recommended by these Healthcare Providers. Users understand that there are inherent limitations to telemedicine, including the inability to perform physical examinations, which may affect the accuracy of diagnoses and appropriateness of treatments.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE PLATFORM AND ALL INFORMATION, CONTENT, MATERIALS, PRODUCTS, AND SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT ANY WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR COURSE OF PERFORMANCE.

MD ZURI and its affiliates, service providers, and partners do not warrant that (a) the Platform will function uninterrupted, secure, or available at any particular time or location; (b) any errors or defects will be corrected; (c) the Platform is free of viruses or other harmful components; or (d) the results of using the Platform will meet your requirements.

11. Termination

Users may terminate their use of the Platform at any time by ceasing to access and use it, and if they have registered an account, by deactivating it through the account settings or by contacting MD ZURI's customer support.

MD ZURI reserves the right to terminate or suspend a User's access to all or part of the Platform, with or without notice, for any reason, including without limitation, breach of these Terms and Conditions, violation of applicable laws, or extended periods of inactivity.

Reasons for termination by MD ZURI may include, but are not limited to:

• Violation of these Terms and Conditions, including misuse of the Platform or breach of any obligations herein.
• Engaging in fraudulent, illegal, or harmful activities through the Platform.
• Providing false or misleading information during the registration process or in the course of using the Platform.
• Using the Platform in a manner that compromises its security, functionality, or the experience of other users.
• Non-payment of fees for services or recurring instances of payment reversals or chargebacks.
• Extended periods of inactivity, as defined in MD ZURI's policies.
• As required by law or regulatory authorities.

In cases where termination is due to a User's violation of these Terms or illegal activities, MD ZURI may terminate access immediately and without prior notice. In other cases, MD ZURI will make reasonable efforts to provide appropriate notice before termination, in accordance with applicable laws and regulations.

Upon termination, all provisions of these Terms which by their nature should survive termination, including but not limited to ownership provisions, warranty disclaimers, indemnity, and limitations of liability, shall continue to be in effect.

Following termination, Users may request a copy of their health information maintained on the Platform, subject to applicable data protection laws and MD ZURI's Privacy Policy. MD ZURI will retain User data as required by law and as outlined in the Privacy Policy, even after account termination.

12. Governing Law

These Terms and Conditions, and any disputes arising out of or related to these Terms or the Platform, shall be governed by the laws of Kenya for services provided in Kenya and the laws of Uganda for services provided in Uganda, without regard to principles of conflict of laws.

Any legal suit, action, or proceeding arising out of or related to these Terms or the Platform shall be instituted exclusively in the courts of Kenya for services provided in Kenya and in the courts of Uganda for services provided in Uganda. Each party irrevocably submits to the exclusive jurisdiction of such courts in any such suit, action, or proceeding. Notwithstanding the foregoing, MD ZURI retains the right to bring proceedings against a User in the courts of any other country where the User resides or is located if necessary to protect MD ZURI's intellectual property rights or to enforce compliance with these Terms.

In the event of any dispute arising from or relating to these Terms or the Platform, the parties shall first attempt to resolve the dispute through good-faith negotiations. If the dispute cannot be resolved through negotiation, the parties may choose to engage in mediation or arbitration under the rules of a mutually agreed-upon alternative dispute resolution provider before pursuing litigation.

If any provision of these Terms is held by a court or other tribunal of competent jurisdiction to be invalid, illegal, or unenforceable for any reason, such provision shall be eliminated or limited to the minimum extent such that the remaining provisions of the Terms will continue in full force and effect.

Notwithstanding the specific legal jurisdiction and venue provisions herein, these Terms shall be interpreted and enforced in accordance with the laws and regulations governing telemedicine and healthcare services in both Kenya and Uganda, including but not limited to regulations established by the respective medical councils and health authorities.

13. Modifications

MD ZURI reserves the right to modify, amend, or update these Terms and Conditions at any time, at its sole discretion. Any changes to these Terms will be effective immediately upon posting the revised Terms on the Platform, unless otherwise specified.

For significant changes, MD ZURI will make reasonable efforts to provide notice to Users. Such notice may include, but is not limited to, sending an email to the address associated with the User's account, displaying a prominent announcement on the Platform, or requiring acknowledgment of the updated Terms upon logging into the Platform.

Significant changes may include, but are not limited to, modifications to:

• Payment terms or fee structures
• Privacy practices and data handling
• Service availability or functionality
• User obligations and responsibilities
• Dispute resolution processes

It is the User's responsibility to review these Terms periodically for any changes. Users who continue to access or use the Platform after any modifications to the Terms become effective are deemed to have accepted the modified Terms. If a User does not agree to the modified Terms, they should immediately cease using the Platform.

If any modification is unacceptable to a User, their sole recourse is to stop using the Platform. Continued use of the Platform following the posting of changes to these Terms will indicate the User's acknowledgment of such changes and agreement to be bound by the modified Terms.

In the event that changes to these Terms materially impact a User's rights or obligations, and where required by applicable law, MD ZURI will obtain renewed consent from the User before continuing to provide services under the modified Terms.

14. International Use

MD ZURI is primarily designed for residents of Kenya and Uganda. While the Platform may be accessible from other locations, MD ZURI makes no representation or warranty that the content and services provided through the Platform are appropriate or available for use in other locations.

Users who access or use the Platform from outside Kenya and Uganda:

• Do so at their own risk and are responsible for compliance with local laws, if and to the extent such laws are applicable.
• Acknowledge that certain features or services may be limited or unavailable due to regulatory restrictions, licensing requirements, or technological limitations.
• Understand that Healthcare Providers on the Platform may not be licensed to practice in the User's jurisdiction, and therefore consultation with these providers may not be legally permissible.
• Accept that information presented on the Platform, including health recommendations and treatment options, may not align with the standards or guidelines in their jurisdiction.
• May encounter differences in data protection standards, as MD ZURI's privacy practices are designed to comply with Kenyan and Ugandan data protection laws, which may differ from those in other jurisdictions.

MD ZURI reserves the right to limit access to the Platform or specific services based on a User's geographical location. Users attempting to circumvent these geographical restrictions, such as by using virtual private networks (VPNs) or other technology to mask their location, may have their access to the Platform terminated.

The Platform's content, including text, graphics, and other materials, should not be construed as an attempt to market or offer services to residents of any jurisdiction where provision of such services would be unlawful.

15. Cross-Border Services

MD ZURI operates in both Kenya and Uganda, facilitating telemedicine services across these two countries. Users seeking cross-border services should be aware of the implications and limitations of such services.

Healthcare Providers on the Platform may be licensed to practice in either Kenya or Uganda, or both countries. The availability of cross-border consultations depends on the Provider's licensure status and their authorization to provide services in the User's location. MD ZURI will indicate whether a Healthcare Provider is authorized to provide services to Users in specific countries.

Cross-border prescription services are subject to the laws and regulations of both countries. There may be limitations on the types of medications that can be prescribed across borders, or on the validity of prescriptions issued by providers licensed in one country but filled in another. Users should consult with their Healthcare Provider regarding any prescription limitations.

The handling of personal and health information in cross-border services is governed by the data protection laws of both Kenya and Uganda. MD ZURI implements measures to ensure compliance with these laws when transferring data between the two countries, as detailed in the Privacy Policy.

Payment for cross-border services may involve additional considerations, such as currency conversion, international transaction fees, or differences in pricing. MD ZURI will clearly communicate any additional costs associated with cross-border services before Users confirm their appointments.

In the event of disputes arising from cross-border services, the applicable law and jurisdiction will be determined based on the specific circumstances of the case, with reference to the principles outlined in the Governing Law section of these Terms.

16. Contact Information

For any questions, concerns, or feedback regarding these Terms and Conditions or the Platform, Users may contact MD ZURI using the following information:

MD ZURI Healthcare Ltd
ENT Building, 3rd Floor, Room D5
Biashara Street
P.O Box 54321, 00200 - City Square
Kiambu, Kenya

Email: support@mdzuri.com
Phone: (+256) 779724255

For urgent matters requiring immediate attention, Users are encouraged to use the phone number provided above during business hours, which are Monday to Friday from 8:00 AM to 6:00 PM East African Time, and Saturday from 9:00 AM to 1:00 PM. For non-urgent matters, email communication is preferred.

MD ZURI strives to respond to all inquiries promptly, typically within 24-48 business hours. For complex issues, resolution may take longer, and MD ZURI will keep Users informed of the status of their inquiries.

Users are encouraged to provide feedback on their experience with the Platform, as this helps MD ZURI continually improve its services. Feedback can be submitted through the contact information provided above or through the feedback feature on the Platform.

These Terms and Conditions were last updated on May 6, 2025. Users should review them periodically for any changes, as continued use of the Platform constitutes acceptance of the current Terms.