By accessing our website, using our services, or placing an order with ExCare Health, you agree to be bound by these Terms and Conditions. If you do not agree with any part of these Terms, you should not use our services.
1. Introduction
These Terms and Conditions govern your use of the ExCare Health website at excarehealth.com and all services provided by ExCare Health (also operating as ExCare Group), a healthcare services company registered under the laws of the Federal Republic of Nigeria.
These Terms constitute a legally binding agreement between you and ExCare Health. They are governed by the laws of the Federal Republic of Nigeria. We reserve the right to amend these Terms at any time. Continued use of our services following any amendment constitutes acceptance of the revised Terms.
2. Our Services
- Pharmacy dispensing, prescription management, and over-the-counter medication supply
- Laboratory diagnostic testing through D-Rock Laboratory
- Vaccination and immunisation services
- Specialist medical referrals and appointment facilitation
- HMO fulfilment and insurance-linked healthcare services
- Home delivery of pharmaceutical products
Our services are provided subject to these Terms, applicable Nigerian healthcare regulations, and the professional standards of the Pharmacists Council of Nigeria (PCN) and the Medical Laboratory Scientist Council of Nigeria (MLScN).
3. Eligibility
By using our services, you represent and warrant that:
- You are at least 18 years of age, or are using our services under the supervision of a parent or legal guardian
- You are legally capable of entering into binding contracts under Nigerian law
- All information you provide to us is accurate, complete, and current
- You will promptly update any information that changes
4. Booking and Appointments
4.1 General Booking Process
Appointments for vaccination, specialist referrals, and laboratory testing may be booked through our customer care channels via telephone or WhatsApp. The booking process requires confirmation of the patient’s name, age, sex, and preferred branch location, and payment of the applicable service fee prior to confirmation.
4.2 Booking Confirmation
A booking is confirmed only upon receipt of payment and issuance of booking details by ExCare Health. We reserve the right to decline or cancel a booking at our discretion, in which case any payment made will be refunded.
4.3 Cancellations and Rescheduling
Cancellations or rescheduling requests must be communicated to our customer care team at least 24 hours before the scheduled appointment. Cancellations made within 24 hours may be subject to a cancellation fee or forfeiture of a booking deposit at our discretion.
4.4 Specialist Referrals
Specialist appointments facilitated by ExCare Health are provided through external medical partners. Booking details and referral letters are issued within 6 to 12 hours of confirmed payment. ExCare Health acts as a facilitating agent and is not responsible for the clinical conduct or decisions of referred specialists.
5. Pharmacy and Product Orders
5.1 Prescription Medicines
The dispensing of prescription medicines is subject to presentation of a valid prescription issued by a licensed medical practitioner. ExCare Health complies with all applicable regulations of the PCN and NAFDAC. We reserve the right to decline to dispense any prescription where our pharmacists have professional concerns about its validity, safety, or appropriateness.
5.2 Product Availability
All products are offered subject to availability. We reserve the right to substitute an out-of-stock product with an equivalent product of equivalent or greater value, or to offer a full refund where no suitable substitute is available.
5.3 Pricing
All prices are displayed in Nigerian Naira and are inclusive of applicable taxes unless otherwise stated. Prices are subject to change without notice. The price applicable to your order is the price confirmed at the time of payment.
5.4 Delivery
Delivery services are available for pharmaceutical products, subject to location and availability. Delivery timelines are estimates only and are not guaranteed. ExCare Health is not liable for delays caused by circumstances outside our control.
6. Payments and Refunds
6.1 Payment
We accept payment via bank transfer, card payment, and HMO claim. Full payment is required prior to the commencement of services unless otherwise agreed in writing.
6.2 HMO Fulfilment
For patients covered by an HMO plan, services are subject to the terms of your specific health insurance policy. ExCare Health does not guarantee coverage for any particular treatment or product. Any amounts not covered by your HMO are the patient’s personal responsibility.
6.3 Refunds
Refund requests are assessed on a case-by-case basis. Products that have been dispensed, opened, or partially consumed are generally not eligible for refund unless defective or incorrectly supplied. Refund requests must be submitted within 48 hours of receipt. Approved refunds are processed within 7 to 14 business days.
7. Medical Disclaimer
- Information published on our website is for general informational purposes only and does not constitute medical advice
- No patient-practitioner relationship is established solely through use of our website
- You should always consult a qualified healthcare professional before starting, stopping, or changing any medication or treatment
- ExCare Health is not liable for adverse outcomes arising from self-medication or failure to follow professional medical advice
- Laboratory results are provided for diagnostic purposes and should be interpreted by a qualified medical professional
8. Intellectual Property
All content on the ExCare Health website, including text, graphics, logos, images, and software, is the property of ExCare Health or its licensors and is protected by applicable Nigerian and international intellectual property laws. You may not reproduce, distribute, modify, or create derivative works of any content without our prior written consent.
9. Limitation of Liability
To the maximum extent permitted by applicable Nigerian law, ExCare Health shall not be liable for:
- Any indirect, incidental, consequential, or punitive damages arising from your use of our services or website
- Loss of data, revenue, profit, or business opportunity
- Any damage arising from the acts or omissions of third parties, including specialist physicians, delivery partners, or HMO providers
- Any interruption or unavailability of our website or online services
Our total liability in respect of any claim shall not exceed the amount paid by you for the specific service giving rise to the claim. Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
10. Data Protection
Your personal data is processed in accordance with our Privacy Policy, which forms part of these Terms. By using our services, you acknowledge that you have read and understood our Privacy Policy.
11. User Conduct
When using our website or services, you agree not to:
- Provide false, misleading, or fraudulent information
- Use our services for any unlawful purpose
- Attempt to gain unauthorised access to our systems or data
- Use our website in any way that could damage, disable, or impair its functionality
- Reproduce, copy, or resell any part of our services without written permission
12. Third-Party Links
Our website may contain links to third-party websites or integrate with third-party services. ExCare Health does not endorse, control, or accept responsibility for the content, privacy practices, or terms of any third-party website or service.
13. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising from or in connection with these Terms shall first be referred to our customer care team for informal resolution. If a dispute cannot be resolved informally within 30 days, both parties agree to submit to the non-exclusive jurisdiction of the courts of Lagos State, Nigeria.
14. Severability
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions.
15. Contact Us
ExCare Health
Website: excarehealth.com
Email: [INSERT OFFICIAL EMAIL]
Telephone: [INSERT PHONE NUMBER]
Address: 6b Francis Ojei Close, Chevron Alternative, Lekki Phase 3, Lagos, Nigeria
