A Comprehensive Guide To sureCova for Doctors.

How to Use sureCova as a Doctor: A Complete Guide to Building and Managing Your Personal Doctor Practice

A practical guide for doctors joining the sureCova platform.

Table of Contents

1. Welcome to sureCova
2. Onboarding
3. Setting Up Your Practice
4. Finding and Onboarding Patients
5. Managing Your Consultations
6. Providing Continuous Follow-Up Care
7. Payments, Earnings, and Your Finances
8. Cross-Border Healthcare
9. Professional Standards and Patient Safety
10. Disputes, Complaints, and Resolving Concerns

11. Getting Help and Support

     

    Part 1 — WELCOME TO SURECOVA

What sureCova is, how it works, and what it means to be a Personal Doctor.

A doctor's role in a patient's care often extends beyond the consultation room. For patients living with chronic conditions, in particular, managing their health requires ongoing guidance, regular follow-up, and a doctor who understands their medical history and treatment journey.

However, maintaining continuity of care between clinic visits remains a challenge. Once patients leave the hospital or clinic, opportunities for regular monitoring, timely intervention, and ongoing guidance can become limited. Doctors may rely on phone calls and WhatsApp messages to follow up with patients, but these interactions are often fragmented, difficult to track, and disconnected from a structured care process. This makes it harder to monitor patients consistently, identify when their conditions are deteriorating, and ensure that treatment plans are being followed. As a result, important aspects of patient care can be missed between consultations, despite their significance to long-term health outcomes.

sureCova provides a structured way to manage this aspect of patient care. Through our Personal Doctor service, doctors can maintain an ongoing relationship with their patients, provide follow-up between clinic visits, and make this care a defined part of their practice. Our aim is to support continuity of care for patients while giving doctors a more organised and sustainable way to deliver it.

This guide will walk you through how to set up and manage your Personal Doctor practice on sureCova. It covers everything from onboarding and patient management to consultations, follow-up care, payments, cross-border healthcare, and handling disputes. Our goal is to help you understand how the platform works and how to use it effectively in your day-to-day practice.

As a doctor on sureCova, you remain responsible for the clinical care you provide, while our platform gives you the tools and structure to manage your Personal Doctor service. The following sections will guide you through each part of the process, helping you build a practice that works for you and supports your patients’ ongoing healthcare needs.

Part 2 — ONBOARDING

How to join sureCova, set up your account and get ready to start seeing patients.

2.1 Creating Your sureCova Account

To get started, download the sureCova app and create your doctor account. You can sign up using your Google account or email address, depending on your preference.

During registration, you will be asked to provide your basic personal information, including your phone number. We will send a One-Time Password (OTP) to your email to verify that it belongs to you. Enter the OTP in the app to complete this step.

Next, you will be asked to upload a profile photo. We recommend using a clear, recent, and professional photograph, as this will help patients recognise you and build trust in your practice.

Once you have completed these steps, your account will be created, and you can access your doctor dashboard. You can then proceed to complete your professional profile and submit your credentials for verification.

2.2 Completing Your Professional Profile

After creating your account, the next step is to complete your professional profile. This is where you provide the information we need to understand your medical background, experience, and area of practice.

You will be asked to provide the following details:

• Training institution: The institution where you completed your medical training.
• Date of completion: The date you completed your medical training.
• Years of experience: The number of years you have been practising.
• Languages: The languages you can use to communicate with patients.
• Country of practice: The country where you are currently licensed to practise.
• Practising licence number: Your professional licence number.
• Current hospital or institution: Where you currently practise, if applicable.
• Specialty: Your primary medical specialty.
• Subspecialty: Where applicable, you can select the subspecialties relevant to your area of practice.

Please ensure that the information you provide is accurate and up to date, as it will form part of your professional profile on sureCova.

Uploading Your Documents

You will also need to upload the documents required for verification. These include:

• Your practising licence.
• Your relevant professional certificate or qualification certificate.
• A valid government-issued identification document.

Ensure that all documents are clear, legible, and valid. The information on your documents should match the details you provide in your profile.

2.3 Selecting Your Specialty and Subspecialty

When completing your profile, select the medical specialty that best describes your area of practice.

Depending on your specialty, you may also be able to select one or more subspecialties. These help provide a more specific description of your clinical expertise and the types of patients you are qualified to manage.

Choose carefully and ensure that your selections accurately reflect your training, qualifications, and professional experience.

2.4 Submitting Your Profile for Verification

Once you have completed your professional profile, selected your specialty, and uploaded the required documents, you can submit your information for review.

Our team will review your profile and credentials to verify your professional information before approving you to receive patients on sureCova.

While your application is under review, you can access your dashboard and familiarise yourself with the platform. However, you cannot start receiving patients until our team has reviewed and approved your account.

If additional information or documents are required, you may need to provide them before the review can be completed.

2.5 Exploring Your Dashboard

While waiting for approval, take some time to familiarise yourself with your doctor dashboard.

Your dashboard is your main workspace on sureCova. It provides access to the features available to you for managing your Personal Doctor practice.

Explore the available sections so you can become comfortable with the platform before you begin receiving patients. Some features may remain unavailable until your account has been approved.

2.6 Getting Approved to Receive Patients

Once our team has completed its review and approved your account, you can proceed with preparing your Personal Doctor practice to receive patients.

Approval confirms that you have completed sureCova's credential verification process. You should ensure that any remaining practice setup is completed before accepting patients.

With your account approved and your profile completed, you are ready to move to the next stage: setting up your Personal Doctor practice.

Part 3 — SETTING UP YOUR PRACTICE

How to set your fees, configure your availability, choose your services, and get your Personal Doctor practice ready for patients.

3.1 Writing Your Bio

Your bio is often the first thing patients read about you before deciding whether to choose you as their Personal Doctor. It is an opportunity to introduce yourself, highlight your experience, and help patients understand how you can support their healthcare needs.

Keep your bio clear, professional, and easy to understand. Include your medical background, areas of interest, relevant experience, and approach to patient care. Focus on what patients would find useful to know about you.

Avoid unnecessary medical jargon, and ensure that all information you provide is accurate.

A good bio helps patients understand who you are, what you do, and why they might feel comfortable choosing you as their Personal Doctor.

3.2 Setting Your Price

Next, you will set the price patients pay for your Personal Doctor service.

sureCova allows you to set your price in your local currency and US dollars ($). You will need to enter the price for each currency separately.

Patients paying from within your country will pay in your local currency, while patients paying from outside your country will pay in US dollars. This allows you to serve both local and international patients through your Personal Doctor practice.

When deciding on your prices, consider your years of experience, specialty, the type of patients you intend to serve, and the time and effort required to provide ongoing care. Your prices should reflect the value of your service while remaining reasonable for the patients you want to reach.

Before confirming your prices, make sure you understand the applicable platform fees and how your earnings are calculated. The amount a patient pays is not necessarily the amount you receive after applicable fees.

We explain platform fees, earnings, and payouts in more detail in Part 7 — Payments, Earnings, and Your Finances.

3.3 Configuring Your Availability

Your availability helps patients understand when they can generally expect to hear from you. It also helps you set clear expectations about when you are available to provide care through sureCova.

You will be able to configure two things:

• Your usual availability: Set the times you are most likely to be available each day. Choose hours that fit around your hospital duties, private practice, and other commitments. Aim for a schedule you can maintain consistently.
• Your response time: Set the time within which patients can generally expect a response from you. Choose a timeframe that is realistic for your schedule and allows you to respond reliably.

When setting your availability, be realistic about your other responsibilities. It is better to set hours you can consistently maintain than to promise availability you may struggle to provide.

Remember that your stated availability and response time help patients understand what to expect, but they do not replace clear arrangements for emergencies. Patients who require urgent medical attention should seek appropriate emergency care rather than wait for a response through sureCova.

3.4 Setting Up Your Payout Accounts

sureCova allows you to configure payout accounts in both your local currency and US dollars.

To receive payments for your Personal Doctor service, you will need to set up your payout account details. Enter the correct account details for each currency you intend to receive payouts in, and carefully review the information before saving it.

Ensure that your account details are accurate and belong to you or the appropriate verified entity, as required by the platform.

For more information about payment processing, payout timelines, applicable fees, and how your earnings are transferred, see Part 7 — Payments, Earnings, and Your Finances.

Part 4 — FINDING AND ONBOARDING PATIENTS

How to invite patients, introduce them to your service, and help them get started on sureCova.

4.1 Introducing Your Personal Doctor Service

How to explain the service and its benefits.

Before inviting patients to join you on sureCova, it is important to help them understand what your Personal Doctor service offers.

Explain that the service allows them to maintain an ongoing relationship with you between clinic visits, making it easier to receive follow-up care, discuss concerns, and get guidance on managing their health.

Focus on how the service can support their ongoing healthcare needs. For patients living with chronic conditions, this may include regular follow-up, monitoring their progress, and helping them stay on track with their treatment plans.

Make sure patients understand what is included in your service, how much it costs, when you are generally available, and how they can communicate with you through sureCova.

4.2 Inviting Patients to Join You on sureCova

When and how to introduce the service to existing and new patients.

Once a patient understands your service, you can invite them to join you on sureCova.

You may introduce the service to existing patients who would benefit from continued follow-up, as well as new patients who want an ongoing relationship with a doctor.

When speaking with patients, explain how to download the sureCova app, find your profile, and subscribe to your Personal Doctor service.

Keep the conversation simple and give patients the opportunity to ask questions before deciding whether to subscribe.

4.3 Helping Patients Choose Your Service

The practical onboarding steps, including downloading the app, completing their medical history, finding you through search, and using your Grow Panel tools.

You can introduce your Personal Doctor service to patients during clinic consultations or before they are discharged from the hospital. These are good opportunities to explain how they can continue receiving care from you between visits through sureCova.

Once a patient is interested, you can guide them through the onboarding process.

Step 1: Help the Patient Set Up Their Account

Ask the patient to:

1. Download the sureCova app.
2. Create an account using their Google account or email address.
3. Upload a profile photo.
4. Complete their medical history, including relevant information such as allergies, blood group, emergency contact, and other medical details.

Encourage patients to provide accurate and up-to-date information. Their medical history will help you understand their health needs and provide appropriate follow-up care.

Step 2: Help the Patient Find You on sureCova

Patients can use the search function in the app to find a doctor or healthcare service that meets their needs.

They can search by:

• Your name: If they already know you and want to subscribe to your service.
• Symptoms: If they are looking for help with a particular health concern.
• Specialty: If they are looking for a doctor with expertise in a particular field.
• Body part: If they are searching for healthcare relating to a specific part of the body.

If the patient wants to continue receiving care from you, show them how to search for your name and locate your profile.

Step 3: Share Your Personal Doctor Link

Your sureCova app includes a section called Grow Panel, which contains tools to help you promote your Personal Doctor service and reach more patients.

From the Grow Panel, you can share a direct link to your sureCova profile. Patients who open the link can access your profile and proceed to subscribe to your service.

You can share this link with patients during consultations, through appropriate messaging channels, or whenever you introduce someone to your Personal Doctor service.

Step 4: Share Your Digital Doctor Card

Every doctor on sureCova has a digital doctor card available under the Grow Panel section. The card displays a unique QR code that patients can scan to find your profile and subscribe to your service.

You can use this card during clinic consultations, at discharge, or when speaking with patients who may benefit from ongoing follow-up care.

The QR code provides a convenient way for patients to access your profile without having to search for your name manually.

Step 5: Share Your Doctor Announcement Image

The Grow Panel also includes an announcement image that you can use to introduce yourself as a doctor on sureCova.

You can share this image through your social media platforms, professional networks, or other appropriate communication channels to let patients know that they can connect with you through sureCova.

Step 6: Share the App Link With New Users

If a patient does not yet have a sureCova account, you can copy and share the app link with them.

This allows them to download the app, create an account, complete their profile, and then find your Personal Doctor service.

A Few Things to Remember

• Make sure patients understand what your Personal Doctor service offers before subscribing.
• Help patients complete their medical history as accurately as possible.
• Confirm that patients can find your profile or access it through your shared link or QR code.
• Explain your subscription price, availability, and expected response time before they subscribe.
• Respect each patient's decision about whether to subscribe to your service.

PART 5— MANAGING YOUR CONSULTATIONS

How to chat with patients, handle consultations, document care, write prescriptions, request investigations, schedule follow-ups and arrange in-person care when needed.

5.1 Starting a Conversation with a Patient

When a patient subscribes to your Personal Doctor service, sureCova automatically sends them a welcome message introducing them to your care profile. This helps the patient get started and opens the way for communication with you.

There are two ways a conversation can begin on sureCova:

1. The patient starts the conversation

After receiving the welcome message, the patient can send you a message through the app. They may have a question about their health, need clarification about their treatment, or want to discuss a concern related to their ongoing care.

2. You start the conversation

You do not have to wait for a patient to message you. You can also initiate a conversation from your end. For example, you may want to check on a patient's progress, ask about their response to treatment, follow up on a previous consultation, or remind them about an agreed care plan.

These two options allow communication to flow in both directions. Patients can reach out when they need guidance, while you can proactively check on their progress and maintain continuity of care between clinic visits.

5.2 Documenting Patient Consultations and Conversations

Documentation is mandatory after every meaningful conversation with a patient on sureCova. Doctors are expected to follow applicable telemedicine guidelines for clinical documentation, particularly when prescriptions are issued following a conversation.

Mandatory Clinical Documentation

Doctors on sureCova are required to document every meaningful clinical interaction with a patient. This includes conversations involving clinical assessment, medical advice, treatment decisions, prescriptions, investigation requests, referrals, or changes to the patient's care plan.

This requirement supports continuity of care, patient safety, professional accountability, and the maintenance of accurate clinical records. Doctors must follow applicable professional guidelines, legal requirements, and sureCova's documentation policy.

Routine administrative messages do not necessarily require a clinical note. However, whenever a conversation involves a clinical decision or meaningful healthcare advice, the doctor must ensure that the interaction is appropriately documented.

Proper documentation helps maintain an accurate record of the patient's condition, the discussion that took place, clinical decisions made, and the care provided.

How to Document a Patient Conversation

To document a consultation or meaningful conversation:

1. Open the patient's chat interface.
2. Locate the three icons in the top-right corner of the chat interface.
3. Select the second icon, which looks like a notepad with a tick inside a small circle. This opens the documentation feature.
4. Complete the documentation and ensure that the information recorded is accurate and sufficiently detailed.

First-Time Documentation

The first time you document a patient on sureCova, you must complete a detailed clinical documentation. This should capture the relevant patient history and clinical information needed to understand the patient's health status and guide ongoing care.

Take care to complete this initial documentation thoroughly. It provides the clinical foundation for subsequent consultations and follow-up interactions.

Updating Existing Documentation

After completing the first full documentation, a fourth icon becomes available in the chat interface. This allows you to document updates without having to repeat the entire history-taking and documentation process each time.

Use this feature to record relevant changes in the patient's condition, new complaints, treatment response, clinical decisions, prescriptions, and other updates arising from subsequent conversations, as applicable.

Remember that updates should be sufficiently detailed to reflect the meaningful clinical information from each interaction. The availability of an update option does not remove the requirement to document every meaningful conversation.

Schedule Follow-Up Check-Ins

See section 5.5

5.3 Writing and Sending Prescriptions

sureCova allows you to create prescriptions directly from the patient chat interface. Once you have assessed the patient and determined that medication is appropriate, you can prepare and send the prescription through the app.

How to Create a Prescription

1. Open the patient's chat interface.
2. Locate the icons in the top-right corner of the chat.
3. Select the last icon, shaped like a medicine bottle with a cross on it. This opens the prescription feature.
4. Select Add a medicine.
5. Enter the name of the medication you want to prescribe.

sureCova's drug database retrieves medicines from its global drug register, helping you find the medication you intend to prescribe.

Selecting a Medication and Brand

You can enter the generic name of the medication or specify a particular brand name if that is what you intend to prescribe.

When you use a specific brand name repeatedly, sureCova learns your preference. After you have entered the same brand name three times, the system will suggest that brand whenever you mention the medication again.

This makes it easier to prescribe your preferred brands without having to enter the full brand name repeatedly.

Adding Multiple Medicines

You can add as many medicines as are clinically necessary to a prescription. Ensure that every medicine is appropriate for the patient's condition and that the prescription is complete and accurate before sending it.

Follow applicable prescribing standards, including providing the necessary dose, route, frequency, duration, and other relevant instructions. Check the final prescription carefully before issuing it.

Sending Prescriptions to Patients

Once you have completed the prescription, the patient will receive it in their sureCova app. The patient can view the prescription and choose to download a copy.

Each prescription includes:

• The prescribing doctor's name.
• A unique prescription number.
• A QR code for prescription verification.

These details help identify the prescription and allow pharmacists to verify it before dispensing the medication.

Prescription Verification by Pharmacists

Pharmacists are required to scan the prescription's QR code to confirm that the medication order is valid before dispensing the prescribed medicines.

If a pharmacist encounters a problem with a prescription or has concerns about a prescribed medication, they can contact the prescribing doctor directly using the “Contact Doctor” button that appears below the prescription. Alternatively, they can contact sureCova at support@surecova.com.

When a pharmacist contacts you through the platform, you will receive an in-app notification. You are expected to respond as soon as possible to resolve the issue and avoid unnecessary delays in dispensing the medication.

As the prescribing doctor, ensure that your contact information is accurate and that you can respond appropriately to legitimate queries about prescriptions you have issued.

For more information, kindly review the sureCova Prescription Policy.

5.4 Requesting Investigations

sureCova allows you to request investigations directly from the patient chat interface. This helps you recommend appropriate tests as part of your patient's clinical assessment and ongoing care.

How to Request an Investigation

1. Open the patient's chat interface.
2. Locate the icons in the top-right corner of the chat.
3. Select the first icon, represented by a laboratory glass. This opens the investigations section.
4. Select the appropriate category from the available options.
5. Choose the specific investigation you want to request.

Available Investigation Categories

The investigations section contains several categories:

• Lab Tests
• X-ray
• Ultrasound
• CT Scan
• MRI
• Cardiac Investigations
• Other Tests

Browse the relevant category to find and select the investigation you need.

Sending Investigation Requests to Patients

Once you have completed an investigation request, sureCova generates a formal request that the patient can access through the app. The patient can also download a copy to use when arranging the investigation.

Ensure that the investigation requested is appropriate for the patient's clinical needs. Where necessary, explain the purpose of the investigation, any preparation required, and where the patient can have it performed.

When the results become available, review them and incorporate the findings into your clinical assessment and subsequent management plan.

5.5 Scheduling Follow-Ups

Follow-up check-ins help you monitor your patients' progress, assess their response to treatment, and identify when further clinical attention may be needed. sureCova allows you to schedule follow-ups directly through the documentation interface.

How to Schedule a Follow-Up

1. Open the patient's chat interface.
2. Open the documentation interface using the notepad icon in the top-right corner.
3. Complete the relevant clinical documentation for the interaction.
4. Use the follow-up scheduling option within the documentation interface.
5. Select the specific date and time for the next check-in and save your schedule.

sureCova will send you a reminder on the scheduled day, helping you remember to contact the patient and carry out the planned follow-up.

Why Follow-Ups Matter

Do not rely solely on patients to initiate conversations. Scheduling follow-ups helps you remain proactive, monitor progress, check treatment response, and maintain continuity of care between clinic visits.

Schedule check-ins according to the patient's condition, treatment plan, and clinical needs. Ensure that the follow-up plan is appropriate for the patient and that any agreed review arrangements are clearly documented.

PART 6 — PROVIDING CONTINUOUS FOLLOW-UP CARE

How to check in with patients, monitor their progress, and support them between clinic visits.

6.1 Understanding Your Role as a Personal Doctor

Being a Personal Doctor on sureCova goes beyond responding when patients send you messages. It involves maintaining an ongoing relationship with your patients, checking on their progress, and helping them manage their health between clinic visits.

For patients living with chronic conditions, consistent follow-up can help you identify new concerns, assess their response to treatment, reinforce adherence to their care plans, and determine when further medical attention may be needed.

As a Personal Doctor, you should take a proactive approach to patient care. Rather than waiting for patients to reach out whenever they have a problem, use the tools available on sureCova to maintain contact, review their progress, and follow up when clinically appropriate.

The aim is to make follow-up care a consistent part of your practice, helping patients feel supported while enabling you to maintain continuity of care beyond the consultation room.

6.2 Creating and Managing Patient Check-Ins

Regular check-ins help you stay connected with your patients, understand how they are progressing, and identify concerns that may require further attention.

sureCova provides a Create Check-In tile on the home page, allowing you to schedule check-ins for individual patients and review existing check-ins.

How to Create a Check-In

1. Open your sureCova doctor app.
2. Select the Create Check-In tile on the home page.
3. Select the patient you want to check in with.
4. Configure the check-in questions and schedule it for the appropriate date.

Customising Your Check-In Questions

sureCova provides six customised check-in questions to help you gather information from patients during follow-up. You can edit these questions or add more questions to suit your clinical practice and the needs of individual patients.

When customising your questions, focus on information that helps you assess the patient's progress, identify new concerns, and determine whether further clinical attention is needed. Depending on the patient's condition, you may want to ask about current symptoms, response to treatment, medication adherence, or new health concerns.

Choose questions that are relevant to the patient's condition and care plan. The aim is to make each check-in useful for clinical follow-up.

How Patients Receive and Complete Check-Ins

Once you have scheduled a check-in, the patient receives the questions through their sureCova app on the scheduled date. The patient can respond to the questions directly in the app.

Encourage patients to provide accurate and complete answers so that you can better understand their progress and identify any concerns that may need attention.

Reviewing Patient Responses

You can review patients' responses to their check-ins in the app. Use the information provided to assess their progress, identify changes in their health status, and determine whether further follow-up or clinical intervention is needed.

If a patient's responses raise concerns, initiate a conversation with them to clarify the situation and decide on the appropriate next steps. Where necessary, arrange a consultation, request investigations, adjust the care plan, or recommend an in-person assessment.

Reviewing Existing Check-Ins

You can also review check-ins that have already been created. This helps you keep track of your follow-up activities and maintain continuity in the care you provide.

Remember that check-ins complement clinical consultations; they do not replace a proper assessment when a patient's symptoms or responses indicate that further medical attention is required.

6.3 Categorising Patients and Setting Care Goals

Not every patient requires the same level of follow-up. Some patients may need close monitoring, while others may be stable and require less frequent check-ins. sureCova allows you to categorise your patients according to the level of monitoring they require.

You can classify patients into three categories:

• Active: For patients who require close monitoring and more frequent follow-up due to their current health needs.
• Monitoring: For patients whose progress needs to be reviewed regularly, even though they may not require the same level of attention as those in the Active category.
• Stable: For patients whose conditions are stable and who may require less frequent monitoring, depending on their clinical needs.

Use your clinical judgement when assigning or changing a patient's category. A patient's status may change over time, so review their category as their condition, treatment response, and care needs evolve.

Setting Clear Goals for Your Patients

In addition to categorising patients, you can set clear goals to guide their ongoing care.

These goals should reflect the patient's condition, treatment plan, and individual healthcare needs. Depending on the patient, a goal might involve improving medication adherence, attending a scheduled review, monitoring a relevant health measurement, or making an agreed lifestyle change.

Where appropriate, discuss these goals with your patients so they understand what they are working towards and what you expect from them.

Clear goals help patients understand that their care is being actively managed. They also give you and your patients a shared direction for follow-up conversations and future reviews.

Review progress towards these goals during check-ins and consultations, and adjust them when necessary.

Remember: Patient categories and care goals are tools for organising follow-up care, not substitutes for clinical assessment. Always base monitoring decisions on the patient's current condition and individual needs.

PART 7 — PAYMENTS, EARNINGS, AND YOUR FINANCES

How subscription payments work, how much you earn, platform fees, payouts, refunds, and how to track your earnings on sureCova.

As a doctor on sureCova, your Personal Doctor practice allows you to earn recurring income by providing ongoing care to your patients. Understanding how payments work will help you manage your practice, set appropriate prices, and keep track of your earnings.

This section explains how patients pay for your Personal Doctor service, how sureCova's platform fees affect your earnings, how payouts are handled, and how to manage payment-related issues.

7.1 Understanding Subscription Payments

Patients pay to subscribe to your Personal Doctor service on sureCova. The subscription gives them access to your service according to the terms of the plan they purchase.

You set your subscription price when configuring your Personal Doctor practice. As explained in Part 3, you can enter your price in your local currency and in US dollars. Patients paying from within your country are charged in your local currency, while patients paying from outside your country are charged in US dollars.

When a patient subscribes, their payment is processed through the platform. Your earnings are calculated after the applicable platform fees and any other relevant deductions.

It is important to distinguish between the amount a patient pays and the amount you ultimately receive. Your subscription price is the amount charged to the patient; your net earnings are the amount remaining after applicable fees and deductions.

The following sections explain how platform fees are calculated, how earnings are paid out, and how you can track your income on sureCova.

7.2 Understanding Platform Fees and Your Earnings

sureCova operates on an 80/20 revenue-sharing model. For every subscription payment received from a patient, 80% goes to the doctor and 20% goes to sureCova as the platform fee.

The platform fee supports the technology and infrastructure that enable you to manage your Personal Doctor practice, connect with patients, and provide ongoing care through sureCova.

How the Revenue Split Works

For every subscription payment, the amount is divided as follows:

• Doctor's share: 80% of the subscription payment.
• sureCova's share: 20% of the subscription payment.

Example: Calculating Your Earnings

If a patient pays ₦10,000 for your Personal Doctor subscription:

In this example, you earn ₦8,000, while sureCova retains ₦2,000 as its platform fee.

Your actual payout may differ if other applicable charges, taxes, refunds, or adjustments apply. Refer to the relevant payment terms for details.

Setting Your Subscription Price

When setting your subscription price, remember that you receive 80% of the subscription payment before any other applicable deductions. Consider this when deciding how much to charge for your Personal Doctor service.

For example, if you want to earn ₦8,000 from a subscription before other deductions, you would set a price of ₦10,000 under the 80/20 revenue-sharing model.

7.3 Cross-Border Compliance Fee

Patients who subscribe to a Personal Doctor practising in a different country pay an additional US$10 cross-border compliance fee at checkout, on top of the doctor's subscription price.

This fee applies to cross-border subscriptions and is collected when the patient completes checkout. It supports the cross-border care arrangement, including the involvement of a locally licensed Prescribing Doctor when required.

The cross-border compliance fee is separate from the doctor's subscription price and the standard 80/20 platform revenue split. It is allocated according to sureCova's cross-border fee arrangement, as explained in Part 8.

7.4 Understanding Payouts and Payment Processing

sureCova uses Paystack for local payments in Nigeria and Stripe for international payments. These payment providers process subscription payments and facilitate the transfer of funds to the appropriate accounts.

How Payments Are Split

When a patient pays for your Personal Doctor subscription, the payment is split at source according to sureCova's 80/20 revenue-sharing arrangement. The doctor's 80% share and sureCova's 20% platform fee are allocated through the payment system, and your share is sent to your configured payout account.

This means you do not need to calculate the platform fee or manually transfer sureCova's share. The payment split is handled through the payment infrastructure.

When to Expect Your Payments

For Nigerian payments processed through Paystack, settlements are typically made the next day, in line with Paystack's settlement rules.

Actual settlement timing may depend on the payment provider's processing rules and other applicable conditions. For international payments processed through Stripe, settlement timing may differ.

7.5 Tracking Your Earnings on sureCova

Your sureCova dashboard homepage allows you to monitor your earnings and keep track of your subscription income.

You can use the dashboard to:

• Review monthly earnings: See how much you have received during the month.
• Track expected payments: Check the amounts you expect to arrive in your account.
• Monitor your income: Keep an eye on the payments generated by your Personal Doctor practice.

Review your dashboard regularly to understand your earnings and monitor expected settlements. If a payment does not arrive as expected, check the payment information available to you and contact sureCova support if further assistance is needed.

7.6 sureCova REFUND AND CANCELLATION POLICY

Effective date: 15 October 2026

This policy explains when patients may request a refund for payments made on sureCova, how subscription cancellations work, and how refund requests are reviewed and processed.

sureCova aims to handle payment concerns fairly, transparently, and in accordance with applicable payment-provider rules and consumer-protection requirements.

1. Subscription Payments

When you subscribe to a Personal Doctor service on sureCova, you pay for access to the service according to the subscription plan you select.

Your payment may include the subscription price and, where applicable, additional fees such as the cross-border compliance fee.

Please review the subscription details and total amount payable before completing your purchase.

2. Refund Eligibility

Refunds are not automatic. Each request is reviewed based on the circumstances of the payment, the service provided, applicable payment-provider rules, and relevant legal requirements.

2.1 The 24-Hour Grace Period

You may request a refund within 24 hours of completing your subscription payment if you have not meaningfully used the service.

Submitting a request within this period does not guarantee approval. sureCova will review the request and determine eligibility under this policy.

2.2 Other Circumstances in Which a Refund May Be Considered

A refund may be considered in circumstances including:

• Duplicate payments: You were charged more than once for the same subscription or transaction.
• Payment without subscription activation: Your payment was successful, but your subscription was not activated and the issue cannot be resolved.
• Verified unauthorised transactions: A transaction is confirmed to have been unauthorised, subject to investigation and applicable payment-provider procedures.
• Material technical failure: A significant technical problem prevented you from accessing the service you paid for, and the issue could not reasonably be resolved.
• Material service failure: The service was not provided in a material respect, subject to review of the circumstances.
• Legal requirements: A refund is required under applicable law or binding payment-provider rules.

sureCova may request additional information to investigate a claim before making a decision.

3. Circumstances Where Refunds May Not Be Granted

A refund may not be granted in circumstances including:

• You change your mind after the 24-hour grace period.
• You do not use the service during your subscription period.
• You discontinue using the service after receiving the benefit of the subscription.
• You are dissatisfied with a clinical outcome, where the service was properly provided.
• You did not use all the consultations or other benefits included in your subscription.

These circumstances are subject to applicable law. Nothing in this policy removes any consumer rights that cannot legally be excluded.

4. Subscription Cancellation

You may request to cancel your subscription to prevent future renewals, subject to the cancellation arrangements available for your plan.

Cancellation and refund requests are separate:

• Cancellation concerns future subscription renewals.
• A refund concerns the return of a payment already made.

Cancelling your subscription does not automatically entitle you to a refund for the current subscription period.

Unless otherwise required by law or confirmed by sureCova, cancellation does not automatically reverse a completed payment or refund unused subscription time.

5. How to Request a Refund

To request a refund, contact sureCova support:

Email: support@surecova.com

Include the following information in your request:

1. The email address associated with your sureCova account.
2. Your payment transaction reference, if available.
3. The date of payment.
4. The amount paid and currency.
5. The reason for your refund request.
6. Any relevant supporting information, such as evidence of a duplicate charge or a subscription that failed to activate.

Please do not send your account password or full payment-card details by email.

6. Review and Processing of Refunds

sureCova will review your request and may contact you for additional information.

If your request is approved, the refund will ordinarily be returned through the original payment method where supported by the payment provider.

The time required for the funds to appear in your account depends on the payment provider, the financial institution, and the payment method used.

Where a request cannot be approved, sureCova may explain the decision, subject to applicable requirements.

7. Payment Processing Fees and Adjustments

Payment-processing fees, platform charges, and other transaction-related costs may be governed by the relevant payment provider's rules and sureCova's applicable agreements.

Any deductions, adjustments, or allocation of costs associated with an approved refund will be handled in accordance with those rules, agreements, and applicable law. No provision in this policy authorises a deduction that is prohibited by law.

8. Unauthorised Payments and Payment Disputes

If you believe a payment was made without your authorisation, contact sureCova support promptly at support@surecova.com.

You may also contact your bank or payment provider to report the transaction and follow its dispute-resolution procedures.

Submitting a complaint or contacting your bank does not prevent sureCova from investigating the matter through the relevant payment channels.

9. Contact and Support

For questions about subscription payments, cancellations, or refund requests, contact:

sureCova Support

Email: support@surecova.com

Please provide your transaction reference and a clear description of the issue so that the support team can investigate it efficiently.

10. Consumer Rights

This policy is intended to explain sureCova's refund and cancellation process. It does not override any mandatory rights or protections available to consumers under applicable law.

Where a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

Important before publication: This is a working policy draft, not a legal opinion. Before publishing it in the sureCova app or on the website, confirm the 24-hour grace period, refund decision process, payment-provider rules, cross-border fee treatment, and cancellation mechanics against sureCova's actual operating arrangements and applicable Nigerian and other relevant consumer-protection laws.

7.7 Reviewing Your Monthly Earnings

From your dashboard homepage, you can check how much you have received during the month. Use this information to monitor the income generated by your Personal Doctor service and keep track of your earnings over time.

Tracking Expected Payments

Your dashboard also allows you to view the amounts you expect to receive in your account. This helps you monitor pending settlements and compare expected payments with amounts that have already arrived.

Remember that expected payments may not arrive immediately. Settlement timing depends on the relevant payment provider and its processing rules.

Keeping Track of Your Income

Make it a habit to review your earnings dashboard regularly. As your patient base grows, monitoring your income can help you understand the financial performance of your Personal Doctor practice and plan accordingly.

For your own financial records, you may also keep a record of payments received and reconcile them with your bank statements. This can help you identify discrepancies and maintain accurate income records.

If an expected payment does not arrive or the amount received differs from what your dashboard indicates, contact sureCova support at support@surecova.com for assistance.

Understanding your earnings and reviewing them consistently will help you manage your Personal Doctor practice more effectively.

PART 8 — CROSS-BORDER HEALTHCARE

How to care for patients in other countries, work with locally licensed Prescribing Doctors, and manage cross-border consultations responsibly.

sureCova allows doctors to maintain Personal Doctor relationships with patients who may be located in a different country. This creates opportunities for continuity of care beyond geographical boundaries, particularly for patients who travel, relocate, or live outside their home country.

However, providing care across borders requires clear responsibilities. Medical licensing, prescribing rules, and the scope of permitted clinical practice may differ between countries.

This section explains the sureCova cross-border model, the responsibilities of the doctors involved, and the principles that guide safe and responsible care.

8.1 Understanding the Cross-Border Model

sureCova allows doctors to maintain Personal Doctor relationships with patients who are located in other countries. This enables patients to continue receiving follow-up care from their Personal Doctor even when they live or travel abroad.

In the sureCova cross-border model, the Personal Doctor remains responsible for the ongoing patient relationship, including consultations, follow-up, monitoring, and clinical guidance within their authorised scope of practice.

A locally licensed Prescribing Doctor becomes involved when a prescription is required. Every prescription generated for a cross-border patient must be routed to a locally licensed Prescribing Doctor in the patient's country for review and authorisation before it is delivered to the patient.

This is a mandatory step in sureCova's cross-border prescribing workflow, not an optional service or a process used only for selected medications.

The key principle is simple: the Personal Doctor manages the ongoing care relationship, while every cross-border prescription must pass through a locally licensed Prescribing Doctor before reaching the patient.

8.2 The Role of the Personal Doctor

As the Personal Doctor, you maintain the ongoing relationship with your patient. You do not need to involve the locally licensed Prescribing Doctor in every consultation or follow-up interaction.

Your responsibilities include:

• Communicating with the patient through sureCova.
• Reviewing symptoms, medical history, treatment progress, and follow-up responses.
• Providing appropriate clinical guidance within your professional authorisation.
• Documenting meaningful clinical interactions and treatment decisions.
• Monitoring the patient's progress and identifying when further assessment is required.
• Determining when a prescription is clinically indicated.
• Ensuring that every cross-border prescription follows sureCova's local prescribing authorisation process.
• Explaining the treatment plan and relevant next steps to the patient.

When a prescription is required, follow the designated sureCova workflow to route it to the locally licensed Prescribing Doctor. Do not bypass this process, even if you are confident in your original prescribing decision.

8.3 The Role of the Locally Licensed Prescribing Doctor

The locally licensed Prescribing Doctor is responsible for reviewing and authorising cross-border prescriptions for patients located in their country, in accordance with the applicable professional and regulatory requirements.

The Prescribing Doctor is not required to participate in every consultation between the patient and their Personal Doctor. Their involvement is triggered when a prescription is required.

Their responsibilities include:

• Reviewing every cross-border prescription routed to them.
• Reviewing the clinical information necessary to assess the proposed treatment.
• Determining whether the prescription is appropriate and whether further information or assessment is required.
• Authorising the prescription only when clinically appropriate and legally permitted.
• Declining authorisation or requesting further assessment when necessary.
• Ensuring that their prescribing decision is appropriately documented.

The Prescribing Doctor must exercise independent clinical judgement. They are not simply approving prescriptions automatically or acting as an administrative intermediary.

Once the prescription has been authorised, it can proceed to the patient through the applicable sureCova workflow. If authorisation is withheld or additional information is required, the prescription must not be presented to the patient as authorised.

8.4 The Mandatory Cross-Border Prescribing Workflow

Every prescription for a cross-border patient must follow this process:

1. Clinical consultation: The patient consults their Personal Doctor through sureCova.
2. Prescribing decision: The Personal Doctor determines whether medication is clinically indicated and prepares the prescription.
3. Local review: The prescription is routed to a locally licensed Prescribing Doctor in the patient's country.
4. Review and authorisation: The Prescribing Doctor reviews the prescription and relevant clinical information, then independently decides whether to authorise it.
5. Prescription delivery: Once authorised, the prescription proceeds to the patient through the applicable sureCova workflow.
6. Follow-up: The Personal Doctor continues managing the patient's ongoing care and follow-up as appropriate.

Every cross-border prescription must pass through local review and authorisation before delivery to the patient. The process must not be bypassed because of the medication involved, the familiarity of the patient, or the Personal Doctor's confidence in the prescription.

If the Prescribing Doctor needs additional information or declines authorisation, the Personal Doctor should follow the appropriate process to address the concern or arrange further assessment.

The locally licensed Prescribing Doctor's authorisation does not remove the Personal Doctor's responsibility for appropriate clinical assessment, accurate documentation, and continuity of care.

PART 9 — PROFESSIONAL STANDARDS AND PATIENT SAFETY

The professional standards, clinical responsibilities, and safety principles every doctor on sureCova is expected to follow.

sureCova is designed to help doctors maintain continuous relationships with their patients beyond traditional clinic visits. Because this relationship may involve ongoing communication, clinical advice, prescriptions, and follow-up care, it is important that every interaction is handled professionally and safely.

As a doctor on sureCova, you remain responsible for your clinical decisions, professional conduct, and the care you provide within the scope of your professional authorisation.

The following standards guide how you should communicate with patients, protect their information, document care, respond to emergencies, and determine when further clinical assessment is necessary.

9.1 Professional Conduct and Communication

Patients trust their Personal Doctors to provide appropriate clinical guidance, communicate clearly, and treat them with respect. Every interaction should reflect the standards expected of a medical professional.

As a doctor on sureCova, you should:

• Communicate respectfully and professionally with every patient.
• Explain medical information in language the patient can understand.
• Be honest about your clinical assessment, the limits of remote consultation, and any uncertainty.
• Respond to patients within your stated availability and communicate when a response may be delayed.
• Avoid making promises about treatment outcomes or guaranteeing recovery.
• Maintain appropriate professional boundaries in all communications.
• Treat patients fairly, without discrimination or harassment.
• Avoid sharing misleading information or providing advice outside your competence.

Remember that a Personal Doctor relationship develops over time. Consistency, respect, clear communication, and appropriate follow-up help build patient trust.

9.2 Patient Confidentiality and Data Protection

Doctors may access sensitive personal and medical information through sureCova. This information must be handled responsibly and protected from unauthorised access or disclosure.

You are expected to:

• Access patient information only when it is necessary for providing or coordinating care.
• Keep patient records and clinical conversations confidential.
• Avoid sharing screenshots, consultation messages, prescriptions, investigation requests, or patient details with unauthorised individuals.
• Use appropriate authorised channels when communicating patient information to another healthcare professional.
• Take reasonable precautions when accessing sureCova on a shared or public device.
• Protect your login credentials and prevent other people from using your account.
• Report suspected unauthorised access, data exposure, or other confidentiality incidents through the appropriate sureCova support channel.

Patient information should not be used for personal purposes, unrelated business activities, or unauthorised marketing.

Where patient information must be shared for clinical coordination, share only what is necessary for the intended purpose and follow the applicable professional, legal, and sureCova requirements.

9.3 Clinical Documentation

Accurate documentation is an essential part of safe, continuous care. It helps maintain a clear clinical history, supports follow-up decisions, and allows relevant healthcare professionals to understand the care already provided.

On sureCova, doctors must follow the platform's clinical documentation requirements described in Part 5.

Document every meaningful clinical interaction in accordance with sureCova policy, particularly when it involves:

• Clinical assessment or medical advice.
• A treatment decision or change to the care plan.
• A prescription.
• An investigation request.
• A referral or recommendation for in-person assessment.
• A significant change in the patient's condition or follow-up plan.

Clinical notes should accurately reflect the information obtained, your assessment, the decisions made, and the plan agreed with the patient.

Ensure that entries are factual, clear, and completed promptly. Do not record assessments, examinations, or actions that did not occur.

Where information is incomplete or a decision remains pending, make that clear in the record. Update the documentation when new information becomes available or the care plan changes.

For instructions on documenting consultations and adding follow-up updates, refer to Part 5.2 — Documenting Patient Consultations and Conversations.

9.4 Emergency Situations and Escalation

sureCova supports ongoing care and communication, but it is not a substitute for emergency medical services.

Patients may contact you with symptoms that require immediate assessment. You must recognise when a situation cannot be managed safely through routine chat or remote follow-up.

When a patient describes symptoms suggesting a medical emergency:

1. Assess the urgency using the information available, without allowing remote communication to delay necessary care.
2. Advise the patient to contact the appropriate local emergency service or attend the nearest suitable emergency facility immediately.
3. Where appropriate, explain clearly why urgent in-person assessment is necessary.
4. Do not rely on a scheduled check-in, routine chat response, or future appointment when immediate assessment is needed.
5. Document the symptoms reported, your advice, and the escalation recommended.
6. Follow up when clinically appropriate, without allowing follow-up communication to replace emergency assessment.

Examples of potentially urgent presentations include severe difficulty breathing, suspected stroke, severe chest pain, loss of consciousness, uncontrolled bleeding, or rapidly deteriorating symptoms.

This list is not exhaustive. Use clinical judgement to determine urgency.

Doctors should also communicate their availability clearly. Patients must understand that messages sent through sureCova may not receive an immediate response and that emergencies require local emergency care.

9.5 Clinical Boundaries and Appropriate Referrals

A Personal Doctor helps patients navigate their healthcare over time, but not every condition can be managed through chat or remote consultation alone.

You should provide care within your competence, professional authorisation, and the limits of the available clinical information.

An in-person consultation, specialist review, investigation, or referral may be necessary when:

• The patient's symptoms require physical examination.
• The diagnosis remains uncertain and further assessment is needed.
• Symptoms persist, worsen, or fail to respond as expected.
• The patient requires investigations that cannot be appropriately arranged or interpreted through the available information.
• The proposed treatment requires assessment beyond your competence or authorised scope of practice.
• The patient's condition requires urgent or emergency care.

When recommending further assessment, explain the reason to the patient and the next steps they should take. Where appropriate, document the referral recommendation and any relevant information needed to support continuity of care.

Do not continue managing a patient remotely when doing so would create an unreasonable risk or delay necessary care.

For patients receiving cross-border care, also follow the prescribing and local authorisation process described in Part 8 — Cross-Border Healthcare. In particular, every cross-border prescription must pass through the locally licensed Prescribing Doctor before it is authorised and delivered to the patient.

9.6 Maintaining Professional Standards on sureCova

By using sureCova, doctors are expected to maintain professional conduct, protect patient information, document meaningful clinical interactions, and prioritise patient safety.

These responsibilities apply whether you are responding to a routine question, reviewing a patient's progress, issuing a prescription, or recommending further assessment.

If you are uncertain about a clinical situation, the appropriate next step is to seek relevant professional guidance, arrange further assessment, or escalate the concern rather than proceed without sufficient information.

The guiding principle is simple: use sureCova to strengthen continuity of care while maintaining the professional judgement, accountability, and patient safety standards expected of a doctor.

PART 10 — DISPUTES, COMPLAINTS, AND RESOLVING CONCERNS

How to handle patient complaints, clinical disagreements, prescription concerns, payment disputes, and situations that require support from sureCova.

Disagreements and concerns may arise during the course of a Personal Doctor relationship. A patient may be dissatisfied with a response, question a clinical decision, experience a problem with a prescription, or have concerns about a payment.

sureCova is committed to handling these matters through a structured process that prioritises patient safety, professional accountability, fairness, and clear communication.

Doctors are expected to respond to concerns professionally, maintain appropriate documentation, and cooperate with authorised reviews when necessary.

This section explains how to manage common concerns and how sureCova handles disputes that require further review.

10.1 Handling Patient Complaints

Patients may raise concerns about communication, response times, treatment recommendations, follow-up arrangements, or their overall experience with the service.

When a patient makes a complaint:

1. Listen carefully. Allow the patient to explain the concern without becoming defensive or dismissive.
2. Acknowledge the concern. Respond respectfully and confirm that you understand the issue raised.
3. Clarify the facts. Review the relevant conversation, clinical notes, and agreed care plan.
4. Explain your position. Where appropriate, explain the clinical reasoning or circumstances in clear, respectful language.
5. Agree on the next step. Resolve the issue where possible, clarify any misunderstanding, or arrange further clinical assessment if needed.
6. Document relevant details. Record significant concerns and actions taken in accordance with sureCova's documentation requirements.

Do not dismiss a patient's concerns, respond with hostility, or make promises you cannot fulfil.

If a complaint involves serious allegations, a potential safety incident, or a matter beyond your authority, escalate it to sureCova support.

10.2 Managing Clinical Disagreements

Patients may disagree with a diagnosis, question a treatment recommendation, request a different medication, or seek a second opinion.

These situations should be handled with professional judgement and respect for the patient's right to make informed decisions about their care.

You should:

• Explain your clinical reasoning in language the patient can understand.
• Discuss relevant benefits, risks, uncertainties, and alternatives where appropriate.
• Listen to the patient's concerns and consider any new information they provide.
• Avoid pressuring or intimidating the patient into accepting a recommendation.
• Document significant discussions and decisions.
• Recommend a second opinion or further assessment when clinically appropriate.

A patient's disagreement does not automatically mean that your clinical decision was incorrect. Equally, you should remain open to reviewing your assessment when new information becomes available.

If a disagreement cannot be resolved through discussion, explain the available next steps and maintain professional communication.

Where the disagreement develops into a formal clinical dispute between the doctor and the patient, the matter may be escalated through sureCova's clinical dispute resolution process described in Section 10.3.

10.3 Clinical Dispute Resolution and Governance

sureCova has a Clinical Governance Board composed of experienced and seasoned doctors to support the review of clinical disputes and uphold appropriate standards of clinical practice on the platform.

When a clinical dispute arises between a doctor and a patient and cannot be resolved directly, sureCova follows a structured escalation pathway. The process begins with an internal review and may progress to specialised clinical review and, where necessary, referral to the relevant external medical or regulatory body.

Stage 1: Initial Review by the CEO/Medical Director

Clinical disputes are first reviewed by the Chief Executive Officer/Medical Director (CEO/MD) of sureCova.

The purpose of this stage is to understand the nature of the complaint, examine the circumstances surrounding the case, and determine whether the concern can be resolved through clarification, communication, or other appropriate steps.

The review may consider relevant patient communications, clinical documentation, the doctor's account of events, and other information necessary to understand the dispute.

Stage 2: Review by the Clinical Governance Board

If the dispute cannot be resolved at the initial review stage, it is escalated to the sureCova Clinical Governance Board.

The Board comprises experienced doctors who review the clinical aspects of the dispute and consider the relevant information, clinical documentation, and professional issues involved.

This stage provides a specialised clinical review to help clarify the issues and determine an appropriate way forward.

Doctors involved in the dispute are expected to cooperate with the review and provide accurate, relevant information when requested.

Stage 3: Referral to the Relevant External Medical or Regulatory Body

If the dispute remains unresolved following review by the Clinical Governance Board, the matter is referred to the relevant medical or regulatory body in the country where the doctor practises or the patient is located, as appropriate to the nature of the complaint and the applicable jurisdiction.

The external body may examine the matter in accordance with its own procedures, professional standards, and authority.

Referral does not predetermine the outcome of the case. Any decision or action by the external body remains subject to its applicable processes.

Principles Governing Clinical Dispute Resolution

Throughout the process:

• Fairness: The concern should be considered on the basis of relevant information, with appropriate opportunity for the parties involved to provide their accounts.
• Professional accountability: Doctors are expected to maintain accurate clinical records and cooperate with authorised reviews.
• Confidentiality: Patient information must be handled responsibly and shared only as appropriate for the review and applicable requirements.
• Patient safety: Urgent clinical needs must be addressed without waiting for the dispute resolution process to conclude.
• Professional conduct: Neither party should face threats, harassment, or retaliation for raising a concern in good faith.

The clinical dispute escalation pathway is:

CEO/MD review → sureCova Clinical Governance Board review → referral to the relevant external medical or regulatory body if the matter remains unresolved.

This process is intended to provide a clear route for addressing clinical disputes while maintaining professional accountability and patient safety.

10.4 Prescription-Related Concerns

Prescription-related concerns may include a patient questioning a prescribed medicine, a pharmacist requesting clarification, a prescription error, or a prescription that cannot be dispensed.

Patient safety must take priority when handling these situations.

If a patient raises a concern about a medicine:

• Clarify the nature of the concern and assess whether it requires urgent clinical attention.
• Review the relevant clinical information and prescription details.
• Explain the intended use of the medication and relevant instructions where appropriate.
• Reassess the treatment decision if new information or a potential error is identified.
• Document any clinically significant discussion or change to the treatment plan.

If a pharmacist requests clarification, respond promptly through the appropriate communication channel to minimise avoidable delays in dispensing.

If you identify a possible prescribing error or a patient reports a potentially serious adverse reaction, take appropriate clinical action. Direct the patient to urgent or emergency care when indicated.

Prescription Concerns in Cross-Border Care

Every cross-border prescription must be routed to a locally licensed Prescribing Doctor in the patient's country before it is authorised and delivered to the patient.

If a concern arises during this process, follow the established sureCova cross-border workflow. Do not bypass local review or represent a prescription as authorised before the process is complete.

If the concern involves a technical issue with prescription generation, access, or verification, contact sureCova support.

For further information, refer to Part 8 — Cross-Border Healthcare and the sureCova Prescription Policy.

10.5 Payment and Refund Disputes

Patients may raise concerns about subscription charges, unexpected deductions, failed payments, refunds, cancellations, or differences between the amount paid and the service received.

Doctors should distinguish between a clinical concern and a payment or account issue.

When a patient raises a payment concern:

1. Listen to the patient and clarify the nature of the issue.
2. Review any relevant information available to you.
3. Avoid promising a refund or making financial commitments on behalf of sureCova unless you are authorised to do so.
4. Direct the patient to the applicable sureCova Refund and Cancellation Policy.
5. Refer payment-processing, subscription, or refund requests to sureCova support for review.
6. Continue to manage any separate clinical concern appropriately.

Refund requests are subject to the applicable sureCova policy and review process. A complaint does not automatically mean that a refund will be approved.

For issues involving your own subscription earnings, payout amounts, or payment processing, refer to Part 7 — Payments, Earnings, and Your Finances and contact sureCova support where necessary.

10.6 Escalating Concerns to sureCova Support

Some issues cannot be resolved through the doctor–patient relationship alone. These may include formal complaints, technical failures affecting care, disputed transactions, or concerns involving the platform's processes.

Contact sureCova support when:

• A patient complaint remains unresolved or involves a serious allegation.
• A technical problem affects patient access, consultations, prescriptions, or investigation requests.
• A prescription cannot be accessed, verified, or processed correctly.
• A payment, subscription, or payout issue requires platform-level review.
• You identify a potential safety incident or confidentiality concern requiring escalation.
• You need clarification about a sureCova policy or operational process.
• A patient submits feedback or a complaint through the app that requires platform-level review, investigation, or escalation.

When contacting support, provide a clear description of the issue, the relevant dates, and any transaction reference or other information needed to investigate it.

Include patient information only where necessary and use the appropriate authorised channel. Avoid including unnecessary patient-identifiable information in ordinary emails.

For support requests, contact support@surecova.com.

Escalating an issue to sureCova does not replace your responsibility to take immediate clinical action when a patient's safety is at risk.

Where a concern constitutes a clinical dispute between a doctor and a patient, it may proceed through the clinical dispute resolution pathway described in Section 10.3.

10.7 Submitting Feedback and Complaints Through the App

Patients can submit feedback and complaints directly through the sureCova app. This gives patients a way to communicate concerns about their experience, raise issues, and share feedback about the care or service they receive.

As a doctor, you should take patient feedback seriously and use it constructively to improve communication and the quality of care you provide.

Where a concern is brought to your attention, review it professionally and take appropriate steps to address it. Complaints that require further investigation or cannot be resolved directly may be escalated through sureCova's complaint and clinical dispute resolution processes.

Submitting a complaint through the app does not prevent a patient from contacting sureCova support directly where necessary.

10.8 Maintaining Professionalism During Disputes

Disputes can be stressful, but every interaction should remain professional.

Doctors are expected to:

• Communicate respectfully, even when a patient is dissatisfied.
• Keep relevant clinical documentation accurate and factual.
• Protect patient confidentiality.
• Avoid threats, retaliation, or inappropriate disclosure of patient information.
• Avoid making unsupported accusations against patients, colleagues, pharmacists, or the platform.
• Prioritise urgent clinical needs while the dispute is being addressed.
• Cooperate appropriately with authorised reviews of the matter.

The goal is not simply to end a disagreement. It is to address the underlying concern fairly, maintain safe clinical care, and identify when additional support is necessary.

PART 11 — GETTING HELP AND SUPPORT

sureCova provides support to help doctors resolve platform-related issues and manage their Personal Doctor practices effectively. If you encounter a technical problem, have difficulty accessing your account, notice a payment discrepancy, or need assistance with a prescription-related issue, contact the sureCova support team.

When contacting support, provide a clear description of the problem and any relevant details so the team can investigate and guide you on the next steps.

11.1 Contacting Support

For assistance with your sureCova account or practice, contact the support team:

Email: support@surecova.com or doctors@surecova.com.

When contacting support, include:

• The email address associated with your sureCova account.
• A brief description of the issue.
• The date and time the issue occurred, where relevant.
• Any relevant transaction reference, error message, or screenshot.

Please do not include your password, full payment-card details, or other sensitive information in your support request.

For urgent clinical concerns involving a patient, follow appropriate clinical procedures and do not rely on platform support as a substitute for timely clinical assessment or emergency care.

11.2 Reporting Technical Issues

If you experience a technical problem while using sureCova, report it to support so the team can investigate.

Examples of technical issues include:

• The app crashes, freezes, or fails to open.
• You cannot access a feature that should be available to you.
• Messages or other information do not appear as expected.
• You experience an error while completing an action.
• The dashboard displays information incorrectly.

When reporting a technical issue, explain what you were trying to do, what happened, and whether the problem occurs repeatedly. Include a screenshot or error message where possible, provided it does not unnecessarily expose patient information.

If the issue affects patient care, use an appropriate alternative communication or care arrangement while the problem is being investigated.

11.3 Account and Verification Problems

If you experience difficulty creating an account, signing in, completing doctor verification, or accessing your account, contact sureCova support.

Examples include:

• Being unable to sign in to your account.
• Experiencing problems during doctor verification.
• Discovering incorrect account details.
• Being unable to access your doctor profile.
• Encountering an account-access or verification error.

When contacting support, explain the problem and provide the relevant account information. If verification is required, the support team may request additional documentation through an appropriate channel.

Do not create multiple accounts to work around a verification problem unless instructed by sureCova support.

11.4 Payment and Prescription Support

Payment Support

Contact sureCova support if you experience issues such as:

• A subscription payment that has not been reflected correctly.
• A discrepancy between your dashboard earnings and the amount received.
• A delayed or missing payout.
• An unexpected charge or duplicate payment.
• A question about a refund or cancellation.

For payment-related issues, provide the relevant transaction or payout reference, date, amount, and a brief description of the problem.

Refund requests are reviewed in accordance with the sureCova Refund and Cancellation Policy. Doctors should not promise refunds or make payment adjustments on behalf of sureCova unless authorised to do so.

Prescription Support

If you encounter a platform-related problem involving prescription submission, prescription review, or the cross-border prescribing process, contact sureCova support and describe the issue.

For cross-border prescriptions, remember that every prescription must be reviewed and authorised by a locally licensed Prescribing Doctor in the patient's country before it is authorised and delivered to the patient. The local Prescribing Doctor may request additional information or decline to authorise a prescription.

Contacting support does not replace the required clinical review or prescribing authorisation. Do not bypass the established prescribing process to resolve a technical or administrative delay.

For clinical questions, professional disagreements, or concerns about the appropriateness of a prescription, follow the applicable clinical governance and professional standards procedures.

Remember: When you contact sureCova support, provide enough information to help the team understand the issue while protecting your account credentials and your patients' confidentiality.