A Doctor's Guide: Payments, Earnings, and Payouts on sureCova

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.

 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.

 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.

 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.

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.

 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.

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.

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.