sureCova REFUND AND CANCELLATION POLICY

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.