Introduction
These Terms of Service ("Terms") govern your use of the sureCova platform, including the mobile application, website, and all related services (collectively, the "Service"). By creating an account, you agree to these Terms. Please read them carefully.
sureCova is operated by CareCova Technologies Limited, a company incorporated under the laws of the Federal Republic of Nigeria. Our services are currently available in Nigeria. Where legally permitted, eligible users residing outside Nigeria can access all services subject to applicable laws and licensing requirements.
1. Nature of the Service
sureCova is a technology platform that connects patients with licensed medical practitioners for the purpose of chronic disease management and ongoing primary care. sureCova is not itself a medical provider.
The prescribing doctor who issues your prescription is an independent licensed medical practitioner. They exercise independent clinical judgment when reviewing your record and authorising a prescription. sureCova does not direct or influence their clinical decisions.
- sureCova is a platform connecting you to licensed doctors.
- sureCova is not a substitute for emergency care. If you are experiencing a medical emergency, call your national emergency number or go to your nearest emergency facility immediately.
- sureCova is not responsible for the clinical judgement or medical decisions of healthcare professionals using the platform.
2. Eligibility
- You must be 18 years of age or older to create an account in your own name.
- Accounts for children under 18 must be created by a parent or legal guardian as a Proxy Account.
- You must provide accurate and complete registration information.
- You must have a valid phone number and email address.
3. Your Subscription
A sureCova subscription gives you access to ongoing chat-based consultation with your chosen personal doctor, clinical documentation of your consultations, prescription services through a locally licensed prescribing doctor, lab test ordering and result review, and your complete digital health record.
If you subscribe to a doctor who is not licensed in your country, a cross-border service fee is added to your subscription. This fee funds a locally licensed prescribing doctor in your country who independently reviews and issues your prescriptions. Your subscription invoice will itemise this fee separately. You may cancel and choose a locally licensed doctor at any time.
Subscriptions are billed monthly on the same date as your initial subscription. Payments are processed via Paystack (Nigeria/Ghana/Kenya) or Stripe (UK/International). Failed payments trigger a 7-day grace period during which your access continues. If payment is not resolved within 7 days, your account is suspended. Your medical records remain accessible throughout any suspension.
sureCova may provide AI-assisted features, including health education, consultation summaries, and administrative support. These features are intended to assist users and healthcare providers and do not replace professional medical judgement.
You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing cycle. sureCova does not provide prorated refunds for partial months, except where required by applicable consumer protection law. If a doctor becomes unavailable, sureCova will offer a prorated credit for the affected period.
4. Medical Records
Your medical records are yours. sureCova maintains your records on your behalf and you have the right to access them at any time from within the app. You may request a complete export of your records in PDF format by contacting privacy@surecova.com.
Prescriptions and healthcare records are retained in accordance with applicable legal and regulatory requirements.
5. Patient Responsibilities
- You must provide accurate health information to your doctor. Withholding information that affects clinical safety is a misuse of the Service.
- You must not use the Service for emergencies. Dial your emergency number or attend a hospital in urgent situations.
- You must not share your account credentials with others.
- You understand that your doctor's advice is based on the information you provide. If you provide inaccurate information, the clinical advice may be inappropriate.
- You must not seek prescriptions for controlled substances, substances of abuse, or medications for purposes other than your declared clinical need.
6. Prohibited Conduct
You must not harass, threaten, or abuse any doctor or sureCova staff member; impersonate another person; use the Service to obtain prescriptions for third parties without a valid proxy relationship; attempt to circumvent our security systems; use automated tools to access the Service; or post offensive, fraudulent, or misleading content.
sureCova reserves the right to suspend, restrict, or permanently terminate your account, with or without prior notice where permitted by applicable law, if you violate these Terms, engage in fraudulent, abusive, unlawful, or deceptive conduct, misuse the Service, attempt to compromise the security or integrity of the platform, or otherwise threaten the safety, rights, or wellbeing of other users, healthcare professionals, or sureCova. Where appropriate, sureCova may also report suspected unlawful activity to relevant law enforcement or regulatory authorities. Account termination does not affect any legal obligations or rights that have accrued before termination.
7. Service Availability
sureCova strives to provide reliable and uninterrupted access to the Service. However, we do not guarantee that the Service will be available at all times or free from interruptions, delays, errors, or technical failures. Access to the Service may be temporarily unavailable due to scheduled maintenance, software updates, security incidents, telecommunications or internet outages, failures of third-party service providers, or events beyond our reasonable control. Where reasonably practicable, sureCova will provide advance notice of planned maintenance that is expected to significantly affect the availability of the Service.
8. Limitation of Liability
To the extent permitted by law, sureCova's liability to you is limited to the total subscription fees paid by you in the three months before the event giving rise to the claim. sureCova is not liable for the clinical decisions of doctors on the platform. sureCova is not liable for indirect, consequential, or loss of opportunity claims.
9. Dispute Resolution
If you have a dispute, concern, or claim relating to the Service or these Terms, you agree to first contact sureCova and make a good-faith effort to resolve the matter informally by emailing legal@surecova.com or another designated contact address provided by sureCova. If the dispute cannot be resolved through informal discussions within a reasonable period, either party may pursue any rights or remedies available under the applicable laws of the relevant jurisdiction. Nothing in this section limits either party's right to seek urgent legal or equitable relief where necessary or affects any statutory rights that cannot be excluded or limited by law.
10. Governing Law
These Terms are governed by the laws of the jurisdiction in which you are resident. Nigerian residents are subject to Nigerian law. UK residents are subject to English and Welsh law. Nothing in these Terms affects your statutory consumer rights in your jurisdiction.
11. Contact
sureCova takes concerns about the quality and safety of clinical care seriously. Complaints relating to healthcare services provided through the platform will be reviewed and investigated in accordance with applicable healthcare laws, regulatory requirements, and accepted professional standards. Where appropriate, complaints may be referred to the relevant treating healthcare professional, healthcare institution, or regulatory authority for further review or action.
CareCova Limited. General: hello@surecova.com. Doctors: doctors@surecova.com. Patient Support: support@surecova.com. Privacy: privacy@surecova.com.