Afyatel Terms of Use

These terms are an agreement between you and Kas-Annex Medical Center ("Afyatel", "we") for your use of the Afyatel app. By creating an account you accept these terms and our Privacy Policy. If you do not agree, do not use the app.

1. What Afyatel is, and is not

• Afyatel is a technology platform that lets patients find, book, message and pay independent licensed healthcare providers, pharmacies and laboratories in Kenya.
• Afyatel does not provide medical care. Providers are independent professionals, not our employees, and are solely responsible for the advice, diagnosis, prescriptions and care they give.
• Afyatel is not an emergency service. If you have a medical emergency call 999 or 112 or go to the nearest hospital. The Emergency screen is only a shortcut to those numbers and partner ambulances.
• Consultations take place by secure in-app chat, at the provider's facility, or at your home. Video consultations are not yet available. Remote consultations have limits: a provider cannot examine you physically and may ask you to attend a facility in person.
• Afyatel is not a medical device. Features such as BMI, vitals tracking and medication reminders are for record-keeping and do not give medical advice.

2. Eligibility and accounts

• You must be 18 or older. A parent or guardian may seek care for a child through their own account.
• Give true, current information, and keep your email and phone secure. You are responsible for activity on your account.
• One person, one account. Do not impersonate anyone.

3. Healthcare providers

• Providers must hold a current licence from their regulatory body (KMPDC, Clinical Officers Council, Nursing Council of Kenya, Pharmacy and Poisons Board or KMLTTB) and must keep it valid. Ambulance services must hold a current operating permit. We check licences and permits before approval but do not guarantee any provider's work.
• Providers must follow their professional code, the KMPDC telemedicine guidelines, and the Digital Health Act, 2023, keep patient information confidential, and use patient data only to care for that patient.
• Pharmacies must be licensed premises and must not supply prescription-only medicines without a valid prescription.
• Afyatel deducts a 15% platform commission from payments made to providers through the app before paying them. Payout timing and details are in the provider dashboard.

4. Fees and payments

• Prices are shown before you pay and are in Kenya shillings. Default consultation fees are KES 500 (GP) and KES 1,000 (specialist) unless the provider sets a different fee. Any other fee, for example for joining a paid wellness community, is shown before you pay it.
• Payments in the app are made through M-Pesa. You authorise each payment on your own phone. Card payments are not yet available.
• You may instead ask for a booking or order to be billed to SHA or your insurer by giving the scheme and your member number. The provider bills the scheme directly and confirms your cover; Afyatel does not process the claim, and you remain responsible for anything the scheme does not pay.
• Refunds: if a provider does not respond to a paid consultation within 24 hours, cancels, or a paid order cannot be supplied, you will be refunded to your M-Pesa number within 7 days. Contact support for any other payment problem within 14 days of payment.

5. Acceptable use

You must not:

• post false health claims, harmful advice, hate, harassment, sexual content or anyone else's private information;
• try to get prescription-only medicines without a valid prescription;
• use the app for any unlawful purpose, or to contact providers outside a booked consultation in order to avoid fees;
• copy, reverse-engineer, scrape or interfere with the app or its security.

We may remove content and suspend or close accounts that break these rules.

6. Community content

You keep ownership of what you post, and you give us a licence to display it in the app. Community posts and group chats are for support and general information only, and are not medical advice for your situation.

7. Intellectual property

The Afyatel app, software, name, logo and design are owned by Kas-Annex Medical Center and protected by the Copyright Act (Cap. 130) and other laws. You get a personal, non-transferable licence to use the app for its intended purpose.

8. Liability

To the extent the law allows, Afyatel is not liable for the acts or omissions of providers, or for loss caused by relying on community content, network or M-Pesa outages, or events beyond our control. Nothing in these terms limits rights you have under the Consumer Protection Act, 2012 or liability that cannot be excluded by law. Our total liability to you is limited to the fees you paid through the app in the 3 months before the claim.

9. Ending your account

You can delete your account at any time (Profile → Privacy & legal → Delete account). What we keep afterwards, and for how long, is explained in section 7 of the Privacy Policy.

10. Changes, law and disputes

We may update these terms and will tell you in the app before important changes take effect. These terms are governed by the laws of Kenya. Disputes will first be referred to negotiation, then mediation in Nairobi, and then the courts of Kenya.

11. Contact

Kas-Annex Medical Center, Ground Floor, Commons Apartments, Mwiki Road, Roysambu, Kasarani, Nairobi, Kenya. Email support.afyatel@gmail.com.