Platform Terms of Service

Version 1.0 · Effective 26 May 2026

These Platform Terms of Service ("Terms") govern your access to and use of Lonia (also known as Lonia Telemedicine) — the website at lonia.ng, the Lonia mobile applications, the WhatsApp service, and all related services (together, the "Platform"). Lonia is a branch of Lonia Clinic & Maternity, an established Nigerian hospital, which operates the Platform. In these Terms, "Lonia", "we", "us" and "our" mean Lonia Clinic & Maternity, operating under the Lonia / Lonia Telemedicine brand.

By creating an account, ticking the acceptance box at registration, or otherwise using the Platform, you agree to these Terms, to the Privacy Policy, and to the additional terms that apply to your user category (Patient, Practitioner, or Health Worker). If you do not agree, do not use the Platform.

1. Who these Terms apply to

These Terms apply to everyone who uses the Platform. Depending on how you register, one of the following category-specific terms also forms part of your agreement with us:

• Patients — the Patient Terms.
• Doctors, Consultants and Therapists — the Practitioner Terms.
• Health Workers — the Health Worker Terms.

Where a category-specific term conflicts with these Terms, the category-specific term prevails for that category.

2. About Lonia and our role

Lonia (also called Lonia Telemedicine) is the telemedicine branch of Lonia Clinic & Maternity, an established Nigerian hospital. Through the Platform we provide and coordinate telemedicine consultations, prescriptions, medication delivery, home healthcare, and (where available) diagnostic services — delivered by the hospital's own clinicians and by a network of licensed professionals and partners that we vet and onboard.

• We vet the providers we onboard. We verify the professional registration and licences of the doctors, consultants, therapists and health workers we onboard before they may provide services through the Platform, and we require them to keep those licences valid.
• Clinical responsibility. Care is provided by qualified, vetted practitioners. The diagnosis, clinical judgement, prescriptions and treatment in any individual consultation are the professional responsibility of the treating practitioner.
• Medication is dispensed and delivered by our licensed pharmacy partners, who are registered with the Pharmacists Council of Nigeria (PCN) and NAFDAC and may fulfil orders through a network of partner pharmacies. Lonia coordinates ordering, payment and delivery.
• Laboratory and home services are delivered by partner laboratories and by health workers we have vetted.
• We do not guarantee the availability of any particular professional, appointment, service, or medicine.

3. Eligibility and accounts

• You must be at least 18 years old to create an account. A parent or legal guardian may use the Platform on behalf of a minor or dependant through a managed dependant profile, and is responsible for that use.
• You must provide accurate, current and complete information, and keep it up to date.
• You are responsible for keeping your login credentials confidential and for all activity under your account. Notify us immediately at support@lonia.ng of any unauthorised use.
• Each account is personal to you. You may not share, sell or transfer it.
• Account verification (e.g. email/phone one-time-password) may be required before you can use certain features.

4. Acceptance of terms and consent to process health data

When you register you must take a clear affirmative action — ticking the acceptance box — to accept these Terms and the Privacy Policy. Because the Platform processes health information, which is sensitive personal data under the Nigeria Data Protection Act 2023, that action also records your explicit consent to our processing your data as described in the Privacy Policy.

• We record the version of each document you accepted, together with the date, time and technical details of your acceptance, as an audit record.
• You may withdraw consent or close your account at any time (see the Privacy Policy). Withdrawal does not affect processing that already lawfully took place, and may mean we can no longer provide some or all of the services to you.
• If we materially change a document, we may ask you to review and accept the updated version before continuing to use the affected services.

5. Not for emergencies

The Platform is not designed for medical emergencies. Do not use it for urgent or life-threatening conditions. If you or someone else is experiencing an emergency, call your local emergency number or go immediately to the nearest hospital or emergency department.

6. Payments, escrow and refunds

• Prices are shown in Nigerian Naira and are processed through our payment provider (Paystack). You authorise us to charge the applicable fees for the services you request.
• Lonia operates an escrow model: we collect the full payment for a service and release the relevant share to the provider (doctor, therapist, health worker, pharmacy or lab) after the service has been delivered or completed, in line with our payout rules.
• A platform service/delivery fee may apply to certain services and is disclosed before you pay.
• Refunds and cancellations are handled in accordance with the category-specific terms and applicable Nigerian consumer-protection law (including the Federal Competition and Consumer Protection Act 2018). Where a service was not delivered, you may be entitled to a refund of the amount held for that service.

7. Acceptable use

You agree not to:

• use the Platform for any unlawful purpose, or in breach of any professional or regulatory rule that applies to you;
• impersonate any person or misrepresent your identity, qualifications, or licence status;
• upload false, misleading, defamatory, infringing, or harmful content;
• attempt to gain unauthorised access to the Platform, other accounts, or our systems; probe or scan our infrastructure; or interfere with its operation (including via malware, scraping, or denial-of-service);
• record, copy, or redistribute a consultation or another user's personal or health data without a lawful basis and the necessary consent;
• resell, sublicense or commercially exploit the Platform except as expressly permitted.

8. User content and intellectual property

• The Platform, including its software, design, trademarks and content, is owned by Lonia or its licensors and is protected by law. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose.
• You retain ownership of the content you submit. You grant Lonia a licence to host, store, process and transmit that content only as needed to operate the Platform and provide the services, and as described in the Privacy Policy.

9. Third-party services

The Platform integrates third-party services (for example Paystack for payments, our video provider for consultations, our pharmacy partners for medication fulfilment, and messaging providers). Your use of those features may also be subject to the relevant third party's terms. We are not responsible for third-party services we do not control, beyond our own obligations under data-protection law.

10. Disclaimers

• Except as required by law, the Platform is provided "as is" and "as available", and we do not warrant that it will be uninterrupted, error-free, or secure, or that defects will be corrected.
• Lonia does not guarantee any particular clinical outcome. The diagnosis, advice, prescriptions and treatment in an individual consultation are the professional responsibility of the treating practitioner or partner who provides them.
• Telemedicine has inherent limitations (see the Patient Terms). A professional may determine that your needs cannot be safely met remotely and may refer you for in-person care.

11. Limitation of liability

To the maximum extent permitted by Nigerian law:

• Lonia is not liable for the independent clinical decisions of practitioners or partners using the Platform — this does not affect Lonia's responsibility for the reasonable vetting it carries out or for its own services;
• Lonia is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profit, data, or goodwill; and
• Lonia's total aggregate liability arising out of or relating to the Platform is limited to the total fees you paid to Lonia for the service giving rise to the claim.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including for death or personal injury caused by our negligence or for fraud.

12. Indemnity

You agree to indemnify Lonia against claims, losses and reasonable costs arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.

13. Suspension and termination

We may suspend or terminate your access if you breach these Terms, if required by law or a regulator, or to protect the safety of users or the integrity of the Platform. You may close your account at any time. Provisions that by their nature should survive termination (including sections 8, 10, 11, 12 and 15) will survive.

14. Changes to these Terms

We may update these Terms from time to time. We will post the updated version with a new version number and effective date and, where the change is material, ask you to accept it. Your continued use after an update takes effect constitutes acceptance, except where re-acceptance is expressly required.

15. Governing law and disputes

These Terms are governed by the laws of the Federal Republic of Nigeria. The parties will attempt in good faith to resolve any dispute amicably; failing that, the dispute will be subject to the jurisdiction of the competent courts of Nigeria. Nothing here limits any non-waivable consumer right you may have.

16. Contact

Lonia Clinic & Maternity · 143 DSC Express Way, Udu, Delta State, Nigeria · +2348034712143

General enquiries: support@lonia.ng · Privacy & legal matters: hello@lonia.ng