Terms & Conditions
Last updated: 9 February 2026
Hey there!
Before creating your account, please read and accept the following terms and conditions. These govern your use of M-Clinic's healthcare platform and services.
2. Account Registration
2.1 Account Creation
In order to use the App and Services, you must create an account and provide accurate and complete information as prompted during the registration process. You must be at least 18 years old to create an account, or have parental/guardian consent if under 18.
2.2 Account Security
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must use a strong, unique password and enable two-factor authentication where available.
2.3 Unauthorized Access
You agree to notify us immediately of any unauthorized use of your account or any other breach of security. M-Clinic will not be liable for any loss or damage arising from your failure to comply with this security obligation.
3. Use of Services
M-Clinic provides a platform connecting patients with licensed healthcare professionals for consultations, home visits, virtual appointments, pharmacy services, and laboratory services.
You agree to:
- Use the Services only for lawful purposes and in accordance with these Terms
- Provide accurate and truthful medical information to healthcare providers
- Respect the professional relationship with healthcare providers
- Pay all fees for services rendered in a timely manner
- Not misuse or abuse the platform or services
You agree NOT to:
- Use the Services for any illegal or unauthorized purpose
- Attempt to gain unauthorized access to any portion of the App
- Harass, abuse, or harm healthcare providers or other users
- Share prescription medications obtained through the platform
4. Wallet Funds & Payments
M-Clinic operates a digital wallet system for managing payments for services.
4.1 Wallet Top-Up
You may add funds to your wallet using approved payment methods including M-Pesa, credit/debit cards, or bank transfers. All transactions are processed securely through our payment partners.
4.2 Service Payments
Funds are deducted from your wallet when you book and receive services. Consultation fees, transport fees, and service charges are clearly displayed before confirmation.
4.3 Refunds
Refunds are processed according to our Refund Policy. Cancelled appointments may be eligible for refunds if cancelled at least 24 hours before the scheduled time.
4.4 Wallet Withdrawal
You may request withdrawal of unused wallet funds to your M-Pesa account or bank account, subject to verification and applicable fees.
5. User Content & Medical Records
You may upload medical records, prescriptions, lab results, and other health-related content to the platform.
5.1 Ownership
You retain all rights to your medical records and personal health information. M-Clinic does not claim ownership of your content but requires a license to store, process, and share it with your healthcare providers as necessary to deliver services.
5.2 Accuracy
You are responsible for ensuring that all medical information you provide is accurate and up-to-date. Providing false or misleading information may result in account suspension and could endanger your health.
6. Privacy & Data Protection
Your privacy is important to us. Our collection, use, and disclosure of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.
Key Privacy Points:
- • We collect only necessary personal and medical information
- • Your data is encrypted both in transit and at rest
- • We comply with Kenya's Data Protection Act, 2019 and GDPR where applicable
- • You have the right to access, correct, or delete your personal data
- • We do not sell your personal information to third parties
- • Medical information is shared only with your authorized healthcare providers
7. Account Termination
7.1 Termination by You
You may terminate your account at any time through the account settings. Upon termination:
- • Your account will be deactivated immediately
- • You will have 7 days to cancel the deletion request
- • After 7 days, your personal data will be permanently deleted
- • Medical records may be retained for legal compliance (up to 7 years)
- • Unused wallet funds will be refunded to your registered payment method
7.2 Termination by M-Clinic
We reserve the right to suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or misuse the platform. We will provide notice where possible, except in cases of serious violations.
8. Disclaimer of Warranties
THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND.
M-Clinic does not guarantee that the Services will be uninterrupted, error-free, or secure. We do not warrant the accuracy, completeness, or reliability of any content or medical advice provided through the platform. Healthcare providers are independent professionals, and M-Clinic does not guarantee their qualifications, performance, or the outcomes of their services.
9. Limitation of Liability
To the maximum extent permitted by law, M-Clinic shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:
- • Loss of profits, data, or goodwill
- • Service interruption or system failures
- • Medical malpractice by healthcare providers
- • Errors in diagnosis or treatment
- • Unauthorized access to your account
Our total liability shall not exceed the amount you paid to M-Clinic in the 12 months preceding the claim.
10. Changes to Terms
We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting to the App. We will notify you of material changes via email or in-app notification.
Your continued use of the Services after changes are posted constitutes your acceptance of the modified Terms. If you do not agree to the changes, you must stop using the Services and may terminate your account.
11. Data Protection & GDPR Compliance
M-Clinic is committed to protecting your personal data in accordance with the Kenya Data Protection Act, 2019 and the EU General Data Protection Regulation (GDPR) where applicable.
Your Rights
- ✓ Right to access your data
- ✓ Right to rectification
- ✓ Right to erasure ("right to be forgotten")
- ✓ Right to data portability
- ✓ Right to object to processing
- ✓ Right to withdraw consent
Data Deletion
You can request deletion of your account and personal data at any time. We provide a 7-day grace period during which you can cancel the deletion request. After this period, your data will be permanently deleted, except where retention is required by law.
Contact Our Data Protection Officer
For any data protection concerns or to exercise your rights, contact our Data Protection Officer at:
dpo@mclinic.co.ke
Contact Information
If you have any questions about these Terms, please contact us:
Governing Law
These Terms shall be governed by and construed in accordance with the laws of the Republic of Kenya. Any disputes arising out of or relating to these Terms shall be subject to the exclusive jurisdiction of the courts of Kenya.