Terms of Service

AirTook Health Technology Ltd

These Terms of Service ("Terms") form a binding agreement between you and AirTook Health Technology Ltd ("AirTook", "we", "us"), a company registered in Nigeria. They govern your access to and use of the AirTook website, mobile applications, and all related services — including the Aira AI assistant, doctor consultations, the AirTook Wallet, subscriptions, Family Hub, CarePoints, pharmacy and laboratory fulfilment, HMO and corporate integrations, and Wellness Org / AirTookademy content (together, the "Platform").

By creating an account, completing registration, or otherwise using the Platform, you confirm that you have read, understood, and agreed to these Terms and to our Privacy Policy, which is incorporated into these Terms by reference. If you do not agree, do not use AirTook.

Where you access the Platform on behalf of an organisation — as staff of a Corporate account, an HMO payor, a Fulfilment Partner (pharmacy or laboratory), or a Wellness Org — a separate partner or participation agreement with that organisation may apply in addition to these Terms. Where the two conflict on a matter specific to that relationship, the partner agreement governs; these Terms govern everything else.

Key Terms Used in This Document

• "Patient" — a person who holds, or is registered under, a health profile on the Platform, whether Independent (with their own login) or a Dependent managed by a Guardian.
• "Practitioner" / "Doctor" — a healthcare professional independently licensed by the Medical and Dental Council of Nigeria (MDCN) or an equivalent recognised authority, who offers consultations through the Platform.
• "Aira" — AirTook's AI-powered health assistant, which provides triage guidance, reminders, and certain automated actions on your behalf.
• "Wallet" — the in-app balance used to pay for consultations and other paid features on the Platform.
• "Family Hub" / "Care Circle" — the feature allowing one or more Guardians to manage the health profile of a Dependent who has no login of their own.
• "CarePoint" — a physical clinic location offering walk-in booking through the Platform.
• "Fulfilment Partner" — a verified pharmacy or laboratory that fulfils prescriptions, lab orders, or deliveries referred through the Platform.
• "Wellness Org" — a coaching or wellness business (including an individual coach) offering programmes, content, or sessions through the Platform.
• "Corporate Account" / "HMO" — an employer or health-insurance payor whose members or employees access the Platform under a sponsored or covered arrangement.

Who May Register

• You must be at least 18 years old, or have the consent of a parent or legal guardian, to create an Independent account. A person under 18, or anyone who cannot or should not hold their own login, is added to the Platform as a Dependent through a Guardian's Family Hub — see Section 9.
• You agree to provide accurate, current, and complete information during registration (including, where you choose to verify your identity, a genuine selfie and a valid National Identification Number) and to keep that information up to date.
• You may hold only one Independent account per person. Creating duplicate accounts to bypass limits, promotions, or restrictions is a breach of these Terms.
• AirTook may decline to register an account, or may request additional verification, where we reasonably believe the information provided is false, incomplete, or associated with prior misuse of the Platform.
• The Platform is built for use across Nigeria and, increasingly, more broadly across Africa and internationally; some features, payment methods, or regulatory disclosures described in these Terms apply specifically to Nigeria and may differ for users accessing AirTook from elsewhere.

What You Agree Not To Do

You agree not to:

• Use AirTook for any unlawful purpose or in violation of Nigerian law or any applicable law of your jurisdiction.
• Impersonate any person or entity, or misrepresent your affiliation with any person, organisation, or healthcare qualification.
• Attempt to gain unauthorised access to any part of the Platform, another user's account, or data belonging to a Patient you are not entitled to view (including by circumventing the Family Hub guardian-access controls).
• Upload or transmit malicious code, spam, or any content that violates a third party's rights.
• Scrape, reverse-engineer, decompile, or systematically extract data from the Platform without our express written permission.
• Use any automated means (bots, scripts, or similar) to interact with the Platform's APIs or interfaces outside of normal, intended use.
• Use Aira, or any part of the Platform, to generate, request, or rely on guidance for a use that falls outside its stated purpose — for example, treating Aira's output as a formal diagnosis, prescription, or legal/medical determination.

AirTook reserves the right to suspend or terminate accounts that violate these Terms or applicable law, as described further in Section 20 (Termination).

Keeping Your Account Secure

You are responsible for all activity that occurs under your account, whether through a password, an App PIN, biometric or social sign-in (Apple / Google), or any other credential you set up. Keep these credentials confidential and do not share them with anyone, including family members who should instead be added through Family Hub.

• Notify us immediately at support@airtook.com if you suspect unauthorised access to your account, a lost device, or a compromised credential.
• Where AirTook offers optional additional security (such as device-based attestation on supported phones), enabling it is your choice, but we may use it as one signal among others to detect fraudulent or abusive activity.
• AirTook is not liable for losses arising from unauthorised use of your account where that access resulted from your failure to keep your own credentials secure, except as required by applicable law.

What AirTook Offers

AirTook is a Platform that connects patients with independent, licensed healthcare practitioners and related services. Depending on your account and location, this can include:

• Aira, an AI assistant for triage guidance, health tracking, reminders, and bookable consultations;
• Video, audio, and text-based consultations with independent Practitioners;
• The AirTook Wallet, subscription plans, and pay-per-use features;
• Family Hub, for managing the health profiles of Dependents within a Care Circle;
• CarePoints — physical walk-in clinics bookable through the Platform;
• Pharmacy and laboratory fulfilment through verified Fulfilment Partners;
• Integration with HMO/insurance payors and employer Corporate Accounts;
• Wellness Org coaching programmes and AirTookademy educational courses; and
• An emergency Medical ID feature for first responders.

AirTook may add, modify, or discontinue any feature at its discretion. Where we remove a feature you actively rely on (such as a paid subscription benefit), we will give you reasonable advance notice where practicable.

What Aira Is — and Is Not

Aira is an AI assistant, built on large language model technology, that provides informational and triage guidance, helps you log health information, sends reminders, and can carry out certain actions on your behalf when you ask it to (such as booking a consultation or logging a vital sign). Aira is not a doctor, and using Aira does not create a doctor-patient relationship.

Aira's responses do not constitute medical advice, diagnosis, or treatment, and must not be relied upon as a substitute for professional medical consultation. Like any AI system, Aira can occasionally produce an incorrect, incomplete, or outdated response. Always use your own judgement, and consult a licensed Practitioner for anything that affects a real medical decision.

In a medical emergency, call 112 (Nigeria Emergency) or go to your nearest emergency room immediately. Do not rely on AirTook or Aira for emergency care.

Actions Aira Performs on Your Behalf

Where you have enabled it, Aira can carry out certain actions for you directly — for example, logging a vital sign or a medication dose, adding a care note, or proposing (never completing without your confirmation) a reschedule, cancellation, or purchase. Actions with low stakes and full reversibility may be carried out automatically and can be undone from your Aira Activity history within a short window; anything with a real financial or scheduling consequence always requires your explicit confirmation before it takes effect. AirTook is not responsible for a consequence you confirmed based on your own review of a proposed action.

Independent Practitioners

Doctors and other healthcare practitioners on AirTook are independent professionals who hold their own licences issued by the Medical and Dental Council of Nigeria (MDCN) or an equivalent authority. They are not employees or agents of AirTook. AirTook facilitates the connection between you and a Practitioner, verifies the credentials a Practitioner submits to us, and provides the technology for the consultation, but AirTook itself does not practise medicine and is not responsible for the clinical decisions, advice, diagnoses, or prescriptions given by a Practitioner during a consultation.

Consultation Modes & Records

Consultations may take place by video, audio, or text, depending on what you and the Practitioner select at booking. We may generate an AI-assisted summary of a consultation (from a transcript or recording) to support your medical record and the Practitioner's documentation; this summary is a convenience and does not replace the Practitioner's own clinical notes.

Telehealth consultations are not appropriate for medical emergencies, and a Practitioner may decline to continue a consultation and direct you to emergency care where clinically appropriate. AirTook does not guarantee any particular outcome, diagnosis, or result from a consultation.

Guardians & Dependents

Family Hub — AirTook's "Care Circle" model — lets one or more Guardians manage the health profile of a Dependent — typically a child, elderly relative, or anyone who should not or cannot hold their own login. A Dependent's data is accessed through a "lens": a Guardian views and acts on the Dependent's own health space, and every such action is attributed to that Guardian, never silently merged into the Guardian's own record.

• By adding a Dependent, you represent that you have the legal authority or family relationship needed to manage their health information and to consent to care on their behalf, where consent is required.
• You are responsible for actions you take, or that another Guardian with access to the same Dependent takes, within that Dependent's Family Hub profile — including bookings, purchases funded from a shared care wallet, and health data entered on the Dependent's behalf.
• Guardian access can be scoped (for example, to appointments and medications only) and can be time-limited; it can also be transferred to another Guardian, or — where the Dependent reaches an age or circumstance where they should hold their own login — "emancipated" into an Independent account, a step that cannot be undone.
• Family Hub access to a Dependent's full record is a feature of certain subscription plans; if your plan no longer includes it, guardian-level access to a Dependent degrades until you resubscribe, though the Dependent's own medical record remains intact.

Plans, Trials & Renewal

AirTook offers free and paid subscription plans (currently Free, Plus, Family, and Elite), each with its own consultation benefits, wallet credit, and discounts, as described in-app and subject to change. Paid plans may include a free trial period; unless you cancel before the trial ends, your subscription will automatically convert to a paid plan and billing will begin.

• Paid subscriptions are billed monthly or annually, in advance, through Paystack, and renew automatically at the end of each billing period unless you cancel beforehand.
• You can cancel at any time from your account settings; cancellation takes effect at the end of your current billing period, and you will retain plan benefits until then.
• If a renewal payment fails, your plan enters a short grace period during which we will attempt to notify you and retry payment before downgrading your account to the Free plan.
• AirTook may change subscription pricing or benefits going forward; we will give existing subscribers reasonable advance notice of any price increase before it applies to their next renewal.
• Wallet credit granted as part of a subscription benefit is non-transferable, has no cash value, and expires according to the terms shown in-app if unused.

Wallet Top-ups & Consultation Fees

• All payments are processed in Nigerian Naira (NGN) via Paystack, a licensed payment service provider; where AirTook supports other currencies for users outside Nigeria, this section applies equally with the relevant currency substituted.
• Wallet balances are non-transferable, hold no interest, and have no cash value outside the AirTook platform, except where a specific feature (such as doctor, Wellness Org, or Fulfilment Partner withdrawal) expressly allows cashing out earned balances to a bank account.
• Consultation fees, à la carte feature purchases, and other paid actions are deducted from your Wallet at the time of booking or use.
• AirTook does not store your raw card details; card data is handled entirely by Paystack under its own security standards and privacy policy.
• If a Wallet top-up or subscription charge is disputed with your bank or card issuer (a "chargeback") while you continue to hold the service or funds obtained from it, AirTook may suspend your account pending resolution and may recover the disputed amount from your Wallet or by other lawful means.

Cancellations & Refunds

• Appointments cancelled at least 2 hours before the scheduled start time are eligible for a full wallet refund.
• Late cancellations (within 2 hours) and no-shows are not eligible for a refund, except at AirTook's sole discretion.
• Refunds are credited to your AirTook wallet, not to your original payment method, unless required by law.
• Withdrawal of wallet funds to a bank account — where available to your account type (doctor earnings, Wellness Org earnings, or Fulfilment Partner settlement) — is subject to a minimum threshold and processing times as displayed in-app, and may require completed identity or bank-account verification first.

Fulfilment Through Verified Partners

Where you order medication delivery or laboratory tests through the Platform, that order is fulfilled by a verified, independent Fulfilment Partner (a licensed pharmacy or laboratory), not by AirTook itself. AirTook verifies each Partner's licensing (such as PCN or MLSCN registration) before admitting them to the Platform and provides the ordering, tracking, and payment infrastructure, but is not the pharmacy, laboratory, or courier performing the fulfilment.

Delivery timeframes, product substitutions, specimen collection, and the accuracy of test results are the responsibility of the fulfilling Partner, subject to the clinical oversight any applicable law requires of them. If you have a concern about a specific order, you can raise it in-app; unresolved disputes about the fulfilment itself (as opposed to the Platform's facilitation of it) are between you and the Partner, though AirTook will assist in good faith to resolve them where it can.

Insurance & Employer-Sponsored Access

Where you access AirTook under an HMO (health insurance) policy or an employer's Corporate Account, AirTook acts as a facilitator between you, the Practitioner, and the payor — verifying coverage, submitting claims data, and tracking the billing relationship. AirTook is not the insurer or your employer, and coverage decisions, claim approvals, and plan terms are governed by your policy or employment benefit, not by these Terms.

You are responsible for the accuracy of any HMO membership or employment information you submit for verification. A Corporate Account holder (your employer) may see aggregated usage and billing information about its sponsored accounts, but does not see your individual clinical records, consultation notes, or Aira conversations — those remain private to you and your Practitioner, consistent with our Privacy Policy.

Coaching, Programmes & Educational Content

Wellness Orgs (including individual coaches) and AirTookademy courses offer wellness coaching, educational content, and structured programmes — for example around nutrition, fitness, or chronic-condition lifestyle management. This content is educational and motivational in nature. Coaches are not, by virtue of that role alone, licensed medical practitioners, and nothing in a Wellness Org programme or AirTookademy course constitutes medical advice, diagnosis, or treatment.

If a programme involves a client's health data (such as a meal plan or activity log), that data is handled under the care-scope permissions the client grants, as described in our Privacy Policy. Payments for programmes, subscriptions, and coupons are processed the same way as other Wallet and Paystack transactions under Section 11.

What You Submit to the Platform

You retain ownership of the health data, records, reviews, and other content you submit to AirTook ("User Content"). By submitting User Content, you grant AirTook a limited, non-exclusive licence to store, process, and display it solely to provide the services described in these Terms and our Privacy Policy — for example, showing your own vitals back to you, sharing a review on a Practitioner's public profile, or using your Aira conversations to generate a health summary for your care.

You represent that any User Content you submit is accurate to the best of your knowledge and does not infringe any third party's rights. AirTook may remove User Content that violates these Terms, is unlawful, or is reasonably believed to pose a safety risk.

Platform Ownership

All software, design, trademarks, and content created by AirTook are the exclusive property of AirTook Health Technology Ltd. You may not reproduce, distribute, or create derivative works without written permission.

Health data and records you submit remain yours, subject to the licence granted in Section 15 above and our Privacy Policy.

Services We Rely On

AirTook integrates a number of third-party services to operate the Platform, including Paystack (payments), Agora (video/audio calling), OpenAI (the Aira AI engine), Termii (SMS/WhatsApp notifications), Dojah and SmileID (identity verification), and Apple / Google sign-in. Each of these providers has its own terms and, where relevant, privacy practices governing the parts of the service they provide.

AirTook is not responsible for outages, errors, or security incidents originating from a third-party provider's own systems, though we will work to mitigate impact on you where one occurs and, where required, notify you consistent with Section 16 of our Privacy Policy.

Service Provided "As Is"

The Platform is provided on an "as is" and "as available" basis. While we work to keep it reliable and accurate, AirTook does not warrant that the Platform will be uninterrupted, error-free, or free of every defect, or that Aira's output, a Practitioner's advice, or any Partner's fulfilment will meet your specific expectations.

Liability Cap

To the fullest extent permitted by Nigerian law, AirTook's total liability to you for any claim arising from or related to these Terms or your use of the Platform shall not exceed the total fees you paid to AirTook in the 3 months preceding the claim.

AirTook is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or business interruption. Nothing in these Terms limits any liability that cannot lawfully be limited or excluded, including liability for AirTook's own gross negligence or wilful misconduct.

Your Responsibility for Misuse

You agree to indemnify and hold AirTook, its directors, employees, and affiliated Practitioners and Partners harmless from any claim, loss, or expense (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Platform, or your violation of any law or third party's rights — except to the extent the claim results from AirTook's own breach of these Terms or negligence.

Account Termination

You may delete your account at any time via the Privacy section of your profile in the AirTook app. Your health records will be retained for the minimum period required by the Nigerian Health Records Officers Act and NDPA 2023, after which they will be securely deleted.

AirTook may suspend or terminate your account immediately if you breach these Terms, if required by law, or to protect the safety of users or the platform. Where practicable, we will tell you why.

Nigerian Law

These Terms are governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Nigeria.

Before initiating legal proceedings, you agree to contact us at legal@airtook.com to attempt resolution in good faith.

General Provisions

• Severability — if any part of these Terms is found unenforceable, the rest remains in full effect.
• Waiver — our failure to enforce a right under these Terms is not a waiver of that right.
• Assignment — you may not assign these Terms without our consent; AirTook may assign them in connection with a merger, acquisition, or sale of assets.
• Entire agreement — together with our Privacy Policy and any partner-specific agreement that applies to you, these Terms are the entire agreement between you and AirTook regarding the Platform.
• Notices — we may notify you of changes or important information by email, in-app notice, or SMS/WhatsApp to the contact details on your account.

Updates

AirTook may update these Terms from time to time. We will notify you by email and in-app notice at least 14 days before material changes take effect. Continued use of the platform after the effective date constitutes acceptance of the revised Terms.