Last Updated: June 2025 | Effective Date: June 1, 2025
By accessing or using the MediLink telemedicine platform — including our website, mobile application, and all related services — you confirm that you have read, understood, and agree to be bound by these Terms & Conditions. If you do not agree, please discontinue use of our services immediately.
1. Definitions
For the purposes of these Terms & Conditions, the following definitions apply:
- "MediLink" refers to the MediLink telemedicine platform, its website, mobile applications, and all associated services.
- "Platform" means the MediLink website, mobile app, and all digital tools provided to facilitate telemedicine consultations.
- "User" / "Patient" refers to any individual who registers and uses MediLink to access healthcare services.
- "Healthcare Provider" refers to licensed medical professionals, doctors, nurses, therapists, and specialists who deliver services through MediLink.
- "Telemedicine Services" means remote medical consultations, diagnoses, prescriptions, and follow-up care delivered via video, audio, or text.
- "Health Data" means any personal health information, medical records, prescriptions, or clinical data shared on the Platform.
- "Account" refers to the registered profile created by a User or Healthcare Provider to access MediLink services.
2. Eligibility & Registration
Age Requirements
You must be at least 18 years of age to create an account and use MediLink independently. Minors may only access services under the supervision and consent of a parent or legal guardian.
Account Registration
- You must provide accurate, complete, and current information during registration.
- You are responsible for maintaining the confidentiality of your login credentials.
- You must notify MediLink immediately of any unauthorized access to your account.
- One person may not maintain more than one active patient account.
- MediLink reserves the right to verify your identity and may request supporting documentation.
Geographic Availability
MediLink services are currently available in Kenya and select regions. It is your responsibility to ensure that using our services complies with the laws of your location.
3. Telemedicine Services
MediLink provides a technology platform that connects patients with licensed healthcare providers for remote consultations. Our services include:
- Video, audio, and text-based consultations with licensed doctors and specialists
- Electronic prescriptions and referrals where legally permitted
- Secure sharing and storage of medical records and health history
- Appointment scheduling and follow-up care coordination
- Integration with partner hospitals, clinics, and diagnostic laboratories
- Mental health and wellness consultations
- Chronic disease management and monitoring
MediLink acts as a technology intermediary. Medical advice, diagnosis, and treatment decisions are made solely by the licensed Healthcare Providers on our platform, not by MediLink itself.
Emergency Situations
MediLink is NOT an emergency service. If you are experiencing a medical emergency, call your local emergency number (e.g., 999 or 112) or go to the nearest emergency room immediately.
4. Medical Disclaimer
The information and services provided through MediLink are intended to supplement, not replace, the relationship between a patient and their primary care physician or specialist.
- MediLink does not practice medicine or provide medical advice as a company.
- All clinical decisions are made by independently licensed Healthcare Providers.
- Medical information on the Platform is for general informational purposes only.
- Results of consultations may vary. MediLink does not guarantee specific health outcomes.
- Prescriptions issued through MediLink are subject to the professional judgment of the prescribing provider and applicable law.
5. User Obligations
Accuracy of Information
- Provide truthful, accurate, and complete health information during consultations and registration.
- Disclose all relevant medical history, current medications, allergies, and symptoms to your Healthcare Provider.
- Update your profile promptly when your health information changes.
Appropriate Use
- Use MediLink solely for legitimate personal healthcare purposes.
- Attend scheduled appointments on time or cancel with at least 2 hours notice.
- Treat Healthcare Providers and MediLink staff with respect during all interactions.
- Ensure you have a stable internet connection and appropriate device for video consultations.
Compliance
- Follow the treatment plans and medical advice provided by your Healthcare Provider.
- Comply with all applicable laws and regulations in your jurisdiction.
- Not share your account credentials with any other person.
6. Healthcare Provider Obligations
Healthcare Providers using MediLink agree to:
- Maintain valid, current licensure and credentials in their respective fields and jurisdictions.
- Provide care that meets the applicable standard of care for telemedicine practice.
- Maintain appropriate professional liability (malpractice) insurance coverage.
- Comply with all applicable medical practice laws, telemedicine regulations, and professional codes of ethics.
- Maintain patient confidentiality in accordance with Kenya's Data Protection Act, 2019.
- Accurately represent their qualifications, specialties, and experience on the Platform.
- Refer patients to emergency services or in-person care when clinically appropriate.
7. Privacy & Data Protection
MediLink is committed to protecting your personal and health data. Our data practices are governed by our Privacy Policy, which is incorporated into these Terms by reference.
Health Data
- Your health data is encrypted using 256-bit AES encryption at rest and in transit.
- Health data is only accessible to you and the Healthcare Providers you authorize.
- We do not sell your personal or health data to third parties.
- Data is stored in secure, HIPAA-compliant and GDPR-aligned data centers.
Consent
- By using MediLink, you consent to the collection and processing of your health data as described in our Privacy Policy.
- You may withdraw consent at any time by contacting us, subject to legal retention requirements.
- Consultations may be recorded only with your explicit prior consent.
8. Payments & Billing
Fees
- Consultation fees are displayed clearly before you confirm a booking.
- Fees vary by Healthcare Provider, specialty, consultation type, and duration.
- All fees are quoted in Kenyan Shillings (KES) unless otherwise stated.
Payment Methods
- MediLink accepts M-Pesa, major credit/debit cards, and other approved payment methods.
- Payment is required at the time of booking unless otherwise agreed.
- All transactions are processed through secure, encrypted payment gateways.
Refunds & Cancellations
- Cancellations made at least 2 hours before a scheduled appointment are eligible for a full refund.
- Late cancellations or no-shows may be charged the full consultation fee.
- If a Healthcare Provider cancels, you will receive a full refund or the option to reschedule.
- Refund requests must be submitted within 7 days of the consultation date.
9. Intellectual Property
All content on the MediLink Platform is the exclusive property of MediLink or its licensors and is protected by applicable intellectual property laws.
- You may not copy, reproduce, distribute, or modify any MediLink content without prior written permission.
- The MediLink name, logo, and brand marks are registered trademarks and may not be used without authorization.
- You retain ownership of any health data and personal information you submit to the Platform.
10. Prohibited Conduct
You agree not to engage in any of the following activities:
- Impersonating any person, healthcare provider, or entity, or misrepresenting your identity or qualifications.
- Attempting to gain unauthorized access to other users' accounts, health data, or any part of the Platform's infrastructure.
- Using the Platform to obtain controlled substances, prescriptions, or medical certificates fraudulently.
- Uploading or transmitting malicious code, viruses, or any software designed to disrupt or damage the Platform.
- Harassing, threatening, or abusing Healthcare Providers, MediLink staff, or other users.
- Sharing, selling, or transferring your account to another person.
- Using MediLink for any unlawful purpose or in violation of any applicable laws or regulations.
11. Limitation of Liability
To the fullest extent permitted by applicable law:
- MediLink provides the Platform and its services on an "as is" and "as available" basis without warranties of any kind.
- MediLink does not warrant that the Platform will be uninterrupted, error-free, or free of viruses or other harmful components.
- MediLink is not liable for the medical advice, diagnosis, or treatment provided by Healthcare Providers on the Platform.
- MediLink's total liability to you shall not exceed the amount you paid to MediLink in the 3 months preceding the claim.
Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability. In such cases, MediLink's liability will be limited to the maximum extent permitted by law.
12. Indemnification
You agree to indemnify, defend, and hold harmless MediLink, its officers, directors, employees, partners, and agents from and against any claims, liabilities, damages, losses, and expenses arising out of or in connection with:
- Your use of or inability to use the Platform or services.
- Your violation of these Terms & Conditions.
- Your violation of any applicable law or regulation.
- Any false or inaccurate information you provide on the Platform.
13. Termination
Termination by You
You may close your MediLink account at any time by contacting our support team at support@medilink.com.
Termination by MediLink
MediLink reserves the right to suspend or permanently terminate your account, with or without notice, if:
- You violate any provision of these Terms & Conditions.
- You engage in fraudulent, abusive, or illegal activity on the Platform.
- Your continued use poses a risk to other users, Healthcare Providers, or the Platform's integrity.
- We are required to do so by law or regulatory authority.
14. Governing Law & Dispute Resolution
These Terms & Conditions are governed by and construed in accordance with the laws of the Republic of Kenya.
- Informal Resolution: Contact us at legal@medilink.com to resolve any dispute informally within 30 days.
- Mediation: If informal resolution fails, disputes shall be submitted to mediation in Nairobi, Kenya.
- Arbitration: Unresolved disputes shall be settled by binding arbitration in accordance with the Nairobi Centre for International Arbitration (NCIA) rules.
15. Changes to These Terms
MediLink reserves the right to update or modify these Terms & Conditions at any time. When we make material changes, we will:
- Update the "Last Updated" date at the top of this page.
- Send a notification to your registered email address.
- Display a prominent notice on the Platform for at least 14 days before the changes take effect.