Terms of Service

Welcome to Nafara. These Terms of Service (“Terms”) are an agreement between you and Nafara Health Technologies Limited (“Nafara”, “we”, “us”). They explain the rules that apply when you use our website, mobile experience, and services to find, book, and pay for physiotherapy sessions in Nigeria.

By creating an account, submitting a care request, or booking a session, you agree to these Terms. If you do not agree with any part of them, please do not use the platform.

Nafara is a marketplace that connects patients with licensed physiotherapists. We handle discovery, booking, scheduling, and payments. We are not a hospital, clinic, or medical practice, and we do not provide physiotherapy or any medical treatment ourselves.

The physiotherapy services you receive are provided directly by the independent practitioner you book. Clinical decisions about your care rest with that practitioner. If you have an emergency or a condition that needs urgent attention, please go to the nearest hospital — Nafara is not for emergencies.

You must be at least 18 years old to create an account. You may book sessions for a child or dependant in your care, but the account holder remains responsible for the booking.

Keep your login details safe. You are responsible for everything done through your account. If you suspect someone else has access to it, change your password and contact us straight away. Please make sure the phone number and email on your profile are current — we use them to confirm bookings and send important updates.

Every physiotherapist on Nafara is required to provide a valid licence number from the Medical Rehabilitation Therapists (Registration) Board of Nigeria (MRTB) before they can appear on the platform. We check the details provided against available records at the point of onboarding and may re-check from time to time.

However, verification is a point-in-time check. Nafara does not employ practitioners and cannot guarantee the ongoing status of any licence, nor the quality or outcome of any treatment. The “MRTB verified” badge means the practitioner passed our verification checks at onboarding — it is not a warranty of clinical results. You are encouraged to confirm any practitioner’s registration independently with the MRTB if you wish.

When you book a session, you choose a service, a session type (clinic visit or home visit), and a time slot from the practitioner’s live availability. A booking is only confirmed once your online payment (full payment for clinic visits, or deposit for home visits) is successful and you receive a confirmation.

Slots are offered on a first-come, first-served basis. If a slot becomes unavailable before your payment completes, we will ask you to pick another time and you will not be charged for the failed booking.

Please arrive (or be available at home) on time. Practitioners may treat lateness beyond a reasonable period as a no-show, in line with the cancellation policy below.

All prices are shown in Nigerian Naira and are set by each practitioner for each service. The price you see at checkout — including any platform fee — is the total you will pay.

Clinic visits: you pay the full amount online by card or bank transfer when you book.

Home visits: you pay a deposit online to secure the booking, and settle the remaining balance in cash directly with the practitioner on the day of the session. The exact deposit and cash balance are shown clearly before you confirm. Please have the cash balance ready — repeated failure to settle the balance may lead to account restrictions.

Online payments are processed by licensed third-party payment providers. Nafara does not store your full card details.

Free cancellation up to 24 hours before your session. If you cancel at least 24 hours before the scheduled start time, you will receive a full refund of any amount paid online (full payment or deposit), normally within 5–10 business days depending on your bank.

If you cancel less than 24 hours before the session, or you do not show up, a cancellation fee may apply and your deposit may not be refundable. This is fair to practitioners who have reserved that time for you.

If the practitioner cancels, you will receive a full refund of all amounts paid online, and we will help you rebook with the same or another practitioner where possible.

Either you or your practitioner can propose a new time for a pending or confirmed booking, subject to the practitioner’s availability. A reschedule only takes effect once the other party accepts it. If a proposed time is declined, the booking keeps its original time. Rescheduling does not change the amount you pay.

If you are not sure which physiotherapist to choose, you can submit a care request describing your condition and preferences. Our team will review it and suggest a suitable, verified practitioner. A match is a recommendation only — you are free to accept it, book someone else, or cancel the request. No payment is taken until you make an actual booking.

Only patients who completed a booking through Nafara can leave a review for that booking, and each booking can be reviewed once. This keeps ratings honest and useful.

Reviews must be truthful and based on your own experience. We may remove reviews that contain abusive or discriminatory language, personal data of others, advertising, content unrelated to the session, or anything unlawful. Practitioners may post a public reply to a review. We do not edit review scores, and practitioners cannot pay to remove genuine negative reviews.

When using Nafara, you agree not to:

• provide false information or impersonate another person;
• book sessions you do not intend to attend;
• contact practitioners through the platform and then take the booking and payment off-platform to avoid fees;
• harass, threaten, or abuse practitioners, patients, or our staff;
• scrape, copy, or interfere with the platform or its security; or
• use the platform for anything unlawful.

We may suspend or close accounts that break these rules, with refunds handled according to the cancellation policy and applicable law.

We work hard to keep the platform accurate, secure, and available, but we cannot promise it will always be error-free or uninterrupted. To the fullest extent permitted by Nigerian law, Nafara is not liable for the acts or omissions of independent practitioners, for clinical outcomes, or for indirect or consequential losses. Nothing in these Terms excludes liability that cannot be excluded by law, including liability for death or personal injury caused by our own negligence.

If something goes wrong, please contact our support team first at support@nafara.ng — most issues are resolved quickly. These Terms are governed by the laws of the Federal Republic of Nigeria, and any dispute that cannot be settled amicably will be subject to the jurisdiction of the Nigerian courts.

We may update these Terms from time to time, for example when we launch new features or when the law changes. If a change is significant, we will notify you by email, SMS, or an in-app notice before it takes effect. Continuing to use Nafara after a change means you accept the updated Terms.

Questions about these Terms? Reach us at support@nafara.ng or write to Nafara Health Technologies Limited, Lagos, Nigeria.