At a glance
A care request does not commit you to paid treatment. Your price and service terms are confirmed before payment; contact support to cancel, reschedule or request a refund. A monthly fee alone does not authorise recurring charges.
This overview is a reading aid. The full document follows.The platform and your care provider
Fesera Health Technologies Ltd operates Fesera and provides physiotherapy through Fesera Care. Fesera is responsible for care it accepts and delivers through its treating physiotherapists. If you receive care through an independent physiotherapist, clinic or hospital using Fesera, the provider named for your episode is responsible for the clinical care it delivers. A provider account, listing or invitation is not itself a guarantee of professional registration or suitability.
Creating an account, submitting a care request or connecting to a provider does not by itself start treatment or guarantee acceptance. Assessment, informed clinical consent and any agreed service arrangements remain separate. Sending a request does not commit you to ongoing paid care.
Eligibility and account security
Current self-service flows are intended for adults aged 18 and over. Give accurate information, use your own account, protect passwords and verification codes, and tell us promptly about unauthorised access. Do not impersonate another person or share clinician access. Provider organisations must authorise their personnel and promptly remove access when a role ends.
Clinical scope and emergencies
Fesera supports physiotherapy care plans, communication and progress tracking. The app’s educational content, pain signals and exercise progression rules supplement professional assessment; they are not emergency monitoring, a medical diagnosis or a guarantee of recovery.
Do not wait for an app message if you have an emergency. Contact local emergency services or attend an appropriate hospital. Stop an exercise and contact your treating clinician if it causes concerning symptoms or your condition changes. Remote care may require referral or an in-person examination.
Provider responsibilities
Providers must maintain the registration, competence, insurance and permissions required for their practice; explain treatment, obtain appropriate consent, keep accurate records, respond according to agreed availability and arrange suitable referrals. Each provider must explain its fees, complaints route, privacy role and record-retention requirements.
Use only records you are authorised to access. Do not copy patient records into unapproved email, public repositories or external AI tools. Organisations using Fesera need an appropriate written data-processing arrangement and their own staff training and access supervision.
Payments, subscriptions and cancellations
Current Fesera Care fees and inclusions are shown on the patient fees page. Assessment is separate from ongoing care unless your offer expressly includes both. Before payment, your offer must identify the responsible provider, service, total price including any additional charges, service dates, inclusions, and cancellation, rescheduling and refund arrangements. Tell us if an offer differs from the advertised price so the difference can be resolved before you pay. An independent provider may charge separately from any Fesera platform fee.
A monthly price describes a service period; it does not by itself authorise an automatic charge. Ongoing care and any renewal require the arrangements presented and agreed before purchase. Any automatic-renewal offer must explain the amount, billing dates, how to stop renewal and when cancellation takes effect, and obtain your authorisation before recurring charges begin.
To cancel, reschedule or request a refund for Fesera Care, email [email protected] with your booking or payment reference and the change you need. Do not include card details or unnecessary health information. Any notice period, missed-appointment rule or proposed cancellation charge must be explained before payment. Applicable rights to reasonably cancel advance bookings and receive refunds, subject only to lawful reasonable charges, remain unaffected.
If Fesera cannot supply a paid service as agreed, contact [email protected] to arrange an alternative you accept or a refund for the service not supplied, consistent with applicable consumer rights. A completed assessment does not guarantee that remote treatment will be suitable; your clinician will explain any recommended referral or in-person review. Contact the responsible independent provider about its charges, with Fesera support available for platform or payment-reference problems.
Use the official checkout or payment instructions verified with your provider. Cancellation and account closure are separate: cancelling care does not automatically erase clinical or payment records, and deleting the app or signing out is not a cancellation request.
Your records and submitted content
You retain your rights in the personal information you submit. You permit Fesera to process and display it only as necessary for the requested service, authorised care, security and lawful obligations described in the Privacy notice and provider instructions.
Do not upload material you are not authorised to share. Fesera’s software and original educational materials are protected by applicable intellectual-property law. You may use supplied materials for your own care; do not resell or redistribute them without permission.
Acceptable use and access restrictions
Do not harass others, access another patient’s episode, misuse invitations, scrape clinical records, evade security controls, upload malicious material or use the platform for unlawful activity. We may restrict access to contain misuse or a security incident, with an explanation where lawful and appropriate.
Where clinically relevant, providers should arrange continuity of care and access to required records if access is suspended or service ends. Closing an account does not automatically erase the clinical history.
Availability and responsibility
Connectivity, maintenance and supplier outages can interrupt service. Keep necessary care instructions available through an agreed alternative when the app cannot be used. Offline records may be outdated and pending entries are not confirmed until they synchronise.
We do not guarantee a particular clinical result or uninterrupted availability. Each party remains responsible for its own obligations. Nothing in these terms excludes liability or limits consumer, clinical, privacy, complaint or court rights that cannot lawfully be excluded.
Privacy, disputes and changes
Read the Privacy notice and Cookies and device storage notice. Acceptance of these terms is separate from consent required for treatment or optional processing.
Contact [email protected] for platform or billing concerns and your provider for clinical concerns. You may approach the NDPC for privacy matters and the relevant professional regulator for clinical conduct. Nigerian law governs these terms, subject to mandatory rights and jurisdiction that also apply. We will identify material changes and obtain fresh agreement or consent where required; publication alone is not new consent for a new use of sensitive data.