At a glance
Pay only through the Paystack checkout opened from your Fesera account, never share sign-in or payment codes, and report anything unexpected to [email protected].
This overview is a reading aid. The full document follows.Check where you are
Fesera’s public website is fesera.com, the web app is app.fesera.com, the staff workspace is care.fesera.com, and the mobile app is called Fesera. Fesera emails come from fesera.com addresses. If you get an unexpected message claiming to be from Fesera, check it with us at [email protected] before acting on it.
Protect your account and payments
Never share a password, sign-in code, card PIN or one-time payment code. Fesera staff will never ask for them. Pay only through the secure payment-provider checkout opened from Billing in your Fesera account; the provider is identified before payment. Fesera will never ask you to pay into a personal bank account or by a payment link sent in a chat.
A clinic can invite you with a link or a short code. It connects you only after the app shows you the clinic’s name and you confirm it. A code never costs money and never unlocks anything, so treat any request to pay for one as suspicious.
On a shared device, sign out and clear the site data when you finish. The app can keep an offline copy of your programme, which an unlocked device could expose.
Understand your care
Your physiotherapist, at Fesera or at the clinic you connected to, is responsible for your assessment, treatment and reviews. Pain flags and progression suggestions in the app support their decisions; they are not emergency alerts. Response times and appointment availability are explained in your care plan. If an instruction in the app feels unsafe or unexpected, stop and ask your physiotherapist.
Lóre is an AI assistant, not a clinician. It is always labelled as AI, it can make mistakes, and it is not for emergencies. If a Lóre reply seems wrong or unsafe, do not follow it, and tell your physiotherapist.
Messages, voice notes and calls
Use your care thread for your own care, and avoid sending other people’s information. Voice notes are removed automatically 30 days after they are sent, unless your physiotherapist keeps the note in your record or a hold applies; our Privacy policy explains this. Video calls run through our video provider using your device’s camera and microphone, and Fesera does not record them. If anyone proposes recording a session, ask why, who will see it and how long it will be kept before agreeing.
Report a problem
Report impersonation, abusive messages, a harmful or wrong AI reply, account misuse or a technical problem to [email protected], and suspected exposure of personal information to [email protected]. Include roughly when it happened and which feature was involved, but not passwords, codes, card details or unnecessary health information. You may report a security vulnerability privately; please do not access other people’s information to prove it.
We review every report, act to stop misuse and keep the evidence needed. You can contact the Nigeria Data Protection Commission or the Medical Rehabilitation Therapists Board of Nigeria directly at any time.
Data protection credentials
Fesera holds a Nigeria Data Protection Commission certificate; the NDPC logo in our footer links here. It shows our data protection registration, not clinical suitability, and your physiotherapist remains responsible for your care.
Our safeguards include verified sign-in, per-episode access checks, clinical audit logs, private storage for voice notes and attachments, and automatic 30-day removal of voice notes that are not kept in the clinical record. Supplier agreements and transfer assessments are part of our privacy programme; their current status can be requested from [email protected]. We do not claim ISO certification, independent penetration testing or HIPAA status.