Terms of Service

Effective date: 10 March 2026 Version: 2.0 Published by: NASIHA DIGITAL HUB Registered office: Hananasif, Kinondoni Makaburini, Dar Es Salaam, United Republic of Tanzania

Welcome, and thank you for installing Naseeha. These terms explain what you're agreeing to when you use our app or our website, and what you can expect from us in return. The short version is this: we connect you with licensed Tanzanian doctors for video and chat consultations. We handle the booking, the payment, and the plumbing. The doctor provides the actual medical care. If something goes wrong, email us at support@nasihatz.org or call +255 655 178 217 — we're a small team based in Dar es Salaam and we read every message that comes in.

These terms, together with our Privacy Policy, form the binding agreement between you and NASIHA DIGITAL HUB (the Tanzanian company that operates Naseeha, and the entity we mean whenever we write "we", "us", "our", or "Naseeha" below). You can read this whole document in about fifteen minutes, and we recommend that you do. If any part is unclear, write to us before you sign up — we would rather answer a question now than argue about interpretation later.

By tapping "I agree" during sign-up, by opening the app after these terms take effect, or by booking a consultation, you confirm that you have read these terms, you understand them, and you accept them. The Electronic Transactions Act, 2015 (Cap. 442) lets us treat that kind of clickwrap consent as a binding contract under Tanzanian law, and we rely on it. If you do not accept these terms, please do not use Naseeha. Delete the app from your phone, close the browser tab, and you and we will have no agreement — simple as that.

1. Who we are and what this is

"Naseeha", "we", "us", and "our" all refer to NASIHA DIGITAL HUB, a limited liability company incorporated in the United Republic of Tanzania. Our registered office is in Dar es Salaam at the address on the cover of this document. You can reach us at support@nasihatz.org or on +255 655 178 217 during business hours, East Africa Time. For data protection matters specifically, write to our Data Protection Officer at dpo@nasihatz.org — see Section 4 of our Privacy Policy for how the DPO handles requests.

Naseeha is a telemedicine platform. We are not a hospital, clinic, pharmacy, insurer, or medical practice. What we do is operate software — a mobile app, a website, and the servers behind them — that lets you find a doctor registered in Tanzania, book a consultation with that doctor, speak to them by video or text, pay for the consultation in Tanzanian shillings, and keep a secure record of what was said and what was recommended. The medical care itself is provided by the doctor, not by us. We verify that every doctor on the platform holds a current licence from the Medical Council of Tanganyika (the statutory body that regulates medical practice in mainland Tanzania under the Medical, Dental and Allied Health Professionals Act, 2017) before activating their account, but once you are in a consultation with a doctor, you are in a doctor-patient relationship with that doctor as an individual professional — not with Naseeha as a company.

This distinction matters in three practical ways. First, if you have a complaint about the clinical advice a doctor gave you, we will help you raise it with the doctor and, where appropriate, with the Medical Council of Tanganyika, but the clinical responsibility sits with the doctor and their professional indemnity, not with us. Second, any prescription the doctor writes is issued by the doctor in their professional capacity — Naseeha does not prescribe medication and does not verify or second-guess a doctor's prescribing decisions. Third, the doctor's professional duty of confidentiality runs between them and you. Our duty as the platform operator runs under the Personal Data Protection Act, 2022 (which we explain in detail in our Privacy Policy), and the two regimes sit alongside each other.

2. Not for emergencies

If you think you might be having a medical emergency, close this app, and call 112 or go to the nearest hospital immediately. Do not wait for a doctor to accept your consultation request. Do not send a chat message and wait for a reply. Do not rely on Naseeha during a life-threatening situation of any kind.

We say this because telemedicine has real limits and we want you to understand them before you start using the service, not because we are trying to dodge responsibility. A video call or a chat message cannot replace an ambulance, an emergency room, a nurse taking your blood pressure, or a doctor physically examining you. If your symptoms include any of the following — severe chest pain, difficulty breathing, sudden weakness on one side of the body, uncontrolled bleeding, loss of consciousness, seizures, severe allergic reactions, signs of stroke (facial droop, slurred speech, arm weakness), severe abdominal pain, thoughts of harming yourself or someone else, or anything else that feels urgent and dangerous — please do not book a consultation and wait for a doctor to accept. Call 112. Go in person. Every minute matters in those situations, and Naseeha is not built for minutes.

A doctor on the platform may, at their discretion, respond to an urgent message outside a booked consultation if they happen to be online and available, but you must not rely on Naseeha as your emergency medical service, and nothing in this agreement or in any of our public materials creates a legal obligation for us or for any doctor to respond within any particular time or at all outside a booked consultation slot.

3. Your account

3.1 Who can create an account

You must be at least 18 years old to create a Naseeha account for yourself and book a consultation in your own name. If you are younger than 18, a parent or legal guardian must register on your behalf and give written consent before you can receive any medical consultation through Naseeha. We didn't invent this rule to make life harder. It is a legal requirement under Section 30(4) of the Personal Data Protection Act, 2022 (Act No. 11 of 2022), which treats information about minors as sensitive personal data that requires explicit consent from a parent, guardian, or other legally authorised representative before any processing can take place.

When a parent or guardian registers on behalf of a minor, the parent or guardian is responsible for the account, for every consultation booked under it, and for every interaction the minor has with a doctor on the platform. The parent or guardian must be available during any scheduled consultation involving a minor younger than 13, and we reserve the right to require proof of the parental or guardian relationship before activating an account registered in a minor's name.

You must also be legally capable of entering into a contract under Tanzanian law. If a court has determined that you lack that capacity, you should not use Naseeha unless your legally appointed representative uses the service on your behalf.

3.2 Your registration details

You agree to give us accurate, current, and complete information when you create your account — your full legal name, a phone number you actually use, an email address you can access, your date of birth, and such other identifying details as we reasonably require. You also agree to keep this information up to date. We rely on it to match you with the right doctor, to verify your identity when you log in, to send you appointment reminders, to send one-time passwords, to process refunds, and to help the Medical Council of Tanganyika or another competent authority contact you if anything ever comes up about a consultation you were part of.

If you give us false information — whether a fake name, a phone number that belongs to someone else, a date of birth you invented, or medical history that is not yours — we may suspend or terminate your account without notice, and where the falsification is material (for example, impersonating another person to obtain a prescription in their name) we may report the matter to the Tanzania Police Force and to the Medical Council of Tanganyika. False statements made during account registration may also constitute offences under the Cybercrimes Act, 2015 (Act No. 14 of 2015) and the Penal Code.

3.3 Account security is your responsibility

You are responsible for keeping your account credentials safe. That means your password, the one-time passwords we send to your phone, the device on which you are logged in, and the biometric data (fingerprint or face) you may use for quick login. Do not share any of these with anyone, including other family members, household staff, or people who claim to work for Naseeha. We will never ask you for your password. We will never ask you to read out a one-time password over the phone. If someone does, they are trying to defraud you — hang up and report it to us.

If you suspect that somebody else has obtained access to your account, change your password immediately from inside the app and email us at support@nasihatz.org within 24 hours of noticing the problem. We will lock the account, review the login history, and help you recover control. Until you notify us, you are responsible for everything that happens under your account, including bookings, payments, and any personal or medical information that may be accessed. This is not because we want to leave you exposed to fraud; it is because we have no way of knowing that an account has been compromised until the real account holder tells us.

3.4 One person, one account

Naseeha is designed for a single real human being per account. Do not create multiple accounts for yourself. Do not create accounts for other people without their knowledge. Do not use a pseudonym, a nickname, or a "professional" alias — use your legal name as it appears on your national ID or passport. If we discover that you are operating multiple accounts, we may consolidate them, suspend all of them, or refer the matter for investigation depending on what you appear to have been doing.

Doctors who use the platform to provide care are subject to a separate agreement with us, the Doctor Provider Agreement, which we enter into with each doctor individually before activating their provider account. Those terms sit alongside these terms, not inside them.

4. How booking a consultation works

4.1 Finding a doctor and reserving a slot

You search for a doctor by specialty, availability, or name. When you select a time slot you want, Naseeha reserves that slot for you for twenty minutes, which gives you time to review the booking details and pay without someone else grabbing the same slot in the meantime. If you do not complete payment within that twenty-minute window, the reservation expires automatically and the slot becomes available to the next patient. No hard feelings — just book again when you're ready.

Naseeha will confirm the booking once three things have happened: (i) you have completed payment, (ii) the slot is still available at the time your payment clears, and (iii) the doctor has accepted the booking request. You will see the confirmation in the app, and we will send you a push notification and, where applicable, an SMS to the phone number on your account. If any of those three things does not happen, the booking does not go through, and we will refund the payment to your Naseeha wallet automatically. See Section 6 for the refund mechanics.

4.2 What a consultation actually includes

When you book a consultation on Naseeha, you are buying the following:

A scheduled block of time with a specific doctor, usually between 15 and 30 minutes depending on what that doctor offers and how long your booking requests.
A secure audio, video, or chat channel that you and the doctor can use to communicate during that block.
The doctor's professional opinion about your symptoms, based on what they can see and hear through the connection and on what you tell them.
A written record of the consultation stored in your Naseeha account under your health records, which you can view, download, or share with another provider later.
A digital prescription, referral letter, or lab request at the doctor's clinical discretion — meaning the doctor decides whether to issue one, and the doctor may refuse to prescribe a particular medication if doing so would not be safe without examining you in person or running tests.

What you are not buying is any of the following, no matter what you or anyone else might wish:

A guarantee of any particular diagnosis, outcome, or interpretation of your symptoms.
A prescription for a specific drug you have already decided you want. The doctor is not obligated to write a prescription just because you paid for a consultation, and they will not do so if it would be unsafe or unethical.
Unlimited access to the doctor before, after, or between consultations. A booking covers the scheduled time, not ongoing availability.
A substitute for in-person medical examination when the doctor determines that in-person care is needed. If the doctor tells you to go to a hospital or to see a specialist face-to-face, that is a clinical judgement that you should follow, and it does not entitle you to a refund of the consultation fee — the consultation happened and the doctor did their job.
Emergency medical care of any kind (see Section 2).

4.3 Cancellations, rescheduling, and no-shows

You can cancel for a full refund before a doctor accepts your booking. Once a doctor accepts your booking, you enter a 5-minute grace period during which you can still cancel with no penalty. Beyond that grace period but more than two hours before the scheduled start, you may cancel and request a refund; most of the time we will process it, but we reserve the right to deduct a small administrative fee in cases where we've already begun preparing the doctor or allocated resources to your booking.

Cancellations within two hours of the scheduled consultation are generally non-refundable because the doctor has blocked that time for you and cannot easily fill the slot. If you have a genuine emergency or an unavoidable conflict, email us at support@nasihatz.org with the details and we will review each case on its facts. We are human beings; we understand that life happens. But please do not assume that a late cancellation will be refunded by default — it will not.

If the doctor cancels, for any reason, you receive a full refund to your Naseeha wallet automatically, typically within 24 hours of the cancellation. If the doctor does not show up at the scheduled time (a "no-show"), you receive a full refund to your wallet and the doctor is flagged on our internal quality system. If a doctor repeatedly no-shows, we suspend or remove their account.

If you do not show up at the scheduled time without cancelling, the consultation is forfeit and you are not entitled to a refund. The doctor still receives payment for the time they blocked for you, minus the platform fee.

Rescheduling is different from cancellation. You can reschedule an existing booking to a new slot with the same doctor, subject to that doctor's availability, and your original payment transfers to the new booking. Rescheduling must happen at least two hours before the original start time.

5. Payments, the wallet, and doctor earnings

5.1 Fees and currency

Every consultation is priced in Tanzanian shillings (TZS), and the fee is shown clearly before you confirm the booking. Prices vary by doctor, specialty, and consultation type — a general practitioner offering a 15-minute chat consultation may charge less than a cardiologist offering a 30-minute video consultation with a report. We do not hide fees. You will see the full amount payable, including any platform service fee, before you tap to pay. If you are ever shown one figure and charged another, that is a bug and we want to know about it — email us a screenshot at support@nasihatz.org.

We may change consultation prices at any time, and doctors may change their own prices from time to time, but no price change will apply retroactively to a booking you have already confirmed. Whatever you saw and agreed to at the moment you booked is the price you pay for that booking.

5.2 How you pay

You can pay for a consultation using any of the following methods, provided they are available in your region and working at the time:

Mobile money — M-Pesa (Vodacom), Tigo Pesa, Airtel Money, HaloPesa, and AzamPesa. Payments are processed through our payment gateway partner AzamPay, which is licensed by the Bank of Tanzania. You enter the phone number registered to your mobile money account, tap pay, and authorise the payment on your phone when the push prompt arrives.
Your Naseeha wallet, if the wallet balance is sufficient. See Section 5.3 below.
Additional payment methods that we may enable in the future, including payment card (Visa and Mastercard) through AzamPay's hosted checkout flow. When we enable a new method, we will announce it in the app and, where legally required, amend these terms.

We do not store your card details, your mobile money PIN, your bank account login, or any other authentication credential for your payment methods. That information is handled by AzamPay and by the mobile network operators under their own security requirements, which are separately regulated by the Bank of Tanzania. If you ever see a screen inside Naseeha asking for your M-Pesa PIN, close the app immediately — that is a phishing attempt, not our real screen, and you should report it to us straight away.

5.3 The Naseeha wallet

Naseeha includes a wallet feature that holds a TZS balance associated with your account. You can use wallet balance to pay for consultations without going through mobile money each time. Refunds are credited to the wallet by default, because that is the fastest path — crediting the original payment method typically takes one to five business days through the mobile money networks, while crediting the wallet is instant.

At the time these terms take effect, Naseeha does not offer wallet top-up by the patient. That may change in a future release — we have the infrastructure ready — and if we enable it, the same payment methods listed in Section 5.2 will apply. We reserve the right to set minimum and maximum top-up amounts, transaction limits, daily and monthly caps, and reasonable transaction fees for wallet operations. We also reserve the right to decline any top-up we consider suspicious for fraud prevention or anti-money-laundering reasons; where we do, we will explain why in the app when it is lawful to do so.

Wallet balances do not expire as long as your account is active and in good standing. Wallet balances do not earn interest, are not a bank deposit, are not protected by the Deposit Insurance Board, and should not be treated as a savings account. Naseeha is not a licensed financial institution and does not offer banking services.

5.4 Doctor earnings and platform fees

Doctors earn their portion of each completed consultation fee after the consultation has taken place. Naseeha retains a platform service fee of up to 25% of the consultation fee, which funds the development, hosting, payment processing, doctor verification, customer support, and regulatory compliance that makes the platform possible. The exact percentage applied to any given doctor is set out in that doctor's Doctor Provider Agreement with us. For patients, the platform fee is already included in the price you see before booking — you never pay the platform fee on top of what the doctor displays.

Doctors may withdraw their accumulated earnings subject to the minimum withdrawal amount, the daily withdrawal limit, the supported payout methods, and the processing time we specify inside the doctor dashboard. Withdrawals are processed to a mobile money account held in the doctor's own name. Naseeha is not responsible for delays caused by the payout network, the receiving mobile money operator, or the doctor's own account issues.

5.5 Failed payments, chargebacks, and fraud

If a payment fails, we will show you a clear error message explaining what went wrong and how to retry. Common reasons include insufficient balance in the mobile money account, the phone number not being registered for that specific mobile money service, declining the payment on your phone when the prompt arrived, or a temporary issue with the network. Failed payments do not create a charge — you will not be debited for a payment that does not complete successfully.

If we determine that a payment was fraudulent, that your account was being used to commit fraud against us or against a doctor, that you attempted to reverse a payment you legitimately owed (a "chargeback" in card terminology), or that you have otherwise misused the payment system, we may suspend your account, freeze your wallet balance, and pursue civil or criminal remedies under Tanzanian law. We also reserve the right to share relevant information with law enforcement, with AzamPay, and with the mobile money operators as part of their fraud prevention processes.

6. Refunds and disputes over charges

6.1 How refunds work

Refunds under these terms go to your Naseeha wallet by default. From the wallet, you can apply the refund to a future consultation. If you want the refund transferred back to your mobile money account rather than held as wallet balance, you can request that through the wallet screen, subject to the same minimum amounts and processing fees that apply to patient withdrawals where enabled, or by writing to support@nasihatz.org. Not every refund is eligible for cash-out — refunds of amounts below the processing fee, for example, will remain in the wallet.

Refund timing depends on the cause. Automatic refunds for doctor cancellations, doctor no-shows, and confirmed platform failures are credited to your wallet within 24 hours and usually much faster. Refunds that require review by our support team — for example, a disputed late cancellation or a "the doctor didn't solve my problem" complaint — can take up to 14 days while we investigate, speak to the doctor if needed, and reach a decision.

6.2 Our decision is final, except where the law says otherwise

We take refund disputes seriously and we investigate them fairly. We also recognise that, in a population of thousands of patients and hundreds of doctors, a small number of people will try to obtain refunds they are not entitled to. To protect the integrity of the platform and the earnings of honest doctors, our decision on a refund request is final as between you and us, except where Tanzanian consumer protection law entitles you to a different outcome. Nothing in this paragraph limits any non-waivable rights you have under the Fair Competition Act, 2003 or any other law that protects consumers.

If you genuinely believe we have got a refund decision wrong, you can escalate the matter through the dispute resolution process in Section 15. Please do not simply call your mobile money operator and try to reverse the charge — that is treated as a chargeback, and repeated chargebacks against Naseeha are grounds for immediate account termination and for us to seek damages against you under Tanzanian contract law.

7. Your content, your medical information, and the licence you grant us

7.1 You still own your stuff

Everything you upload to Naseeha — your profile photo, the medical documents you attach to a consultation, the symptoms and history you type into the chat, the photographs of a rash or wound you send to a doctor, your prescription images, your lab results — remains yours. We do not claim ownership of your medical information, and we do not sell it. Your name, your face, your body, your story are yours.

7.2 But we need permission to use it to run the service

For Naseeha to work at all, we need a limited licence from you to store your content, transmit it between you and the doctor, display it inside the app, include it in the written record of the consultation, back it up for disaster recovery, and process it through the third-party services we use to deliver the platform (see our Privacy Policy for the categories of services). By uploading or entering content into Naseeha, you grant us a non-exclusive, royalty-free, worldwide licence to do those things, for as long as your account exists and to the extent reasonably necessary to deliver the service and to comply with our legal and regulatory obligations. This licence ends when you delete your account, except where we are required to keep certain records for longer under Tanzanian law or under the professional record-keeping requirements of the Medical Council of Tanganyika.

We will never use your medical information for advertising. We will never share it with advertisers, data brokers, insurers who are not already your insurer, employers, or anyone else who is not part of the delivery of the service to you. If we ever use anonymised or aggregated data to understand how the platform is being used or to improve our algorithms, that data will not identify you personally and cannot be linked back to you.

7.3 Recording and transcribing consultations

Some consultations may be recorded or automatically transcribed to support clinical care, quality assurance, and your own record. Recording only happens with the explicit consent of both you and the doctor, shown as a clear notification before the recording starts, and you can decline — the consultation continues without recording, and the doctor will rely on written notes as usual.

Recordings are stored securely, access is restricted to you, the treating doctor, and a small number of authorised staff who need access for a specific purpose (for example, investigating a complaint or responding to a court order), and we do not publish them, share them publicly, or use them for marketing. You can request a copy of any recording we hold about you by emailing our DPO at dpo@nasihatz.org, and you can request deletion of a recording subject to the retention rules in our Privacy Policy and any overriding legal obligations.

7.4 User reviews and ratings

You may be asked to rate a doctor after a consultation. Your rating and any comments you write are your own opinion, and we treat them as such, but we reserve the right to remove reviews that are abusive, defamatory, fraudulent, impersonating someone else, or designed to extort a refund from the doctor. Removing an abusive review is not censorship; it is moderation, and it is necessary to protect the doctor's livelihood against bad-faith harassment. If we remove a review, we will usually tell you why.

8. Acceptable use

You agree to use Naseeha only for lawful purposes, in good faith, and in a way that respects other users, our doctors, our staff, and the platform itself. In particular, you will not:

Use Naseeha for any purpose that is illegal under the laws of the United Republic of Tanzania, including the Penal Code, the Cybercrimes Act, 2015, and the Electronic and Postal Communications Act, 2010.
Attempt to obtain a prescription for a controlled substance under false pretences, including by exaggerating or inventing symptoms, by impersonating another person, or by seeking prescriptions from multiple doctors on the platform for the same condition at the same time (a practice known as "doctor shopping").
Harass, threaten, intimidate, insult, or otherwise mistreat any doctor, patient, or member of our staff through the chat, video, email, phone, or any other communication channel we operate.
Record a consultation without the doctor's explicit consent. Doctors have the same right to privacy and to control over their image that you do, and secretly recording a professional consultation violates that right and may also be unlawful.
Upload malware, exploit code, or any file or payload designed to interfere with the operation of the platform, to damage our infrastructure, to steal data, or to gain unauthorised access to any account other than your own.
Scrape, crawl, reverse-engineer, decompile, or otherwise attempt to extract the source code, the data, or the intellectual property of the platform beyond what is strictly needed for you to use Naseeha as a patient.
Use Naseeha to send spam, chain messages, unsolicited marketing, or other bulk communications of any kind.
Attempt to circumvent any security control, rate limit, payment obligation, access restriction, content moderation decision, or geographic restriction we have put in place.
Create more than one account for yourself, share an account with another person, or give anyone else your login credentials.
Upload content that infringes somebody else's intellectual property, privacy, or dignity, or that would violate the professional code of ethics of the Medical Council of Tanganyika.
Misrepresent yourself as a doctor, as a member of Naseeha staff, as a law enforcement officer, or as any other person or entity you are not.

If you break any of these rules we may, without prior notice, suspend your account, delete the offending content, reverse any credits or wallet balance that resulted from the violation, refuse to return any fees you have already paid, and report the matter to law enforcement or to a regulator. We will normally explain why we have taken action, but for serious violations — especially where fraud, safety, or another user's wellbeing is involved — we may act first and explain later.

9. Intellectual property

9.1 Ours

The Naseeha name, the Naseeha logo, the look and feel of the mobile app and website, the graphics, the icons, the fonts, the design system, the source code of the software, the database schema, the content we have written ourselves, the way the service is organised, and everything else that makes Naseeha what it is — all of that is owned by NASIHA DIGITAL HUB or licensed to us by third parties, and all of it is protected by the Copyright and Neighbouring Rights Act, 1999, by the Trade and Service Marks Act, 1986, by unregistered design rights, by confidential information, and by every other form of intellectual property right that Tanzanian law recognises.

You may not copy, modify, adapt, translate, reverse-engineer, decompile, disassemble, extract, scrape, redistribute, resell, sublicense, or create derivative works based on any of our intellectual property, except where Tanzanian law specifically permits you to do so without our consent (for example, for the limited purposes of security research that does not cause damage, or for the limited copying necessary to operate the app on your own device). If you want to use our logo, our name, or anything else of ours in a context we have not already authorised — a blog post, a conference talk, a media feature, a partnership — write to us at support@nasihatz.org and ask. We are usually happy to grant reasonable requests.

9.2 Third-party components

Naseeha incorporates open-source software components, commercial libraries, and third-party services that are each licensed under their own terms. Nothing in these terms limits your rights under those third-party licences where they apply directly to you (for example, your rights under the Apache 2.0 licence for open-source libraries). A list of the major third-party components we use is available on request by emailing support@nasihatz.org.

9.3 Your feedback belongs to us

If you send us a suggestion, a feature request, a bug report, or any other feedback about how Naseeha should work, we may use that feedback for any purpose, without owing you anything in return. We will not share your identity publicly as the source of a suggestion unless you ask us to, but the idea itself becomes part of how we think about building the platform, and we do not want to be in a position where improving the service based on user feedback puts us in a legal dispute over ownership of ideas. If you have an invention you genuinely want to patent and commercialise, please do not send it to us through support@nasihatz.org; talk to a lawyer first.

10. Availability, changes, and service interruptions

10.1 No uptime guarantee

We make every reasonable effort to keep Naseeha running, but we do not promise any specific level of uptime, performance, or availability. Software sometimes breaks, servers sometimes fail, networks sometimes go down, mobile money operators sometimes have outages, and upstream providers sometimes disappear for a few hours. Your access to Naseeha may be interrupted at any time without notice, and we are not liable for any loss, inconvenience, or consequence you suffer because of such an interruption, except to the limited extent set out in Section 12.

This is not a cop-out. It is an honest acknowledgement of what operating a real-world software service in Tanzania actually involves. We invest in monitoring, backups, redundancy, and incident response, and we generally achieve high availability. But "generally high" is not the same as "always", and we are not going to promise "always" because we cannot deliver it with integrity.

10.2 Maintenance and updates

We may take the platform down for scheduled maintenance from time to time. When we can, we will announce scheduled maintenance in advance through a notice in the app, and we will try to schedule it for times of day when demand is lowest. Some maintenance — particularly security patching and emergency fixes — cannot wait for a polite announcement, and we may take the platform down without notice when we believe that doing so is necessary to protect the platform or its users.

We may push updates to the mobile app through the Apple App Store and Google Play Store. Some updates are optional and let you keep using an older version for a while; others are required and you will need to update before you can continue using Naseeha. Required updates typically deliver security fixes, regulatory compliance changes, or critical bug fixes, and we do not ask you to update unless there is a good reason.

10.3 Changes to the service

Naseeha is a growing platform, and we will add features, remove features, change the way existing features work, change pricing, change doctor availability, change supported payment methods, change supported devices and operating systems, change the geographic regions where the service is available, and generally modify the platform over time. We reserve the right to make any of these changes at any time, with or without notice, for any reason or no reason at all.

Where a change materially affects your rights or obligations under these terms — for example, a significant change to the refund policy, a substantial increase in the platform fee, or a change in governing law — we will give you at least thirty (30) days' notice through the app and by email to the address on your account before the change takes effect. If you do not accept the change, you may terminate your account before the change takes effect and you will not be bound by the new version. If you continue to use Naseeha after the change takes effect, that counts as acceptance of the new version under Section 18.

11. Disclaimers

11.1 "As is" and "as available"

Naseeha is provided "as is" and "as available", with all faults, without warranty of any kind, whether express, implied, statutory, or otherwise. To the maximum extent permitted by Tanzanian law, we expressly disclaim all warranties, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, title, quiet enjoyment, accuracy, completeness, availability, or any warranty arising out of course of dealing or usage of trade.

We do not warrant that Naseeha will meet your requirements, that it will operate without interruption, that it will be error-free, that defects will be corrected, that the information presented through the platform is accurate or up to date, that the servers are free from harmful components, or that any particular doctor will be available at any particular time. You use Naseeha at your own risk.

11.2 No medical warranty

We do not warrant any specific medical outcome. We do not warrant that a consultation will cure you, improve your symptoms, identify your condition correctly, or be the right course of action for your circumstances. Medical decisions are made by the doctor in their professional judgement, and by you in deciding whether to follow the doctor's advice. Naseeha does not participate in those decisions and does not take responsibility for them.

We do not warrant the qualifications, competence, bedside manner, or clinical skill of any individual doctor beyond the fact that we have verified their registration with the Medical Council of Tanganyika before activating their account. Doctors are independent professionals who provide medical services through the platform under their own licence and their own professional indemnity. If you are dissatisfied with the standard of care you received from a doctor on Naseeha, you have the same professional-complaints remedies available to you as any patient in Tanzania would have — you can raise it with us, you can raise it directly with the Medical Council of Tanganyika, and you can pursue any remedy the law otherwise provides.

11.3 Telemedicine is not the same as in-person care

Telemedicine works well for many conditions and poorly for others. A doctor cannot feel your abdomen through a screen. A doctor cannot listen to your heart through a microphone that was not designed for it. A doctor cannot perform a pelvic exam, a rectal exam, an ear exam, or a thorough musculoskeletal exam remotely. A doctor cannot order tests, receive results, and adjust treatment in the same visit in most cases. A doctor cannot treat you if the video connection drops and we cannot reconnect within the scheduled time.

By using Naseeha for a consultation, you acknowledge these limitations. You accept that some conditions will require in-person care to diagnose or treat, and you accept that the doctor's advice may be "go see someone in person", which is not a failure of the consultation — it is the doctor doing their job.

11.4 Third-party services

Naseeha relies on a number of third-party service providers to operate — for hosting, for video connectivity, for payment processing, for push notifications, for SMS and email delivery, for analytics, and for other infrastructure functions. We pick these providers carefully and we require them to meet appropriate security and privacy standards, but they are separately owned businesses and we do not control them. We are not liable for any loss you suffer because of the act or omission of a third-party service provider, except to the extent we are required to be liable under Tanzanian law.

12. Limitation of liability

12.1 The cap

To the maximum extent permitted by Tanzanian law, Naseeha's total aggregate liability to you for any and all claims arising out of or related to your use of the platform, these terms, or any act or omission of Naseeha, shall not exceed the greater of:

TZS 100,000 (one hundred thousand Tanzanian shillings); or
the total amount you actually paid to Naseeha in the three (3) months immediately preceding the event giving rise to the claim.

This cap applies regardless of the legal theory on which the claim is based — contract, tort, negligence, strict liability, statutory duty, or any other basis — and regardless of whether Naseeha has been advised of the possibility of the loss. It applies to all types of loss including direct, indirect, incidental, consequential, special, exemplary, punitive, and moral damages. It applies whether the claim is brought against Naseeha, our directors, our officers, our employees, our contractors, or our affiliates.

12.2 What we will not be liable for, ever (subject to Section 12.3)

Without limiting Section 12.1, we are specifically not liable for any of the following, except to the extent Tanzanian law requires us to be:

Medical outcomes, misdiagnosis, delayed diagnosis, incorrect treatment, or any other clinical result of a consultation with a doctor on the platform. Those are the doctor's responsibility.
Loss of data, loss of profits, loss of revenue, loss of business, loss of goodwill, or loss of anticipated savings.
Events outside our reasonable control, as described in Section 16 (Force majeure).
Acts or omissions of third parties, including mobile network operators, payment processors, hosting providers, video connectivity providers, and users other than you.
Damage caused by your own breach of these terms, your own negligence, or your own deliberate misconduct.
Losses you could have avoided by exercising reasonable care, mitigation, or common sense.
Losses arising from unauthorised access to your account caused by your failure to keep your credentials secure (Section 3.3).

12.3 Carve-outs required by law

Nothing in these terms limits or excludes:

Our liability for death or personal injury caused by our own negligence.
Our liability for fraud or fraudulent misrepresentation by us.
Your non-waivable rights as a consumer under the Fair Competition Act, 2003 or any other Tanzanian consumer protection legislation.
Your rights as a data subject under the Personal Data Protection Act, 2022, which are mandatory and cannot be excluded by contract.
Any other liability that Tanzanian law prohibits us from excluding or limiting.

If any part of this Section 12 is found unenforceable by a competent court or arbitrator, the remaining parts of this section, and of these terms, remain in full force — see Section 19.2 on severability.

13. Indemnification

You agree to defend, indemnify, and hold harmless NASIHA DIGITAL HUB, its directors, officers, employees, contractors, agents, and affiliates, from and against any and all claims, damages, losses, costs, expenses, and liabilities (including reasonable legal fees) that we incur arising out of or in connection with:

your breach of any provision of these terms or of our Privacy Policy;
your violation of any applicable law in your use of Naseeha;
your violation of any third party's rights, including intellectual property rights, privacy rights, or rights of publicity;
any content you upload to or transmit through Naseeha;
any false or misleading information you give us or give to a doctor through the platform;
any claim made by a third party (including a family member, another patient, an insurer, an employer, a parent of a minor who registered under your account, or a regulatory authority) that is based on something you did or failed to do on Naseeha.

We will notify you promptly of any claim we expect you to indemnify, and we reserve the right to take control of the defence of any matter for which you are obligated to indemnify us — at your expense — and you will cooperate with us in that defence. You will not settle any claim that would impose any obligation on us or that would require us to admit wrongdoing, without our prior written consent.

14. Suspension, termination, and account deletion

14.1 By you

You can stop using Naseeha at any time. You can also delete your account directly from inside the app, through Settings → Account → Delete Account, or by going to https://nasihatz.org/account-deletion on the web and completing the deletion request.

When you request deletion, we start a six (6) day grace period during which your account is scheduled for deletion but not yet deleted. During the grace period, you can log back in and cancel the deletion request if you change your mind. At the end of the grace period, we permanently delete your account, your personal information, your health records uploaded by you, your chat messages, and your wallet balance, subject to the exceptions in Section 14.4.

The grace period exists for two reasons. First, it protects you from accidental or coerced deletion — a family member who grabbed your phone, a moment of frustration, a scam call telling you to delete your account, a fight with a doctor you will feel differently about tomorrow. Second, it gives us time to process any pending financial transactions, refund-outs, or legal holds before the data is gone forever.

You cannot recover a deleted account after the grace period ends. We do not keep "deleted" accounts in some hidden archive that we can restore on request. When the six days are up, the data is gone, and if you want to use Naseeha again you will have to register from scratch with a new phone number and email address (see Section 14.4.5 on why we do not let you reuse the same identifiers).

14.2 By us

We can suspend or terminate your account at any time, with or without notice, for any of the following reasons:

You have violated these terms or our Privacy Policy.
You have engaged in fraud, attempted fraud, or any other deceptive conduct against Naseeha, a doctor on the platform, or another patient.
You have harassed, threatened, or mistreated a doctor, a member of our staff, or another user.
You have provided false information in your registration or during a consultation in a material way.
We are required to suspend or terminate your account by a court order, a law enforcement request, a regulatory direction, or another legal obligation.
We reasonably believe that your continued use of Naseeha creates a safety risk to you, to a doctor, to another patient, or to the platform itself.
You have not used Naseeha for a prolonged period (an "inactive account") and we are reclaiming the storage and credentials associated with the account. Before we close an inactive account, we will notify you by email and give you at least thirty (30) days to log in if you want to keep it.
We have decided, for business reasons that we are not obligated to explain, to stop offering the service to you or to a class of users that includes you. This is rare and we will normally explain it, but we reserve the right for cases where explaining would be unwise or legally risky.

Where we suspend rather than terminate, we will normally tell you what you need to do (if anything) to have the suspension lifted. Suspensions are a cooling-off step — they are not a permanent punishment, and we try to use them rather than jumping straight to termination.

14.3 What happens when we terminate

When we terminate your account for any of the reasons above, the following things happen:

You lose access to Naseeha immediately, including your health records inside the app.
We cancel any pending consultation bookings. Refunds for pending bookings follow Section 4.3 and Section 6, meaning that if you violated the terms in a way that caused a doctor to cancel or that caused us to intervene in a booking, you may not receive a refund for the consultation in question.
Your wallet balance, if any, is reviewed. If the termination was for fraud, attempted fraud, or another violation that resulted in money moving improperly, we may retain the balance and apply it toward the losses we have incurred. In all other cases, we return any remaining wallet balance to you within fourteen (14) days of termination, to the mobile money number on file, minus any processing fees.
Your personal information and health records are retained for the minimum period required by law and then deleted, per the retention rules in our Privacy Policy. Specifically, medical consultation records created by a doctor on the platform are retained for up to seven (7) years after termination, because that is consistent with professional record-keeping obligations that apply to the doctor as a licensed health professional.
You remain liable for any amounts you owed us before termination, including unpaid consultation fees, reversed payments, or damages we have suffered because of your breach.

14.4 Data retention after deletion

For clarity, the following categories of data may be retained after you delete your account:

Medical consultation records — up to seven years after deletion, for the reason stated in Section 14.3.
Financial records — the length of time required by the Tanzania Revenue Authority and other financial regulators, typically at least five years.
Fraud-prevention data — indefinitely where we have a legitimate interest in preventing the same person from creating a new account to repeat a fraud. This data is typically limited to hashes of identifiers (phone number, email, device fingerprint) rather than full personal details.
Legal hold data — data subject to a court order, a subpoena, a regulatory investigation, or an anticipated legal claim, for as long as the hold is in place.
Phone number and email identifiers — for a minimum of twelve (12) months after deletion, so that we can prevent the reuse of the same identifiers for a new account by someone else (which would be a security risk to you) or by the same person trying to evade a previous termination.

This retention is fully consistent with our obligations as a data controller under the Personal Data Protection Act, 2022, because the law permits retention for legal compliance, for the establishment or defence of legal claims, for fraud prevention, and for other legitimate interests that are proportionate to the retention period.

15. Governing law and how disputes are resolved

15.1 Governing law

These terms, the Privacy Policy, and any dispute arising out of or in connection with them or your use of Naseeha, are governed by and construed in accordance with the laws of the United Republic of Tanzania, without regard to any choice-of-law or conflict-of-law principles that might otherwise apply.

15.2 Informal resolution first

If you have a dispute with us, please email us first at support@nasihatz.org with the subject line "Dispute" and a clear description of what went wrong, what you want us to do about it, and any supporting information. We will respond within seven (7) business days. Most disputes get resolved at this stage, and we would much rather spend a few emails finding a solution than spend months in arbitration or court over something that could have been sorted out by talking.

You agree that you will not commence any formal dispute resolution proceeding — arbitration, mediation, or court litigation — until at least thirty (30) days after you first raised the matter with us informally through the address above, unless doing so would be contrary to a legal right you have as a consumer or would prejudice a claim that you must file within a shorter limitation period.

15.3 Arbitration

If informal resolution does not resolve the dispute within thirty (30) days of your first notice to us, either party may refer the dispute to binding arbitration under the Arbitration Act, Cap. 15 (as in force in the United Republic of Tanzania), with the following specific terms:

The seat of the arbitration is Dar es Salaam, Tanzania.
The arbitration is conducted in English.
A single arbitrator is appointed by the parties' agreement, or failing agreement within fourteen (14) days of notice, by the Tanzania Institute of Arbitrators (TIArb) upon the application of either party.
The arbitrator has the power to award damages, specific performance, declaratory relief, interim measures, and any other remedy a court would have.
The award is final and binding on both parties, subject only to the limited grounds of challenge available under the Arbitration Act.
Each party bears its own costs of the arbitration unless the arbitrator orders otherwise.

We chose arbitration as the first formal step because it is faster, cheaper, and more private than court litigation, all of which matter in a service where medical information may be part of the dispute. Nothing in this section prevents either of us from seeking interim or injunctive relief in the courts of Dar es Salaam where necessary to protect rights that cannot wait for arbitration.

15.4 Courts

If the dispute is not referred to arbitration under Section 15.3, or if arbitration is not available for any reason, the courts of Dar es Salaam, Tanzania shall have exclusive jurisdiction to hear and determine the dispute. You and we each submit to the exclusive jurisdiction of those courts for that purpose.

15.5 Time limit for bringing claims

Any claim you wish to bring against Naseeha arising out of or in connection with your use of the service must be filed within one (1) year of the event giving rise to the claim, or within any longer period required by Tanzanian law that cannot be shortened by contract. Claims filed after this period are permanently barred.

15.6 No class actions

To the maximum extent permitted by Tanzanian law, any dispute you bring against us must be brought in your individual capacity only and not as part of a class action, a collective action, a representative action, or any other proceeding in which you act on behalf of other users. Where Tanzanian law permits a class or representative action that cannot be waived by contract, this section does not apply to that action.

16. Force majeure

We are not liable for any failure or delay in performing our obligations under these terms that is caused by events outside our reasonable control, including but not limited to acts of God, fire, flood, earthquake, pandemic, epidemic, war, invasion, insurrection, terrorist act, civil unrest, strike, lock-out, labour dispute, power failure, internet or telecommunications failure, failure of a mobile network operator, failure of a payment processor, failure of a cloud service provider, cyber-attack, denial-of-service attack, governmental action, court order, regulatory action, a change of law, or any other circumstance that could not have been reasonably anticipated or prevented.

If a force majeure event prevents us from providing the service for more than thirty (30) days, either you or we can terminate these terms immediately by written notice. Termination for force majeure does not create any liability on either side beyond refunding any fees you have paid for services not yet delivered.

17. Notices

17.1 How we will contact you

When we need to contact you — about a booking, about a refund, about a change to these terms, about a security incident, about an appointment reminder, or about anything else — we will do so through one or more of the following channels:

A push notification to your device, where you have accepted push notifications;
An SMS to the phone number on your account;
An email to the address on your account;
A notice or banner inside the app;
A notice on https://nasihatz.org; or
A phone call from +255 655 178 217.

You are responsible for keeping your contact details up to date in your account. If you miss a notice because your phone number or email is out of date, that is not our fault, and we are not liable for any consequences that follow.

17.2 How you should contact us

Unless a particular section of these terms says otherwise, any notice you want to send us — a dispute notice, a request to exercise a data protection right, a termination notice, a change-of-address notice, a complaint — must be sent by email to support@nasihatz.org, with a clear subject line that makes the nature of the notice obvious. For data-protection matters specifically, email dpo@nasihatz.org. For matters involving the Data Protection Officer, the DPO will respond directly.

A notice is treated as received by us on the next business day after you send it, assuming you sent it to the correct address and the email did not bounce.

18. Changes to these terms

We may amend these terms from time to time. We amend them because the law changes, because we add new features, because a court or regulator tells us to, because we have learned from experience that a particular clause needs tightening or softening, or because we have changed our minds about something. You do not get a veto over amendments — that would be impractical for a platform with thousands of users — but you do get notice and a chance to walk away.

When we amend these terms, we will:

Post the new version at https://nasihatz.org/terms-of-service with a new effective date and a version number;
Update the version available inside the app;
Show you a notice inside the app the next time you open it, summarising what changed;
For material changes, email you at the address on your account at least thirty (30) days before the new version takes effect; and
For immaterial changes (fixing typos, clarifying wording, updating contact details), the change takes effect on the date shown at the top of the new version.

If you continue to use Naseeha after the new version takes effect, you are bound by the new version. If you do not agree with the new version, your remedy is to stop using Naseeha and, if you wish, delete your account under Section 14.1. We will not pursue you for any obligation under the new version if you stop using the service before it takes effect.

We keep the previous versions of these terms on file and can provide a copy on request through support@nasihatz.org if you need to see the version that was in effect at the time of a specific event.

19. Miscellaneous

19.1 Entire agreement

These terms, together with our Privacy Policy and any other document they reference, constitute the entire agreement between you and NASEEHA DIGITAL HEALTH LIMITED concerning your use of Naseeha, and they supersede any prior oral, written, or implied agreement, representation, understanding, promise, or assurance concerning the same subject matter. If we told you something about Naseeha in a blog post, a podcast, a sales conversation, a marketing email, or a support chat that does not appear in these terms, that thing is not part of our agreement.

The only exception is a separate written agreement that we and you have both signed and that expressly overrides these terms in whole or in part (for example, a corporate account agreement with an employer offering Naseeha to its staff). In that case, the terms of the separate signed agreement prevail to the extent of any conflict.

19.2 Severability

If any provision of these terms is found by a court or arbitrator of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be severed from these terms, and the remaining provisions shall continue in full force and effect. Where possible, the invalid provision shall be replaced by a valid one that most closely reflects the original intent and the commercial purpose of the severed provision.

19.3 No waiver

If we fail to enforce a right or provision of these terms on one occasion, that is not a waiver of our right to enforce it on another occasion. Waivers are only effective if they are in writing and signed by an authorised representative of Naseeha. A pattern of not enforcing a particular clause does not create a legal obligation on us to keep not enforcing it.

19.4 Assignment

You may not assign, transfer, delegate, or sublicense any of your rights or obligations under these terms to anyone else, whether by operation of law or otherwise, without our prior written consent. Any attempted assignment in violation of this clause is null and void.

We may assign, transfer, delegate, or sublicense any of our rights or obligations under these terms at any time, with or without notice to you, to any entity that acquires Naseeha, that we merge with, that we reorganise into, or that is otherwise our successor or affiliate. Your account and your relationship with Naseeha will continue with the new entity on the same terms.

19.5 Independent contractors

Nothing in these terms creates a partnership, a joint venture, an agency relationship, an employment relationship, or a franchise between you and Naseeha. Doctors on the platform are independent professionals who use Naseeha as infrastructure to deliver their own services — they are not employees, agents, or representatives of Naseeha, and we are not liable for their professional conduct beyond what is stated in these terms.

19.6 Headings and interpretation

The headings in these terms are for convenience only and do not affect the interpretation of any provision. Words in the singular include the plural and vice versa. Words referring to one gender include all genders. "Including" means "including without limitation". "Day" means a calendar day unless the context makes clear that it means a business day. "Business day" means Monday to Friday excluding public holidays in the United Republic of Tanzania.

19.7 Language

These terms are written in English. We may provide translations into Swahili or other languages for the convenience of users who prefer them, but in the event of any conflict or discrepancy between the English version and a translation, the English version prevails.

19.8 Survival

The sections of these terms that by their nature should survive termination — including Sections 7.2 (licence), 9 (intellectual property), 11 (disclaimers), 12 (limitation of liability), 13 (indemnification), 14.4 (data retention), 15 (governing law and dispute resolution), 16 (force majeure), 17 (notices), and 19 (miscellaneous) — shall survive any termination of these terms or of your account.

19.9 Relationship with the Privacy Policy

Our Privacy Policy forms part of this agreement, and you should read it alongside these terms. Where there is any inconsistency between these terms and the Privacy Policy on a matter of data protection or personal information handling, the Privacy Policy prevails for that specific matter, because it is drafted to be consistent with the Personal Data Protection Act, 2022. On all other matters, these terms prevail.

20. Contact us

For anything covered by these terms, write to us at:

NASIHA DIGITAL HUB Hananasif, Kinondoni Makaburini, Dar Es Salaam, United Republic of Tanzania

General support and disputes: support@nasihatz.org
Data Protection Officer: dpo@nasihatz.org
Phone: +255 655 178 217 (business hours, East Africa Time)
Website: https://nasihatz.org

We read every message we receive. If you send an email and don't hear back within seven business days, please follow up — something may have been lost in the inbox. We are a small team and we care about getting this right.

These Terms of Service are published by NASIHA DIGITAL HUB, a company incorporated under the laws of the United Republic of Tanzania. They should be read together with our Privacy Policy, which explains how we handle the personal and health information you give us. Version 2.0, effective 10 March 2026.