Terms & Conditions and Privacy Policy

By creating an account, accessing, or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Services.

You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Services. If you use the Services on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

Afiyavest provides tools to support health planning, savings, wallet-based payments, enrollment support, sponsorship facilitation, and related services. Afiyavest may work with third parties such as health insurance providers, healthcare providers, payment processors, and partners to deliver parts of the Services.

Note: Afiyavest is not a hospital, clinic, or emergency service provider. In emergencies, contact local emergency services or visit the nearest health facility.

Where available, Afiyavest may provide a wallet feature that enables you to fund, save, transfer, and pay for eligible services. Wallet operations may be processed via licensed payment providers and may be subject to transaction limits, verification, and fraud checks.

• You are responsible for ensuring the accuracy of payment details and recipient information.
• Fees (if any) will be disclosed before you confirm a transaction.
• We may delay, suspend, or reverse transactions where required by law or for security reasons.

Insurance products and healthcare services are provided by independent third parties (for example, HMOs, state social health insurance agencies, clinics, hospitals). Eligibility, benefits, exclusions, coverage decisions, and claims processes are determined by the relevant provider and their rules.

Afiyavest may assist with enrollment workflows and digital data exchange but does not guarantee acceptance, coverage approvals, or service availability.

Afiyavest may enable sponsorship programs where third parties (“Sponsors”) fund coverage or benefits for eligible users. Sponsor contributions may be subject to criteria, availability, and program rules.

Where sponsorship is involved, relevant data may be shared with Sponsors strictly for eligibility assessment, reporting, and accountability, in line with the Privacy Policy.

• Provide accurate and complete information and keep it updated.
• Maintain the confidentiality of your login credentials and OTPs.
• Use the Services only for lawful purposes.
• Notify us promptly of any unauthorized access or suspicious activity.

You must not:

• Use the Services for fraud, money laundering, or unlawful activity.
• Attempt to gain unauthorized access to systems, accounts, or data.
• Upload malware, interfere with service operations, or abuse the platform.
• Misrepresent your identity or submit false documents.

The Services, including software, design, logos, trademarks, and content, are owned by Afiyavest or its licensors and are protected by applicable laws. You receive a limited, non-exclusive, non-transferable license to use the Services for personal or internal business use as permitted by these Terms.

The Services are provided on an “as is” and “as available” basis. We do not warrant uninterrupted or error-free operation. Afiyavest does not provide medical advice. Any health-related content is for general informational purposes and is not a substitute for professional advice.

To the maximum extent permitted by law, Afiyavest will not be liable for indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or goodwill, arising from your use of the Services.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

We may suspend or terminate your access to the Services if we reasonably believe you have violated these Terms, engaged in fraud, or where required for compliance or security. You may stop using the Services at any time.

These Terms are governed by the laws of the Federal Republic of Nigeria. If any dispute arises, the parties will first attempt to resolve it through good faith discussions. Where the issue is not resolved, it may be referred to mediation, and if still unresolved, it will be finally settled by arbitration in Lagos, Nigeria, in accordance with applicable Nigerian law. The arbitration decision will be final and binding on both parties.

2. Definitions

• Failed Transaction: A debit occurred but value was not received (for example, wallet not credited).
• Duplicate Transaction: The same payment was processed more than once.
• Chargeback/Bank Dispute: A dispute raised through your bank or card issuer.

3. How to Raise a Dispute

Contact Afiyavest Support through any of the following:

• Email: support@afiyavest.com
• Phone/WhatsApp: +2349132450818
• In-app: Support → Disputes

Please provide:

• Full name, phone number, and registered email;
• Transaction reference, date/time, and amount;
• Payment channel (card, transfer, USSD, wallet);
• Evidence (screenshots, bank alert).

4. Resolution Timelines (Operational Standard)

We aim to:

• Acknowledge receipt within 24–48 hours;
• Investigate and provide an initial response within 5–7 business days;
• Resolve straightforward cases within 10–14 business days;
• Resolve complex cases within up to 30 business days, with regular updates provided.

5. Refund Eligibility

5.1 Eligible for Refund

Refunds will be processed for:

• Failed transactions where payment was debited but service was not delivered;
• Duplicate charges confirmed through transaction logs;
• Unauthorized transactions (subject to verification);
• Technical errors resulting in incorrect charges;
• Cancelled subscriptions or services before activation (subject to applicable terms).

5.2 Not Eligible for Refund

Refunds will generally not be provided for:

• Services already delivered or activated;
• Transactions completed more than 90 days ago (except in exceptional circumstances);
• User error (for example, incorrect amount entered or wrong recipient);
• Change of mind after service activation;
• Disputes where the user has already received value or benefit.

6. Refund Process

6.1 Investigation

Upon receiving a dispute:

• We will review transaction logs, payment records, and evidence provided;
• We may contact payment processors or partners for verification;
• We will communicate our findings and proposed resolution.

6.2 Refund Processing

If a refund is approved:

• Refunds will be processed to the original payment method where possible;
• Processing time: 5–10 business days after approval;
• You will receive confirmation via email and SMS;
• For wallet refunds, funds will be credited immediately upon approval.

6.3 Refund Methods

• Card payments: Refunded to the original card (may take 5–14 business days to reflect);
• Bank transfers: Refunded to the originating bank account;
• Wallet credits: Credited back to your Afiyavest wallet immediately;
• Alternative methods: May be offered if the original method is unavailable.

7. Dispute Resolution

7.1 Internal Resolution

We encourage resolution through our support channels first. Our team will:

• Review all evidence and transaction records;
• Provide clear explanations for decisions;
• Offer fair resolutions based on the circumstances.

7.2 External Dispute Resolution

If you are not satisfied with our resolution, you may:

• Contact your bank or card issuer for a chargeback (where applicable);
• File a complaint with the Consumer Protection Council (CPC) or another relevant regulatory body;
• Seek legal recourse through the courts of Nigeria.

8. Chargebacks

If you initiate a chargeback through your bank:

• We will cooperate with your bank’s investigation;
• We may provide transaction evidence and records;
• If the chargeback is successful, the refund will be processed by your bank;
• If the chargeback is unsuccessful, the original transaction will stand, and you may be liable for any associated fees.

9. Prevention of Fraud

To protect all parties:

• We monitor transactions for suspicious activity;
• We may request additional verification for refund requests;
• Fraudulent refund claims may result in account suspension and legal action;
• We reserve the right to refuse refunds where fraud is suspected.

10. Partner-Related Disputes

For disputes involving third-party partners (HMOs, SSHIAs, providers):

• We will facilitate communication between you and the partner;
• Refunds may be subject to partner policies and agreements;
• We will assist in resolving issues but cannot override partner decisions;
• Where Afiyavest fees are involved, we will handle those separately.

For questions about these Terms, contact:
Email: support@afiyavest.com
Phone/WhatsApp: +2349132450818

This Policy applies to personal data collected through Afiyavest’s website, mobile apps, customer support channels, partner integrations, and related Services. It does not cover third-party websites or services that we do not control.

Depending on how you use the Services, we may collect:

• Identity data: name, date of birth, gender (where applicable), photo (optional), national identifiers (where required for verification).
• Contact data: phone number, email address, address, next of kin details (optional).
• Financial and transaction data: wallet activity, funding history, transfers, payments, beneficiary details.
• Health-related data (sensitive): insurance plan selection, eligibility details, service utilization records, health needs information you choose to provide.
• Device and usage data: device identifiers, IP address, app events, logs, and performance metrics.
• Verification data: KYC documents where required by partners or applicable law.

You may choose not to provide certain data, but this may limit access to some features (for example, insurance enrollment or sponsorship programs).

We use personal data to:

• Create and manage your account and provide customer support.
• Facilitate wallet funding, savings, transfers, and payments.
• Support enrollment, renewals, and coordination with insurance and healthcare providers.
• Enable sponsorship programs (eligibility, funding, reporting, and accountability).
• Prevent fraud, secure accounts, and comply with legal requirements.
• Improve product performance, user experience, and service quality.

We process personal data based on one or more of the following grounds (as applicable):

• Consent: where you provide consent (especially for health data or marketing, where applicable).
• Contract: to provide the Services you request.
• Legal obligation: where we must comply with applicable laws (for example, AML/KYC, regulatory reporting).
• Legitimate interests: for service security, fraud prevention, and improvement, balanced against your rights.

Health-related data is sensitive. We collect and process it only when necessary to deliver Afiyavest services such as insurance enrollment support, care access support, sponsorship coordination, and related reporting.

Where required, we will obtain your explicit consent before processing your health data. You may withdraw consent at any time, but this may affect your ability to use features that depend on such data.

We may share your data with:

• Insurance providers and healthcare providers for enrollment, verification, and service delivery.
• Sponsors where sponsorship applies, limited to what is necessary for eligibility and reporting.
• Payment processors and financial partners to enable wallet operations and transactions.
• Service providers (cloud hosting, analytics, customer support tools) under contractual safeguards.
• Regulators and law enforcement where required by law or valid legal process.

We do not sell your personal data. Any sharing is limited to what is necessary and subject to safeguards.

We implement technical and organizational measures designed to protect personal data against unauthorized access, loss, misuse, or alteration. These may include access controls, encryption in transit, monitoring, and staff confidentiality obligations.

No system is completely secure. Please protect your phone, PINs, passwords, and OTPs and report suspected compromise immediately.

Subject to applicable law, you may have the right to:

• Request access to your personal data.
• Request correction of inaccurate data.
• Request deletion (where applicable).
• Withdraw consent (where processing is based on consent).
• Object to or restrict certain processing.
• Request a copy of your data in a portable format (where applicable).

To exercise your rights, contact us using the details in the “Contact” section below.

We retain personal data only for as long as necessary to provide the Services, meet legal and regulatory obligations, resolve disputes, and enforce agreements. Retention periods may vary by data type and purpose.

We may use cookies and similar technologies on our website to support functionality, analytics, and security. You can control cookies through your browser settings. Some features may not work properly if cookies are disabled.

The Services are not intended for children without appropriate consent from a parent or legal guardian, where required by law. If you believe a child has provided data without such consent, contact us to review and take appropriate action.

We may update this Privacy Policy from time to time. We will post the updated version on this page and update the “Last updated” date. If changes are material, we may provide additional notice through the app or by other means.

For privacy questions or requests, contact:
Email: dpo@afiyavest.com
Address: 13 Awolowo Street, B&H Estate, Apo, Abuja FCT, Nigeria
Phone/WhatsApp: +2349132450818