Terms and Conditions of Service
Effective Date: October 2026 · Governed by the Laws of the Republic of Zambia
1. Acceptance of Terms & Eligibility
By accessing, browsing, or utilizing the Welly Zambia telemedicine platform (available at wellyzambia.com, associated web applications, and services), you (“User”, “Patient”, or “Legal Guardian”) enter into a binding legal contract with Welly Telemedicine Limited (“Welly”, “we”, “our”, or “us”).
You affirm that you are at least eighteen (18) years of age or possess legal parental or guardian consent to use this service. If booking a consultation for a minor under the age of 18, you confirm that you are the parent or court-appointed legal guardian.
2. Nature of Telemedicine Services
Welly provides a digital outpatient access portal allowing users in Zambia to receive medical consultations via high-definition video, audio, and encrypted communications with independent, licensed healthcare practitioners.
Limitations of Remote Examination: You acknowledge that telehealth consultations do not fully replace an in-person, hands-on physical examination. Certain diagnoses require tactile assessment, physical palpation, auscultation with specialized medical instruments, or diagnostic imaging that cannot be completed remotely. When a consulting practitioner determines that an in-person evaluation or emergency attendance is required, you must follow their guidance immediately.
3. Medical Emergencies Warning
NEVER USE WELLY IN THE EVENT OF AN ACUTE MEDICAL CRISIS. In an emergency, dial 992 or 999 or report directly to your closest hospital casualty ward. Welly does not operate emergency dispatch vehicles or immediate resuscitative care.
4. Doctor-Patient Relationship & HPCZ Accreditation
All doctors and healthcare specialists practicing via Welly are independent medical professionals registered with theHealth Professions Council of Zambia (HPCZ). A formal doctor-patient relationship is established strictly between you and the specific practitioner during the course of your scheduled video consultation.
Welly provides the secure technology infrastructure, scheduling platform, and hospital integration network. Welly itself does not practice medicine or make clinical diagnoses. Medical advice, clinical evaluations, and recommendations are the sole professional responsibility of the treating physician.
5. Symptom Checker & Clinical AI Guide
Our interactive symptom checking tools provide automated educational triage guidance. Information generated by the symptom checker is intended for informational and educational orientation only. It is not a medical diagnosis, treatment plan, or clinical order. You should never disregard professional medical advice or delay seeking care based on symptom-checker output.
6. Bookings, Rescheduling & Cancellations
- Punctuality: You are requested to join the video room at least two (2) minutes prior to your scheduled time slot. If a patient fails to join within ten (10) minutes of the appointment start, the session may be marked as a no-show.
- Rescheduling: You may reschedule an appointment free of charge up to two (2) hours prior to the session via the patient dashboard or by contacting customer support.
- Physician Unavailability: In the rare event that an emergency prevents your selected doctor from attending, Welly will promptly notify you and offer either an immediate re-allocation to another qualified specialist or a 100% refund or credit.
7. Consultation Fees & Zambian Kwacha Payments
All consultation fees are quoted and settled in Zambian Kwacha (ZMW). Payment can be processed through local mobile money wallets (Airtel Money, MTN Mobile Money, Zamtel Kwacha) or approved debit/credit card gateways.
Consultation charges must be completed prior to video room access unless an authorized corporate, hospital-sponsored, or promotional waiver applies. Refunds for completed medical consultations are not granted once clinical services have been rendered by the physician.
8. Prescriptions, Pharmacy Orders & Lab Referrals
The issuance of any digital prescription or referral is solely at the professional discretion of the consulting HPCZ doctor, governed by the regulations of the Zambia Medicines Regulatory Authority (ZAMRA).
Doctors on Welly will strictly adhere to national pharmaceutical guidelines. Controlled substances, narcotics, sedative-hypnotics, and scheduled psychiatric drugs cannot be prescribed via remote telemedicine. Patients requiring scheduled drugs must be examined in person at an accredited clinic or hospital facility.
9. User Obligations & Prohibited Conduct
You agree to provide true, current, and complete health history during consultations. You agree not to:
- Record or capture video, audio, or images of the consulting physician without explicit prior written consent;
- Impersonate another individual or present false identification documents;
- Harass, threaten, or behave in a disruptive manner toward medical practitioners or platform staff;
- Attempt to reverse-engineer, exploit, or compromise the technical integrity of the platform.
10. Limitation of Liability
To the maximum extent permitted under Zambian law, Welly and its officers, directors, employees, and technology providers shall not be liable for any indirect, incidental, or consequential damages resulting from technical connection failures, telecom disruptions, or any delay in seeking emergency care.
11. Governing Law & Dispute Resolution
These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of Zambia. Any dispute arising out of or related to these terms shall be subject to the exclusive jurisdiction of the competent courts in Lusaka, Zambia.
12. Contact & Legal Inquiries
If you have any questions regarding these Terms and Conditions or wish to lodge a formal inquiry, please reach out to our legal compliance department: