Terms, cancellation and refunds
Draft. Items marked “to be confirmed” need founder and legal approval before launch.
1. The service
LUMCARE provides online consultations with licensed medical doctors by audio, video or WhatsApp call. It is not an emergency service, and it is not an HMO, insurer or pharmacy. A doctor may decide that a remote consultation is not suitable for you and advise in-person care instead.
2. Plans
| Feature | One-Off | Basic | Plus |
|---|---|---|---|
| Price | ₦2,000 / consultation | ₦8,999 / month | ₦24,999 / month |
| Consultations | 1 doctor consultation | Up to 4 per month | Up to 10 per month |
| Best for | A single consultation | Regular primary-care access | Higher expected consultation use |
| Health Wallet | Not included | Not included | Not included |
| If more care is needed | Need more than one consultation? Upgrade to Basic. | Consider Plus if 4 consultations a month is not enough. | Contact LUMCARE for guidance if you need more. |
- One-Off is for one doctor consultation. There is no separate follow-up price or discounted follow-up rate. For repeated consultations, please choose Basic or Plus.
- Basic and Plus allowances apply per subscription month of 30 days from the date your payment is verified. Unused consultations do not roll over. Rollover rule to be confirmed.
- Consultations are for the named member only and cannot be transferred.
- Plans do not include medicines, diagnostic tests, specialist care, home care or emergency care.
- Fair use: to be confirmed.
3. Booking and payment
Your booking is confirmed only after we verify your payment with our payment provider. We will then contact you to arrange a time. Appointment times depend on doctor availability and are not guaranteed.
Consultation duration: to be confirmed.
4. Cancellation, no-shows and refunds
- Cancellation before a doctor is assigned: to be confirmed.
- Cancellation after an appointment is confirmed: to be confirmed.
- If you miss a confirmed appointment (no-show): to be confirmed.
- If LUMCARE cannot provide your consultation, we will offer a new time or a full refund.
- Upgrade credit from a recent One-Off payment: to be confirmed. No credit applies unless stated here.
5. What counts as a completed consultation
To be confirmed.
6. Your responsibilities
Give accurate information, be available on the number you provided at the agreed time, and seek emergency care when needed.
7. Complaints
See Contact and support.