Zuri Medical Solutions Uganda Limited (“Zuri Health”, “we”, “us”, or “our”) has the mission to give everyone the power to care by enabling mobile access to healthcare through chat-based consultations. Our service (“Chat with a Doctor Service” or “Service”) allows you to consult with a licensed medical practitioner via:

• • USSD by dialing a prescribed short code, or

• • WhatsApp (Vera Chatbot) by sending the word “HI” to a designated phone number.

The Service is provided by Zuri Health through USSD and WhatsApp channels facilitated by MTN (Uganda) Limited (“MTN Uganda”), with payments processed by MTN Mobile Money (U) Limited (“MTN MoMo”) via Mobile Money (MoMo) or airtime deduction.

MTN Uganda and MTN MoMo (together, “MTN”) are telecommunications entities that shall act solely as technology and payment facilitators, respectively. In this capacity, MTN shall facilitate USSD sessions, enable WhatsApp integration (where applicable), and process payments via Mobile Money (MoMo) or airtime deduction. For the avoidance of doubt, MTN shall not be responsible for the provision of medical services, medical advice, or any clinical outcomes.

By using our Service, you acknowledge and agree to have read, understood, and accepted these Terms of Service (“Terms”). If you do not agree, please do not use the Service.

2.1 Description of the Service

The Service is a text based telemedicine platform that enables you to:

• Start a chat conversation with a licensed Zuri Health doctor.
• Describe your symptoms and receive first-level medical consultation, diagnosis, and treatment advice.
• Receive a prescription (where legally permitted) or a referral to a physical doctor or specialist.
• Be referred to one of our partner hospitals if the doctor determines that your condition cannot be managed via chat.
• Chat with a qualified nutritionist for dietary guidance, wellness support, and nutrition related advice.
• Order medication through the platform, subject to applicable laws, regulations, and availability.
• Book laboratory tests and diagnostic services where samples will be collected either by visiting one of our designated facilities or through home sample collection services where available.
• Access chronic care management services for ongoing monitoring and support of long term health conditions.

Consult with an obstetrician and gynecologist (OBGYN) for women’s health, reproductive health, and related medical concerns.

2.2 How to Access the Service

In both access methods, before you are connected to a doctor, you will be presented with these Terms of Service and asked to accept them. You must accept to continue.

2.3 What the Doctor Does

• Provide first-level non-emergency medical consultation.
• Issue a diagnosis based on the information you provide.
• Order laboratory investigations (where applicable).
• Prescribe medication.
• Refer you to a physical doctor, specialist, or one of our partner hospitals if your condition requires in-person examination, emergency care, or procedures beyond chat based advice.

2.4 Wait Time

We aim to connect you to a doctor within 3 minutes during operating hours (see Section 8). 

3.1 Who Can Use the Service

To use the Chat with a Doctor Service, you must:

• Be a resident of Uganda.
• Be an active MTN Uganda subscriber (post-paid or pre-paid).
• Be at least 18 years of age. If you are under 18, you must have permission from a parent or legal guardian who accepts these Terms on your behalf.
• Have a mobile phone capable of USSD or WhatsApp (WhatsApp requires an internet connection; USSD does not).

3.2 Enrolment

Enrolment is automatic the first time you successfully start a chat session and accept these Terms. Your mobile phone number serves as your unique account identifier.

3.3 Parental / Guardian Responsibility

If you allow a dependent under 18 to use the Service, you are fully responsible for their compliance with these Terms and for all fees incurred.

4.1 Service Fees

You will be required to subscribe to one of the available subscription packages in order to access the Service. Subscription packages may include daily, weekly, and monthly plans, each subject to the applicable fees displayed on the platform at the time of subscription. Your selected subscription package will determine the period during which you may access consultations and other eligible services available under the plan.

4.2 Payment Methods

You may pay using either:

• MTN Mobile Money (MoMo) – deducted from your MoMo wallet after your confirmation.
• Airtime deduction – deducted directly from your MTN airtime balance.

You authorise Zuri Health to instruct MTN to deduct the applicable fee via your chosen method.

4.3 What If the Doctor Cannot Help?

If, after reviewing your initial message, the doctor determines that your condition cannot be safely handled via chat (e.g., requires physical examination, emergency care, or specialised procedures), you will be informed and offered a referral to a partner hospital or a physical doctor. 

4.4 No Refunds for Completed Consultations

Once a doctor has provided a substantive response to your medical question, the consultation is considered complete. No refunds will be provided for dissatisfaction with the advice. 

The Service operates on a subscription basis. You may choose to subscribe to a daily, weekly, or monthly plan for unlimited chats, subject to our fair usage policy. Subscription activation and renewal may be completed using the applicable subscription keywords for MTN Uganda;

USSD & SMS

VERA CHATBOT

To subscribe, select the keyword on the USSD menu or on Chatbot. Subscriptions may be offered either as one off purchases or as automatically renewing plans. Automatically renewing subscriptions will continue to renew unless you unsubscribe or cancel the subscription in accordance with the applicable terms.

Unsubscribe

You may unsubscribe from an active subscription at any time by selecting the “Cancel Subscription” option from the menu provided on the Service platform. Once your cancellation request has been processed, your subscription will not renew upon expiry of the current subscription period.

No refunds shall be issued for any unused portion of an active subscription period.

6.1 Mobile Number as Account

Your MTN mobile number is your account. You are responsible for all activity originating from that number.

6.2 Account Security

You must not allow unauthorised persons to use your phone to access the Service. You agree to notify Zuri Health immediately if you believe your account has been compromised.

6.3 Accurate Information

You agree to provide truthful, accurate, and complete information about your symptoms and health history. Zuri Health is not liable for any harm resulting from incomplete or misleading information.

6.4 Prohibited Uses

You shall NOT use the Service to:

• Send abusive, threatening, or harassing messages.
• Pretend to be another person.
• Request medical advice for a third party without their consent (except for your minor child).
• Attempt to disrupt, reverse engineer, or interfere with the USSD or Chatbot platform.

If the doctor determines that your condition requires in-person care, you will receive:

• A referral note (via SMS or The Chatbot) listing the symptoms and recommended next steps.
• The name, location, and contact details of a Zuri Health partner hospital near you.
• An optional appointment booking (if the partner hospital accepts bookings via Zuri Health).

You are responsible for any costs incurred at the partner hospital for in-person services. Zuri Health does not cover those costs.

The Chat with a Doctor Service is available:

• Monday to Sunday (including public holidays)
• 08:00 hours to 17:00 hours (8 AM – 5 PM)

Messages sent outside these hours will be answered the next day during operating hours.

9.1 No Warranty

The Service is provided “as is” and “as available”. Zuri Health does not warrant that the Service will be error-free, uninterrupted, or compatible with all devices or network conditions.

9.2 Network and Third-Party Issues

Zuri Health is not liable for:

• USSD or WhatsApp failures caused by MTN Uganda’s network.
• Delays or failures due to your internet connection (for WhatsApp), phone storage, or device compatibility.
• Any acts of MTN Uganda or other third parties.

9.3 Limitation of Liability

To the maximum extent permitted by the laws of Uganda:

• Zuri Health, its doctors, employees, agents, and partners (including MTN Uganda) shall not be liable for any direct, indirect, incidental, special, or consequential damages arising from your use of the Service.
• Our total aggregate liability for any claim related to the Service shall not exceed the total fees paid by you in the preceding three (3) months, or UGX 50,000, whichever is lower.

9.4 Indemnity

You agree to indemnify and hold harmless Zuri Medical Solutions Uganda Limited, MTN Uganda, MTN MoMo and their respective directors, employees, and agents from any claim, loss, or damage arising from your violation of these Terms or misuse of the Service or your negligence.

10.1 Personal Data Collected

We collect:

• Your mobile phone number.
• Your age.
• Your Gender.
• Your Location.
• Your chat history (USSD or Chatbot) with the doctor.
• Any health information you voluntarily share.

10.2 Compliance with Ugandan Law

Zuri Health complies with the Data Protection and Privacy Act of Uganda. We will not share your personal health information with MTN Uganda, MTN MoMo or any third party without your consent, except:

• As permitted/required by law or court order.
• To prevent serious harm.
• In de-identified form for medical research or quality improvement.

All content, USSD menus, WhatsApp Chatbot response templates, the Zuri Health name, logo, and related marks are the exclusive property of Zuri Medical Solutions Uganda Limited. You may not copy, reproduce, or commercially exploit any part of the Service without our written permission.

12.1 By Zuri Health

We may suspend or terminate your access to the Service if:

• You breach these Terms.
• You provide false or fraudulent information.
• We are required to do so by the Uganda Communications Commission (UCC) or other government authority.
• You fail to pay any outstanding fees.

12.2 By You

You may stop using the Service at any time. To delete your data, contact our support.

12.3 Effect of Termination

Termination does not affect any liability or fees incurred before termination.

13.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Uganda.

13.2 Informal Resolution

If a dispute arises, you agree to first attempt to resolve it amicably by contacting our customer support office (see Section 15). If unresolved within 14 days, either party may escalate.

13.3 Mediation

Any dispute not resolved informally shall be submitted to non-binding mediation and in the event that the dispute remains unresolved the matter may proceed before a court of competent jurisdiction.

We may update these Terms from time to time. Material changes will be notified to you:

• Via an SMS to your registered mobile number, or
• Via a USSD announcement when you next access the Service, or
• Via a WhatsApp Chatbot broadcast message.

Your continued use of the Service after such notice constitutes acceptance of the revised Terms.

ZURI MEDICAL SOLUTIONS UGANDA LIMITED

Email: support@zuri.health

For billing or payment issues related to MTN Uganda, you may also contact MTN customer care.