Hi there,
Welcome to Antara Health’s Terms and Conditions. We have tried to make them accessible and write them in language that is clear and easy to understand. If you have any questions, don’t hesitate to get in touch. Happy reading!
Table of contents
1. What this policy covers
2. Contacts
3. What we mean by our services
4. What our services can and can't do
5. What we need from you
6. Our clinical services
7. Your prescriptions and medicines
8. Antara testing services
9. What we need if you use our clinical services
10. Children and young people
11. What you can't do with our services
12. Cancelling your subscription
13. If something goes wrong
14. How to make a complaint
15. Changes to these terms
16. Other things you should know
1. What this policy covers
This policy is essential legal information that tells you things like:
- The rules for using our services
- What we need from you to provide our services
- What to do if something goes wrong
These terms and conditions are an agreement between you and us (Antara Health Ltd.). This is so you know the rules and your rights when you use our app, websites ( antarahealth.com) and services.
By using our services you agree to these terms. If you don't follow these terms, we might need to cancel your account.
You should also read these terms along with:
Our privacy policy
You might also be able to find a quick answer to your question in our FAQs.
2. Contacts
How to contact us
You can:
Email us at support@antarahealth.com
Call us on +254 748 595 647
Chat to our support team via the app
Or write to us at:
Antara Health Ltd.,
Ikigai, 2nd Floor, JGO,
James Gichuru Road
Lavington, Nairobi
How we contact you
We will contact you in English through the app, or using your email or by phone.
We might also send you notifications in the app when we need to tell you something important.
3. What we mean by our services
Our services fall into 2 categories:
(a) Clinical services
Our video and audio consultations, where you can talk with one of our medical professionals. This includes people like doctors, licensed nurses, nutritionists, physiotherapists, and mental health professionals. Throughout these terms, we've called them practitioners.
These practitioners might give you a diagnosis, recommendation, or treatment. They may also prescribe to you, or refer you to someone else.
(b) Health Navigation services
Services that give you health and lifestyle information through our trained and licensed Health Navigators.
Our Health Navigation services are for information only. They are not designed to diagnose you or provide you with clinical medical advice or treatment.
Health Information Form
A health questionnaire that helps our Health Navigation team get a sense of your health history and health priorities. This informs the Baseline consultation which will result in the generation of a personalized Health Management Plan that will serve as your roadmap to health.
Health Management Plans
This is a personalized plan that takes into account all of your health history, health preferences, health goals and objective health data to create a roadmap to health.
FAQ: app
Using our services
You can access our services in different ways.
- Antara Health Navigation Services is available if you are a registered member.
- Antara GP at Hand, our digital-first NHS service
- Or through a third party we have partnered with (for example, a hospital trust or health insurer)
4. What our services can and can't do
Our Health Navigation services are for information and care coordination only. They are not designed to diagnose you or provide you with medical advice or treatment. They should never be used as a replacement for clinical services.
They are there to give you information relating to your health and to let you know about general causes, risks and possible next steps. Our Health navigators are licensed health professionals and are qualified to provide you with excellent advice.
You should always talk to a qualified healthcare professional if you have questions about your health or a medical condition. And before you make any decisions about your health.
There are some medical conditions that we won't be able to help you with in a video or phone consultation. If you're in doubt, check our FAQs to help you work out what to do.
Our services might be subject to other rules or restrictions. We'll let you know about these on our app or websites.
5. What we need from you
We need some things from you so that we can give you the best version of our service.
These are:
- Some personal information
- An accurate record of your use of our service. So you only have to register once
We also need you to:
- Let us know if any of our information about you is wrong or out of date
- Make sure that any information you give to us is accurate and in English
6. Our clinical services
Our practitioners are based in Kenya. They're members of the appropriate regulatory body (for example, doctors are members of the Kenya Medical Practitioners and Dentists Council). They're committed to clinical best practice and any related standards.
Our practitioners might have different opinions on some medical conditions or symptoms. This doesn't mean that our clinical services are at fault, it's normal for experts to have different views from time to time.
Your consultation
We'll arrange your consultation as soon as possible. We can't promise to offer consultations in a specific timeframe, or that a specific practitioner will be available at a particular time.
We may record consultations to make sure we're giving you the best service we can. To find out more about how we use this information and how we protect your privacy, see our privacy policy.
If you don't think you've been able to clearly share your medical needs during a consultation, you should speak to a practitioner in person. If you're worried about any advice you've received, then you should book another appointment to discuss this.
7. Your prescriptions and medicines
In Kenya, we're able to prescribe medicines without face-to-face meetings.
Our practitioners follow national evidence-based guidance, such as the UK’s National Institute of Clinical Excellence (NICE).
We may refuse to prescribe to you if we think it's not safe or legal to do so.
We partner with pharmacies that provide your medicine. These aren't part of Antara and we can't take responsibility for their acts or mistakes.
Prescription charges
If you're using Antara for medications not paid for under your cover you may need to pay for your prescriptions. The price is set by the pharmacy and isn't part of your Antara subscription. You don't have to use any particular pharmacy.
Collection and delivery of prescriptions
You can choose to have your medicine delivered to your home, or you can pick it up from a pharmacy near you.
We can't accept returns or give refunds on medicines.
By choosing home delivery, you agree to the terms and conditions of our partner pharmacy.
8. Antara testing services
We offer medical tests with the help of our test kit provider and partner laboratories.
By taking a test and returning your samples, you give us permission to make your results available to you in the app.
Our lab is responsible for checking results and making sure they are correct.
Antara only reports the results of medical tests to you.
9. What we need if you use our clinical services
- Follow any instructions our practitioners give to you
- Follow any instructions we give to you about how to use medicines or healthcare products we recommend or prescribe. This includes use-by dates.
- Keep any medicines we prescribe to you securely and don't allow others (especially children) to use them
Only use our services for you, unless you're helping a child that you're responsible for
- Tell a practitioner or health navigator if you have any bad or unexpected effects from anything we've recommended to you. Don't report these in the app.
- Or contact emergency services if you think it's necessary
We don't tolerate any abuse or offensive behaviour towards any Antara employees or practitioners. If we think that this is happening, then we can end your consultation or cancel your engagement with us.
10. Children and young people
Make sure that you supervise your children when they use our services.
You can register children under 16 as long as you are their parent or legal guardian.
You should either use the services on their behalf or supervise their use of the services at all times.
Some of our services could have age-specific features but we'll let you know about this in the app.
11. What you can't do with our services
When using our services, you must not use them:
- For commercial purposes, like using on your own website for profit
- For any improper or unlawful purpose, like interfering with or reverse engineering our app or website
- Installing any virus or malware
If you do, we may suspend your access to our services or cancel your account and subscription.
We use anti-virus measures on our websites and app. But we can't promise that our services will always be virus-free.
12. Cancelling your subscription
We work hard to give you the best standard of clinical services. But if there's something you're not happy with, you can contact us to talk. Or you can cancel your subscription at any time.
Email: support@antarahealth.com
Phone: +254 748 595 647
The amount we will refund to you (if any) will depend on when you cancel and how you have used the services before you cancel.
If you cancel your subscription after 14 days, the cancellation will take effect immediately. We won't take any further payment.
If you cancel because:
- Our services are unavailable for 2 weeks or more
- You don't agree with a change we made to these terms (including changes to our pricing); or
- We haven't fixed or arranged a replacement service that we agreed to
then we'll give you a refund that directly reflects the amount of time left in your subscription at the date you cancel.
We may end our agreement with you if:
- We're unable to provide our services for reasons outside our control
- You break these terms or the law relating to our services
- You've put us in a position where we might break the law
- You don't pay us on time
- You've been abusive to anyone at Antara
