Terms and conditions

01About these terms

Mednaire is run by HENEXA LIMITED, a company registered in Kenya (“Mednaire”, “we”, “us”).

By creating an account or paying for a plan you agree to these terms and to our privacy policy. If you don’t agree, please don’t use Mednaire.

Nutritionists who work through Mednaire also sign a separate nutritionist agreement. Where it differs from these terms, the nutritionist agreement applies to them.

02Mednaire is not emergency or medical care

Mednaire gives nutrition guidance from registered nutritionists. It does not diagnose illness, prescribe medicine or replace your doctor.

• In an emergency, call 999 or 112 or go to the nearest hospital. Don’t wait for a reply in the app.
• Keep taking your medicines as your doctor prescribed. Don’t stop or change them because of a meal plan; ask your doctor first.
• Reading alerts and first-aid tips in the app are a safety net, not monitoring. Nobody watches your readings around the clock, and a nutritionist may not see an alert straight away.
• Tell your nutritionist about every condition, allergy and medicine. Your plan can only be as safe as the information you give.

03Who can use Mednaire

• You must be at least 18 years old to use Mednaire.
• Mednaire is currently open in Kenya only. Other countries may be listed but stay closed until we can take payments there.
• One account per person. Don’t create an account for someone else without their permission.
• Mednaire may not be suitable during pregnancy, for eating disorders or for some kidney and other conditions without your doctor’s supervision. Your nutritionist may decline or refer you.

04Your account

You sign up with your phone number, which we verify by SMS. Keep your password private; you are responsible for what happens on your account. If you think someone else has used it, change your password and tell us straight away.

Keep your details accurate, including your health profile. You can update them, change your phone number or delete your account from the app’s Account screen.

05Nutritionists

Every nutritionist is registered with the Kenya Nutritionists and Dieticians Institute (KNDI). Before they get any patients we check their licence, identity and tax details.

• We assign you a nutritionist once your plan is paid. You keep them while your plan is active.
• Nutritionists are independent professionals who work with Mednaire under a nutritionist agreement, not its employees, and are responsible for the professional advice they give.
• You can ask for a different nutritionist at any time through support.
• Nutritionists reach you only through the app. They don’t see your phone number, and you agree not to ask them to arrange paid care outside Mednaire.

06Plans and payment

• Plans are prepaid for 1, 6 or 12 months. Prices are shown in the app in Kenyan shillings, and the price shown is the total you pay.
• You pay by M-Pesa. Your plan starts when M-Pesa confirms the payment. We never see or store your M-Pesa PIN.
• Renewal. We remind you before your plan ends. Plans paid by M-Pesa don’t renew automatically. If you pay by card and choose automatic renewal, we’ll tell you before each renewal, and you can turn it off at any time in the app.
• On a 6 or 12 month plan, your nutritionist reviews you and sends a new plan each month.
• Premium includes a set number of voice and video calls each calendar month (Nairobi time), shown in the app. Unused calls don’t carry over. Plate scans have a daily limit by plan.
• We may change prices or what a plan includes for future purchases. A change never affects a period you’ve already paid for.
• Food tracking, water and readings are free and stay free.

07Cancellations and refunds

A plan that isn’t set to renew simply ends at the end of its period. If you turned on automatic renewal, you can turn it off at any time before the next renewal date, and your plan will run until the end of the period you’ve paid for. You can stop using Mednaire at any time.

• If you paid but your payment did not register, contact us with your M-Pesa confirmation code and we’ll check it with Safaricom.
• If you don’t receive a plan within 3 days of paying, you can ask for a refund of that period.
• Otherwise, refunds are at our discretion and cover only the most recent period paid. We don’t refund months already used.
• Approved refunds are sent back to your M-Pesa number within 7 working days.

Nothing in this section removes your rights under the Consumer Protection Act, 2012.

08Estimates and AI features

Snap your plate uses an AI model to suggest which foods and portions are in your photo. Food costs in shillings are average prices set by us. Calorie and nutrient figures come from food tables. All of these are estimates and can be wrong — check and correct them before you save.

If you connect Health Connect, Mednaire reads the data you allow (such as steps) and never writes to it. Data from other apps is only as accurate as those apps.

09Using Mednaire fairly

You agree not to:

• harass, threaten or abuse a nutritionist or our staff;
• record a call, or share chat messages or plans publicly, without the other person’s consent;
• pretend to be someone else, or give false payment details;
• copy, resell or reverse-engineer the app, or try to get around its security or limits;
• use Mednaire for anything unlawful.

10Content and ownership

Your diary, readings and photos stay yours. You let us use them to run Mednaire for you, as our privacy policy explains.

The app, website, diet templates and the plans written for you belong to Mednaire or the nutritionist who wrote them. You may use your plan for your own personal use.

11Suspension and closing

You can delete your account at any time from the app. Deleting your account does not refund a period already paid, except as set out in section 07.

We may suspend or close an account that breaks these terms, puts others at risk, or is used for fraud. Where it’s safe to, we’ll tell you why first and give you a chance to respond.

12Liability

We work hard to keep Mednaire available and accurate, but we can’t promise it will always be uninterrupted or error-free, or that a plan will produce a particular health result.

To the extent Kenyan law allows, Mednaire is not liable for indirect or consequential loss, and our total liability to you is limited to the amount you paid us in the 12 months before the claim. Nothing limits liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

13Changes to these terms

We may update these terms. If a change matters, we’ll tell you in the app at least 14 days before it takes effect. If you keep using Mednaire after that, the new terms apply.

14Law and disputes

These terms are governed by the laws of Kenya. If you have a complaint, please contact us first — most problems are solved quickly. If we can’t resolve it, either of us may take it to the courts of Kenya.

15Contact

HENEXA LIMITED
Email: support@mednaire.com
Phone: +254 738 915 502