Terms and Conditions

Last Updated: September 2026

Welcome to Pavera Health Partners.

These Terms and Conditions ("Terms") govern your access to and use of the Pavera Health Partners website, online forms, consultation-request features, healthcare coordination services, medical travel support, communications, and other services made available by Pavera Health Partners ("Pavera," "we," "our," or "us").

Please read these Terms carefully before using our website or services.

By accessing our website, submitting an enquiry, requesting a consultation, providing information to us, or engaging our services, you acknowledge that you have read, understood, and agree to these Terms, subject to any separate written agreement entered into between you and Pavera.

If you do not agree with these Terms, please do not use the website or services.

1. About Pavera Health Partners

Pavera Health Partners provides healthcare navigation, facilitation, and coordination services intended to help patients identify and access appropriate healthcare providers and related support services.

Depending on the service requested, Pavera may assist with:

• Specialist and hospital matching
• Second medical opinions
• Medical records coordination
• Appointment coordination
• Healthcare navigation
• Communication with healthcare providers
• Medical travel coordination
• Treatment-related logistics
• Recovery and follow-up care coordination
• Patient support and related healthcare facilitation services

The exact scope of services provided in an individual case may depend on the patient's needs, destination, healthcare provider, availability, and any separate service agreement.

2. Pavera Is a Healthcare Coordination Service

Unless expressly stated otherwise, Pavera Health Partners is not a hospital, clinic, diagnostic laboratory, emergency medical service, or substitute for a licensed healthcare practitioner.

Pavera's role is primarily to facilitate, coordinate, navigate, and support access to healthcare services.

Medical services are provided by independent healthcare professionals and healthcare institutions.

Doctors, specialists, hospitals, clinics, diagnostic centres, laboratories, and other healthcare providers remain independently responsible for:

• Medical examinations
• Diagnosis
• Clinical assessments
• Medical opinions
• Treatment recommendations
• Prescriptions
• Surgical decisions
• Procedures
• Clinical monitoring
• Medical outcomes
• Professional standards of care

Pavera does not control or replace the independent professional judgment of licensed healthcare providers.

3. No Emergency Medical Services

The Pavera website and consultation channels are not intended for medical emergencies.

If you believe that you or another person is experiencing a medical emergency, immediately contact the appropriate emergency medical service, ambulance service, hospital, or emergency department in your location.

Do not rely on:

• Website forms
• Email
• WhatsApp
• Online consultation requests
• General enquiries

for urgent or life-threatening medical assistance.

4. Eligibility to Use Our Services

By using our website or requesting our services, you confirm that:

• You have the legal capacity to enter into an agreement;
• The information you provide is accurate to the best of your knowledge;
• You are requesting services for yourself or are legally authorized to act for another person; and
• Your use of the website and services complies with applicable law.

Where services are requested for a child or minor, Pavera may require authorization from a parent, legal guardian, or other person legally entitled to act on the child's behalf.

5. Information You Provide

To provide healthcare coordination services effectively, Pavera may require accurate and complete information.

You are responsible for providing information that is, to the best of your knowledge:

• Accurate
• Complete
• Current
• Relevant
• Not deliberately misleading

This may include:

• Personal information
• Contact information
• Medical history
• Current diagnosis
• Symptoms
• Previous treatments
• Medications
• Allergies
• Laboratory reports
• Imaging reports
• Medical records
• Referral letters
• Travel information
• Insurance information where applicable

You should notify Pavera if material information changes during the coordination process.

Pavera is not responsible for consequences arising from materially inaccurate, incomplete, outdated, or misleading information supplied by a patient or authorized representative.

6. Medical Records and Documents

Where you provide medical records or other documents, you confirm that you are authorized to provide them to Pavera for the requested healthcare coordination purpose.

Pavera may organize, review for administrative purposes, transmit, or coordinate the delivery of relevant records to selected healthcare providers.

Pavera does not independently certify the medical accuracy or authenticity of documents supplied by patients, representatives, healthcare institutions, or other third parties unless expressly agreed otherwise.

Healthcare providers remain responsible for reviewing medical information and determining whether additional tests, records, examinations, or consultations are necessary.

7. Specialist and Hospital Matching

Pavera may assist patients in identifying specialists, hospitals, clinics, or other healthcare providers based on available information, including:

• Medical requirements
• Specialty
• Location
• Provider capabilities
• Treatment availability
• Patient preferences
• Budget considerations where provided
• Travel considerations
• Other relevant factors

Any recommendation or matching service is intended to assist the patient in navigating available options.

It does not constitute a guarantee that a particular provider:

• Is the only or best available provider;
• Will accept the patient;
• Will provide a particular diagnosis;
• Will recommend a particular treatment;
• Will achieve a specific medical result; or
• Will remain available at a particular time.

Patients remain free to accept or decline proposed healthcare providers.

8. Second Medical Opinions

Pavera may facilitate access to qualified healthcare professionals for second medical opinions.

A second opinion is based on the information and medical records available to the reviewing healthcare professional.

The reviewing specialist may determine that:

• Additional medical records are required;
• Additional diagnostic tests are necessary;
• An in-person examination is required; or
• A definitive opinion cannot be provided remotely.

Second medical opinions do not automatically replace the advice of a patient's existing treating physician.

Patients should discuss significant treatment decisions with appropriately qualified healthcare professionals.

Pavera does not independently alter, validate, or guarantee the clinical conclusions of the healthcare professional providing the second opinion.

9. Medical Travel Coordination

Where requested, Pavera may assist with aspects of medical travel such as:

• Treatment scheduling
• Hospital coordination
• Travel planning
• Accommodation coordination
• Airport or local transportation arrangements
• Companion or caregiver arrangements
• Accessibility requirements
• Treatment-related logistics

Unless expressly agreed otherwise, airlines, hotels, transport companies, immigration authorities, hospitals, and other travel-related providers are independent third parties.

Their services may be governed by their own terms and conditions.

Pavera cannot guarantee:

• Immigration clearance
• Flight availability
• Flight schedules
• Accommodation availability
• Border entry
• Travel authorization
• Healthcare-provider availability
• Absence of travel disruption

Patients are responsible for ensuring that passports, travel documents, medical clearances, insurance, and other required documentation are valid and complete.

10. Healthcare Provider Independence

Healthcare professionals and institutions introduced or coordinated through Pavera may operate independently from Pavera.

Unless specifically stated in writing, identifying, introducing, recommending, or coordinating with a healthcare provider does not create an employment, partnership, agency, or clinical relationship between Pavera and that provider.

Healthcare providers are responsible for their own professional licensing, clinical conduct, facilities, staff, diagnosis, treatment, and patient care.

11. No Guarantee of Medical Outcomes

Healthcare outcomes vary between individuals and depend on many factors beyond Pavera's control.

Pavera does not guarantee:

• Recovery
• Cure
• Treatment success
• Surgical success
• Diagnostic accuracy
• Improvement in a medical condition
• Absence of complications
• Specific recovery periods
• Specific treatment outcomes

Information concerning expected results, treatment timelines, success rates, or recovery periods should be discussed directly with the relevant healthcare professional.

12. Treatment Costs and Estimates

Where Pavera or a healthcare provider provides estimated treatment costs, those figures should generally be treated as estimates unless expressly confirmed as fixed in writing.

Final healthcare costs may change due to factors such as:

• Additional investigations
• Changes in diagnosis
• Treatment complications
• Additional procedures
• Extended hospital stays
• Medication requirements
• Intensive care
• Specialist consultations
• Rehabilitation
• Currency fluctuations
• Changes in healthcare-provider charges

Patients should confirm final pricing and payment requirements with the relevant provider before treatment whenever possible.

13. Pavera Service Fees

Certain Pavera services may be subject to coordination, consultation, administrative, or service fees.

Where fees apply, relevant charges should be communicated before the applicable paid service is confirmed.

Additional third-party costs may include:

• Hospital charges
• Specialist fees
• Laboratory charges
• Imaging charges
• Medication
• Travel
• Accommodation
• Transportation
• Insurance
• Translation
• Other external services

Unless expressly stated otherwise, third-party charges are separate from Pavera's own service fees.

14. Payments

Where payments are accepted through the website or another approved payment channel, you agree to provide accurate billing and transaction information.

Payments may be processed by independent banks, mobile-money providers, payment gateways, or other financial-service providers.

Those providers may have their own terms, security requirements, and privacy policies.

Pavera does not request that users disclose payment passwords, PINs, or other confidential authentication credentials through ordinary website forms, email, or WhatsApp.

15. Cancellations and Refunds

Cancellation and refund conditions may depend on the particular service, healthcare provider, travel arrangement, or other third-party booking involved.

Where Pavera charges its own service fee, applicable cancellation or refund terms should be communicated as part of the relevant service arrangement.

Third-party providers may impose their own:

• Cancellation fees
• Rescheduling fees
• Non-refundable deposits
• Refund timelines
• Booking conditions

Pavera cannot guarantee refunds of amounts paid directly to independent third parties.

Patients should review applicable cancellation conditions before making payments or confirming bookings.

16. Appointments and Scheduling

Pavera may assist with scheduling appointments, but appointment availability remains subject to healthcare-provider schedules and other operational factors.

Appointments may occasionally be:

• Rescheduled
• Delayed
• Cancelled
• Changed to another provider
• Changed from virtual to in-person or vice versa

Pavera will make reasonable efforts to communicate known scheduling changes but cannot guarantee that third-party providers will never alter appointments.

17. Communication Through WhatsApp, Email and Telephone

Pavera may communicate with users through:

• Email
• Telephone
• WhatsApp
• Website forms
• Other agreed communication channels

You are responsible for providing accurate contact details and maintaining reasonable security over your communication devices and accounts.

Ordinary email and consumer messaging platforms may not always be appropriate for transmitting highly sensitive medical information.

Where necessary, Pavera may request that medical records or sensitive information be provided through a more appropriate channel.

18. Privacy and Personal Information

Your privacy is important to us.

Our collection and use of personal and health information is described in the Pavera Health Partners Privacy Policy.

Our use of cookies and similar website technologies is described in our Cookie Policy.

By using our services, you acknowledge that healthcare coordination may require the processing and authorized sharing of relevant personal and medical information with healthcare providers and other parties involved in delivering the requested services.

Where required, Pavera will seek appropriate authorization or consent.

19. International Data Transfers

Healthcare coordination may involve hospitals, specialists, or service providers located outside your country.

Accordingly, relevant personal or medical information may need to be transferred internationally for purposes such as:

• Specialist assessment
• Hospital admission
• Second medical opinions
• Treatment planning
• Medical travel coordination

Pavera seeks to handle such transfers in accordance with applicable data-protection requirements and its Privacy Policy.

20. Website Information

Pavera aims to provide useful and accurate information on its website.

However, healthcare information, provider availability, regulations, travel requirements, treatment options, and other information may change over time.

Website content is provided primarily for general information and service-navigation purposes.

It should not be treated as personalized medical advice unless it is expressly provided by an appropriately qualified healthcare professional in the context of a professional consultation.

21. Intellectual Property

Unless otherwise stated, website content owned by Pavera, including:

• Text
• Branding
• Graphics
• Layouts
• Original illustrations
• Website design elements
• Documents
• Written resources
• Logos
• Other proprietary material

is protected by applicable intellectual-property laws.

You may view and use website content for personal, non-commercial purposes connected with evaluating or using Pavera's services.

You may not, without appropriate authorization:

• Reproduce substantial website content commercially;
• Republish proprietary materials;
• Modify and distribute protected content;
• Use Pavera branding in a misleading manner;
• Claim Pavera materials as your own; or
• Use website content for unlawful purposes.

Third-party trademarks, logos, photographs, or other materials remain the property of their respective owners.

22. Acceptable Use of the Website

You agree not to use the Pavera website to:

• Violate applicable law;
• Submit fraudulent or misleading information;
• Impersonate another person without authority;
• Attempt unauthorized access to website systems;
• Upload malware or harmful code;
• Interfere with website security;
• Scrape or harvest personal information unlawfully;
• Abuse website forms or communication channels;
• Send spam;
• Attempt to disrupt website availability;
• Infringe intellectual-property rights; or
• Use the website in a manner that could harm Pavera, patients, providers, or other users.

Pavera may restrict access where there is reasonable evidence of misuse, fraud, security threats, or unlawful activity.

23. Third-Party Websites and Services

The Pavera website may contain links to third-party websites or services, including:

• Hospitals
• Healthcare providers
• Travel providers
• WhatsApp
• Social media services
• Maps
• Payment providers
• Other external resources

External websites are controlled by their respective operators.

Pavera is not responsible for the content, availability, security, privacy practices, or terms of independent third-party websites.

Users should review the relevant third party's terms and privacy policies.

24. Service Availability

We aim to maintain reasonable availability of the Pavera website and services.

However, access may occasionally be interrupted because of:

• Maintenance
• Technical failures
• Internet outages
• Hosting issues
• Cybersecurity incidents
• Third-party service interruptions
• Events beyond our reasonable control

Pavera does not guarantee uninterrupted or error-free access to the website.

25. Security

Users must not attempt to bypass or interfere with website security measures.

While Pavera implements reasonable safeguards intended to protect information and website systems, no internet-based system can guarantee absolute security.

Users should take reasonable precautions when communicating electronically, including protecting devices, passwords, email accounts, and messaging applications.

26. Limitation of Responsibility

To the extent permitted by applicable law, Pavera is responsible for its own healthcare coordination and administrative services but does not assume responsibility for independent clinical decisions or services provided by third-party healthcare professionals and institutions.

Pavera is not responsible for losses caused solely by matters outside its reasonable control, including:

• Independent clinical decisions;
• Acts or omissions of independent healthcare providers;
• Travel-provider disruptions;
• Immigration or border-entry decisions;
• Inaccurate information supplied by the user or third parties;
• Events of force majeure; or
• Independent third-party systems and services.

Nothing in these Terms is intended to exclude or limit liability where such exclusion or limitation is prohibited by applicable law.

27. Indemnity

To the extent permitted by applicable law, you agree to be responsible for losses, claims, or expenses arising from your unlawful use of the website, deliberate provision of fraudulent information, infringement of third-party rights, or material breach of these Terms.

This provision does not remove any legal responsibility that Pavera may independently owe to you under applicable law.

28. Force Majeure

Pavera will not be responsible for delays or inability to perform obligations caused by circumstances beyond its reasonable control, which may include:

• Natural disasters
• Epidemics or pandemics
• War or civil unrest
• Government restrictions
• Border closures
• Strikes
• Transportation disruption
• Power failures
• Telecommunications failures
• Major cybersecurity incidents
• Healthcare facility closures
• Other extraordinary events

Where possible, Pavera will make reasonable efforts to communicate significant disruptions affecting active services.

29. Suspension or Termination of Services

Pavera may suspend or terminate access to services where reasonably necessary because of:

• Fraud
• Abuse
• Threats or harassment
• Non-payment
• Unlawful activity
• Security concerns
• Material breach of these Terms
• Inability to safely or lawfully continue providing the service

Where appropriate and reasonably possible, Pavera may communicate the reason for suspension or termination.

30. Complaints and Concerns

If you have concerns about Pavera's services, please contact us so that the matter can be reviewed.

When submitting a complaint, please provide sufficient information to help us understand and investigate the issue.

Concerns specifically relating to privacy or personal information should be submitted through the privacy contact details provided in our Privacy Policy.

31. Changes to These Terms

Pavera may update these Terms periodically to reflect:

• Changes to our services
• Changes to website functionality
• Changes in business operations
• Legal or regulatory developments
• New technologies
• Changes in healthcare coordination processes

The latest version will be published on the website together with the revised Last Updated date.

Where appropriate, material changes may also be communicated through additional notices.

32. Governing Law and Dispute Resolution

These Terms are governed by the laws applicable to Pavera Health Partners' contracting entity and the relevant service relationship, subject to any mandatory rights that apply in the patient's jurisdiction.

Before publication, Pavera should insert the appropriate governing-law and jurisdiction clause based on its registered legal entity and operating structure.

Governing Law: [Kenya]

Courts / Dispute Resolution Forum: [Insert Applicable Courts or Agreed Dispute Resolution Mechanism]

Where practical, the parties are encouraged to attempt to resolve disputes through good-faith communication before commencing formal proceedings.

Nothing in this section removes rights that cannot legally be waived under applicable consumer, healthcare, privacy, or other mandatory laws.

33. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

34. No Waiver

A failure by Pavera to enforce a provision of these Terms on one occasion does not necessarily constitute a waiver of that provision or the right to enforce it in the future.

35. Entire Agreement

These Terms, together with the Privacy Policy, Cookie Policy, any applicable Medical Disclaimer, and any separate written service agreement entered into with Pavera, form the relevant terms governing your use of the website and services.

Where a separate signed service agreement conflicts with these general website Terms, the specific provisions of the signed agreement may take precedence for the service covered by that agreement.

36. Contact Us

For questions about these Terms and Conditions or Pavera's services, please contact:

Pavera Health Partners

Email: hello@paverahealthpartners.com
Telephone: +254 142 494 473
Address: Nairobi, Kenya

For privacy-related enquiries, please use the privacy contact information provided in our Privacy Policy.

Important Notice

Pavera Health Partners provides healthcare navigation, coordination, and facilitation services.

Information on this website does not replace professional medical advice, diagnosis, or treatment. Always seek the advice of an appropriately qualified healthcare professional regarding medical conditions and treatment decisions.

For a medical emergency, contact the appropriate emergency medical service or healthcare facility in your location immediately.

Our Commitment

At Pavera Health Partners, our goal is to make complex healthcare journeys easier to navigate through clear information, responsible coordination, transparency, and patient-focused support.

We are committed to treating patients and their information with professionalism, respect, confidentiality, and care throughout the healthcare coordination journey.