Terms of Service

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“User”, “you”, “your”) and Orivoy Limited, a company incorporated under the laws of the Federal Republic of Nigeria, trading as Diagknos (“we”, “us”, “our”). By accessing or using our platform, including our website at diagknos.com, our WhatsApp channel and our web application, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not use the platform. We may update these Terms from time to time. Where changes are material, we will provide reasonable notice through the platform or via email. Continued use of the platform following notification constitutes acceptance of the updated Terms. If you disagree with any changes, your remedy is to discontinue use of the platform.

Diagknos is a home diagnostics coordination platform. We provide technology-enabled logistics that connect patients with certified phlebotomists for at-home sample collection and coordinate the delivery of those samples to the patient’s chosen partner laboratory.

Diagknos is not a laboratory, diagnostic provider, medical facility, or healthcare provider. We do not:

• Perform, interpret, or validate any diagnostic tests
• Provide medical advice, diagnoses, or treatment recommendations
• Operate or manage any laboratory facility
• Make clinical decisions regarding your health
• Employ physicians or provide clinical consultations

Diagnostic testing, result generation, interpretation, and clinical accuracy are the sole responsibility of the partner laboratory you select at the time of booking. Any questions about your test results should be directed to the partner laboratory or your personal healthcare provider.

3.1 Eligibility

To use Diagknos, you must be at least 18 years of age and have the legal capacity to enter into a binding agreement under Nigerian law. Parents or legal guardians may book services on behalf of minors, in which case the parent or guardian accepts these Terms on the minor’s behalf and assumes full responsibility for the booking.

3.2 Account Registration

To book a test, you must create a Diagknos account. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your information to keep it accurate
• Keep your account credentials confidential and not share them with any third party
• Notify us immediately at support@diagknos.com if you suspect unauthorised access to your account.

You are responsible for all activity that occurs under your account. We reserve the right to suspend or terminate accounts that contain false information, are used fraudulently, or violate these Terms.

4.1 Booking

You may browse available tests on our platform and select the tests you wish to book, your time, and location. To book, you will choose your preferred partner laboratory from the available options, provide a collection address within our service area, and make payment for the test using our platform in partnership with our third-party payment processors. A booking constitutes an offer by you to engage our coordination services. A booking is confirmed when we send you a confirmation notification via SMS or email. Until confirmation, no binding agreement for service delivery exists.

4.2 Sample Collection

A certified phlebotomist will attend the collection address to collect your diagnostic sample. All phlebotomists operating through the Diagknos platform are licensed healthcare professionals registered with the relevant Nigerian regulatory bodies (including NMCN, MLSCN, or MDCN) and operate in accordance with our Phlebotomy Services Quality Management System, which is aligned with ISO 15189:2022 and ISO 20658:2023 standards.

You must present valid identification at the time of collection to confirm your identity. The phlebotomist may decline to collect a sample if they are unable to verify your identity, if they feel unsafe to do so, if clinical conditions make collection inadvisable, or if the collection environment is unsuitable for maintaining sample integrity.

4.3 Sample Delivery

Following collection, the phlebotomist will transport your sample to the partner laboratory you selected, in accordance with established cold chain and sample handling protocols. Diagknos maintains a chain-of-custody documentation for all samples from the point of collection to laboratory handover.

4.4 Results

Test results are generated by the partner laboratory, not by Diagknos. Results will be made available to you through the Diagknos platform once released by the laboratory. Typical turnaround times depend on the test type and the laboratory’s processing schedule; estimated timelines are provided at the time of booking and are not guaranteed.

Important: You should not make medical decisions based solely on results viewed through our platform without consulting a qualified healthcare professional for interpretation. If your results indicate an urgent or critical finding, seek medical attention immediately.

5.1 Service Area

Diagknos currently operates within select areas of Lagos, Nigeria. Our service area may be expanded over time. If your collection address falls outside our current service area, we will notify you at the time of booking. We reserve the right to decline bookings for addresses outside our operational coverage.

5.2 Collection Timing

We aim to dispatch a phlebotomist to arrive as soon as possible or within your selected time slot. While we make commercially reasonable efforts to meet this target, collection times are estimates, not guarantees. Factors, including but not limited to traffic conditions, weather, phlebotomist availability, preceding appointments, and unforeseen circumstances in Lagos, may cause delays.

If a significant delay is anticipated (more than 30 minutes beyond the estimated window), we will notify you by SMS or phone and offer the option to reschedule at no additional cost. If we are unable to fulfil a booking on the scheduled date, you are entitled to a full refund.

6.1 Pricing Structure

Fees consist of a base coordination fee for phlebotomist dispatch and sample handling, a distance-based component calculated from the phlebotomist's location to your collection address, and laboratory test fees as set by the partner laboratory. The total fee is displayed before you confirm. By confirming, you agree to pay the total shown. All prices are in Nigerian Naira (₦) and inclusive of applicable taxes unless stated otherwise.

6.2 Payment

Payment is processed at the time of booking through our integrated payment gateway. We accept the payment methods displayed at checkout. Payment processing is handled by third-party payment processors; Diagknos does not store your full payment card details. If a payment fails or is reversed after services have been rendered, we reserve the right to suspend your account until the outstanding amount is resolved.

6.3 Price Changes

We may adjust our pricing from time to time. Price changes will not affect bookings that have already been confirmed. Updated pricing will be displayed on the platform and will apply to all new bookings from the date of publication.

7.1 Cancellation by You

• More than 2 hours before your scheduled collection: Full refund, processed within 5–10 business days.
• Less than 2 hours before your scheduled collection: Laboratory test fees refunded; coordination fee is non-refundable.
• After the phlebotomist has been dispatched: No refund on the coordination fee; lab test fees refunded if the sample has not yet been collected.
• After the sample has been collected: No refund.

7.2 Cancellation by Diagknos

We may cancel if no phlebotomist is available, the collection address is inaccessible, we identify a payment concern, or circumstances prevent safe service delivery. Where we cancel, you receive a full refund.

7.3 Refund Processing

Refunds are processed to the original payment method. Processing times depend on your bank or payment provider and typically take 5–10 business days. We are not responsible for delays caused by your financial institution.

When using Diagknos, you agree to:

• Provide accurate personal and health information required for your booking
• Be present at the collection address at the scheduled time, or ensure an authorised adult is present if the booking is for a minor
• Present valid identification to the phlebotomist upon request
• Ensure the collection environment is clean, well-lit, and safe for the phlebotomist to carry out sample collection
• Inform the phlebotomist of any relevant medical conditions, allergies, or medications that may affect sample collection
• Treat phlebotomists and Diagknos staff with respect and courtesy
• Not use the platform for any unlawful purpose
• Not attempt to access another user’s account or personal data

Phlebotomist safety: Our phlebotomists have the right to a safe working environment. If a phlebotomist feels unsafe or encounters hostile, threatening, or abusive behaviour, they are authorised to terminate the collection visit immediately. In such cases, no refund of the coordination fee will be issued.

Diagknos partners with accredited and reputable laboratories in Nigeria. By selecting a partner laboratory at the time of booking, you acknowledge and agree that:

• The partner laboratory is solely responsible for the accuracy, timeliness, and quality of diagnostic testing and result generation
• Diagknos does not guarantee, endorse, or assume liability for the results produced by any partner laboratory
• The partner laboratory may have its own terms of service and privacy policy
• Turnaround times for results are determined by the laboratory and are provided as estimates only

Phlebotomists who provide services through the Diagknos platform are independent healthcare professionals, not employees of Diagknos. All phlebotomists operating through our platform:

• Hold current, valid licences issued by the relevant Nigerian regulatory bodies (NMCN, MLSCN, or MDCN)
• Have been vetted and onboarded through our quality assurance process
• Operate in accordance with our Phlebotomy Services Quality Management System
• Are bound by confidentiality obligations regarding your personal and health data

While we take reasonable steps to ensure phlebotomist competence and professionalism, Diagknos is not liable for the clinical judgment of any phlebotomist.

11.1 Scope of Our Responsibility

Diagknos is responsible for the coordination services we provide. We are liable for failures in these functions where they result from our negligence or breach of these Terms.

11.2 Exclusions

To the maximum extent permitted by Nigerian law, Diagknos shall not be liable for:

• Diagnostic accuracy: any errors, omissions, or inaccuracies in diagnostic test results
• Clinical outcomes: any medical decisions, treatments, or health outcomes
• Sample degradation after handover: deterioration occurring after handover to the laboratory
• Third-party actions: acts or omissions of labs, payment processors, etc.
• Indirect losses: incidental, consequential, special, or punitive damages
• Force majeure: events beyond our control

11.3 Liability Cap

Where Diagknos is found liable, our total liability for all claims arising from a single booking shall not exceed the total fees you paid for that booking.

11.4 Time Limit for Claims

Any claim must be brought within 12 months of the event giving rise to the claim.

All content, designs, software, trademarks, logos, and other intellectual property on the Diagknos platform are owned by or licensed to Orivoy Limited. You may not copy, modify, distribute, sell, or lease any part of our platform or its content without our prior written consent. You retain ownership of any personal data and content you submit to the platform.

Diagknos shall not be liable for any failure or delay caused by circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, epidemics, or public health emergencies
• Severe weather conditions or flooding
• Significant traffic disruptions or infrastructure failures in Lagos
• Fuel scarcity, power outages, or utility disruptions
• Civil unrest, protests, or curfews
• Labour disputes or industrial action
• Telecommunications failures
• Acts of government or changes in law

You agree to indemnify, defend, and hold harmless Orivoy Limited, its directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, and expenses arising out of or in connection with your breach of these Terms, misuse of the platform, or any inaccurate information you provide.

15.1 Informal Resolution

If you have a dispute, you agree to first attempt to resolve it informally by contacting us at support@diagknos.com.

15.2 Mediation

If the dispute is not resolved informally within 30 days, either party may refer it to mediation in Lagos, Nigeria.

15.3 Jurisdiction

If the dispute is not resolved through mediation, either party may commence legal proceedings in the courts of Lagos State, which shall have exclusive jurisdiction.

Your privacy is important to us. Our collection, use, and protection of your personal data is governed by our Privacy Policy. By using the platform, you acknowledge that you have read and understood our Privacy Policy.

By creating a Diagknos account, you consent to receive communications from us by SMS, email, WhatsApp and in-app notifications. Transactional communications (booking confirmations, results notifications) are essential to service delivery and cannot be opted out of.

18.1 By You

You may close your account at any time by contacting us at support@diagknos.com.

18.2 By Diagknos

We may suspend or terminate your account if you breach these Terms, engage in fraud or illegal activity, provide false information, endanger the safety of phlebotomists or staff, or if your account shows signs of unauthorised access. Where we terminate your account due to breach, any unused booking credit or pending refund may be forfeited to the extent permitted by law. We will provide reasons for termination unless prevented by law.

The Diagknos platform is provided on an “as is” and “as available” basis. We do not warrant that the platform will be uninterrupted, error-free, or completely secure, that all information will be accurate or current at all times, or that the platform will be compatible with all devices.

Medical disclaimer: Nothing on the Diagknos platform constitutes medical advice. The platform is a logistics coordination tool and should not be used as a substitute for professional medical consultation, diagnosis, or treatment. Always seek the advice of a qualified healthcare provider with any questions regarding a medical condition.

20.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Diagknos regarding your use of the platform. They supersede all prior or contemporaneous agreements, representations, or understandings, whether written or oral.

20.2 Severability

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

20.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. A waiver of any term shall only be effective if in writing and signed by an authorised representative of Diagknos.

20.4 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to any affiliate or successor entity, provided that such assignment does not materially diminish your rights.

20.5 Third-Party Rights

These Terms do not confer any rights on any third party. Partner laboratories and phlebotomists are not third-party beneficiaries of these Terms and cannot enforce any provision hereof.