Effective Date: 01-08-2026
Last Updated: 19-09-2026

1. Introduction

This Cancellation & Refund Policy (“Policy”) explains how bookings may be cancelled, when Clients may be eligible for refunds, and how refunds are processed on the Nexa Nurse Platform.

This Policy applies to all bookings made through the Nexa Nurse website, mobile applications, and related services (collectively, the “Platform”).

By using the Platform, you agree to this Policy.

2. Purpose

Nexa Nurse aims to provide a clear and transparent cancellation and refund process for Clients and Healthcare Professionals.

Because Healthcare Professionals may reserve time, decline other bookings, and travel to a Client’s location for a confirmed booking, the timing of a cancellation may affect the amount eligible for refund.

This Policy establishes how Nexa Nurse handles cancellations, service failures, disputes, and refunds.

3. Definitions

For the purposes of this Policy:

• Client means the individual or organization that books healthcare services through Nexa Nurse.

• Healthcare Professional means a Registered Nurse or Caregiver providing services through the Platform.

• Booking means a confirmed healthcare service arranged through the Platform.

• Cancellation means the withdrawal of a confirmed booking before completion.

• Refund means the return of funds to the Client following an approved cancellation, service failure, payment error, or other qualifying circumstance.

• Full Refund means the return of the eligible amount paid for the booking.

• Partial Refund means the return of part of the amount paid, with an applicable amount retained where justified by the circumstances of the booking.

4. Client Cancellation

Clients may cancel a confirmed booking through the Platform, subject to the status of the booking at the time of cancellation.

The refund applicable to a cancellation depends primarily on whether the Healthcare Professional has already commenced travel to the service location or has started providing the service.

Clients are encouraged to cancel as soon as they know that the service is no longer required.

5. Cancellation Before the Healthcare Professional Starts Travelling

If a Client cancels a confirmed booking before the Healthcare Professional has commenced travel to the service location, the Client is eligible for a full refund.

This applies where:

• The booking has been confirmed.

• The Client cancels the booking before the Healthcare Professional starts travelling.

• The Healthcare Professional has not commenced providing the service.

Nexa Nurse will process the eligible refund in accordance with the refund processing schedule outlined in this Policy.

6. Cancellation After the Healthcare Professional Has Started Travelling

If a Client cancels a booking after the Healthcare Professional has already started travelling to the service location, the Client may be eligible for a partial refund.

This is because the Healthcare Professional may have already committed time and incurred travel-related costs in response to the confirmed booking.

Nexa Nurse will review the circumstances of the cancellation and determine the applicable refund amount.

The amount retained may take into consideration:

• The stage of the Healthcare Professional’s journey.

• Travel already undertaken.

• Time committed to the booking.

• Whether the Healthcare Professional has reached the service location.

• Other relevant circumstances of the booking.

Where applicable, the remaining eligible balance will be refunded to the Client.

7. Cancellation After the Service Has Started

Once the Healthcare Professional has commenced providing the booked service, a refund is not automatically available.

However, Nexa Nurse may approve a full or partial refund depending on the circumstances.

A refund may be considered where:

• The Healthcare Professional fails to provide the agreed service.

• The service cannot continue due to circumstances beyond the control of the Client or Healthcare Professional.

• The Healthcare Professional provides only part of the booked service.

• There is a verified issue with the service.

• Nexa Nurse determines, following a review, that a refund is appropriate.

Where only part of the service was provided, a partial refund may be issued.

8. Service Not Provided

If a Client has paid for a service but the service is not provided, the Client may be eligible for a refund.

Nexa Nurse will review the booking to confirm whether the service was actually provided.

Where it is confirmed that:

• The booking was paid for;

• The service was not provided; and

• The Client is entitled to a refund,

Nexa Nurse will approve the applicable refund.

The refund may be a full refund or partial refund, depending on whether any part of the service was provided.

9. Cancellation by a Healthcare Professional

Healthcare Professionals are expected to honour accepted bookings.

If a Healthcare Professional cancels a confirmed booking, Nexa Nurse may:

• Attempt to assign another suitable Healthcare Professional where possible.

• Offer the Client the option to continue with a replacement professional.

• Provide a full refund where the service cannot be provided and no suitable replacement is available.

• Review the Healthcare Professional’s conduct where necessary.

Repeated cancellations, failure to attend, or other misconduct may result in warnings, suspension, or removal from the Platform.

10. Cancellation by Nexa Nurse

Nexa Nurse may cancel or refuse a booking where:

• Fraud is suspected.

• Payment cannot be verified.

• False or misleading information has been provided.

• Safety concerns exist.

• The Healthcare Professional becomes unavailable and no suitable replacement can be found.

• The booking violates applicable laws or Platform policies.

• Circumstances beyond Nexa Nurse’s reasonable control prevent the booking from proceeding.

Where a booking is cancelled by Nexa Nurse and the service cannot be provided, the Client will be eligible for an applicable refund.

11. Failure to Attend (No-Show)

Client No-Show

If the Client or patient is unavailable at the agreed service location and scheduled time without prior notice, the booking may be treated as a Client cancellation.

Nexa Nurse may review the circumstances of the no-show before determining the applicable refund.

Where the Healthcare Professional has already travelled to the location, a partial refund may apply.

Repeated no-shows may result in account restrictions or other appropriate action.

Healthcare Professional No-Show

If a Healthcare Professional fails to attend a confirmed booking without a valid reason:

• Nexa Nurse may attempt to arrange a replacement.

• If the service cannot be provided, the Client may be eligible for a full refund.

• The Healthcare Professional’s account may be reviewed for further action.

12. Refund Eligibility

Refunds may be approved in circumstances including, but not limited to:

• Client cancellation before the Healthcare Professional starts travelling.

• Services confirmed as not provided.

• Healthcare Professional cancellation where no suitable replacement is available.

• Duplicate payments.

• Failed transactions where funds were successfully debited.

• Verified billing errors.

• Unauthorized transactions confirmed after investigation.

• Bookings cancelled by Nexa Nurse where the service cannot be provided.

• Partial service delivery where a partial refund is determined to be appropriate.

Refunds may require verification before approval.

13. Partial Refunds

A partial refund may apply where circumstances do not justify a full refund.

Examples include:

• The Client cancels after the Healthcare Professional has started travelling.

• The Healthcare Professional has travelled to the service location but the service cannot proceed.

• Only part of the booked service was provided.

• Other circumstances where Nexa Nurse determines that a partial refund is appropriate.

Nexa Nurse will assess the circumstances of the booking before determining the applicable refund amount.

14. Refund Review and Verification

Where a refund requires verification, Nexa Nurse may review:

• Booking records.

• Booking status.

• Cancellation time.

• Healthcare Professional availability and travel status.

• In-app communications.

• Relevant service records.

• Information provided by the Client.

• Information provided by the Healthcare Professional.

• Other relevant evidence available to Nexa Nurse.

The purpose of the review is to establish whether the service was provided and determine the appropriate refund outcome.

15. Payment Disputes

If a Client disputes a payment or reports that a service was not provided, Nexa Nurse may:

• Place the relevant payment on hold where applicable.

• Conduct an investigation.

• Request information from the Client and Healthcare Professional.

• Review available booking and service records.

• Determine whether a full refund, partial refund, or payment release is appropriate.

Nexa Nurse aims to resolve payment disputes within seven (7) calendar days, where an investigation is required.

Evidence may include:

• Booking records.

• In-app communications.

• GPS or location information where available.

• Time logs.

• Photographs.

• Witness statements.

• Other relevant documentation.

16. Investigation Outcomes

Following a review or investigation, Nexa Nurse may determine that:

• A full refund should be issued.

• A partial refund should be issued.

• The payment should be released to the Healthcare Professional.

• Additional information is required before a decision can be made.

Nexa Nurse’s determination will be based on the information reasonably available at the time of the review.

17. Refund Processing

Once a refund has been approved, Nexa Nurse processes refunds according to its refund schedule.

Approved refunds are handled on the next day between 6:00 AM and 10:00 AM.

For example, if a refund is approved on Monday, it will be processed on Tuesday between 6:00 AM and 10:00 AM.

If a refund is approved after the applicable processing period, it will be handled during the next available refund processing period.

18. Refund Method

Approved refunds will generally be returned using the original payment method used for the booking.

Where the original payment method cannot receive the refund, Nexa Nurse may use another appropriate refund method where available and permitted.

The time required for refunded funds to appear in the Client’s account may depend on the payment provider, bank, card issuer, or other financial institution.

Nexa Nurse is not responsible for delays caused by third-party payment providers or financial institutions after the refund has been processed.

19. Payment Gateway and Third-Party Processing

Where a refund is approved, the amount returned to the Client will be determined based on the applicable refund circumstances and the amount eligible for refund.

Any applicable third-party processing requirements may affect the final amount returned where permitted under applicable terms or law.

Nexa Nurse will communicate any applicable deductions where they affect the Client’s refund.

20. Chargebacks

Clients are encouraged to contact Nexa Nurse Support before initiating a chargeback through their financial institution.

Where a chargeback is initiated, Nexa Nurse may:

• Review the disputed transaction.

• Suspend the affected booking where appropriate.

• Provide relevant transaction and booking information to the payment provider.

• Contest fraudulent or abusive chargebacks where appropriate.

21. Abuse of the Cancellation and Refund Process

Nexa Nurse may take appropriate action against Clients who repeatedly:

• Submit false refund claims.

• Provide misleading information about a service.

• Abuse the cancellation process.

• Abuse the dispute process.

• Engage in fraudulent activity.

Actions may include warnings, account restrictions, suspension, or permanent termination of the Client’s account.

22. Exceptional Circumstances

Nexa Nurse may exercise reasonable discretion where exceptional circumstances affect a booking, including:

• Natural disasters.

• Severe weather conditions.

• Government restrictions.

• Public health emergencies.

• Serious illness or hospitalization.

• Security or safety concerns.

• Other events beyond the reasonable control of the parties.

The applicable refund will depend on the circumstances and the extent to which the service could or could not be provided.

23. Changes to This Policy

Nexa Nurse may update this Policy from time to time to reflect changes in business operations, legal requirements, or Platform procedures.

Updated versions will be published on the Platform with a revised “Last Updated” date.

Continued use of the Platform after changes become effective constitutes acceptance of the revised Policy.

24. Governing Law

This Policy shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

25. Contact Us

If you have questions regarding cancellations, refunds, or this Policy, please contact:

Legal Department
Email: legal@nexanurse.com

For booking support or refund enquiries, please contact Nexa Nurse through the support channels available on the Platform.