Effective Date: 01-08-2026
Last Updated: 29-06-2026

1. Introduction

This Cancellation & Refund Policy (“Policy”) explains how bookings may be cancelled, how refunds are processed, and the rights and responsibilities of Clients and Healthcare Professionals using 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 fair cancellation and refund process that protects the interests of Clients, Registered Nurses, Care Assistants, and the Platform.

Because Healthcare Professionals reserve time and availability for confirmed bookings, cancellations may affect multiple parties. This Policy is intended to balance flexibility with fairness.

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 Care Assistant 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, payment error, or other qualifying circumstance.
• Platform Fee means the commission retained by Nexa Nurse for facilitating bookings.

4. Client Cancellation

Clients may cancel a confirmed booking through the Platform before the scheduled appointment.

Cancellation requests should be made as early as possible to minimize inconvenience to the assigned Healthcare Professional.

5. Cancellation Before Service Begins

Where a Client cancels a booking before the Healthcare Professional has commenced travel or service preparation, Nexa Nurse may approve a full or partial refund, subject to:

• Payment gateway charges;
• Administrative costs;
• Any non-refundable third-party fees.

6. Cancellation After a Healthcare Professional Has Started Travelling

If a Healthcare Professional has already commenced travel to the service location when the Client cancels, Nexa Nurse may determine that:

• A reasonable travel compensation is payable to the Healthcare Professional.
• The remaining balance, if any, will be refunded to the Client.

The amount of travel compensation will be determined based on the circumstances of the booking.

7. Cancellation After Service Has Started

Once a Healthcare Professional has commenced providing the booked service, refunds will generally not be available unless:

• The service cannot continue due to circumstances beyond the control of either party.
• The Healthcare Professional fails to deliver the agreed service.
• Nexa Nurse determines that a refund is appropriate following an investigation.

Partial refunds may be considered where only part of the service was delivered.

8. Cancellation by a Healthcare Professional

Healthcare Professionals are expected to honour accepted bookings.

If a Healthcare Professional cancels a confirmed booking without a valid reason, Nexa Nurse may:

• Reassign another Healthcare Professional where possible.
• Refund the Client where appropriate.
• Issue warnings.
• Temporarily suspend the Healthcare Professional’s account.
• Permanently remove the Healthcare Professional for repeated cancellations or misconduct.

9. Cancellation by Nexa Nurse

Nexa Nurse reserves the right to cancel or refuse a booking where:

• Fraud is suspected.
• Payment cannot be verified.
• False information has been provided.
• Safety concerns exist.
• A Healthcare Professional becomes unavailable and no suitable replacement can be found.
• The booking violates applicable laws or Platform policies.
• Events beyond Nexa Nurse’s reasonable control prevent the booking from proceeding.

Where appropriate, Clients will receive a refund in accordance with this Policy.

10. 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 shall be deemed cancelled by the Client.

In such circumstances:

• The Client shall forfeit 20% of the total service fee as a cancellation charge.
• The remaining eligible balance, if any, shall be refunded in accordance with this Policy after deducting any applicable payment gateway charges, taxes, or other non-refundable third-party fees.
• Nexa Nurse reserves the right to allocate all or part of the cancellation charge to compensate the assigned Healthcare Professional for reserved time, travel, and lost earning opportunities.
• Repeated no-shows or cancellations without prior notice may result in account restrictions, suspension, or permanent termination of the Client’s account.

Healthcare Professional No-Show

If the assigned Healthcare Professional fails to attend without a valid reason:

• Nexa Nurse will make reasonable efforts to assign a replacement.
• If a replacement cannot be arranged within a reasonable time, the Client may be eligible for a full refund.

Repeated no-shows by Healthcare Professionals may result in suspension or permanent removal from the Platform.

11. Refund Eligibility

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

• Duplicate payments.
• Failed transactions where funds were successfully debited.
• Booking cancellations that qualify under this Policy.
• Services that were not delivered.
• Verified billing errors.
• Unauthorized transactions confirmed after investigation.
• Bookings cancelled by Nexa Nurse where no alternative service is available.

Refunds are not automatic and are subject to review where necessary.

12. Non-Refundable Charges

Unless required by law or otherwise determined by Nexa Nurse, the following may not be refundable:

• Payment gateway processing fees.
• Government taxes.
• VAT already remitted.
• Third-party transaction costs.
• Reasonable travel compensation where applicable.
• Charges arising from Client misconduct or policy violations.

13. Payment Disputes

If a Client disputes a payment or alleges that a service was not delivered, Nexa Nurse will:

• Place the payment on hold in escrow.
• Conduct an investigation.
• Request information from both the Client and the Healthcare Professional.
• Review available evidence.
• Aim to issue a decision within seven (7) calendar days.

Evidence may include:

• Booking records.
• In-app communications.
• GPS or location data (where available).
• Time logs.
• Photographs.
• Witness statements.
• Other relevant documentation.

14. Investigation Outcomes

Following an investigation, Nexa Nurse may determine that:

• A full refund should be issued.
• A partial refund should be issued.
• Payment should be released to the Healthcare Professional.
• Additional information is required before a decision can be made.

Nexa Nurse’s determination is based on the information reasonably available at the time of the investigation.

15. Chargebacks

Clients should contact Nexa Nurse before initiating a chargeback through their financial institution.

Where a chargeback is initiated, Nexa Nurse reserves the right to:

• Suspend the booking.
• Suspend the Client’s account.
• Hold disputed funds.
• Recover amounts already paid where legally permitted.
• Contest fraudulent or abusive chargebacks.

Fraudulent chargebacks may result in permanent account termination and may be reported to relevant authorities.

16. Refund Method

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

Where this is not possible, Nexa Nurse may use another suitable method permitted by applicable law.

17. Refund Processing Time

Once a refund has been approved:

• Nexa Nurse will initiate the refund promptly.
• The time required for the funds to appear in the Client’s account depends on the payment provider, financial institution, and applicable banking processes.

Nexa Nurse is not responsible for delays caused by third-party payment providers or financial institutions.

18. Abuse of the Cancellation Process

To protect the integrity of the Platform, Nexa Nurse may take action against users who repeatedly:

• Cancel bookings without valid reasons.
• Submit false refund requests.
• Abuse the dispute process.
• Engage in fraudulent conduct.
• Misuse promotional offers.

Actions may include warnings, account restrictions, suspension, or permanent termination.

19. Exceptional Circumstances

Nexa Nurse may exercise discretion in applying this Policy where exceptional circumstances exist, 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.

20. Changes to This Policy

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

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.

21. Governing Law

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

22. Contact Us

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

Legal Department
Email: legal@nexanurse.com

To report suspected fraud, abuse, or violations of this Policy:

Violations & Compliance
Email: violations@nexanurse.com

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