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

1. Introduction

This Payment & Payout Policy (“Policy”) explains how payments, commissions, payouts, withdrawals, refunds, and payment-related disputes are handled on the Nexa Nurse Platform.

This Policy applies to all Clients, Registered Nurses, Care Assistants, healthcare institutions, corporate clients, and any other users of the Nexa Nurse website, mobile applications, and related services (collectively, the “Platform”).

This Policy should be read together with the Nexa Nurse Terms and Conditions, Client Terms of Service, Healthcare Professional Agreement, Cancellation & Refund Policy, and Privacy Policy.

2. Payment Processing

All bookings made through the Platform must be paid electronically using the payment methods made available by Nexa Nurse.

Payments are processed by licensed third-party payment service providers. Nexa Nurse does not store complete debit or credit card information.

A booking is not confirmed until the payment has been successfully authorized and received.

3. Accepted Payment Methods

Available payment methods may include:

• Debit Cards
• Credit Cards
• Bank Transfers
• Digital Wallets
• Mobile Money (where available)
• Other payment methods approved by Nexa Nurse

Available payment options may change without prior notice.

4. Pricing

Service prices displayed on the Platform are determined based on factors including:

• Type of healthcare service
• Duration of service
• Location
• Healthcare Professional qualifications
• Time of booking
• Availability
• Any additional approved service charges

Prices may be updated from time to time.

5. Taxes and Payment Gateway Charges

Unless otherwise stated:

• Clients are responsible for all applicable Value Added Tax (VAT).
• Clients are responsible for payment gateway processing fees.
• Clients are responsible for any government-imposed taxes or statutory charges relating to the booking.

Healthcare Professionals receive payouts based on the service fee after application of the Nexa Nurse Platform Fee.

6. Platform Commission

For every successfully completed booking:

• 85% of the service fee is payable to the Healthcare Professional.
• 15% of the service fee is retained by Nexa Nurse as its Platform Service Fee.

The Platform Service Fee covers, among other things:

• Technology infrastructure
• Payment processing administration
• Customer support
• Identity verification
• Booking management
• Fraud prevention
• Marketing and business development
• Platform maintenance and security

Nexa Nurse reserves the right to revise its Platform Service Fee upon providing reasonable notice to Healthcare Professionals.

7. Escrow of Client Payments

To protect both Clients and Healthcare Professionals, all service payments are initially held in escrow.

Funds remain securely held until:

• The booked service has been completed; and
• The Client confirms satisfactory completion of the service, or Nexa Nurse determines that the service was properly delivered following an investigation.

No payout will be made while a legitimate payment dispute is under investigation.

8. Confirmation of Service Completion

Following completion of a booking, Clients are expected to confirm through the Platform that the service has been delivered.

Confirmation may include:

• Approval within the App;
• Confirmation through the website; or
• Any other verification process implemented by Nexa Nurse.

If a Client does not respond within a reasonable period, Nexa Nurse may review available evidence and determine whether the payment should be released.

9. Weekly Payouts

Eligible earnings are paid to Healthcare Professionals once every week, on Friday.

To qualify for the weekly payout, all of the following conditions must be met:

• The booking has been completed.
• Payment has been successfully received from the Client.
• The Client has confirmed completion, or Nexa Nurse has approved payment after investigation.
• There are no unresolved payment disputes, fraud concerns, legal restrictions, or account limitations.

If a scheduled payout date falls on a public holiday or a day when banking services are unavailable, payouts may be processed on the next available business day.

10. Instant Withdrawals

Healthcare Professionals may request an Instant Withdrawal for eligible earnings.

Instant Withdrawals are subject to:

• Availability of the service;
• Successful identity verification;
• Internal fraud and compliance checks.

A 2.5% processing fee will be deducted from the withdrawal amount.

Instant Withdrawals are subject to banking and payment provider processing times and are not guaranteed to be immediate in every circumstance.

11. Minimum Withdrawal Amount

Nexa Nurse may establish a minimum withdrawal amount for standard or instant withdrawals.

The applicable minimum amount, if any, will be communicated through the Platform and may be updated from time to time.

12. Bank Account Information

Healthcare Professionals are responsible for providing accurate and up-to-date bank account details.

Nexa Nurse is not responsible for delays or failed transfers caused by:

• Incorrect account information;
• Closed or restricted accounts;
• Banking system failures; or
• Errors attributable to third-party financial institutions.

13. Payment Disputes

If a Client reports that:

• A service was not delivered;
• A Healthcare Professional failed to attend;
• The service was substantially incomplete; or
• There is another legitimate payment dispute,

Nexa Nurse will place the disputed funds on hold while conducting an investigation.

Both parties may be required to provide evidence, including:

• Booking records;
• Communications;
• Photographs;
• GPS or location data (where available);
• Supporting documentation;
• Witness statements.

Nexa Nurse aims to conclude investigations within seven (7) calendar days.

14. Investigation Outcomes

Following an investigation, Nexa Nurse may determine that:

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

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

15. Legal Rights

If either the Client or Healthcare Professional disagrees with Nexa Nurse’s decision, they may pursue legal action before a court of competent jurisdiction.

Each party shall bear its own legal costs unless otherwise ordered by the court.

16. Refunds

Refunds may be approved where appropriate, including but not limited to:

• Duplicate payments;
• Failed bookings;
• Services not delivered;
• Billing errors;
• Unauthorized transactions confirmed after investigation.

Refunds are subject to the Nexa Nurse Cancellation & Refund Policy and the rules of the applicable payment provider.

17. Chargebacks

If a Client initiates a chargeback through their bank or payment provider, Nexa Nurse may:

• Suspend the booking;
• Place funds on hold;
• Request additional information from the parties;
• Recover any amounts improperly paid;
• Suspend or terminate accounts where fraudulent chargebacks are identified.

Fraudulent or abusive chargebacks may be reported to financial institutions and relevant authorities.

18. Fraud Prevention

Nexa Nurse reserves the right to delay, reject, or reverse payments or payouts where there are reasonable grounds to suspect:

• Fraud;
• Identity theft;
• Unauthorized transactions;
• Money laundering;
• Payment manipulation;
• Platform abuse; or
• Any activity that may violate applicable laws or Platform policies.

Accounts involved in suspected fraudulent activity may be suspended pending investigation.

19. Currency

Unless otherwise specified, all payments, charges, commissions, refunds, and payouts are processed in the currency designated by Nexa Nurse for the relevant jurisdiction.

Currency conversion fees imposed by banks or payment providers are the responsibility of the user.

20. Transaction Records

Nexa Nurse maintains electronic records of payments, payouts, refunds, and related transactions.

Users are encouraged to review their transaction history regularly and report any discrepancies promptly.

21. Payment Errors

If you believe there has been an error in your payment or payout, you should notify Nexa Nurse as soon as reasonably possible.

Nexa Nurse will investigate reported payment issues and take appropriate corrective action where an error is confirmed.

22. Amendments

Nexa Nurse may amend this Policy from time to time to reflect operational, regulatory, legal, or commercial changes.

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

Continued use of the Platform after the effective date of any amendments constitutes acceptance of the revised Policy.

23. Governing Law

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

24. Contact Information

For enquiries relating to payments, payouts, refunds, or this Policy, please contact:

Legal Department
Email: legal@nexanurse.com

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

Violations & Compliance
Email: violations@nexanurse.com