Last Updated: September 16, 2025
Welcome to MyAfya, a platform connecting clients with licensed therapists for mental health and therapy services. By accessing or using our platform, including registering an account, scheduling sessions, or participating in therapy, you enter into this Agreement ("Terms") with MyAfya, located at PO Box 12345, Nairobi, Kenya (support@myafya.africa). These Terms govern your use of the MyAfya website, mobile applications, and related services (collectively, the "Platform"). If you do not agree with these Terms, you must not access or use the Platform.
Important Notice: This Agreement is subject to binding arbitration and a class action waiver as detailed in Section 8. Telehealth consent is detailed in Section 12.
3.1 Therapist Qualifications: Therapists providing services on the Platform must be registered, trained, and experienced professionals, holding relevant academic degrees and certifications. Therapists must have at least 3 years of experience and be qualified by their respective professional boards after completing necessary education, exams, and training.
3.2 Independent Providers: Therapists are independent providers, not employees, agents, or representatives of MyAfya. The Company’s role is limited to enabling Therapist Services. Therapists are solely responsible for the performance and outcomes of their services. If a therapist’s services do not meet your needs, you may request to change to a different therapist available on the Platform, subject to availability and licensing requirements.
3.3 Limitations: Therapist Services may not be suitable for all mental health needs, such as active substance withdrawal or severe conditions requiring in-person care. If you are considering suicide, self-harm, or harm to others, or if you have a medical emergency, contact your local emergency services immediately. The Platform is not designed for such cases, and therapists cannot provide the required assistance in these situations. The Platform is also not intended for clinical diagnoses requiring in-person evaluations or for official documentation (e.g., court-ordered therapy or emotional service dog certification).
4.1 Eligibility: To use the Platform, you must be at least 18 years old or have parental consent if under 18. Clients and therapists must provide accurate, complete, and up-to-date information during registration, including personal details, contact information, and professional credentials (for therapists). For minors, the consenting parent or guardian confirms they have the sole right to consent to Therapist Services and agree to the collection and use of the minor’s personal information as per the Privacy Policy.
4.2 Account Security: You are responsible for maintaining the confidentiality of your account credentials. You agree to notify MyAfya immediately of any unauthorized access or use of your account. You are liable for all activities performed using your account, whether authorized or not, and agree to indemnify MyAfya for any resulting damage or loss.
4.3 Verification: Therapists must provide valid licensing and certification details, which MyAfya may verify. MyAfya reserves the right to suspend or terminate accounts with unverified or false information.
5.1 Client Responsibilities: Clients agree to:
5.2 Therapist Responsibilities: Therapists agree to:
5.3 Prohibited Conduct: Users (clients and therapists) may not:
6.1 Subscription Options: MyAfya offers subscription plans with billing options (e.g., weekly, monthly, or quarterly). Subscriptions automatically renew until canceled. You acknowledge responsibility for recurring charges until cancellation. Billing begins when you are matched with a therapist, and unused sessions do not roll over to the next billing cycle.
6.2 Client Payments: Clients agree to pay for therapy sessions as outlined during booking. Payments are processed through the Platform’s secure payment system. You confirm that you are authorized to use the provided payment methods and that payment information is accurate.
6.3 Therapist Compensation: Therapists will receive payments per MyAfya’s payment schedule, subject to applicable fees and taxes.
6.4 Refunds and Cooling-Off Period: Refunds for canceled sessions are subject to the Platform’s refund policy. In countries with a mandatory 14-day cooling-off period, clients may withdraw from the contract by contacting support@myafya.africa and completing the required process.
6.5 Price Adjustments: MyAfya reserves the right to adjust subscription prices with proper notice. You may cancel your subscription if changes are unsatisfactory.
7.1 Scheduling: Clients can schedule sessions with therapists through the Platform, subject to therapist availability. Sessions may be conducted online or in-person, as agreed.
7.2 Cancellation Policy: Cancellations within 24 hours of a session or missed sessions may incur a fee (e.g., KES 1,500 per occurrence). Timely cancellations ensure therapists can utilize open slots effectively.
8.1 Arbitration Agreement: Any dispute, claim, or controversy arising out of or relating to these Terms or the use of the Platform or Therapist Services (“Disputes”) will be resolved by binding arbitration on an individual basis, administered by a recognized arbitration body (e.g., Kenya Branch of the Chartered Institute of Arbitrators) under its Consumer Arbitration Rules. Arbitration will be conducted in Nairobi, Kenya, unless otherwise agreed. The arbitrator will apply Kenyan law and have exclusive authority to resolve disputes related to this Agreement’s interpretation, applicability, or enforceability.
8.2 Class Action Waiver: You and MyAfya agree to waive the right to bring, hear, or arbitrate Disputes as a class, collective, or representative action. Any claim that this waiver is unenforceable must be determined by a court, not an arbitrator. If the waiver is found unenforceable, the class or collective action must be litigated in a court in Nairobi, Kenya.
8.3 Exceptions: This arbitration agreement does not apply to individual claims in small claims court, claims of sexual assault or harassment, or injunctive relief for intellectual property violations.
8.4 Opt-Out: You may opt out of this arbitration agreement within 30 days of first accessing the Platform by emailing optout@myafya.africa with your name, address, and a clear statement of opting out. If you do not opt out, you and MyAfya are bound by this arbitration agreement.
9.1 Data Collection: MyAfya collects personal information (e.g., name, email, phone number, therapy preferences) to provide Services. For details, see our Privacy Policy, which is incorporated into these Terms.
9.2 Confidentiality: Therapists are bound by professional confidentiality obligations. MyAfya uses industry-standard security measures to protect user data but cannot guarantee absolute security.
9.3 Consent to Electronic Communications: You consent to receive electronic communications (e.g., appointment reminders, updates to Terms) via email or text to the contact information provided. You may opt out of non-essential communications through your account settings, but certain communications (e.g., billing notices) are mandatory.
The Platform and all related content, including names, logos, and designs (“MyAfya Intellectual Property”), are owned by MyAfya or its licensors. You are granted a limited, non-exclusive, non-transferable license to access and use the Platform for personal, non-commercial purposes. Unauthorized use of MyAfya’s trademarks or intellectual property is prohibited.
11.1 No Medical Advice: MyAfya is a platform connecting clients and therapists and does not provide medical or therapeutic advice directly. Therapists are solely responsible for the content and outcomes of sessions.
11.2 Disclaimer of Warranties: The Platform is provided “as is” without warranties of any kind, including merchantability, fitness for a particular purpose, or accuracy. Use of the Platform is at your own risk.
11.3 Limitation of Liability: MyAfya is not liable for any indirect, incidental, consequential, or punitive damages arising from the use of the Platform or Therapist Services. MyAfya’s aggregate liability shall not exceed the amount paid by you through the Platform in the 12 months prior to the claim.
11.4 Service Availability: MyAfya does not guarantee uninterrupted access to the Platform and may modify or suspend Services at any time without liability.
By using the Platform, you consent to receiving Therapist Services remotely via electronic communications, including online messaging, chat, audio, or video. You understand the risks and benefits of telehealth, including the electronic transmission of medical records. You agree to provide your location accurately before each session, if required. You may withdraw telehealth consent at any time without affecting your right to future care, subject to therapist requirements.
MyAfya may suspend or terminate your account for violations of these Terms, including non-payment, unprofessional conduct, or providing false information. Upon termination, you will lose access to the Platform, and any outstanding payments remain due. Provisions regarding arbitration, limitation of liability, and indemnification survive termination.
These Terms are governed by the laws of Kenya, excluding any rules governing choice of laws. Disputes not subject to arbitration will be resolved in the courts of Nairobi, Kenya. Nothing in these Terms affects your statutory consumer protection rights under the laws of your country of residence.
MyAfya may update these Terms at any time by posting changes on the Platform. Significant changes will be communicated via email or the Platform. Continued use of the Platform after changes constitutes acceptance of the updated Terms.
For questions or complaints about these Terms or the Platform, contact us at:
Email: support@myafya.africa
Address: MyAfya, PO Box 12345, Nairobi, Kenya