Terms and Conditions for Clinics

Version 2026-10. These terms apply to every clinic, hospital, health centre and maternity home ("the Clinic") listed on ZaziPoa.

1. The agreement

These terms are an agreement between the Clinic and ZaziPoa ("ZaziPoa"), Nairobi, Kenya. The person who signs during registration confirms that they are authorised to bind the Clinic. These terms, the Privacy Policy and the information the Clinic gives during registration together form the agreement.

2. The service

ZaziPoa lists verified clinics, lets mothers choose a maternity package and pay for it in instalments, sends reminders, records payments, and gives the Clinic tools to confirm payments and check mothers in. ZaziPoa is a technology platform: it is not a lender, an insurer or a payment service provider, and it never receives or holds mothers' payments.

3. Eligibility and verification

• The Clinic must be registered and hold a current licence from the Kenya Medical Practitioners and Dentists Council, the Nursing Council of Kenya or the Clinical Officers Council (as applicable), and be operating lawfully in its county.
• The Clinic must upload the documents listed during registration, including its facility registration certificate, current facility licence, business registration, CR12 or official search, the National IDs and KRA PIN certificates of its directors or proprietors, the practising licence of the person in charge, its County Single Business Permit and proof of its M-Pesa or Airtel account.
• All information and documents must be true, complete and current. ZaziPoa may verify them with the relevant councils, the Kenya Master Health Facility List and county health authorities, visit the facility, and make test payments. ZaziPoa may refuse any application.

4. Staying compliant

• The Clinic must keep all licences and permits valid and upload renewed documents before they expire. If a required document expires, the Clinic is hidden from new mothers until the current one is approved.
• The Clinic must tell ZaziPoa within 7 days of any change in ownership, directors, the person in charge, licence status, address or payment account, and immediately if any regulator suspends, closes or sanctions it.
• Payment account changes take effect only after ZaziPoa verifies the new account.

5. Packages and prices

• Packages must state clearly what they include, in Kenya Shillings.
• Price lock: the Clinic must honour each package at the price shown on the day the mother started her plan.
• The Clinic must not charge extra for anything included in the package. Additional services may be charged only when medically necessary or requested by the mother, and must be explained, with their price, beforehand wherever the situation allows. Amounts the mother has paid count toward her bill.

6. Mothers' payments

• Mothers pay the Clinic directly into an M-Pesa Till, Paybill or Airtel Money account registered in the Clinic's own business name. Accounts in a personal name are not accepted.
• If the Clinic offers online payment, mothers may also pay through ZaziPoa's licensed payment provider (Flutterwave), which settles each payment into a sub-account in the Clinic's own business name. The provider's transaction fee is deducted from the amount the Clinic receives. ZaziPoa does not receive or hold these payments, apart from any commission under section 8, which the provider deducts at source.
• The Clinic may pay its ZaziPoa subscription by M-Pesa pop-up or card. Such payments are confirmed automatically.
• The Clinic must confirm or reject each reported payment honestly within 2 working days, and record payments made in person.
• The Clinic must give a receipt on request and keep proper records of all payments received through ZaziPoa plans.
• Refunds and transfers: the Clinic must follow ZaziPoa's published refund and transfer policy. If the Clinic leaves ZaziPoa or closes, it must either deliver the care mothers have paid for or refund the amounts paid, promptly.

7. Standards of care

• The Clinic is solely responsible for the medical care it provides and must provide it in line with the laws of Kenya, professional standards and Ministry of Health guidelines, through properly qualified and licensed staff.
• The Clinic must treat every mother with dignity, privacy and respect, and must never detain a mother or her baby over an unpaid balance.
• The Clinic must not refuse emergency treatment, as required by the Constitution of Kenya.

8. Fees

• The Clinic pays ZaziPoa a monthly subscription for the plan it chooses, starting on the day the Clinic goes live, payable within 7 days of the start of each month. Current plans: Starter KES 1,500 a month (up to 20 active mothers); Growth KES 3,500 a month (up to 80 active mothers); Hospital KES 7,500 a month (unlimited mothers). A price agreed in writing for a particular Clinic replaces the plan price.
• If the number of mothers with an active plan at the Clinic goes above its plan's limit, the Clinic moves to the plan that fits from its next invoice, and ZaziPoa tells it by SMS. The Clinic may change plan at any time from its dashboard.
• ZaziPoa sends invoices by SMS and in the Clinic dashboard. Any applicable taxes are shown on the invoice.
• If an invoice is overdue, ZaziPoa may hide the Clinic from new mothers until it is paid. Mothers already on a plan are not affected.
• ZaziPoa may change its fees with at least 30 days' written notice.

9. Personal data

• Both parties must comply with the Data Protection Act, 2019. The Clinic may use mothers' personal data only to deliver their plan and care, must keep it confidential and secure, and must not use it for marketing or share it with others except as the law requires.
• The Clinic is responsible for its own medical records about the mother.
• The Clinic must tell ZaziPoa within 48 hours of becoming aware of any data breach affecting ZaziPoa mothers, so that both parties can meet their duties under the Act.
• ZaziPoa keeps the Clinic's documents, including directors' identity documents, securely and uses them only to verify the Clinic and meet legal obligations.

10. Complaints and investigations

The Clinic must respond to complaints from mothers promptly and fairly, and cooperate with ZaziPoa when it looks into a report. ZaziPoa may share a summary of a complaint with the Clinic, and may report suspected unlawful conduct to the relevant regulator.

11. ZaziPoa name and badge

While its listing is active, the Clinic may say it is "Verified by ZaziPoa" and use the ZaziPoa name to tell mothers about the service. It must stop when its listing ends.

12. Suspension and ending the agreement

• Either party may end this agreement with 30 days' written notice.
• ZaziPoa may suspend or end the listing immediately if the Clinic loses or fails to renew a licence, gives false information or documents, misuses mothers' payments or data, puts mothers at risk, or seriously breaches these terms.
• When the agreement ends, the Clinic must honour plans already started, or refund mothers as set out in section 6.

13. Liability

The Clinic is responsible for, and will indemnify ZaziPoa against, claims arising from its medical care, its staff, its handling of payments and data, and its breach of the law or these terms. To the extent allowed by law, ZaziPoa's total liability to the Clinic is limited to the fees the Clinic paid ZaziPoa in the three months before the claim.

14. Changes and notices

ZaziPoa may update these terms and will give at least 30 days' notice of material changes by email, SMS or the dashboard. Notices to ZaziPoa go to info@zazipoa.co.ke.

15. Law and disputes

This agreement is governed by the laws of Kenya. The parties will first try to resolve any dispute through good-faith discussion for 14 days, then through mediation in Nairobi, and failing that, through the courts of Kenya.

16. Contact

ZaziPoa, Nairobi, Kenya. Phone: +254 706 004 003. Email: info@zazipoa.co.ke.