CloseBy Care Service Terms
Last Updated: 9 October 2026
These Care Service Terms (“Terms”) govern your use of CloseBy’s care coordination and related services.
By using CloseBy’s services, you confirm that you have read, understood and agreed to these Terms. Using the services includes visiting or contacting CloseBy to arrange care, booking a service, paying for a service, or receiving a service. You can confirm this by ticking the agreement box on our website before you book. Your use of the services also counts as your acceptance, including where a box was not ticked.
If you do not agree with these Terms, please do not use the services. If you have a question before you start, contact us at [email protected].
1. Who These Terms Apply To
These Terms apply to:
- CloseBy, 483C Omotunde Akinsola Street, Ikeja, Lagos;
- the Payer, meaning the person who creates or funds the CloseBy account or purchases Services; and
- the Service User, meaning the Elder or other individual for whom the Services are arranged.
The Payer and Service User may be the same person or different people.
Where the Service User has a legally authorised representative, that person may act only within the scope of their lawful authority.
If you use the Services on behalf of someone else as their legally authorised representative, you confirm by that use that you have legal authority to act for the Service User in relation to the matters covered by these Terms. CloseBy may ask for evidence of that authority.
2. How the CloseBy Service Works
CloseBy helps families arrange and manage health, wellness and care-related services for older relatives.
Depending on the Services selected, CloseBy may coordinate:
- doctor home visits;
- nurse or wellness visits;
- routine health checks;
- laboratory or diagnostic services;
- medication fulfilment or delivery;
- healthcare appointments;
- ongoing care coordination;
- wellbeing check-ins;
- service updates; and
- other care-related services made available through CloseBy.
The specific Services purchased will be shown in the relevant Care Plan, booking page, checkout screen or order confirmation. Those details form part of these Terms.
3. CloseBy’s Role
CloseBy provides care coordination, service management and access to participating Healthcare Providers.
CloseBy will use reasonable care and skill in providing the Services for which it is responsible.
Unless expressly stated otherwise, CloseBy does not itself:
- diagnose medical conditions;
- prescribe medication;
- determine clinical treatment;
- provide emergency medical services; or
- replace the professional relationship between the Service User and the treating Healthcare Provider.
CloseBy may arrange Services through doctors, nurses, laboratories, pharmacies, clinics and other qualified third party providers.
4. Healthcare Providers
Healthcare Providers remain responsible for the professional and clinical services they provide.
The treating Healthcare Provider is responsible for matters including:
- assessment;
- diagnosis;
- clinical advice;
- prescriptions;
- treatment decisions;
- clinical consent;
- referrals;
- clinical follow up; and
- medical record keeping.
Neither CloseBy nor the Payer may instruct a Healthcare Provider to make a particular clinical decision.
A Healthcare Provider may decline or change a proposed service where they reasonably consider this necessary for safety, professional, clinical or legal reasons.
5. The Service User
The Service User is the person receiving the care.
Paying for the Services does not transfer the Service User’s healthcare rights to the Payer.
Unless another person has lawful authority to act for them, the Service User retains the right to:
- participate in decisions about their care;
- accept or refuse treatment;
- ask questions about their care;
- control how their health information is shared, subject to applicable law;
- raise complaints;
- change permitted communication arrangements; and
- discontinue Services.
The Service User may be asked to complete CloseBy’s Elder Consent, Privacy & Authorisation Form before certain Services can begin. That form records the Service User’s own choices about their care and information. It is separate from these Terms, and the Service User decides what to share.
6. The Payer
Where you purchase or fund Services for someone else, you are acting as the Payer.
As Payer, you agree to:
- provide accurate billing and contact information;
- pay all authorised charges;
- keep your payment information current;
- respect the Service User’s healthcare choices and confidentiality rights; and
- only represent that you have legal authority to make healthcare decisions where you actually have that authority.
Paying for another person’s care does not automatically give you the right to:
- make medical decisions for them;
- access their medical records;
- receive their diagnosis;
- receive consultation notes;
- approve or refuse treatment on their behalf; or
- receive other confidential health information.
Where you pay for care for another person, you understand and accept that payment does not automatically give you authority to make medical decisions for them or to receive their confidential health information.
Any health or care information CloseBy may share with you will depend on the Service User’s authorisation and applicable law.
7. Care Plans and Bookings
The Services available to a Service User may be reflected in their CloseBy Care Plan.
The Care Plan or relevant booking confirmation may specify:
- the Services selected;
- frequency of Services;
- service location;
- provider type;
- start date;
- applicable charges;
- recurring Services;
- approved spending limits; and
- other relevant service requirements.
Please review these details before you book or pay.
Where a Healthcare Provider recommends that a Service be changed for clinical reasons, CloseBy may modify the relevant booking accordingly.
8. Fees and Payment
The price of each Service will be displayed before purchase or otherwise communicated to the Payer.
Charges may include:
- CloseBy service or membership fees;
- healthcare consultation fees;
- home visit fees;
- laboratory or diagnostic costs;
- medication costs;
- logistics or transportation costs; and
- other clearly disclosed third party costs.
By completing payment, the Payer authorises CloseBy to collect the displayed amount using the payment method the Payer has chosen.
Where the Payer has selected a recurring plan, the applicable recurring charges will be displayed before activation.
Where an approved spending limit has been established, CloseBy may arrange qualifying Services within that limit without requesting approval for each individual expense.
9. Cancellations and Refunds
Cancellation and refund rules are set out in the CloseBy Refund & Cancellation Policy at www.closebyhome.com/refunds.html, and are also shown when the relevant Service is booked. That Policy forms part of these Terms.
Some Healthcare Providers may charge reasonable cancellation or missed appointment fees.
Where CloseBy cancels a paid Service and an appropriate replacement cannot be provided, the Payer will receive the applicable refund or credit in accordance with CloseBy’s refund policy and applicable law.
10. Information Shared With the Payer
CloseBy may provide the Payer with reasonable administrative information about funded Services, such as:
- whether an appointment was booked;
- whether the Service took place;
- the cost;
- upcoming Services;
- service utilisation; and
- operational issues.
Medical or confidential health information will only be shared where the Service User has authorised the disclosure or another lawful basis permits or requires it.
CloseBy may provide different levels of information access, including:
- Administrative Only: bookings, attendance and costs.
- General Care Updates: administrative information plus authorised general wellbeing information.
- Specified Clinical Information: only those clinical details the Service User has expressly authorised CloseBy to disclose.
The Service User’s selections will be recorded separately through the Elder Consent, Privacy & Authorisation process.
11. Personal and Health Information
CloseBy may process personal information necessary to:
- provide and coordinate Services;
- communicate with the Service User and Payer;
- process payments;
- administer Care Plans;
- manage Healthcare Providers;
- protect health and safety;
- respond to complaints;
- comply with legal requirements; and
- operate and improve the CloseBy service.
Health information may receive additional protection under applicable privacy and data protection law.
Further information about CloseBy’s data practices is in the CloseBy Privacy Policy, which is available at www.closebyhome.com/privacy.html and is provided before or during onboarding. Using the Services also means you have read the Privacy Policy.
12. Emergencies
CloseBy is not an emergency medical service unless expressly stated otherwise.
If the Service User experiences a medical emergency, they or anyone with them should contact the appropriate emergency service or nearest appropriate healthcare facility immediately.
Please do not wait for a response from CloseBy where urgent medical attention is required.
Where CloseBy reasonably believes that the Service User faces an immediate and serious risk, CloseBy may contact an emergency service, Healthcare Provider, authorised Emergency Contact or other appropriate person where permitted by law.
13. Safeguarding
Where CloseBy or a Healthcare Provider reasonably identifies possible abuse, neglect, exploitation or serious risk to the Service User, CloseBy may take reasonable safeguarding action permitted or required by law.
This may include contacting an appropriate Healthcare Provider, Emergency Contact, safeguarding body or competent authority.
14. Your Responsibilities
You agree not to:
- provide information you know to be false or materially misleading;
- misuse the CloseBy platform;
- interfere with a Healthcare Provider’s professional judgment;
- harass or threaten CloseBy staff or Healthcare Providers;
- use the Service unlawfully; or
- attempt to access confidential information you are not entitled to receive.
The Service User should provide Healthcare Providers with accurate information that is reasonably required for safe care.
15. Service Availability
Healthcare Services depend on factors including provider availability, location, transportation, scheduling and clinical suitability.
CloseBy does not guarantee:
- that a particular Healthcare Provider will always be available;
- that every condition can be treated at home;
- that every request will result in a prescription or treatment; or
- any particular clinical outcome.
Where a scheduled provider becomes unavailable, CloseBy will use reasonable efforts to arrange an appropriate alternative.
16. Complaints
If you have a concern about CloseBy, contact:
Email: [email protected]
Clinical complaints may be referred to the Healthcare Provider responsible for the relevant care.
These Terms do not prevent a Service User or Payer from raising a complaint with an appropriate regulator or authority where legally entitled to do so.
17. Liability
Each person remains responsible for their own acts and omissions.
CloseBy remains responsible for loss arising from CloseBy’s own negligence, breach of these Terms or other liability imposed on CloseBy by law.
A Healthcare Provider remains responsible for their independent clinical and professional services.
CloseBy is not responsible merely because it arranged access to a Healthcare Provider for:
- an independent diagnosis;
- treatment decision;
- prescription;
- clinical judgment; or
- other professional decision made by that Healthcare Provider.
Nothing in these Terms excludes or limits liability where applicable law does not permit that liability to be excluded or restricted.
Nothing in these Terms affects mandatory consumer rights.
18. Suspension or Ending the Services
The Payer or Service User may stop using CloseBy in accordance with the cancellation terms applicable to their Services.
CloseBy may suspend or terminate Services where:
- fees remain materially unpaid;
- continuing the Service would be unlawful;
- serious abuse, fraud or misconduct occurs;
- continued Service presents a material safety concern; or
- CloseBy can no longer reasonably provide the relevant Service.
Where continuity of care is important, CloseBy will use reasonable efforts within its role to support an appropriate transition.
19. Changes to These Terms
CloseBy may update these Terms from time to time. The latest version is always available at www.closebyhome.com, with the date it was last updated shown at the top.
Where a change materially affects your rights, recurring charges or the nature of the Services, CloseBy will give reasonable notice before the revised Terms take effect.
If you continue to use the Services after the revised Terms take effect, you are accepting them. If you do not agree with a change, you can stop using the Services before it takes effect.
20. Governing Law
These Terms are governed by the laws of the Federal Republic of Nigeria.
Nothing in this section restricts any mandatory legal rights you may have regarding the courts or laws applicable to you as a consumer.
21. Contact CloseBy
NQLB Limited
Registered Address: 483C Omotunde Akinsola Street, Ikeja, Lagos, Nigeria
Email: [email protected]
Website: www.closebyhome.com