Video Conference Call Policy

This policy governs consultations conducted over live audio and video on Result To Care, operated by Crafts and Clicks Technology Ltd. Video consultation may be available as part of applicable consultation plans. Whether it is included is shown on the plan before you buy it. By joining a video consultation you consent to taking part in a consultation conducted by live audio and video, and you agree to this policy. It forms part of the Terms of Use.

Before joining, you should understand and accept that: • The consultation will take place over live audio and video rather than in person. • The professional will not be able to examine you physically. • Your camera and microphone will transmit while the call is connected. • You may end the call at any time. • You may ask for the consultation to be conducted by audio only, and the professional may agree where it is clinically appropriate. • You may withdraw consent to video at any point during the call, and the call will end. If you are joining on behalf of someone else — a child, or an adult you care for — you confirm you are entitled to consent for them.

A remote consultation is not equivalent to being seen in person, and you should know where the gaps are: • The professional cannot palpate, auscultate, take your temperature or blood pressure, or perform any physical examination. • Some conditions cannot be assessed remotely at all. • Video quality, lighting and camera limitations may prevent the professional from seeing something they would notice in a room. • The professional may conclude that they cannot advise safely and ask you to be seen in person, or refer you elsewhere. That last outcome is the system working correctly. A professional who declines to guess is protecting you, and the consultation is not for that reason a failed service. The Refund and Cancellation Policy governs what happens to the session in that case.

Do not use a video consultation for a medical emergency. If someone is unconscious, struggling to breathe, bleeding heavily, having chest pain, having a seizure, showing signs of a stroke, has taken an overdose, or is at risk of harming themselves — end the call and dial 112, or go to the nearest emergency department. A professional on a video call cannot resuscitate you, cannot stop bleeding, and cannot reach you. If an emergency becomes apparent during a call, they will tell you to call emergency services and end the consultation.

We do not record video consultations. There is no recording held by Crafts and Clicks Technology Ltd and none is available on request, from either party. Parties are not allowed to record, screenshot, photograph, stream or transcribe a consultation without the express consent of everyone taking part. This applies to patients and to professionals equally. Doing so without consent is a serious breach of this policy, may breach professional obligations, and may be unlawful. It may result in the call being ended, the account suspended or terminated, and where appropriate a report to a professional regulator or to law enforcement. What is retained is the clinical record: the notes the professional writes, and any prescription issued. Those form part of your medical record and are kept under the retention periods in the Privacy Policy.

• Calls are encrypted in transit. • Only the parties to the consultation join the call. Our staff do not sit in on consultations. • The professional is bound by their own professional duty of confidentiality, in addition to their obligations to us. What we cannot control is where you are sitting. We secure the connection; we cannot secure the room. Take the call somewhere private enough for your own comfort, and use headphones where you can. If someone else is present with you and you would rather they were not, say so — the professional will wait or reschedule. If the professional has someone present at their end, they must tell you who and why, and you may object.

You may be asked to confirm your identity at the start of a call — your name, date of birth, or another detail on your account. This protects you. A consultation discloses your health information to whoever is on the call, and the professional needs to know they are speaking to the person whose record they are reading. A professional may end the consultation where they cannot satisfy themselves of who they are speaking to. Professionals appear under their verified name and their registration is checked before they may take consultations. If you are unsure who you are speaking to, ask.

You need: • A device with a working camera and microphone. • A current browser, with permission granted for camera and microphone. • A stable internet connection. Video needs meaningfully more bandwidth than audio. We do not guarantee call quality. It depends on your connection, your device, your network and third-party infrastructure, most of which is outside our control. If your connection is poor, close other applications, move closer to your router, or ask the professional to continue by audio.

Everyone on a call must behave decently. The following are prohibited: • Abuse, threats, harassment or discriminatory language. • Nudity or sexual conduct, except where a professional has expressly asked you to show a specific area for a clinical reason. • Recording or screenshotting without consent. • Bringing anyone into the call who has not been disclosed and agreed. • Attending while impaired in a way that prevents a safe consultation. • Attempting to obtain a prescription by deception. • Attending on behalf of someone else without saying so. A professional may end a call immediately where conduct makes it unsafe or inappropriate to continue. Where a call is ended for this reason, the session is consumed and is not refundable. Breach may result in suspension or termination of the account and, where appropriate, referral to a professional regulator or to law enforcement.

• The professional records their notes, and issues a prescription where clinically appropriate. • Notes and prescriptions form part of your medical record and are retained under the Privacy Policy. • No recording of the call exists. • Messaging relating to that consultation remains available for the period the Platform allows, and is retained with the clinical record. You may request access to your records under the rights set out in the Privacy Policy.

We may update this policy. The version and last-updated date are shown at the top of this page. Questions: Email: support@resulttocare.com Phone: +234 904 788 5872 WhatsApp: +234 906 785 8606 Response time: within 48 hours on business days Crafts and Clicks Technology Ltd (operator of Result To Care)