Terms

PinKenya connects you with doctors, nurses, physiotherapists and biomedical engineers. It does not employ them and does not practise medicine.

The clinical relationship is between you and the provider you choose. They are responsible for the advice, diagnosis and treatment they give you, and they answer to their own professional council for it. Nothing on this site is medical advice.

This is not an emergency service. If someone is struggling to breathe, bleeding heavily, in severe pain or unconscious, go to the nearest hospital or call for an ambulance. Do not wait for a response here.

You must be 16 or older to hold an account. You can request care for someone else, including a child or a relative, if you are entitled to make that decision for them. Sixteen is the age set at sign-up: we ask you for it once and it is not something you can change from your account afterwards.

Give us accurate information. A wrong phone number or a missing detail about a condition is how someone gets the wrong care.

Keep your password to yourself, and tell us if you think someone else has been in your account. You are responsible for what happens under it.

You can close your account at any time from Your details. It is switched off straight away and deleted 7 days later, unless you sign in and keep it before then. Close or finish any open booking first. What is deleted and what the law makes us keep is in our privacy notice. We may suspend an account that is being used to abuse providers, to submit false requests, or to break the law.

A home care request and a biomedical engineer request are requests, not confirmed appointments. Nothing is arranged until a coordinator has spoken to you and a provider has accepted.

Providers set their own availability. We show what they tell us and do not guarantee that a particular provider is free.

Where a fee is shown it is in Kenyan shillings. PinKenya adds a service fee of 10% on top of the provider’s own charge, and you will see the full amount before you are asked to pay anything.

Where no fee is shown, it has not been set yet. A coordinator will confirm the amount with you before any payment is taken. We will never charge you for something you have not agreed to.

Payment is taken through Paystack, by M-Pesa, card or bank transfer. Card numbers and M-Pesa PINs go to Paystack and never reach PinKenya. A booking is held once the payment clears; if it does not clear, the booking is cancelled and no money is owed.

Cancel before your appointment time and you get back what you paid, including our 10% service fee, less the fee our payment provider Paystack keeps on every payment.

If your doctor does not show up, you get your money back in full. Once a video call has started, or a home care provider has set off to you, the fee is not refunded.

Our refund policy has the exact fees, what happens if you pay twice, and how long a refund takes to reach you.

We are responsible for running this service properly: keeping the site available, handling your data as our privacy notice says, and checking providers as our verification page describes.

We are not responsible for the clinical judgement of a provider, for a provider who does not turn up, or for the outcome of treatment. We do not promise the site will never go down.

Nothing here removes a right you have under Kenyan law, and nothing here limits liability for death or personal injury caused by our own negligence, or for fraud.

If you list as a provider, everything you tell us must be true: your name, your registration, your qualifications and where you practise. Submitting a licence that is not yours, or one that has lapsed, gets you removed and reported.

Keep your registration current. Treat patient information as confidential, and only use what you were given for the care you were asked to provide.

The PinKenya name, logo and the material on this site belong to us. Photographs used on the home page are stock images and are illustrative; they are not pictures of our providers or patients.

Do not copy the site, scrape provider listings, or use anything here to build a competing directory.

We will update these terms as the service grows. The date at the top tells you when they last changed. If a change materially affects you, we will say so rather than quietly swapping the page.

These terms are governed by the laws of Kenya, and the courts of Kenya have jurisdiction. Come to us first: most things are settled faster by a phone call than by a court.

info@pinkenya.com
Ongata Rongai 00511, Kajiado County, Kenya

See also our privacy notice and how we verify providers.