Terms of use

These terms are the agreement between you and Ndu Well Therapy ("Ndu Well", "we", "us") for using the Ndu Well website and apps. Please read them carefully. By creating an account, you agree to them. If you do not agree, please do not use Ndu Well.

Ndu Well is not an emergency service. If you are in danger, or thinking of harming yourself, call 112 or go to the nearest hospital. Our Help now page lists services that can help immediately.

What Ndu Well is

Ndu Well is a marketplace that connects people with licensed, independent therapists in Nigeria for private sessions by chat, or by voice and chat. We check each therapist's licence and identity before their profile is listed, and we provide the rooms, payments and tools that sessions use.

Therapists are independent professionals. They are not our employees, and the professional care they provide is their responsibility. We do not provide medical diagnosis or treatment ourselves.

Your account

• You must be at least 18 years old to create an account.
• You choose a username and a picture. Therapists see your username and picture, never your email address or phone number.
• Please keep your password private. You are responsible for what happens on your account until you tell us it has been used by someone else.
• An account whose email address is not confirmed within 7 days is removed.
• You may close your account at any time. Some records are kept after that, for the periods described in our Privacy notice.

Booking and paying for sessions

• Each therapist sets their own prices, between ₦5,000 and ₦100,000 for a voice and chat session. A chat-only session, where a therapist offers one, costs less.
• Sessions can be booked from 12 hours before they start and up to 30 days ahead.
• Payment is taken when you book, through Paystack. A time is held for you for 15 minutes while you pay; if payment is not completed, the time is released.
• All prices are in Nigerian naira. If your card is in another currency, your bank sets the exchange rate.
• Your money is held until the session takes place. The therapist is paid only for sessions that happen, or as set out in the rules below.

Quick Therapy

Quick Therapy is a single session of 15 minutes with the next available therapist, for ₦2,500. You do not choose the therapist; the first available therapist to accept takes the session. If nobody is available, you may try again, keep the money in your wallet, or have it returned to your card. A Quick Therapy session cannot be cancelled once a therapist has accepted it.

Weekly plans

A weekly plan includes 3 sessions a week with one therapist, at a discount the therapist sets. It is paid a week in advance and renews each week until you stop it, which you may do at any time. A plan session that is moved or left unused must be used within 7 days. When a plan session expires unused, 50% of its value is returned to your wallet.

Cancelling, lateness and no-shows

• You cancel at least 24 hours before the session: the full price is returned to your wallet.
• You cancel later than that, or do not join: 50% of the price is returned to your wallet. You are counted as not joining if you have not entered the room 15 minutes after the start.
• You join late: the session still ends at its booked time.
• Your therapist joins late: you still receive the full length of the session.
• Your therapist does not join, or cancels at short notice: you choose between another available therapist, a new time, the price in your wallet plus a goodwill addition of 10%, or a refund to your card. If you do not choose within 72 hours, the money goes to your wallet with the addition. A therapist is counted as not joining 10 minutes after the start.
• Neither of you joins: 70% of the price is returned to your wallet.

Your wallet

Your wallet holds money returned to you, which you can use for any session with any therapist. It has two parts:

• Spendable credit is money returned to you. It can only be used for sessions. It cannot be withdrawn or topped up, and it expires 90 days after money was last added. We remind you before it expires.
• Withdrawable earnings are money you have earned, for example through referrals. They can be used for sessions or withdrawn to a bank account in your own name, and they do not expire.

Refunds to a card go back only to the card that paid. Withdrawals go only to an account in the name of the person withdrawing. We do not pay out in cryptocurrency.

Referrals

When someone you invite creates an account and has sessions, you receive 5% of each of their completed session prices for 12 months. This comes from our share, never from the therapist's. You see who you have invited, but never their sessions, their therapists or anything they have written.

In the session room

• The room opens 10 minutes before the start. After the session ends, both of you can read it back for 24 hours.
• Voice sessions are recorded and transcribed. Either of you can listen to the recording for 7 days. The audio is deleted after 7 days, unless a concern has been raised about the session.
• You can download your own copy of a session's words for 30 days. Your therapist can read it for 48 hours, or while you have a plan together, and cannot download it.
• Phone numbers, email addresses and social media handles are replaced with stars in sessions and letters, to keep both of you safe.

Letters

Between booking and the start of a session, you and your therapist may each send one letter. After a session, your therapist may send one follow-up letter within 6 hours. There is no other messaging between sessions.

Reviews and concerns

• You may review a session within 14 days of it ending. Please write honestly and respectfully. We may hide a review, or remove a harmful phrase with a visible note, but we do not rewrite your words or your rating.
• If something went wrong, you may raise a concern within 7 days of a session. Raising one opens that session to the small team handling it — the messages, and anything sent in the room — because we cannot decide what happened in a room with our eyes shut. That is not optional and it cannot be withdrawn, so you are told it plainly before you raise one rather than afterwards. Only that team sees it, every time it is opened is recorded with a name and a time, and your therapist never sees your side of the case. If your concern is upheld, we may return money to you and take action with the therapist.

How you agree to behave

You agree not to:

• share contact details to arrange sessions or payments outside Ndu Well;
• harass, threaten or abuse a therapist, another person or our staff;
• record, copy or publish a session without the other person's permission;
• pretend to be someone else, or create an account for another person without their permission;
• use Ndu Well for anything unlawful, or try to interfere with how it works.

We may pause or close an account that breaks these terms. We tell you why, and you may appeal once by writing to support@nduwelltherapy.com.

Our responsibility

We work hard to keep Ndu Well available and safe, but we cannot promise that it will always be free of interruptions. To the extent the law allows, we are not responsible for the professional advice a therapist gives, or for losses that were not foreseeable. Nothing in these terms limits rights you have under Nigerian consumer protection law.

Changes to these terms

When we change these terms, we publish the new version here with the date it takes effect. For an important change, we ask you to read and accept the new version the next time you use Ndu Well.

Law and contact

These terms are governed by the laws of the Federal Republic of Nigeria. If you have a question or a complaint, please write to support@nduwelltherapy.com.