Terms &
conditions.

Consent to treatment and service limitations

By proceeding with a consultation request, you consent to receive telemedicine services from OnCall. OnCall is operated by Macquarie Medical, a registered medical practice in Namibia. Your consent includes the use of electronic communications to share your protected health information with our healthcare providers for your care.

Professional standards and our service commitment

We are committed to providing safe, high-quality medical care.

• Registered practice. OnCall is operated by Macquarie Medical, a medical practice registered with the relevant Namibian authorities.
• Qualified doctors. Our doctors are qualified, vetted and hold valid registration to practise medicine with the Health Professions Councils of Namibia (HPCNA).
• NAMAF accreditation. Our practice is accredited with the Namibian Association of Medical Aid Funds (NAMAF), allowing us to submit eligible claims to medical aid schemes.
• On-demand service. We aim to respond to a completed consultation request within 15 minutes. This is a service goal rather than a guarantee; high demand or unforeseen circumstances may cause delays.

You may verify a doctor’s registration using the official registers maintained by the HPCNA.

Medical aid and fees

OnCall submits claims to private medical aid providers in Namibia, excluding the Public Service Employees Medical Aid Scheme (PSEMAS). You are responsible for making sure that your medical aid information is accurate and current.

You remain responsible for the consultation fee if:

• your available medical aid benefits have been used;
• your medical aid rejects the claim; or
• you do not have valid medical aid cover.

Any amount for which you are responsible is payable when you receive the invoice.

Privacy, data security and your responsibilities

We handle your personal and medical information in line with applicable privacy laws and use secure, encrypted platforms to protect your data.

When you contact OnCall on WhatsApp, your messages pass through WhatsApp (Meta) and our messaging provider, Turn.io. With your consent, Google Gemini helps ask questions about your symptoms and prepares a summary for an OnCall doctor or nurse using your answers and OnCall medical record. A clinician reviews the summary before giving any advice. The AI does not diagnose or treat, and some processing takes place outside Namibia.

Turn.io uses Sentry, an error-monitoring service hosted in the United States. If a system error occurs, Sentry may receive limited technical and personal data, such as a partially masked phone number or an occasional message fragment.

You may decline the AI questions and our team will help you as usual. Type STOP at any time to stop AI processing. WhatsApp is not for emergencies: call 96622 from a Namibian mobile or go to the nearest emergency room.

When using OnCall, you agree to:

• Provide accurate information. Give current and complete information about your symptoms, medical history and medical aid. The quality and safety of your consultation depend on it.
• Protect your surroundings. Choose a private, quiet place for your consultation where possible.
• Prepare your technology. Ensure that you have adequate mobile reception or internet access and a working device where these are needed for the consultation.

Telemedicine consultations may be recorded for quality assurance and training. Any recording will be stored securely and handled with the same confidentiality as your other medical records.

Patients under 18

If the patient is under 18, a parent or legal guardian must request the consultation and give consent. That parent or guardian accepts responsibility for these terms, including payment obligations.

Governing law

These terms and conditions are governed by the laws of the Republic of Namibia. By using OnCall’s telemedicine services, you acknowledge that you have read, understood and agreed to these terms and conditions.