Terms & Conditions

1 Acceptance of terms

These Terms & Conditions ("Terms") form a binding agreement between you and Regenix Healthcare Services Limited ("Regenix", "Regenix HMO", "we", "us", or "our") governing your enrolment in a health plan and your use of our website, the RegiConnect portals (regiconnect.com, app.regiconnect.com), and any related services.

By enrolling in a plan, creating an account, or otherwise using our services, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are enrolling on behalf of dependents or as an authorized representative of an organization, you confirm that you have the authority to accept these Terms on their behalf.

2 Eligibility & enrolment

To enrol in a Regenix HMO plan, you must:

• Provide accurate, current, and complete information about yourself and any dependents at the point of enrolment.
• Meet the eligibility criteria of the specific plan you are enrolling in, whether as an individual, family, or through a partner organization or employer.
• Promptly notify us of any change in circumstances that affects your eligibility or cover, such as a change of employer, marital status, or dependent status.

We reserve the right to verify any information provided during enrolment and to decline, suspend, or adjust cover where information is found to be false, incomplete, or misleading.

3 Description of services

Regenix HMO provides access to a network of hospitals, clinics, pharmacies, and specialists, along with authorization, claims, and support services delivered through our staff and the RegiConnect platform. The specific benefits, limits, and coverage available to you are set out in your plan schedule/benefit table, which forms part of these Terms.

We may introduce, modify, or discontinue features of our website or portals (such as the Regi Virtual Health Assistant, appointment booking, or notification tools) from time to time to improve or maintain the service, without this constituting a change to your underlying plan benefits.

4 Member obligations

As an enrollee or dependent, you agree to:

• Use your enrollee ID and plan benefits only for yourself or the dependents listed on your plan.
• Seek care through providers in our network, or follow the agreed process for approved exceptions (e.g. emergencies or out-of-station care).
• Provide accurate information to providers and our staff to support diagnosis, treatment, and claims processing.
• Keep your contact and account details up to date on RegiConnect.
• Pay applicable premiums, co-payments, or other charges specified in your plan on time.

5 Provider network & authorizations

Regenix maintains a network of hospitals, clinics, and pharmacies. Coverage under most plans is designed around care received within this network, at pre-agreed tariffs.

• Certain services require prior authorization through your provider before treatment (issued as a PA code within RegiConnect). Treatment obtained without required authorization may not be covered.
• Emergency care is covered in line with your plan's emergency provisions, even where prior authorization was not possible before treatment began — subject to prompt notification to Regenix as required by your plan.
• We may add, remove, or change providers in our network from time to time. We will make reasonable efforts to notify affected enrollees of material changes to network availability in their area.

6 Claims, premiums & payments

Claims submitted by providers are reviewed and processed against the authorization and benefit limits attached to your plan. Approved claims are settled with providers directly; Regenix does not typically reimburse enrollees for network care unless your plan specifically provides for it.

• Premiums must be paid in accordance with the schedule agreed at enrolment (individual, family, or via your sponsoring organization).
• Late or non-payment of premiums may result in suspension of your cover until payment is regularized, subject to any grace period stated in your plan.
• Where your plan includes co-payments or excess amounts, these remain your responsibility and are payable directly to the provider.

7 Exclusions & limitations of cover

Every plan has specific inclusions, exclusions, and limits set out in its benefit table — these may include waiting periods for certain conditions, sub-limits on specific procedures, or exclusions such as cosmetic procedures, certain pre-existing conditions, or care obtained outside the approved network without authorization.

Where anything in this general Terms document conflicts with the specific benefit table attached to your plan, the benefit table takes precedence for matters of cover, limits, and exclusions.

8 Accounts & portal security

If you are issued login access to RegiConnect (as an enrollee, provider, pharmacy, partner organization, or staff member), you are responsible for:

• Keeping your login credentials confidential and not sharing your account with anyone else.
• All activity that occurs under your account, unless you can demonstrate that access was obtained through no fault of your own.
• Notifying us immediately if you suspect unauthorized access to your account.

We may suspend account access where we detect activity that appears fraudulent, abusive, or in breach of these Terms, pending investigation.

9 Acceptable use

When using our website, portals, or the Regi Virtual Health Assistant, you agree not to:

• Attempt to gain unauthorized access to any account, system, or data that is not your own.
• Interfere with, disrupt, or attempt to reverse-engineer any part of our platforms.
• Upload or transmit false medical information, malicious code, or content that infringes the rights of others.
• Use our platforms for any unlawful purpose, or in a way that could harm Regenix, our providers, or other members.

10 Intellectual property

All content on our website and portals — including the Regenix name and logo, page designs, text, graphics, and software — is owned by or licensed to Regenix Healthcare Services Limited and is protected under applicable intellectual property laws. You may not copy, reproduce, or use our branding or platform content for commercial purposes without our prior written consent.

11 Suspension & termination

We may suspend or terminate your plan or portal access where:

• Premiums remain unpaid beyond any applicable grace period.
• You or a dependent are found to have provided false information, shared credentials, or misused plan benefits.
• You breach these Terms in a way that we reasonably consider serious or repeated.
• You request cancellation of your plan, subject to any notice period stated in your enrolment agreement.

Termination does not affect claims properly incurred and authorized before the termination date, which will continue to be processed in line with your plan terms.

12 Limitation of liability

Regenix coordinates and manages access to healthcare services but does not itself provide clinical care — treatment is delivered by independent, licensed healthcare providers in our network. To the fullest extent permitted by law, Regenix is not liable for the clinical judgment, acts, or omissions of independent providers, except to the extent required by applicable law or your specific plan terms.

Our website and portals are provided on an "as available" basis. While we work to keep them accurate and available, we do not guarantee uninterrupted or error-free operation, and we are not liable for losses arising from temporary unavailability, except where caused by our gross negligence or willful misconduct.

13 Governing law & dispute resolution

These Terms are governed by the laws of the Federal Republic of Nigeria. Where a dispute arises, we encourage you to first raise it with our complaints/support team so we can attempt to resolve it directly. Unresolved disputes shall be subject to the exclusive jurisdiction of the courts of Nigeria, without prejudice to any rights you have as a policyholder under applicable NAICOM regulations.

14 Changes to these terms

We may update these Terms from time to time to reflect changes in our services, regulatory requirements, or business practices. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify enrollees through the RegiConnect portal or by email. Continued use of our services after changes take effect constitutes acceptance of the updated Terms.

15 Contact us

If you have questions about these Terms, or about your specific plan benefits, reach out to us: