Individual
Membership Terms

Rivia Clinics is a group of full-service, multi-specialty, multi-location clinics providing membership-based general and specialist care primarily to employees. While each Rivia Clinic is independently owned, they all operate as part of the same chain under common standards and protocols, similar to a hotel chain. The chain is managed and coordinated by Rivia Technologies Ltd, a company registered in Ghana.

Definitions

Throughout these Terms, the following words have specific meanings:

2.1 — What Your Membership Includes

Your individual membership provides you with access to:

• Primary care physician services
• Specialist consultations (as available at your clinic)
• Virtual care consultations via our telehealth platform
• In-person visits at your Primary Rivia Clinic
• Coordinated care across the Rivia Clinics chain
• Medical records management
• Care coordination and member support

2.2 — Membership Eligibility

Individual memberships are typically offered through employer partnerships. To maintain your membership, you must:

• Be enrolled through an eligible employer or qualifying program
• Provide accurate personal and contact information
• Comply with these Terms and our policies
• Maintain active membership status through continued employment or payment

2.3 — Membership Activation

Your membership becomes active on the date specified in your enrollment confirmation. You will receive:

• Confirmation of your Primary Rivia Clinic assignment
• Access credentials for our virtual care platform
• Welcome materials with important information
• Instructions on how to book your first appointment

2.4 — Individual Membership Only

3.1 — Assignment of Primary Clinic

Upon enrollment, you will be assigned a Primary Rivia Clinic based on factors such as your residential or work address, clinic capacity and availability, your preferences where possible, and geographic proximity. Your Primary Rivia Clinic serves as your medical home within the Rivia Clinics chain.

3.2 — Role of Your Primary Clinic

Your Primary Rivia Clinic is responsible for:

• Maintaining your primary medical records
• Providing routine and ongoing care
• Coordinating specialist referrals
• Serving as your first point of contact for care
• Managing your overall health and wellness

3.3 — Changing Your Primary Clinic

If you need to change your Primary Rivia Clinic due to relocation, workplace changes, or other valid reasons, please contact the Rivia Care and Member Experience Employees. Changes are subject to approval and clinic availability.

4.1 — General Services

Your membership includes access to the following:

Primary Care: Routine physical examinations, acute illness diagnosis and treatment, chronic disease management, preventive care, health education and counselling.

Specialist Care: Specialist consultations subject to availability at your clinic, follow-up specialist appointments, and coordinated multi-specialty care.

Diagnostic Services: Laboratory tests and blood work, diagnostic imaging where available, and other diagnostic procedures as medically necessary.

Virtual Care: Telehealth consultations, video visits with providers, digital health monitoring, and virtual follow-ups.

4.2 — Services Not Covered

Your membership does not automatically include the following, though some may be available for an additional fee or through referral arrangements:

• Emergency room visits and hospitalization
• Surgical procedures requiring hospital admission
• Advanced imaging not available at Rivia Clinics (e.g. certain MRI, CT scans)
• Experimental or investigational treatments
• Cosmetic procedures
• Services obtained outside the Rivia Clinics chain without authorisation

Your access to services and how they are covered depends on your employer's payment plan with Rivia Clinics. There are two primary plan types: Pay Upfront and Pay Later.

5.1 — Understanding Care Value (Pay Upfront Plans)

If your employer has selected a Pay Upfront plan, you are allocated a Care Value — a dedicated resource to ensure Rivia Clinics can provide high-quality care when you need it most.

5.2 — What Your Care Value Includes

Your Care Value applies to all medical essentials requested or prescribed by a Rivia Clinic physician during your visit, including doctor-led care, clinical essentials (investigations, lab tests, medications, procedures), and professional standards. Any care that meets standard medical practices needed to resolve your health concern is included.

5.3 — What is Handled Separately

Your Care Value does not apply to self-requested services, routine wellness screenings, IV vitamin drips, wellness boosters, supplements not prescribed for a medical condition, aesthetic or cosmetic procedures, or non-medical services. Services handled separately may still be available but are billed differently.

5.4 — The Physician's Clinical Judgment

A Rivia Clinic physician has the final say on what is clinically necessary for your recovery. Clinical decisions are based on medical evidence and professional standards.

5.5 — Pay Later Plans

If your employer has selected a Pay Later plan, your employer pays for services as you use them. The scope is determined by your employer agreement; authorisation may be required for certain services.

5.6 — Checking Your Coverage

Review your enrollment materials, contact the Rivia Care and Member Experience Employees, speak with your employer's benefits or HR department, or check your member portal for plan details.

6.1 — Virtual-First Approach

Rivia Clinics uses a virtual-first care model. Many health concerns can be addressed through virtual consultations, offering convenience, reduced wait times, and continuity of care.

6.2 — When Physical Visits Are Required

If our virtual care employees determines you need a physical examination, lab tests, or in-person care, we will coordinate your visit to your Primary Rivia Clinic with clear instructions and scheduling assistance.

6.3 — Booking Appointments

You can schedule via our app or website, member services phone line, direct contact with your Primary Rivia Clinic, or through the Rivia Care and Member Experience Employees.

6.4 — Technology Requirements

For virtual care you need a device with camera and microphone, reliable internet, our app or web platform, and valid login credentials. Technical support is available.

7.1 — Prescription Medications

When your provider prescribes medications, you may receive them through Rivia Clinics' pharmacy partners, delivery services, or pick-up at designated locations.

7.2 — Delivery Services and Fees

Medication deliveries are fulfilled by third-party couriers. Members are responsible for delivery fees unless free delivery credits are provided by Rivia Technologies. Terms of our courier partners apply.

7.3 — Free Delivery Credits

When Rivia Technologies offers free delivery credits, you will be notified. Credits may have expiration dates or usage limits.

7.4 — Delivery Zones

We deliver within designated zones. Outside standard zones, additional fees may apply or alternative pickup may be offered.

7.5 — Medication Safety

You are responsible for accurate delivery addresses, being available to receive medications when required, proper storage, and following prescribed instructions.

8.1 — When You Can Use Secondary Clinics

You may receive care at a Secondary Rivia Clinic when services are not available at your Primary Clinic, or when you have a reasonable excuse (e.g. travelling, condition does not tolerate long travel, Primary Clinic closed, distance or transportation barriers), or other circumstances approved by the Rivia Care and Member Experience Employees.

8.2 — Authorisation Process

Contact the Rivia Care and Member Experience Employees, explain your situation, receive authorisation, then schedule at the appropriate Secondary Clinic. Care at Secondary Clinics should be coordinated when possible.

8.3 — Medical Records Sharing

All Rivia Clinics within the chain have access to your medical records to ensure coordinated care, continuity when visiting Secondary Clinics, and safety and quality of care.

9.1 — Staying Within the Chain

To maximise the value of your membership, you should receive all routine and ongoing care within the Rivia Clinics chain unless specifically referred elsewhere.

9.2 — Authorised Referrals

You may receive care outside the chain only when referred by a Rivia Clinic provider for specialised services, hospital admission, advanced imaging, or other medically necessary services, or when authorisation is granted by the Rivia Care and Member Experience Employees for emergencies or unusual circumstances.

9.3–9.5 — Referral Process & Emergency Exceptions

When you need a referral, discuss with your Rivia Clinic provider. In true medical emergencies, seek immediate care at the nearest appropriate facility and contact us as soon as reasonably possible afterward.

10.1 — Accurate Information

You must provide and maintain correct contact and medical information, medication lists, allergy information, and emergency contacts. Update promptly when changes occur.

10.2 — Appointment Attendance

Arrive on time, provide adequate notice to cancel or reschedule, come prepared, and follow pre-appointment instructions.

10.3 — Treatment Compliance

Follow your provider's treatment recommendations, take medications as prescribed, attend follow-ups, and communicate concerns with your care employees.

10.4 — Respectful Conduct

Treat all staff, providers, and other members with respect and comply with clinic policies.

10.5 — Reporting Issues

Promptly report medication side effects, worsening symptoms, difficulties accessing care, technical problems, and billing or account issues.

11.1 — Scheduling

Appointments can be scheduled online, via our app, by calling member services, or through your Primary Rivia Clinic.

11.2 — Appointment Types

We offer same-day virtual appointments, scheduled virtual consultations, in-person visits at Primary or authorised Secondary Clinic, specialist appointments, and follow-up visits.

11.3 — Cancellation Policy

Provide at least 24 hours notice when possible to cancel or reschedule. Repeated late cancellations may affect scheduling priority.

11.4 — No-Show Policy

Missing an appointment without notice may result in a no-show. Repeated no-shows may result in reduced scheduling priority or membership restrictions. Contact us as soon as possible if you miss an appointment.

11.5 — Provider Availability

Specific provider availability is not guaranteed. Urgent needs may be addressed by available providers; continuity is maintained through shared records.

12.1 — Your Medical Records

Rivia Clinics maintains comprehensive medical records including visit notes, test results, medication history, specialist reports, and care coordination notes.

12.2 — Access to Your Records

You have the right to access your records, request copies or electronic transfers, review your health information, and request corrections.

12.3 — Privacy and Confidentiality

We protect your privacy. Medical information is kept confidential per applicable laws. Records are shared only for treatment, coordination, or legal requirements. We comply with the Data Protection Act, 2012 (Act 843) of Ghana.

12.4 — Sharing Within the Chain

By using our services, you consent to sharing your medical records among Rivia Clinics for coordination and quality improvement.

13.1 — Membership Fees

Individual membership pricing is set per person, typically arranged through your employer, and is non-transferable.

13.2 — Payment Plan Types

Your employer has selected either a Pay Upfront Plan (Care Value) or a Pay Later Plan (employer pays as used).

13.3 — What Your Fee Covers

Your fee covers access to the Rivia Clinics chain, virtual and in-person consultations, and services as described in your enrollment materials.

13.4 — Additional Fees

You may incur charges for medication delivery (unless covered by credits), services not in your membership or Care Value, self-requested wellness services, certain specialised procedures, and unauthorised out-of-chain care.

13.5 — Fee Changes

Membership fees may change with advance notice, typically at renewal, in accordance with your employer's agreement.

13.6 — Billing Questions

Contact member services, review your account online, or speak with your employer's benefits administrator for billing inquiries.

14.1 — Changing Membership Status

Your membership may change due to employment status, relocation, voluntary cancellation, or employer agreement changes.

14.2 — Voluntary Cancellation

To cancel: provide written notice via email or our platform, understand notice periods, complete ongoing treatments when possible, and obtain copies of records if desired.

14.3 — Involuntary Termination

Your membership may be terminated if you violate these Terms, engage in fraud or misrepresentation, exhibit threatening behaviour, your employer's agreement ends, or you fail to pay required fees. See Section 16 for prohibited uses.

14.4 — Effect of Cancellation

Upon cancellation, access ends on the effective date; you remain responsible for outstanding fees; records are retained per legal requirements.

14.5 — No Refunds

Membership fees are generally non-refundable. Exceptions may apply for billing errors, service failures on our part, or as required by law or your employer's agreement.

15.2 — Enrolling Dependants

Dependants must have their own individual memberships, be separately enrolled and paid for, and meet eligibility requirements.

15.3 — Family Coordination

Family members can be assigned to the same Primary Rivia Clinic; care can be coordinated with appropriate consents. Contact member services for family enrollment options.

16.1 — Prohibited Activities

You may not: share credentials, use another person's membership, provide false information, commit fraud, harass or threaten staff, use services for unlawful purposes, resell or transfer membership, or interfere with other members' care.

16.2 — Fraud

Fraud is taken very seriously (e.g. identity fraud, prescription fraud, billing fraud).

16.4 — Notice of Termination

You will receive written notice where possible, reasons will be provided, and you may have an opportunity to appeal in non-emergency situations.

16.5 — Legal Consequences

Fraudulent or illegal use may result in termination, legal action, reporting to authorities, and liability for damages.

17.2 — Service Availability

Clinic hours may vary; not all services are available at all locations; provider availability may fluctuate; technical issues may occasionally affect virtual care.

17.3 — Geographic Limitations

Services are available at Rivia Clinic locations and via virtual care within designated service areas. If you relocate outside our areas, your membership may need to be modified or ended.

17.4 — Medical Limitations

Our providers exercise independent medical judgment. We cannot guarantee specific outcomes or provide all possible treatments.

17.5 — No Guarantee of Results

Medical outcomes cannot be guaranteed; individual responses vary; we are not liable for unavoidable medical complications.

18.1 — When to Seek Emergency Care

Examples: chest pain, difficulty breathing, severe bleeding, loss of consciousness, stroke symptoms, severe injuries, poisoning.

18.2 — After Emergency Care

Contact the Rivia Care and Member Experience Employees as soon as possible after emergency treatment; provide details and share hospital records and discharge instructions.

18.3 — Emergency Care Costs

Emergency care costs are covered by your membership if we are notified within 72 hours of receiving emergency care. Costs may not be covered if notification is not made within 72 hours.

18.4 — Urgent vs. Emergency

For urgent but not life-threatening concerns, contact our virtual care employees first via app or member services. We can often address urgent issues virtually or with same-day appointments.

19.1 — Informal Resolution

Contact member services first; many issues can be resolved quickly.

19.2 — Formal Complaints

Submit a formal written complaint with details and documentation to the Rivia Care and Member Experience Employees. We will review and respond within a reasonable timeframe.

19.3 — Governing Law

These Terms are governed by the laws of Ghana, where Rivia Technologies Ltd is registered. Your Primary Rivia Clinic location may have additional local regulations.

19.4 — Arbitration

Disputes may be subject to binding arbitration, mediation, or other alternative dispute resolution as outlined in your enrollment materials or employer agreement.

19.5 — Legal Rights Preserved

Nothing in these Terms limits your legal rights where such limitations are prohibited by law.

20.1 — Right to Modify

We reserve the right to modify these Terms to reflect changes in our services, comply with legal requirements, or for operational reasons.

20.2 — Notice of Changes

When we make material changes, we will notify you via email, app notification, or posted notice. The Last Updated date will be revised and you will be given reasonable notice before changes take effect.

20.3 — Acceptance of Changes

By continuing to use our services after changes take effect, you accept the modified Terms. If you do not agree, you may cancel your membership before the effective date.

For questions about these Terms or assistance, contact the Rivia Care and Member Experience Employees: