User Terms & Policy
Last updated: 26 May 2026
Legal Documents · A Tanzanian Telemedicine Platform
This document contains: Privacy Policy · Data Security · Terms of Service · Medical Disclaimer · Informed Consent.
Please read carefully before using the platform.
Privacy Policy
We Built eSIRIPlus Around Your Privacy
Most healthcare apps ask for your name, phone number, email, and ID. We don't. eSIRIPlus was designed from the ground up so that you can access quality healthcare in Tanzania without revealing who you are. Your health is personal — and it should stay that way.
1. Your Patient ID — Your Identity on eSIRIPlus
When you first open eSIRIPlus, we generate a unique Patient ID just for you (e.g. ESR-4K9X-M2PQ). This is the only identity you need. No name. No phone number. No email. The doctor you consult with never knows your real name. Your medical history is stored under your Patient ID — not your personal details. If you lose your Patient ID, you can recover it by answering 5 security questions set during registration.
2. What Information We Collect
We collect only what is necessary to provide healthcare services. This includes your Patient ID (system-generated), age, sex, region, optional blood type and allergies, consultation messages, medical reports you upload, your M-Pesa phone number for payments, and encrypted technical session data. We do NOT collect your full name, national ID, email address, or home address. If you enable biometric unlock (fingerprint or face), it is handled entirely on your device and is never sent to or stored by us.
3. How We Use Your Information
Your information is used solely to provide healthcare services: connecting you with verified doctors, keeping your consultation history accessible, processing M-Pesa payments, keeping the platform secure, generating AI-assisted reports, and improving eSIRIPlus for all patients in Tanzania. We do not use your information for selling to third parties.
4. Who Can See Your Information
Your doctor sees only the medical information you share during the consultation. M-Pesa / Vodacom Tanzania sees your phone number and payment amount only. VideoSDK handles video-call connection data with no medical information. The eSIRIPlus team accesses your personal data only where necessary to operate, support, and maintain the platform, under least-privilege controls with audit logging — routine operations rely on anonymized technical data. Tanzanian authorities may access data only if required by a valid court order. We will never sell your information to anyone.
5. How We Protect Your Information
All data uses TLS 1.2 or higher encryption in transit. Security question answers are hashed using PBKDF2 — the original answers are never stored. Session tokens expire automatically after 24 hours. Row Level Security ensures each patient can only access their own records. Sensitive tokens are never stored as plain text. We conduct regular internal security reviews and vulnerability testing, and third-party penetration testing is part of our security roadmap.
6. How Long We Keep Your Information
Consultation records are kept for 7 years as required by Tanzanian healthcare regulations, and payment records are kept as required by financial regulations. Consultation chat messages are automatically deleted 14 days after the consultation. Your Patient ID and health profile are kept until you request deletion; after a recovery grace period (up to 90 days) your data is permanently deleted, subject to the legal retention requirements above. You can request deletion via the in-app support feature.
7. Your Rights
You have the right to access your full consultation history, correct inaccurate health information, delete your data (subject to legal retention requirements), export your medical records, withdraw consent at any time by stopping use of the app, and lodge a complaint with the Tanzania Communications Regulatory Authority (TCRA).
8. Children's Privacy
eSIRIPlus is intended for adults aged 18 and above. If you are under 18, you may use the platform only with the supervision of a parent or guardian, who is responsible for the information shared during consultations.
Contact Us
- In-app: Help & Support → Privacy
- Email: support@esiri.africa
- Phone: +255 663 582 994
Data Security
eSIRIPlus uses strong security practices to protect your health information at every layer of the platform. The summary below describes the technical safeguards we have in place.
- Encrypted Connections. All data between your device and our servers uses TLS 1.2 or higher — among the strongest standards available for mobile applications.
- Hashed Security Answers. Your security question answers are hashed using PBKDF2 before storage. The original answers are never stored on our servers at any point.
- Session Security. Your session token expires automatically after 24 hours, and a refresh token issues new sessions securely. Your session is bound to your device and cannot be reused once it expires.
- Row Level Security. Our database is configured so that each patient can only access their own records. No patient can view another patient's data — by design, not just policy.
- No Plaintext Secrets. Sensitive tokens, keys, and credentials are never stored as plain text in our database. All secrets are encrypted at rest using industry-standard methods.
- Regular Security Reviews. We test our systems regularly for vulnerabilities, and third-party penetration testing is part of our security roadmap. Our practices are reviewed and updated in line with current standards in healthcare data protection.
Terms of Service
Welcome to eSIRIPlus
These Terms of Service explain how eSIRIPlus works and what we both agree to when you use the platform. They are written in plain language so they are easy to understand.
1. What Is eSIRIPlus?
eSIRIPlus is a Tanzanian telemedicine platform connecting you with verified, licensed healthcare providers for online consultations. Services include chat consultations (the session length depends on the service you choose, and can be extended), voice and video calls, and AI-assisted consultation reports with QR-code verification. Extra call minutes can be purchased during a call in packages — 10 minutes (TZS 200), 30 minutes (TZS 500), 60 minutes (TZS 900), or 120 minutes (TZS 1,500).
Service Fees (Economy tier)
| Nurse | TZS 3,000 |
| Pharmacist | TZS 3,000 |
| Clinical Officer | TZS 5,000 |
| Drug Interaction Check | TZS 5,000 |
| Herbalist | TZS 5,000 |
| General Practitioner | TZS 10,000 |
| Specialist | TZS 30,000 |
| Psychologist | TZS 50,000 |
These are Economy-tier prices. Royal-tier (premium) pricing is higher and is always shown in the app before you pay.
2. Who Can Use eSIRIPlus
You must be 18 years or older (or have parental / guardian consent if under 18), be located in Tanzania, have the legal ability to enter into agreements, and provide accurate demographic information during registration.
3. Your Patient ID
Your Patient ID (e.g., ESR-4K9X-M2PQ) is the key to your account. Treat it like your ATM PIN. Keep it private, store it somewhere safe, and use the Recover Patient ID feature if you lose it. After 10 failed recovery attempts, your account will be temporarily locked for 30 minutes. eSIRIPlus will never ask for your Patient ID via SMS, phone call, or email.
4. Payments
We accept M-Pesa (Vodacom Tanzania). An M-Pesa STK Push is sent to your phone after selecting your service tier. Your consultation begins only after payment is confirmed.
Refunds are issued if: a technical failure prevents the consultation from starting, the doctor becomes unavailable after payment but before the consultation begins, or your payment was processed but the consultation never started within 24 hours. Refunds are not issued once a consultation session has started. Requests must be submitted within 7 days and are processed within 14 business days.
5. Your Responsibilities
You agree to:
- Provide accurate and honest health information.
- Use the platform for legitimate healthcare purposes only.
- Treat healthcare providers respectfully.
- NOT use eSIRIPlus during a medical emergency — call 112 (Tanzania's national emergency number) instead.
- Not share your Patient ID.
- Not attempt to hack or misuse the platform.
6. Our Responsibilities to You
We commit to:
- Verifying all healthcare providers are licensed with the Medical Council of Tanganyika (MCT).
- Keeping your data private and secure.
- Working to maintain high platform availability.
- Responding to support requests within 24 hours.
- Being transparent about any changes to our service or pricing.
7. Dispute Resolution
Contact our support team first — we resolve most issues quickly. If unresolved, binding arbitration under the Tanzanian Arbitration Act in Dar es Salaam applies. These Terms are governed by the laws of the United Republic of Tanzania.
Medical Disclaimer
eSIRIPlus provides remote, non-emergency telemedicine consultations with licensed healthcare providers. Please read this disclaimer carefully before using the platform.
1. Not for Emergencies
eSIRIPlus must not be used for medical emergencies. If you are experiencing chest pain, difficulty breathing, severe bleeding, suicidal thoughts, or any other life-threatening situation, call Tanzania's national emergency number (112) or go to the nearest hospital immediately.
2. Not a Replacement for In-Person Care
A telemedicine consultation cannot include a physical examination. It is not a substitute for in-person diagnosis, hospitalization, laboratory testing, or emergency treatment when these are needed.
3. Advice Depends on the Information You Provide
Your provider's assessment is based only on the information and symptoms you share during the consultation. Incomplete or inaccurate information may affect the advice you receive.
4. No Guaranteed Outcome
eSIRIPlus and its providers do not guarantee any particular diagnosis, treatment result, or cure. Some conditions cannot be safely assessed or treated remotely, and your provider may advise you to seek in-person care.
5. Prescriptions
Any prescription is issued at your provider's professional discretion, within their scope of practice and applicable Tanzanian law. Providers do not prescribe controlled substances via telemedicine.
6. AI-Assisted Reports
Consultation reports are generated with AI assistance from your consultation and finalized by your provider. They support — and do not replace — your provider's clinical judgment.
7. Follow-Up Care
You remain responsible for following your provider's recommendations, including attending any recommended in-person follow-up.
Informed Consent for Telemedicine
1. How Telemedicine Works
Telemedicine means consulting a licensed healthcare provider remotely using your phone — via text chat, voice, or video call. Your consultation is conducted by a provider who cannot physically examine you and is completely anonymous (your doctor sees only your Patient ID). Your consultation history (chat and report) is stored under your Patient ID for your future reference. Voice and video calls are never recorded.
2. The Benefits You're Getting
Access to quality healthcare without travel, complete anonymity, an app available in six languages (English, Swahili, Arabic, French, Spanish, Hindi), affordable pricing compared to physical hospital visits, access to specialists, and your full medical history always accessible via your Patient ID.
3. The Limitations You Should Know
Your doctor cannot physically examine you. Diagnosis is based only on information you provide. Some conditions cannot be safely diagnosed or treated via telemedicine. Technology issues may affect consultation quality. You may still need in-person follow-up care. There is no guarantee of a specific health outcome.
4. Your Rights as a Patient
You have the right to stop using the service at any time, access your full consultation history, refuse any recommended treatment, seek a second opinion, have your anonymity protected at all times, and report concerns about provider conduct to eSIRIPlus or the Medical Council of Tanganyika (MCT).
5. Payment Understanding
Consultation fees must be paid via M-Pesa before the session begins. Economy-tier fees range from TZS 3,000 to TZS 50,000 depending on the provider type; Royal-tier (premium) pricing is higher and is shown in the app before payment. Payments are non-refundable once a consultation starts. Extra call minutes can be purchased in packages from TZS 200 (10 minutes) up to TZS 1,500 (120 minutes).
6. Your Final Acknowledgment
By continuing to use eSIRIPlus, you confirm:
- You have read and understood this consent.
- You are using eSIRIPlus voluntarily.
- You understand telemedicine's benefits and limitations.
- You are 18 years or older, or have parental / guardian consent.
- You will seek emergency care when needed (call 112).
- You may withdraw consent at any time by stopping use of the app.
eSIRIPlus · Eden World Company Limited · Dar es Salaam, Tanzania