Legal and Policies

1. Introduction

AXTUTE DIGITAL HEALTH LIMITED (“AXTUTE DIGITAL HEALTH LIMITED”, “LafiaLink™”, “Company”, “we”, “us”, or “our”) provides the LafiaLink™ Healthcare Platform, a secure, integrated digital health system that supports clinical care, healthcare operations, and health data management.

This Dispute Policy (“Policy”) defines how disputes arising from the use of LafiaLink™ services are identified, reported, reviewed, and resolved in a fair, transparent, and lawful manner.

We are committed to ensuring trust, accountability, and patient safety across all platform operations.

2. Scope

This Policy applies to disputes involving:

• Patients
• Healthcare providers
• Hospitals and clinics
• Platform administrators
• Financial transactions processed via LafiaLink™
• Data access or correction issues
• Service delivery issues
• API and system integration disputes

3. Legal & Regulatory Alignment

This Policy aligns with:

• Nigeria Data Protection Act (NDPA 2023)
• NDPC General Application and Implementation Directive (GAID)
• HIPAA Privacy & Security principles
• ISO/IEC 27001 Information Security controls
• NIST Cybersecurity Framework
• CBN Risk-Based Cybersecurity Framework (financial transactions)

4. Types of Disputes Covered

4.1 Data & Privacy Disputes

• Unauthorized access to personal or health data
• Incorrect or incomplete patient records
• Data correction or deletion requests

4.2 Clinical & Healthcare Service Disputes

• Errors in medical records
• Miscommunication between healthcare providers
• Telemedicine consultation concerns

Note: Clinical decisions remain the responsibility of licensed healthcare professionals, not AXTUTE DIGITAL HEALTH LIMITED.

4.3 Financial Disputes

• Payment processing errors
• Billing discrepancies
• Refund requests
• Insurance transaction issues

4.4 System & Platform Disputes

• System downtime impact
• API integration failures
• Access or authentication issues
• Service availability concerns

4.5 Account & Access Disputes

• Unauthorized account access
• Role or permission disputes
• Account suspension or termination appeals

5. Dispute Submission Process

Users may submit disputes via:

• 📧 disputes@axtute.com
• 📧 dpo@axtute.com

Required Information:

• Full name and contact details
• Description of the issue
• Date and time of incident
• Relevant system logs or evidence (if available)
• Affected LafiaLink™ module (if applicable)

6. Acknowledgment Timeline

Upon receiving a dispute:

• Acknowledgment: Within 48 hours
• Initial Review: Within 5 business days
• Resolution Target: Within 30 calendar days

Complex cases may require additional time, with updates provided to the complainant.

7. Investigation Process

All disputes follow a structured process:

Step 1: Intake & Logging

• Dispute is recorded in secure case management system
• Assigned a unique reference ID

Step 2: Preliminary Assessment

• Validate issue type (technical, clinical, financial, data-related)
• Determine severity level

Step 3: Investigation

• Review system logs
• Analyze audit trails (SIEM data)
• Consult relevant stakeholders

Step 4: Resolution Decision

• Correct system error (if applicable)
• Provide explanation or clarification
• Escalate to regulators if required

Step 5: Closure

• Communicate outcome to complainant
• Document resolution in compliance records

8. Escalation Path

If a dispute is not resolved at initial level:

• Internal Review Team
• Data Protection Officer (DPO) Review
• Compliance & Security Committee
• Regulatory escalation (NDPC or relevant authority)

9. Data Protection Disputes (NDPA-Aligned)

For disputes related to personal data:

• Users may request correction, deletion, or restriction
• AXTUTE DIGITAL HEALTH LIMITED will respond in accordance with NDPA timelines
• Users may escalate unresolved disputes to the Nigeria Data Protection Commission (NDPC)

10. Financial Dispute Handling (CBN-Aligned)

For payment-related disputes:

• Transactions are reviewed with financial institutions
• Fraud detection systems are audited
• Refunds are processed where applicable
• Compliance with CBN Risk-Based Cybersecurity Framework is enforced

11. Security & Audit Logging

All dispute-related activities are:

• Logged securely in audit systems
• Protected under encryption
• Monitored via SIEM systems
• Retained according to regulatory requirements

12. Fairness & Neutrality Commitment

AXTUTE DIGITAL HEALTH LIMITED ensures:

• Impartial investigation of all disputes
• No bias toward healthcare providers or users
• Evidence-based decision-making
• Transparency in outcomes

13. Fraudulent or Abusive Claims

We reserve the right to:

• Reject false or malicious disputes
• Suspend accounts involved in fraudulent reporting
• Escalate abuse cases to authorities where necessary

14. Confidentiality

All dispute-related information is treated as strictly confidential, shared only with:

• Authorized investigation teams
• Relevant healthcare providers
• Regulatory authorities (where required by law)

15. Updates to This Policy

This Policy may be updated periodically to reflect:

• Regulatory changes
• System improvements
• Operational enhancements

Updates will be published with a revised “Last Updated” date.

16. Contact Information

AXTUTE DIGITAL HEALTH LIMITED

Data Protection Office (DPO Unit) AXTUTE DIGITAL HEALTH LIMITED

• 📧 dpo@axtute.com
• 📧 privacy@axtute.com
• 📧 disputes@axtute.com

Core Principle

At AXTUTE DIGITAL HEALTH LIMITED and LafiaLink™: We resolve disputes fairly, transparently, and securely to maintain trust across all healthcare and digital operations.