Frequently Asked Questions
Everything you need to know about Afya1 digital health services. For a plain-language walkthrough of what the consultation fee covers, see how pricing works.
Getting Started
How do I create an account on Afya1?
You can create an account by clicking the "Sign Up" button on our homepage. You can register using your phone number or email address. After registration, you'll need to verify your identity through a simple OTP process.
Is Afya1 free to use?
Creating an account on Afya1 is free. Each provider sets their own consultation fee, which you see before you book. That fee is for the provider’s time only. Medicine, laboratory tests, and other clinical extras are not included and are quoted separately if needed.
Can I use Afya1 outside Kenya?
Currently, Afya1 primarily serves patients and providers within Kenya. Our healthcare providers are licensed to practice in Kenya and our services are optimized for the Kenyan healthcare system.
Booking Consultations
How do I book a doctor consultation?
After creating an account, browse our verified healthcare providers, filter by specialty or location, select a provider, and choose an available time slot. You can book video consultations, phone calls, or home visits.
What types of consultations are available?
We offer general consultations, specialist consultations (psychiatrists, psychologists, etc.), mental health sessions, physical rehabilitation, home care visits, and hospital bedside care.
How long do consultations typically last?
Consultation durations vary by provider and service type. Standard consultations usually last 15-30 minutes, while specialist consultations may take 30-60 minutes. The duration is specified when booking.
Can I reschedule or cancel my appointment?
Yes. You can cancel from your dashboard. Cancel more than 24 hours before an accepted visit for a full M-Pesa refund. Within 24 hours of an accepted visit, the provider keeps the fare because M-Pesa cannot split a charge. If the provider declines or does not accept within 2 hours, you get a full refund.
Provider Verification
Are all healthcare providers on Afya1 verified?
Yes, every healthcare provider on Afya1 undergoes a thorough verification process including identity verification, license verification with regulatory bodies (KMPDC, Nursing Council of Kenya), and background screening.
What qualifications do Afya1 providers have?
Our providers include licensed doctors, nurses, psychologists, psychiatrists, caregivers, and specialists. All providers must be registered with their respective Kenyan regulatory bodies.
How can I check a provider's credentials?
Each provider's profile displays their qualifications, experience, license information, and patient reviews. You can review this information before booking.
Payments & Pricing
How much do consultations cost?
Consultation fees vary by provider type and service. General consultations range from KES 1,000-5,000, specialist consultations from KES 2,500-10,000, and home visits from KES 3,000-8,000. Mental health services range from KES 1,000-10,000. Those amounts are for the session only and do not include medicine or laboratory tests.
Do I need a subscription to book?
No. Patients pay per visit. Complete ID verification, then book and pay the consultation fee by M-Pesa. A subscription is optional and is not required to see a provider.
What payment methods are accepted?
We accept M-Pesa through Pesapal. Payment is processed securely on the platform. A subscription is optional and is not required to book a visit.
When do I pay for my consultation?
You pay the consultation fee when you book. The money is held in escrow and released after the session, subject to the dispute window. Medicine, laboratory tests, and other extras are paid separately only if they are quoted and you accept them.
Are there any hidden fees?
No. The consultation fee shown at booking is the amount you pay for that session, held in escrow. Afya1’s platform fee is taken from that amount, not added on top. Medicine, laboratory tests, imaging, and other clinical extras are never hidden inside the fare. If they are needed, they are quoted separately for you to review before you pay.
Does the consultation fee include medicine or lab tests?
No. The consultation fee covers the provider’s professional time only. If medicine, laboratory tests, imaging, or other extras are recommended, they appear on a separate quote. You review that quote before you pay, and the original consultation fee does not change.
Prescriptions & Follow-up
Can doctors prescribe medication through Afya1?
Yes, licensed doctors can prescribe medication during online consultations when clinically appropriate. A prescription is not part of the consultation fee. You pay the pharmacy separately, or any billed extra is quoted for you to review first.
How do I get my prescription filled?
After your consultation, if a prescription is issued, you'll receive it digitally. You can choose to have it sent to a pharmacy of your choice for pickup or delivery.
Can I schedule follow-up appointments?
Yes, you can schedule follow-up appointments directly through the platform. Your provider may also recommend follow-up consultations during your initial visit.
Technical Support
What if I have technical issues during a consultation?
Our support team is available to assist with technical issues. You can reach us through the help button in your dashboard or contact support directly.
What are the system requirements for video consultations?
For video consultations, you need a stable internet connection, a device with a camera and microphone (smartphone, tablet, or computer), and a modern web browser.
Is my health information secure on Afya1?
Yes, we take data security seriously. All health information is encrypted and stored securely. We comply with Kenyan data protection regulations and healthcare privacy standards.
Still have questions?
Our support team is here to help you with any questions about Afya1 services.
Contact Support