Terms & Conditions

01

Definitions

In these Terms and Conditions, the following definitions apply:

• "Arokiam" means Arokiam (Pty) Ltd, a company registered in the Republic of South Africa, the owner and operator of the cliniweb platform.
• "cliniweb" means the cloud-based healthcare practice management and electronic health record platform developed and maintained by Arokiam, accessible at any domain or subdomain operated by Arokiam.
• "Service" means all features, modules, APIs, integrations, and associated services provided by cliniweb.
• "Provider" or "You" means the registered healthcare professional, practice, or authorised representative who accepts these Terms.
• "Account" means the Provider's registered user account on the cliniweb platform.
• "Patient Data" means any personal, health, or sensitive information relating to a patient that is entered into, processed by, or stored on the cliniweb platform.
• "Personal Information" has the meaning ascribed to it in the Protection of Personal Information Act 4 of 2013 ("POPIA").
• "Third-Party Services" means external services integrated with or accessed through cliniweb, including but not limited to pathology laboratories, medical aid schemes, pharmacies, WhatsApp Business API, SMS gateways, and email delivery providers.

02

Acceptance of Terms

By registering for, accessing, or using the cliniweb Service, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety, as well as any applicable policies incorporated herein by reference.

If you are registering on behalf of a practice, partnership, or entity, you warrant that you have the authority to bind that entity to these Terms, and references to "You" shall include that entity.

If you do not agree to these Terms, you must not register, access, or use the Service. Continued use of the Service following any amendment to these Terms constitutes acceptance of the amended Terms.

03

Service Description

cliniweb is a cloud-based healthcare practice management platform that includes, without limitation, the following features:

• Electronic Health Records (EHR) management
• Appointment scheduling and practice administration
• Inventory and stock management
• Electronic prescription (e-scripting) generation and dispatch
• AI-assisted clinical note-taking via speech-to-text technology
• Medical aid claim submission and management
• Patient communication via WhatsApp, SMS, and email
• Laboratory result retrieval and pathology request management
• Electronic remittance advice processing
• Compliance documentation including SOPs, referral letters, and consent forms

Arokiam reserves the right to modify, add, or discontinue any feature of the Service at any time, with or without notice, subject to reasonable efforts to inform affected Providers.

04

Service Availability & Uptime

Arokiam undertakes to use best efforts to ensure that the cliniweb platform is available and accessible at all times. However, you acknowledge and agree that:

• The Service is provided on an "as is" and "as available" basis. Arokiam makes no warranty, express or implied, that the Service will be uninterrupted, error-free, or free from downtime.
• Scheduled maintenance, emergency maintenance, third-party infrastructure failures, acts of God, load-shedding, internet service provider outages, or any other event beyond Arokiam's reasonable control may result in temporary unavailability of the Service.
• Arokiam shall use reasonable endeavours to provide advance notice of planned maintenance windows.
• Arokiam shall not be liable for any loss, damages, or claims arising from unavailability of the Service, howsoever caused.

05

Data Protection, Security & POPIA

Arokiam is committed to protecting personal and patient information in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA) and all other applicable South African data protection legislation.

Data Storage & Backups

Arokiam will use best efforts to securely store all data entered into the cliniweb platform, including patient records, attachments, consent forms, and clinical documentation. Arokiam will use best efforts to maintain regular backups of stored data. However:

• Arokiam does not guarantee that data will never be lost, corrupted, or destroyed, and shall not be liable for any loss of data arising from circumstances beyond Arokiam's reasonable control.
• It is the Provider's responsibility to maintain independent records and backups where clinically, legally, or professionally required.
• Arokiam implements industry-standard security measures including encryption, access controls, and secure transmission protocols to protect data from unauthorised access, disclosure, alteration, or destruction.

Your Obligations as Responsible Party

In terms of POPIA, you acknowledge that as the healthcare Provider, you are the Responsible Party for the personal and health information of your patients. Arokiam acts as an Operator processing that information on your behalf. You remain solely responsible for:

• Obtaining lawful consent from patients for the processing of their personal information on the cliniweb platform.
• Ensuring that data entered into cliniweb is accurate, complete, and lawfully obtained.
• Notifying Arokiam promptly of any suspected data breach or security incident involving your Account.
• Complying with your obligations under POPIA, HPCSA guidelines, and any other applicable legislation.

Data Retention

Arokiam will retain data for the period required by applicable law and professional guidelines, or for the duration of the Service agreement, whichever is longer. Upon termination of your Account, Arokiam will, upon written request, provide a reasonable mechanism to retrieve your data before permanent deletion.

06

Anonymous Data & Analytics

You acknowledge and agree that Arokiam may collect, use, and analyse anonymised and aggregated data derived from usage of the Service for the following purposes:

• Service improvement, feature development, and quality assurance
• Epidemiological and public health analytics and reporting
• Internal business intelligence and operational monitoring
• Research and development of new products and services
• Statistical and trend analysis across the cliniweb user base

All such data will be fully anonymised before use, such that no individual patient or Provider can be identified from the data. Arokiam will not sell anonymised data to third parties for commercial marketing purposes. This provision survives termination of your Account.

07

Authorisation to Act on Your Behalf

By registering for and using cliniweb, you expressly authorise Arokiam and its designated representatives, agents, and integrated service providers to act on your behalf for the following purposes, to the extent necessary to deliver the Service:

• Laboratory & Pathology: Submitting pathology requests, retrieving laboratory results, and receiving electronic reports from accredited laboratories on your behalf.
• Medical Aid Claims: Preparing, submitting, tracking, and managing medical aid claim submissions to medical schemes and their administrators.
• Electronic Remittances: Retrieving and processing electronic remittance advice (ERA) and explanation of benefits (EOB) documents from medical aids and third-party payers.
• Pharmacy & E-Scripting: Transmitting electronic prescriptions to pharmacies designated by you or your patients.
• Electronic Communications: Sending emails, SMS messages, and WhatsApp messages to patients and third parties on your behalf in connection with appointment management, clinical correspondence, and practice administration.
• Regulatory & Scheme Portals: Accessing third-party portals and services required to fulfil the above functions, using credentials or integration keys provided or authorised by you.

This authorisation is limited to actions necessary for the delivery of the Service and does not authorise Arokiam to act beyond the scope of these functions. You remain fully responsible for the accuracy of information submitted through these functions on your behalf.

08

Electronic Delivery of Prescriptions & Communications

Arokiam will use best efforts to ensure the timely and accurate delivery of electronic prescriptions, patient communications (email, SMS, WhatsApp), referral letters, and other clinical documents transmitted via the Service.

However, you acknowledge that:

• Successful delivery depends on third-party providers including email service providers, SMS gateways, WhatsApp Business API infrastructure, and internet connectivity — all of which are outside Arokiam's direct control.
• Arokiam cannot guarantee delivery, receipt, or timely processing of any prescription, communication, or document transmitted through the Service.
• Arokiam shall not be liable for any harm, loss, or claim arising from non-delivery, delayed delivery, or incorrect delivery of electronic prescriptions or patient communications, howsoever caused.
• It remains the Provider's professional responsibility to verify that critical communications have been received and to follow up through alternative means where necessary.

09

Medical Aid Claim Submissions

cliniweb facilitates zero-rated electronic claim submission to medical aids and their administrators on your behalf. No charge is levied by Arokiam for this service.

• Arokiam is not liable for claims that are rejected, pended, written off, or unpaid by any medical aid scheme for any reason.
• The Provider remains solely responsible for the clinical and billing accuracy of all claims submitted, including the correctness of ICD-10 codes, NAPPI codes, procedure codes, and tariff codes.
• Arokiam is not a registered medical aid administrator or managed care organisation and does not provide billing consulting or coding advice.
• Any disputes regarding claim payments must be directed by the Provider to the relevant medical aid scheme.

10

AI-Powered Features

cliniweb incorporates artificial intelligence and machine learning features, including AI-powered speech-to-text clinical note generation ("AI Features").

• AI Features are provided as a productivity aid only and do not constitute clinical advice, diagnosis, or medical decision-making support.
• All AI-generated content, including transcribed notes, suggested text, or auto-completed fields, must be reviewed, verified, and approved by the responsible registered healthcare professional before being recorded in a patient file or used for any clinical purpose.
• Arokiam does not warrant the accuracy, completeness, or fitness for purpose of any AI-generated output. The Provider bears sole professional and legal responsibility for the contents of any patient record, regardless of how it was generated.
• AI Features may be powered by third-party artificial intelligence providers. Use of AI Features is subject to the terms and conditions of those providers in addition to these Terms.
• Arokiam reserves the right to modify, limit, or discontinue AI Features at any time and is not liable for any reliance placed on AI-generated content.

11

Account Security & Password Responsibility

You are solely responsible for maintaining the confidentiality and security of your Account credentials, including your username and password. You agree to:

• Choose a strong, unique password and not share it with any unauthorised person.
• Not allow any other person to access the Service using your credentials, except as expressly permitted by your practice's internal access management policies.
• Notify Arokiam immediately at info@cliniweb.co.za upon becoming aware of any unauthorised access to or use of your Account.
• Ensure that all users added to your Account are authorised healthcare professionals or authorised administrative staff of your practice.

12

Fees, Billing & Payment Terms

Access to cliniweb is subject to the payment of fees as set out below. All amounts are quoted in South African Rand (ZAR) and are exclusive of VAT unless otherwise stated.

Fee Structure

The combined Daily Access Fee and Data Storage Fee is designed to approximate ~R150 per month for a typical single-provider practice. Actual charges may vary depending on data volumes and usage patterns.

Current per-unit rates for WhatsApp, SMS, and email are available on request and may be updated from time to time by Arokiam with notice.

Billing & Payment

• Fees are calculated and invoiced on a monthly basis unless otherwise agreed in writing.
• Payment is due within the period specified on the invoice. Arokiam reserves the right to charge interest on overdue amounts at the rate prescribed by the National Credit Act or such other applicable legislation.
• All fees are non-refundable unless otherwise required by law.
• Arokiam reserves the right to revise its fee structure at any time upon thirty (30) days' written notice to the Provider.

13

Suspension, Access Denial & Termination

Non-Payment

Other Grounds for Suspension or Termination

Arokiam may, at its sole discretion, suspend or terminate your Account immediately and without notice if:

• You breach any provision of these Terms and Conditions.
• You use the Service for any unlawful purpose or in a manner that could cause harm to Arokiam, third parties, or patients.
• Arokiam is required to do so by law, court order, or regulatory authority.
• Your registration as a healthcare professional with the HPCSA or relevant professional body is suspended, revoked, or lapsed.

Termination by Provider

You may terminate your Account at any time by providing Arokiam with written notice. Termination does not relieve you of any outstanding payment obligations. Upon termination, Arokiam will retain your data for the minimum period required by applicable law before deletion.

14

Limitation of Liability

To the fullest extent permitted by applicable South African law, Arokiam, its directors, officers, employees, agents, and service providers shall not be liable for any:

• Loss of data, revenue, profit, or business opportunities
• Indirect, incidental, consequential, special, or punitive damages
• Clinical or patient harm arising from reliance on AI-generated notes, claim submissions, or any output of the Service
• Failure or delay in the delivery of electronic prescriptions, communications, or claims
• Unauthorised access to your Account resulting from your failure to maintain credential security
• Actions or omissions of third-party service providers, medical aid schemes, pharmacies, or laboratories
• Service unavailability or data loss arising from circumstances beyond Arokiam's reasonable control

In any event, Arokiam's total aggregate liability to you for any cause of action shall not exceed the total fees paid by you to Arokiam in the three (3) calendar months immediately preceding the event giving rise to the claim.

15

Indemnification

You agree to indemnify, defend, and hold harmless Arokiam and its directors, officers, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:

• Your use or misuse of the Service
• Your breach of these Terms and Conditions
• Your violation of any applicable law or regulation, including POPIA and HPCSA rules
• Any clinical decisions made using data, notes, or output generated by the Service
• Any inaccuracy in billing, coding, or clinical information submitted through the Service
• Any third-party claim arising from your use of patient data on the platform

16

Intellectual Property

All software, technology, algorithms, interfaces, branding, and content comprising the cliniweb platform are the exclusive intellectual property of Arokiam (Pty) Ltd and are protected by South African and international intellectual property laws.

• Nothing in these Terms grants you any ownership of or licence to Arokiam's intellectual property beyond what is strictly necessary to use the Service in accordance with these Terms.
• You may not copy, reproduce, decompile, reverse engineer, or create derivative works of the cliniweb platform or any part thereof.
• Patient data and clinical content entered by you remains your property. By entering data into cliniweb, you grant Arokiam a limited licence to process that data solely to deliver the Service.

17

Governing Law & Dispute Resolution

These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of South Africa, including the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), the Consumer Protection Act 68 of 2008 (CPA), and POPIA.

In the event of any dispute arising from or relating to these Terms or the Service, the parties agree to first attempt to resolve the dispute by good-faith negotiation. If the dispute cannot be resolved within thirty (30) days, either party may refer the matter to the jurisdiction of the South Gauteng High Court, without prejudice to either party's right to seek urgent interim relief in any competent court.

18

Amendments to These Terms

Arokiam reserves the right to amend these Terms and Conditions at any time. Where changes are material, Arokiam will use reasonable efforts to notify Providers via email or a notice within the platform at least fourteen (14) days before the changes take effect.

Your continued use of the Service after the effective date of any amendment constitutes your acceptance of the revised Terms. If you do not accept the amended Terms, you must discontinue use of the Service and notify Arokiam in writing of your intention to terminate your Account.

19

Contact & Notices

For questions, complaints, or formal notices relating to these Terms and Conditions, please contact Arokiam at:

For data protection enquiries or to exercise your rights under POPIA, please contact our Information Officer at the email address above, marking your correspondence "POPIA — Data Request".