Terms of Service

Introduction

These Terms of Service ("Terms") govern access to and use of the Arogya website, platform, APIs, patient portal, doctor portal, appointment tools, forms, communications, payments, files, video consultation features, and related services (collectively, the "Services") provided by [Company Legal Name] ("Arogya", "we", "us", or "our").

1. Acceptance of Terms

By accessing or using the Services, you agree to these Terms. If you use the Services on behalf of a clinic, hospital, company, or other organisation, you confirm that you have authority to bind that organisation.

If you do not agree to these Terms, do not use the Services.

2. The Services

Arogya provides software tools for healthcare operations, including user and role management, patient and doctor portals, CRM records, contacts, leads, deals, tickets, notes, tasks, appointment management, care plans, resource and rota scheduling, online forms, medical file uploads, email/SMS/call workflows, video consultation support, transcripts, reporting, payment links, invoices, and third-party integrations.

The exact features available may depend on configuration, subscription, permissions, region, and enabled integrations.

3. No Emergency Use or Medical Advice

Arogya is software, not a medical provider. The Services are not intended for emergency care, urgent medical communication, diagnosis, treatment decisions, or replacement of professional medical judgment.

Patients should contact their healthcare provider or local emergency services for urgent or emergency medical needs. Healthcare providers are solely responsible for clinical advice, diagnosis, treatment, prescriptions, consent, medical records, patient communication, and compliance with professional obligations.

4. Accounts and Security

Users must provide accurate account information and keep credentials secure. You are responsible for all activity under your account, including actions by staff, administrators, patients, doctors, or other authorised users.

You must promptly notify us of suspected unauthorised access, credential compromise, or security incidents. We may suspend accounts where needed to protect users, patients, data, or the platform.

5. Customer Responsibilities

Healthcare organisations and administrators are responsible for:

• configuring users, permissions, roles, departments, locations, booking flows, forms, templates, and integrations correctly;
• obtaining all required patient, staff, and third-party consents;
• ensuring clinical, medical, payment, appointment, and communication data entered into the platform is accurate and lawful;
• responding to patient access, correction, deletion, and medical-record requests;
• maintaining required healthcare records and complying with applicable privacy, medical, employment, payment, consumer protection, and communications laws;
• reviewing third-party provider terms before enabling integrations.

6. Patient Portal and Doctor Portal

Patient and doctor portal users may access only information made available to them by the relevant healthcare organisation or by their authorised account permissions. Arogya is not responsible for medical advice, appointment availability, clinical decisions, care-plan content, or payment policies set by healthcare providers.

7. Payments

The Services may support Stripe-connected accounts, payment links, payment intents, refunds, taxes, invoices, and offline payment records. Payment processing is handled by third-party payment providers. Arogya does not control bank/card approval, payment processor fees, chargebacks, settlement timelines, or refund policies set by healthcare providers.

Healthcare organisations are responsible for pricing, taxes, invoices, refunds, disputes, and payment compliance.

8. Communications

The Services may send or receive email, SMS, calls, webhooks, notifications, and other communications through connected providers such as Gmail, Outlook, SendGrid, Twilio, or similar services. You are responsible for ensuring that recipients have consented to receive communications where required, that message content is lawful, and that opt-out requests are honoured.

Call, SMS, email, and video features may depend on third-party networks and providers and may not always be available.

9. Files, Forms, and Content

Users may upload files, submit forms, create templates, add notes, send communications, and store patient or business records. You retain ownership of your content, but grant Arogya the rights needed to host, store, process, transmit, display, and back up that content to provide the Services.

You must not upload or submit content that is unlawful, harmful, infringing, misleading, malicious, or outside your rights to use.

10. AI-Assisted Features

Some features may use AI or automation to assist with form extraction, suggested resources, appointment templates, summaries, transcripts, or operational workflows. AI-generated output may be incomplete, inaccurate, or unsuitable for a specific clinical or operational purpose.

Users are responsible for reviewing AI-assisted output before relying on it. AI features must not be used as a substitute for professional medical judgment.

11. Third-Party Services and Integrations

The Services may integrate with third-party providers, including AWS S3, Stripe, Twilio, Agora, Google/Gmail, Microsoft Outlook, SendGrid, OpenAI, geocoding, and other services. Your use of those integrations may be subject to the third party's terms, privacy policy, fees, limits, uptime, and security practices.

We are not responsible for third-party service failures, changes, outages, account suspensions, pricing, or data handling outside our control.

12. Acceptable Use

You must not:

• access, copy, modify, or use data without authorisation;
• interfere with platform security, availability, or tenant separation;
• attempt to reverse engineer, scrape, overload, or bypass access controls;
• send spam, unlawful marketing, abusive messages, or prohibited health claims;
• upload malware or harmful content;
• use the Services for unlawful, fraudulent, discriminatory, or unsafe purposes;
• misrepresent identity, affiliation, patient consent, clinical authority, or payment information.

13. Subscriptions, Fees, and Taxes

If paid plans apply, fees, billing cycles, taxes, renewal terms, and cancellation terms will be set out in the applicable order form, subscription page, invoice, or agreement. Unless stated otherwise, fees are non-refundable except as required by law or expressly agreed in writing.

14. Availability and Changes

We aim to provide reliable Services, but we do not guarantee uninterrupted or error-free operation. We may modify, suspend, discontinue, or limit features for maintenance, security, legal, technical, commercial, or operational reasons.

15. Confidentiality

Each party may receive non-public information from the other. The receiving party must protect confidential information using reasonable care and use it only for the purposes of the Services, unless disclosure is required by law.

16. Data Protection

Our Privacy Policy explains how we collect and use personal information. Where required, customers and Arogya may enter into a separate data processing agreement, business associate agreement, or similar privacy/security agreement.

17. Intellectual Property

Arogya and its licensors own the Services, software, designs, workflows, APIs, documentation, and related intellectual property. These Terms do not transfer ownership of the Services to you. You may use the Services only as permitted by these Terms and your applicable agreement.

18. Disclaimers

The Services are provided on an "as is" and "as available" basis to the maximum extent permitted by law. We disclaim warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted operation, error-free operation, and clinical or financial outcome.

We do not warrant that the Services will meet every legal, clinical, regulatory, operational, or reporting requirement in your jurisdiction.

19. Limitation of Liability

To the maximum extent permitted by law, Arogya will not be liable for indirect, incidental, special, consequential, punitive, exemplary, or lost-profit damages, or for loss of data, goodwill, revenue, business opportunity, or clinical outcome.

To the maximum extent permitted by law, our total liability for claims relating to the Services will not exceed the amounts paid to us for the Services during the [three/six/twelve] months before the event giving rise to the claim.

20. Indemnity

You agree to defend and indemnify Arogya from claims, damages, losses, liabilities, costs, and expenses arising from your content, your users, your healthcare services, your misuse of the Services, your violation of these Terms, your enabled integrations, or your breach of applicable law.

21. Suspension and Termination

We may suspend or terminate access if you breach these Terms, fail to pay applicable fees, create security or legal risk, misuse the platform, or if required by law. Upon termination, access to the Services may end, but certain provisions will survive, including payment obligations, confidentiality, disclaimers, limitations of liability, indemnity, and dispute terms.

22. Governing Law and Disputes

These Terms are governed by the laws of [Jurisdiction], without regard to conflict-of-law rules. Courts located in [Venue] will have exclusive jurisdiction unless a separate signed agreement states otherwise.

23. Changes to These Terms

We may update these Terms from time to time. The updated version will be posted on our website with a new effective date. Continued use of the Services after the effective date means you accept the updated Terms.