Terms of service | Clinicato

1. Definitions

"The service": the Clinicato system in all its parts, including the online software, the clinic's booking page and website, the patient account, messages and related apps.
"The clinic": the organisation that opened the account, whether a clinic, a medical centre or a group, and "users": everyone the clinic creates an account for, such as doctors, reception, nursing, accounting and management staff.
"Patients": the people whose details the clinic records in the service, including the guardians of minors.
"Clinic data": everything the clinic, its users or its patients enter in the service, and "health data": anything about a patient's physical or mental health, including history, visits, diagnoses, prescriptions, images and medical files.

2. Account and registration

Registration details must be accurate, and the mobile number confirmed by a WhatsApp code must be yours or the clinic's.
The clinic is responsible for its users' accounts, passwords and the permissions it grants each of them, and tells us at once if it suspects unauthorised access; we recommend two-step verification for every admin and doctor account.
One clinic's account is not shared between independent organisations, and the service may not be resold without a written agreement.

3. The clinic's professional responsibility

Medical decisions, diagnosis and treatment are the sole responsibility of the treating doctor and the clinic, and the templates, alerts, scores and follow-up rules in the service are aids that never replace clinical judgement and are not medical advice.
The clinic is responsible for the accuracy of the data it enters, for reviewing prescription templates and doses before issuing them, and for making sure everyone who issues a prescription is licensed to do so.
The clinic is responsible for holding the licences its practice requires and for complying with the laws governing medical practice, medical records and the advertising of medical services.

4. Free trial, subscription and payment

Every new clinic gets a free trial with every feature for the period shown on the sign-up page, with no credit card.
After the trial the subscription is paid in advance, monthly or yearly, by plan and number of doctors, plus the applicable VAT.
The subscription renews automatically at the end of each period, and you can cancel any time, keeping it until the end of the paid period.
Upgrades are charged for the remaining days only and downgrades start from the next period; amounts paid for periods that have begun are not refunded, except under the money-back guarantee below or where the law requires otherwise.
If an invoice is not paid on time we send a reminder, after the grace period the account becomes read-only (you can view, print and export your data), and if the delay continues it may be suspended, returning to normal as soon as payment is made; we never delete clinic data for late payment without notice and time to download it.

5. Prices and price changes

Listed prices exclude VAT, and the price of a paid period stays fixed until it ends.
We notify the clinic of any increase in its plan's price at least 60 days before it applies, by email or WhatsApp and on the «Your plan» page, and the new price applies only from the first renewal that starts after that notice period.
A yearly subscriber keeps their price until the end of the paid year, and the clinic may change its plan or stop the renewal before the new price applies.

6. Money-back guarantee

A clinic subscribing to a paid plan for the first time may have the full amount of its first subscription invoice refunded, VAT included, if it asks within 30 days of paying that invoice.
The guarantee is given once per customer and does not cover renewal invoices, add-ons or upgrades bought after the first invoice, custom or enterprise plans agreed by special offer, or any part paid with reward credit.
Ask from the «Your plan» page in the system or through support; once approved the amount is refunded to the original payment method where possible or by transfer, the subscription is cancelled at once, and a credit note or return receipt is issued under the e-invoicing rules.
The clinic's data stays stored after cancellation under the privacy policy, and it may download a copy or come back later.

7. Referral programme

Every subscribed clinic has its own referral link on the «Invite a clinic» page, and a new clinic that signs up through the link within 30 days of opening it is credited to it.
Once the new clinic pays its first subscription invoice, both clinics receive credit worth one month of their own plan, VAT included, applied automatically to their next invoices and not payable in cash.
No reward is due if the new clinic was already our customer or belongs to the same customer, or if the referring clinic has reached the yearly reward limit, and unused rewards lapse for both if the new clinic is refunded under the money-back guarantee.
We may change or stop the programme without affecting rewards already earned.

8. Data migration

We help the clinic move its current data (patients, price lists and items) for free from Excel or CSV files or its previous system's exports during the first 30 days after opening the account, through our team or the import assistant in the system.
We move patients' health data only on the clinic's written instructions, inside the system and without keeping copies outside it; we cannot guarantee unreadable formats or incomplete files, and the clinic is responsible for the accuracy of the source data and for reviewing it after the move.

9. Acceptable use

The service may not be used for anything unlawful, to send spam or misleading messages, or to message people who have not agreed to be contacted.
Attempting to break into or disrupt the service, to reach other clinics' data, or to load the systems abnormally is prohibited.
For a serious breach we may suspend the account after notifying you, or at once if the service or others are at risk, while letting you download your data unless the law prevents it.

10. The clinic's data and its patients

Clinic data belongs to the clinic; the clinic is the controller of its patients' data under the Personal Data Protection Law 151 of 2020, and is the processor that handles it to provide the service and only on the clinic's instructions, under the data processing agreement summary in the privacy policy.
The clinic is responsible for having a lawful basis to process its patients' data, including recording their consent (or a guardian's for minors) to processing their health data, for answering their requests, and for honouring requests to stop messages (reminders carry a stop link).
You can download a complete copy of your data from Settings any time and ask for it to be permanently deleted after cancelling, subject to the medical and tax record retention periods the law imposes on you.
We never sell clinic or patient data, and never use it for advertising, marketing or training AI models.

11. Messages and connected services

WhatsApp and text messages, online payments, e-invoices and e-receipts run through third-party providers on the clinic's own accounts and keys, and their terms apply too.
The clinic is responsible for the accuracy of its tax details and for what is sent to the Tax Authority in its name.
Some features use AI, such as reading price and patient lists, and their results are suggestions the clinic reviews before saving; no health data is sent to it unless the clinic explicitly asks for that in the feature concerned.

12. Availability and support

We make every reasonable effort to keep the service available at all times, and announce scheduled maintenance and any outage on the status page.
We take a daily backup of every clinic's data and keep it for 14 days.
Support is available from inside the software and on WhatsApp during working hours; support staff enter a clinic's account only with its manager's consent and for a limited time, every entry is logged, and support accounts can never see patients' medical content.

13. End of the subscription

After the subscription is cancelled or ends you can still download a complete copy of your data, and we delete it only when you ask or after notifying you and giving you enough time to download it.
When you ask for permanent deletion we delete the clinic's database and files, and the remaining backups expire within 30 days, except billing records the law requires us to keep.

14. Limitation of liability

The service is provided "as is", and our total liability for any claim does not exceed what the clinic paid us in the last 12 months.
We are not liable for medical decisions, lost profits or opportunities, indirect damage, or failures of third-party providers, the internet or the clinic's equipment, without prejudice to what the law does not allow to be excluded.

15. Changes to these terms

We may change these terms, and for a material change we notify the clinic's manager at least 30 days before it applies; continuing to use the service afterwards means accepting it.

16. Governing law and contact

These terms are governed by the laws of the Arab Republic of Egypt; any dispute is first settled amicably, failing which the courts of Cairo have jurisdiction.
For any question or complaint: .