Medovra Terms of Service

These terms are the agreement between Medovra, an India-based business ("we", "us"), and the clinic or healthcare practice that signs up to use Medovra ("the clinic", "you"). By creating an account or using Medovra, you agree to these terms. If you sign up on behalf of a clinic, you confirm you're authorised to accept these terms for it.

If you and Medovra sign a separate written order or agreement, that agreement takes priority where it differs from these terms.

1. What Medovra is

Medovra is online clinic booking and management software. Depending on your plan, it lets you:

• take appointments from your booking page, WhatsApp and your front desk
• manage doctors, schedules, branches and departments
• keep patient records, visit history and prescriptions, and produce branded prescription PDFs
• send booking confirmations and reminders, including on WhatsApp
• use AI prescription screening, which turns a prescription photo into a draft overview for the doctor to review
• use an AI patient-history summary, which summarises a patient's past visits for the doctor
• view reports, including billing history

Medovra is a booking and clinic-management app only. It does not take, process or hold payments. Any money between you and your patients is handled outside Medovra.

Medovra runs as a shared (multi-tenant) service on a server in India. A dedicated or on-premises deployment is available on request at extra cost, on terms we agree separately.

2. Accounts and roles

• We set up your clinic account with you (there is no self-serve sign-up). The clinic owner or admin then adds staff as doctors or receptionists. Each role sees and does different things.
• You're responsible for who you give access to, for keeping logins secret, and for everything done through your clinic's accounts. Remove access promptly when a staff member leaves.
• Give us accurate account details and keep them up to date.
• Tell us quickly if you think an account has been misused.

3. Your responsibilities as a clinic

3.1 Patient data and consent

• You are responsible for your patients' data. Under India's Digital Personal Data Protection Act, 2023, you are the Data Fiduciary for patient data, and Medovra processes it on your behalf as your Data Processor.
• You must have a lawful basis for collecting and entering patient data, give patients any notice the law requires, and get any consent needed. This includes consent for messages and opt-in for WhatsApp messages.
• For patients under 18, you must get verifiable consent from a parent or lawful guardian where the law requires it.
• You handle patients' requests about their data (access, correction, deletion and so on). We'll help where we reasonably can.
• You decide how long to keep patient records and must meet any legal duty you have to keep medical records.

3.2 Medical decisions stay with the doctor

• Medovra is not a medical device and does not give medical advice. It is administrative software.
• All diagnosis, treatment and prescribing decisions are made by your qualified doctors, who remain fully responsible for them.
• AI prescription screening produces a draft only. It can misread handwriting, medicine names, doses or vitals. The doctor must check and correct every draft before saving, printing or sharing it.
• The AI patient-history summary is a convenience summary of past visit records. It can leave things out or get them wrong. It isn't a diagnosis, and the doctor must check the underlying records whenever it matters.
• The AI chat assistant (if enabled) is for booking help only. It must not be relied on for medical advice, triage or emergencies. Patients with an emergency should contact emergency services or the clinic directly.

3.3 Your content

You're responsible for the accuracy and legality of everything you enter or upload, including clinic details, schedules, fees you record, prescriptions and messages.

4. AI features and OpenAI

AI prescription screening, the AI patient-history summary and the AI chat assistant (if enabled) send the relevant images, visit records or text to OpenAI for processing, which may happen outside India. By turning on these features, you agree to this, and you're responsible for telling your patients about it as part of your patient notice. You can switch the AI features off at any time, and the rest of Medovra keeps working.

5. WhatsApp messaging

• WhatsApp booking and confirmations, and reminders by WhatsApp, SMS or email, are included in your plan at no extra charge, up to your plan's monthly WhatsApp message allowance, as shown on our pricing page or agreed with you in writing. WhatsApp limits some business messages to within 24 hours of the patient's last message, so some reminders are sent by SMS or email instead.
• Fair use, no overage fees: if your clinic regularly needs more than the allowance, we'll talk to you first before changing anything.
• Messages are sent through Twilio using Meta's WhatsApp Business platform. When you use WhatsApp through Medovra, you also agree to follow Meta's WhatsApp Business policies (including the WhatsApp Business Messaging and Commerce policies) and the applicable Twilio terms and acceptable use policy.
• You must only message patients who have opted in, and must stop when they opt out.
• Meta or Twilio may review, restrict or suspend WhatsApp numbers or message templates under their own rules. We don't control those decisions and aren't responsible for them, but we'll help where we can.
• Email and SMS messages, where available, are sent through messaging service providers, and the same consent duties apply.

6. Acceptable use

You must not, and must not let anyone else:

• use Medovra for anything unlawful, or to store data you have no right to hold
• send spam, unsolicited marketing or misleading messages to patients
• try to access another clinic's data, or bypass role-based access or other security controls
• probe, scan or test Medovra's security without our written permission
• overload, disrupt, or interfere with the service or its servers
• copy, resell, reverse-engineer or build a competing product from Medovra, except where the law allows
• upload viruses or harmful code

7. Fees

• Fees are as shown on our pricing page at medovra.com/pricing, or as agreed with you in writing (for example, a quote, order or email). If they differ, what we agreed in writing applies.
• Plan prices include all standard features, including WhatsApp messaging within your plan's monthly allowance. A dedicated or on-premises deployment is priced separately, by quote.
• Free pilots: if we offer you a free pilot, it runs for the period we state (currently 14 days). After it, fees (including any discounted first month shown on the pricing page) apply only if you choose to continue.
• Payment happens outside the app. Medovra doesn't process payments. Fees are billed monthly. We'll invoice you each month. Clinics in India pay by UPI or bank transfer, and clinics outside India pay by bank transfer against the invoice.
• Medovra is GST-registered. Indian prices are shown before GST, and GST (currently 18%) is added to your invoice. Other taxes apply as the law requires.
• We may change fees for future periods with reasonable advance notice. Changes don't apply to a period you've already paid for, or to a price we've agreed to lock for a set period (such as a 12-month founding price) while that period runs.

8. Intellectual property

• Medovra, including its software, design and brand, belongs to us (or our licensors). We give you a limited, non-exclusive, non-transferable right to use it for your clinic while your account is active.
• If you send us feedback or suggestions, we may use them freely.

9. Your data belongs to you

• You own your clinic's data and your patients' data. We use it only to provide and support the service for you, as described in our Privacy Policy, and as the law requires.
• Export: you can ask us for an export of your data at any time while your account is active. We'll provide it in a commonly used format.
• We don't sell your data or your patients' data.

10. Availability and support

• We work to keep Medovra running well, but it is provided "as is" and "as available". We don't promise any particular uptime, or that it will be error-free or uninterrupted.
• Maintenance, updates, problems with our hosting provider or third parties (such as OpenAI, Twilio or Meta), or internet issues may cause downtime or delays, including delayed or failed messages.
• Keep your own records of critical information, and have a backup plan for your clinic's day if the service is unavailable.
• To the extent the law allows, we don't give any other promises (express or implied), such as that the service suits a particular purpose.

11. Limitation of liability

• To the extent the law allows, we are not liable for indirect or consequential losses, such as lost profits, lost revenue, lost patients or damage to reputation.
• We are not liable for medical decisions, for AI output that a doctor did not check, for missed appointments, or for failed or delayed messages.
• Nothing in these terms limits liability that cannot be limited under Indian law (for example, for fraud).

12. Indemnity

You agree to cover our reasonable losses and costs (including reasonable legal fees) from third-party claims arising from:

• patient data you entered or messages you sent without a lawful basis or required consent
• medical care or advice given by your clinic
• your breach of these terms or of the law

We'll tell you promptly about any such claim and let you take part in handling it.

13. Suspension and termination

• You can stop using Medovra and close your account at any time by telling us, subject to any minimum term in your plan or order.
• We may suspend or end your access if you seriously breach these terms (including the acceptable use rules), if fees agreed are unpaid after notice, or if the law or a third party (such as Meta for WhatsApp) requires it. Where reasonable, we'll warn you first and give you a chance to fix the problem.
• We may also stop offering Medovra altogether, with reasonable advance notice, so you can export your data.

14. Your data when the account ends

• Before or shortly after your account ends, ask us for an export (section 9).
• We delete your clinic's data, including patient data, except where the law requires us to keep it. Our Privacy Policy explains more.

15. Changes to these terms

We may update these terms as Medovra or the law changes. We'll post the new version with a new "Last updated" date and tell you by email or in the app about significant changes before they take effect. If you keep using Medovra after that, you accept the updated terms. If you don't agree, you can close your account.

16. General

• Governing law: these terms are governed by the laws of India.
• We'll first try to resolve disputes in good faith by talking with you.
• If any part of these terms is found invalid, the rest still applies.
• You can't transfer your account to someone else without our written consent. We may transfer these terms as part of a business sale or merger, with notice to you.
• Neither of us is responsible for delays caused by events beyond reasonable control (such as power or internet failures, natural disasters, or third-party outages).

17. Contact