Terms of Service

1. Emergency Notice

WARNING: This service is NOT an emergency medical service.

If you or someone near you is experiencing a medical emergency, do not use this platform. Instead:

Call 999 for life-threatening emergencies

Call 111 for urgent but non-life-threatening medical advice (NHS 111)

Go to your nearest Accident & Emergency (A&E) department

Symptoms requiring emergency care include:

Chest pain or difficulty breathing

Loss of consciousness or unresponsiveness

Severe bleeding that cannot be stopped

Signs of stroke (face drooping, arm weakness, speech difficulty — think F.A.S.T.)

Suspected heart attack

Severe allergic reaction (anaphylaxis)

Suicidal thoughts or intent to self-harm

Klinivo does not provide emergency medical services, triage emergency calls, or dispatch emergency responders.

2. Introduction and Acceptance

2.1 About These Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you", "your", "User") and HC Desenvolvimento de Softwares Ltda., a company incorporated in Brazil ("Klinivo", "we", "us", "our"), governing your access to and use of the Klinivo platform ("Platform").

Klinivo is an AI-powered healthcare practice management platform that supports both in-person and telemedicine consultations, clinical documentation, scheduling, patient management, and workflow automation.

These Terms should be read together with our:

Privacy Policy — how we collect, use, and protect your data
AI Consent Form — specific consent for artificial intelligence features
Cookie Policy — how we use cookies and similar technologies

Together, these documents form the complete agreement between you and Klinivo.

2.2 Acceptance of Terms

By creating an account, accessing the Platform, or using any of our Services, you:

Confirm that you have read, understood, and agree to be bound by these Terms
Acknowledge that these Terms constitute a binding legal agreement
Agree to comply with all applicable laws and regulations
Consent to receive communications from us electronically

If you do not agree to these Terms, you must not access or use the Platform.

2.3 Eligibility

To use the Platform, you must:

Be at least 18 years of age, or have verifiable parental or legal guardian consent if under 18
Have the legal capacity to enter into a binding contract
Not be prohibited from using the Platform under the laws of England and Wales or any other applicable jurisdiction

For healthcare providers: You must hold a current licence to practise with the General Medical Council (GMC) or the relevant professional regulatory body for your discipline in the United Kingdom, or hold equivalent registration in your jurisdiction.

For patients under 18: A parent or legal guardian must create and manage the account on the minor's behalf, accept these Terms, and supervise all use of the Platform.

2.4 Electronic Agreement

You agree that clicking "I Accept", "Create Account", or using the Platform constitutes your electronic signature and has the same legal effect as a handwritten signature, in accordance with the Electronic Communications Act 2000 and the Electronic Identification and Trust Services for Electronic Transactions Regulations 2016.

3. Definitions

In these Terms, the following words have the meanings set out below:

Term	Definition
Platform	The Klinivo web application, APIs, and all associated services accessible at klinivo.co and related domains
Services	All features, tools, and functionalities provided through the Platform, including the Free Core Platform and paid subscription Plans
Plan	A named subscription tier (Free, Essential, Pro, or Premium for PUBLIC Organisations) that determines which features are available
Module	A discrete capability gated by a Plan or an Enterprise contract (e.g. AI Scribe, Smart Intake, Automation, Analytics)
Organisation	A legal entity or practice registered on the Platform. Organisations may be PUBLIC (self-service) or PRIVATE (invitation-only)
PUBLIC Organisation	An Organisation where providers register via self-service and each Provider is responsible for their own billing
PRIVATE Organisation	An Organisation where users are invited by the Owner, and billing is managed centrally by the Owner
Owner	The User who holds the subscription for a PRIVATE Organisation and is responsible for billing
Provider	A licensed healthcare professional (e.g. doctor, consultant) registered on the Platform
Patient	An individual receiving healthcare services through a Provider using the Platform
Content	Any data, text, images, audio, documents, or other materials uploaded to, created on, or transmitted through the Platform
AI Features	Artificial intelligence capabilities including transcription, SOAP note generation, smart intake, and related tools
Subscription	A recurring agreement to access a paid Plan for a specified billing cycle
User	Any individual who accesses or uses the Platform, including Providers, Patients, Owners, administrators, managers, staff, and secretaries

4. Account Registration

4.1 Account Types

The Platform supports two Organisation types, each with different registration processes:

Aspect	PUBLIC Organisation	PRIVATE Organisation
Registration	Self-service — any Provider can sign up	Invitation only — Owner invites all users
Billing	Each Provider manages their own subscription	Owner manages billing for the entire Organisation
Use case	Solo practitioners, independent doctors	Clinics, group practices, enterprise
Provider billing access	Yes (they are the billing owner)	No (contact the Organisation Owner)

4.2 Registration Process

To create an account, you must provide accurate and complete information, including:

Full legal name
Valid email address
Professional registration number (for Providers — e.g. GMC number)
Organisation details (if applicable)

Authentication is managed through AWS Cognito. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

4.3 Account Security

You must:

Choose a strong, unique password
Enable multi-factor authentication when available
Not share your login credentials with any other person
Notify us immediately at [email protected] if you suspect any unauthorised access

We are not liable for any loss or damage arising from your failure to protect your account credentials.

4.4 Account Accuracy

You must keep your account information accurate and up to date. For Providers, this includes ensuring your professional registration status is current. We may suspend accounts with materially inaccurate information.

5. Free Core Platform

5.1 What Is Always Free

Klinivo provides a comprehensive core platform at no cost and with no credit card required. The Free Core Platform includes:

Feature	Description
Scheduling	Online appointment calendar, waitlist management, patient self-booking
Patient EMR	Electronic medical records, patient registration, document management
Manual SOAP Notes	Clinical documentation in SOAP format (without AI assistance)
Prescriptions	Digital prescriptions with a medication database and drug-interaction alerts; the doctor signs according to their own practice
Check-in & Waitlist	Patient check-in, walk-in management, waiting queue
Patient Portal	Patient access to appointments, health records, and communications
1 Secretary	One secretary account included per Provider
Multi-Location	Support for multiple practice locations

5.2 No Hidden Costs

The Free Core Platform:

Requires no credit card to register or use
Has no time limit — it is free indefinitely
Is not a trial — there is no expiry date
Includes all core features listed above without usage caps
Will not be retroactively converted to a paid feature

5.3 Fair Use

The Free Core Platform is subject to reasonable fair use. We reserve the right to contact Users whose usage significantly exceeds normal patterns (for example, automated or programmatic misuse) and, if necessary, to restrict access.

6. Paid Subscription Plans

6.1 Available Plans

For PUBLIC Organisations (solo clinicians, self-service), Klinivo offers the following subscription Plans that extend the Free Core Platform with advanced capabilities. Each Plan is a flat per-Provider monthly price; higher Plans include everything in the lower Plans.

Plan	What it adds	Starting Price (GBP)
Free	Full Free Core Platform + email reminders + basic 1-on-1 telemedicine (HD video) + 1 Secretary	£0
Essential	WhatsApp/SMS appointment reminders and patient notifications	From £79/month
Pro	Smart Intake (AI symptom collection) + AI Scribe (real-time transcription, AI-generated SOAP notes), unlimited consultations	From £199/month
Premium	Same features as Pro, sized for high-volume practices	From £299/month

Enterprise (PRIVATE Organisations via negotiated contract):

Enterprise customers are served under a negotiated contract that includes every module, including the two enterprise-only Modules — Automation (workflow engine) and Analytics (custom reports, organisation-wide dashboards) — which are not available through the public self-service catalogue. Organisations interested in Enterprise must contact our commercial team for contract-based procurement.

6.2 Pricing

All prices are stated in pounds sterling (GBP) and are exclusive of VAT unless otherwise stated. Current pricing is available on our website. Prices may vary depending on the billing cycle (monthly or annual) and any promotional offers.

6.3 Subscription Scope

Your Subscription includes the features available in your Plan at the time you subscribe.

Future features are not automatically added to existing Subscriptions unless included in your Plan
You may upgrade to a higher Plan at any time
Existing subscribers may receive promotional access to new features at our discretion

7. Billing and Payment

7.1 Payment Processor

All payments are processed by Stripe Payments UK Ltd. We do not store your credit or debit card details. Card data is handled exclusively by Stripe in accordance with PCI-DSS Level 1 standards.

7.2 Currency

All billing is in pounds sterling (GBP). VAT is charged where applicable and shown separately on invoices.

7.3 Billing Structure

Organisation Type	Who Pays	Billing Model
PUBLIC	Each Provider individually	Per-Provider billing
PRIVATE	The Organisation Owner	Organisation-wide billing

7.4 Billing Cycle

Aspect	Detail
Cycle options	Monthly or annual
Renewal	Automatic at the end of each cycle
Billing date	Same date each cycle (or last day of month if date does not exist)
Payment methods	Credit card, debit card (via Stripe)
Invoices	Automatically generated and sent by email
Annual billing	Discounted rate, billed as a single annual payment

7.5 Failed Payments

If a payment fails, the following process applies:

Day	Action
Day 1	Automatic retry by Stripe
Day 3	Email notification of failed payment
Day 7	Second notification with update payment link
Day 15	Paid Plan access suspended (data preserved)
Day 30	Account may be downgraded to Free Core Platform

During suspension, your data is preserved and will be restored upon successful payment. You will not lose any clinical records.

7.6 Price Changes

We may change our prices from time to time. When we do:

We will give you at least 30 days' written notice before any price change takes effect
New prices apply at the start of the next billing cycle after the notice period
You may cancel your Subscription before the new price takes effect
Continued use after the price change constitutes acceptance of the new price

8. Subscription Management

8.1 Upgrades

You may upgrade to a higher Plan at any time. Upgrades take effect immediately, and your billing is adjusted on a prorated basis for the remainder of the current billing cycle.

8.2 Downgrades

You may downgrade to a lower Plan at any time. Downgrades take effect at the end of the current billing cycle. You retain access to your current Plan's features until the cycle ends.

8.3 Cancellation

You may cancel your Subscription at any time:

How: Through your account settings or by emailing [email protected]
Effect: Access to your paid Plan continues until the end of the current billing cycle
Data: Your data is preserved. Clinical records are retained in accordance with legal requirements
Free Core: You retain full access to the Free Core Platform after cancellation

8.4 Refund Policy and Right of Withdrawal

8.4.1 14-Day Cooling-Off Period

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your Subscription within 14 days of the date of purchase, without giving any reason.

How to exercise your right of withdrawal:

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You may:

Email [email protected] with subject line "Withdrawal — [your email address]"
Use the model withdrawal form set out in Section 17.2 of these Terms
Cancel through Settings > Subscription > Cancel within 14 days

Refund:

We will reimburse all payments received from you, without undue delay and no later than 14 days from the day we receive your withdrawal notification
Refund will be made using the same payment method you used for the original transaction
If you have consumed digital content during the withdrawal period (for example, used AI features), you may be charged proportionally for the content consumed, provided you gave prior express consent and acknowledged loss of the right of withdrawal when requesting the service

8.4.2 Waiver of Withdrawal Right for Digital Content

When you begin using a paid Plan feature (digital content), you may be asked to:

Give your express consent to begin the supply of digital content before the end of the 14-day withdrawal period
Acknowledge that by doing so, you will lose your right of withdrawal once the digital content has been fully supplied

This is in accordance with Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8.4.3 Refunds After the Cooling-Off Period

Situation	Refund Policy
Cancellation after 14-day period (monthly cycle)	No prorated refund; access continues to end of cycle
Early cancellation (annual cycle)	Prorated refund based on complete remaining months
Billing error by Klinivo	Full refund
Extended service unavailability (>24 hours)	Prorated service credit
Justified refund request due to exceptional circumstances	Case-by-case evaluation
Account terminated for breach of Terms	No refund

To request a refund under exceptional circumstances, send a request to [email protected] including: detailed reason, reference period. Guaranteed response within 5 business days.

9. Acceptable Use

9.1 Permitted Use

You may use the Platform for:

Legitimate healthcare practice management
Scheduling and managing patient appointments
Conducting telemedicine and in-person consultations
Creating and maintaining clinical records
Using AI features with appropriate consent
Communicating with patients and care team members
Generating reports and analytics for your practice

9.2 Prohibited Conduct

You must not:

Misrepresent your identity, qualifications, or professional registration
Access accounts, data, or systems without proper authorisation
Share login credentials with any other person
Reverse engineer, decompile, or disassemble any part of the Platform
Scrape, harvest, or systematically extract data from the Platform
Interfere with or disrupt the Platform's infrastructure or security
Use the Platform for any unlawful purpose
Send spam, unsolicited messages, or bulk communications outside normal clinical use
Upload content that infringes intellectual property rights
Circumvent any access controls, billing mechanisms, or usage limits
Use automated bots, scripts, or other automated means to access the Platform (unless through our authorised API)

9.3 Healthcare-Specific Restrictions

You must not:

Rely on the Platform as a substitute for professional medical judgement
Use AI-generated content without appropriate human clinical review
Encourage patients to self-diagnose based on Platform output
Provide medical treatment based solely on AI suggestions without independent clinical assessment
Use the Platform for emergency medical care — direct patients to 999 or 111
Misrepresent AI-generated content as solely the work of a human clinician without disclosing AI involvement

9.4 Enforcement

We may, at our discretion, suspend or terminate accounts that violate these Terms. Where possible, we will give you notice and an opportunity to remedy the violation before taking action, except in cases involving a serious or imminent threat to safety, security, or legal compliance.

10. AI Features

10.1 AI as an Assistive Tool

Klinivo's AI features are designed exclusively as assistive tools for licensed healthcare professionals. AI features:

Do not provide medical advice, diagnoses, or treatment recommendations
Do not replace the clinical judgement of a qualified healthcare professional
Do not independently make clinical decisions
Are not certified as medical devices under the Medicines and Healthcare products Regulatory Agency (MHRA)

10.2 Provider Responsibility

The Provider is solely responsible for:

Reviewing all AI-generated content before it becomes part of the medical record
Making all clinical decisions independently of AI suggestions
Ensuring AI-generated documentation accurately reflects the consultation
Correcting, editing, or discarding AI output as clinically appropriate
Complying with GMC Good Medical Practice guidance regarding the use of technology in clinical care

10.3 AI Limitations

AI features have inherent limitations:

AI can produce inaccurate, incomplete, or misleading output
Transcription accuracy depends on audio quality, accents, and medical terminology
AI-generated SOAP notes are drafts that require clinical validation
Smart Intake collects information but does not assess clinical significance
AI models are general-purpose and may not account for rare or atypical presentations

10.4 Consent for AI Features

AI features require explicit, informed consent:

For Providers: Enabled through account settings with acknowledgement of limitations
For Patients: Separate consent obtained before each AI-enabled consultation, as detailed in our AI Consent Form

Consent may be withdrawn at any time. Withdrawal disables AI features for future consultations but does not affect data lawfully processed prior to withdrawal.

10.5 Safety Features

Certain AI features operate as safety mechanisms and do not require separate consent:

Triage/urgency detection — identifies emergency symptoms during intake
Drug interaction alerts — flags potentially dangerous prescription interactions

These features are always active to protect patient safety.

10.6 AI Data Handling

Data Type	Retention	Reason
Consultation audio	24 hours	Processing and error correction; automatically deleted
Transcription text	Minimum 8 years	Part of the medical record (GMC guidance)
AI-generated SOAP notes	Minimum 8 years	Part of the medical record (GMC guidance)
AI cache	24 hours	Performance optimisation
Intake summary	Minimum 8 years	Part of the medical record (GMC guidance)

AI processing is performed via AWS Bedrock (eu-west-1, Dublin). AI model providers do not use your data for model training.

AI-Assisted Clinical Documentation

SOAP notes generated with AI assistance become part of your medical record once signed by your healthcare provider. Signed clinical records cannot be deleted (only amended) due to medical regulation requirements. The signing physician assumes clinical responsibility for all content, whether manually written or AI-assisted. Amendments to signed records are tracked with full audit trail and are subject to a 72-hour window from signing.

11. Intellectual Property

11.1 Klinivo's Intellectual Property

The following are and remain the exclusive property of Klinivo:

The Platform, including all software, source code, and architecture
The Klinivo name, brand, logos, and visual identity
Platform design, user interface, and user experience
Documentation, training materials, and marketing content
AI models, prompts, and processing pipelines
All proprietary algorithms and methodologies

You may not copy, modify, distribute, sell, or create derivative works based on any of the above without our prior written consent.

11.2 Your Content

You retain full ownership of all Content you create, upload, or submit to the Platform, including:

Clinical notes and medical records
Patient data and documents
Practice configurations and templates
Messages and communications

11.3 Licence You Grant to Us

By submitting Content to the Platform, you grant Klinivo a limited, non-exclusive, worldwide, royalty-free licence to:

Store, process, and display your Content as necessary to provide the Services
Create backups of your Content for data protection purposes
Process your Content through AI features where you have given consent
Use anonymised, aggregated data derived from your Content to improve our Services

This licence exists solely for the purpose of providing and improving the Services. It terminates when you delete your Content or close your account, subject to legal retention requirements.

11.4 AI-Generated Content

Content generated by AI features (such as draft SOAP notes, intake summaries, and transcriptions) becomes your Content once you review and save it. Until saved, AI-generated drafts are provisional and may be discarded.

12. Data Ownership and Portability

12.1 Patient Data Ownership

Patients own their personal health data. Under UK GDPR and the Data Protection Act 2018, Patients have the right to access, rectify, and obtain copies of their health data held on the Platform.

12.2 Provider Data

Providers own the clinical content they create. However, Patients retain rights over their personal data contained within that clinical content.

12.3 Data Export

You may export your data at any time through:

Patient Portal: My Health > Export
Provider Dashboard: Settings > Data Export
Support request: Email [email protected]

Data is provided in standard, commonly used, machine-readable formats (JSON, CSV, PDF) to facilitate portability.

12.4 Data Portability

Under Article 20 of UK GDPR, you have the right to receive your personal data in a structured, commonly used, and machine-readable format, and to transmit that data to another controller. We will comply with portability requests within 30 days.

12.5 Medical Record Access

Patients have the right to access their medical records in accordance with the Access to Health Records Act 1990 and UK GDPR. We facilitate this right through the Patient Portal and upon request to our Data Protection Officer.

13. Third-Party Integrations

13.1 Third-Party Services

The Platform integrates with the following third-party services:

Service	Purpose	Data Shared	Terms
Twilio	WhatsApp and SMS messaging	Phone number, name, appointment details	Twilio Terms of Service
Stripe	Payment processing	Name, email, payment details	Stripe Services Agreement
PostHog	Product analytics	Anonymised usage events (no health data)	PostHog Terms of Service
AWS	Cloud infrastructure, AI processing	Encrypted data	AWS Customer Agreement
Sentry	Error monitoring	Error data (no health data)	Sentry Terms of Service

13.2 Third-Party Responsibility

Third-party services are governed by their own terms and privacy policies. While we select partners carefully and require appropriate data protection agreements, we are not responsible for the acts or omissions of third-party service providers.

13.3 Data Protection Agreements

We maintain Data Processing Agreements (DPAs) or equivalent contracts with all third-party processors that handle personal data on our behalf, in accordance with Article 28 of UK GDPR.

14. Service Availability

14.1 Uptime Target

We target 99.9% uptime for the Platform, measured monthly, excluding scheduled maintenance windows.

14.2 Scheduled Maintenance

We will provide at least 48 hours' advance notice for planned maintenance
Maintenance windows will be scheduled outside peak usage hours where practicable
Notifications will be sent via email and in-Platform banner

14.3 Unplanned Outages

In the event of an unplanned outage:

We will work to restore service as quickly as possible
Status updates will be provided via our status page

Service Credit Tiers:

Outage Duration	Credit
Less than 4 hours	No credit
4 to 24 hours	10% of monthly fee
More than 24 consecutive hours	Prorated for affected days
More than 72 consecutive hours	Full monthly fee + right to terminate without penalty

Claims must be submitted within 30 days of the incident to [email protected].

14.4 Force Majeure

We are not liable for any failure or delay in performance resulting from circumstances beyond our reasonable control, including but not limited to:

Natural disasters, epidemics, or pandemics
Acts of war, terrorism, or civil unrest
Government orders, regulations, or sanctions
Failure of third-party infrastructure (internet, cloud providers, power)
Cyberattacks that could not reasonably have been prevented
Industrial action

During a force majeure event, our obligations are suspended for the duration of the event. If the event continues for more than 90 days, either party may terminate the agreement with written notice.

15. Limitation of Liability

15.1 Nature of the Platform

Klinivo is a technology platform that provides tools for healthcare professionals. We are not a healthcare provider, medical practice, or clinical service. We do not provide medical advice, diagnoses, or treatment.

15.2 Exclusions We Cannot Make

Nothing in these Terms excludes or limits our liability for:

Death or personal injury caused by our negligence
Fraud or fraudulent misrepresentation
Breach of the terms implied by Section 12 of the Sale of Goods Act 1979 (title and quiet possession)
Defective products under the Consumer Protection Act 1987
Any other liability that cannot be excluded or limited under English law

15.3 Our Liability to You

Subject to Section 15.2, our total aggregate liability to you for all claims arising out of or in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall not exceed the greater of:

The total fees paid by you to Klinivo in the 12 months immediately preceding the claim; or
£500

15.4 Exclusion of Certain Losses

Subject to Section 15.2, we are not liable for:

Indirect or consequential losses
Loss of profit, revenue, or anticipated savings
Loss of business or business opportunity
Loss of goodwill or reputation
Loss of data (beyond the cost of reasonable restoration efforts)
Punitive or exemplary damages

15.5 Healthcare Disclaimer

Without prejudice to Sections 15.2 and 15.3, Klinivo is not liable for:

Area	Reason
Clinical decisions made by Providers	Clinical judgement is the Provider's professional responsibility
AI suggestions followed by Providers	Provider must independently validate all AI output
AI suggestions not followed by Providers	Provider has sole clinical authority
Treatment outcomes	Klinivo is a tool, not a healthcare provider
Patient self-diagnosis or self-treatment	Platform is not designed for patient self-care

15.6 Consumer Rights

If you are a consumer (as defined in the Consumer Rights Act 2015), you have legal rights in relation to services that are not performed with reasonable care and skill, or where materials supplied are faulty or misdescribed. Nothing in these Terms affects these statutory rights. Advice about your statutory rights is available from your local Citizens Advice Bureau or Trading Standards office.

16. Indemnification

16.1 Your Indemnification of Klinivo

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

Your violation of these Terms or any applicable law
Your Content or data that you upload to the Platform
Your misuse of the Platform or AI features
Claims by your patients arising from your clinical practice
Actions of your staff, employees, or agents using accounts under your Organisation
Unauthorised access resulting from your failure to protect account credentials

16.2 Klinivo's Indemnification of You

Klinivo agrees to indemnify, defend, and hold you harmless from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:

Claims that the Platform infringes a third party's intellectual property rights in the United Kingdom
Data breaches caused directly by a failure in our security infrastructure (not arising from your actions or omissions)

16.3 Indemnification Procedure

The indemnified party must:

Promptly notify the indemnifying party of the claim in writing
Give the indemnifying party sole control of the defence and settlement
Provide reasonable assistance and cooperation at the indemnifying party's expense

17. Consumer Rights

17.1 Your Statutory Rights

If you are a consumer within the meaning of the Consumer Rights Act 2015:

Digital content supplied by Klinivo must be of satisfactory quality, fit for a particular purpose, and as described
If digital content is faulty, you may be entitled to a repair, replacement, or a price reduction
If a service is not performed with reasonable care and skill, you may be entitled to a repeat performance or a price reduction
These rights are in addition to (and not instead of) your right of withdrawal under Section 8.4

17.2 Model Withdrawal Form

To the attention of HC Desenvolvimento de Softwares Ltda. (email: [email protected]):

I hereby give notice that I withdraw from my contract for the supply of the following digital service:

Subscription Plan: _______________
Ordered on: _______________
Name of consumer: _______________
Email address of consumer: _______________
Date: _______________
Signature (if sent on paper): _______________

17.3 How We Handle Withdrawal

Upon receiving your valid withdrawal notice:

We will acknowledge receipt within 2 working days
We will process your refund within 14 days
Refund will be issued to the original payment method
If you consented to begin digital content supply during the withdrawal period and have consumed services, a proportionate charge may be deducted from your refund

17.4 Exceptions to Withdrawal Right

The right of withdrawal does not apply where:

Digital content has been fully supplied with your prior express consent and acknowledgement that the right of withdrawal would be lost
Automatic renewals of existing Subscriptions (the right applies only to the initial purchase)

18. Dispute Resolution

18.1 Informal Resolution

Before initiating any formal proceedings, you agree to contact us first to attempt to resolve the dispute informally:

Email your complaint to [email protected] with a clear description of the issue
We will acknowledge your complaint within 5 working days
We will work to resolve the matter within 30 days

Many disputes can be resolved quickly through direct communication.

18.2 Alternative Dispute Resolution

If we are unable to resolve your complaint informally:

You may refer the dispute to a certified Alternative Dispute Resolution (ADR) provider
In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, we will inform you of any ADR provider we are willing to use
You may also use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr (where applicable)

18.3 Litigation

If informal resolution and ADR do not resolve the dispute:

For businesses: The courts of England and Wales shall have exclusive jurisdiction
For consumers: You may bring proceedings in the courts of England and Wales, or in the courts of the part of the United Kingdom in which you reside (for example, Scotland or Northern Ireland)

Nothing in these Terms affects your statutory right to bring proceedings in any court of competent jurisdiction.

19. Governing Law

19.1 Applicable Law

These Terms are governed by and construed in accordance with the laws of England and Wales.

19.2 Regulatory Framework

The Platform operates in compliance with the following UK legislation and regulatory guidance (as applicable):

Legislation / Guidance	Scope
UK GDPR + Data Protection Act 2018	Data protection and privacy
Consumer Rights Act 2015	Consumer protections for digital content and services
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013	Right of withdrawal, pre-contractual information
Electronic Communications Act 2000	Electronic signatures and communications
Privacy and Electronic Communications Regulations 2003 (PECR)	Electronic marketing, cookies
GMC Good Medical Practice	Standards for registered medical practitioners
Access to Health Records Act 1990	Patient access to health records

19.3 Medical Record Retention

In accordance with GMC guidance and NHS Records Management Code of Practice, medical records are retained for a minimum of 8 years for adults (or until the patient's 25th birthday for children), unless a longer period is required by law or clinical necessity. The clinician or practice is the controller of the clinical record and holds this retention duty; Klinivo acts as the processor that stores the data on the controller's behalf for the duration of the contractual relationship.

19.4 Account Closure and Transfer of Custody

Closing your account does not extinguish the legal duty to retain medical records, which remains with the clinician or practice (the controller). To allow that duty to continue to be met, Klinivo applies the following offboarding flow:

90-day export window. From cancellation or termination, Klinivo makes a complete, structured export of all clinical records and account data available for 90 days (data portability, UK GDPR Art. 20). During this window the account is read-only and no new data is stored.
Advance notice. We notify the account holder at the start of the window and again 30, 7, and 1 day before it closes (queries to [email protected]).
End of active custody. After the window, Klinivo ends active operational custody and stops keeping the data in the production environment. The ongoing retention duty is exercised by the controller, who has received the full export.
Deletion vs. archival. Data outside any legal retention period is permanently deleted. Data still under a retention obligation cannot be deleted while the obligation lasts; it is moved to low-frequency cold archive under the controller's custody, or handed over to the controller. We keep an auditable record of exactly what was deleted, archived, or retained.
Inactive free accounts (no login for over 12 months and never on a paid plan) follow the same flow; free accounts that hold actual clinical records are never deleted — data under legal retention is preserved in cold archive and made available for export.
Death or succession. Where the responsible clinician dies or ceases practice, the legal successor assumes the retention duty; on formal request to [email protected] we provide the full export and observe a minimum 60-day patient-notice period before any transfer or end of custody.

20. Modifications to These Terms

20.1 Our Right to Modify

We may update these Terms from time to time to reflect changes in our Services, legal requirements, or business practices.

20.2 Notice of Changes

Type of Change	Notice Period	How We Notify
Material changes (pricing, liability, rights)	30 days' advance written notice	Email + in-Platform notification
Minor changes (clarifications, formatting)	Published on website	Updated "Last Updated" date

20.3 Your Options

When we make material changes:

You will receive clear notice of what is changing and when it takes effect
You have the right to terminate your Subscription before the changes take effect
If you terminate due to a material adverse change, you will receive a prorated refund for the unused portion of your billing cycle
Continued use of the Platform after the effective date of changes constitutes your acceptance of the new Terms

21. Contact

21.1 Legal Enquiries

For questions about these Terms, data protection, or to exercise your legal rights:

Contact	Detail
Email	[email protected]
Response time	5 working days for general enquiries; 30 days for data subject requests

21.2 Technical Support

For technical issues, account problems, or general enquiries:

Contact	Detail
Email	[email protected]
Hours	Monday to Friday, 09:00 to 18:00 (GMT/BST)

21.3 Data Protection Officer

To exercise your data protection rights under UK GDPR or to raise a privacy concern:

Contact	Detail
Email	[email protected]
Response time	30 days

21.4 Supervisory Authority

You have the right to lodge a complaint with the Information Commissioner's Office (ICO):

Contact	Detail
Website	https://ico.org.uk
Helpline	0303 123 1113
Complaints	https://ico.org.uk/make-a-complaint/

21.5 Service Provider Details

Information	Detail
Legal Name	HC Desenvolvimento de Softwares Ltda.
Trading Name	Tech Rocks
Brand	Klinivo
CNPJ (Brazil company no.)	06.871.228/0001-33
Registered In	Belo Horizonte — MG, Brazil
Legal Email	[email protected]
Website	https://klinivo.co

Appendix A: Glossary

Term	Definition
A&E	Accident and Emergency department
ADR	Alternative Dispute Resolution
AI	Artificial Intelligence
API	Application Programming Interface
AWS	Amazon Web Services
CQC	Care Quality Commission
DPA	Data Processing Agreement (or Data Protection Act, depending on context)
DPO	Data Protection Officer
EMR	Electronic Medical Record
GBP	British pounds sterling
GMC	General Medical Council
ICO	Information Commissioner's Office
MHRA	Medicines and Healthcare products Regulatory Agency
NHS	National Health Service
OPQRST	Onset, Provocation, Quality, Radiation, Severity, Time — a clinical assessment methodology
PECR	Privacy and Electronic Communications Regulations 2003
SaaS	Software as a Service
SLA	Service Level Agreement
SOAP	Subjective, Objective, Assessment, Plan — a clinical documentation format
UK GDPR	The retained EU GDPR as it forms part of UK domestic law by virtue of the European Union (Withdrawal) Act 2018
VAT	Value Added Tax

Appendix B: Frequently Asked Questions

About the Platform

Is Klinivo suitable for emergency medical care? No. Klinivo is not an emergency service. In an emergency, call 999 or go to your nearest A&E. For urgent non-emergency advice, call NHS 111.

Do I need to be registered with the GMC to use Klinivo as a doctor? Yes. All medical practitioners must hold a current licence to practise with the GMC or equivalent regulatory body. We may verify your registration.

Can patients under 18 use the platform? Yes, with a parent or legal guardian managing the account on their behalf and accepting these Terms.

Does Klinivo work for both NHS and private practice? Klinivo is designed primarily for private practice and independent clinics. NHS practices may use the Platform, but Klinivo does not integrate with NHS Spine or other NHS-specific systems.

About Payment

Is the core platform really free? Yes. Scheduling, patient EMR, manual SOAP notes, check-in, waitlist, patient portal, and one secretary account are free with no time limit and no credit card required.

Can I cancel at any time? Yes. There is no lock-in period or cancellation penalty. You retain access to your paid Plan until the end of your current billing cycle.

What currency am I billed in? All billing is in GBP (pounds sterling).

Do I get an invoice? Yes. Invoices are automatically generated by Stripe and sent to your registered email address.

What is the 14-day cooling-off period? Under UK consumer law, you have 14 days from your initial purchase to cancel and receive a full refund, subject to proportionate deductions for digital content already consumed with your prior consent.

About Privacy and Data

Where is my data stored? Data is stored in the EU (AWS eu-west-1, Dublin, Ireland). Authentication data is processed via AWS Cognito in the US under an International Data Transfer Agreement.

How long are medical records kept? In accordance with GMC guidance, medical records are retained for a minimum of 8 years for adults, or until the patient's 25th birthday for children.

Can I export my data? Yes. You can export your data at any time through the Patient Portal or Provider Dashboard in standard formats (JSON, CSV, PDF).

Who can access my health data? Only your healthcare provider, their authorised clinical staff, and you. Access is controlled by role-based permissions. Klinivo staff do not access clinical data except for technical support purposes with your consent or as required by law.

Can I request deletion of my data? You can request deletion of non-essential data at any time. Medical records must be retained for the legal minimum period but can be anonymised.

About AI

Can AI make mistakes? Yes. AI is an assistive tool with known limitations. That is why a licensed healthcare professional always reviews and approves all AI-generated content before it becomes part of the medical record.

Is my consultation audio stored? Audio is processed in real time and automatically deleted within 24 hours. Only the text transcription is retained as part of the medical record.

Is my data used to train AI models? No. Our AI providers (Anthropic via AWS Bedrock) do not use customer data for model training.

Can I have a consultation without AI? Yes. All AI features are optional. You can use the Platform entirely without AI features.

How do I know when AI is being used? Visual indicators are displayed whenever AI features are active during a consultation.

By using the Klinivo platform, you confirm that you have read, understood, and agree to these Terms of Service.

HC Desenvolvimento de Softwares Ltda. [email protected] https://klinivo.co

Version 1.0 — Effective 5 April 2026 For the most current version, visit https://klinivo.co/terms