Terms & Conditions

Medoho may provide tools for:

• OPD management
• IPD management
• Patient registration
• Patient history
• Appointments and follow-ups
• Digital prescriptions
• Laboratory management
• Pharmacy management
• Inventory management
• Billing and invoices
• Staff access and permissions
• Branch management
• Reports and analytics
• Patient communication
• Related healthcare administration

If you use Medoho on behalf of a clinic, hospital, company, or other organisation, you confirm that:

• You have authority to represent that organisation.
• You have authority to accept these Terms.
• The organisation will be responsible for its Authorised Users.
• The organisation will be responsible for information and instructions submitted through its account.

You agree to:

• Provide accurate and complete information.
• Keep your account information updated.
• Use your own account unless access is specifically authorised.
• Keep your login details confidential.
• Not share your password, PIN, or access credentials with unauthorised persons.
• Notify Medoho or the relevant clinic or hospital if you suspect unauthorised access.
• Take responsibility for activity carried out through your account.
• Follow all applicable security instructions.

Access may be assigned based on:

• User role
• Clinic or hospital
• Branch
• Department
• Module
• Assigned responsibility
• Subscription plan
• Permissions granted by an administrator

Customers must promptly disable or update access when:

• A staff member leaves the organisation.
• A doctor or professional stops working with the organisation.
• A user changes their role.
• A user no longer needs access.
• An account is compromised.
• A branch or department relationship changes.

Customers are responsible for:

• Using the Platform only for lawful healthcare and administrative purposes.
• Providing accurate information.
• Obtaining required patient notices, permissions, and consents.
• Ensuring that staff and healthcare professionals use the Platform appropriately.
• Maintaining required medical, professional, tax, billing, and regulatory records.
• Maintaining the required licences, registrations, and approvals for their services.
• Reviewing prescriptions, diagnoses, reports, bills, and other records before relying on them.
• Configuring staff roles and permissions correctly.
• Protecting patient information from unauthorised access.
• Responding to patient requests where the Customer controls the relevant record.
• Following applicable healthcare, privacy, security, and professional requirements.
• Informing Medoho about suspected security incidents involving the Platform.
• Using only authorised integrations and connected services.

Patients and individual users agree to:

• Provide accurate information.
• Use the Platform only for their own legitimate purposes.
• Keep their account credentials secure.
• Not impersonate another person.
• Not upload false, misleading, unlawful, harmful, or unauthorised information.
• Review appointment, prescription, report, and billing information carefully.
• Contact the relevant doctor, clinic, hospital, or healthcare professional regarding medical questions.
• Inform the healthcare organisation if any record appears incorrect.
• Not attempt to access another patient’s information.
• Not share confidential records without appropriate authority.

Doctors, hospitals, clinics, laboratories, pharmacies, and other healthcare professionals are responsible for:

• Medical decisions
• Diagnosis
• Treatment
• Prescriptions
• Medical instructions
• Laboratory interpretation
• Pharmacy dispensing
• Patient monitoring
• Follow-up decisions
• Admission and discharge decisions
• Professional compliance
• Patient consent
• Accuracy of clinical records

Medoho does not guarantee:

• That a particular doctor will be available.
• That an appointment will occur at the selected time.
• That an appointment will not be delayed or cancelled.
• The quality of a consultation.
• The availability of video, audio, internet, or communication services.
• That a healthcare professional will accept a booking request.

The relevant doctor, clinic, hospital, laboratory, pharmacy, or healthcare organisation is responsible for:

• Creating accurate records.
• Reviewing records.
• Correcting errors.
• Giving patients access where required.
• Retaining records as required by law or professional obligations.
• Deciding who may access records.
• Using records only for lawful purposes.

Where these features are available, Medoho may provide tools for:

• Creating or managing laboratory reports
• Managing pharmacy items
• Managing stock and inventory
• Managing purchases and suppliers
• Linking prescriptions to pharmacy activities
• Creating bills and invoices
• Recording payments
• Managing refunds or adjustments
• Preparing reports
• Managing medicines and consumables

Customers remain responsible for:

• Product and medicine information
• Laboratory testing
• Test results
• Stock accuracy
• Expiry dates
• Dispensing
• Tax invoices
• Payment reconciliation
• Refund decisions
• Compliance with applicable laws and professional requirements

The selected plan may determine:

• Available modules
• Number of users
• Number of staff members
• Number of branches
• Number of beds
• Storage or usage limits
• Support level
• Subscription period
• Add-ons
• Additional user or bed charges
• Available reports and features

You are responsible for paying:

• Subscription fees
• Add-on fees
• Additional user or staff charges
• Additional bed or branch charges
• Applicable GST
• Applicable withholding or other statutory charges
• Payment gateway or transaction charges, where applicable

Failure to make payment on time may result in:

• Payment reminders
• Restricted access
• Suspension of selected modules
• Suspension of the account
• Cancellation of the Subscription
• Recovery of unpaid amounts

You agree that:

• Payment information must be accurate.
• You are authorised to use the selected payment method.
• A payment may be subject to the terms of the relevant payment provider.
• Medoho may receive payment status, transaction references, and related information.
• Medoho may not control delays, failures, reversals, or restrictions imposed by a bank or payment provider.

Unless otherwise stated in the applicable Order Form or required by law:

• Cancellation may not automatically create a refund.
• Fees already paid may be non-refundable.
• Unused time may not be converted into cash.
• Add-on fees may not be refundable after activation.
• Refunds may be subject to verification and payment-provider timelines.
• Outstanding amounts remain payable after cancellation.
• Third-party payment charges may not be refundable.

Unless otherwise stated:

• Trial access may be limited in time or functionality.
• Trial data may be deleted after the trial period.
• Trial access may be changed or discontinued.
• Trial access may not include production-level support.
• A paid Subscription may be required to continue using the service.
• Medoho does not guarantee that a trial feature will remain available.

However, the Platform may be unavailable or limited because of:

• Scheduled maintenance
• Emergency maintenance
• Security updates
• Internet or network failures
• Hosting or infrastructure problems
• Third-party service failures
• Power or telecommunications failures
• Government restrictions
• Cybersecurity incidents
• Events outside Medoho’s reasonable control

Medoho does not guarantee that the Platform will be:

• Completely uninterrupted
• Completely error-free
• Available at every location
• Compatible with every device
• Free from all security risks
• Suitable for every healthcare workflow

Customers may request access to or export of their Customer Data, subject to:

• The selected plan
• Technical availability
• Account status
• Outstanding payments
• Verification requirements
• Applicable law
• Privacy and security requirements

You must not:

• Break or violate any applicable law.
• Access another person’s account without permission.
• Attempt to bypass role or branch permissions.
• Upload malware, viruses, or harmful code.
• Attack, scan, test, or interfere with Medoho systems without written permission.
• Reverse engineer, copy, decompile, or modify the Platform.
• Scrape, extract, reproduce, or resell Medoho content.
• Use the Platform to impersonate another person or organisation.
• Upload false, fraudulent, defamatory, abusive, or unlawful content.
• Use patient information for unauthorised marketing.
• Share patient information with unauthorised people.
• Use the Platform to provide unauthorised medical advice.
• Use the Platform for emergency response.
• Use another organisation’s records without permission.
• Attempt to discover or exploit a security vulnerability.
• Use automated systems that place unreasonable load on the Platform.
• Circumvent Subscription limits or access restrictions.
• Use Medoho to compete with Medoho through unauthorised copying.
• Remove copyright, trademark, or ownership notices.
• Use the Platform in a manner that may harm patients, healthcare organisations, Medoho, or other users.

You must not:

• Copy the Medoho software.
• Reproduce the Medoho interface.
• Use Medoho branding without permission.
• Create derivative works.
• Sell, lease, sublicense, distribute, or transfer the Platform.
• Use Medoho’s name or logo in a misleading manner.

Confidential information may include:

• Business information
• Technical information
• Pricing
• Security information
• Patient information
• Healthcare records
• Product plans
• Customer information
• Non-public operational information

Each party agrees to:

• Use confidential information only for the permitted purpose.
• Protect confidential information using reasonable care.
• Limit access to people who need to know it.
• Not disclose it without permission unless required by law.

Confidentiality obligations do not apply to information that:

• Is already public without breach.
• Was lawfully known before disclosure.
• Is independently developed.
• Is received lawfully from another source.
• Must be disclosed under law or a valid legal order.

The Privacy Policy explains:

• What information is collected.
• How information is used.
• How information is shared.
• How information is protected.
• How users can request access, correction, deletion, or other permitted rights.

Medoho may rely on third-party services, including:

• Cloud hosting
• Payment gateways
• Email and SMS providers
• Video communication services
• Analytics tools
• Security providers
• Mapping or communication tools
• Integration providers
• Backup and storage services

Medoho is not responsible for:

• Third-party availability
• Third-party security incidents
• Third-party content
• Third-party payment failures
• Third-party terms
• Third-party decisions or services

Medoho may suspend or restrict access if:

• Fees are unpaid.
• These Terms are violated.
• The Platform is being misused.
• There is a security risk.
• Access may harm another user or organisation.
• A legal or regulatory requirement requires action.
• The account contains false or misleading information.
• The Customer no longer has authority to use the service.
• Suspension is necessary to protect Medoho or its users.

After termination:

• Access may be disabled.
• Features may stop working.
• Data export may be subject to the applicable export period.
• Information may be retained where required by law or legitimate business obligations.
• Clauses that should reasonably continue will remain effective, including payment obligations, confidentiality, intellectual property, disclaimers, liability, indemnity, and dispute provisions.

Medoho does not guarantee that:

• The Platform will always be available.
• The Platform will be error-free.
• All information will always be accurate.
• All records will be complete.
• A healthcare service will produce a particular result.
• A doctor or healthcare provider will be available.
• A payment will always succeed.
• A third-party service will always work.
• Data will never be lost or accessed improperly.
• The Platform will meet every Customer’s individual requirements.

To the maximum extent permitted by applicable law, Medoho will not be responsible for indirect, incidental, special, consequential, exemplary, or punitive loss, including:

• Loss of profit
• Loss of revenue
• Loss of business
• Loss of goodwill
• Loss of anticipated savings
• Business interruption
• Loss caused by third-party services
• Loss caused by inaccurate Customer Data
• Loss caused by unauthorised actions of Customer users
• Loss caused by professional healthcare decisions
• Loss caused by internet, network, device, or infrastructure problems

To the maximum extent permitted by law, you agree to protect and indemnify Medoho, its directors, employees, contractors, and service providers from claims, losses, damages, costs, and expenses arising from:

• Your violation of these Terms.
• Unauthorised use of the Platform.
• Unlawful use of Patient or Customer Data.
• Failure to obtain required permissions or consents.
• Inaccurate or misleading information.
• Professional healthcare services provided by you.
• Violation of another person’s rights.
• Violation of applicable law.
• Misuse of Medoho’s intellectual property.
• Actions of your Authorised Users.

These events may include:

• Natural disasters
• Floods, earthquakes, or fires
• War or civil unrest
• Government restrictions
• Epidemics or public health emergencies
• Power failures
• Internet or telecommunications failures
• Cloud or infrastructure failures
• Cyberattacks
• Labour disputes
• Acts of public authorities
• Other events that cannot reasonably be controlled or prevented

You agree that Medoho may communicate with you electronically through:

• Email
• SMS
• Application notifications
• Web portal notifications
• Account messages
• Other electronic methods

Electronic notices may include:

• Account information
• Security notices
• Payment reminders
• Service updates
• Policy changes
• Support communications
• Appointment or healthcare notifications

By creating an account, purchasing a Subscription, signing an Order Form, clicking an acceptance button, or using the Medoho Platform, you confirm that:

• You have read these Terms.
• You understand these Terms.
• You have authority to accept these Terms, where applicable.
• You agree to follow these Terms.
• You understand that Medoho provides technology and is not a healthcare provider.
• You understand that medical services are provided by the relevant healthcare professionals or organisations.
• You agree to use Medoho lawfully and responsibly.