Terms of Service

1.Parties and acceptance

These Terms are an agreement between Clinova (“Clinova”, “we”, “us”) and the clinic, practice or organisation that creates a Clinova account (the “Clinic” or “customer”). Each person who uses the Clinic’s account (a “User”) also accepts them individually.

You accept these Terms by ticking the acceptance box and typing your full name, when you create a clinic or when you are asked to at sign-in. Your typed name is your electronic signature and has the same effect as a handwritten signature. Clinova records it with the version accepted, the date and time and your IP address. If you do not accept these Terms, do not use Clinova.

The person who creates a clinic, or accepts these Terms on its behalf, confirms that they are authorised to bind the Clinic. If they are not, they are personally bound by these Terms.

2.Definitions

• “Service”: the Clinova web application, the Clinova app for Android, their features and the related support.
• “Customer Data”: all data that the Clinic and its Users enter, upload or generate in the Service, including Patient Data.
• “Patient Data”: personal data, including health data, about the Clinic’s patients.
• “AI features”: the features that use artificial intelligence models, described in the AI use agreement.
• “Reference data”: data provided with the Service to help Users, such as ICD‑10 codes, the medication catalogue, drug interactions, reference ranges, form scores and calculations, alerts and reminders.
• “Subscription”: the plan chosen by the Clinic, including the free trial.

3.The service

Clinova is clinic management software provided online as a service: patient files, the queue, appointments, visits, prescriptions, billing, reports and optional AI features, on the web and in an app for Android.

We improve the Service over time and may add, change or remove features. We announce in advance any change that significantly reduces the Service. Features marked as trial, preview or beta, and the free trial itself, are provided “as is”, may change or stop at any time and carry no commitment.

4.Accounts and security

• The Clinic decides who receives an account and which role each User has, and removes access when a person leaves.
• Each account is personal. Users keep their password and authenticator codes secret and never share their account.
• Two-step sign-in is available to every User, and the Clinic’s administrator can make it mandatory. We recommend it for every account that can see Patient Data.
• The Clinic is responsible for everything done through its accounts, unless it results from a breach of our own security.
• Tell us at once at support@clinova.me if you suspect that an account has been misused or that data has been exposed.

5.Responsibilities of the clinic

The Clinic, and each User within their role, is responsible for:

• having a lawful basis to record Patient Data, informing patients and obtaining their consent where the law requires it, including for recordings and for the use of AI features;
• the accuracy and completeness of the data entered in the Service;
• ensuring that every person who practises through the Service holds the licences, registrations and professional insurance required for their profession;
• complying with the laws on medical records, professional secrecy, data protection, prescriptions, invoicing and record retention that apply to it;
• training and supervising its staff, and setting roles so that each person sees only what they need.

6.No medical advice and clinical responsibility

Clinova is a software tool. It is not a healthcare provider, it does not practise medicine and it is not a medical device. Nothing in the Service is medical advice.

Every clinical decision, diagnosis, prescription, dosage, drug-interaction check, note, order and communication with a patient is made by a licensed professional, who remains solely responsible for it, together with the Clinic.

Reference data may be incomplete, outdated or wrong, and may not suit a particular patient. For example, the medication catalogue comes from the lists published by Lebanon’s Ministry of Public Health, the drug-interaction checker does not cover every interaction, and reference ranges are for adults and only draw attention. Always verify reference data against current professional sources before relying on it. Alerts and reminders may fail to appear: their absence does not mean that nothing needs attention.

7.AI features

The AI features are governed by the AI use agreement, which forms part of these Terms and which each User accepts before using them. AI output is a suggestion generated automatically by third-party models. It is not a diagnosis, medical advice or a prescription.

The User checks every AI output before using it and remains solely responsible for the clinical decisions made with it, and the Clinic is responsible for how its team uses AI output with patients. To the fullest extent permitted by law, Clinova is not liable for any decision based on AI output.

Read the AI use agreement→

8.Acceptable use

You agree not to:

• use the Service for anything unlawful, fraudulent or harmful, or to store data you have no right to hold;
• try to access another clinic’s data, or to get around roles, limits, security checks or subscription restrictions;
• copy, modify, reverse-engineer or decompile the Service, except where the law allows it despite this restriction;
• scrape, harvest or extract data from the Service by automated means other than the export features we provide;
• overload or disrupt the Service, or test its vulnerability without our written permission;
• share an account, or resell the Service or make it available to third parties without our written agreement;
• upload malicious software, or content that infringes the rights of others.

9.Trial, plans and fees

A new clinic starts with a free trial of the length shown at sign-up. To continue after the trial, the Clinic chooses a plan. Plans, prices, limits (such as the number of users and doctors) and the monthly AI allowance are shown on the pricing page and in Settings → Subscription.

Fees are payable in advance for each billing period. Prices do not include taxes, which are added where the law requires. We may change prices with at least 30 days’ notice; the new price applies from the next billing period, and the Clinic may cancel before then.

The AI allowance limits AI use in each period. When it is used up, AI features may switch to a lighter model or stop until the next period or a top-up.

Fees already paid are not refunded, except where the law requires it or we agree otherwise in writing.

If a subscription is not renewed, the Clinic keeps full access during a grace period. After that, the Service becomes read-only: the Clinic can sign in, read and export its data, but cannot make changes until it renews.

10.Customer data

The Clinic owns its Customer Data. It grants Clinova a limited licence to host, copy, transmit, process and display Customer Data only as needed to provide, secure and support the Service, as described in the Privacy Policy and the Data Processing Agreement. We do not sell Customer Data and we do not use Patient Data to train AI models.

The Clinic can export its patients, visits, appointments and expenses as CSV files at any time from Settings → Export, and can ask us for a complete copy of its data.

When the agreement ends, we delete Customer Data within the periods described on the Account deletion page, except where the law requires us to keep it. The Clinic is responsible for exporting and keeping the medical records it must retain.

Read the Data Processing Agreement→

Read the Account deletion page→

11.Third-party services

The Service relies on third-party providers, including Microsoft Azure (hosting, database, file storage and e-mail), Anthropic, Microsoft Azure OpenAI and OpenAI (AI features) and Google Firebase (notifications). The Clinic may also connect services of its own choice, such as an SMS or WhatsApp gateway or Google Calendar.

We choose our providers carefully, but we are not responsible for their outages, errors or changes, nor for services the Clinic connects itself, whose own terms apply.

12.Availability, support and backups

We work to keep the Service available and secure, but we do not guarantee that it will be uninterrupted, timely or free of errors, and we give no service-level commitment unless agreed in writing. Maintenance, updates and events beyond our control may cause interruptions.

We back up the database regularly on a best-effort basis. Backups are for restoring the Service, not an archive for the Clinic: where the law requires the Clinic to keep records, it keeps its own copies through the export features.

Support is provided by e-mail at support@clinova.me, on business days, without guaranteed response times unless the Clinic’s plan states otherwise.

13.Intellectual property

The Service, its software, design, texts, compilations of reference data and trademarks belong to Clinova or its licensors. We grant the Clinic a limited, non-exclusive and non-transferable right to use the Service for its internal purposes during its Subscription. No other right is granted.

If you send us ideas or feedback, we may use them freely, without any obligation to you.

14.Confidentiality

Each party keeps confidential the non-public information it receives from the other, uses it only for this agreement and protects it with reasonable care. This does not apply to information that is public, already known, independently developed or that must be disclosed by law. Patient Data is also protected by the Privacy Policy and the Data Processing Agreement.

15.Disclaimer of warranties

To the fullest extent permitted by law, the Service, reference data and AI output are provided “as is” and “as available”, without any warranty, express or implied, including any warranty of accuracy, fitness for a particular purpose, merchantability, non-infringement or uninterrupted operation. We do not warrant that the Service will meet the Clinic’s requirements or legal obligations.

16.Limitation of liability

To the fullest extent permitted by law:

• Clinova is not liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profit, revenue, business, goodwill or data;
• Clinova is not liable for clinical outcomes, harm to patients, or any decision, prescription, note or communication based on the Service, its reference data or AI output;
• Clinova is not liable for the accuracy of the data entered by the Clinic or its Users, for the Clinic’s failure to comply with the law, or for third-party services;
• the total liability of Clinova for all claims relating to the Service is limited to the fees the Clinic paid for the Service in the twelve months before the event giving rise to the claim, or USD 100 if the Clinic paid nothing, for example during a free trial.

Nothing in these Terms excludes or limits a liability that the law does not allow to be excluded or limited.

17.Indemnity

The Clinic will defend and indemnify Clinova, its staff and its providers against any claim, loss, penalty or cost, including reasonable legal fees, brought by a patient, an authority or any third party and arising from the use of the Service by the Clinic or its Users, their clinical decisions, the data they entered, or their breach of these Terms or of the law.

18.Suspension and termination

The Clinic may stop using the Service at any time and ask us to close its account. We may end the agreement with 30 days’ notice.

We may suspend or terminate an account immediately, in whole or in part, if it breaches these Terms, abuses the Service, remains unpaid after the grace period, or exposes the Service, other clinics or us to a security or legal risk.

When the agreement ends, access stops and Customer Data is handled as described under “Customer data” and on the Account deletion page. The provisions on clinical responsibility, fees due, intellectual property, confidentiality, disclaimers, limitation of liability, indemnity and governing law survive the end of the agreement.

19.Changes to these Terms

We may update these Terms. We tell clinic administrators about important changes in advance, by e-mail or in the app, and publish the new version with its date. When a new version applies, each User is asked to accept it at sign-in before continuing. If the Clinic does not accept the changes, it may close its account.

20.Governing law and courts

These Terms are governed by the law of Lebanon. Any dispute that cannot be settled amicably falls under the exclusive jurisdiction of the courts of Beirut. This does not remove any mandatory protection given to you by the law of your country, including consumer and data protection law.

21.Force majeure

Neither party is liable for a delay or failure caused by events beyond its reasonable control, such as natural disasters, war, civil unrest, power or network failures, failures of hosting or AI providers, cyberattacks, strikes or government action. Payment obligations are not suspended.

22.General provisions

• Entire agreement: these Terms, together with the Privacy Policy, the Data Processing Agreement and the AI use agreement, are the whole agreement between the parties about the Service.
• Severability: if a provision is found invalid, the rest remains in force, and the invalid provision is replaced by a valid one as close as possible to its purpose.
• No waiver: failing to enforce a provision is not a waiver of it.
• Assignment: the Clinic may not transfer this agreement without our written consent; we may transfer it to a successor of our business.
• Notices: we send notices to the e-mail address of the Clinic’s administrator or in the app; the Clinic sends notices to support@clinova.me.
• Language: these Terms are available in English, French and Arabic. In case of conflict between versions, the English version prevails.

23.Contact

For any question about these Terms, write to Clinova at support@clinova.me.