Legal Framework

Agreement Overview

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "You", "Your") and Casemix Solutions Sdn Bhd ("Company", "We", "Us", "Our"), governing your use of the Relify platform, including all software, services, applications, and related documentation ("Service").

Definitions

• Service: The Relify platform, including web applications, mobile apps, APIs, and all related services
• User Account: Your registered account providing access to the Service
• Healthcare Data: Any patient information, medical records, or health-related data processed through the Service
• Authorized Users: Individuals granted access to your clinic's Relify account
• Subscription: Your paid plan providing access to specific Service features

Eligibility and Account Registration

Eligibility Requirements

To use Relify, you must:

• Be a licensed healthcare provider or authorized clinic representative in Malaysia
• Be at least 18 years old or the age of majority in your jurisdiction
• Have the legal authority to enter into binding agreements
• Maintain valid professional credentials and licenses
• Operate in compliance with Malaysian healthcare regulations

Account Responsibility

You are responsible for:

• Maintaining the security and confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access
• Providing accurate and current information
• Managing user permissions within your organization

Subscription Plans and Payment

Subscription Terms

• Annual Subscription: RM 2,500 per branch per year, billed annually
• Free Trial: 1-month full-access trial with no commitment
• Payment Due: Subscription fees are due in advance of each billing period
• Auto-Renewal: Subscriptions automatically renew unless cancelled 30 days before expiration

Payment and Billing

• Payments processed in Malaysian Ringgit (RM)
• Accepted payment methods: bank transfer, credit cards, and online banking
• Taxes (including SST) are additional and calculated at checkout
• Late payments may result in service suspension after 30 days
• Refunds are processed according to our cancellation policy
• Unless required by law, fees are non-refundable and prepaid amounts are not prorated upon cancellation. You may avoid renewal charges by cancelling at least 30 days before the renewal

Acceptable Use Policy

Permitted Uses

You may use Relify for:

• Legitimate healthcare practice management
• Patient record management and clinical documentation
• Appointment scheduling and clinic operations
• Billing, invoicing, and financial management
• Analytics and performance monitoring
• Integration with other authorized healthcare systems

Prohibited Activities

You must not:

• Violate any Malaysian or international laws or regulations
• Access or attempt to access other users' accounts without authorization
• Reverse engineer, decompile, or attempt to extract source code
• Use the Service for unauthorized commercial purposes
• Upload malicious code, viruses, or harmful software
• Attempt to overwhelm or disrupt Service infrastructure
• Share account credentials with unauthorized individuals
• Use the Service to store non-medical or personal data
• Violate patient privacy or confidentiality requirements

Data Processing and Healthcare Compliance

Healthcare Data Controller

You acknowledge that:

• You are the data controller for all patient and healthcare data
• Casemix Solutions acts as a data processor under your instructions
• You are responsible for obtaining necessary patient consents
• You must comply with Malaysian healthcare regulations and PDPA
• We implement appropriate technical and organizational security measures

Data Processing Agreement

Our data processing is governed by:

• Malaysian Personal Data Protection Act 2010 (PDPA)
• Ministry of Health guidelines for electronic health records
• International standards for healthcare data security
• Our comprehensive Privacy Policy

Intellectual Property Rights

Our Intellectual Property

The Service contains proprietary content including:

• Software code, algorithms, and AI models
• User interface designs and workflows
• Documentation, training materials, and guides
• Trademarks, logos, and brand elements
• Proprietary methodologies and processes

Your Data and Content

You retain ownership of:

• All healthcare data and patient information you upload
• Clinical notes, documents, and medical records
• Custom templates and workflows you create
• Any content you generate using the Service

License Grant

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable license to use the Service for your healthcare practice during your subscription period.

AI and Automated Features

AI Assistance Disclaimer

Our AI features provide suggestions and assistance but:

• Do not replace professional medical judgment
• Should be verified by qualified healthcare professionals
• May not be suitable for all clinical situations
• Are based on available data and may have limitations

Machine Learning and Improvement

With your consent, we may use aggregated, anonymized data to:

• Improve AI algorithms and suggestions
• Enhance platform functionality
• Develop new features and capabilities
• Conduct research for healthcare advancement

Service Availability and Support

Service Level

We strive to maintain:

• 99.9% uptime during normal business operations
• 24/7 system monitoring and alert responses
• Regular backup and disaster recovery procedures
• Prompt resolution of critical issues

Support Services

Subscription includes:

• Email and phone support during business hours
• Online documentation and training materials
• Software updates and security patches
• Data migration assistance
• Initial setup and onboarding support

Scheduled Maintenance

We may perform scheduled maintenance with:

• 48-hour advance notice for major maintenance
• Maintenance scheduled during low-usage periods
• Emergency maintenance as needed for security

Limitation of Liability

Service Limitations

To the maximum extent permitted by Malaysian law:

• The Service is provided "as is" without warranties
• We do not guarantee error-free or uninterrupted service
• We are not liable for indirect, consequential, or punitive damages
• Our total liability is limited to the amount paid in the preceding 12 months

Healthcare Disclaimers

We are not responsible for:

• Medical decisions made using the Service
• Clinical outcomes or patient care quality
• Compliance with specific medical protocols
• Integration issues with third-party systems
• Data loss due to user error or system failures

Indemnification

You agree to indemnify and hold harmless Casemix Solutions from claims arising from:

• Your use of the Service in violation of these Terms
• Your violation of any law or regulation
• Your violation of patient privacy or confidentiality
• Content you upload or share through the Service
• Claims by your patients or third parties

Termination

Termination by You

You may terminate your subscription:

• At any time with 30 days written notice
• Effective at the end of your current billing period
• With access to data export tools for 30 days post-termination

Termination by Us

We may terminate your account for:

• Violation of these Terms or our policies
• Non-payment of subscription fees
• Fraudulent or illegal activity
• Threat to system security or other users

Effect of Termination

Upon termination:

• Access to the Service will be immediately revoked
• Your data will be available for export for 30 days
• After 30 days, data may be permanently deleted
• Outstanding fees remain due and payable

Governing Law and Disputes

Malaysian Law

These Terms are governed by:

• The laws of Malaysia
• Malaysian Consumer Protection Act where applicable
• Malaysian Contract Act 1950
• Personal Data Protection Act 2010

Dispute Resolution

Disputes will be resolved through:

1. Direct Negotiation: Good faith discussions between parties
2. Mediation: Through Malaysian Mediation Centre if negotiation fails
3. Arbitration: Binding arbitration under Malaysian Arbitration Act
4. Court Jurisdiction: Malaysian courts have exclusive jurisdiction

Changes to Terms

We may update these Terms to reflect:

• Changes in Malaysian law or regulations
• New features or services we offer
• Industry best practices and standards
• User feedback and operational requirements

We will notify you of material changes through:

• Email notification to your registered address
• Prominent notice within the Service
• 30-day notice period before changes take effect

Contact Information

Miscellaneous

Entire Agreement

These Terms, together with our Privacy Policy and any additional agreements, constitute the entire agreement between you and Casemix Solutions regarding the Service.

Severability

If any provision of these Terms is found unenforceable, the remaining provisions will remain in full force and effect.

Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including natural disasters, government actions, or technical failures.

Assignment

You may not assign your rights under these Terms without our written consent. We may assign our rights and obligations without restriction.