Terms of Service

These Terms of Service (the “Terms”) govern access to and use of Relify, a clinic management platform provided by Casemix Solutions Sdn Bhd. (“Casemix”, “Relify”, “we”, “us” or “our”).

If you accept these Terms on behalf of a clinic, medical practice, company, partnership or other organisation, you represent that you have authority to bind that organisation. That organisation is the “Customer”. Individuals who access Relify through a Customer account are “Authorised Users”.

Certain patient-facing features, such as online booking or a patient portal, may also be subject to additional notices or terms presented when those features are used. If an Order Form, quote, subscription confirmation or Data Processing Addendum (“DPA”) conflicts with these Terms, the more specific document controls for the subject it addresses.

Relify provides software for healthcare operations, including functions that may cover patient registration, appointments, queue management, electronic medical records, pharmacy, laboratory workflows, inventory, billing, claims and payers, accounting, reporting, communications, patient-facing services, multi-branch management and artificial intelligence features.

The exact features available to a Customer depend on its subscription plan, permissions, configuration, integrations, country availability and any Order Form. Some features may be labelled beta, preview, early access or otherwise pre-release and may change more frequently or be subject to additional limitations.

Relify is a technology platform. Unless expressly stated otherwise in a separate agreement, Casemix does not itself provide medical treatment, professional healthcare services, insurance, tax advice, legal advice, payment services or payer approval.

Customers are responsible for creating and maintaining appropriate user access. Each Authorised User should have an individual account and must keep login credentials confidential. Shared credentials should not be used where individual accounts are available.

Customers are responsible for assigning roles and permissions that reflect each user’s job function and lawful need for access. Customers must promptly disable or adjust access when a person leaves the organisation, changes role or no longer requires particular information.

You must notify us promptly if you reasonably suspect that an account, credential, device or session has been compromised. Actions performed through an authenticated account may be attributed to that account unless Relify determines otherwise from available security information.

The Customer is responsible for its use of Relify and for the conduct of its Authorised Users. This includes:

• using the Services only for lawful healthcare and business purposes;
• ensuring information entered into Relify is reasonably accurate, complete and appropriate for the intended workflow;
• obtaining and maintaining any notices, consents, authorisations or other legal basis required for the Customer’s processing of personal data;
• complying with professional, clinical, employment, tax, billing, advertising, messaging and record-retention obligations that apply to the Customer;
• reviewing user permissions, integrations and security settings appropriate to the Customer’s organisation;
• connecting only third-party accounts, mailboxes, Pages, business assets or channels that the Customer or connecting Authorised User is entitled to administer, and keeping those permissions accurate as staff or ownership changes; and
• using available export and record-management tools where necessary to satisfy the Customer’s own legal or professional obligations.

Relify may provide workflow prompts, validations or automated checks, but these do not transfer the Customer’s legal or professional responsibilities to Casemix.

Clinical care remains the responsibility of appropriately qualified healthcare professionals. Relify does not replace professional judgment, a physical examination where required, clinical guidelines, professional standards or emergency procedures.

Healthcare professionals are responsible for reviewing and confirming clinical records, diagnoses, medications, allergies, contraindications, investigations, referrals, treatment plans and coding before relying on them for patient care. Relify must not be used as the sole basis for a diagnosis, prescription, treatment decision or other clinical decision.

The Services are not an emergency response service. Where urgent or emergency care is required, users should follow the Customer’s emergency procedures and applicable healthcare requirements rather than rely on Relify or its AI features.

Relify may include artificial intelligence and machine-learning functionality, including a general business or operational assistant and clinical support features such as visit summaries, information analysis and ICD-related suggestions (collectively, “AI Features”).

AI outputs are generated probabilistically and may be incomplete, inaccurate, outdated, misleading or unsuitable for a particular situation. An AI output is not a statement of fact merely because it is presented confidently or in a structured format.

Clinical AI

Clinical AI is intended to support, not replace, qualified healthcare professionals. Clinical outputs must be independently reviewed before they are incorporated into a medical record or used for diagnosis, coding, medication, treatment, referral or other patient-care decisions.

Operational AI

Operational AI may analyse information available within the user’s authorised scope, explain trends, prepare summaries, generate reports or assist with administrative workflows. Users remain responsible for evaluating the result before using it for business, financial, staffing, inventory, payer or other operational decisions.

Where enabled, the Relify Assistant may be capable of creating, editing, exporting, sending or initiating operational actions in the Services. Examples may include inventory updates, queue actions, invoice operations, report exports or other administrative workflows.

An AI-assisted action requested or confirmed through an Authorised User’s authenticated account is treated as an action initiated by that user. Relify may require additional confirmation for sensitive, destructive or high-impact actions and may refuse, pause or limit an action where the request is ambiguous, unsafe, outside the user’s permissions or inconsistent with platform rules.

Users must review the intended scope of an AI action before confirming it. Customers should maintain appropriate internal approval controls for financial, inventory, messaging and other consequential actions.

AI Features may be subject to plan-specific allowances, fair-use controls or technical limits. Usage may be measured by tokens, requests, model consumption, computational usage or another unit disclosed in the applicable plan, account interface, quote or Order Form.

Where a plan provides pooled usage, usage may be shared across authorised branches or users as described in that plan. Unless expressly stated otherwise, unused allowances do not create a cash value, and Relify may temporarily limit AI usage when an allowance is exhausted or where usage threatens platform security, stability or availability.

AI models and providers may change over time. Relify may select or replace underlying models where reasonably necessary to improve quality, safety, cost, availability or compliance, provided we continue to handle Customer Data in accordance with the applicable privacy and data-processing terms.

“Customer Data” means information submitted to, stored in or generated through the Services on behalf of the Customer, including information relating to patients, staff, operations, transactions and clinical records. “Patient Data” is Customer Data relating to an identified or identifiable patient, including health information.

As between Casemix and the Customer, the Customer retains its rights in Customer Data. These Terms do not transfer ownership of Customer Data to Casemix. The Customer grants Casemix the rights reasonably necessary to host, process, transmit, secure, back up, display and otherwise handle Customer Data to provide, maintain and support the Services and as otherwise permitted by the applicable DPA and Privacy Policy.

The Customer remains responsible for determining what records must be created, corrected, retained, disclosed or exported under laws and professional requirements that apply to the Customer.

Each party must comply with the personal-data obligations that apply to it, including, where applicable, the Personal Data Protection Act 2010 (Act 709) of Malaysia, as amended from time to time, together with applicable regulations, standards, guidelines and lawful requirements.

The Customer is responsible for ensuring that it has an appropriate legal basis to provide personal data to Relify and to instruct Relify to process that data for the Customer’s purposes. Where Relify processes personal data on behalf of a Customer, the parties’ respective obligations may be further described in the Data Processing Addendum.

Our handling of personal data for Relify’s own purposes, such as account administration, security, support and service communications, is further described in the Privacy Policy and applicable PDPA Notice.

Connected-service data, including data received from Google services or Meta platforms, is handled only for the connected functionality and purposes described in our Privacy Policy. Instructions for disconnecting integrations, revoking access and requesting deletion of connected-service data are provided in the connected-service deletion section of our Privacy Policy.

If an AI Feature is intentionally used with Patient Data or other Customer Data, relevant information may be processed to generate the requested output and to operate, secure and support the feature, subject to the applicable data-processing terms. Connecting a third-party mailbox or messaging account does not by itself authorise Relify to use all content from that account as AI input.

Relify maintains administrative, organisational and technical safeguards designed to protect Customer Data against unauthorised access, loss, alteration or disclosure. Security measures may include access controls, logging, encryption, monitoring, backup processes and other controls appropriate to the nature of the Services.

No internet-connected service can be guaranteed to be completely secure. Customers must use reasonable security practices on their side, including protecting devices and credentials, configuring user permissions and promptly reporting suspected compromise.

If we become aware of a personal-data breach affecting Customer Data, we will take reasonable steps to contain, investigate and remediate it and will provide notifications required by applicable law or the applicable DPA.

Relify may interoperate with third-party services such as cloud infrastructure, AI providers, messaging platforms, email services, payment processors, government or e-invoice systems, payer systems and other integrations. A Customer’s use of a third-party service may be subject to that provider’s own terms, fees, policies and availability.

Authority to connect an account

When an Authorised User connects a third-party account, mailbox, Page, business asset or messaging channel to Relify, the Customer authorises Relify to request, receive, store, display and transmit the data reasonably necessary to provide the selected integration within the permissions granted through that provider. The connecting user represents that they are authorised to grant that access on behalf of the relevant account or organisation.

Customers are responsible for selecting the correct account, Page, mailbox or business asset and for removing or changing access when the relevant administrator, employee, contractor, clinic or business relationship changes.

Google services

If a Customer connects Gmail or another supported Google service, access is authorised through Google OAuth and is limited to the scopes requested for the enabled Relify feature. Relify may use authorised Google data to display and manage connected email communications and to send or reply to email when an Authorised User deliberately performs that action.

Relify’s use and transfer of information received from Google APIs is subject to the Google API Services User Data Policy, including its Limited Use requirements. Relify does not sell Google user data, use it for advertising or credit decisions, or use Google Workspace data to train or improve a general-purpose or generalised AI or machine-learning model.

Meta services

If a Customer connects a supported Meta service such as Facebook Messenger, Instagram or WhatsApp, Relify may process the identifiers, messages, attachments, delivery or read events, Page or business-asset information and other data required to provide the connected messaging functionality. The Customer and its Authorised Users must comply with applicable Meta terms, platform policies, messaging rules and permission requirements.

Relify will not ask a user to provide their Facebook, Instagram, WhatsApp or Google password to Relify. Provider authentication is performed through the provider’s authorised login or OAuth flow, and access tokens or similar credentials are treated as confidential credentials.

Revocation, disconnection and provider changes

A Customer may disconnect a supported integration from Relify, and the relevant third-party provider may also permit access to be revoked from the provider account. Revocation or disconnection may immediately prevent new messages, email, events or other provider data from being synchronised or sent.

Disconnecting an integration does not necessarily delete historical records that were previously imported into Relify where those records form part of the Customer’s CRM, audit, operational or legal record. Deletion and retention of previously stored connected-service data are handled in accordance with the Customer’s instructions, applicable law, the DPA and the Privacy Policy.

Third-party permissions, APIs, products, review requirements and platform rules may change. Relify may change, restrict, suspend or discontinue an integration where reasonably necessary to comply with provider requirements, security obligations or law. Relify is not responsible for outages, policy changes, rejected submissions, message delivery failures, provider account restrictions, payer decisions or other events controlled by a third party, although we will use reasonable efforts to maintain supported integrations.

A current list of material data subprocessors may be published on our Subprocessors page.

Where Relify supports email, WhatsApp, Facebook Messenger, Instagram, SMS, social, reminders, marketing or other communications, the Customer is responsible for having the permissions, consents and lawful basis required to send those messages and for complying with applicable marketing, anti-spam, privacy and platform rules.

Messages sent or replies initiated from Relify through a connected mailbox, Page or messaging account are treated as communications initiated by the Customer or the Authorised User who performed the action. Customers are responsible for reviewing recipients, message content and any attachment before sending.

Customers must not use Relify to send unlawful, deceptive, abusive or unsolicited communications, evade provider enforcement, exceed provider messaging windows or permissions, or use connected-service data for a purpose inconsistent with the permission granted by the user or provider. Relify may limit or suspend messaging functionality where necessary to protect recipients, comply with third-party platform rules or prevent misuse.

Subscription scope, pricing, branch limits, user limits, AI allowances, billing period, renewal arrangements and other commercial terms are those shown in the applicable plan, quote, invoice, checkout flow or Order Form.

Fees are payable in the currency and on the schedule stated in the applicable commercial terms. Unless the Order Form or applicable law states otherwise, prepaid fees are non-refundable once the relevant subscription period has begun.

Customers are responsible for taxes, duties and governmental charges applicable to their purchase, other than taxes based on Casemix’s net income. If an undisputed amount becomes overdue, Relify may restrict or suspend paid functionality after reasonable notice, subject to applicable law and any agreed continuity arrangements.

You must not use the Services to:

• access, disclose or attempt to obtain information without authorisation;
• circumvent role permissions, security controls, plan limits or usage controls;
• introduce malware, exploit vulnerabilities, interfere with service availability or test security without written permission;
• upload or process information where you do not have a lawful right to do so;
• send spam, unlawful marketing or deceptive communications;
• use connected Google, Meta or other third-party data outside the functionality, permissions or purposes for which access was granted;
• request, disclose, sell, transfer or misuse OAuth tokens, provider access tokens, app secrets or another person’s third-party login credentials;
• use AI Features to impersonate a healthcare professional or to make unsupervised clinical decisions that require professional review;
• reverse engineer, copy, scrape or systematically extract the Services except to the extent such restriction is prohibited by law; or
• use Relify for unlawful, fraudulent, abusive or harmful activity.

We may investigate suspected misuse and may preserve or disclose information where reasonably necessary to comply with law, enforce these Terms or protect the rights, safety and security of Relify, Customers, patients or others.

Relify, its software, interfaces, documentation, designs, trademarks, models, workflows and related technology are owned by Casemix or its licensors and are protected by applicable intellectual-property laws. Except for the limited right to use the Services during the subscription term, no intellectual-property rights are transferred to the Customer.

If you provide suggestions, ideas or feedback about Relify, you grant Casemix a worldwide, perpetual, irrevocable, royalty-free right to use that feedback to improve and develop the Services without an obligation to compensate you, provided this does not grant Casemix ownership of Customer Data.

Each party may receive non-public information from the other that a reasonable person would understand to be confidential. The receiving party must use confidential information only for the purposes of the relationship, protect it using reasonable care and disclose it only to personnel, advisers and service providers who need it and are subject to appropriate confidentiality obligations.

Confidentiality obligations do not apply to information that is lawfully public, already known without restriction, independently developed, or lawfully received from another source. A party may disclose confidential information when required by law, where permitted giving reasonable prior notice to the other party.

Relify may perform maintenance, deploy updates, add or modify features, change technical dependencies and take other steps reasonably necessary to operate and improve the Services. We aim to minimise material disruption but do not guarantee uninterrupted or error-free availability unless a separate service-level agreement expressly provides otherwise.

We may discontinue a material feature where reasonably necessary for security, legal, technical or business reasons. Where practicable, we will provide reasonable notice of a material discontinuation that substantially affects paid use.

Features that depend on laws, government systems, third-party APIs or payer requirements may need to change as those external requirements change.

Relify may suspend access where reasonably necessary to address a security threat, unlawful use, material breach of these Terms, non-payment, misuse of the platform or a risk to other Customers or the Services. Where appropriate, we will try to give notice and an opportunity to cure before suspension.

A subscription ends in accordance with its Order Form, cancellation terms or other commercial agreement. On termination, the Customer’s right to use the paid Services ends, except for any transition, export or read-only access that Relify expressly provides.

A Customer may disconnect a third-party integration without terminating the Relify subscription. Disconnecting or revoking an integration stops or limits future provider access but does not automatically erase Customer Data already stored in Relify. Previously stored connected-service data remains subject to the Customer’s retention instructions, the DPA, applicable law and our Privacy Policy.

Customers should export records they are required to retain before access ends. Customer Data may remain in backups or limited retention systems for a period after termination and may be deleted or anonymised in accordance with the applicable DPA, Privacy Policy, backup cycle and legal obligations.

To the maximum extent permitted by law, the Services are provided on an “as available” basis. Relify does not warrant that every feature will be uninterrupted, error-free or suitable for every clinical, operational, tax, accounting, payer or regulatory use case.

AI outputs, analytics, forecasts, coding suggestions, summaries and automated checks may contain errors and must be reviewed where the result could affect a patient, financial transaction, statutory submission or other consequential decision.

Relify does not guarantee acceptance of an insurance, panel, TPA, corporate, government, e-invoice or other third-party submission, and does not guarantee that an integration or external platform will remain available.

Nothing in these Terms excludes warranties or rights that cannot lawfully be excluded.

To the maximum extent permitted by law, neither party will be liable to the other for indirect, incidental, special, exemplary or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings, arising out of these Terms, even if advised that such loss was possible.

Subject to liabilities that cannot lawfully be limited, Casemix’s aggregate liability arising out of or relating to the Services will not exceed the fees paid or payable by the Customer for the affected Services during the twelve months immediately preceding the event giving rise to the claim, unless a written Order Form or DPA expressly states a different cap.

The above limitations do not apply to fraud or wilful misconduct, or to any liability that applicable law prohibits a party from limiting.

The Customer will be responsible for claims, losses or costs arising from its unlawful use of the Services, its breach of these Terms, or Customer Data that it had no right to submit or instruct Relify to process, to the extent caused by the Customer or its Authorised Users.

These Terms are governed by the laws of Malaysia, without regard to conflict-of-law principles. Subject to any dispute process stated in an Order Form, the courts of Malaysia will have jurisdiction over disputes arising from these Terms.

Neither party is liable for delay or failure caused by events beyond its reasonable control, except for payment obligations already due. Neither party may assign these Terms without the other party’s consent, except that Casemix may assign them in connection with a merger, reorganisation, sale of substantially all relevant assets or transfer to an affiliate.

If any provision is unenforceable, the remaining provisions remain in effect. A failure to enforce a provision is not a waiver. These Terms, together with applicable Order Forms, the DPA and incorporated policies, form the agreement concerning the Services and supersede prior discussions about the same subject.

We may update these Terms to reflect changes in the Services, law, security practices or business operations. The “Last updated” date at the top of this page will be revised when changes are published. Where a change materially affects an existing Customer’s rights or obligations, we will provide reasonable notice through the Services, email, the website or another appropriate channel before the change takes effect where required.

Questions about these Terms or the Relify service can be submitted through our Contact page. Privacy or connected-service data requests may also be sent to legal@relify.com.my or support@relify.com.my. Formal notices to Casemix should use the contact details stated in the applicable Order Form or other written agreement.