Terms of Service

These Terms of Service govern your use of Netcare Health OS (the "Platform"), a healthcare practice management system operated by Netcare Limited trading as Netcare Health OS.

By accessing the Platform, you agree to these Terms. The Platform is intended for use by licensed healthcare practitioners and their authorised staff.

These Terms are governed by ECTA, CPA, POPIA, the Health Professions Act, and applicable HPCSA guidelines.

Legal name: Netcare Limited

Trading as: Netcare Health OS

Registration: XXXX/XXXXXX/07

Address: Gauteng, South Africa

Email: info@netcare.co.za

Netcare Health OS is an AI-powered healthcare practice management platform offering patient records management, appointment scheduling, billing (ICD-10 coding), AI clinical decision support, voice interaction, and multi-practice administration.

The Platform is designed for South African healthcare practices and complies with POPIA, HPCSA, and ICD-10 SA standards.

The Platform provides AI-generated suggestions for triage, follow-up, intake, billing codes, and scheduling. These are decision-support tools only.

AI suggestions DO NOT constitute medical advice, diagnosis, or treatment recommendations. Clinical responsibility remains solely with the treating healthcare practitioner.

Healthcare practitioners must independently verify all AI suggestions before acting on them. Netcare Limited accepts no liability for clinical decisions made with or without AI assistance.

AI models (Anthropic Claude) process de-identified patient information. See our Privacy Policy for details.

Each practice is responsible for the accuracy and completeness of patient data entered into the Platform. The Platform supports POPIA-compliant consent management.

You must ensure that patient consent is obtained before processing personal information through the Platform, in accordance with POPIA and HPCSA ethical guidelines.

Patient health information is classified as special personal information under POPIA s26 and receives the highest level of protection.

The Platform supports white-label deployment with per-practice branding. Each practice operates in an isolated data environment.

Practice administrators are responsible for managing user access within their practice.

Subscription tiers (Starter, Core, Professional, Enterprise) are billed monthly via Paystack (debit order). Pricing is displayed before purchase and complies with the CPA.

Setup fees are once-off and non-refundable. Monthly subscription fees are billed in advance on the 1st of each calendar month.

Minimum contract terms apply per plan: Starter (3 months), Core (12 months), Professional (12 months), Enterprise (24 months). Early termination within the minimum term incurs a fee equal to 50% of the remaining monthly fees.

AI credits are included per plan tier and reset monthly. Unused credits do not roll over. Additional credits may be purchased at standard rates.

You may cancel your subscription at any time by providing 30 (thirty) calendar days written notice to info@netcare.co.za or through the Platform dashboard.

Cancellation takes effect at the end of the current billing period following the 30-day notice period. No pro-rata refunds are issued for partial months.

Upon cancellation: (a) your access to the Platform will be suspended at the end of the notice period; (b) your data will be available for export for 14 calendar days following suspension; (c) after 14 days, all practice data will be permanently deleted in accordance with POPIA requirements.

Data export requests must be submitted in writing before the cancellation date. Exports are provided in CSV and JSON format within 14 business days.

Setup fees, once paid, are non-refundable regardless of cancellation timing.

Early termination fee: if you cancel before completing your minimum contract term, you will be invoiced for 50% of the remaining monthly fees for the balance of the minimum term.

Netcare Limited reserves the right to suspend or terminate your account immediately for: (a) non-payment exceeding 30 days; (b) breach of these Terms; (c) illegal or unethical use of the Platform.

Upon termination by Netcare Limited, you will receive 7 calendar days to export your data before permanent deletion.

The Platform is designed to support — not replace — HPCSA ethical obligations. Practitioners remain responsible for ethical compliance, including patient confidentiality, informed consent, and clinical standards.

Electronic communications with patients (WhatsApp, SMS, email) must comply with HPCSA advertising and communication guidelines.

Netcare Limited shall not be liable for clinical outcomes, treatment decisions, or patient harm. The Platform is a practice management tool, not a medical device.

Our total liability shall not exceed the subscription fees paid in the preceding 12 months.

Nothing in these Terms limits liability that cannot be excluded under South African law.

These Terms are governed by the laws of the Republic of South Africa.

Email: info@netcare.co.za