Terms of Service

1. Agreement and Parties

These Terms of Service ("Terms") are a legal agreement between Adham Yasser, trading as RelyCare ("RelyCare", "we", "us", or "our") and the person or organisation accessing the RelyCare platform ("Customer", "you", or "your").

If you use RelyCare on behalf of a clinic, practice, company, or organisation, you represent that you have authority to bind that organisation to these Terms. If you do not have that authority, you must not use RelyCare for that organisation.

2. The Service

RelyCare is a clinical workflow platform for speech therapy and related therapy clinics. The Service may include:

• Audio-to-transcript workflows for therapy sessions.
• AI-assisted SOAP notes, parent summaries, homework, and clinical documentation drafts.
• Target-level metrics, progress trajectories, evidence quotes, and clinical reports.
• Patient, session, team, service, billing-support, and practice-management workflows.
• Parent/caregiver request and communication workflows, including WhatsApp-style messaging where enabled.
• Compliance Center tools including audit logs and owner-only data exports.

We may change, improve, suspend, or discontinue features. We will try to provide reasonable notice for material changes that affect active clinic workflows.

3. Accounts, Roles, and Access Control

• You must provide accurate account and clinic information.
• You are responsible for keeping credentials confidential and for all activity under your account.
• Clinic owners and admins are responsible for inviting only authorised users and removing access when staff leave or roles change.
• You must notify us promptly at adham@relycare.app if you suspect unauthorised access.

4. Customer Responsibilities for Clinical and Regulated Data

RelyCare is a tool used by clinicians; it is not a substitute for professional judgement, legal compliance, or clinic governance. You are responsible for:

• Obtaining valid patient, parent, or caregiver consents and notices before recording sessions or processing clinical data.
• Determining whether HIPAA, POPIA, GDPR, FERPA/school privacy rules, payer rules, professional licensing rules, or other laws apply.
• Signing a BAA before submitting PHI if your clinic is HIPAA-regulated.
• Maintaining your own patient privacy notices, consent forms, information officer/privacy officer procedures, and incident response process.
• Reviewing, correcting, and approving AI-generated documentation before relying on it, sharing it, billing from it, or adding it to a clinical record.
• Maintaining professional records for the periods required by your regulator, payer, contract, or law.

5. HIPAA, BAAs, and Data Processing Terms

RelyCare is not automatically a HIPAA-compliant environment for your clinic unless the required contractual and operational conditions are in place. If HIPAA applies to your clinic and your use involves PHI, you must have a signed BAA with RelyCare before submitting PHI.

For HIPAA-regulated customers, the BAA governs permitted uses and disclosures of PHI, safeguards, subcontractors, breach notification, return or destruction of PHI, and related requirements. If there is a conflict between these Terms and a signed BAA, the BAA controls for PHI.

For non-HIPAA regulated customers, data processing terms, operator agreements, or equivalent privacy terms may apply. If your clinic needs a Data Processing Agreement or similar document, contact us before submitting regulated data.

6. AI Output and Clinical Review

RelyCare may generate transcripts, SOAP notes, summaries, progress reports, suggested billing-support text, and other outputs using AI. These outputs are drafts and must be reviewed by an authorised clinician.

• RelyCare does not diagnose patients or make treatment decisions.
• RelyCare does not provide medical, legal, billing, coding, or regulatory advice.
• You are responsible for correcting errors, confirming evidence, and ensuring the final record accurately reflects the session.
• You must not use AI output as the sole basis for clinical, payer, legal, or disciplinary decisions.

7. Acceptable Use

You must not:

• Use RelyCare for unlawful, harmful, deceptive, abusive, or non-clinical purposes.
• Submit data you do not have authority or consent to process.
• Attempt to access another clinic's data or bypass security controls.
• Share credentials or permit unauthorised access.
• Upload malware or interfere with platform operations.
• Reverse engineer, scrape, resell, sublicense, or commercially exploit the Service except as expressly permitted.
• Use RelyCare in emergencies or as a substitute for urgent clinical care.

8. Customer Data and Ownership

You retain ownership of the patient, caregiver, clinic, and clinical content you submit to RelyCare ("Customer Data"). You grant RelyCare a limited licence to host, process, transmit, display, secure, troubleshoot, and otherwise use Customer Data only as needed to provide and improve the Service, comply with law, protect the platform, and fulfil these Terms and any signed data processing agreement.

We do not sell Customer Data. We do not claim ownership of your clinical records. We do not intentionally use identifiable patient data for advertising or foundation-model training.

9. Security and Compliance Controls

RelyCare maintains technical and organisational safeguards designed for clinical workflows, including role-based access, per-clinic data separation, encrypted clinical payloads, audit logs, secure transport, temporary audio processing workflows, and owner-only data exports.

Raw session audio is used as a temporary processing artifact. Once a clinician finalizes the session, RelyCare deletes uploaded audio, recording chunks, and merged final recordings where they are still present, while retaining the transcript, finalized note, target data, evidence, and audit records that form the clinical documentation record.

These controls support compliance, but they do not by themselves make your clinic compliant. You are responsible for staff training, local device security, consents, record retention, access reviews, patient notices, and your own compliance program.

10. Subprocessors and Third-Party Services

RelyCare uses third-party services for hosting, database, AI processing, temporary audio processing, analytics, error monitoring, communication, email, calendar integration, and billing. Our Privacy Policy describes current categories of subprocessors and how they are used.

You authorise RelyCare to use subprocessors to provide the Service. For HIPAA-regulated data, required business associate/subcontractor terms must be in place before PHI is processed.

11. Billing, Trials, and Cancellation

Access may be provided through pilots, trials, private rollout agreements, or paid subscriptions. Pricing, billing cycle, refund terms, and renewal terms may be shown in-product or agreed separately with your clinic.

• Paid subscriptions may renew automatically until cancelled.
• You are responsible for keeping billing information current.
• We may suspend access for non-payment, security risk, or material breach.
• After cancellation, data may be retained for a limited export/recovery period before deletion workflows apply.

12. Data Export, Retention, and Deletion

Clinic owners can request a machine-readable JSON archive through the Compliance Center. Export actions are audit-logged. You should export records before cancelling, deleting, or migrating your clinic account.

Temporary raw audio is not intended to be a retained clinical record after session finalization. Final clinical records may include transcripts, SOAP notes, target metrics, evidence artifacts, parent summaries, homework, reports, and related audit history.

We may retain billing, audit, security, and legal records as needed for accounting, compliance, dispute resolution, fraud prevention, or legal obligations. Customer Data deletion may be limited where retention is required by law or where deletion would compromise security/audit records.

13. Confidentiality

Each party must protect non-public information received from the other party. RelyCare will treat Customer Data as confidential and use it only as permitted by these Terms, the Privacy Policy, and any signed BAA or data processing agreement. You must protect non-public information about RelyCare, including product, pricing, security, and technical information not made public by us.

14. Intellectual Property

RelyCare owns the Service, software, user interface, workflows, prompts, models, documentation, branding, and related intellectual property, except for Customer Data and third-party materials. These Terms grant you a limited, non-exclusive, non-transferable right to use RelyCare during your authorised access period.

If you provide feedback or suggestions, you allow us to use them without restriction or compensation.

15. Warranties and Disclaimers

RelyCare is provided "as is" and "as available" to the maximum extent permitted by law. We do not guarantee uninterrupted service, error-free AI output, perfect transcription, payer acceptance, legal compliance for your clinic, or clinical outcomes.

You are responsible for your clinical decisions, final documentation, patient communications, billing submissions, consent process, and compliance program.

16. Limitation of Liability

To the maximum extent permitted by law, RelyCare will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, lost data, business interruption, reputational harm, or professional consequences arising from use of the Service.

To the maximum extent permitted by law, RelyCare's total liability for claims arising out of or relating to the Service is limited to the fees paid by the Customer to RelyCare for the Service in the three months before the event giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded by law.

17. Indemnity

You agree to defend, indemnify, and hold RelyCare harmless from claims, damages, liabilities, costs, and expenses arising from your Customer Data, your use of the Service, your clinical decisions, your failure to obtain required consents or agreements, your violation of law, or your breach of these Terms.

18. Suspension and Termination

You may stop using RelyCare or cancel according to your subscription or written agreement. We may suspend or terminate access if you breach these Terms, fail to pay, create security or legal risk, use the Service unlawfully, or if continued service becomes commercially, legally, or technically impractical.

19. Governing Law and Disputes

Unless a separate written agreement states otherwise, these Terms are governed by the laws of the Republic of South Africa, without regard to conflict-of-law principles. The parties will first attempt in good faith to resolve disputes informally for 30 days after written notice.

20. Changes to These Terms

We may update these Terms as the product, law, or business changes. Material updates will be communicated to registered clinic users where practical. Continued use of RelyCare after updated Terms take effect means you accept the updated Terms.

21. Contact