What these Terms are — at a glance

This table is a plain summary only. The detailed sections below govern. These Terms are one document in three parts: Part A applies to everyone, Part B adds terms for clinics and the people who run them, and Part C adds terms for patients. If you hold more than one role — many people do — the parts that match each of your roles apply to you together (section 4.2).

Two things this document does not do. It does not replace the Privacy Policy (how personal and health data is handled — section 10). And it does not create any relationship between you and us in place of the one you have with your clinic (sections 6, 22).

Part A — Terms that apply to everyone

1. Who we are; what these Terms cover

1.1 Who we are. The Platform is operated by Clareeva, a company registered in Palestine ("Clareeva", "we", "us") — the party you contract with under these Terms. Clareeva is a software platform that lets clinics in Palestine manage appointments, patient records, reception, billing records, staff administration, and clinical documentation. Each clinic that uses Clareeva is a separate, independent business.

Clareeva is an online service and does not operate a public office, so no postal address is given; notices to us are given by email to the address in section 25.1.

1.2 What these Terms cover. These Terms govern your use of the Platform: the public website and clinic/doctor catalog, patient accounts and booking, clinic and staff accounts, the clinic portals, and the optional AI features. They are the agreement between you and us. They are not the agreement between you and your clinic.

1.3 How these Terms are structured. Part A applies to everyone. Part B applies additionally to clinics, clinic owners, and clinic staff. Part C applies additionally to patients. Where a term in Part B or Part C addresses the same subject as a term in Part A, the more specific term applies to that party.

1.4 Other documents. The Privacy Policy (a companion document) explains how personal and health information is handled and takes precedence over these Terms on that subject. Where a clinic has signed a separate written agreement with us covering its subscription, that agreement prevails over Part B to the extent of any conflict.

2. Definitions

• Operator / we / us — Clareeva, the entity that operates the Platform.
• Platform / Service — the Clareeva website, portals, and features described in section 5.
• Clinic — a business using the Platform to manage its practice; the boundary within which staff, patients, appointments, and records are held.
• Subscriber — the Clinic, acting through its Owner, in its commercial relationship with us.
• Owner — the main doctor recorded as the clinic's owner; the only person who may invite staff and act for the clinic commercially.
• Clinic Staff — a doctor or secretary holding an active membership of a clinic.
• Doctor — a clinic staff member with the doctor role, who is an independently licensed medical professional and not our employee, agent, or partner.
• Patient — a person who holds, or has had created for them, a patient record at a clinic.
• Walk-in patient — a patient whose record was created by clinic staff and who may never have signed in (section 3.3).
• Dependent — a person, usually a minor, linked to a guardian's account, who has no login of their own.
• Account — your login identity on the Platform. One account may hold several roles.
• Subscription — the clinic's commercial arrangement with us, recorded on the Platform as a plan, capacity limits, a status, and an expiry date (section 14).
• Clinical Record — the medical content a clinic's doctors and staff create about a patient: clinical notes and addenda, orders, prescriptions, reports, uploaded medical files, and staff notes.
• Content — anything you or your clinic enter, upload, or publish on the Platform.
• AI Features — the optional assistive features described in section 7.
• Controller / Processor — as defined in the Privacy Policy (section 10.2).

3. Acceptance

3.1 Your acceptance of these Terms. Creating an account, using the Platform, or — for a clinic — the Owner activating a subscription, means you accept these Terms and the Privacy Policy. At registration we ask you to accept these Terms and the Privacy Policy explicitly, and we record the version you accepted and when (and the Privacy Policy, section 4.5). If you do not agree to them, do not use the Platform.

3.2 Changes to these Terms. We may update these Terms as the Platform and the law evolve. When we do, we will change the version number and the last-updated date at the top, and for material changes we will take reasonable steps to bring the update to your attention, for example an in-app notice, and we may ask you to accept the updated version before you carry on using the Platform. Continued use of the Platform after that means you accept the updated version.

3.3 People who do not use the Platform themselves. A secretary can create a complete patient record for a person who never signs in, and a dependent linked to a guardian has no login. Registering such a person is the clinic's own act and decision — we do not create patient accounts and take no part in the decision to create one. Their relationship is with the clinic that holds their record, and the obligation to ask them first and to tell them what is recorded about them and where sits with that clinic (section 17.2, and the Privacy Policy).

4. Eligibility and accounts

4.1 Who may hold an account. An account is for a natural person, using their own real name and correct identity details. You must give accurate information and keep it up to date. A Palestinian mobile number is required to register, because the phone number is the login identity.

4.2 One person, several roles. The Platform is built so that a single account can hold several roles at once — the same person can be a patient at one clinic and a secretary at another. These Terms bind you separately for each role you hold. Part C applies to you in your capacity as a patient, and Part B in your capacity as staff or an owner, at the same time and without either displacing the other.

4.3 Account security. You are responsible for your credentials and for activity under your account. Do not share a login. Staff should enable two-factor authentication where offered. Tell us promptly if you believe your account has been compromised.

4.4 Accounts created for you. If a clinic created your patient record, an account exists in your name that you have never used. It exists because that clinic decided to create it; asking you first was the clinic's obligation, not ours (sections 3.3, 17.2, 22.5). You can claim it by registering with the same phone number.

4.5 Minors and dependents. A guardian may add a dependent who is under 18; an adult must create their own account. Where the law requires a guardian's involvement or consent for a minor, that responsibility sits with the clinic and the guardian.

4.6 Suspension and closure are two different things. Both switch off a login, and they are not interchangeable:

An administrator cannot reopen an account you closed yourself. That is deliberate: your decision to switch off your own identity is not ours to reverse. Section 24 explains closure in full. Closure is available to patients only, and only if you do not hold clinic staff membership, do not own a clinic, and have no upcoming appointments.

5. What the Service is — and what it is not

5.1 What the Service is. A multi-tenant software platform for clinics in Palestine, providing: appointment scheduling and patient intake; clinical documentation and records; a reception and waiting-room workflow; records of the clinic's own billing of its patients; staff and procurement administration; a public clinic and doctor catalog; notifications by in-app message, email, and — where a clinic enables it — SMS; and optional AI assistance for doctors (section 7). Not every clinic uses every feature.

5.2 What the Service is not. These are the boundary of what the Platform does, and we state them so that nobody assumes otherwise:

• It is not telemedicine. There is no video or remote consultation feature.
• It does not transmit prescriptions. A prescription on the Platform is a record, not an order sent to a pharmacy. Nothing is dispensed by us.
• It does not process payments. No payment is taken, held, or moved through the Platform, for a subscription or for care (sections 15.1, 22.2).
• It is not for emergencies. There is no emergency routing, triage, urgent-care escalation, or monitoring of anything you enter. Nobody is watching the Platform for a message that needs an urgent response (section 6.3).
• It does not integrate with laboratory or radiology systems. Results exist on the Platform only because someone uploaded a file.
• It carries no uptime, availability, maintenance-window, or support-response commitment (section 11.1).

5.3 The Platform is a tool, not a provider of care. We supply software that a clinic uses to run its practice. We do not provide medical care, do not employ the doctors who use the Platform, and do not participate in clinical decisions (section 6).

6. Medical disclaimer; no doctor–patient relationship with us

6.1 We are not a healthcare provider. Clareeva is a software company. We do not practise medicine, do not give medical advice, do not diagnose, and do not treat. Nothing on the Platform — including anything produced by the AI Features — is medical advice from us.

6.2 The doctor–patient relationship is with the clinic and its doctors. Your treating doctor and the clinic that employs them hold the clinical relationship with you, exercise all clinical judgement, and are responsible for the accuracy and adequacy of what goes into the record. Clinical content on the Platform is written exclusively by clinic staff. We are structurally excluded from it: access to a patient's clinical record requires an active link between that patient and a clinic the doctor currently works at, and our own platform administrators are walled off from clinical data.

6.3 Emergencies. The Platform must not be used for a medical emergency. Nobody monitors it for urgent messages. Appointment requests, intake answers, notes, and messages are not seen in real time and may not be seen for a long time. If you are experiencing an emergency, contact your local emergency services or go to the nearest emergency department.

6.4 We do not verify clinical quality. Section 18 explains what our doctor verification does check — identity and licence documents — and what it does not: the quality, appropriateness, or outcome of any doctor's clinical work. Verification is a document check, not an endorsement.

6.5 Your clinical decisions stay yours. For doctors: nothing in the Platform, and no output of the AI Features, relieves you of professional responsibility for the record you sign and the care you give (section 7.3).

7. AI features — assistive and clinician-reviewed

7.1 Optional and off by default. The AI Features are disabled unless a clinic owner turns them on and opts a specific doctor in, per clinic.

7.2 The voice feature is dictation, not consultation recording. Where a doctor uses the voice feature, it exists so that the doctor can dictate their own note — describe the case aloud and have it turned into text. It is not designed or presented as a recorder of the conversation between a doctor and a patient, and there is no ambient or patient-side recording in the product.

Because a microphone captures whatever sound is near it, a doctor could nonetheless capture a patient's voice. Recording a patient's own voice requires that patient's consent, and obtaining it is the responsibility of the clinic and the treating doctor. The doctor's screen says so. This is a design position, not a technical guarantee, and we describe it as such.

7.3 AI output is a draft, and the doctor remains responsible. Nothing the AI produces is saved automatically. Every AI surface tells the doctor to review and edit before saving, and the report feature requires the doctor to acknowledge, before it will run at all, that they remain medically and legally responsible for the content. A doctor who saves AI-generated content into a patient's record has adopted it as their own clinical documentation.

7.4 De-identification is best-effort and is not anonymisation. For the paths where we remove identifiers before sending, the removal is best-effort. We do not claim the result is anonymous, and the Platform must not be described as anonymising anything.

7.5 We do not store the audio or the raw output. Dictation audio is not saved on our servers. We keep a metadata record of each request — that it happened, for which patient, and its status — not its content. Whatever the doctor chooses to save becomes part of the Clinical Record in the ordinary way.

7.6 Limits. AI use is capped per doctor per clinic for each period, together with separate quotas for analysis and reports. A doctor who reaches a limit cannot use the feature until the next period.

7.7 Data handling. How AI-related data is processed is governed by the Privacy Policy, not by this section.

8. Acceptable use; suspension and enforcement

8.1 What you must not do. You must not:

• use the Platform unlawfully, or for anything other than legitimate clinical, administrative, or personal healthcare purposes;
• impersonate anyone, register with someone else's identity details, or use another person's account;
• access, alter, or attempt to access any patient record you are not entitled to see, or use clinical access granted to you for a purpose outside the care of that patient;
• extract, scrape, or bulk-collect data from the Platform, including the public catalog;
• probe, scan, or test the security of the Platform, defeat any access control or rate limit, or interfere with its operation;
• upload malware, or upload content you have no right to upload;
• post content that is unlawful, defamatory, abusive, or that discloses another person's health information (section 23.2);
• resell, sublicense, or provide the Platform to a third party as a service, or use it to operate a clinic other than the one your subscription covers.

8.2 Measures we may take. We may suspend or restrict access, remove or hide content, revoke a doctor's bookability, or suspend a clinic, where we reasonably believe these Terms have been breached, where the law requires it, or where there is a risk to patients, to other users, or to the Platform's security.

8.3 We may suspend any account at our discretion, to protect the Platform and its users. We may — at our sole discretion — suspend, restrict, disable, or terminate any account's access to the Platform, temporarily or permanently, in order to protect the safety and security of the Platform and of its users. This applies to every account without exception: patient, secretary, doctor, and clinic owner — and it applies to a clinic itself as well (section 16.3).

It is enough for us to take this measure that we suspect the account, the identity of the person behind it, its conduct, or the way it is using the Platform, or that we consider its behaviour inconsistent with these Terms, with the safety of patients or other users, or with the security of the Platform or the integrity of the data held on it. We do not have to prove an actual breach, wait for harm to occur, or give advance notice. We take these measures to protect patients, their data, and the Platform, and for no other reason, and the reason for the measure is recorded by us.

What this measure does and does not do:

• Nothing is deleted by it. The account is disabled, not erased, and the data remains as it is (section 4.6).
• Medical records stay with the clinic that controls them, and suspending an account does not touch them (section 10.2).
• If the account belongs to a doctor or a member of clinic staff, the clinic remains responsible for arranging care for patients already booked (section 18.4).
• This measure by us is a different thing from your own closure of your account (sections 4.6, 24): a suspension is reversible by us, whereas your own closure is reversible by you alone.
• No liability attaches to us for using this power (sections 12.2, 12.3).

If you believe your account was suspended in error, write to us at support@clareeva.com and we will look at it (section 8.5).

8.4 Measures that operate automatically. The Platform applies a number of measures today, mostly automatically: restricting booking after missed appointments at the same clinic; time limits on cancelling and changing, and a limit on the number of changes; hiding a review that has attracted enough reports; suspending an account or a clinic; revoking a doctor's bookability; escalating temporary lockouts after repeated failed sign-in attempts; and limits on report exports and on SMS sending. These thresholds are set either by us or by your clinic, and are shown to you inside the Platform when they apply.

8.5 If you believe a measure was applied wrongly, write to support@clareeva.com and we will look at it.

9. Content, intellectual property and licences

9.1 The three kinds of content, and who controls each.

None of it is authored by us. We host it, secure it, display it where it is meant to be displayed, and process it to run the features you use.

9.2 You keep your rights in your content. We do not claim ownership of the Clinical Record, of your uploads, or of anything you write.

9.3 The licence you give us. So that the Platform can work, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, copy, back up, transmit, adapt in format, and display your Content for the purpose of operating the Platform and providing the Service to you and your clinic, and for no other purpose. This licence lasts as long as we hold the Content and ends when it is deleted, subject to backups ageing out and to any retention duty. For public content the licence additionally covers public display on the Platform for as long as the content remains published.

9.4 We do not sell or train on your content. We do not sell Content, and we do not use the Clinical Record to train our own models.

9.5 Aggregate and anonymous statistics. We may produce and publish aggregate counts and statistics about use of the Platform — for example the number of clinics or doctors — provided they do not identify any individual patient.

9.6 Our software and marks. The Platform, its software, design, and the Clareeva name and marks are ours or our licensors'. Nothing in these Terms transfers any of it to you. You get a limited, revocable, non-transferable right to use the Platform in accordance with these Terms.

9.7 Correction and removal. We may correct or remove content where necessary — to fix an error, address abuse, or comply with the law — with the change recorded in an audit log.

10. Privacy, and the documents that govern data

10.1 The Privacy Policy governs. How personal and health information is collected, used, shared, stored, and retained is set out in the Privacy Policy, which is a companion document to these Terms. Where these Terms and the Privacy Policy differ on data handling, the Privacy Policy applies.

10.2 Who is responsible for what. In summary, and as explained in the Privacy Policy: the clinic is the Controller of the patient's medical record, and we are the Processor — we hold and process that record on the clinic's behalf and under its instructions. For account identity, platform security, audit logs, the public site, and the subscription relationship with a clinic owner, we are the Controller.

10.3 The Data Processing Agreement. A separate written Data Processing Agreement between us and the clinic sets out our obligations as Processor and how responsibility for processing its patients' data is allocated between us. These Terms remain governing for liability, fees, and termination, and prevail over that agreement on those subjects.

11. Availability, communications, and public statements

11.1 No availability commitment. The Platform is provided as it is and as available. We give no uptime target, no service-level agreement, no maintenance-window commitment, and no support-response time. We aim to keep the Platform running well and to give notice of planned downtime where we reasonably can, but none of that is a promise you can enforce. We may change, add, or withdraw features.

11.2 Notifications and reminders are best-effort. Appointment and account notifications are delivered in the app and by email, and — only where a clinic has deliberately enabled it — by SMS. SMS depends on a third-party carrier and appointment SMS is off by default. Email is sent only to verified addresses. Messages can be delayed, filtered, or lost for reasons outside our control.

Do not rely on a reminder as your only notice of an appointment.

11.3 Public and marketing statements. These Terms, together with the Privacy Policy and any written agreement with a clinic, are the whole of what we promise. Descriptive or promotional wording on our public pages does not create a contractual commitment, and where such wording conflicts with these Terms, these Terms apply. Specifically: we do not employ doctors, we make no guarantee as to the availability of any doctor, specialty, appointment, or location, and a doctor's presence in our catalog is not a recommendation by us.

11.4 Third-party providers. The Platform depends on outside service providers, described generally in the Privacy Policy. We are responsible for choosing them with reasonable care; we are not able to guarantee their performance.

12. Limitation of liability and no legal action

12.1 What we are responsible for. We are responsible for operating the Platform with reasonable skill and care.

12.2 What we are not responsible for. We are not liable for:

• clinical care, decisions, diagnoses, treatment, or their outcomes. These are the doctor's and the clinic's (section 6);
• the acts or omissions of a clinic or its staff, including how a clinic uses the Platform, what it records, how it treats its patients, what it charges, and how it applies its own house rules (section 17);
• a clinic's registration of a patient, and any access by clinic staff to a patient's record — including where the patient was not asked, did not consent, or objects to it. That decision is the clinic's alone and we take no part in it (sections 3.3, 17.2);
• the content of anything a user writes, including reviews (section 23) and clinical notes;
• failure, delay, or non-delivery of an SMS, email, or in-app notification (section 11.2);
• loss or corruption of data caused by a third-party provider, or by a clinic's or user's own actions;
• interruption of the Service, downtime, or changes to its features (section 11.1);
• the suspension, restriction, or termination of an account under section 8.3, and anything that follows from it;
• indirect, incidental, or consequential loss, and loss of profit, revenue, business, goodwill, or anticipated savings.

12.3 No legal action. If you are not happy with the Platform — any feature, its content, its appearance, its availability, any aspect of the Service, or the outcome of using it — your only remedy is to contact support at support@clareeva.com or to stop using the Platform. You may not bring any claim, demand, action, or proceeding against us in respect of it, and by using the Platform you waive any right to pursue us legally over it. We undertake to look at everything that reaches us through support and to reply to it.

12.4 Liability limit. Where we are liable despite the above, our total liability is limited to the amounts you have actually paid us for the Service during the period in which the liability arose. We carry no liability towards a user who has paid us nothing.

12.5 For patients: this does not touch your rights against your clinic. Nothing in this section limits any claim you may have against a clinic or a doctor. That relationship is separate and is not governed by these Terms (section 22).

13. Governing law and disputes

13.1 Governing law. These Terms are governed by the laws applicable in Palestine.

13.2 Talk to us first. If you have a complaint, write to support@clareeva.com. We will look at it and reply. This is the channel for resolving any matter concerning the Platform (section 12.3).

13.3 Complaints about care. A complaint about medical care, a doctor's conduct, or a clinic's fees is not a dispute with us. Raise it with the clinic and, if necessary, with the relevant professional or regulatory authority (section 22.4).

Part B — Additional terms for clinics, owners, and staff

This Part applies to a clinic, to the Owner who acts for it, and — where stated — to clinic staff. It applies in addition to Part A.

14. Subscription, plans and capacity

14.1 How a clinic becomes a subscriber. There is no self-service purchase. A subscription begins with an arrangement made with us directly. We then issue an activation code bound to the intended Owner's identity, carrying the clinic name, the plan, the capacity limits, and the expiry date it will grant. The Owner registers and redeems that code, which creates the clinic, the Owner's membership, and the subscription in one step. Codes are single-use.

Because the commercial arrangement is made before the account exists, these Terms are the place those terms are written down for you. Please read Part B before redeeming a code.

14.2 Plans are capacity tiers. A plan sets how many doctors and secretaries the clinic may have, as agreed with us. Staff whose membership has been revoked do not count against a limit.

14.3 Capacity is enforced. Only the Owner may invite staff. An invitation is refused if the subscription is not active or if the plan's limit for that role is already reached — including when the Owner adds themselves as a doctor. Invitations expire after a short period, and an expired invitation cannot be revived; send a new one.

14.4 Changing your plan. There is no self-service upgrade or downgrade. A change of plan or of capacity limits is arranged with us and applied by us.

14.5 Term and renewal. Your subscription carries an expiry date. Renewal is arranged with us and applied by us — nothing renews automatically. We extend the expiry date on renewal, and doing so restores a subscription that had already expired. The Platform shows the Owner a warning as expiry approaches.

15. Fees, term, and the no-cancellation, no-refund position

15.1 Payment happens outside the Platform. The Platform has no payment processing of any kind. We do not take card details, hold funds, or move money. Your subscription fee is arranged and paid directly with us by whatever method we agree. The Platform records nothing about that payment other than an internal administrative note.

15.2 The term runs in full. There is no cancellation and no refund. This is the commercial position and we are stating it plainly:

A subscription runs for its full agreed term. A clinic that subscribes for a year is committed for that year. You cannot cancel part-way through, and fees already paid are not refunded — in whole or in part — including if you stop using the Platform, reduce your staff, or close your clinic before the term ends.

15.3 What does not exist. There is no auto-renewal, no proration, no grace period, no late fee, and no self-service cancellation. Renewal, non-renewal, and any change are handled between you and us directly.

15.4 Non-payment. What happens if a subscription is not renewed is described in section 16.

16. What expiry and suspension actually do

16.1 When a subscription expires or is suspended, exactly two things stop:

1. New appointments cannot be booked at your clinic. Existing appointments are unaffected.
2. New staff cannot be invited or added, including the Owner adding themselves.

16.2 What expiry does not do. It does not log anyone out. It does not hide, lock, delete, or restrict any data. Your staff can still sign in, see every patient record, write clinical notes, issue invoices, and run every other part of the portal. The clinic keeps working; it simply cannot take new bookings or hire.

16.3 Clinic suspension is a different and much stronger measure. A senior platform administrator may suspend a clinic for a recorded reason — for breach of these Terms, on legal grounds, or to protect patients or the Platform. Unlike subscription expiry, suspension does lock the clinic's staff out of the clinic portal. It is reversible by us.

16.4 Warning. The Owner sees a renewal warning before expiry, which becomes stronger in its final days.

17. Clinic responsibilities

17.1 You are the Controller of your patients' records. You decide why and how your patients' medical information is collected and used. We process it on your behalf. That makes you responsible for having a lawful basis, for deciding whom to register on the Platform, for asking your patients for the notice and consent the law requires, for deciding which of your staff may see which record, and for deciding on your patients' requests about their records (section 10.2, and the Privacy Policy).

17.2 Registering patients, and access to their records — entirely yours. This is the single most important allocation of responsibility in these Terms, and we state it without qualification:

• The decision to register a patient is yours alone. We supply the software. We do not create patient accounts, do not choose who is registered, and take no part in that decision, whether the patient is standing at your desk or is not present at all.
• You must ask the patient first. We expect every clinic to obtain the consent the law requires from every patient, every time — before it creates the account, and before its staff open the record. The Platform is made available to you on that basis.
• The same applies to access. Every time a member of your staff opens a patient's record, that access is made on your authority, for the care of that patient, and with whatever consent the law requires. You decide who among your staff may do it.
• We check none of it. We are not present for the conversation with the patient, we do not verify that any consent exists, and we do not judge whether you had good reason to register a patient or to open a record. Where the Platform offers you a way to record that you asked, it is a convenience for you and not a check by us; using it, or not using it, moves none of your responsibility to us.
• Your staff's confirmation is your statement, made in your name. Registering a patient at your desk requires the member of staff doing it to confirm on screen that the patient is present, that they were shown the Privacy Policy and these Terms, and that they agreed. We record that confirmation and attribute it to the individual member of staff who made it. It is your statement, not our finding, and confirming it falsely is your act under this section.
• The phone number your staff enter is treated as confirmed on your word. We do not send a code to it before creating the account, and the patient's login details — including a generated password — are then sent to it by SMS. A mistyped number sends a working login to a patient's medical record to somebody else, and that is your act and your responsibility. Check the number with the patient before you submit. Your staff can issue a fresh password from the patient's page at any time, which invalidates the previous one immediately; do so the moment you suspect a number was wrong.
• A patient registered without consent is your act and your responsibility — towards that patient, towards any competent authority, and towards us under section 17.8.

A walk-in patient your staff register has given no in-app consent and has seen no notice, so telling them what you record, where it is held, and how they can ask about it is your obligation, not ours (section 3.3). The same applies before a doctor uses the AI Features in a way that involves that patient's information (section 7.2).

17.3 Your staff. You choose, invite, supervise, and revoke your own staff. You are responsible for what your staff do on the Platform and for ensuring they only access records they need for the care of that patient (sections 8.1, 17.2) — including for the consequences of any access made without the patient's consent or without a reason connected to their care. Staff actions inside patient records are logged, with a timestamp and technical details, and those logs are visible to you as Owner and to our administrators. Tell your staff this; we say it in the Privacy Policy, but you employ them.

17.4 Clinical care and record accuracy. The care you give, the clinical judgement you exercise, and the accuracy and completeness of what you record are yours. We do not review, validate, or correct clinical content.

17.5 Your billing of your patients. The Platform records invoices, items, payments, debts, and family payments as your staff enter them. We do not process, hold, or transfer any of that money — it moves in your clinic, offline. We are not a party to the transaction between you and your patient. Fees, discounts, refunds, and disputes about the cost of care are between you and the patient. Make sure what your staff record is accurate, because your patient can see it.

17.6 Your house rules, applied by our software. Several patient-facing rules are set by you and enforced by the Platform: the number of missed appointments before a patient is blocked from booking at your clinic, whether a block ever expires on its own, how long after a start time an appointment is marked as missed, and whether a patient's booking is confirmed automatically or waits for you. Because we enforce your rule, you must apply it fairly — including lifting a block when it is right to do so, since only your staff can (section 21.2).

17.7 Legal and professional compliance. You are responsible for your clinic's compliance with medical, professional, licensing, tax, and consumer law, and for ensuring the doctors working at your clinic hold valid registration and licence to practise.

17.8 Responsibility for your use. You are responsible to us for any claim, loss, or penalty arising from your breach of these Terms, from your instructions to us as Processor, from your clinic's care of a patient, or from your registration of a patient or your staff's access to a patient's record — including where the patient's consent was not obtained (section 17.2). This covers a claim brought by that patient, by anyone acting for them, or by a competent authority, and you will hold us harmless from it.

18. Doctor verification and revocation

18.1 Two separate checks. A doctor on the Platform passes through up to two verifications:

• Platform verification — a government identity document and a medical practice licence, reviewed by us. It is done once and applies across every clinic.
• Clinic credential — a per-clinic, per-specialty certificate, reviewed for that clinic. A doctor verified at one clinic is not automatically verified at another.

Whether a doctor can be booked depends on the combination: a clinic owner needs the doctor role and platform identity verification; other doctors need the clinic credential as well.

18.2 What we check, and what we do not. We check that the documents supplied appear valid and match the person. We do not assess clinical competence, experience, specialisation in practice, or outcomes. Verification is not an endorsement (sections 6.4, 11.3).

18.3 We may refuse, suspend, or revoke. We may refuse a verification, or revoke one already granted, where documents are missing, expired, false, or withdrawn by the issuing authority, where we are required to by law or a competent authority, or where there is a serious risk to patients.

18.4 What revocation does. A revoked doctor stops being bookable. Existing appointments and the clinic's records are not deleted, and the clinic remains responsible for arranging care for patients already booked. We give the doctor and their clinic owner the reason in writing and consider a response sent to support@clareeva.com.

19. Termination, off-boarding, and getting your data back

19.1 How a clinic's use of the Platform ends. By the subscription reaching its expiry date and not being renewed; by our suspension of the clinic under section 16.3; or by agreement between us. Section 15.2 applies to fees in every case.

19.2 How you exit. To end your clinic's use of the Platform, write to support@clareeva.com. We will then arrange whatever the situation needs — transferring ownership to another doctor, winding the clinic down, or closing your access.

19.3 Getting your data. Your staff can export operational reports from the portal, and individual records can be printed or downloaded. If you need a broader copy of your clinic's records, ask us and we will help provide it in a reasonable format.

19.4 How long your data stays available after termination. We retain clinic data after termination for as long as is necessary for legitimate purposes or required by law, including mandatory medical-record retention periods.

19.5 Your duties do not end with your subscription. You remain the Controller of your patients' records and remain subject to whatever retention, confidentiality, and access duties apply to them, whether those records stay on the Platform or not.

Part C — Additional terms for patients

This Part applies to you as a patient, in addition to Part A. If you are also clinic staff, Part B applies to you in that capacity at the same time (section 4.2).

20. Booking is a request to the clinic

20.1 What booking means. When you book, you are asking a clinic for an appointment. Whether that request is confirmed immediately or waits for the clinic to review it is the clinic's own setting, so booking works differently at different clinics.

20.2 We do not run the diary. We do not choose your doctor, set or hold the slot, decide the length of an appointment, or guarantee that any doctor, specialty, or time is available (section 11.3). The clinic can reschedule or cancel, and its own rules apply.

20.3 Confirmations and reminders. You will be notified in the app and, where your email address is verified, by email. SMS reminders exist only where a clinic has enabled them and are off by default. Do not treat a reminder as your only notice (section 11.2) — this matters for section 21.2.

20.4 What you pay, and to whom. Any fee for an appointment or for treatment is set and collected by the clinic. We take no payment from you for care of any kind (section 22.2).

21. Changing, cancelling, and attending

21.1 Cancelling and changing. You can cancel or change an appointment yourself up to a short cut-off before it starts, and a limited number of times. After that you need the clinic — contact it directly. These limits are shown to you inside the Platform when they apply, and the same cut-off may not apply to day-quota bookings with no fixed start time.

21.2 Missing appointments, and being blocked from booking. Every clinic sets its own rule, and the Platform enforces it. Repeatedly missing your appointments can lead to your being blocked from booking at that clinic. The block applies only at that clinic — never across the Platform, and never at a clinic you have not missed an appointment at. A block may not expire on its own unless the clinic has enabled that, in which case it stays until a member of that clinic's staff removes it. The clinic decides, not us — if you are blocked, contact the clinic, which the Platform's message will tell you to do.

Whether an appointment is marked as missed, and how long after the start time, is also the clinic's setting.

21.3 Two protections that work in your favour. The Platform will not penalise you:

• if you were never notified. The appointment is not counted against you unless you received some notification about it;
• if the clinic chose the slot. An appointment booked for you by a doctor, secretary, or clinic owner cannot be counted against you — only a booking made from your own side can.

The appointment is still recorded as missed either way; what these protections gate is the counting that leads to a block.

22. Your relationship is with the clinic

22.1 Care and advice. Your doctor and your clinic are responsible for your care, your diagnosis, your treatment, and everything they write in your record. We are not (section 6).

22.2 Fees and money. Any invoice, payment, discount, or outstanding balance you see on the Platform is a record your clinic entered. Money does not move through the Platform. We hold no funds and are not a party to what you owe or have paid. If an amount is wrong, or you disagree with a charge, take it up with the clinic — we cannot adjust it and will not arbitrate it.

22.3 Your medical record. Your medical record belongs to the care relationship you have with your clinic, and your clinic — not us — decides on requests to see, correct, or delete it. Ask your clinic. Separately, you can download a copy of the account data we control from your profile; that copy explains what it leaves out and why (see the Privacy Policy).

22.4 Complaints. A complaint about care, about a doctor's conduct, or about a fee goes to the clinic, and if that does not resolve it, to the relevant professional or regulatory authority. A complaint about the Platform itself goes to support@clareeva.com.

22.5 If a clinic registered you, or its staff opened your record. An account and record in your name may have been created by a clinic. We did not create it, we did not decide that you should be registered, and we do not decide which of that clinic's staff may open it — all of that is the clinic's, and asking you first was the clinic's obligation (sections 3.3, 17.2). If you were registered without being asked, or you believe a member of staff looked at your record without cause, take it up with that clinic, whose owner can see a log of staff actions inside the record (section 17.3), and if it is not resolved there, with the relevant professional or regulatory authority. We do not arbitrate it.

23. Reviews

23.1 Who can write one. You can review a doctor you have actually seen — the Platform allows a review only where you have a completed appointment with that doctor. One review per doctor, editable by you afterwards. A review attaches to the doctor, not to the clinic, and is published as soon as you submit it.

23.2 Standards. Your review must be your own honest, first-hand experience. You must not:

• write anything unlawful, defamatory, threatening, abusive, or discriminatory;
• disclose anyone else's health information, or identify another patient;
• include personal contact details, spam, or advertising;
• write about a doctor you have not seen, or submit a review on someone else's behalf;
• disclose clinical detail about yourself that you would rather not have public — remember that a review is public.

23.3 Moderation. Any signed-in user can report a review. When enough different users report the same review, it is hidden from public view automatically. Clinic staff who employ the doctor, and our platform administrators, can also hide a review, with a recorded reason. The doctor reviewed may publish one response.

23.4 Hiding is not a finding. Automatic hiding is a volume threshold, not a judgement that the review was false. Equally, a review staying visible is not our endorsement of it.

23.5 What we do and do not do. We host reviews; we do not write them, verify them, or adopt them. You keep your rights in what you write and license us to display it while it remains published (section 9.3). We may remove a review that breaches section 23.2 or where the law requires it.

24. Closing your account

24.1 Closing is not deleting, and we say so on purpose. You can close your account yourself from your profile. We offer closing rather than deleting because deleting would be a promise we cannot keep: your medical record belongs to the clinic that created it, not to us, and medical records are subject to retention duties.

24.2 What closing does. Your login stops working; every open session and remembered device is signed out; notifications, reminders, SMS and emails to you stop; and the clinics you have visited see your account marked as closed, so they know you are not being contacted.

24.3 What closing does not do. It does not delete your medical records — consultation notes, prescriptions, uploaded files, and visit history stay with the clinics that treated you, and those clinics can still see them. It does not delete security and audit logs.

24.4 When you cannot close. Closing is unavailable while you hold active clinic staff membership or own a clinic — those end through your clinic and, for an owner, through section 19.2 — or while you have an upcoming appointment. Cancel it first, so the clinic is not holding a slot for someone it can no longer reach.

24.5 Reopening. Closing is reversible by you and by nobody else. Sign in with your usual phone number and password; because the account is closed we send a code to your registered phone, and confirming it reopens the account as it was. A platform administrator cannot reopen it for you.

24.6 If you want more than closing. See the Privacy Policy for what can and cannot be deleted, and write to support@clareeva.com. Requests beyond closure are handled manually, and anything touching your medical record is your clinic's decision, not ours.

25. Contact, version, and effective date

25.1 Contact us. - Platform, account, and these Terms: support@clareeva.com - Your care, your record, your bill: your clinic (sections 22, 24.6)

25.2 Version and effective date. These Terms carry a version number and a last-updated date at the top of this document.

25.3 Companion documents. The Privacy Policy, which governs everything concerning personal and health data (section 10); and, for clinics, the Data Processing Agreement (section 10.3).

25.4 Severability and entire agreement. If any part of these Terms is found unenforceable, the rest continues to apply. These Terms, the Privacy Policy, and any separate written agreement with your clinic are the whole of the agreement between us on their subject matter, and replace any earlier understanding (section 11.3).

25.5 Language. Arabic is the primary version of these Terms. This English text is provided for convenience, and if the two differ in meaning, the Arabic version prevails.