01
In these Terms and Conditions, the following definitions apply:
02
By registering for, accessing, or using the Cliniweb Service, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety, as well as any applicable policies incorporated herein by reference.
If you are registering on behalf of a practice, partnership, or entity, you warrant that you have the authority to bind that entity to these Terms, and references to "You" shall include that entity.
If you do not agree to these Terms, you must not register, access, or use the Service. Continued use of the Service following any amendment to these Terms constitutes acceptance of the amended Terms.
03
Cliniweb is a cloud-based healthcare practice management platform that includes, without limitation, the following features:
Arokiam reserves the right to modify, add, or discontinue any feature of the Service at any time, with or without notice, subject to reasonable efforts to inform affected Providers.
04
Arokiam undertakes to use best efforts to ensure that the Cliniweb platform is available and accessible at all times. However, you acknowledge and agree that:
Arokiam commits to a best-effort target of high availability but does not guarantee any specific uptime percentage or service level agreement unless separately contracted in writing.
05
Arokiam is committed to protecting personal and patient information in compliance with the Protection of Personal Information Act 4 of 2013 (POPIA) and all other applicable South African data protection legislation.
Data Storage & Backups
Arokiam will use best efforts to securely store all data entered into the Cliniweb platform, including patient records, attachments, consent forms, and clinical documentation. Arokiam will use best efforts to maintain regular backups of stored data. However:
Your Obligations as Responsible Party
In terms of POPIA, you acknowledge that as the healthcare Provider, you are the Responsible Party for the personal and health information of your patients. Arokiam acts as an Operator processing that information on your behalf. You remain solely responsible for:
Data Retention
Arokiam will keep your data for as long as your Account is active and your fees are paid, either on the full Service or on the Data-Only Package described in section 12. Arokiam is not obliged to keep data for an Account that has been terminated or whose fees remain unpaid, and may permanently delete it.
As the Responsible Party, you remain responsible for keeping your patient records for the periods required by law and HPCSA guidelines. You can do this by keeping your Account active, by moving to the Data-Only Package, or by retrieving a copy of your data before your Account is terminated. On written request made before termination, Arokiam will provide a reasonable mechanism to retrieve your data.
06
You acknowledge and agree that Arokiam may collect, use, and analyse anonymised and aggregated data derived from usage of the Service for the following purposes:
All such data will be fully anonymised before use, such that no individual patient or Provider can be identified from the data. Arokiam will not sell anonymised data to third parties for commercial marketing purposes. This provision survives termination of your Account.
07
By registering for and using Cliniweb, you expressly authorise Arokiam and its designated representatives, agents, and integrated service providers to act on your behalf for the following purposes, to the extent necessary to deliver the Service:
This authorisation is limited to actions necessary for the delivery of the Service and does not authorise Arokiam to act beyond the scope of these functions. You remain fully responsible for the accuracy of information submitted through these functions on your behalf.
08
Arokiam will use best efforts to ensure the timely and accurate delivery of electronic prescriptions, patient communications (email, SMS, WhatsApp), referral letters, and other clinical documents transmitted via the Service.
However, you acknowledge that:
09
Cliniweb facilitates zero-rated electronic claim submission to medical aids and their administrators on your behalf. No charge is levied by Arokiam for this service.
Important: While Arokiam will use best efforts to prepare and submit claims accurately and timeously, Arokiam makes no guarantee of claim acceptance, payment, or processing by any medical aid scheme or administrator. The acceptance, adjudication, and settlement of claims is entirely at the discretion of the relevant medical aid scheme and is subject to scheme rules, patient membership status, benefit exhaustion, clinical coding requirements, and other factors beyond Arokiam's control.
10
Cliniweb incorporates artificial intelligence and machine learning features, including AI-powered speech-to-text clinical note generation ("AI Features").
11
You are solely responsible for maintaining the confidentiality and security of your Account credentials, including your username and password. You agree to:
Arokiam shall not be liable for any loss, damage, or breach resulting from your failure to maintain the security of your Account credentials. All activity conducted through your Account is your sole responsibility.
12
Access to Cliniweb is subject to the payment of fees as set out below. All amounts are quoted in South African Rand (ZAR).
Fee Structure
| Component | Basis | Description |
|---|---|---|
| Daily Access Fee | Per calendar day | A fee charged for each day on which your Account is active and accessible on the Cliniweb platform. |
| Data Storage Fee | Per billing period | A fee based on the volume of data stored on the platform, including patient databases, attachments, consent forms, clinical documents, images, and other stored files. |
| Data-Only Package | Per billing period | Available on request instead of full access. Your data is kept and backed up, but you and your staff cannot log in or use the platform. No Daily Access Fee is charged; only the Data Storage Fee applies. You may ask to return to full access, after which the Daily Access Fee applies again. |
| WhatsApp Messages | Per message sent | Charged individually at the applicable rate per WhatsApp Business message sent via the platform to patients or third parties. |
| SMS Messages | Per SMS sent | Charged individually at the applicable rate per SMS sent via the platform. |
| Per email sent | Charged individually at the applicable rate per transactional or clinical email sent via the platform. | |
| Claim Submissions | Zero Rated | Electronic medical aid claim submissions are provided at no charge. This is subject to change upon thirty (30) days' written notice. |
The combined Daily Access Fee and Data Storage Fee is designed to approximate ~R250 per month for a typical single-provider practice. Actual charges may vary depending on data volumes and usage patterns.
Current per-unit rates for WhatsApp, SMS, and email are available on request and may be updated from time to time by Arokiam with notice.
Billing & Payment
13
Non-Payment
Access to the Cliniweb platform is strictly conditional upon your Account being in good financial standing. In the event that any fees remain unpaid beyond the due date, Arokiam reserves the right to immediately suspend or deny access to your Account without further notice, until all outstanding amounts have been paid in full.
Other Grounds for Suspension or Termination
Arokiam may, at its sole discretion, suspend or terminate your Account immediately and without notice if:
Termination by Provider
You may terminate your Account at any time by providing Arokiam with written notice. Termination does not relieve you of any outstanding payment obligations. Before you terminate, you may move to the Data-Only Package to keep your data stored without access, or request a copy of your data (see section 5). Once your Account is terminated, Arokiam is not obliged to keep your data.
14
To the fullest extent permitted by applicable South African law, Arokiam, its directors, officers, employees, agents, and service providers shall not be liable for any:
In any event, Arokiam's total aggregate liability to you for any cause of action shall not exceed the total fees paid by you to Arokiam in the three (3) calendar months immediately preceding the event giving rise to the claim.
15
You agree to indemnify, defend, and hold harmless Arokiam and its directors, officers, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or relating to:
16
All software, technology, algorithms, interfaces, branding, and content comprising the Cliniweb platform are the exclusive intellectual property of Arokiam (Pty) Ltd and are protected by South African and international intellectual property laws.
17
These Terms and Conditions are governed by and construed in accordance with the laws of the Republic of South Africa, including the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), the Consumer Protection Act 68 of 2008 (CPA), and POPIA.
In the event of any dispute arising from or relating to these Terms or the Service, the parties agree to first attempt to resolve the dispute by good-faith negotiation. If the dispute cannot be resolved within thirty (30) days, either party may refer the matter to the jurisdiction of the South Gauteng High Court, without prejudice to either party's right to seek urgent interim relief in any competent court.
18
Arokiam reserves the right to amend these Terms and Conditions at any time. Where changes are material, Arokiam will use reasonable efforts to notify Providers via email or a notice within the platform at least fourteen (14) days before the changes take effect.
Your continued use of the Service after the effective date of any amendment constitutes your acceptance of the revised Terms. If you do not accept the amended Terms, you must discontinue use of the Service and notify Arokiam in writing of your intention to terminate your Account.
19
For questions, complaints, or formal notices relating to these Terms and Conditions, please contact Arokiam at:
Arokiam (Pty) Ltd
trading as Cliniweb
Email: info@cliniweb.co.za
Website: cliniweb.co.za
For data protection enquiries or to exercise your rights under POPIA, please contact our Information Officer at the email address above, marking your correspondence "POPIA — Data Request".