Terms of Use

By accessing or using the flows.care platform, you agree to these Terms of Use ("Terms"). If you are using flows.care on behalf of a clinic or other organisation ("Tenant"), you represent that you have authority to bind that organisation to these Terms, and references to "you" include both you personally and the organisation.

"flows.care", "we", "us" and "the platform" refer to the flows.care appointment management platform and its operator.

"Tenant" means a clinic, rehabilitation centre, or other organisation that has registered for the platform.

"Patient User" means a patient or guardian who has registered an end-user account through the patient portal or mobile application.

"Demo Tenant" means a time-limited evaluation tenant provisioned by flows.care for a prospective Tenant.

"Service" means the flows.care platform, including the web applications, APIs, and any other features made available to you.

flows.care provides a multi-tenant appointment management platform for healthcare and rehabilitation clinics, including (without limitation) tenant administration, scheduling and slot generation, appointment booking and lifecycle management, patient and guardian records, pricing and packages, invoicing, accounting, ZATCA-compliant e-invoicing, notifications, audit logging, and bilingual (English/Arabic) interfaces. The Service is delivered as a hosted Software-as-a-Service product.

You must be at least eighteen (18) years old, or the legal age of majority in your jurisdiction, to register a Tenant administrator or guardian account. Patient User accounts may be registered by a guardian on behalf of a minor in accordance with the applicable Tenant's policy and with applicable law.

Tenant administrator accounts are provisioned by flows.care staff during onboarding or, in the case of demo tenants, by automated provisioning following flows.care's review of a demo request.

You are responsible for maintaining the confidentiality of your credentials, for all activity that occurs under your account, and for promptly notifying flows.care of any suspected unauthorised access. flows.care recommends enabling two-factor authentication on all administrator accounts.

The Service is currently offered under early-access / beta terms. Pricing and subscription terms applicable to your Tenant will be communicated separately by flows.care and, where commercially required, recorded in a separate order form or service agreement.

Demo Tenants are provided free of charge for evaluation purposes only and are subject to the limitations set out in §10.

You agree not to: (a) attempt to access data belonging to a different Tenant or to circumvent the platform's tenant-isolation controls; (b) attempt to disrupt, probe, scan, reverse-engineer, decompile, or extract source code from the platform except as expressly permitted by law; (c) upload malicious software, spam, or content prohibited by law; (d) impersonate any person or misrepresent affiliation with any individual or entity; (e) use the platform to violate any applicable law, including data-protection, healthcare, tax, and consumer-protection laws; or (f) use scraping, bulk download, or automated extraction tools beyond the documented APIs.

Tenants are the data controllers for the personal data they enter or generate through the platform about their staff, patients, and guardians. Tenants are responsible for: (a) obtaining any consents required by applicable law before entering personal data into the platform, including parental and guardian consents for minors; (b) publishing their own privacy notice to their patients describing how the Tenant uses flows.care as a processor; (c) maintaining lawful bases for all processing carried out through the platform; (d) configuring access roles, branch scopes, and cancellation policies appropriately; (e) responding to data-subject rights requests directed to the Tenant; and (f) complying with sectoral healthcare regulations, professional licensing rules, and tax obligations applicable to the Tenant.

Patient Users may register accounts to manage their appointments, profiles, packages, invoices, notifications, and (where the Tenant has enabled it) self-booking and self-waitlisting. Patient Users acknowledge that the Tenant clinic is the controller of their patient record at that clinic, and that requests to access or correct that record should normally be directed to the Tenant.

Demo Tenants are provided strictly for evaluation. They have a validity period of seven (7) days from provisioning. At expiry, the Demo Tenant and all data within it — including any data the demo administrator entered — are permanently deleted. flows.care makes no service-availability commitments, no support commitments, and no data-preservation commitments in respect of Demo Tenants. Demo administrators are advised not to enter real patient data or other sensitive personal data into a Demo Tenant.

flows.care and its licensors retain all rights, title, and interest in and to the platform, including all software, designs, trademarks, trade names, logos, documentation, and content provided by flows.care. No rights are granted to you except as expressly set out in these Terms. Tenants retain ownership of the data and content they upload to or generate through the platform ("Tenant Data"), subject to the licence to flows.care necessary to operate, support, secure, and improve the Service.

Each party agrees to keep the other party's non-public information confidential and to use it only as needed to perform its obligations under these Terms. This obligation does not apply to information that is publicly available, independently developed, lawfully obtained from a third party without confidentiality obligation, or required to be disclosed by law.

flows.care aims to maintain high availability of the platform but does not, during the current beta period, provide a formal service-level agreement (SLA). Scheduled maintenance, updates, and circumstances beyond flows.care's control may cause interruptions. flows.care will give reasonable advance notice of planned maintenance where practicable.

flows.care may suspend or terminate a Tenant's or Patient User's access for: (a) material breach of these Terms; (b) non-payment, where applicable; (c) suspected fraudulent or unlawful activity; (d) instructions from a competent authority; or (e) discontinuation of the Service. flows.care will use reasonable efforts to notify Tenants in advance and to allow remediation of any breach. Tenants may terminate their use of the Service in accordance with their service agreement or, absent a service agreement, on reasonable written notice.

On termination of a Tenant's use of the Service, flows.care will, on the Tenant's written request and within a reasonable time, make Tenant Data available for export in a commonly used machine-readable format. flows.care will then delete or anonymise the Tenant Data, except where retention is required by applicable law (for example, tax-record retention).

Except as expressly stated in a separately signed agreement, the Service is provided "as is" and "as available". To the maximum extent permitted by law, flows.care disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, accuracy, non-infringement, and uninterrupted operation. flows.care does not provide medical or clinical judgment and is not a substitute for professional healthcare services.

To the maximum extent permitted by applicable law, flows.care, its affiliates, and its licensors shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profit, revenue, goodwill, or data, arising out of or relating to the Service, regardless of the legal theory. flows.care's aggregate liability for direct damages arising under or in connection with these Terms shall not exceed the fees paid or payable by the Tenant to flows.care in the twelve (12) months preceding the event giving rise to the liability, or, where the Tenant has paid no fees (including Demo Tenants), one thousand Saudi Riyals (SAR 1,000). Nothing in these Terms limits any liability that cannot be excluded under applicable law.

Each party will defend and indemnify the other against third-party claims arising from its breach of these Terms, its infringement of third-party intellectual property rights, or its violation of applicable law, subject to prompt notice, reasonable cooperation, and the indemnifying party's control of the defence and settlement.

Neither party is liable for failure or delay in performing its obligations to the extent caused by events beyond its reasonable control, including natural disasters, pandemics, acts of government, war, civil unrest, telecommunications or power outages, and disruptions to upstream service providers.

We may update these Terms from time to time. Material changes will be communicated to Tenant administrators by email and reflected in the "Last updated" date at the top of this page. Continued use of the Service after the effective date of the change constitutes acceptance of the updated Terms.

These Terms are governed by and construed in accordance with the laws of the Kingdom of Saudi Arabia, without regard to its conflict-of-laws rules.

The parties shall first seek to resolve any dispute by good-faith negotiation. If a dispute cannot be resolved within thirty (30) days, the dispute shall be submitted to the competent courts of Riyadh, Kingdom of Saudi Arabia, unless the parties agree in writing to submit the dispute to arbitration under the Saudi Centre for Commercial Arbitration (SCCA) Rules.

Notices to flows.care must be sent to [email protected]. Notices to a Tenant are validly delivered when sent to the email address on file for the Tenant administrator.

If any provision of these Terms is held to be invalid or unenforceable, that provision will be enforced to the maximum extent permitted by law, and the remaining provisions will remain in full force and effect. These Terms, together with any service agreement, order form, and the Data Processing Addendum (where applicable), constitute the entire agreement between the parties with respect to the Service and supersede all prior or contemporaneous understandings.

Where flows.care processes personal data on behalf of a Tenant, the parties agree to be bound by the flows.care Data Processing Addendum ("DPA"). The DPA is available to Tenants on request and forms part of these Terms once executed.

For questions about these Terms, contact flows.care at [email protected]. For privacy-specific questions, contact [email protected].