Terms & Policies

Terms and Conditions

1. About KeptCare

KeptCare is a cloud-based Customer Relationship Management (CRM) platform built exclusively for medical practices. KeptCare is operated by KeptCare (Pty) Ltd, a company registered in the Republic of South Africa. By accessing or using the KeptCare platform, you agree to be bound by these Terms and Conditions.

2. Definitions

"Service" means the KeptCare CRM platform and all associated features, tools, and automations.
"Subscriber" means any individual, practice, or entity that has registered for and is paying for access to the Service.
"Subscription Plan" means the tier of service selected by the Subscriber (Starter, Growth, or Practice Pro).
"Patient Data" means any personal information relating to patients that is processed through the Service.
"Agreement" means these Terms and Conditions together with any applicable order form or subscription agreement.

3. Acceptance of Terms

By registering for a KeptCare account, clicking "I Agree," or using any part of the Service, you confirm that:

• You are authorised to enter into this Agreement on behalf of your practice or organisation.
• You have read, understood, and agree to be bound by these Terms and Conditions.
• You agree to comply with all applicable South African laws and regulations, including the Protection of Personal Information Act 4 of 2013 (POPIA) and the Consumer Protection Act 68 of 2008 (CPA).

4. Subscription and Access

4.1 KeptCare offers the following subscription tiers:

• Starter Plan — R3,500 per month (approx. $90 USD)
• Growth Plan — R5,000 per month (approx. $149 USD)
• Practice Pro Plan — R7,000 per month (approx. $249 USD)

4.2 A once-off setup fee of R2,480 (approx. $149 USD) applies to all new subscriptions unless expressly waived in writing by KeptCare.

4.3 Subscriptions are billed monthly or annually in advance. Annual subscribers receive the setup fee waived as a benefit.

4.4 USD pricing is indicative. Where billing occurs in ZAR, the rand equivalent at the prevailing exchange rate at time of billing applies.

4.5 KeptCare reserves the right to amend pricing with 30 days written notice to existing Subscribers.

5. Free Trial

5.1 KeptCare offers a 14-day free trial on the Growth Plan for new Subscribers.

5.2 No credit card or payment method is required to commence a free trial.

5.3 At the end of the trial period, access will be suspended unless the Subscriber elects to convert to a paid plan.

5.4 KeptCare reserves the right to modify or discontinue the free trial offering at any time.

6. Subscriber Obligations

The Subscriber agrees to:

• 6.1 Provide accurate and complete information during registration and keep that information updated.
• 6.2 Use the Service only for lawful purposes and in accordance with these Terms.
• 6.3 Ensure that all use of the Service complies with POPIA, including obtaining appropriate patient consent for communications sent via the platform.
• 6.4 Not share login credentials with unauthorised third parties.
• 6.5 Not attempt to reverse engineer, copy, resell, or sublicense any part of the Service.
• 6.6 Promptly notify KeptCare of any suspected unauthorised access to their account.

7. Data and Privacy

7.1 KeptCare processes personal information in accordance with its Privacy Policy, which is incorporated into these Terms by reference.

7.2 Patient data processed through the platform remains the property of the Subscriber. KeptCare acts as an operator under POPIA and processes patient data only on the documented instructions of the Subscriber.

7.3 KeptCare stores all data on Africa-region servers (AWS Cape Town or equivalent) and does not transfer patient data outside of South Africa without the explicit consent of the Subscriber.

7.4 KeptCare maintains appropriate technical and organisational measures to protect personal information against unauthorised access, loss, or destruction.

7.5 In the event of a data breach affecting patient data, KeptCare will notify the Subscriber within 72 hours of becoming aware of the breach, in accordance with POPIA requirements.

8. Intellectual Property

8.1 All intellectual property in the KeptCare platform, including software, design, content, and trademarks, remains the exclusive property of KeptCare (Pty) Ltd.

8.2 Subscribers are granted a limited, non-exclusive, non-transferable licence to use the Service for the duration of their active subscription.

8.3 Subscriber data remains the property of the Subscriber at all times.

9. Limitation of Liability

9.1 KeptCare provides the Service on an "as is" and "as available" basis. While we strive for maximum uptime and reliability, we do not guarantee uninterrupted or error-free access.

9.2 To the maximum extent permitted by applicable law, KeptCare shall not be liable for any indirect, incidental, consequential, or special damages arising from the use of or inability to use the Service.

9.3 KeptCare's total aggregate liability to any Subscriber shall not exceed the total subscription fees paid by that Subscriber in the three months immediately preceding the event giving rise to the claim.

9.4 Nothing in these Terms limits KeptCare's liability for fraud, gross negligence, or any liability that cannot be excluded under applicable law.

10. Warranties and Disclaimers

10.1 KeptCare warrants that the Service will perform materially in accordance with its published documentation during the subscription term.

10.2 KeptCare does not warrant that the Service will meet every specific requirement of the Subscriber or that it will integrate with all third-party systems without configuration.

10.3 KeptCare is not a healthcare provider and does not provide medical, clinical, or regulatory compliance advice. Subscribers remain solely responsible for the clinical and regulatory compliance of their practices.

11. Amendments to Terms

KeptCare reserves the right to update these Terms and Conditions at any time. Subscribers will be notified of material changes by email at least 30 days before changes take effect. Continued use of the Service after that date constitutes acceptance of the updated Terms.

12. Governing Law

These Terms and Conditions are governed by the laws of the Republic of South Africa. Any disputes arising from or related to these Terms shall be subject to the jurisdiction of the South African courts.

13. Contact

KeptCare (Pty) Ltd
Email: legal@keptcare.co.za
Website: www.keptcare.co.za

Refund Policy

Effective Date: 1 August 2025

1. Free Trial

KeptCare offers a 14-day free trial with no payment required. No refund is necessary during the trial period as no charge is made.

2. Monthly Subscriptions

2.1 Monthly subscription fees are billed in advance and are non-refundable once the billing cycle has commenced.

2.2 If a Subscriber cancels their monthly subscription, access to the Service will continue until the end of the current billing period. No partial refunds will be issued for unused days within a billing cycle.

3. Annual Subscriptions

3.1 Subscribers on annual plans who cancel within the first 30 days of their initial annual subscription are entitled to a pro-rata refund for the unused months remaining, less any applicable setup fees and the value of the two free months included in the annual plan benefit.

3.2 After 30 days, annual subscription fees are non-refundable. Access will continue until the end of the annual subscription period.

4. Setup Fee

4.1 The once-off setup fee is non-refundable once the onboarding process has commenced.

4.2 Where the setup fee has been waived as part of a promotion or annual plan, no refund of the waived amount applies.

5. Exceptional Circumstances

5.1 In exceptional circumstances — such as a verified technical failure on KeptCare's part that rendered the Service substantially unusable for an extended period — KeptCare may, at its sole discretion, offer a service credit or partial refund.

5.2 Refund requests on this basis must be submitted in writing to billing@keptcare.co.za within 14 days of the incident.

6. Consumer Protection Act

Nothing in this Refund Policy limits or excludes any rights the Subscriber may have under the Consumer Protection Act 68 of 2008 or any other applicable South African legislation.

Cancellation Policy

Effective Date: 1 August 2025

1. How to Cancel

Subscribers may cancel their KeptCare subscription at any time by:

• Logging into their account and selecting Settings → Subscription → Cancel Plan, or
• Sending a written cancellation request to support@keptcare.co.za from the registered account email address.

2. Monthly Subscriptions

2.1 Cancellation of a monthly subscription takes effect at the end of the current billing cycle.

2.2 The Subscriber retains full access to the Service until the end of the paid period.

2.3 No charges are made after the cancellation date.

3. Annual Subscriptions

3.1 Annual subscriptions may be cancelled at any time. Cancellation takes effect at the end of the annual subscription period.

3.2 Early cancellation of an annual plan does not entitle the Subscriber to a refund of prepaid fees, except as provided in the Refund Policy above.

4. Data After Cancellation

4.1 Following cancellation, Subscriber data will be retained on KeptCare's servers for 30 days to allow for data export.

4.2 After 30 days, all Subscriber data — including patient data — will be permanently deleted from KeptCare's systems.

4.3 Subscribers are strongly encouraged to export their data before the cancellation date. KeptCare provides a full data export function within the platform at no additional cost.

5. Reactivation

5.1 Subscribers who cancel and wish to reactivate within 30 days may do so without losing their data.

5.2 Reactivation after 30 days will be treated as a new subscription and a new setup fee may apply.

6. Termination by KeptCare

6.1 KeptCare reserves the right to suspend or terminate a Subscriber's account immediately and without notice in the event of:

• Breach of these Terms and Conditions
• Non-payment of subscription fees after reasonable notice
• Use of the Service for unlawful purposes
• Any activity that poses a risk to the security or integrity of the platform or other users' data

6.2 In the event of termination by KeptCare due to non-breach, the Subscriber will receive a pro-rata refund of prepaid fees for the unused subscription period.

Delivery Policy

Effective Date: 1 August 2025

1. Nature of Service Delivery

KeptCare is a software-as-a-service (SaaS) platform. There are no physical goods delivered. Service delivery is entirely digital and conducted via the KeptCare web platform and mobile application.

2. Account Activation

2.1 Upon successful registration and payment (or commencement of a free trial), Subscribers will receive access to the KeptCare platform within 24 hours of account confirmation.

2.2 Login credentials and platform access details will be delivered to the registered email address provided at signup.

2.3 KeptCare will send a confirmation email containing:

• Account login details
• A link to the onboarding guide
• Contact details for the dedicated onboarding team

3. Onboarding

3.1 All paid plans include a dedicated onboarding session conducted via video call.

3.2 Onboarding sessions are scheduled within 48 hours of the first payment being received.

3.3 The onboarding session covers platform setup, automation configuration, and staff training tailored to the Subscriber's practice type and specialty.

4. Platform Availability

4.1 KeptCare targets a platform uptime of 99.5% measured on a monthly basis.

4.2 Scheduled maintenance will be communicated to Subscribers at least 24 hours in advance via email and in-platform notification.

4.3 KeptCare's automated sequences and patient communication features operate on KeptCare's servers and will continue to function independently of the Subscriber's local internet connectivity or power availability.

5. Support

5.1 Technical support is available to all paid Subscribers via:

• Email: support@keptcare.co.za
• In-platform live chat during business hours (Monday to Friday, 08:00–17:00 SAST)

5.2 Practice Pro plan Subscribers receive priority support with a guaranteed response time of 4 business hours.

6. Geographic Availability

6.1 KeptCare is available to medical practices across South Africa and East Africa including Kenya, Tanzania, and Uganda.

6.2 Subscribers outside South Africa may be subject to different billing currencies and localised onboarding support. Contact sales@keptcare.co.za for regional pricing.