Neogenic Terms of Service

1. Who these terms are between

1.1 These terms are between Scality Ltd (company HE459172, registered in Cyprus at Attikis 3, City Residences 1, 6045 Larnaca, Cyprus; VAT CY60062286C), which provides Neogenic ("we"), and the clinic or business whose authorized person accepts them during onboarding ("you").

1.2 These terms, the Data Processing Agreement (DPA) and the subprocessor list form the whole agreement. The DPA takes priority on the protection of personal data. Marketing pages and demos do not change what is agreed.

1.3 The person accepting confirms they are authorized to bind the clinic. We record who accepted, when, and which version.

2. The service

2.1 Neogenic is software for running a clinic's operations: contacts and leads, companies, opportunities and pipelines, tasks, scheduling and appointments, forms, content, communications, invoices and receipts to your clients, payment records, online card payments through your own Stripe account, invoice links for your clients, memberships and plans for your clients, and Neo, an AI assistant that acts within each staff member's permissions. The features available to you are those shown in the product.

2.2 We provide the service with reasonable care and skill. We may improve and change it. We give at least 30 days' notice of a change that materially reduces a feature you use or changes how we process personal data. Urgent security fixes may apply immediately, with an explanation afterwards.

2.3 Version 1 scope: the service is provided without patient-record, clinical or health-data features. You must not enter or collect health information (symptoms, conditions, diagnoses, treatments received, medical history, clinical notes, patient files or lab results), including through forms, notes, messages, Neo, or the descriptions, references and custom fields on invoices, receipts, credit notes, payment records, memberships and plans, until a later version of these terms and the DPA that covers it has been accepted.

3. Your account, users and acceptable use

3.1 You choose who uses Neogenic and what each person may do, using the roles and permissions in the product. Each person uses their own login and keeps it secure. Access to one clinic never grants access to another.

3.2 You keep your clinic details, privacy contact and security-incident contact current in the product.

3.3 You and your users must not bypass access controls, upload malicious content, attempt to access other customers' data, or use the service unlawfully. Do not send patient files, passwords or private links to support.

3.4 Prohibited AI uses. You must not use Neogenic or Neo for any practice prohibited by Article 5 of the EU Artificial Intelligence Act. This includes: manipulating or deceiving people in ways that are likely to harm them; exploiting a person's age, disability or social or economic situation; scoring people's trustworthiness or social behaviour; inferring the emotions of staff or students; sorting people by biometric data to infer sensitive characteristics; and building facial-recognition databases from scraped images.

3.5 Decisions about people. You must not use Neo to make a decision that has a legal or similarly significant effect on a person, such as hiring, dismissal or refusing a service, without review by a member of your staff.

3.6 Messaging. You send marketing only to people you may lawfully contact, and you do not use Neogenic to send unsolicited bulk messages.

3.7 Security testing. You do not probe, scan or test the security of Neogenic without our written permission. To report a vulnerability, follow our vulnerability disclosure page.

3.8 A serious breach of sections 2.3 or 3.3 to 3.7 is unlawful use under section 10.2.

4. Your data and your responsibilities

4.1 You own your data. We use it only to provide the service to you, as set out in the DPA. We do not sell it, use it for our own marketing, or use it to train AI models.

4.2 You are the controller of the personal data you put into Neogenic. You are responsible for having a lawful basis for it, including for marketing, for giving people the notices they need, and for honouring objections and unsubscribes. Neogenic's unsubscribe and suppression features help you do this.

4.3 You can export your data at any time using the product's export functions, or by asking us; we provide a requested export in a usable format within 30 days.

4.4 Invoices to your clients, and their payments to you. You decide what you charge your clients, what each invoice says and which tax applies. You are responsible for your invoices meeting the invoicing and tax rules that apply to you.

4.5 Describe each service in neutral words that reveal nothing about a person's health, for example "Consultation, 30 minutes" or "Gold membership". Do not enter a diagnosis, a condition, a symptom or the medical reason for a service (section 2.3).

4.6 Your staff record in Neogenic the payments you take yourself, for example in cash, by card terminal or by bank transfer.

4.7 Online card payments. If your Owner or an Admin connects your clinic's own Stripe account, your clients can pay invoices, including membership invoices, by card on Stripe's payment page. Your agreement for these payments is with Stripe, and the payments go to your Stripe account. Card details are entered only on Stripe's page: Neogenic never receives or stores card numbers. Refunds of card payments are made through your Stripe account. Your Owner or an Admin can disconnect your Stripe account at any time.

4.8 Invoice links. Your staff can send a client a link to view, download or pay an invoice or receipt. We send the link only to the email address on the invoice. The email shows your clinic's name and contact details, the type of document, its number, the link and its expiry date. It shows no amounts, services or attachments. The link expires 7 days after it is sent. Your client opens it with a 6-digit code that we email to them, which is valid for 10 minutes; the client can then use the link for up to 60 minutes. Before a link is sent, your staff see the exact recipient address, and a link is not sent if that address changed.

4.9 An invoice, receipt or credit note is issued when your staff finalise it and it receives its number. After that, nobody can edit it in the product. You correct an issued invoice with a credit note, and a payment record with a refund or a cancellation; the original stays on record. If health information or other data excluded by section 2.3 reaches an issued document, we remove it at your request and keep a record that we did.

4.10 Your issued invoices, receipts and credit notes are your accounting records. You keep them for as long as the law requires you to. You can export them at any time with the product's export functions or by asking us (section 4.3). When the service ends, we delete them after the export period, so export them before then (section 10).

4.11 Memberships and plans for your clients. You set the terms of the memberships and plans you offer your clients, and you agree those terms with your clients. Neogenic keeps the memberships and plans your staff set up, with their payment schedules and the sessions or credits used.

5. Neo and other AI features

5.1 Neo is an AI assistant. It can make mistakes. Review what it produces before relying on it or sending it to anyone.

5.2 Neo helps with administrative and operational work. It is not designed or permitted for diagnosis, treatment decisions, or interpreting clinical or lab results, and you must not use it for those purposes.

5.3 Neo acts only within the signed-in staff member's permissions. Changes that are hard to undo, such as deleting, archiving or publishing, ask for the person's approval first.

5.4 AI features use the providers listed on the subprocessor list, under terms that do not allow them to train on your data.

6. Connected accounts

6.1 If you connect a Google or Microsoft account, Neogenic acts on it only as you instruct, within the permissions you grant. You can disconnect at any time. Your contract with that provider stays between you and them.

6.2 If your Owner or an Admin connects a Stripe account, Neogenic sends Stripe what each payment needs (the email address on the invoice, the invoice number, the amount, the currency and our own reference numbers) and receives the payment's result. Your agreement with Stripe stays between you and Stripe.

7. Price and payment

7.1 Your fees are those of the plan or written offer you accept, in the product or in an order confirmation. Any free, trial or discounted period is stated in that plan or offer. We never charge you without an accepted plan or offer.

7.2 We give at least 30 days' notice of a price change, and you may leave before it applies.

7.3 Late payment. Our invoices to you are due on the terms of the plan or offer you accepted. If an invoice is unpaid 14 days after its due date, we send you a written reminder. If it is still unpaid 14 days after that reminder, we may suspend access to the service. You can still export your data while suspended. If payment is not made within 30 days of suspension, we may end the service under section 10. Unpaid fees remain owed.

8. Support and incidents

8.1 Support is available 08:00–20:00, Monday to Saturday, Cyprus time, at support@neogenic.ai. Support hours are not a guaranteed response time.

8.2 Report security issues to security@neogenic.ai. Urgent security or data incidents are handled outside support hours as well. We notify your incident contact of a personal-data breach affecting your data without undue delay, and within 48 hours of becoming aware of it, as set out in the DPA.

9. Confidentiality and intellectual property

9.1 Each side keeps the other's non-public information confidential and uses it only for this agreement.

9.2 We own the Neogenic software. You may use it for your clinic's operations while these terms apply. You keep all rights in your data and content.

9.3 We will not use your name or logo publicly without your permission.

10. Ending the service and switching provider

10.1 You may stop using Neogenic at any time by notifying us. We may end the service with 60 days' notice, or sooner if you seriously breach these terms and do not fix the breach within 15 days of our written notice.

10.2 We may suspend access only for late payment under section 7.3, or as far as needed to deal with a serious security threat or unlawful use. We tell you why, and we restore access when the reason ends. Suspension never blocks you from exporting your data.

10.3 After the service ends you have 30 days to export your data. Conversations with Neo are included if you ask for them before the service ends; otherwise they are deleted when it ends. We then delete the rest as set out in the DPA; backups expire on their normal schedule and are not restored into use. Exporting or switching to another provider carries no charge.

10.4 Switching (EU Data Act). You may ask at any time to move your data to another provider or to your own systems, or to have it erased. We require no minimum notice, and never more than two months.

10.5 Transition period. From your request, or from the date you choose, we complete the switch within 30 days. During that time we help you and any provider you name with reasonable assistance, keep the service running with the same security, and tell you of any risk to continuity that we know of. If the switch cannot technically be completed in 30 days, we tell you within 14 working days, with the reasons and a new date that is at most seven months after your request. You may extend the transition period once.

10.6 What you can take with you. All data that you and your users entered or that your use of Neogenic generated: contacts, companies, opportunities and pipelines, tasks, appointments, calendars and scheduling settings, forms and their submissions, notes, email and message history, content and Library items, files, invoices, receipts, credit notes, payment records, memberships and plans, conversations with Neo on request, and your clinic's settings, roles and permissions. We provide records as CSV or JSON and files in their original format. Our software, its internal configuration and our security logs are not part of the export.

10.7 Retrieval and erasure. After the transition period you have at least 30 days to retrieve your data. We then erase all of it, except a copy that EU or Member State law requires us to keep, and confirm the erasure in writing to your privacy contact.

10.8 Where your data is held. The countries where your data is stored and processed, and the safeguards for any processing outside the EEA, are on the subprocessor list.

11. Liability

11.1 Nothing in these terms limits liability that cannot be limited by law, or your rights under data-protection law.

11.2 Otherwise, each party's total liability under these terms is limited to the greater of the fees you paid in the 12 months before the claim and €5,000. Neither party is liable for indirect or consequential loss, or lost profit.

11.3 This limit does not apply to fees you owe us.

12. Changes to these terms

12.1 We may publish a new version of these terms or the DPA. We tell you at least 30 days before it applies, and your Owner or Admin accepts it in the product. A version that adds new kinds of processing, such as health data, applies only once accepted. Your Owner or Admin may accept a new version as soon as we publish it; it then applies to your clinic from that acceptance.

13. General

13.1 Formal notices go to your privacy contact by email, and to us at legal@neogenic.ai.

13.2 These terms are governed by the laws of the Republic of Cyprus, and the courts of Cyprus have jurisdiction. This does not remove any mandatory protection you have under the law of your own country.

13.3 If part of these terms is unenforceable, the rest still applies.

Other earlier versions: Version 9 (22 October 2026), Version 8 (16 October 2026), Version 6 (15 October 2026), Version 4 (1 October 2026), Version 3 (30 September 2026), Version 2 (30 September 2026), Version 1 (24 September 2026)