Patient Terms of Use

Credence Specialty Care/ Credence Digital Health

Credence Specialty Care/ Credence Digital Health provides online healthcare services to its registered patients through its web patient portal and mobile application. Use of these applications and access to the services provided through them are subject to acceptance of these Terms of Use.

By using this application, you confirm that you accept these Terms of Use and agree to be legally bound by them.

User Accounts

As a registered patient of Credence Specialty Care/ Credence Digital Health, you may access your patient account and the applicable services using the account credentials provided to you or created during registration.

Patients who self-register through the patient portal or mobile application may need to wait until their registration is verified and confirmed before the account becomes active. By registering, you agree that:

1. You are not impersonating another person and are registering and using the application under your true identity.
2. Your registration is subject to verification and confirmation by Credence Specialty Care/ Credence Digital Health, and your patient account may be activated only after such confirmation.
3. The personal information you provide during registration is true, accurate, current, and complete. You are responsible for periodically reviewing and updating your registration information so that it remains accurate and current.
4. Your username and password are personal to you. You must not disclose or share them with any third party. You are responsible for keeping your password confidential and must notify us immediately if you believe your credentials have been lost, stolen, compromised, or used without authorisation.
5. You are responsible for all activities carried out through your patient portal or mobile application account, regardless of whether you personally performed those activities. This includes unauthorised access to or use of your account or device where such access results from your failure to protect your credentials. To the extent permitted by applicable law, you release Credence Specialty Care/ Credence Digital Health from claims arising solely from a third party's unauthorised use of your account where such use was not caused by a failure of our security systems.
6. Family accounts linked to your account must be created only for minors or dependent family members who cannot reasonably operate an independent account and who have consented, where capable of providing consent, to your acting on their behalf. Family members who have their own phone number and/or email address and are capable of independently managing an account should create and operate their own patient account.
   
   You will receive notifications relating to linked family accounts and may be able to access information within those accounts. By creating a linked account for an adult dependent, you confirm that you have obtained the necessary consent and possess the appropriate authority to act on that person's behalf.
7. Credence Specialty Care/ Credence Digital Health reserves the right to deny, suspend, restrict, or revoke access to a user account in accordance with these Terms, applicable policies, and applicable law.
8. This application is a tool that enables patients to participate in their healthcare, use appointment scheduling and communication services, and access personal health records maintained by Credence Specialty Care/ Credence Digital Health.
9. All interactions between you and your healthcare provider through this application are governed by these Patient Terms of Use and any other applicable clinical, consent, or service terms.
10. As a user of the patient portal and/or mobile application, you agree to receive essential service-related communications through SMS, email, mobile push notifications, and WhatsApp, where enabled. You may be able to disable non-essential notifications through the notification settings available in your account. Essential transactional, security, appointment, and healthcare-related communications may continue where necessary.
11. You must not use any service or information available through the application for purposes other than managing your own personal health information, managing the health information of an immediate family member where you have valid authorisation, or communicating with healthcare providers of Credence Specialty Care/ Credence Digital Health.
12. You must seek immediate professional medical assistance in the event of a medical emergency or critical-care situation. You must not rely on the application to contact a healthcare provider during an emergency. The services provided through the application are intended to supplement, and not replace, appropriate in-person and emergency healthcare.
13. You agree that general media files, application resources, and other content required for the functioning of the application may be delivered to the devices you use to access the service.
14. As an online service, the application may occasionally become unavailable because of network, hosting, maintenance, infrastructure, technical, or other unforeseen issues. Credence Specialty Care/ Credence Digital Health will take reasonable steps to restore service but will not be liable for temporary periods of unavailability except where liability cannot be excluded under applicable law.
15. You must not use automated tools, bots, crawlers, scripts, or similar technologies on the application without prior written permission. You must not interfere with, overload, degrade, disrupt, or damage the application or its services. You must not compromise the privacy, confidentiality, integrity, availability, or security of user data.
16. You must not introduce malware, viruses, malicious code, ransomware, or other harmful material, or engage in phishing, social engineering, or similar activities intended to compromise the application, its users, or its services.
17. Use of this application does not make the technology vendor supporting the platform responsible for healthcare services, clinical decisions, diagnoses, treatments, prescriptions, or other services provided through the application. Use of the platform does not create an independent healthcare-provider relationship between you and the technology vendor.
18. Credence Specialty Care/ Credence Digital Health will make reasonable efforts to provide appropriate healthcare services. However, any service commitment or guarantee may be suspended or rendered void where a user is in material breach of these Terms and Conditions.
19. Either party may terminate the user's access to the application. Termination of the application account affects only access to the web patient portal and mobile application. It does not, by itself, terminate or otherwise affect any separate consultation, treatment, or patient-provider relationship with Credence Specialty Care/ Credence Digital Health.

Data

The website and mobile application of Credence Specialty Care/ Credence Digital Health use reasonable administrative, technical, and organisational security measures to protect the confidentiality, integrity, and security of user information. Personal information submitted during registration is encrypted during transmission and stored using appropriate security safeguards.

1. As described in the Privacy Policy, the application may store Personal Information, Personal Health Information, communications, and usage data, including but not limited to approximate location, device type, operating system, browser, date and time, and usage context, on cloud infrastructure hosted through Amazon Web Services and configured to support applicable data-protection and healthcare-security requirements.
2. You are responsible for the accuracy, integrity, and completeness of information that you enter manually, import from health-monitoring or sensor devices, or sync from external health or fitness accounts. Credence Specialty Care/ Credence Digital Health is not responsible for inaccurate, incomplete, delayed, or corrupted information originating from you, external devices, or third-party services.
3. Files uploaded to your Personal Health Record, including profile pictures, medical reports, images, and other attachments, are uploaded and stored using appropriate security safeguards within the application's cloud storage environment.
4. Information in your Personal Health Record may be accessed and modified by authorised healthcare providers and authorised personnel of Credence Specialty Care/ Credence Digital Health for the purpose of providing healthcare and related services to you.
5. Automated analysis of anonymised or non-identifiable patient information may be carried out to improve healthcare services, operational efficiency, patient outcomes, and service quality.

Video Consultations

1. Appointment Timing

   You may specify a preferred time for a video consultation. However, Credence Specialty Care/ Credence Digital Health may schedule the consultation at an alternative time based on the availability of the healthcare provider. You may request rescheduling if the proposed time is not convenient.

   Medical emergencies and clinical duties may occasionally prevent a healthcare provider from joining at the scheduled time. In such cases, the consultation may be delayed or rescheduled in coordination with you.

2. Consultation Duration

   The duration of a video consultation will be determined by the healthcare provider based on clinical requirements. Credence Specialty Care/ Credence Digital Health and the healthcare provider reserve the right to conclude the consultation when reasonably appropriate.

   If a healthcare provider must end a consultation unexpectedly because of a medical emergency or urgent clinical obligation, a further session may be scheduled at an alternative time where appropriate.

3. Video and Audio Quality

   The quality of a video consultation depends on the internet connection, device, camera, microphone, speakers, and other equipment used by both the patient and healthcare provider. You are responsible for ensuring that your equipment, environment, and internet connection are suitable for an online video consultation.

   A consultation that cannot be completed because of inadequate equipment, connectivity, or conditions on the patient's side may not be eligible for free rescheduling or a refund, subject to the applicable cancellation and refund policy.

4. Privacy, Security, and Conduct

   You should prepare for the video consultation and participate from a quiet, private, and appropriately lit location. Only the patient should ordinarily be present. A parent, legal guardian, caregiver, interpreter, or support person may be present where reasonably required and with the patient's consent, where applicable.

   You must not record, photograph, stream, reproduce, or distribute any part of the consultation without the prior consent of all participants and where permitted by applicable law.

   Patients, caregivers, and other participants must behave respectfully and appropriately throughout the consultation. Abusive, threatening, unlawful, indecent, or disruptive conduct may result in immediate termination of the session without refund or rescheduling.

5. Nature and Limitations of Video Consultation

   Video consultations must not be used for medical emergencies, critical medical conditions, or situations requiring immediate physical examination or intervention. Video consultations may be suitable for selected follow-ups, preliminary assessments, counselling, review of reports, medication discussions, and other services considered clinically appropriate by the healthcare provider.

Text-Based or Question-Based Consultations

1. Reasonable efforts will be made to respond within the indicated response time. You must not delay seeking direct medical attention from your healthcare provider or the nearest appropriate healthcare facility while waiting for a response.
2. Asking a medical question of a healthcare provider with whom you do not have an existing clinical relationship does not necessarily establish a doctor-patient relationship. A general response may constitute informational guidance only and may need to be verified with your own treating healthcare provider.
3. You must not start, stop, or change any medication, treatment plan, dosage, investigation, or other healthcare measure without confirmation from an appropriately qualified healthcare provider. General information provided through a text or question-based service does not constitute a prescription, diagnosis, or treatment plan unless it is expressly issued as such by an authorised healthcare provider in accordance with applicable law and professional standards.
4. In an emergency, contact emergency services, your treating healthcare provider, or the nearest appropriate hospital immediately.
5. Credence Specialty Care/ Credence Digital Health is not responsible for adverse outcomes caused by inaccurate, incomplete, misleading, withheld, or delayed information provided by the user. You must provide complete and accurate information so that the healthcare provider can give an appropriate response.
6. The stated response time refers to the initial response unless expressly stated otherwise. Follow-up messages may require a similar response period.
7. Charges for text-based or question-based consultations are governed by the applicable payment terms displayed through the patient portal or mobile application.

Payments

1. Consultation and service fees for services booked or accessed through the web and mobile applications must be paid in accordance with the payment terms displayed for the relevant service. Offline payment may be supported for selected services. Please contact Credence Specialty Care/ Credence Digital Health for details.
2. New services may be introduced from time to time. Applicable charges and payment terms will be communicated when such services become available.
3. Healthcare providers and Credence Specialty Care/ Credence Digital Health reserve the right to revise consultation and service fees. The fee applicable to a transaction will be the fee displayed or communicated at the time the service is booked or used.
4. Payments made for remote-monitoring plans, subscriptions, packages, or similar services may be non-refundable if you choose to discontinue the service, subject to applicable law and any specific refund policy communicated at the time of purchase.

Privacy Policy

Credence Specialty Care/ Credence Digital Health

Data within this application may be created by authorised healthcare providers of Credence Specialty Care/ Credence Digital Health or by you, the patient, after you log in using an authorised user account.

Information collected when you use our web patient portal and mobile application may include the following:

1. Personal Information

   Personal Information includes your name, email address, and/or phone number provided during registration. It may also include your profile picture, address, and any other personally identifiable information that you choose to add to your account profile.

2. Personal Health Information

   Personal Health Information includes information entered into a patient's Personal Health Record by the patient or by authorised healthcare providers and personnel of Credence Specialty Care/ Credence Digital Health.

   This may include:

   • Age and gender
   • Known health conditions
   • Medications and allergies
   • Vaccination history
   • History of surgeries or procedures
   • Health goals
   • Health journal entries
   • Information entered into health trackers
   • Medical reports and files uploaded to the health profile

   Health-tracking information may be entered manually or imported by syncing the application with health-monitoring devices or external health and fitness accounts.

   Importing data from third-party services, including but not limited to Google Fit and Apple Health, requires you to authorise access before the information can be added to your health record.

3. Operations and Usage Data

   To enhance the user experience, provide functionality, maintain secure audit records, improve services, and monitor service usage, the application may use cookies, server logs, analytics, and similar technologies.

   Operations and usage data may include:

   • Usage context
   • Approximate location
   • Device type
   • Operating system
   • Browser type
   • Date and time of access
   • Application activity and diagnostic information

4. Cookies Usage Policy

   Cookies may be used to save user preferences, preserve session settings, support authentication where permitted by your settings, maintain security, and enable other application functions.

   You may disable cookies through your browser settings. However, doing so may prevent certain features or services from functioning properly.

5. Data Storage Location

   Data is stored on cloud infrastructure hosted through Amazon Web Services and configured to support applicable data-protection and healthcare-security requirements. Appropriate encryption is used for data in transit and at rest, including AES encryption where applicable.

   The application does not intend to permanently store Personal Health Information on your mobile device. The cloud infrastructure is protected through access controls, firewalls, encryption, monitoring, and other appropriate security safeguards.

6. Access to Health Records

   Information in your Personal Health Record may be accessed and modified by authorised healthcare providers and authorised personnel of Credence Specialty Care/ Credence Digital Health solely for the purpose of providing healthcare and related services to you.

Use of Information

Personal Information and Personal Health Information added through the application by patients or healthcare providers will not be shared, disclosed, or displayed except to authorised healthcare providers, authorised personnel, contracted service providers, or other parties permitted under this Privacy Policy or applicable law.

Authorised healthcare providers and personnel may update the records of patients under their care by:

• Updating the patient's health profile
• Uploading medical reports
• Adding consultation or review notes
• Recording health goals
• Providing monitoring feedback
• Adding information relevant to the healthcare services being provided

Credence Specialty Care/ Credence Digital Health may suspend, restrict, or terminate a patient account in accordance with its Terms of Use, applicable policies, and legal obligations.

You may request deletion of your user account. Subject to applicable legal, regulatory, clinical, medical-record-retention, taxation, audit, and financial-record requirements, the account and associated information will be deleted or anonymised.

Credence Specialty Care/ Credence Digital Health may retain records that it is legally or professionally required to retain, including billing, taxation, audit, medical, consent, prescription, and regulatory records.

In the event of a Personal Data Breach that requires notification under applicable law, affected users and/or the appropriate authorities will be notified as required.

Contact Information and Communications

The platform may send you emails, SMS messages, mobile notifications, WhatsApp messages, or other communications in accordance with your notification settings and as necessary for the services you use.

These communications may include:

• Appointment booking information and reminders
• Consultation and review notifications
• Prescription, report, and treatment-related notifications
• Account verification and security messages
• Service updates
• Customer-support communications

During registration, you may be required to verify your email address and/or phone number.

We may also use your contact information to provide information about our services. You may opt out of non-essential promotional communications by changing the applicable notification settings or using an unsubscribe option provided in the communication.

Essential security, transactional, appointment, and healthcare-related communications may continue even where promotional communications have been disabled.

Your contact information will not be shared with third parties except where necessary to provide requested services, process payments, deliver communications, host or secure the platform, comply with legal obligations, protect legitimate interests, or where you have provided consent.

Anonymised and Aggregated Data

Credence Specialty Care/ Credence Digital Health may analyse anonymised and aggregated information collected through the services for purposes including:

• Evaluating healthcare outcomes
• Understanding healthcare needs and service-use patterns
• Improving healthcare and digital services
• Measuring the effectiveness of services and content
• Conducting statistical, research, quality, and operational analysis

Properly anonymised and aggregated information that cannot reasonably be used to identify an individual is not treated as Personal Information under this Privacy Policy.

User Account Responsibilities

You are responsible for maintaining the confidentiality of your password, login credentials, and account information. You are also responsible for activities carried out through your account and must notify Credence Specialty Care/ Credence Digital Health immediately if you become aware of unauthorised access or use.

To the extent permitted by applicable law, Credence Specialty Care/ Credence Digital Health will not be responsible for losses caused by a user's failure to safeguard account credentials, except where the unauthorised access results from a failure of our systems or security obligations.

Technology vendors and service providers supporting the platform are required to comply with the contractual, security, confidentiality, and legal obligations applicable to the services they provide.

Disclosure of Information

We may disclose information to government authorities, regulators, courts, or law-enforcement officials where we reasonably believe disclosure is necessary:

• To comply with applicable law or legal proceedings
• To respond to a lawful government, court, or regulatory request
• To prevent, investigate, or stop illegal or fraudulent activity
• To prevent unethical or legally actionable conduct
• To protect your rights, safety, or property
• To protect the rights, safety, property, systems, or services of Credence Specialty Care/ Credence Digital Health or others

Credence Specialty Care/ Credence Digital Health may suspend, deactivate, restrict, or delete an account that violates the Terms of Use, subject to applicable legal and record-retention requirements.

Transmission and Storage Security

Data is stored on cloud infrastructure hosted through Amazon Web Services and managed using reasonable administrative, technical, and organisational security measures.

Appropriate safeguards are used to protect Personal Information and Personal Health Information during transmission over the internet and while stored within the platform.

No method of internet transmission or electronic storage can be guaranteed to be completely secure. Although we take reasonable measures to protect information, we cannot guarantee absolute security against every possible cyberattack, unauthorised access, system failure, or other security event.

You should use secure devices, protect your login credentials, maintain current security software, and avoid accessing your account through unsecured networks or shared devices.

Restriction on the Basis of Age

Users independently registering for and operating a patient account are generally expected to be at least 18 years of age.

Parents, legal guardians, caregivers, and authorised healthcare providers may provide, access, or store information on behalf of minors, children, or persons under guardianship where permitted by law.

Any person submitting information on behalf of a minor or person under guardianship confirms that they have the legal authority or valid consent required to provide, use, access, and transmit that information.

Force Majeure

To the extent permitted by applicable law, Credence Specialty Care/ Credence Digital Health will not be responsible for loss, damage, interruption, delay, corruption, unauthorised use, or unavailability of information or services where caused by an event beyond its reasonable control.

A Force Majeure Event may include, without limitation:

• Fire, flood, explosion, earthquake, or other natural disaster
• Epidemic, pandemic, or public-health emergency
• War, terrorism, riot, civil commotion, or insurrection
• Government action, legal restriction, or regulatory intervention
• Strikes, lockouts, or industrial action
• Power, telecommunications, internet, or cloud-service failure
• Sabotage or widespread infrastructure disruption
• Cyberattack, hacking, malware, ransomware, denial-of-service attack, or unauthorised access despite reasonable security safeguards
• System failure, software defect, computer crash, or security failure outside reasonable operational control

This clause does not exclude responsibility where liability cannot lawfully be excluded or where an event was caused by a failure to implement reasonable safeguards required under applicable law.

Changes to This Privacy Policy

This Privacy Policy may be updated from time to time as our services, technology, operational practices, or legal obligations evolve.

When changes are made, the revised Privacy Policy will be posted on the applicable website or application. Unless otherwise stated, the revised policy will take effect when it is published.

Where required by law, we may provide additional notice or seek consent before a material change takes effect.

This Privacy Policy applies while you remain a registered user of the web patient portal, mobile application, or related digital healthcare services of Credence Specialty Care/ Credence Digital Health.