Appointify platform terms.

Appointify provides practice administration tools for bookings, messaging, documents, billing workflows, and related patient communication. Practitioners and practices remain responsible for clinical care, patient relationships, billing decisions, consent, and record-keeping.

These terms are a public summary. If your practice has a signed subscription agreement, quote, data-processing agreement, or other written agreement with Appointify, that written agreement controls where it differs from this page.

POPIA is important to Appointify. The platform handles personal information and may handle health, contact, billing, communication, and appointment information. Health information is sensitive and must be handled with extra care.

Unless a signed agreement says otherwise, the practice is the responsible party for patient personal information and Appointify acts as an operator when it processes that information on the practice's behalf. The practice remains responsible for having a lawful basis to collect and use patient information, giving appropriate notices, managing patient consent where required, and meeting clinical record-keeping obligations.

Appointify will use reasonable technical and organisational safeguards to protect personal information processed through the platform. Access should be limited to authorised staff, and each practice must keep its user accounts, devices, passwords, and staff access up to date.

Where a patient or other data subject asks to access, correct, delete, or object to processing of their personal information, Appointify may assist the practice where the request relates to data held in the platform. Some records may need to be retained where required for clinical, legal, accounting, security, or dispute purposes.

If Appointify becomes aware of a security compromise affecting personal information in the platform, Appointify will take reasonable steps to investigate, contain the issue, and support any notifications required under POPIA. The practice remains responsible for notifications it must make as the responsible party unless a written agreement says otherwise.

Appointify may use trusted third-party providers for hosting, authentication, email, WhatsApp or SMS messaging, video links, payments, analytics, storage, support, and AI-assisted features. These providers may process limited information needed to provide those services.

Some providers may process or store information outside South Africa. Where this happens, Appointify will take reasonable steps to use appropriate contractual, technical, and organisational safeguards for the information being processed.

Practices should not connect third-party services, templates, phone numbers, payment accounts, or communication channels unless they have the authority to do so and understand the privacy and patient-communication impact.

Appointify may include AI-assisted features for drafting, routing, summarising, booking support, and patient communication. AI output should be reviewed by an authorised person before it is used for clinical decisions, clinical documents, billing decisions, or sensitive patient communication.

Appointify is not an emergency service, medical device, or substitute for professional clinical judgement. Practices must set clear escalation rules, emergency wording, and human review points for patient-facing workflows.

When WhatsApp, email, SMS, or other messaging channels are used, the practice is responsible for deciding what information is appropriate to send through those channels and for obtaining any required patient consent.

Each practice must ensure that only authorised users access its workspace. Shared logins should be avoided, and access should be removed when a staff member no longer needs the platform.

Users may not misuse Appointify, attempt to access another practice's data, bypass security controls, upload unlawful or harmful content, interfere with the platform, or use the platform in a way that breaches privacy, healthcare, messaging, payment, or professional rules.

Appointify may restrict, suspend, or remove access where needed to protect patients, practices, the platform, or third-party services; where invoices are overdue; or where these terms or a written agreement are materially breached.

Appointify aims to keep the platform available and reliable, but availability can be affected by maintenance, internet connectivity, third-party services, user devices, messaging providers, payment providers, cloud providers, or events outside Appointify's control.

Features may be added, changed, paused, or removed over time. Appointify will try to avoid unnecessary disruption and will communicate material changes where appropriate.

The practice is responsible for maintaining its own operational fallbacks for urgent patient communication, clinical care, billing, and record access if the platform or a connected service is unavailable.

Subscriptions are billed in advance for the applicable billing period unless Appointify has agreed otherwise in writing. A practice may request cancellation in writing through its Appointify account contact or the contact channel provided in its signed agreement.

Cancellation normally takes effect at the end of the current paid billing period. Fees already paid for the active billing period, setup, configuration, training, or custom work are not refundable once access has been provided or work has started, except where Appointify confirms a billing error or agrees otherwise in writing.

If there is a duplicate charge, incorrect charge, or paid service that Appointify did not provide, Appointify will investigate and may issue a correction, account credit, or refund. Refunds are paid to the original payment method where possible.

Patient appointment fees, practice consultation fees, deposits, no-show charges, and patient-facing refunds are handled by the relevant practice under that practice's own patient policy. Appointify is not the healthcare provider and does not decide patient refunds unless Appointify has expressly agreed to process them for a practice.

Appointify and its software, designs, workflows, templates, documentation, and platform content remain the property of Appointify or its licensors. Practices may use the platform for their internal practice operations while they have an active right to use it.

Practice data, patient records, uploaded practice content, and practice branding remain owned or controlled by the practice or the relevant rights holder. Appointify may process that content only as needed to provide, secure, support, and improve the platform, or as otherwise allowed by a written agreement.

Please raise disputes in writing through your Appointify account contact or the contact channel provided in your signed agreement. Include your practice name, the relevant invoice or account reference, a short description of the issue, and the outcome you are requesting.

Appointify will review the dispute and try to resolve it directly with the practice first. We may ask for supporting information, transaction details, screenshots, or written context so that the issue can be assessed properly.

If a dispute is not resolved informally, a senior representative from each side should try to resolve it in good faith before either side starts formal proceedings. Unless a signed agreement says otherwise, South African law applies and disputes are handled by courts with jurisdiction in South Africa.

Either side may still take urgent steps where needed to protect confidential information, patient data, platform security, intellectual property, or to recover undisputed overdue amounts.

Appointify may update these terms as the platform changes. Material changes will apply from the date shown on this page or from the date communicated to affected practices.

Questions about these terms, refunds, cancellations, or disputes should be sent through your Appointify account contact or the contact channel provided in your signed agreement.