Service Agreement

2.1 Uptime: We target 98% platform availability, measured monthly. Planned maintenance windows are excluded from uptime calculations and will be communicated at least 24 hours in advance.

2.2 Support: Technical support is available via email (info@modernmediks.com) and in-app messaging during business hours (9:00 AM – 7:00 PM BST, Monday – Saturday). Critical issues affecting patient safety are prioritized.

2.3 Backups: Daily automated backups of all databases are performed to encrypted off-site storage (Wasabi S3-compatible). Backup restoration requests are handled within 24 hours.

3.1 Data Accuracy: The Client is solely responsible for the accuracy, legality, and completeness of all patient data, medical records, and clinical information entered into the platform.

3.2 Account Security: The Client must maintain the confidentiality of all login credentials, enable multi-factor authentication where available, and immediately report any unauthorized access.

3.3 Compliance: The Client is responsible for complying with all applicable local healthcare regulations, data protection laws, and professional licensing requirements.

3.4 Staff Management: Where the Client creates staff accounts, the Client is responsible for assigning appropriate permission levels and revoking access when staff depart.

4.1 Data Controller: For patient data entered by healthcare professionals, the healthcare provider acts as the data controller. Modern Mediks Ltd acts as the data processor providing technical infrastructure and security.

4.2 Security Measures: We implement industry-standard safeguards including AES-256-CBC encryption at rest, TLS 1.3 encryption in transit, role-based access controls, audit logging, and continuous threat monitoring.

4.3 Data Ownership: All medical and personal data within DoctorsHero remains the property of the originating healthcare provider or patient. Modern Mediks Ltd does not claim ownership over any EMR content uploaded by users.

4.4 Compliance: We process data in accordance with the UK Data Protection Act 2018, UK GDPR, and where applicable, EU GDPR and local data protection laws.

5.1 Billing Cycle: Subscriptions are billed monthly or annually as per the selected plan. Payment is due at the start of each billing cycle.

5.2 Payment Methods: Payments are processed via secure third-party gateways (SSLCommerz or approved banking methods).

5.3 Late Payment: Accounts with overdue payments may be restricted after a 7-day grace period. Continued non-payment beyond 30 days may result in account suspension.

5.4 Refunds: Refund requests are accepted within 7 days of purchase, provided there has been no significant account activity. SMS credits, AI credits, and wallet deposits are non-refundable.

7.1 Modern Mediks Ltd provides a technology platform and is not a healthcare provider. We do not provide medical advice, diagnosis, or treatment.

7.2 The Client (healthcare professionals) bears sole responsibility for all clinical decisions made using the platform.

7.3 To the extent permitted by law, Modern Mediks Ltd's total aggregate liability shall not exceed the total subscription fees paid by the Client in the 12 months preceding the claim.

7.4 Modern Mediks Ltd shall not be liable for indirect, incidental, consequential, or punitive damages arising from the use of the platform.

8.1 Duration: This Agreement is effective from the date of electronic signature and continues for the duration of the active subscription.

8.2 Termination by Client: The Client may cancel at any time through account settings or by contacting support. The subscription remains active until the end of the current billing period.

8.3 Termination by Provider: Modern Mediks Ltd may terminate this Agreement for breach of terms, non-payment, fraud, or misuse, with reasonable notice.

8.4 Post-Termination: Upon termination, the Client may request data export. Medical records are retained per legal requirements and our data retention policy before secure deletion or anonymization.