Terms & Conditions

These Terms of Service are a binding agreement governing all access to and use of SnagMD, including the website, platform, intake forms, dashboards, workflows, trial access, documentation and related services.

By accessing or using SnagMD, creating an account, clicking an acceptance control, submitting information, inviting a patient to complete an intake workflow, or using SnagMD on behalf of a practice, you accept these Terms without qualification.

If you use SnagMD on behalf of a medical practice, clinic, healthcare provider, company, partnership or other organisation, you represent and warrant that you have authority to bind it. You are personally responsible for your use if you lack that authority.

If you do not agree to every part of these Terms, you must not access or use SnagMD. A purchase order, internal policy or other customer document does not amend these Terms unless SnagMD expressly signs a written agreement doing so.

“SnagMD”, “we”, “us” or “our” means the provider of the SnagMD platform.

“Practice” means the healthcare practice, clinic, healthcare provider, organisation or business that uses SnagMD.

“Patient” means an individual whose information is submitted through a SnagMD intake workflow.

“Authorised User” means a staff member, contractor, clinician, administrator or other person authorised by the Practice to access SnagMD.

“Patient Information” means information submitted by or about a Patient through SnagMD, including intake details, consent responses, medical aid information, contact details and clinical history.

“Customer Data” means information submitted to SnagMD by or on behalf of the Practice, including Patient Information and Authorised User information.

“Services” means the SnagMD platform, website, intake workflows, forms, dashboards, support and related functionality.

“Personal Information” includes personal information, personal data, special personal information, special category data and similar information protected under applicable privacy laws.

SnagMD provides patient intake infrastructure for healthcare practices.

The platform helps Practices collect patient forms, consent responses, medical aid details, appointment-related information and clinical history through a secure digital intake workflow before the appointment.

SnagMD is designed to help Practices reduce scattered intake across paper forms, email, phone calls, WhatsApp messages and incomplete on-arrival forms.

SnagMD is intended to work alongside the Practice’s existing systems. It does not replace the Practice’s clinical records, practice management software, billing system, booking system, medical aid system, communication tools or internal recordkeeping process.

SnagMD is an administrative and intake workflow platform only.

SnagMD does not provide medical advice, diagnosis, triage, treatment, prescribing, emergency care, clinical review, clinical interpretation or medical decision-making.

SnagMD does not verify the accuracy, completeness or clinical relevance of information submitted by Patients.

SnagMD does not guarantee that a Patient is suitable for treatment, that a Practice has collected all information required for a consultation, or that a submitted form contains all legally or clinically required information.

SnagMD is not an electronic medical record system, medical device, diagnostic tool, booking platform, billing platform, telemedicine service, emergency service or substitute for professional medical judgment.

SnagMD must not be used for emergencies, urgent medical issues, time-sensitive clinical warnings, emergency triage or urgent patient communication.

Patients must be instructed to contact the Practice directly, emergency medical services, or an appropriate healthcare provider if they require urgent medical help.

The Practice is responsible for ensuring that its Patients understand that SnagMD intake forms are not monitored as an emergency channel.

SnagMD is not responsible for harm, delay, loss or damage arising from a Patient or Practice attempting to use SnagMD for urgent or emergency purposes.

The Practice is responsible for its use of SnagMD and for all decisions made using information collected through SnagMD.

The Practice is responsible for deciding what information should be collected from Patients, why it is collected, how it is used, how long it is retained, and how it is stored within the Practice’s own systems.

The Practice is responsible for ensuring that its intake forms, consent wording, patient instructions, financial terms, medical aid questions, clinical questions and appointment workflows are appropriate for its specialty, patients, jurisdiction and professional obligations.

The Practice is responsible for reviewing Patient submissions before relying on them.

The Practice is responsible for contacting Patients directly if information is incomplete, unclear, inaccurate, urgent or clinically concerning.

The Practice is responsible for maintaining proper medical records, billing records, consent records and any other records required by law, professional rules, medical scheme requirements or internal policy.

The Practice is responsible for training its staff on how to use SnagMD properly and how to handle Patient Information securely.

The Practice is responsible for ensuring that only appropriate Authorised Users have access to SnagMD.

Patients may submit information through SnagMD at the request of the Practice.

The Practice acknowledges that Patient-submitted information may be incomplete, inaccurate, outdated, misunderstood, incorrectly typed or clinically insufficient.

SnagMD does not independently verify Patient Information.

The Practice remains responsible for confirming important information with the Patient where clinically, legally or administratively necessary.

The Practice must not rely on SnagMD as the sole source of truth for clinical decision-making, diagnosis, treatment, prescribing, consent or medical aid billing.

SnagMD may allow the Practice to present consent wording, privacy notices, acknowledgements, financial terms, medical aid terms or other Practice-specific wording to Patients.

The Practice is solely responsible for ensuring that any consent wording, privacy wording, medical wording, financial wording or patient instruction used in SnagMD is accurate, lawful, complete and appropriate for the Practice’s workflow.

SnagMD does not provide legal advice and does not guarantee that any wording, checkbox, acknowledgement or intake form used by the Practice is legally sufficient.

Where a Patient is a minor, lacks capacity, or requires a guardian, parent, responsible person or authorised representative, the Practice is responsible for ensuring that the correct person provides the required information or consent.

The Practice is responsible for ensuring that Patients receive appropriate information about how their information will be collected, used, stored and shared.

For Patient Information submitted through SnagMD on behalf of a Practice, the Practice will usually act as the responsible party, controller or equivalent decision-maker under applicable privacy laws.

SnagMD will usually act as the operator, processor or service provider for Patient Information processed on behalf of the Practice.

The Practice determines the purpose and means of collecting Patient Information through SnagMD, including which forms are used, which questions are asked, which Patients are invited, and how the information is used after submission.

SnagMD may act as a responsible party or controller for its own business operations, including account administration, billing, support, security monitoring, product improvement, website analytics, legal compliance and direct business communications.

Nothing in these Terms transfers the Practice’s legal or professional responsibility for Patient Information to SnagMD.

The Practice is responsible for ensuring that its use of SnagMD complies with applicable privacy, healthcare, professional, consumer, medical aid, recordkeeping and data protection laws.

The Practice must have a lawful basis or justification for collecting and processing Patient Information through SnagMD.

The Practice must not use SnagMD to collect information that is unnecessary, excessive, unlawful, irrelevant or unrelated to the legitimate intake workflow.

The Practice must ensure that any Patient Information exported, downloaded, copied, printed, emailed, uploaded into another system or otherwise removed from SnagMD is handled securely and lawfully.

SnagMD will use reasonable technical and organisational measures designed to protect Customer Data within the SnagMD environment.

SnagMD’s Privacy Policy and any separately signed Data Processing Agreement may provide further information about privacy and security. If there is a conflict, the signed agreement controls only to the extent expressly stated.

The Practice acknowledges that Patient Information may include health information and other sensitive categories of information.

The Practice is responsible for ensuring that it is legally permitted to collect and process such information from Patients.

SnagMD processes such information for the purpose of providing the Services to the Practice, supporting the intake workflow, maintaining security, providing technical support, complying with legal obligations and operating the platform.

The Practice must not use SnagMD to collect sensitive information unless that information is necessary and appropriate for the specific healthcare intake purpose.

SnagMD may be used by Practices that treat children or collect information about minors.

The Practice is responsible for ensuring that any collection or processing of children’s information is lawful and properly authorised.

The Practice is responsible for determining whether a parent, guardian, caregiver, responsible person or other authorised representative must complete or approve an intake form.

SnagMD does not independently verify legal guardianship, parental authority, patient capacity or the authority of the person completing a form.

The Practice is responsible for maintaining the confidentiality and security of account credentials, passwords, devices, browsers, email accounts and internal systems used to access SnagMD.

Authorised Users must not share login credentials, allow unauthorised access, reuse insecure passwords or leave accounts accessible on shared devices.

The Practice must promptly remove or disable access for staff members, contractors or other users who no longer require access.

The Practice must notify SnagMD promptly if it suspects unauthorised access, credential compromise, misuse, data exposure or any security incident involving SnagMD.

SnagMD may suspend, restrict or revoke access immediately, without prior notice, if we reasonably believe there is a security risk, unauthorised use, account compromise, misuse or breach of these Terms. No suspension relieves the Practice of payment or other obligations.

SnagMD uses reasonable technical and organisational measures designed to protect Customer Data within the platform.

Security measures may include secure transmission, access controls, restricted administrative access, logging, monitoring, infrastructure controls, backups and other safeguards appropriate to the nature of the Services.

No digital platform, internet transmission, hosting environment, database, email system or device can be guaranteed to be completely secure.

SnagMD does not guarantee that unauthorised access, cyberattacks, human error, third-party compromise, service disruption or data loss will never occur.

The Practice is responsible for maintaining appropriate security over its own systems, devices, staff access, exported information, downloaded files, email accounts and third-party platforms.

If SnagMD becomes aware of a confirmed security incident affecting Customer Data within the SnagMD environment, SnagMD will investigate and take appropriate steps to contain, mitigate and remediate the issue.

Where required by applicable law or contract, SnagMD will notify the affected Practice without undue delay after confirming an incident, subject to lawful restrictions, security needs and the need to avoid compromising an investigation.

The Practice is responsible for determining whether it must notify Patients, regulators, insurers, medical schemes, professional bodies or other third parties, unless applicable law requires otherwise.

SnagMD may provide reasonable information to assist the Practice with its own assessment, but SnagMD is not responsible for the Practice’s regulatory notifications unless expressly required by law or written agreement.

A notification or investigation by SnagMD does not constitute an admission of liability, fault or breach.

The Practice and its Authorised Users must use SnagMD only for lawful, legitimate healthcare intake and related administrative purposes.

Users must not misuse SnagMD, interfere with the platform, attempt to bypass security controls, probe or scan systems without permission, reverse engineer the software, scrape data, overload infrastructure, upload malware, impersonate another person, or use SnagMD for unlawful purposes.

Users must not use SnagMD to collect information that is excessive, irrelevant, misleading, discriminatory, unlawful, abusive or unrelated to the Practice’s legitimate intake workflow.

SnagMD may investigate suspected misuse and may suspend or terminate access where misuse is suspected.

SnagMD may offer free trials, pilots, limited tests or early access periods.

Trial access is provided for evaluation only and may be limited by time, patient volume, features, support level, storage, configuration or other restrictions.

Unless otherwise agreed in writing, trial access does not create a guarantee of continued access, future availability, future pricing, specific functionality, support response times or data retention after the trial ends.

SnagMD may end, restrict or modify a trial at any time if there is misuse, legal risk, security risk, non-responsiveness, excessive usage or breach of these Terms.

The Practice is responsible for ensuring that any real Patient Information used during a trial is collected and processed lawfully.

Where SnagMD is provided as a paid service, the Practice agrees to pay the applicable fees set out in the relevant invoice, proposal, order form, subscription plan or written agreement.

Fees may be charged monthly, annually, per practice, per provider, per location, per feature, per patient volume or on another agreed basis.

Unless stated otherwise, fees exclude taxes, bank charges, payment processing fees and other third-party charges.

Fees are non-refundable except where a refund is expressly required by law or a signed written agreement. SnagMD may suspend or restrict access for unpaid fees immediately after notice, and may charge reasonable collection costs and interest to the maximum extent permitted by law.

The Practice remains responsible for all fees incurred before cancellation, suspension or termination.

SnagMD may update pricing or plan structures by giving notice where reasonably practical, unless a separate written agreement fixes pricing for a specific period.

SnagMD may be used alongside third-party systems, including practice management systems, electronic medical record systems, billing tools, medical aid systems, email platforms, messaging platforms, storage systems and analytics tools.

SnagMD is not responsible for third-party systems, integrations, internet providers, hosting providers, patient devices, practice devices, browser settings, email deliverability, medical aid systems or any platform outside SnagMD’s direct control.

The Practice is responsible for any information exported, copied, entered, downloaded, printed, uploaded or transferred from SnagMD into another system.

SnagMD does not guarantee compatibility with every Practice system, browser, device, workflow, medical aid process or third-party platform.

References to third-party systems do not mean SnagMD endorses, controls or accepts responsibility for those systems.

The Practice is responsible for all communications with Patients, including appointment instructions, clinical follow-up, urgent messages, consent explanations, medical aid queries and financial discussions.

SnagMD may support the technical collection or routing of intake information, but it does not replace direct communication between the Practice and Patient.

The Practice is responsible for checking whether a Patient has completed an intake form and for following up if a form is incomplete, missing or unclear.

SnagMD is not responsible for Patient non-response, incorrect contact details, email filtering, SMS delivery failure, device issues, internet problems or a Patient failing to complete a form.

SnagMD aims to provide a reliable service, but does not guarantee uninterrupted, error-free, secure or permanent availability.

The Services may be unavailable due to maintenance, updates, infrastructure issues, third-party outages, internet problems, security events, emergency fixes or causes beyond SnagMD’s reasonable control.

SnagMD may update, modify, improve, restrict, replace, suspend or discontinue features from time to time.

Where practical, SnagMD will try to communicate material changes that significantly affect customer use of the Services.

SnagMD is not liable for loss or damage caused by temporary unavailability, maintenance, feature changes or third-party outages, to the maximum extent permitted by law.

SnagMD may provide support through email, chat, calls, documentation or other channels selected by SnagMD.

Support is provided for platform-related technical issues and reasonable usage questions.

SnagMD does not provide legal, medical, billing, tax, compliance, medical aid, clinical or professional advice through support channels.

SnagMD is not responsible for configuring the Practice’s clinical protocols, consent language, legal documents, medical aid processes or internal operating procedures unless expressly agreed in writing.

SnagMD and its licensors own all rights, title and interest in the Services, including software, interfaces, workflows, templates, branding, documentation, designs, text, graphics, product concepts, know-how and related materials.

The Practice receives a limited, non-exclusive, non-transferable, revocable right to use SnagMD for its internal healthcare intake workflow, subject to these Terms.

The Practice must not copy, modify, resell, sublicense, reproduce, reverse engineer, replicate, white-label, distribute or create derivative works based on SnagMD without written permission.

Feedback, suggestions or improvement ideas provided to SnagMD may be used by SnagMD without restriction or obligation, provided SnagMD does not disclose the Practice’s confidential Patient Information.

The Practice retains ownership of its Customer Data, subject to SnagMD’s right to process it to provide, secure, support and improve the Services.

Each party may receive confidential information from the other party during use of SnagMD.

Confidential information includes non-public business, technical, pricing, security, patient, operational and product information.

Each party must protect the other party’s confidential information using at least reasonable care, limit access to people with a need to know, and not disclose it except where required to provide the Services, comply with law, obtain professional advice, or as otherwise permitted by written agreement.

Confidentiality obligations do not apply to information that is public through no fault of the receiving party, already known lawfully, independently developed, or lawfully received from a third party.

SnagMD may create and use aggregated, anonymised or de-identified information derived from use of the Services to understand platform usage, improve the Services, monitor performance, develop features, create benchmarks, detect abuse and support business planning.

SnagMD will apply safeguards designed to prevent re-identification and will not knowingly use such information to identify a specific Patient without lawful authority. This right survives termination.

SnagMD does not sell Patient Information.

SnagMD may contact healthcare practices, clinics or business representatives using publicly available business contact details, enquiry forms, referrals or existing business relationships.

Marketing communications will relate to SnagMD’s services or relevant healthcare administration workflows.

Recipients may opt out of marketing communications using the method provided in the message or by contacting SnagMD.

SnagMD does not use Patient Information submitted through intake workflows to market to Patients.

SnagMD may suspend, restrict or disable access to the Services immediately if we reasonably believe there is a security risk, legal risk, unauthorised access, account compromise, misuse, non-payment, breach of these Terms, harmful activity or risk to Patients, Practices, SnagMD or third parties.

SnagMD may also suspend access to comply with law, court orders, regulator requests, infrastructure provider requirements or third-party platform requirements.

SnagMD is not liable for loss or damage arising from a suspension or restriction made in good faith to protect security, legal compliance, platform integrity or other users.

Either party may terminate the Services according to the applicable subscription, proposal, invoice, order form or written agreement.

SnagMD may terminate access if the Practice materially breaches these Terms, fails to pay fees, misuses the platform, creates security risk, unlawfully processes information, or uses SnagMD in a way that creates legal, operational or reputational risk.

After termination, the Practice remains solely responsible for exporting and retaining records it requires for clinical, legal, professional, billing or operational purposes. SnagMD has no obligation to recreate, restore or provide data that the Practice failed to export.

SnagMD may delete or restrict access to Customer Data immediately after termination, subject to applicable law, backup retention, legitimate business needs and any written agreement. Termination does not create a right to a refund, service credit or continued access.

Sections relating to confidentiality, intellectual property, payment, data protection, limitation of liability, indemnity, dispute resolution and any other provisions intended to survive termination will continue after termination.

The Practice is responsible for exporting or saving any Patient Information it needs before termination or expiry of access.

SnagMD may provide reasonable export functionality or support where available, but does not guarantee indefinite access, a particular export format, data portability, restoration or retrieval after termination.

Deletion of Customer Data may be subject to backup cycles, legal obligations, security requirements, dispute preservation, accounting requirements or technical limitations.

Once the Practice exports, downloads, prints, emails, copies or transfers information out of SnagMD, SnagMD is not responsible for that external copy.

The Services are provided on an “as is” and “as available” basis to the maximum extent permitted by law.

SnagMD does not warrant that the Services will be uninterrupted, error-free, completely secure, compatible with all systems, suitable for every Practice, or free from all defects.

SnagMD does not warrant that use of the Services will ensure legal compliance, clinical compliance, professional compliance, successful medical aid claims, reduced liability, improved patient outcomes or administrative savings.

The Practice uses SnagMD at its own discretion and remains responsible for determining whether the Services are suitable for its workflow.

To the maximum extent permitted by law, SnagMD will not be liable for indirect, incidental, special, punitive, exemplary or consequential losses, including loss of profits, loss of revenue, loss of goodwill, loss of business opportunity, loss of data, clinical losses, reputational harm or business interruption.

SnagMD will not be liable for losses caused by Patient error, Practice error, staff misuse, unauthorised user access, weak passwords, compromised devices, third-party systems, exported data, inaccurate Patient submissions, clinical decisions, medical aid outcomes, internet issues, email delivery issues or use of SnagMD outside its intended purpose.

To the maximum extent permitted by law, SnagMD’s total aggregate liability for all claims, whether in contract, delict, negligence, statute or otherwise, relating to the Services will be limited to the fees actually paid by the Practice to SnagMD during the three months before the event giving rise to the claim.

If the Practice is using SnagMD during a free trial, pilot or unpaid test, SnagMD’s total liability will be limited to the lowest amount permitted by applicable law.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

The Practice agrees to indemnify, defend and hold harmless SnagMD, its affiliates, officers, employees, contractors and licensors from claims, losses, damages, penalties, costs and expenses (including reasonable legal fees) arising from or related to the Practice’s use of SnagMD, breach of these Terms, unlawful processing of Patient Information, defective consent wording, inappropriate intake questions, clinical decisions, staff misuse, unauthorised access caused by the Practice, exported data, third-party systems, or failure to comply with applicable laws or professional obligations.

This indemnity includes claims brought by Patients, staff members, regulators, medical schemes, third-party providers or other persons, to the extent the claim arises from the Practice’s responsibilities or conduct.

SnagMD may assume exclusive control of the defence of an indemnified claim, and the Practice must provide prompt cooperation. The Practice may not settle a claim in a way that admits fault by or imposes an obligation on SnagMD without SnagMD’s written consent.

SnagMD will not be liable for delay, failure, interruption or non-performance caused by events beyond its reasonable control.

This may include internet outages, hosting failures, power failures, cyberattacks, third-party service outages, labour disputes, natural disasters, epidemics, government actions, legal restrictions, war, civil unrest or infrastructure failures.

SnagMD may update these Terms from time to time to reflect product changes, legal developments, operational changes or business requirements.

The updated Terms will apply from the effective date stated on the page or as otherwise communicated.

Continued use of SnagMD after updated Terms take effect means the Practice accepts the updated Terms.

If a Practice does not agree to updated Terms, it must stop using SnagMD and may terminate according to the applicable agreement.

These Terms are governed by the laws of South Africa, unless a separate written agreement states otherwise.

The parties must first attempt to resolve a dispute through written notice and good-faith escalation between appropriate representatives for 15 days, except where urgent relief is required.

Subject to any mandatory consumer or other jurisdictional right, the South African courts having jurisdiction over SnagMD’s principal place of business will have exclusive jurisdiction over disputes arising from these Terms.

Nothing prevents SnagMD from seeking urgent relief where necessary to protect its platform, intellectual property, confidential information, security, customers or legal rights.

These Terms, together with any signed order form or written agreement expressly incorporating them, are the entire agreement concerning the Services and replace prior discussions on that subject.

The Practice may not assign, transfer, delegate or resell its rights or obligations without SnagMD’s prior written consent. SnagMD may assign these Terms in connection with a reorganisation, financing, sale of assets or change of control.

No delay or failure by SnagMD to enforce a provision is a waiver. If any provision is unenforceable, it will be narrowed to the minimum extent necessary and the remainder will continue in effect.

The parties are independent contractors. These Terms do not create a partnership, agency, employment, fiduciary or joint-venture relationship, and the Practice has no authority to bind SnagMD.

Provisions that by their nature should survive termination—including payment, confidentiality, intellectual property, data protection, indemnity, disclaimers, liability limits and dispute provisions—survive termination.

Questions about these Terms may be sent to SnagMD using the contact details provided on the website, invoice, proposal or applicable agreement.

Legal contact: legal@trysnagmd.co.za

Support contact: support@trysnagmd.co.za