Legal

Terms of Service

Last updated: 2 October 2026

These Terms of Service ("Terms") govern your access to and use of the AIVA Health website and clinic management platform (the "Service") provided by AIVA Health SDN. BHD. (Registration No. 202601038081 (1700176-T)), a company incorporated in Malaysia ("AIVA Health", "we", "us"). By creating an account or using the Service, you agree to these Terms. If you use the Service on behalf of a clinic, you confirm you are authorised to bind that clinic, and "you" means the clinic.

The Service

AIVA Health provides software for clinics to manage branches, patients, practitioners, appointments, stock, billing, panel claims, e-invoicing and patient messaging. Features may change as we improve the Service. The Service is a tool for clinics; it does not provide medical advice, and clinical decisions remain the responsibility of the clinic and its practitioners.

Accounts

  • Clinic accounts are created by AIVA Health. The clinic invites and manages its own staff and their permissions.
  • You must give accurate information and keep your login credentials, including any two-factor authentication, secure.
  • You are responsible for all activity under your clinic's accounts. Tell us promptly at the contact below if you suspect unauthorised access.

Your data and patient data

  • You retain ownership of all data you or your staff enter into the Service ("Customer Data").
  • You are the data user of the patient data in Customer Data under the Personal Data Protection Act 2010 and other applicable laws. You are responsible for having a lawful basis and the necessary consents to collect it and to process it through the Service, including for sending patients WhatsApp messages.
  • We process Customer Data only to provide the Service, on your instructions and as described in our Privacy Policy.
  • On termination, you may export your Customer Data for 30 days, after which we may delete it, except where the law requires us to keep it.

WhatsApp messaging

If you connect a WhatsApp Business account to the Service:

  • you must comply with the WhatsApp Business Terms of Service, the WhatsApp Business Messaging Policy and the WhatsApp Commerce Policy;
  • you must obtain each patient's opt-in before messaging them, honour opt-out requests promptly, and send only messages relevant to the patient's care or your relationship with them;
  • you authorise AIVA Health to access and operate the WhatsApp Business account on your behalf to provide the features you enable;
  • fees charged by Meta for WhatsApp conversations are your responsibility, whether billed to you directly or passed through by us;
  • Meta may restrict or suspend a WhatsApp account at its discretion, and we are not liable for its decisions.

Acceptable use

You must not:

  • use the Service for any unlawful purpose or in breach of medical, privacy or anti-spam laws;
  • send unsolicited or bulk messages, or messages to people who have not opted in;
  • upload malicious code or attempt to gain unauthorised access to the Service or other customers' data;
  • interfere with the Service's operation, or access it by automated means except through interfaces we provide;
  • resell or sublicense the Service without our written consent.

We may suspend access that breaches these rules or puts the Service or other customers at risk.

Fees and payment

Fees are set out in your order or subscription plan. Unless agreed otherwise, fees are billed in advance, exclusive of taxes (including SST), and non-refundable. We may suspend the Service if fees remain unpaid 14 days after we notify you. We will give at least 30 days' notice of fee changes.

Intellectual property

The Service, its software and content are owned by AIVA Health or its licensors. We grant you a non-exclusive, non-transferable right to use the Service during your subscription for your clinic's internal business. Feedback you give us may be used to improve the Service without obligation to you.

Third-party services

The Service connects to third-party services, such as WhatsApp, panel and insurer portals, LHDN MyInvois, payment processors and Google sign-in. Your use of them is subject to their terms, and we are not responsible for their availability or acts.

Availability and support

We aim to keep the Service available and to fix problems promptly, but we do not guarantee it will be uninterrupted or error-free. We may perform maintenance, ideally outside clinic hours, and will give notice of planned downtime where we can.

Disclaimers

To the extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind, express or implied, including fitness for a particular purpose. You are responsible for checking the accuracy of clinical, billing, claim and tax information before you rely on it.

Limitation of liability

To the extent permitted by law, AIVA Health is not liable for indirect, incidental, special or consequential loss, or for loss of profits, revenue, data or goodwill. Our total liability arising from the Service in any 12-month period is limited to the fees you paid us for the Service in that period.

Indemnity

You will indemnify AIVA Health against claims by third parties, including patients and regulators, arising from Customer Data, your messages, or your breach of these Terms or the law.

Termination

You may stop using the Service at the end of your subscription term. We may terminate or suspend your access if you materially breach these Terms and do not remedy the breach within 14 days of notice, or immediately where required by law or to protect the Service. Sections that by their nature should survive termination will survive.

Changes to these Terms

We may update these Terms. We will post the updated Terms on this page and notify clinic customers of material changes at least 30 days before they take effect. Continuing to use the Service after that date means you accept them.

Governing law

These Terms are governed by the laws of Malaysia, and the courts of Malaysia have exclusive jurisdiction over any dispute arising from them.

Contact us

AIVA Health SDN. BHD. (Registration No. 202601038081 (1700176-T))

Business address: 22A, Jalan SS 22A/4, Damansara Jaya, 47400 Petaling Jaya, Selangor, Malaysia

Registered office: No. 25, Wisma SCMS, Jalan BP 7/12, Bandar Bukit Puchong, 47120 Puchong, Selangor, Malaysia

Email: hello@aivahealth.ai

Phone: +60 11-1755 0637