Terms of service

Cliniwo provides a hosted software service: a WhatsApp assistant that answers patients and books, reschedules and cancels appointments in the Clinic’s calendar; a clinic panel for appointments, doctors, patients, records and invoicing; and related features according to the plan purchased.

The assistant does not provide medical advice, diagnosis or triage decisions. It declines medical questions and offers an appointment. The Clinic remains fully responsible for all clinical care and for reviewing any information patients send.

A plan is purchased by a person authorised to act for the Clinic, who becomes the account owner. The owner may invite staff within the seat limit of the plan and is responsible for their use of the service.

You must keep passwords confidential and enable two-factor authentication where offered. Tell us immediately if you believe an account has been compromised.

The service uses the WhatsApp Business Platform operated by Meta. The Clinic must hold, or set up during onboarding, a WhatsApp Business account and phone number, and must comply with Meta’s WhatsApp Business terms and messaging policies, including obtaining patient consent for marketing messages.

Meta charges conversation fees directly to the Clinic’s WhatsApp Business account. Those fees are not part of any Cliniwo plan and are not collected by us.

Plans are priced in Saudi riyals, exclusive of value-added tax. VAT at the statutory rate is added at checkout and shown on your tax invoice.

Payment is taken in advance for each billing period (monthly or yearly) by card through our licensed payment provider. By saving a card you authorise us to charge it at each renewal until you cancel. A ZATCA-compliant tax invoice is issued for every payment.

If a renewal payment fails we retry over several days and notify you. Access continues for a grace period; if payment is still outstanding after it, the account is suspended until payment is made. Usage above the conversations included in your plan is billed on the next invoice at the rate shown in your panel.

You may upgrade at any time; the difference for the remainder of the period is charged immediately. Downgrades take effect at the next renewal and may be refused while your usage exceeds the lower plan’s limits.

You may cancel from your panel at any time. The service continues until the end of the paid period and does not renew. Refunds are governed by the Refund policy: a full refund is available within 14 days of the first payment; renewals are non-refundable except for billing errors.

You may not use the service to send unsolicited marketing, to collect data without a lawful basis, to impersonate others, or in breach of Saudi law, Meta’s policies or the rights of any person. You may not attempt to access another clinic’s data or to interfere with the service.

We may suspend an account that puts patients, other clinics or the platform at risk, and will tell you why.

The Clinic is the controller of patient and staff data processed through the service; Cliniwo is the processor and acts on the Clinic’s instructions, as described in the Privacy policy. Each clinic’s data is isolated inside the database and is not shared with other clinics.

The service runs on established cloud infrastructure with encryption in transit and at rest. On termination you may export your data from the panel for 30 days, after which it is deleted.

We aim for continuous availability but do not guarantee uninterrupted service; maintenance and third-party outages (including Meta’s) can interrupt it. Support is provided through the Requests section of your panel and the contact channels on our website.

To the extent permitted by law, our liability for any claim in a billing year is limited to the fees you paid us in that year. We are not liable for clinical decisions, for content patients send, or for indirect losses.

We may update these terms; material changes are announced in your panel at least 30 days before they apply. These terms are governed by the laws of the Kingdom of Saudi Arabia and disputes are subject to its competent courts.