Terms of Service

Version 2.0 · effective 15 September 2026. This version supersedes Version 1.0 dated 7 November 2014. If you subscribed before the effective date above, Version 1.0 governs your use of the Service until that date, and these Terms apply from it.

Welcome to Netpractice. Netpractice (Pty) Ltd ("Netpractice", "we", "us" or "our") provides an online practice management, medical billing, and patient health information platform ("Service") designed for registered healthcare practices and practitioners in the Republic of South Africa. By registering for or using the Service, you agree to be bound by these Terms of Service ("Terms"). If you do not agree, you may not access or use the Service.

These Terms should be read together with our Privacy Policy and, where we process patient information on your behalf, our Operator Agreement. All three form part of your agreement with us.

1. Definitions

In these Terms, the following words carry the meanings set out below:

"Access Fee" means the monthly or annual subscription fee payable for access to the Service, as set out on the Website or your Subscription Form, excluding VAT.

"Agreement" means these Terms together with the Privacy Policy, the Operator Agreement, and any schedules, addenda, or order forms, as amended from time to time.

"Data" means any patient, clinical, financial, or administrative information entered into the Service by You or on Your authorisation.

"HPCSA" means the Health Professions Council of South Africa.

"Information Regulator" means the Information Regulator (South Africa) established under section 39 of POPIA.

"NHA" means the National Health Act 61 of 2003, as amended.

"Operator" and "Responsible Party" carry the meanings given to them in section 1 of POPIA.

"Operator Agreement" means the agreement contemplated by section 21(1) of POPIA, published at netpractice.co.za/operator-agreement, recording the terms on which Netpractice processes patient Personal Information on Your behalf.

"Personal Information" carries the meaning given to it in section 1 of POPIA, and includes Special Personal Information as contemplated by section 26.

"POPIA" means the Protection of Personal Information Act 4 of 2013.

"Practice" or "Subscriber" means the registered healthcare practice, practitioner, or legal entity that subscribes to the Service.

"Security Compromise" means any circumstance in which there are reasonable grounds to believe that Personal Information has been accessed or acquired by an unauthorised person.

"Service" means the Netpractice online practice management, medical billing, patient health information, and related features made available via the Website or any Netpractice application, as updated from time to time.

"Sub User" means any employee, contractor, or agent of the Subscriber authorised to access the Service on the Subscriber's behalf.

"Website" means www.netpractice.co.za and any related domain operated by Netpractice.

Words in the singular include the plural and vice versa. References to a gender include all genders. Days means calendar days unless "business days" is stated, meaning any day other than a Saturday, Sunday, or South African public holiday.

2. Acceptance of Terms

2.1. By registering for an account or accessing the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms on behalf of yourself and any entity you represent.

2.2. If you are registering on behalf of a Practice, you represent and warrant that you have the authority to bind that Practice to these Terms.

2.3. These Terms are binding from the date you first access the Service and supersede all prior terms agreed between you and Netpractice relating to the same subject matter.

2.4. Netpractice records the version of these Terms you accepted and the date and time of that acceptance. You may request a copy of that record, and of the version of these Terms in force on any given date, by writing to privacy@netpractice.co.za.

3. Service Description

3.1. Netpractice provides an integrated cloud-based platform that enables healthcare practices to manage appointments, patient records, medical billing, claims submission, and practice administration.

3.2. Netpractice is a software platform only. It is not a medical aid, medical aid administrator, or healthcare provider. Use of the Service does not constitute the provision of clinical or medical advice. You remain solely responsible for all clinical decisions, patient care, and compliance with applicable healthcare laws and professional standards.

3.3. The Service may be updated, enhanced, or modified from time to time. Netpractice will use reasonable efforts to communicate material changes in advance.

4. Account Registration & User Access

4.1. To use the Service, you must register and create an account. You agree to provide accurate, current, and complete information and to keep it updated.

4.2. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify Netpractice immediately of any unauthorised access to or suspected compromise of your account at security@netpractice.co.za.

4.3. The Subscriber controls Sub User access. The Subscriber is responsible for all actions taken by Sub Users and may revoke or modify their access at any time.

4.4. Netpractice grants you a non-exclusive, non-transferable, revocable licence to access and use the Service solely for your internal practice management purposes, subject to these Terms.

5. Subscription & Payment

5.1. Access to the Service requires payment of the applicable Access Fee. Fees are invoiced monthly or annually as agreed on your Subscription Form, and are due within the period stated on the invoice.

5.2. All fees are exclusive of VAT, which you must pay at the prevailing rate.

5.3. Netpractice may adjust the Access Fee by giving you at least 20 (twenty) business days' written notice before any change takes effect. Continued use of the Service after that date constitutes your acceptance of the revised fee.

5.4. Failure to pay any invoice by its due date may result in suspension of your access to the Service. You are responsible for any reconnection fees following suspension due to non-payment.

5.5. Where you authorise a debit order, you may not withdraw that authorisation without Netpractice's prior written consent for the duration of the Agreement.

5.6. All outstanding amounts due to Netpractice, as reflected in a statement or certificate signed by an authorised representative of Netpractice, shall constitute prima facie proof of the amount owing in the absence of evidence to the contrary.

6. Your Obligations & Acceptable Use

6.1. You must use the Service only for lawful internal business purposes in accordance with these Terms, applicable law, and all professional and regulatory obligations applicable to your practice, including those imposed by the HPCSA, the NHA, and any relevant medical aid scheme rules.

6.2. You must not:

• attempt to gain unauthorised access to the Service or any other user's account or Data;
• use the Service in a manner that impairs its functionality, security, or availability for other users;
• transmit malicious code, files, or content that may damage any person's systems or data;
• attempt to copy, reverse-engineer, decompile, or disassemble any part of the Service;
• sub-licence, resell, or commercially exploit the Service or any part of it without Netpractice's prior written consent;
• submit false, misleading, or fraudulent billing claims or patient information through the Service.

6.3. You remain solely responsible for verifying that all claims, billing codes, and patient information submitted through the Service are accurate and compliant with applicable medical aid scheme rules and tariff codes.

7. Data Ownership & Management

7.1. All Data you enter into the Service remains your property. Netpractice does not claim ownership of your Data.

7.2. You grant Netpractice a limited licence to store, process, back up, and transmit your Data solely for the purpose of providing and improving the Service.

7.3. Access to your Data through the Service is subject to your account remaining in good standing (i.e., all fees are current). Netpractice may restrict your access to the Service during any period of suspension. This does not affect your right to receive an export of your Data under clause 7.6.

7.4. Netpractice performs daily automated back-ups of the Service. You remain responsible for retaining your own copies of any Data you are independently obliged to keep, including patient records you must retain under the NHA and HPCSA rules.

7.5. If you enable any authorised third-party integration, you acknowledge that Netpractice may permit that third party to access your Data as required for the integration to function. Netpractice is not responsible for any disclosure, modification, or deletion of Data by such third-party providers.

7.6. On termination of your subscription, Netpractice retains your Data for 40 (forty) days, after which it may be permanently deleted. Netpractice will not delete your Data during that period without first giving you a reasonable opportunity to export it, and will provide an export of your Data in a common machine-readable format on request during that period. Where you are legally obliged to retain records for longer, Netpractice will extend the retention period on your written request, subject to agreement on any applicable storage fee.

8. Confidentiality & Patient Data

8.1. In respect of patient Personal Information entered into the Service, you are the Responsible Party and Netpractice is your Operator, as those terms are used in POPIA. Netpractice processes that information only on your instruction and only for the purpose of providing the Service.

8.2. The terms on which Netpractice acts as your Operator, as required by section 21(1) of POPIA, are set out in the Operator Agreement, which forms part of this Agreement. Where the Operator Agreement conflicts with these Terms in relation to the processing of Personal Information, the Operator Agreement prevails.

8.3. Netpractice will treat all patient Data as strictly confidential and will not disclose it except as necessary to provide the Service, as instructed by you, or as required by law.

8.4. Netpractice staff will not access identifiable patient records except where you have granted permission to assist with a technical issue, or where access is unavoidable in the course of maintaining the Service. Such access is logged.

8.5. You are responsible for ensuring that your use of the Service to collect, store, and process patient health information complies with the NHA, POPIA, HPCSA guidelines, and all other applicable laws, and that you have obtained the necessary patient consents or can otherwise rely on a lawful basis for that processing.

9. Privacy & Data Protection

9.1. Netpractice processes personal information in accordance with its Privacy Policy, which forms part of this Agreement. By accepting these Terms, you also accept the Privacy Policy.

9.2. Security measures. Netpractice maintains appropriate, reasonable technical and organisational measures to secure the integrity and confidentiality of Personal Information in its possession or under its control, as required by section 19 of POPIA. Those measures are described in the Privacy Policy and the Operator Agreement.

9.3. Notification of a Security Compromise. Where Netpractice has reasonable grounds to believe that your Data has been subject to a Security Compromise, Netpractice will notify you in writing without undue delay and in any event within 72 (seventy-two) hours of becoming aware of it, and will provide the information you reasonably require in order to meet your own obligations under section 22 of POPIA. Netpractice will co-operate with you in any resulting notification to affected data subjects or to the Information Regulator.

9.4. Sub-operators. Netpractice engages third-party providers who process Personal Information on its behalf. The current list is published in the Privacy Policy. Each is bound by a written agreement imposing obligations no less protective than those in this Agreement. Netpractice remains responsible to you for their processing.

9.5. Cross-border processing. Where Personal Information is processed outside the Republic of South Africa, Netpractice does so only on a basis permitted by section 72 of POPIA. The locations concerned are disclosed in the Privacy Policy.

9.6. Assistance with data subject requests. Netpractice will, at your reasonable request, assist you in responding to a request from a data subject to access, correct, or delete Personal Information held in the Service.

10. Intellectual Property

10.1. All intellectual property rights in the Service, Website, software, documentation, design, and related materials vest in Netpractice or its licensors. Nothing in these Terms transfers any ownership of such intellectual property to you.

10.2. You may not use Netpractice's name, trademarks, logos, or branding without prior written consent.

11. System Availability & Support

11.1. Netpractice aims to make the Service available 24 hours a day, 7 days a week. However, availability may occasionally be affected by maintenance, upgrades, or factors outside Netpractice's reasonable control. Netpractice will endeavour to publish advance notice of scheduled maintenance.

11.2. Before contacting support, you should make reasonable efforts to identify the source of any technical issue on your end. Technical support is available at support@netpractice.co.za or via the Website's support portal.

11.3. Use of the Service may be subject to fair-use limitations on transaction volumes or API calls. Any applicable limits will be disclosed within the Service.

12. Limitation of Liability

12.1. The Service is provided on an "as is" basis. Netpractice does not warrant that the Service will be error-free, uninterrupted, or fit for any particular purpose. To the extent permitted by law, all implied warranties are excluded.

12.2. You indemnify Netpractice against any loss, claim, damage, or expense arising directly or indirectly from your breach of these Terms or your use of the Service, except to the extent caused by Netpractice's gross negligence or wilful misconduct.

12.3. Where Netpractice is liable to you, its total liability shall not exceed the Access Fees paid by you in the 12 months immediately preceding the event giving rise to the claim.

12.4. Netpractice is not liable for any indirect, consequential, special, incidental, or punitive loss, including loss of revenue, loss of data, or loss of business opportunity, whether or not foreseeable.

12.5. Netpractice shall not be liable for any failure or delay in performing its obligations due to circumstances beyond its reasonable control, including acts of God, government action, cyberattacks, industrial disputes, or failure of third-party infrastructure.

12.6. Nothing in this clause 12 limits either party's liability to the extent that liability cannot lawfully be limited, including liability arising under POPIA for damage suffered by a data subject.

13. Suspension & Termination

13.1. Netpractice may suspend your access to the Service, on reasonable notice where practicable, if you:

• fail to pay any amount owing by its due date;
• breach any material provision of these Terms;
• act in a manner that threatens the security or integrity of the Service or any other user's data; or
• become subject to liquidation, business rescue, or insolvency proceedings.

13.2. You may terminate your subscription by giving Netpractice at least 30 (thirty) days' written notice. Termination does not relieve you of any amounts owing up to and including the date of termination.

13.3. Netpractice may terminate this Agreement immediately if you fail to remedy a material breach within 20 (twenty) business days of written notice to do so.

13.4. On termination, you must immediately cease all use of the Service. Your Data is retained and may be exported in accordance with clause 7.6, and may thereafter be permanently deleted.

13.5. Termination is without prejudice to any rights or obligations accrued prior to the termination date.

14. Disclosure of Information

14.1. Netpractice may, to the extent permitted by law, share your information with:

• its employees, contractors, professional advisors, and group companies, strictly for the purposes of providing and improving the Service;
• law enforcement agencies or regulators where required by applicable law or court order;
• authorised payment service providers for billing purposes;
• medical aid schemes and claim switching providers, on your instruction, as part of the core Service functionality.

14.2. Netpractice will never sell your personal information or patient Data to third parties for marketing or any other purpose.

15. Amendments

15.1. Netpractice reserves the right to amend these Terms at any time. Material changes will be communicated to you by email or in-platform notification with at least 20 (twenty) business days' notice. Continued use of the Service after the effective date of any change constitutes your acceptance of the updated Terms.

15.2. Each version of these Terms carries a version number and effective date. Superseded versions are listed at the foot of this page and remain available on request.

15.3. No oral representation, variation, or waiver of any right arising under these Terms shall be of any effect unless reduced to writing and signed by authorised representatives of both parties.

16. General

16.1. Entire Agreement. These Terms, together with the Privacy Policy, the Operator Agreement, and any Subscription Form, constitute the entire agreement between you and Netpractice relating to the Service and supersede all prior agreements, representations, and understandings.

16.2. Severability. If any provision of these Terms is found to be invalid or unenforceable, that provision shall be severed and the remaining Terms shall continue in full force and effect.

16.3. Governing Law. These Terms are governed by the laws of the Republic of South Africa. Any dispute arising from or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of the Republic of South Africa.

16.4. Notices. All notices under these Terms must be in writing and delivered by email. Notices to Netpractice must be sent to info@netpractice.co.za. Notices to you will be sent to the email address associated with your account. Notices are deemed received on the date of transmission.

16.5. Force Majeure. Neither party shall be liable for any delay or failure in performance caused by events beyond its reasonable control. This clause does not apply to any obligation to pay money.

17. Contact

If you have any questions about these Terms, please contact us at:

Netpractice (Pty) Ltd
Registration number 2012/072246/07
Email: info@netpractice.co.za
Privacy and data protection: privacy@netpractice.co.za
Website: www.netpractice.co.za

Version history

Version	Effective	Note
2.0	15 September 2026	POPIA alignment: operator status, breach notification, sub-operators, cross-border processing, export on exit, acceptance records.
1.0	7 November 2014	Original Terms of Service. Available on request from privacy@netpractice.co.za.