Terms of Service

Version … · governed by the law of the Republic of South Africa

These terms are an agreement between INTEROHEALTH (PTY) LTD, registration number 2025/616031/07, South Africa (“we”, “us”) and the organization that registers for, or the person who joins an organization on, the Segora service (“you”). By ticking the acceptance box when you register an organization or join one, you agree to them.

1. The service

The service is a hosted web application that lets you map data between systems, build workflows, receive messages from your source systems, transform them and deliver the results to your target systems. It is shared by many organizations, but each organization’s data is kept separate from the others’.

The service works from your configuration: the structure of your source and target systems (field names, data types and cardinalities), your mappings and concept maps, and the delivery addresses of your targets. When a message arrives, the service applies your mappings to it, which means it reads the values it has been told to move, translates them where you have configured a concept map, and delivers the result to the targets you chose. It does not interpret messages clinically, make clinical decisions, or use their contents for profiling, analytics, advertising or any purpose other than providing the service to you.

2. Organizations, accounts and administrators

• The person who registers an organization confirms that they are authorised to accept these terms for it and that the information given is accurate. We may ask for proof, and we approve an organization before it can be used.
• An organization has at most two administrators. Administrators approve the people who join, manage the organization’s API keys and see its usage and bills.
• Keep your sign-in details, authenticator and API keys secret. You are responsible for what is done with them. Tell us promptly if you think they have been exposed.
• You are responsible for the people you allow in, and for what they do on the service.

3. Acceptable use

You must not: use the service unlawfully; send data you are not entitled to process; attempt to reach another organization’s data; probe, scan or test the security of the service without our prior written authorisation (to report a weakness you have found, write to us and do not exploit it); send malicious code; overload the service or work around the limits that protect it; resell or sub-license the service; or copy, decompile or reverse-engineer the software except where the law allows this despite this clause. We may suspend access that breaks this clause (see clause 14).

4. Your data and personal information

• Ownership. What you put into the service (mappings, workflows, structure files, credentials for your systems, and the messages you send through it) remains yours. You give us only the right to host, copy and process it to provide the service to you.
• Roles. For personal information, your organization is the “responsible party” and we are an “operator” under the Protection of Personal Information Act 4 of 2013 (POPIA). POPIA treats receiving, using and transmitting information as processing, so messages that pass through the service are processed by us on your behalf even though we do not store them. We are an operator only for the personal information we process on your behalf; for our own account, billing and website information we act for ourselves and our privacy notice applies. We process personal information only on your instructions and to provide the service, and we treat it as confidential. Where the law or you require it, we will also sign a separate operator (data-processing) agreement with you, which then applies together with these terms.
• Message contents. Messages are received, transformed and delivered in the service’s memory. We do not intentionally write message contents to a database, file or log, and we do not copy them for any other purpose. The service keeps the results of your most recent runs, including the answers returned by your target systems, in memory only so that you can look at them; they are visible only to your organization, are replaced as newer runs arrive, and are lost when the service restarts.
• Records we keep. To run and bill the service we keep your configuration and a record of each transaction: when it happened, which project, mapping, workflow and target, whether it succeeded, and its price. These records do not contain message contents. Hosting and security logs may record technical details such as addresses and times of requests, and error messages; we do not intend them to include message contents. We keep transaction records while you are a customer. Our audit trail of sign-ins and administrative actions is kept for three years. Invoices, and the acceptances of charges behind them, are kept for seven years after the end of the financial year they belong to, as tax and company law require, and your acceptance of these terms for three years after the agreement ends. When an administrator removes a person from your organization, we delete that person’s account three months later, unless they belong to another organization on the service. When each of these periods ends, we delete the records.
• Your duties. You must have a lawful basis for processing the information you send, including any consent, authority or legal ground required for health information, which POPIA treats as special personal information. Send only what is needed. You must tell the people concerned what is required by law, and answer their requests. Do not put personal information into mapping names, concept maps, descriptions, sample files or other configuration, because those are stored.
• Our safeguards. We keep reasonable technical and organizational safeguards, including separating organizations’ data, access control, encryption of stored credentials, encrypted connections, and an audit trail of administrative actions. We do not promise that any system is free of risk.
• Security compromises. If we have reasonable grounds to believe that personal information we process for you has been accessed or acquired by an unauthorised person, we will notify you immediately, give you the information reasonably available to us to assess the incident and meet your own legal duties under POPIA, and help you take appropriate remedial action.
• Hosting and other providers. The service runs on infrastructure provided by a hosting company chosen by us, which may be outside South Africa. We will tell you which providers we use to run the service on request. We remain responsible for them to you, and we require them to protect information appropriately. Tell us if you need your data kept in a particular place; a dedicated instance may be available.
• Return and deletion. When the agreement ends, we handle your information as set out in clause 14.
• Contacting us. For privacy questions, to report a suspected incident, or to exercise your rights, write to the contact address given to you by the service provider.

5. AI suggestions

AI suggestions are optional and work only if your organization supplies its own key for an AI provider. When you ask for a suggestion, only the structure of your systems (names, types, cardinalities and short descriptions of fields) is sent to that provider. The service does not send message contents or records from your systems, and you must not type personal information, health information or credentials into any field that is sent to an AI provider. The provider processes what it receives under its own terms and your agreement with it, including whatever it keeps; you pay it directly, and we are not responsible for the provider or for what it returns. We do not charge for AI suggestions. If your key is missing or invalid, suggestions are simply unavailable to your organization; nothing else is affected. We do not guarantee that suggestions are accurate, complete or suitable. You are responsible for checking that your chosen provider and settings are appropriate for what you submit, and for validating every AI-suggested mapping before production use.

6. Clinical safety — test before you rely on it

The service is intended to support system integration, data mapping, transformation and message delivery. It is not intended to diagnose, prevent, monitor, treat or manage a medical condition, or to replace clinical judgement. Mappings and workflows are written by you, and the result of a transformation depends on them and on the data they receive. You are responsible for validating mappings and workflows with realistic data before using them in production, verifying that transformed data is suitable for its intended use, and maintaining appropriate monitoring, reconciliation and fallback procedures. Keep your own copy of the source data. Messages can be delayed, rejected or lost by systems outside our control. Do not rely on the service as the only way of delivering information needed for urgent patient care. Whether any software is regulated as a medical device depends on its actual functionality and intended purpose, not only on this description.

7. Fees and payment

• You pay the monthly fee of the plan you choose, plus VAT where it applies. Organizations in South Africa pay in South African rand; organizations elsewhere pay in US dollars, unless we agree otherwise in writing. The plans, what each includes, and the price of anything beyond a plan are shown when you register and on your organization’s billing page. Projects and mappings beyond your plan are billed only after an administrator of your organization has accepted the charge on screen, where its price is shown; we keep a record of each acceptance (who accepted, when, what and at what price), which your administrators can see. An accepted extra is billed for each month in which you hold it, and stops being billed from the month after you no longer hold it.
• A transaction is one incoming message (request), including its delivery to up to the number of target systems your plan includes per transaction (shown with each plan). Every system the message is delivered to counts towards that number: the target the source is connected to, the systems chained after it, and orchestrations. For example, with five systems included, one message delivered to one target, or to three targets along a chain or in an orchestration, is one transaction; delivered to six to ten targets it is two transactions, and each further block of five deliveries adds one more. Only successful deliveries count towards that number. The answer returned to the source system is not counted. A request to read or remove a record that is passed on to a target system is one transaction. A message that is only transformed, without being delivered to any target system, is one transaction. Each record a scheduled source fetches is one incoming message, counted the same way; a fetch that finds nothing, or fails, is not counted. Each Segora mediator that runs to the end adds one transaction (a mediator run inside another mediator counts separately); a mediator that stops, because a step’s rules were not met or a step failed, is not counted. Checking a message with a target’s validation before delivery, and translating an answer back into the source’s structure, are part of the request and not counted separately. Each message is counted once, however often a record of it is viewed. Failed messages, and messages that no target system accepted, are shown to you but not counted. If you dispute an invoice, tell us in writing within 30 days of the invoice date, pay the part that is not in dispute, and we will work with you in good faith to resolve the rest. Usage is measured by our own records, which you can see on your billing page. Each plan includes a number of transactions per calendar month. Unused transactions do not carry over: each month starts with the plan’s full allowance, and unused transactions are not refunded or credited. When a plan’s included transactions are used up, messages keep being processed for 14 days, and each further transaction that month is billed as an extra at the rate shown for your plan. If you have not moved to a larger plan by then, new messages pause until you do or until the next month starts; you can still sign in and work. On the Free plan there are no extra transactions: once its transactions for the month are used, new messages are not processed until the next month starts or you move to a paid plan. The Free plan has no fee and no onboarding charge, and its limits are shown with the plans. We never move you to another plan without your agreement. We may contact you about unusual usage. A monthly limit may be agreed with or set for your organization, to protect it from unexpected cost; when it is used up, new messages are refused until the next month or until the limit is raised.
• You are billed monthly from the day your organization is approved. If you pay a year in advance, the plan fee for 12 months is invoiced on that day instead, and monthly invoices then cover only what you use beyond your plan. Onboarding is charged once. Invoices are due as stated on the invoice. If you pay late we may, after notice, suspend the service until the account is paid.
• You may move to a bigger plan at any time, and it applies from that day, except while a move to a smaller plan is scheduled. You may ask to move to a smaller plan at any time, other than in a month in which you moved to a bigger plan; it starts on the first day of the next month after you have held your current plan for a full month, provided you are within the smaller plan’s limits, and once scheduled it cannot be cancelled. A plan can be changed once a month. Once you are on a paid plan, the Free plan is no longer available to you. During a prepaid year, a move to a bigger plan is invoiced at once for the difference for the rest of the year, and a move to a smaller plan starts when the year ends.
• The NGO price applies only to organizations whose non-profit registration we have verified, and we may ask for proof again each year. Organizations that do not qualify pay the standard price.
• Paying a year in advance earns the discount shown for that option, and your plan fee and the prices of extra transactions, projects and mapping packs then stay as they were for those 12 months. A prepaid year renews for another 12 months at the prices current at the time, unless you switch to monthly billing before the renewal is invoiced. Prepaid amounts for a period already started are not refunded unless the law requires it.
• We may change prices, plans and limits. We will tell you at least 30 days before a change applies to you.

8. Availability and support

We aim to keep the service available and will use reasonable care, but we do not guarantee that it will be uninterrupted or error-free. We may carry out maintenance, which we will try to schedule at quiet times. Support is by email during business hours; priority support, where your plan includes it or you add it, gives faster response as described on the billing page.

9. Our software and your licence to use it

The software, its design, text and documentation are protected by copyright and other rights owned by the service provider or its licensors. All rights not expressly granted are reserved. While your subscription is active we give you a limited, non-exclusive, non-transferable, revocable right to use the service for your organization’s own purposes. We do not give you the software itself or its source code. These terms govern your use of the hosted service. They do not give you any right to the software or its source code; access to that is governed only by a separate written licence from us, if we have given you one. Nothing here overrides the licence of any third-party component. Some parts of the service use third-party and open-source components, which remain under their own licences. If you give us suggestions or feedback, we may use them without obligation to you.

10. Confidentiality

Each of us must keep the other’s non-public information confidential, use it only for this agreement, and disclose it only to people who need it and are bound to confidentiality, or when the law requires.

11. Disclaimer

Except as these terms say, and to the extent the law allows, the service is provided “as is” and “as available”, and we give no warranty that it is suitable for a particular purpose, or that its output is accurate or complete. Nothing in these terms limits a right you have under a law that cannot be limited by agreement.

12. Limit of liability

To the extent the law allows: (a) we are not liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or data, or for the cost of replacing the service; and (b) our total liability to you arising from the service in any 12-month period is limited to the fees you paid us for that period. These limits do not apply to liability that cannot lawfully be limited, such as liability for fraud or intentional misconduct.

13. Your responsibility

You are responsible for your data, your mappings and workflows, your use of the service, and the decisions you make with its output. You will compensate us for claims by others that arise from your breach of these terms, from data you sent that you were not entitled to send, or from your unlawful use of the service.

14. Suspension and ending the agreement

• You may stop using the service at any time; to end the agreement, tell us in writing. We may end it on 30 days’ written notice.
• Either of us may end it immediately if the other commits a serious breach and does not fix it within 14 days of written notice. We may suspend access at once where this is needed to protect the service, other customers or personal information, or where the law requires.
• When the agreement ends, we keep your organization’s data for two months. During that time your administrators can sign in to download your mappings, concept maps, workflows and project files, in the formats the service offers, at no charge, and if you come back, everything is as you left it. Stored credentials for your systems are not exported and must be re-entered by you elsewhere. Message contents are not stored and so cannot be exported. After the two months we delete your organization’s data from the live service, and from backups as they are replaced (we keep backups for up to twelve months), except the records the law requires us to keep, set out in clause 4, which we delete when their periods end. Fees already due remain payable.

15. Changes to these terms

We may update these terms. A new version has a new version number, and we will ask people registering or joining after the change to accept it. For existing customers we will give at least 30 days’ notice, and continued use after that is acceptance. If a change is material and you do not accept it, you may end the agreement before it takes effect, and we will refund any fee you paid for a period after that date.

16. Law and disputes

These terms are governed by the law of the Republic of South Africa. We will first try to settle a dispute by talking to each other in good faith. If that fails, the courts of South Africa have jurisdiction.

17. General

This is the whole agreement about the service and replaces earlier discussions. If a part is found unenforceable, the rest remains in force. A right we do not use is not given up. You may not transfer your rights without our written consent; we may transfer ours to a successor of our business. Notices may be sent by email to the addresses each of us has given. Accepting these terms electronically is as binding as signing them.