Terms & Conditions

GlowFlow provides clinic management software: bookings, client and clinical records, consent forms, stock, reporting and messaging. GlowFlow does not provide medical services and does not supervise clinical practice. The clinic remains solely responsible for the treatment it provides and for its professional and regulatory obligations.

The operator of the platform, and the party contracting with the clinic, is:

Trading name

GlowFlow

Legal entity

Dr Sophie Ramsaroop (Pty) Ltd

Legal form

Private company registered in South Africa, trading as GlowFlow

Registration number

2021/383189/07

Registered address

Unit 37, 12A Park Road, Malvern, Queensburgh, KwaZulu-Natal, 4093

Contact

admin@glowflow.online

You accept these Terms by creating a clinic account or by using the platform. If you are registering on behalf of a clinic, practice or company, you confirm that you are authorised to bind that entity, and references to "the clinic" in these Terms mean that entity as well as you personally.

You must be at least 18 years old to open an account. The version of these Terms that applies to you is the version published on this page at the time you use the platform. The revision date at the top of this page tells you when it last changed.

• Plans are billed monthly in advance in South African Rand through PayFast. GlowFlow is not registered for VAT, so no VAT is charged on, or added to, the prices shown on the pricing page.
• An upgrade takes effect immediately and is charged from that point. A downgrade takes effect at the end of the current billing period.
• A clinic may cancel its subscription at any time from the owner dashboard. Access continues to the end of the paid period; fees already paid are not refunded pro rata.
• Where a payment fails, GlowFlow may suspend the account after notifying the clinic owner. A suspended account stops sending automated messages but does not delete data.
• We may change subscription prices. Where we do, we will give clinic owners at least one full billing cycle's notice by email, and the new price applies from the start of the billing period after that notice. A clinic that does not want to continue at the new price may cancel before it takes effect.
• A free plan may be changed or withdrawn on 30 days' notice by email. Paid plans are not affected by this.

Each plan includes a monthly allowance of email and SMS messages. The allowances for each plan are shown on the pricing page. Allowances reset on the first day of each month.

Transactional messages — booking confirmations, reminders, receipts, and password and security notices — continue to be sent after the allowance is reached, and are not charged as an extra. Marketing messages, including campaigns and win-back messages, stop once the allowance is reached and resume when it resets. Where a plan includes no SMS allowance, SMS is not available on that plan at all.

We may contact a clinic whose usage is materially out of proportion to its plan and ask it to move to a plan that fits.

The clinic owns its client data. GlowFlow acts as operator under POPIA and processes that data only on the clinic's instructions, as set out in our privacy policy and sub-processor list. On termination the clinic may export its data; records are then deleted within 90 days except where a statutory retention period requires otherwise.

• Appoint an Information Officer and publish its own privacy notice and PAIA manual — the platform generates both from the details the clinic supplies.
• Obtain lawful consent before sending marketing, and before taking or publishing clinical photographs.
• Keep staff accounts accurate and remove access promptly when someone leaves.
• Use the platform only for its own clinic, and not to process data it has no lawful basis to hold.

Each person who uses the platform must have their own account. The clinic is responsible for keeping login details confidential, for everything done under its accounts, and for removing access promptly when a staff member leaves. Passwords must not be shared between staff.

Tell us at admin@glowflow.online as soon as you suspect an account has been compromised, so that we can help you secure it. Where we have reason to believe an account has been compromised, we may suspend it and require a password reset.

The platform, its software, design and text, and the GlowFlow name and logo, belong to Dr Sophie Ramsaroop (Pty) Ltd or its licensors. Nothing in these Terms transfers any of that to the clinic.

For as long as the clinic's subscription is active and paid, we grant the clinic a non-exclusive, non-transferable right to use the platform for its own clinic. That right ends when the subscription ends.

The clinic may not:

• Copy the platform, modify it, or create derivative works from it.
• Reverse engineer it or attempt to extract its source code, except to the extent the law expressly permits and after telling us first.
• Rent it, resell it, or give access to anyone outside the clinic.
• Use automated means to scrape or bulk-extract data, other than through export features we provide for that purpose.
• Work around any technical limit, message allowance or access control.

The clinic keeps ownership of everything it puts into the platform: its logo, treatment descriptions and price lists, client records, clinical notes and clinical photographs. These Terms call that the clinic's content.

The clinic grants us a limited, non-exclusive licence to host, store, copy, transmit, back up and display that content, solely so that we can operate the platform and provide the service to that clinic. The licence exists only for that purpose and ends when the clinic's data is deleted. It is not perpetual, we may not sub-license it, and it does not permit us to sell the content or to use clinical photographs, client records or treatment data in GlowFlow's own marketing or product demonstrations.

The clinic confirms that it holds the rights and the lawful basis it needs for the content it uploads, including any consent that is what makes the processing lawful.

We aim for continuous availability but do not warrant uninterrupted service. Planned maintenance is notified in advance where practicable. Support is provided by email to admin@glowflow.online.

The platform depends on third-party providers for hosting, payments, email, SMS and — where a clinic switches them on — WhatsApp messaging and AI features. They are named in our sub-processor list. An outage or change at one of those providers may interrupt part of the service, and where that is genuinely outside our reasonable control it is not a breach of these Terms by us. It does not reduce our own obligations to the clinic as an operator under POPIA.

You may not attempt to gain unauthorised access to any account or system, probe or test platform security without written permission, resell access, or use the platform for anything unlawful. We may suspend an account immediately where continued use presents a security or legal risk.

A clinic may cancel at any time from the owner dashboard, as set out in section 3.

We may suspend or end a clinic's access where fees remain unpaid after we have given notice, where these Terms are seriously or repeatedly breached, where continued use presents a security or legal risk, or where the law requires us to. Except where the risk requires us to act immediately, we will tell the clinic what the problem is and give it a fair opportunity to put it right first.

We may also decide to stop offering the platform. If we do, we will give clinic owners at least 60 days' notice by email, refund subscription fees already paid for any period after the service ends, and keep the data export function working throughout the notice period.

However the subscription ends, section 5 governs what happens to the clinic's data.

The clinic indemnifies GlowFlow against claims, losses and reasonable legal costs arising from the treatment or clinical advice the clinic provides; from the clinic processing personal information otherwise than in accordance with these Terms, our documented instructions and POPIA, including where it has not obtained a consent it needed; from content the clinic uploads; and from marketing the clinic sends.

This indemnity does not apply to the extent that the claim arises from our own breach of these Terms, our negligence, or our unlawful act.

When you book a treatment on a clinic's GlowFlow site, your agreement for that treatment is with the clinic. GlowFlow supplies the software the clinic uses to take that booking. We are not the treatment provider, we are not the clinic's agent, and we do not supervise or take responsibility for the clinical care you receive. Questions, complaints and refund requests about a treatment go to the clinic.

Bookings made on a clinic's site are subject to availability and to confirmation by that clinic. A deposit may be required. Deposits are credited to the final treatment cost when you attend. The clinic's own cancellation window is shown to you during booking.

Where you do not attend, or you cancel later than the clinic's cancellation window, the clinic may keep some or all of the deposit as a cancellation charge, to the extent that the charge is reasonable in the circumstances. Section 17 of the Consumer Protection Act, 68 of 2008 permits a supplier to impose a reasonable cancellation charge on an advance booking; it does not permit an automatic forfeit in every case, and it does not permit any cancellation charge where the booking could not be honoured because the client died or was hospitalised.

You must be 18 or older to book a treatment for yourself. A booking for a person under 18 must be made by a parent or guardian, who must accompany them and consent to the treatment. The clinic is responsible for confirming age and obtaining that consent before treating anyone under 18, and may decline to treat where it is not satisfied on either point.

Treatment information on a clinic site is general guidance, not medical advice. You must disclose relevant medical history, allergies, medication and pregnancy status before any treatment. The treating practitioner may decline a treatment where it is clinically inappropriate. Outcomes vary and results cannot be guaranteed.

Treatment prices are set by the clinic and are in South African Rand. Whether VAT is included in a treatment price is a matter between you and the clinic; please ask the clinic directly if you need a tax invoice or a breakdown. The price confirmed at the time of your booking applies to that booking.

To the extent permitted by South African law, including the Consumer Protection Act, 68 of 2008, GlowFlow is not liable for indirect or consequential loss, and is not liable for the clinical services a clinic provides. Nothing in these Terms limits liability that cannot lawfully be limited, including liability for death or personal injury caused by negligence, or a consumer's rights under the Consumer Protection Act.

If something goes wrong, please tell us first at admin@glowflow.online and we will try to resolve it with you directly. We aim to acknowledge a complaint within five working days.

If that does not resolve it, you keep every other right you have. Depending on what the complaint is about, you may approach the Information Regulator about the way personal information has been handled; the Health Professions Council of South Africa about the conduct of a registered healthcare practitioner; the National Consumer Commission or a consumer court about a consumer matter under the Consumer Protection Act; or a South African court.

Nothing in these Terms requires you to give up your right to go to court, to take part in a class action, or to arbitrate a dispute outside South Africa.

We give notice to a clinic by email to the owner's address on the account, and that notice takes effect the day after we send it. Please keep that address current — it is the address we use for billing, security and legal notices. You give us notice by email to admin@glowflow.online.

We are not in breach of these Terms where we are prevented from performing by something genuinely outside our reasonable control, including failures of electricity or communications networks, failures at a hosting, email, SMS or payment provider, government action, or natural disaster. We will tell affected clinics what is happening and resume as soon as we reasonably can. If such an event continues for more than 30 days, either party may end the agreement, and we will refund subscription fees paid for the unused period.

• If any part of these Terms is found to be unenforceable, the rest continues to apply, and that part is treated as removed only to the extent necessary.
• If we do not enforce a term straight away, we do not give up the right to enforce it later.
• A clinic may not transfer its agreement with us to anyone else without our written consent, which we will not withhold unreasonably. We may transfer ours as part of a sale or reorganisation of the GlowFlow business, provided the clinic's rights under these Terms are not reduced.
• These Terms, together with our privacy policy, cookie policy, sub-processor list and the pricing page, are the whole of the agreement between the clinic and GlowFlow about the platform, and replace any earlier discussion or proposal.

We may change these Terms. Material changes are notified to clinic owners by email before they take effect, and the version date at the top of this page is updated.

These Terms are governed by the laws of the Republic of South Africa and are subject to the non-exclusive jurisdiction of the South African courts.