Terms of Service

01About these terms#

VCare is operated by Vantrexis LLP, a limited liability partnership registered in Singapore (“we”, “us”). By creating an account or using VCare you agree to these terms and to our Privacy Policy, which forms part of this agreement. If you do not agree, please do not use the service.

These terms address two audiences, and both sets of sections apply to each reader where relevant:

• Patients, individuals using the VCare app to book appointments and track clinic queues. Sections 1-6 and 9-16 are for you.
• Clinics, healthcare providers using the VCare dashboard under a signed services agreement. Everything here applies to you, plus section 7. If these terms ever conflict with your signed services agreement or order form, the signed agreement wins.

02What VCare is (and isn’t yet)#

VCare is a queue management and appointment system for private clinics in Singapore. The service, as it exists today, is:

• Appointment booking, patients book visits with participating clinics through the app.
• Live queue tracking, patients see their queue number and estimated wait; clinics run the queue from the dashboard.
• The clinic dashboard, scheduling, queue management and the related administrative tools for clinic staff.

Features on our public roadmap, health records, prescriptions, digital MCs, payments and others, are not part of the service until we launch them and say so. Nothing in these terms, our marketing or our roadmap grants access to an unlaunched feature, and roadmap plans can change. When a new feature launches we will update these terms and our Privacy Policy first if either needs it.

03Not a medical service#

VCare is an administrative platform. We move bookings and queue numbers; we do not practise medicine. Specifically:

• Nothing in VCare is medical advice. No content in the app, on this website or in our messages is a diagnosis, a treatment recommendation or a substitute for consulting a doctor.
• Your clinic and its clinicians are responsible for your care, consultations, diagnoses, prescriptions and treatment all belong to the relationship between you and your MOH-licensed clinic. VCare is the messenger, not the doctor.
• We do not triage. Queue ordering reflects clinic operations, not clinical judgement about whose condition is more urgent. That judgement is always the clinic’s.

04Accounts & eligibility#

• You must be at least 13 to hold a VCare account. Children under 13 are welcome as patients, through a profile created and managed by a parent or guardian, who consents on their behalf.
• Give accurate information. Bookings and profiles must use your real details, or those of a family member you are genuinely authorised to manage. Clinics rely on them to identify patients safely. Wrong details are a safety issue, not just a data-quality one.
• Your credentials are your responsibility. Keep your login to yourself, use the security features we provide, and tell us promptly at admin@app-vantrexis.com if you believe someone else has used your account. You are responsible for activity under your account until you notify us.
• One person, one account. Accounts are personal and not transferable. Family profiles exist precisely so you never need to share a login.

05Acceptable use#

Whoever you are, patient, clinic staff or visitor, you must not use VCare to:

• Break any law, or infringe anyone’s rights.
• Access, or attempt to access, data you are not authorised to see.
• Make fake bookings, hold queue places you do not intend to use, or manipulate the queue.
• Harass, threaten or abuse clinic staff, other patients or our team.
• Impersonate another person, or misrepresent your authority to act for someone.
• Probe, scan or test the vulnerability of the service, or circumvent its security or access controls.
• Overload the service, scrape it, or access it with automated tools we have not authorised.
• Copy, resell, sublicense or white-label the platform, or build a competing service from it.
• Upload malware or anything else designed to harm the service or its users.

We may suspend or terminate accounts that breach this section; see section 13 for how that works, including when we give notice first.

06Queue times are estimates#

Live waiting times are our best calculation from the clinic’s real-time queue data. They are estimates, not guarantees. Consultations run long, urgent cases take priority, doctors step out, systems hiccup. Do not treat an estimated wait as a promise of when you will be seen, and follow your clinic’s instructions on when to arrive, if the clinic says be there by a certain time, that instruction beats the app’s estimate.

We are not liable for consequences of relying on a queue estimate as if it were a guarantee (see section 12), though we work continuously to make estimates as accurate as they can honestly be.

07Additional terms for clinics#

If you use the VCare dashboard as a clinic, these apply on top of everything else:

• Your licence is yours. You are responsible for holding and maintaining your own MOH licences and approvals under the Healthcare Services Act. VCare is software; using it neither grants nor substitutes for any healthcare licence.
• Your patients are yours. The clinical relationship, the duty of care, medical records obligations and clinical decisions sit with you and your practitioners. VCare provides tooling, not care.
• Accurate, compliant listings. Information you publish through VCare (services, hours, prices) must be factual and comply with the healthcare advertisement regulations that apply to you. You authorise us in writing to display your listing, and you keep it current.
• Staff account hygiene. Staff accounts are individual, no shared logins. Keep access lists current, remove leavers promptly, assign the least role each person needs, and require the MFA the platform provides. You are responsible for all use of VCare under your clinic’s accounts.
• Data-processing agreement. We process your patients’ personal data as your data intermediary under the written data-processing agreement signed with your clinic, it governs purposes, security measures, breach notice windows and data return, and it prevails over these terms for data-processing matters.

08Fees & payment#

• For patients, the app is free. You pay your clinic for your care directly, exactly as you always have. VCare does not process patient payments today, no card details, no payment balances, nothing. If we ever introduce payment features, we will update these terms and tell you before they launch.
• For clinics, VCare is a subscription, billed per your order form or signed services agreement and the pricing page current when you signed. Fees are in Singapore dollars and payable per the invoicing terms in your agreement. Vantrexis LLP is not currently GST-registered, so no GST is added to invoices. If that changes, GST would apply at the prevailing rate from the date of registration, and we will tell you before it appears on any invoice.
• Changes and non-payment. Subscription prices can change at renewal with advance notice, never mid-term. If invoices go unpaid past their due date, we may suspend dashboard access after written notice, and we restore it promptly when the account is settled. Suspension never touches your data or the handback rights in section 10.

09Intellectual property#

Vantrexis LLP owns VCare: the software, its design, and the VCare name and logo. These terms give you a limited, non-exclusive, non-transferable right to use the service for its intended purpose while your account is in good standing, nothing more. You may not copy, modify, reverse-engineer or create derivative works from the platform except where the law allows it regardless of what a contract says.

What we do not own: your data. Patients own their personal information; clinics own their clinic data; medical records remain governed by the clinic that creates them. If you send us feedback or suggestions, we may use them to improve VCare without owing you anything. That is the entire extent of it.

10Data protection & data handback#

How we collect, use, protect and retain personal data is set out in our Privacy Policy, which forms part of these terms. In short: for patient data we act as each clinic’s data intermediary under a written agreement; for account data we are the responsible organisation ourselves; data stays in Singapore; and we never sell personal data.

When a clinic leaves VCare, its data comes back to it. We call this handback, and it is a commitment, not a courtesy:

• We return the clinic’s data in a structured, commonly used, machine-readable format.
• We never unilaterally delete patient records that a clinic is legally required to keep, MOH requires electronic patient records to be retained for the patient’s lifetime plus 6 years, and that duty survives a change of software vendor. Handback comes first; deletion happens only after confirmed handback, and only where the law allows.
• The mechanics, formats, timelines, confirmation steps, are set in the clinic’s data-processing agreement.

11Availability & maintenance#

We want VCare up around the clock, and we build for that. But we are a young platform and we will be honest with you: we do not warrant a specific uptime level at launch. The service is provided “as is” and “as available”. Maintenance windows, outages and events beyond our control will sometimes interrupt it.

• We schedule planned maintenance outside clinic hours wherever possible and give clinics advance notice of it.
• We tell you about significant unplanned outages and what we are doing about them, rather than going quiet.
• Clinics should keep a sensible fallback (such as the paper queue) for the rare moments we are down; the dashboard makes it easy to reconcile afterwards.
• Where a clinic’s signed agreement includes specific service levels, those apply to that clinic and prevail over this section.

12Limitation of liability#

Nothing in these terms excludes or limits liability that cannot be excluded or limited under Singapore law, including liability for fraud, or for death or personal injury caused by our negligence.

Subject to that, and to the extent the law allows:

• We are not liable for medical care. Diagnosis, treatment and clinical outcomes are the clinic’s and its practitioners’ responsibility, not ours (section 3).
• We are not liable for losses caused by inaccurate information you provide, by reliance on a queue estimate as a guarantee (section 6), or by events beyond our reasonable control.
• We are not liable for indirect or consequential losses, loss of profits, revenue, goodwill or anticipated savings arising from your use of, or inability to use, the service.
• Our total aggregate liability is capped: for a clinic, at the subscription fees that clinic paid us in the 12 months before the event giving rise to the claim (or as set in its signed agreement, which prevails); for a patient, given the app is free, at S$100. We think honest caps stated plainly are fairer than boilerplate nobody reads.

13Suspension & termination#

• Patients can stop at any time, delete your account in the app or by emailing us, and the retention schedule in the Privacy Policy takes over from there.
• Clinics terminate per the notice provisions of their signed agreement. Data handback under section 10 applies on any termination, whoever initiated it and for whatever reason.
• We may suspend or terminate accounts that seriously or repeatedly breach these terms. Our default is to warn first and give you a chance to fix the problem: we give reasonable prior notice with the reason wherever practicable, and we suspend without prior notice only where necessary to prevent harm, a security incident, a legal requirement, or ongoing abuse of clinic staff or the platform. Even then, we tell you what happened and why as soon as we reasonably can.
• After termination, sections that by their nature continue, including intellectual property (9), data handback (10), liability (12) and governing law (15), survive.

14Changes to these terms#

VCare will grow, and these terms will change with it. When we make a material change, we give you advance notice in the app or by email, at least 14 days before the change takes effect, longer where the change warrants it. Continuing to use VCare after the effective date means you accept the updated terms; if you do not, stop using the service and (for clinics) the termination rights in your agreement apply. Minor changes that do not affect your rights, a typo, a clarified sentence, may take effect on posting, with the “Last updated” date always telling you when this page last moved.

15Governing law & jurisdiction#

These terms, and any dispute or claim arising out of them or the service (including non-contractual disputes), are governed by the laws of Singapore. The courts of Singapore have exclusive jurisdiction, and both of us submit to it. If any provision of these terms is found invalid, the rest continue in force.

16Contact#

Questions about these terms go to Vantrexis LLP: admin@app-vantrexis.com or +65 8837 8515. For anything about personal data, the Privacy Policy tells you how to reach our Data Protection Officer.