Terms and Conditions

1. Who these terms are with

These terms form a binding agreement between Elite Allied Health Pty Ltd (ACN 645 070 579, ABN 29 645 070 579) trading as Clinic Chimp ("Clinic Chimp", "we", "us", "our") and the practice, clinic or business that subscribes to the service (the "Customer", "you", "your").

By ticking the acceptance box at sign-up, you confirm you have read these terms, you agree to them on behalf of your practice, and you are authorised to bind your practice to them.

An "Authorised User" is a practitioner, manager, administrator or other member of your practice whom you permit to use the service. "Customer Data" means information supplied by you or an Authorised User, imported from a system you connect, or created for your practice through use of the service. You are responsible for ensuring that your Authorised Users comply with these terms.

These terms are version au-1.2, effective 4 September 2026. They are written for Australian customers and are governed by Australian law.

The service is currently offered only to practices and businesses established in Australia for use in Australia. Contact us before using the service for a practice established or operating outside Australia.

2. What the service is

Clinic Chimp is an analytics and coaching tool for allied health practices. It connects to your practice-management system, imports selected appointment, invoice, patient, practitioner, location, product and service details, and presents metrics, dashboards, goals, rebooking audits and email reports built from them.

The service primarily reports on information your practice already holds. It is not a practice-management system, a medical device, a billing system or a source of clinical truth. Your practice-management system remains your system of record.

The rebooking-audit feature can create a treatment note in your practice-management system, but only after an Authorised User takes an explicit action and reviews the note text. The note is attributed to that user as the acting clinician and cannot be undone through the practice-management system API. You are responsible for checking the note before confirming it and for correcting it in your practice-management system if necessary.

Clinic Chimp does not provide clinical, financial, legal, accounting or tax advice. Nothing the service outputs is a recommendation about the care of any individual patient. Decisions about patient care, staffing, billing and business strategy remain entirely yours, and you are responsible for them.

3. Your account

You must give accurate details when you sign up and keep them current. You are responsible for everything done under your account, including by Authorised Users and people you invite to it.

Keep credentials secure and do not share logins between people. Each person who uses the service should have their own account. Tell us promptly if you believe an account has been compromised.

You are responsible for making sure the people you invite are entitled to see the information their role exposes. Manager and admin roles can see whole-practice financial and patient information; practitioner roles see their own metrics.

Your subscription gives your Authorised Users a limited, non-exclusive, non-transferable right to access and use the service for your practice's internal business purposes during the subscription. The number and types of Authorised Users you may invite are limited by the plan you select.

4. Connecting your practice-management system

To use the service you give us an API credential for your practice-management system. You authorise us to use that credential to read your practice data, and to write treatment notes back where you use a feature that does so.

You warrant that you are entitled to give us that credential and that access, that doing so does not breach your agreement with your practice-management provider, and that you have the authority and any consents needed under privacy law for us to handle the patient information it exposes.

We keep that credential in an access-restricted database that is encrypted at rest by our database provider, transmit it over encrypted connections, and make it available only to server-side processes that operate the integration for you. You can revoke it at any time in your practice-management system; the service will stop syncing if you do.

Your practice-management system is a separate product supplied by a third party under its own terms. We are not responsible for it, for its availability, or for the accuracy of the data it gives us. If it changes or withdraws its API, some features may stop working.

5. Data accuracy

The metrics we show are only ever as good as the data your practice enters. Appointment statuses, invoice records, patient records and rostered hours all flow through from your practice-management system as they are.

Some metrics use defined rules that will not always match the raw numbers your practice-management system reports — for example, a consultation is only counted as completed where an invoice exists for it. Those definitions are documented in the service. Check them before relying on a figure for anything that matters.

Do not use the service as your only source for anything with a legal, tax, regulatory or clinical consequence.

6. Fees, GST and billing

You select a subscription plan at sign-up. Each plan includes the practitioner and administrator licences shown on the pricing and checkout pages. Solo includes 1 practitioner and 1 administrator, Small includes 3 practitioners and 2 administrators, Medium includes 6 practitioners and 3 administrators, and Large includes up to 5 administrators and the number of practitioner licences you purchase.

Large starts at 7 practitioner licences and is priced at $90 per month plus $5 per month for each practitioner licence beyond 6. Invited users occupy a licence from the time an invitation is sent. Adding a user within your purchased limits does not change your price, and we do not move you to a more expensive plan automatically. If you reach a limit, you must choose a larger plan or purchase additional Large-plan practitioner licences before adding another user.

All prices are inclusive of GST. The price shown is the total amount charged — GST is not added on top. We will provide a tax invoice where required by law.

New accounts include a 30-day free trial. We collect your card at sign-up but do not charge it during the trial. If you cancel before the trial ends you are not charged at all.

After the trial, fees are billed monthly in advance through our payment provider. Your subscription renews automatically each month until you cancel it.

A plan or licence change you confirm takes effect immediately and our payment provider calculates a pro-rata adjustment for the remainder of the billing month. A downgrade cannot proceed while the number of licences in use exceeds the new plan's limits. Any resulting account credit is applied to future subscription fees rather than paid as a cash refund, except where the Australian Consumer Law requires otherwise.

We may change our prices. If we do, we will give you at least 30 days written notice before the change applies to you, and you may cancel before it takes effect without penalty. A price change never applies to a period you have already paid for.

If a payment fails we will tell you and give you a reasonable opportunity to fix it before suspending the service.

7. Cancelling

You can cancel at any time, effective at the end of your current billing month. You keep access until then. We do not charge a cancellation fee and we do not lock you into a minimum term.

We do not refund fees for a month already started, except where the Australian Consumer Law requires it or where we have ended your subscription under clause 16 for a reason that is not your fault — in which case we refund the unused portion.

Before your access ends you can export the synced datasets listed in the service's data-export area as CSV files. The export does not currently include every setting, audit record or item of content created within Clinic Chimp.

Cancelling your subscription does not itself delete your account or Customer Data. We may retain inactive account data while reasonably needed to allow reactivation or export, provide support, protect the service, resolve disputes, and meet legal obligations. You can separately request account deletion as described in clause 9. When personal information is no longer needed or permitted to be retained, we take reasonable steps to destroy it or de-identify it.

8. Acceptable use

You must not:

• use the service in a way that breaches any law, including privacy, health records and consumer law
• upload or connect data you are not entitled to disclose to us
• attempt to access another practice's data, or probe, scan or test the security of the service
• reverse engineer, copy or resell the service, or use it to build a competing product
• use the service to make decisions about an individual patient's clinical care
• give access to anyone outside your practice without our written agreement

9. Privacy and health information

The data we hold for you includes patient information, which is "health information" and therefore "sensitive information" under the Privacy Act 1988 (Cth). We are bound by the Australian Privacy Principles and we handle that information accordingly.

The practice remains responsible to its patients for its handling of their information, and we remain independently responsible for our own handling of personal information under applicable privacy law. Nothing in these terms transfers either party's legal responsibilities to the other. We handle Customer Data only to provide, secure and support the service for you, to follow your instructions, and as otherwise described in these terms. We do not sell it, and we do not use it for advertising.

Our primary database, which holds core synced practice and patient data, is configured in our database provider's Sydney region. Our application functions are also configured to run in Sydney. Data is encrypted in transit and at rest, and access between practices is separated at the database level, not merely hidden in the interface.

Not all information remains exclusively in Australia. We use third-party providers for database and authentication services, application hosting and delivery, email delivery, billing, and the practice-management integration you choose. Their global networks, support, security, operational systems, logs, subprocessors and backup arrangements may process or hold information outside Australia, including in the United States and other countries in which they operate. Overseas information may include account and recipient email addresses, practitioner and practice metrics, user-entered coaching or feedback content, technical logs, billing contact details and, where it passes through hosting or delivery systems, Customer Data containing health information. We do not intentionally send synced patient records or payment-card details to our email provider, and we do not receive or store your full payment-card details. Our Privacy Policy provides more detail.

If an eligible data breach occurs we will notify you promptly and give you the information you reasonably need to meet your obligations. Where both parties hold the affected information, we will cooperate in assessing the incident and coordinating any required notice so that affected individuals do not receive inconsistent or duplicate notices. We will notify the Office of the Australian Information Commissioner and affected individuals where the Notifiable Data Breaches scheme requires us to do so.

If an individual asks us to access or correct patient information we hold for your practice, we may direct them to the practice in the first instance and will give you reasonable assistance to respond. This does not limit any right the individual has to make a request directly to us under privacy law.

You can request account deletion at any time, subject to information we must or are permitted to retain by law. If an administrator uses the service's Delete account action, access and billing end immediately and the account and its Customer Data are marked for deletion. The data remains recoverable for 90 days in case the deletion was a mistake. Contact support during that window to ask about restoration; restoration after the window is not guaranteed.

After the 90-day recovery window, the account data becomes eligible for permanent removal through our secure operational deletion process; it does not necessarily disappear automatically on that exact day. Limited deletion audit, transaction, security or legal records may be retained where reasonably necessary. Copies created by an infrastructure provider, including backup or disaster-recovery copies where available, may remain temporarily under that provider's normal overwrite or deletion cycle and are not used for ordinary business purposes.

10. Who owns what

You own your data. Connecting it to the service does not transfer any ownership of it to us.

You grant us the licence we need to host, process, transmit and display that data in order to operate the service for you, and to keep backups.

We own the service itself — the software, the interface, the metric definitions and the documentation. These terms do not give you any ownership of it. You may use the reports and exports the service produces for your own practice's purposes without restriction.

11. De-identified benchmarking

We may now or in future use your data in de-identified, aggregated form to produce benchmarks — for example, typical rebooking rates for podiatry practices in Australia — and to improve the service.

When we do, the information is stripped of anything that identifies a patient, a practitioner, or your practice, and is combined with data from other practices before it is used or shown. We will never publish or show a benchmark drawn from so few practices that yours could be identified from it.

We do not sell your data, in identified or de-identified form.

If you would rather your practice was not included in benchmarking at all, email us and we will exclude it. Excluding your practice does not affect anything else about your subscription.

12. Availability and support

We aim to keep the service available, but we do not guarantee it will be uninterrupted or error-free. It may be unavailable for maintenance, or because of a problem with a provider we depend on.

Data syncs run on a schedule. Dashboards reflect the most recent successful sync, not live data, and a first import of a full practice history can take hours.

Support is by email at reports@clinicchimp.com. We aim to respond within two business days.

13. Confidentiality

Each of us may learn confidential information about the other. Each party will protect the other's confidential information using at least reasonable care, use it only for this agreement, and disclose it only to its personnel, professional advisers and subcontractors who need it for that purpose and are subject to confidentiality obligations, or where the law requires disclosure.

This does not apply to information that is already public other than through a breach of confidence, that the receiving party already held lawfully, that it receives lawfully from someone without a duty of confidence, that it develops independently, or whose disclosure the other party approves in writing.

On request or when this agreement ends, each party will return or securely destroy the other's confidential information that it no longer needs, except for information it must retain by law or that remains temporarily in secure backups. These obligations continue for five years after the agreement ends, and indefinitely for trade secrets and personal information while they remain confidential.

14. Australian Consumer Law and our liability

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies those guarantees, or any other right you have that cannot be excluded by law. If any part of these terms would do so, that part does not apply.

Where the Australian Consumer Law allows us to limit our liability for failing to comply with a consumer guarantee, and it is fair and reasonable for us to do so, our liability is limited to supplying the services again, or paying the cost of having them supplied again.

Otherwise, and to the extent the law permits, our total liability to you for all claims in any 12-month period is limited to the fees you paid us in the 12 months before the claim arose.

To the extent the law permits, neither of us is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of goodwill, or loss or corruption of data caused by the other's systems.

These limits do not apply to your obligation to pay fees, to either party's fraud or wilful misconduct, or to a breach of clause 9 by us.

15. Indemnity

You indemnify us against loss we suffer from a third-party claim arising out of your breach of clause 4 (your authority to give us access to your data), clause 8 (acceptable use), or your unlawful use of the service.

This indemnity does not apply to the extent the loss was caused by us. We will tell you promptly about any claim, let you take conduct of it, and take reasonable steps to mitigate.

16. Suspension and ending the agreement

Either of us may end this agreement if the other materially breaches it and does not fix the breach within 14 days of being asked to in writing.

We may suspend or end your access immediately, without that 14-day period, only where you have not paid after we have given you notice and a reasonable chance to fix it, where your use is causing a genuine security risk to the service or to other practices, or where the law requires us to. If we do, we will tell you why and what you need to do.

We may withdraw the service entirely on 60 days written notice. If we do, we refund the unused portion of anything you have paid, and you can export your data during the notice period.

Clauses 9, 10, 13, 14 and 15 survive the end of this agreement.

17. Changes to these terms

We may update these terms. For a change that materially affects your rights, we will give you at least 30 days written notice by email before it takes effect, and you may cancel before then without penalty. Continuing to use the service after the change takes effect means you accept it.

If you give notice that you reject a material change and cancel before it takes effect, the previous terms continue to apply until your cancellation becomes effective. The changed terms do not apply to a subscription period you have already paid for.

We may make minor changes — correcting an error, clarifying wording, or reflecting a change in the law — with notice but without a 30-day wait, provided the change does not reduce your rights.

Each version is numbered. We keep a record of which version you accepted and when.

18. General

We may use subcontractors and third-party providers to deliver the service, and we remain responsible for what they do for us. Neither of us may transfer this agreement without the other's consent, except that we may transfer it to a buyer of our business on notice to you.

Neither of us is liable for failing to perform because of something genuinely outside our control, but this does not excuse a failure to pay.

Notices to you go to the email address on your account, which you must keep current. Notices to us go to the email address in clause 12. An email notice is treated as received on the next business day after it is sent unless the sender receives a delivery-failure message.

If part of these terms is unenforceable, it is severed and the rest continues. A delay in enforcing a right is not a waiver of it. These terms are the entire agreement between us about the service and replace anything said or written before, but they do not exclude liability for fraud, misleading or deceptive conduct, or any right or remedy that cannot lawfully be excluded.

The parties are independent contractors. These terms do not create an employment, partnership, agency, fiduciary or joint-venture relationship between them, and neither party may bind the other except as these terms expressly allow.

19. Governing law

These terms are governed by the laws of Queensland, Australia. Both of us submit to the non-exclusive jurisdiction of the courts of Queensland and the courts that hear appeals from them.

Before starting proceedings, both of us agree to first raise the issue in writing and try in good faith to resolve it. This does not stop either of us seeking urgent injunctive relief.

20. Contact

Elite Allied Health Pty Ltd (ACN 645 070 579, ABN 29 645 070 579) trading as Clinic Chimp

Email: reports@clinicchimp.com

If you have a privacy concern, email us and we will respond within 30 days. If you are not satisfied with our response, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au.