The terms on which healthcare practices use PractoSync, including responsibilities, data ownership and how our AI features may be relied on.
Last updated: 13 September 2026
PractoSync is provided by Cilliers Koch Investments (Pty) Ltd, trading as PractoSync (“PractoSync”, “we”, “us” or “our”).
These Terms govern the use of the PractoSync software and related services by healthcare practices.
By creating a PractoSync account, signing an order form, accepting these Terms electronically or using the Service, the practice agrees to these Terms.
If you accept these Terms on behalf of a practice, company or other organisation, you confirm that you have authority to bind that organisation.
Where a separately signed agreement or order form between PractoSync and a Practice conflicts with these Terms, the signed agreement or order form takes precedence to the extent of the conflict.
practosync.com is our public marketing and information website. It exists to describe what PractoSync does. It holds no patient records, no clinical information and no practice data, and using it does not create a subscription.
practoplatform.com is the PractoSync application itself. This is where a Practice and its Users work, and where patient, clinical, billing and claims information is created and stored. Patient-facing features such as online booking and digital intake forms also run there.
The PractoSync mobile app (iOS and Android) is a further way for a Practice’s Users to reach the same application. It is for practitioners, not patients: there is no public sign-up, and a User signs in with the account the Practice has issued them. Everything in these Terms about the Service, Users and Patient Information applies to the mobile app in the same way it applies to the application.
These Terms govern the Service, meaning the PractoSync application and the related services made available to a Practice. Where these Terms refer to information, records or Users, they refer to the application unless stated otherwise.
PractoSync is cloud-based healthcare practice management software.
Depending on the Practice’s subscription and the features it enables, the Service may include appointment scheduling, online booking, patient administration, intake forms, clinical documentation, patient history, AI-assisted features, WhatsApp messaging, invoicing, medical aid and IOD claims, electronic remittance information, payments, reporting and related functionality.
PractoSync may introduce, improve, replace or discontinue features from time to time. Where reasonably practicable, we will provide notice before making a change that materially reduces core functionality used by a Practice.
The Service is a software and administrative tool. PractoSync does not provide healthcare, medical, legal, accounting or billing advice.
Each User must use their own account.
Login details may not be shared between people. Individual accounts are necessary for security, access control and audit records.
The Practice determines:
The Practice is responsible for keeping this information current, including promptly removing access when a User leaves the Practice or no longer requires access.
The Practice must notify PractoSync promptly if it suspects that an account or login credential has been compromised.
Where Users access the Service through the PractoSync mobile app, the Practice is responsible for ensuring those devices are secured — including a device passcode or biometric lock — and that access is removed from a User’s device when they leave the Practice or no longer require access.
The Practice is responsible for actions performed through the accounts of its authorised Users.
Where a User who has been given the necessary permission enters, imports, changes, corrects, reverses, moves, merges, archives or deletes information through the Service, PractoSync is entitled to treat that action as an instruction from the Practice.
PractoSync is not required to independently determine whether an authorised User intended to perform the action or whether the Practice internally approved that action.
This includes actions affecting patient information, clinical notes, appointments, invoices, claims, receipts, account information and other records.
The Practice is responsible for establishing appropriate internal controls over who receives permissions capable of changing or deleting information.
The Practice controls the information it and its Users place in PractoSync.
As between the Practice and PractoSync, PractoSync claims no ownership over the Practice’s patient, clinical, billing or financial records.
The Practice is responsible for:
PractoSync does not verify the medical, factual, clinical or legal accuracy of information entered by a Practice or its Users.
The Practice acknowledges that authorised Users may, depending on their assigned permissions, be able to change or delete information.
PractoSync is not liable for loss, damage or liability resulting from information being incorrectly entered, changed, overwritten, reversed or deleted by the Practice or one of its Users, except to the extent that the loss was caused directly by a failure of the PractoSync Service for which liability cannot lawfully be excluded.
Where PractoSync maintains an audit record of an action, that audit record may assist in determining what occurred, but an audit record does not guarantee that the previous contents of a record can be restored.
Where technically possible, PractoSync may assist the Practice with investigating or attempting to recover information deleted or changed by a User. Recovery is not guaranteed and may be charged separately where substantial technical work is required. PractoSync will obtain the Practice’s approval before charging for such work.
PractoSync maintains backup and recovery arrangements as part of operating the Service.
Backups are primarily intended for service continuity, disaster recovery and protection against system-level failures. They are not intended to function as a permanent archive of every earlier version of every record.
The Practice should therefore not assume that information intentionally or accidentally deleted by one of its Users can always be recovered from a backup.
Where loss or corruption of information results from a failure of the Service, PractoSync’s first remedy, where reasonably possible, will be to use commercially reasonable efforts to restore affected information from available backups.
PractoSync does not guarantee that a particular historical version of a record will always be recoverable.
For Patient Information processed through PractoSync, the Practice is generally the Responsible Party and PractoSync is the Operator, as those terms are defined by POPIA.
The Practice determines why Patient Information is processed and instructs PractoSync to process it through the functionality the Practice chooses to use.
PractoSync will:
These provisions are intended to form part of the written operator arrangements required by section 21 of POPIA.
POPIA expressly requires the responsible party to use a written contract to require its operator to establish and maintain appropriate security measures, and requires the operator to notify the responsible party immediately where there are reasonable grounds to believe unauthorised access or acquisition has occurred.
The Practice remains responsible for its own compliance with POPIA, including the lawfulness of the information it collects, information supplied to patients, access granted to its staff and instructions it gives PractoSync.
Our handling of personal information is described further in our Privacy Policy.
Because the Practice is the Responsible Party for its patient records, the Practice is responsible for deciding how to respond to requests from patients for access, correction, restriction or deletion.
PractoSync will not independently determine whether a clinical or other patient record should legally be deleted.
Where the Practice instructs PractoSync to delete or alter Patient Information, PractoSync may rely on that instruction as confirmation that the Practice has determined that the action is lawful and consistent with its professional record-keeping obligations.
PractoSync assists healthcare professionals with administration and record keeping. It does not practise medicine and does not make clinical decisions.
Practitioners remain solely responsible for:
Information, templates, calculations, reference information and other content available through PractoSync must be reviewed by the practitioner where appropriate.
PractoSync may provide AI-assisted features including SyncTo and Patient History.
AI-generated information may be inaccurate, incomplete, inappropriate or omit relevant information.
AI output is provided to assist a healthcare professional and must not be treated as an independent clinical opinion or substitute for professional judgement.
The practitioner remains responsible for reviewing AI-generated clinical information before relying on it or including it in a patient’s clinical record.
Where SyncTo or another feature records a consultation, the Practice and practitioner are responsible for obtaining any patient consent required before recording begins.
PractoSync may use contracted technology providers to process information necessary to deliver AI functionality, as described in our Privacy Policy.
The Practice’s own WhatsApp account. Where the Practice enables WhatsApp messaging, it connects its own WhatsApp Business Account and its own telephone number. The Practice contracts directly with Meta for that account, accepts Meta’s terms for it, and is billed by Meta for message charges. PractoSync does not resell WhatsApp messages and does not add a charge to them.
Moving an existing number is irreversible and deletes that phone’s chat history. A telephone number cannot be used on the WhatsApp Business Platform and in the WhatsApp Business app at the same time. If the Practice connects a number that is currently in use on a phone, that number is permanently removed from the app on that device, the chat history held in the app is deleted and does not transfer to PractoSync, and PractoSync becomes the only place from which that number can send and receive. The Practice is responsible for exporting any chat history it needs before connecting the number. PractoSync cannot recover chat history lost in this way.
Compliance with Meta’s rules. The Practice must comply with Meta’s WhatsApp Business terms and messaging policies. Meta may independently restrict, rate-limit, lower the quality rating of, suspend or disable a Practice’s WhatsApp number or account, including as a result of recipient complaints. PractoSync does not control those decisions and is not liable for them or for their effect on the Practice’s messaging.
Service and utility messaging only. WhatsApp messaging in PractoSync is for appointment, administrative and account communication and for responding to patients. It may not be used for marketing or promotional messaging.
Patient consent is the Practice’s responsibility. The Practice is the Responsible Party and is responsible for obtaining and recording each patient’s consent to be contacted on WhatsApp, and for honouring any withdrawal of that consent. PractoSync will not send an outbound message to a patient whose consent has not been recorded, and will treat a recognised opt-out reply from a patient as a withdrawal of consent. PractoSync does not independently verify that a consent recorded by a User was in fact obtained. Where the Practice uses the patient-facing routes — the intake or online booking form, or the self check-in kiosk — PractoSync records what the patient submitted and when, and treats a patient who messages the Practice on WhatsApp as having initiated contact. A withdrawal is never reversed by any of those routes; reinstating consent is a deliberate act on the patient record.
How WhatsApp limits replies. WhatsApp permits a business to send a free-text message only within 24 hours of the patient’s most recent message. Outside that period only a template previously approved by Meta may be sent. This is a restriction imposed by Meta, not a defect in the Service. Approval of templates is decided by Meta, and PractoSync does not guarantee that a template will be approved or approved within a particular period.
Delivery is not guaranteed. A message may not be delivered or read because a patient has changed number, does not use WhatsApp, has blocked the practice, is offline or has opted out. The Practice remains responsible for confirming appointments and for any communication that must reach a patient.
Not for urgent clinical communication. WhatsApp messages are not monitored by PractoSync and the Practice may not see a message promptly. The Practice must not rely on WhatsApp for urgent or time-critical clinical communication and is responsible for telling its patients so.
Disconnection. The Practice may disconnect its WhatsApp number at any time. Automated and manual messaging stops, and the conversation history already recorded remains part of the Practice’s records in PractoSync.
PractoSync may provide medical scheme, tariff, diagnosis, product, eligibility or other healthcare reference information obtained from third parties.
Although we take reasonable steps to maintain these integrations, PractoSync does not guarantee that third-party reference information is complete, current or appropriate for a particular patient or claim.
The Practice remains responsible for verifying information where this is necessary for accurate billing or regulatory compliance.
PractoSync facilitates electronic medical aid and other healthcare claim transactions through third-party services.
PractoSync does not control a medical scheme, administrator or claims switch and does not guarantee that a claim will be accepted, processed within a particular period or paid.
The Practice is responsible for the information submitted in a claim, including patient information, tariff codes, diagnosis information, supporting documentation, amounts charged and any other information requiring professional or administrative judgement.
Responses received electronically from medical schemes or third-party switches should be reviewed by the Practice.
Where the Practice enables an integrated payment service, PractoSync facilitates the exchange of information required to create or record the payment.
The payment itself is processed by the relevant payment provider.
PractoSync does not guarantee the availability, settlement timing or performance of a third-party payment provider and is not responsible for the provider’s independent acts or omissions.
The Practice remains responsible for refunds, payment disputes and allocation decisions except where an incorrect allocation was caused directly by a PractoSync system error.
Parts of PractoSync depend upon services provided by third parties, including infrastructure, database, communication and messaging, payment, claims, medical reference and AI service providers.
Their services may sometimes be unavailable, delayed, changed or discontinued for reasons outside PractoSync’s reasonable control.
PractoSync will take reasonable steps to manage integrations and address issues affecting the Service, but does not warrant the continuous availability or accuracy of a third-party system.
Personal information processed through third-party providers is handled as described in our Privacy Policy and in accordance with applicable POPIA requirements.
Subscription fees, billing periods, included Users or Practices, transaction charges and additional services are those specified in the Practice’s quotation, order form or other written pricing arrangement.
Subscription fees are payable in advance unless agreed otherwise.
Usage or transaction charges may be billed in arrears.
PractoSync may amend its pricing by giving reasonable written notice. A fee change will normally apply from a future billing period.
Third-party payment, claims or communication providers may charge separate transaction fees.
Where the Practice enables WhatsApp messaging, Meta charges the Practice directly for messages sent through its WhatsApp Business Account, on Meta’s then-current rates. Those charges are not part of the PractoSync subscription and are not collected by PractoSync.
Overdue accounts may be suspended after reasonable notice.
PractoSync aims to provide a reliable Service but does not guarantee uninterrupted or error-free operation.
Access may be affected by maintenance, software defects, internet failures, third-party providers, cybersecurity incidents and events outside our reasonable control.
Where the Practice has a separately agreed service level agreement, that SLA applies.
Otherwise, published response times and availability targets are service objectives rather than guarantees.
Support is available through the channels and during the hours published by PractoSync.
During an active subscription, the Practice may use available export functionality within PractoSync.
The Practice is responsible for ensuring that it retains the information required for its clinical, professional, accounting, tax and legal obligations.
When a subscription ends, PractoSync will provide a reasonable opportunity for the Practice to export its information, subject to the Practice having paid amounts properly due.
After the applicable retrieval period expires, PractoSync may delete information from active systems in accordance with its data-retention processes.
Information may continue to exist temporarily in protected system backups until those backups expire through the ordinary backup lifecycle.
Backups are not available as indefinite archive storage.
PractoSync and its licensors retain all intellectual-property rights in the Service, including its software, code, interfaces, designs, documentation, branding and underlying technology.
The Practice receives a limited, non-exclusive and non-transferable right to use PractoSync for its internal healthcare-practice operations during its subscription.
The Practice may not, except where applicable law expressly permits it:
Each party must protect confidential information received from the other and use it only for the purposes of the relationship.
Patient Information and non-public information concerning the Practice are confidential information.
PractoSync may disclose confidential information only to personnel and contracted providers who require it to provide the Service and are subject to appropriate confidentiality obligations, where authorised by the Practice, or where disclosure is required by law.
These confidentiality obligations continue after termination.
PLEASE READ THIS SECTION CAREFULLY. IT LIMITS PRACTOSYNC’S LIABILITY AND ALLOCATES CERTAIN RISKS TO THE PRACTICE.
To the maximum extent permitted by South African law, PractoSync and its directors, employees, officers, contractors and agents will not be liable for indirect, incidental, special or consequential loss arising from the Service.
This includes, without limitation:
Subject to any liability that cannot lawfully be limited, PractoSync’s total aggregate liability arising from or relating to the Service, these Terms or the relationship between the parties will not exceed the Subscription Fees actually paid to PractoSync for the six months immediately preceding the event giving rise to the claim.
Where less than six months of fees have been paid, the cap is the amount actually paid during that period.
For a free service or trial for which no Subscription Fees were paid, PractoSync’s aggregate liability is limited to R1,000, to the extent permitted by law.
This is an aggregate cap and not a separate limit for each claim, incident, patient or User.
Nothing in these Terms excludes or limits liability to the extent that South African law does not permit that liability to be excluded or limited, including liability for PractoSync’s gross negligence where the Consumer Protection Act applies, fraud or wilful misconduct.
The CPA expressly prohibits contract terms purporting to exempt a supplier from loss directly or indirectly attributable to its gross negligence.
Where PractoSync is legally responsible for loss or corruption of information, and restoration is reasonably possible, PractoSync may first attempt to remedy the issue by restoring information from available backups.
PractoSync is not responsible for information that cannot be recovered where that information was deleted, changed or overwritten through an authenticated action by the Practice or an authorised User, except to the extent that the loss resulted from a failure for which PractoSync is legally responsible.
TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE PRACTICE INDEMNIFIES PRACTOSYNC AGAINST THIRD-PARTY CLAIMS, LOSSES, PENALTIES AND REASONABLE LEGAL COSTS TO THE EXTENT THEY ARISE FROM:
This indemnity does not apply to the extent that the relevant claim was caused by PractoSync’s own conduct for which liability cannot lawfully be excluded.
PractoSync may suspend all or part of the Service where reasonably necessary because:
Where reasonably possible, PractoSync will notify the Practice and allow it to correct the issue before suspension.
Immediate suspension may be used where necessary to prevent harm, fraud, unauthorised access or a security incident.
The subscription continues for the period set out in the Practice’s order form or other agreement.
Either party may terminate in accordance with the notice period contained in that agreement.
PractoSync may terminate for material breach where the breach is not remedied within a reasonable period after notice, or immediately where the breach cannot reasonably be remedied or creates serious legal, security or privacy risk.
Any cancellation rights that cannot lawfully be excluded remain unaffected.
PractoSync may update these Terms to reflect changes in the Service, technology, third-party providers or applicable law.
Material changes will be communicated to Practices before they take effect where reasonably practicable.
Changes do not retrospectively alter liability or obligations arising before the effective date of the amended Terms.
Neither party is liable for delay or failure caused by circumstances outside its reasonable control, including major failures of telecommunications or cloud infrastructure, natural disasters, war, civil unrest, government action, widespread cyber incidents, utility failures or similar events.
This does not excuse payment obligations already due.
These Terms are governed by the laws of the Republic of South Africa.
The courts of South Africa have jurisdiction, subject to any valid dispute-resolution procedure separately agreed between PractoSync and the Practice and any statutory right that cannot lawfully be excluded.
These Terms may be accepted electronically.
Electronic acceptance, including acceptance by checkbox or another electronic process designed to record agreement, may constitute acceptance of these Terms.
South African law recognises agreements concluded by data messages and provides that an agreement is not without legal effect merely because it was concluded electronically.
Questions concerning these Terms may be sent to:
PractoSync
Cilliers Koch Investments (Pty) Ltd
35 Coral Rd, Blue Lagoon 2, Langebaan, 7357, South Africa
Email: info@practosync.com
Say goodbye to scheduling conflicts and long phone calls! With PractoSync’s online booking feature, your patients can effortlessly schedule appointments at their convenience. This streamlined process not only enhances patient satisfaction but also minimizes administrative burdens. You can manage your calendar in real-time and receive instant notifications for new bookings or changes. This means less time spent on the phone and more time dedicated to your patients. Enhance your practice’s efficiency and improve patient engagement with our easy-to-use online booking system, designed specifically for modern medical practices.
Our note-keeping functionality is designed to simplify patient documentation for medical experts. With this feature, you can effortlessly take notes during patient consultations, ensuring accurate and real-time record-keeping. The platform allows you to export notes for easy sharing or offline access and even summarize them for quick overviews. Additionally, you can create and use fully customizable templates tailored to your practice’s unique needs, streamlining your workflow and saving time. Stay organized, efficient, and focused on providing the best care to your patients with this versatile tool.
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