LyfeLine Nexus — Terms of Service

Parties and Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between LyfeLine Technologies Limited, a company incorporated in Kenya ("LyfeLine", "we", "us", or "our"), and the Subscriber Organisation and its authorised individual users ("you") who access or use the LyfeLine Nexus field EMS platform.

By activating a Nexus licence, creating an account, accessing the Nexus web application at nexus.lyfelineservices.com, or downloading the Nexus mobile application, you confirm that you have read, understood, and agree to be bound by these Terms and the LyfeLine Group Terms of Service.

1.1 Acceptance by Conduct

If you access Nexus on behalf of a Subscriber Organisation, you represent and warrant that you have authority to bind that organisation. If you do not have such authority, you must not access or use Nexus.

1.2 Amendments

We may update these Terms from time to time. Material changes will be communicated via in-app notification and email to the Subscriber Organisation's primary contact at least 30 days before taking effect, except where immediate changes are required by law or to address a security threat. Continued use after the effective date constitutes acceptance of the revised Terms.

Service Description

LyfeLine Nexus is a cloud-based field emergency-medical-services platform designed for clinicians, paramedics, EMTs, and other licensed EMS professionals. Nexus integrates the following capabilities into a unified field workflow tool:

All modules are subject to availability, licensing tier, and connectivity. Nexus does not replace your organisation's CAD (computer-aided dispatch) system but may integrate with OPUS-powered dispatch environments.

Accounts and Access

3.1 Authorisation Requirements

Access to Nexus is restricted to individuals who satisfy all of the following:

• Are employed by, contracted to, or volunteering with a Subscriber Organisation that holds a valid Nexus licence;
• Hold a valid professional licence or certification appropriate to their role (e.g., Kenya Medical Practitioners and Dentists Council registration, Kenya Nursing Council registration, or Kenya EMT certification);
• Have been granted an account by their Subscriber Organisation's Nexus Administrator; and
• Have completed any mandatory onboarding training specified by LyfeLine or the Subscriber Organisation.

3.2 Credential Security

You are responsible for maintaining the confidentiality of your Nexus credentials. You must not share your login credentials with any other person, including colleagues. You must notify your Nexus Administrator and LyfeLine at security@lyfelineservices.com immediately if you suspect unauthorised access to your account.

3.3 Role-Based Access

Access to clinical modules, prescription features, and controlled-substance functionality is governed by your assigned role within Nexus (e.g., Paramedic, EMT, Physician, Medical Director, Administrator). Attempting to access features beyond your assigned role is prohibited and may constitute a criminal offence under the Kenya Health Act (Cap 241) and Kenya Pharmacy and Poisons Act (Cap 244).

3.4 Device Requirements

Nexus is designed for use on smartphones, tablets, and ruggedised field devices meeting minimum specifications published at nexus.lyfelineservices.com/requirements. LyfeLine is not responsible for degraded functionality arising from use on unsupported devices.

3.5 Licence Portability

Nexus licences are not transferable between Subscriber Organisations. If you change employer, your access is suspended unless the new employer independently holds a valid Nexus licence and grants you a new account.

Acceptable Use

Nexus is authorised for use in the following legitimate EMS and clinical contexts:

• Active patient encounters: Capturing, recording, and transmitting patient care reports (PCRs) for patients under your care during an active EMS response;
• Clinical communications: Coordinating with dispatch, hospital receiving departments, medical directors, or other healthcare providers regarding a patient's care;
• Medication administration: Logging drug administration and initiating the controlled-substance co-sign workflow for patient treatment within your scope of practice;
• Navigation and dispatch: Using Nexus routing and dispatch integration to safely transport patients to appropriate facilities;
• Training and simulation: Using test-mode environments designated by your Subscriber Organisation for training purposes, clearly labelled as non-production;
• Quality assurance: Reviewing your own prior patient encounter records for QA purposes under Subscriber Organisation policy;
• Telemedicine and PTT: Initiating voice, video, and text communications with authorised healthcare providers regarding patient care.

Prohibited Conduct

The following conduct is strictly prohibited and may result in immediate account termination, civil liability, and/or criminal prosecution:

Clinical Disclaimer

6.1 Scope of Practice

All patient care decisions must be made by appropriately licensed and trained clinicians acting within their defined scope of practice and in accordance with your Subscriber Organisation's approved protocols. Nexus supports but does not replace clinical judgement.

6.2 Drug Reference Limitations

Drug reference information provided within Nexus (dosages, contraindications, interactions) is sourced from publicly available pharmacopoeia data and is provided for reference only. This information may not reflect your jurisdiction's approved formulary, your Subscriber Organisation's approved drug protocol, or the latest clinical evidence. Always consult your approved drug protocol and medical director before administering any medication.

6.3 Vital Signs Monitoring

Where Nexus integrates with external vital-signs monitoring devices via Bluetooth, LyfeLine does not certify the accuracy of device readings. LyfeLine is a data relay, not a device manufacturer. Clinical decisions should not be based solely on device data displayed within Nexus without independent clinical assessment.

6.4 Offline Limitations

When operating in offline mode, Nexus retains cached data but AI features, live drug databases, telemedicine, and dispatch integration are unavailable. Clinical protocols must not depend on Nexus connectivity being available at all times.

6.5 Regulatory Compliance

Your Subscriber Organisation is responsible for ensuring that use of Nexus complies with all applicable regulations, including but not limited to the Kenya Health Act (Cap 241), Kenya Medical Practitioners and Dentists Act (Cap 253), and any applicable county health regulations. LyfeLine provides the platform; your organisation provides the clinical governance framework.

AI Features

Nexus incorporates artificial intelligence capabilities powered by large language models provided by third-party AI providers, including Google Gemini and Anthropic Claude. These features operate as decision-support tools only.

7.1 How AI Is Used

• Symptom pattern analysis: AI reviews documented vital signs and symptom data to flag patterns that may warrant clinical attention;
• Protocol prompts: AI may suggest relevant clinical protocol steps based on documented chief complaint and vitals;
• Documentation assistance: AI may assist in structuring PCR narrative from voice dictation or keyword inputs;
• Drug interaction screening: AI may flag potential drug interactions based on logged medication administration.

7.2 Mandatory Disclaimer

7.3 De-identification Before AI Processing

Patient data is de-identified before transmission to third-party AI providers. Direct identifiers (name, ID number, phone number, exact date of birth) are stripped. Only clinical data (symptom description, vital signs, medications, age range, gender) is transmitted. AI providers are contractually prohibited from training on LyfeLine data.

7.4 No Autonomous Clinical Actions

Nexus AI features do not autonomously initiate patient care, administer medications, dispatch resources, or contact emergency services. All actions within Nexus require human initiation and confirmation by an authorised user.

7.5 Opt-Out

Subscriber Organisations may disable AI features for their licenced users through the Nexus Administrator dashboard. Individual users may not disable AI features independently — this is a Subscriber Organisation governance decision.

Patient Data

8.1 Subscriber Organisation as Data Controller

Patient data entered into Nexus is controlled by your Subscriber Organisation. LyfeLine acts as a data processor on behalf of the Subscriber Organisation for the purpose of processing patient encounter data. The Subscriber Organisation bears primary responsibility for ensuring a lawful basis for processing patient data and for fulfilling data subject rights under the Kenya Data Protection Act (KDPA) 2019.

8.2 Special Category Data

Patient health data is special category data under KDPA s.46. Processing is permitted under KDPA s.30(d) (protection of vital interests where consent cannot be obtained) and s.30(h) (provision of healthcare and medical services). Your Subscriber Organisation must maintain records of processing activities under KDPA s.47.

8.3 Data Minimisation

You must enter only the patient data necessary for clinical documentation and care. Do not use Nexus to collect or store patient data unrelated to an active EMS encounter or follow-up care.

8.4 Retention and Deletion

8.5 Cross-Facility Transfer

Patient data may be shared with the receiving hospital or healthcare facility when an EMS unit is transferring a patient, provided the patient has capacity and consents, or where immediate sharing is required for the protection of the patient's vital interests. Such transfers are logged in the Nexus audit trail.

Prescriptions and Controlled Substances

9.1 Prescribing Authority

Only users assigned a prescribing role (Physician or Medical Director) may initiate prescriptions within Nexus. Paramedics and EMTs may log medication administration for pre-authorised protocol drugs within their scope of practice but may not issue prescriptions.

9.2 Controlled Substance Co-Sign Requirement

Administration of Schedule I–IV substances under the Pharmacy and Poisons Act (Cap 244) requires electronic co-signature by an authorised supervising physician or medical director within the Nexus platform before the administration record is finalised. The co-sign request is transmitted in real time; if connectivity is unavailable, the administration is queued and automatically submitted for co-sign when connectivity is restored.

9.3 Drug Administration Records

All drug administration events are logged with a timestamp, administering user ID, drug name and formulation, dose and route, patient identifier, and the supervising co-signer's identity where required. These records are immutable once submitted.

9.4 Formulary Compliance

Nexus enforces your Subscriber Organisation's approved formulary as configured by the Nexus Administrator. Users may not administer drugs not on the approved formulary through the Nexus workflow. Off-formulary administration must be documented through your organisation's existing paper or separate system processes.

9.5 Regulatory Reporting

LyfeLine may be required to report controlled-substance records to the Kenya Pharmacy and Poisons Board (PPB) on request. Subscriber Organisations authorise LyfeLine to comply with such lawful regulatory requests.

Location Tracking

10.1 Purposes of Location Data

• Dispatch integration: Providing your Subscriber Organisation's dispatch centre with real-time unit positioning for incident assignment;
• ETA calculation: Automatically calculating and communicating estimated time of arrival to receiving hospitals and patients;
• Routing: Providing optimal routing to incident locations and hospitals considering traffic, road conditions, and flood risk;
• Fleet QA: Enabling your Subscriber Organisation to review response times, coverage gaps, and unit utilisation for quality assurance;
• Safety: Enabling dispatch to locate a unit if communications are lost during a potentially dangerous incident.

10.2 Off-Duty Privacy

Location tracking operates only when a Nexus shift is active (shift started in the app). Closing the app, ending your shift, or logging out stops continuous background location transmission. Your Subscriber Organisation's Administrator sets shift-end policies.

10.3 Unit-Level Visibility Only to Subscriber Organisation

Real-time GPS data is visible only to your Subscriber Organisation's authorised dispatch operators. LyfeLine does not share individual user GPS data with third parties except where required for emergency response coordination or by law.

10.4 Location Data Retention

Aggregated unit-location history is retained for 12 months for QA purposes, then permanently deleted. Raw GPS coordinates are retained for 90 days for incident reconstruction; after 90 days they are replaced with a geofenced summary (approximate area, not precise coordinates).

10.5 Consent

By accepting these Terms and activating Nexus, you consent to location tracking as described in this section during active shifts. This consent is required for operational use of Nexus and cannot be individually withdrawn while you are using the platform in an active operational capacity. If you object to location tracking, you must not use Nexus in an active shift context and should raise the matter with your Subscriber Organisation.

Push-to-Talk (PTT) and Telemedicine

11.1 PTT Communications

Nexus PTT enables encrypted voice relay between authorised field users and dispatch or medical direction. PTT transmissions are routed through LyfeLine's relay infrastructure and are not retained — audio is relayed in real time and discarded after transmission. No PTT audio recordings are stored on LyfeLine servers unless your Subscriber Organisation has specifically enabled call recording and all parties to the conversation have provided explicit consent.

11.2 Telemedicine Consultations

Nexus supports video and audio telemedicine consultations between field responders and remote medical direction. The following applies:

• Consultations are not recorded by default;
• If the consulting physician's platform supports recording and recording is enabled, all participants must be notified before the session begins;
• Telemedicine is a consultation tool — the treating field clinician retains responsibility for patient care and must use clinical judgement in applying medical direction received over telemedicine;
• Telemedicine availability depends on network connectivity and is not guaranteed in all field environments;
• Medical direction provided via Nexus telemedicine is advisory only and does not replace the field clinician's scope-of-practice obligations.

11.3 Network Quality and Liability

PTT and telemedicine quality depend on cellular and WiFi network conditions outside LyfeLine's control. LyfeLine is not liable for communication failures, delays, or degraded audio/video quality arising from poor network conditions in the field.

Maps, Routing, and Offline Tiles

12.1 Map Data Providers

Nexus uses map data from OpenStreetMap (OSM) contributors, HOT OSM (Humanitarian OpenStreetMap Team) for healthcare facility data, and licensed tile services. Map data is provided under the Open Database Licence (ODbL). Routing calculations use Nexus's proprietary routing engine incorporating a 1.3× road factor for accurate travel-time estimation on Kenyan roads.

12.2 Offline Map Cache

Nexus caches OSM tiles locally on your device for offline operation in areas with limited connectivity. Cached tiles are refreshed automatically when connectivity is available. Cached data may be up to 30 days old in offline scenarios. LyfeLine is not responsible for route or facility information that is stale due to map data not yet reflecting recent road or facility changes.

12.3 Flood-Risk Routing

Nexus incorporates flood-risk routing that re-routes units away from flood-affected roads where flood data is available. This feature relies on third-party flood hazard data and is provided as an advisory tool only. Field responders must exercise independent judgement regarding road safety and are not required to follow Nexus routing suggestions where their direct observation of conditions suggests a different route is safer.

12.4 Routing Limitations

Nexus routing is optimised for EMS response but does not account for all road conditions (e.g., unpublished temporary closures, security incidents, or construction). Route recommendations should be treated as guidance, not authoritative directions. Driver safety remains the sole responsibility of the vehicle operator.

Service Level

13.1 Uptime Target

LyfeLine targets 99.5% monthly uptime for the Nexus cloud backend (excluding scheduled maintenance and force majeure events). Uptime is measured at the API gateway level. Offline functionality within the Nexus app is designed to continue operating for core documentation tasks when the backend is unavailable.

13.2 Scheduled Maintenance

Scheduled maintenance windows are published at least 48 hours in advance via the Nexus Status Page and email notification to Subscriber Organisation primary contacts. We endeavour to schedule maintenance between 01:00–04:00 EAT (East Africa Time) on Sundays to minimise operational impact.

13.3 Emergency Patching

LyfeLine reserves the right to apply emergency security patches without advance notice where a critical vulnerability exists. Emergency patches are designed to be transparent to users (zero-downtime deployment) wherever technically feasible.

13.4 Offline Mode Limitations

Offline mode provides continuity for PCR documentation, medication logging (queued for sync), and cached map navigation. Offline mode does not support real-time dispatch integration, PTT communications, telemedicine, AI features, or live location transmission to dispatch.

13.5 No SLA in Consumer Tier

The 99.5% uptime target is contractually guaranteed only in Enterprise and Professional licence tiers. Pilot and free-trial accounts do not carry an SLA commitment.

Subscriptions and Billing

14.1 Licence Tiers

Nexus is available in the following licence tiers, priced per active user per month, billed to the Subscriber Organisation:

• Pilot: Limited users, limited modules, no SLA, for evaluation purposes only;
• Professional: All modules, 99.5% SLA, standard support;
• Enterprise: All modules, 99.5% SLA, priority support, custom integrations, dedicated account manager.

14.2 Billing Cycle

Subscriptions are billed monthly or annually in advance. Annual subscriptions receive a discount as published in the current pricing schedule. All prices are quoted in Kenya Shillings (KES) or USD as agreed in the licence agreement.

14.3 User Count and True-Up

Fees are based on the number of active users provisioned in the Nexus platform. A quarterly true-up reconciles actual active user counts against contracted licence seats. Subscriber Organisations are invoiced for any overage.

14.4 Payment and Late Fees

Invoices are due within 30 days of issue. Overdue invoices accrue interest at 1.5% per month. Access to Nexus may be suspended for accounts more than 45 days overdue after written notice. Clinical data remains accessible during a 30-day data export window even where access is suspended for non-payment.

14.5 Refunds

Subscription fees are non-refundable except where Nexus fails to meet the SLA for two or more consecutive months in a subscription period, in which case a pro-rated credit is applied. Refund eligibility requires formal written request to billing@lyfelineservices.com within 30 days of the relevant period.

Intellectual Property

15.1 LyfeLine IP

LyfeLine retains all intellectual property rights in the Nexus platform, including but not limited to: source code, software architecture, user interface design, AI model integrations, brand assets, documentation, and API specifications. Nothing in these Terms grants you or your Subscriber Organisation any ownership right in Nexus.

15.2 Subscriber Data

Your Subscriber Organisation owns all patient data, clinical records, and operational data entered into Nexus. LyfeLine holds a limited licence to process this data solely as necessary to provide the Nexus service. LyfeLine does not claim any intellectual property right in your Subscriber Organisation's data.

15.3 Aggregate and Anonymised Data

LyfeLine may use aggregated, de-identified, and anonymised data derived from Nexus usage for product improvement, research, benchmarking, and service development. Such data contains no personal information and cannot be used to identify any individual or Subscriber Organisation.

15.4 Feedback

If you or your Subscriber Organisation submit feedback, suggestions, or feature requests, LyfeLine may use such feedback without obligation to compensate you. You grant LyfeLine a royalty-free, perpetual, worldwide licence to incorporate feedback into Nexus or related products.

15.5 Third-Party Open-Source Components

Nexus incorporates open-source software components. A complete list of open-source licences and attributions is available at legal.lyfelineservices.com/licenses.

Limitation of Liability

These limitations apply to the maximum extent permitted by applicable law. Nothing in these Terms limits LyfeLine's liability for death or personal injury caused by its own negligence, or for fraudulent misrepresentation.

Indemnification

Your Subscriber Organisation agrees to indemnify, defend, and hold harmless LyfeLine Technologies Limited and its officers, directors, employees, agents, and licensors from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your or your Subscriber Organisation's use of Nexus in violation of these Terms;
• Any clinical decision made by your authorised users using Nexus;
• Any breach of applicable law by your Subscriber Organisation, including healthcare regulations, data protection law, and controlled-substance regulations;
• Any claim by a patient, patient's family, or third party arising from your use of Nexus in patient care;
• Infringement of any third-party intellectual property rights through data or content you or your users input into Nexus;
• Unauthorised access to Nexus by persons using credentials issued to your Subscriber Organisation.

LyfeLine reserves the right to assume exclusive control of the defence of any matter subject to indemnification. Your Subscriber Organisation agrees to cooperate in asserting any available defences.

Termination

18.1 Termination by Subscriber Organisation

Your Subscriber Organisation may terminate the Nexus licence agreement with 30 days' written notice. Annual subscriptions cancelled mid-term are not entitled to a refund of the remaining prepaid period unless LyfeLine is in material breach.

18.2 Termination by LyfeLine

LyfeLine may suspend or terminate your Subscriber Organisation's access to Nexus immediately upon written notice if:

• Your Subscriber Organisation or its users materially breach these Terms and the breach is not remedied within 14 days of written notice;
• Your Subscriber Organisation fails to pay undisputed invoices within 45 days of due date;
• Your Subscriber Organisation becomes insolvent, enters administration, or ceases trading;
• Continued access would expose LyfeLine to material legal, regulatory, or reputational risk;
• LyfeLine is required to terminate by a court, regulatory authority, or applicable law.

18.3 Effect of Termination

Upon termination, all user accounts are deactivated. Data export is available for 30 days following termination, after which data is scheduled for deletion in accordance with minimum legal retention periods (clinical records are not deleted before the end of their mandatory retention period regardless of contract termination).

18.4 Survival

The following provisions survive termination: Sections 8 (Patient Data), 9 (Controlled Substances), 15 (Intellectual Property), 16 (Limitation of Liability), 17 (Indemnification), and 19 (Governing Law).

Governing Law and Dispute Resolution

19.1 Governing Law

These Terms and any dispute or claim arising from or connected with them (including non-contractual disputes) are governed by and construed in accordance with the laws of the Republic of Kenya.

19.2 Mandatory Mediation

Before initiating any formal legal proceedings, the parties agree to attempt resolution through good-faith negotiation for a minimum of 30 days following written notice of a dispute. If negotiation fails, either party may request mediation through the Nairobi Centre for International Arbitration (NCIA) mediation services.

19.3 Arbitration

Any dispute not resolved through mediation shall be finally settled by binding arbitration administered by the Nairobi Centre for International Arbitration (NCIA) under the NCIA Arbitration Rules in force at the time of the dispute. The seat of arbitration shall be Nairobi, Kenya. The language of arbitration shall be English. The arbitral tribunal shall consist of one arbitrator where the amount in dispute is less than KES 5,000,000, and three arbitrators for disputes above that threshold.

19.4 Urgent Relief

Either party may seek urgent interim or injunctive relief from the courts of Kenya without first engaging in the dispute resolution procedures above, where the harm is immediate and irreparable.

Miscellaneous

Contact Us

For enquiries relating to these Terms, your Nexus subscription, or clinical governance questions, please contact us through any of the following channels: