Terms of Service

1. Parties and Acceptance

These Terms of Service ("Terms") form a binding agreement between LyfeLine Technologies Ltd ("LyfeLine", "we", "us") and the Subscriber Organisation and its authorised staff members ("you") who access the LyfeLine OPUS platform at app.lyfelineservices.com.

By logging into or using OPUS, you confirm that:

• You are an authorised staff member of a Subscriber Organisation that has executed a valid OPUS Subscription Agreement with LyfeLine
• You have been granted a user account by your organisation's administrator
• You are acting in a professional capacity within the scope of your employment and agree to these Terms
• You are at least 18 years of age

These Terms supplement, and do not replace, the commercial Subscription Agreement between LyfeLine and the Subscriber Organisation. In the event of a conflict, the Subscription Agreement prevails for commercial matters; these Terms prevail for conduct and liability matters.

The complete LyfeLine group Terms of Service are available at lyfelineservices.com/legal/terms-of-service.

2. Description of Service

OPUS provides the following services to authorised users:

• Dispatch Console: Real-time tactical map, unit assignment, incident management, and fleet tracking for emergency operations coordinators
• Live incident feed: WebSocket-based real-time push of incident status, unit positions, and patient handoff references from Nexus field units
• Organisation Administration: Staff roster management, role and permission assignment, access control, and audit log review for org admins
• Analytics Dashboard: Organisation-level operational metrics, incident history, response time analytics, and performance reporting
• Billing Management: Subscription status, usage reports, and invoice history for organisation administrators
• Prescription Oversight: Controlled substance co-sign workflows, pharmacy volume monitoring, and suspicious-activity feeds for authorised clinical coordinators
• Platform Administration: LyfeLine Technologies internal tools for organisation management, licensing, and team administration (LyfeLine staff only)

3. Accounts and Access

3.1 Account creation

Staff accounts in OPUS are created exclusively by Subscriber Organisation administrators. Self-registration is not available. Accounts are organisation-scoped — your account grants access only to data belonging to your Subscriber Organisation. You may not attempt to access data belonging to another organisation.

3.2 Credential security

You are responsible for maintaining the confidentiality of your login credentials and any MFA codes. You must not share your credentials with any other person. If you believe your account has been compromised, notify your organisation administrator immediately. You are liable for all activities conducted through your account until a compromise is reported.

3.3 Role-based access

Your access to features and data is determined by the role assigned by your organisation administrator (dispatcher, org admin, clinical coordinator, LyfeLine staff). You must not attempt to access features, data, or functions beyond those authorised for your assigned role. Attempting to escalate your own privileges is a material breach of these Terms.

3.4 Account suspension and termination

Your access to OPUS is contingent on your active employment with the Subscriber Organisation and the validity of the Subscriber Organisation's subscription. Accounts are suspended immediately upon termination of employment, expiry of subscription, or material violation of these Terms.

4. Acceptable Use

When using OPUS, you agree to:

• Use the platform solely for legitimate professional emergency operations, dispatch coordination, and healthcare administration purposes
• Handle all patient-related data in accordance with applicable healthcare laws, including the Kenya Health Act (Cap 241) and your organisation's data handling policies
• Accurately record dispatch actions, incident data, and administrative actions — falsifying operational records is a material breach of these Terms and may constitute a criminal offence
• Report security vulnerabilities or suspected breaches to security@lyfelineservices.com immediately upon discovery
• Ensure that your Subscriber Organisation's administrative actions (user invitations, role changes, data exports) are conducted only by authorised administrators for legitimate business purposes

5. Prohibited Conduct

6. Clinical Use Disclaimer

OPUS is an operational coordination and dispatch tool. It is NOT a clinical decision support system, diagnostic tool, therapeutic device, or registered medical device under any regulatory framework.

• No information, alert, or data display in OPUS constitutes medical advice, a clinical diagnosis, or a treatment recommendation
• Clinical decisions made by field staff using Nexus remain the exclusive professional responsibility of the licensed healthcare providers making those decisions
• Patient triage category references displayed in OPUS reflect data entered by Nexus field responders — LyfeLine makes no representation as to their clinical accuracy
• OPUS dispatch routing suggestions are advisory; the dispatcher makes the final assignment decision

LyfeLine Technologies Ltd accepts no clinical liability for patient outcomes arising from the use of OPUS in a clinical coordination chain. Clinical liability remains with the treating professional and Subscriber Organisation.

7. AI Features

OPUS may display AI-generated observations derived from incident data, operational patterns, or prescription volume analysis. All such outputs:

• Are labelled "AI observation aid — not a clinical diagnosis"
• Are generated by third-party AI models (Google Gemini, Anthropic Claude) acting as reasoning engines on de-identified operational data
• Do not constitute medical advice, a clinical recommendation, or output from a regulatory-approved medical device
• Must not be used as the sole basis for any operational or clinical decision affecting patient safety
• Require human review before any consequential action is taken — no AI output triggers automatic account changes, dispatch decisions, or prescription blocks

LyfeLine Technologies Ltd accepts no liability for outcomes arising from reliance on AI-generated observations in OPUS.

8. Patient Data and Healthcare Compliance

Your Subscriber Organisation is responsible for:

• Ensuring all staff with access to patient encounter references are trained in data protection and clinical confidentiality before being granted OPUS access
• Obtaining any patient consents required by applicable law before submitting patient data to the platform
• Maintaining records of processing activities under KDPA s.47
• Notifying LyfeLine of any suspected breach of patient data within 24 hours of discovery, and notifying the Kenya ODPC within 72 hours
• Maintaining documented offline procedures for emergency coordination in the event of platform unavailability

9. Prescription Co-Sign and Controlled Substances

Authorised clinical coordinators using the OPUS prescription co-sign module agree to:

• Only co-sign prescriptions within their documented clinical authorisation and applicable pharmacist certification
• Review the prescription content, patient encounter context, and controlled substance classification before co-signing
• Acknowledge that co-sign records created in OPUS are permanent audit records and cannot be deleted
• Report any suspected prescription irregularity, anomalous dispense volume, or suspicious co-sign request to their clinical supervisor and to LyfeLine via the in-platform suspicious-activity feed

Prescription co-sign records are retained for 10 years from the co-sign date in compliance with Kenya Pharmacy and Poisons Board Act requirements.

10. Service Level and Emergency Disclaimer

LyfeLine targets 99.5% monthly uptime for the OPUS platform, excluding scheduled maintenance windows. Scheduled maintenance is communicated to Subscriber Organisation administrators at least 48 hours in advance. Emergency maintenance may be performed without notice where required to address active security incidents.

11. Subscriptions and Billing

Commercial terms for OPUS — seat counts, pricing, SLAs, annual commitment, and payment schedule — are governed by the Subscription Agreement executed between LyfeLine and each Subscriber Organisation. These Terms govern conduct and liability; the Subscription Agreement governs commercial matters. Unpaid invoices are subject to a late payment interest charge of 1.5% per month or the maximum permitted by Kenyan law.

12. Intellectual Property

LyfeLine Technologies Ltd owns all intellectual property rights in the OPUS platform, including its software, user interface, algorithms, routing logic, and associated documentation. Nothing in these Terms transfers any IP rights to you or your Subscriber Organisation.

Operational data generated by your organisation within OPUS (incident records, dispatch logs, staff activity) belongs to the Subscriber Organisation. LyfeLine may use aggregated, anonymised operational metrics to improve the platform, subject to the Privacy Policy.

13. Limitation of Liability

To the maximum extent permitted by Kenyan law:

• LyfeLine's total aggregate liability to a Subscriber Organisation arising from these Terms shall not exceed the total subscription fees paid by that organisation in the 12 months preceding the claim
• LyfeLine is not liable for indirect, incidental, consequential, or punitive damages, including loss of data, loss of profits, or business interruption
• LyfeLine is not liable for clinical or patient outcomes, even where OPUS was used in the care coordination chain
• LyfeLine is not liable for third-party service failures (AWS, Twilio, Cognito, map providers) that are beyond our direct control
• LyfeLine is not liable for losses arising from reliance on AI-generated observations in place of independent professional judgement

Nothing in these Terms limits LyfeLine's liability for: death or personal injury caused by LyfeLine's own proven negligence; fraud or fraudulent misrepresentation; or any liability that cannot be excluded or limited under the laws of Kenya.

14. Indemnification

You and your Subscriber Organisation agree to indemnify and hold LyfeLine harmless from any claims, losses, or damages (including reasonable legal costs) arising from:

• Your violation of these Terms or the group Terms of Service
• Your organisation's failure to comply with applicable healthcare data laws
• Misuse of patient data or prescription co-sign workflows by your staff
• Clinical decisions made using OPUS outputs without independent professional assessment
• Inaccurate, false, or fraudulent information entered into the platform by your staff

15. Termination

Your Subscriber Organisation may terminate its Subscription Agreement in accordance with its contractual notice period. Upon termination, all staff accounts are deactivated immediately and data access ceases. Data export must be requested before the termination date. LyfeLine may retain data for the periods specified in the OPUS Privacy Policy and required by applicable law.

LyfeLine may suspend or terminate accounts for material breach of these Terms, with or without notice in urgent situations. Provisions that survive termination include Sections 6, 7, 12, 13, 14, 16, and 17.

16. Governing Law and Disputes

These Terms are governed by the laws of the Republic of Kenya. Disputes shall first be subject to 30-day good-faith negotiation. If unresolved, disputes shall be referred to binding arbitration under the Arbitration Act (Cap 49) of Kenya, seated in Nairobi, conducted in English before a sole arbitrator. All proceedings are confidential. Refer to the group Terms of Service for the complete dispute resolution procedure.

17. Miscellaneous

Entire agreement: These Terms, together with the OPUS Privacy Policy and the Subscriber Organisation's Subscription Agreement and DPA, constitute the entire agreement between the parties for the OPUS platform. Severability: If any provision is found unenforceable, the remaining provisions continue in full force. No waiver: Failure to enforce any provision does not constitute a waiver. Modifications: LyfeLine will notify Subscriber Organisation administrators of material changes at least 14 days before they take effect. Continued use after that date constitutes acceptance.

18. Contact