Terms of Service

Effective: 14 June 2026  ·  Last Revised: 14 June 2026  ·  Version 3.0

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and LyfeLine Technologies Ltd ("LyfeLine", "we", "us", "our"), a company incorporated in Kenya, governing your access to and use of the LyfeLine ecosystem including:

• MyLyfeLine — the consumer emergency response application (iOS, Android, and web)
• LyfeLine OPUS — the professional emergency dispatch and operations platform (app.lyfelineservices.com)
• LyfeLine Nexus — the field EMS documentation and coordination platform (nexus.lyfelineservices.com)
• Our corporate website at lyfelineservices.com
• All related APIs, mobile apps, web applications, and backend services (collectively, the "Services")

By accessing or using any Service, clicking "I Agree", creating an account, or being provisioned an account by a Subscriber Organisation, you acknowledge that you have read, understood, and agree to be bound by these Terms in full.

If you are a Subscriber Organisation (an organisation that has purchased access to OPUS or Nexus), you agree to these Terms on behalf of yourself and all users you provision. You represent that you have the authority to bind your organisation to these Terms.

If you do not agree to these Terms, you must not access or use any LyfeLine Service. Please contact us at legal@lyfelineservices.com if you have questions before agreeing.

2. Eligibility

2.1 Consumer users — MyLyfeLine

• You must be at least 18 years of age, or the age of legal majority in your jurisdiction, to create an account independently
• Users under 18 may use MyLyfeLine only under a parent or legal guardian's account — the guardian accepts these Terms on the minor's behalf
• You must have the legal capacity to enter into binding contracts under the laws of the Republic of Kenya
• You must not be prohibited from using the Services under any applicable law or regulatory order
• You must provide accurate, complete, and current registration information; false information may result in immediate account termination

2.2 Professional users — OPUS and Nexus

• You must be an employee, contractor, or authorised agent of a Subscriber Organisation that has executed a valid Subscription Agreement with LyfeLine
• Your account must have been provisioned by your Subscriber Organisation's administrator — self-registration is not available on professional platforms
• For clinical features (vital sign entry, prescription management, triage), you must hold the clinical certifications and licences corresponding to the role assigned to your account
• You represent that you are acting within your documented clinical scope of practice when using clinical features
• You must be at least 18 years of age

3. Platform Descriptions and Intended Use

Platform	Intended users	Core features	Not intended for
MyLyfeLine	Individuals, families, patients	SOS dispatch, health profile, ambulance tracking, wearable health monitoring, emergency contact notification	Clinical documentation, prescription management, professional dispatch coordination
OPUS	Emergency dispatchers, hospital coordinators, org admins, LyfeLine staff	Tactical dispatch map, fleet management, incident coordination, staff roster management, analytics, billing, prescription co-sign oversight	Direct patient care, field clinical documentation, personal health tracking
Nexus	Paramedics, medics, nurses, pharmacists, EMS crews	Dispatch receipt, field vitals entry, triage documentation, prescription management, telemedicine consultation, PTT, hospital handoff	Unsupervised clinical decision-making, consumer personal health management, dispatch operations

4. Account Registration and Security

4.1 Account creation

When you create or are assigned an account, you agree to provide accurate, complete, and current information. You must update your information promptly if it changes. LyfeLine reserves the right to suspend or terminate accounts where we have reasonable grounds to believe registration information is false, inaccurate, or outdated.

4.2 Credential security

You are solely responsible for maintaining the confidentiality of your login credentials. You must not share your credentials with any other person, use another user's credentials, or allow anyone else to use your account. If you believe your account has been compromised, notify your Subscriber Organisation administrator (professional platforms) or LyfeLine support (consumer) immediately at security@lyfelineservices.com. You are liable for all activities conducted through your account until you report the compromise.

4.3 One account per user

Each individual may hold one active account on each platform. Creating multiple accounts to circumvent access controls, usage limits, or a suspension is prohibited and constitutes a material breach of these Terms.

5. Acceptable Use

5.1 All users

• Use the Services only for their stated, lawful purpose — emergency response, clinical coordination, or professional platform administration
• Provide accurate, truthful information in all fields — profile data, patient records, incident records, and registration information
• Treat all patient data and health information encountered through the platform with strict confidentiality
• Report any suspected security vulnerability, data breach, or platform misuse to security@lyfelineservices.com promptly
• Comply with all applicable laws, regulations, and professional obligations when using the Services

5.2 Professional users — additional obligations OPUS Nexus

• Only access patient encounter data for incidents to which you are assigned or for which you have documented clinical need
• Record patient vitals, assessments, and treatments accurately and contemporaneously
• Only submit prescriptions for medications within your clinical authorisation and the current patient encounter context
• Obtain patient consent before initiating a telemedicine session; document it in the encounter record
• Report any prescription anomaly, suspected drug diversion, or controlled substance irregularity to your clinical supervisor and via the in-platform suspicious-activity feed
• Maintain your own clinical certifications and licences

6. Prohibited Conduct

The following are strictly prohibited across all LyfeLine Services. Violations may result in immediate account termination, legal action, and reporting to relevant professional or regulatory bodies:

Category	Prohibited acts
Data integrity	Entering false, fabricated, or altered patient records, clinical assessments, prescription records, or incident data; backdating records; altering audit trails
Access control circumvention	Attempting to access data, features, or roles beyond those assigned to your account; accessing another user's account; using admin privileges for personal data access unrelated to your role
Unauthorised data sharing	Sharing, exporting, screenshotting, or disclosing patient health data, staff data, or organisational data outside authorised clinical workflows without documented justification
Prescription abuse	Prescribing or documenting medications outside your clinical authorisation; falsifying prescription co-signs; facilitating or participating in controlled substance diversion
Technical attacks	Attempting SQL injection, XSS, API abuse, reverse engineering, decompilation, brute-force authentication, denial-of-service attacks, or any other attack on LyfeLine infrastructure or user accounts
Automated access	Scraping, crawling, or using automated scripts to access LyfeLine APIs or data without a signed API partner agreement
Competitive use	Accessing or using the Services, or authorising a third party to do so, if you are a competitor of LyfeLine or acting on a competitor's behalf, for benchmarking, competitive analysis, data harvesting, or reverse engineering our proprietary algorithms, dispatch logic, or platform architecture
Identity and credential fraud	Impersonating another person, using another user's credentials, misrepresenting your clinical role or certifications, creating fake accounts
Platform misuse	Using MyLyfeLine to generate false emergency calls; using professional platforms to access patient data for purposes unrelated to active care or authorised audit
Intellectual property infringement	Copying, reproducing, modifying, or distributing any part of the LyfeLine platform, software, or user interface without written permission

7. Clinical Use Disclaimer

• No information, alert, data display, or recommendation presented in any LyfeLine platform constitutes medical advice, a clinical diagnosis, a treatment recommendation, or a prescription
• All clinical decisions — triage category, treatment selection, medication administration, transport destination — remain the exclusive professional responsibility of the licensed healthcare provider using the platform
• LyfeLine technology documents, coordinates, and communicates clinical decisions; it does not make them
• The accuracy of patient data displayed in Nexus or OPUS depends entirely on the accuracy of information entered by clinical staff and provided by patients — LyfeLine makes no representation as to the accuracy of user-generated clinical data
• Vital sign readings displayed in the platform reflect data entered or synced from connected devices; they are not independently verified by LyfeLine and must be clinically interpreted by a qualified professional

LyfeLine Technologies Ltd accepts no clinical liability for patient outcomes arising from the use of our platforms in a clinical setting. Clinical liability remains with the treating professional and their employing Subscriber Organisation.

8. AI Features Disclaimer

• All AI outputs are labelled "AI observation aid — not a clinical diagnosis" and must be treated as one informational input among many, not as a clinical determination
• AI models used within LyfeLine Services (Google Gemini, Anthropic Claude) are general-purpose language and reasoning models, not regulatory-approved medical devices
• You must not use any AI-generated output as the sole or primary basis for any clinical decision affecting a patient's care, diagnosis, medication, or transport
• AI triage suggestions require clinician confirmation before being recorded — they are never auto-accepted
• AI drug interaction flags are advisory — the prescribing clinician must review and make the final decision
• LyfeLine Technologies Ltd accepts no liability for clinical outcomes arising from reliance on AI-generated observations or suggestions
• You have the right to request human review of any AI output that has materially affected a decision about you or a patient — contact dpo@lyfelineservices.com

9. Subscriptions, Billing, and Payment

9.1 Consumer subscriptions — MyLyfeLine

• MyLyfeLine is available on a free tier with optional paid subscription tiers offering enhanced features
• Subscriptions are billed in advance on a monthly or annual cycle as selected at checkout
• Annual subscriptions are non-refundable after 14 days from the first payment date; monthly subscriptions are non-refundable after 3 days
• Subscriptions auto-renew unless cancelled at least 24 hours before the renewal date
• Prices are stated in Kenyan Shillings (KES) and are inclusive of applicable taxes
• LyfeLine reserves the right to change subscription pricing with 30 days' written notice to subscribers

9.2 Subscriber Organisation subscriptions — OPUS and Nexus

Commercial terms for OPUS and Nexus are governed by the Subscription Agreement executed between LyfeLine and each Subscriber Organisation. In the event of a conflict between these Terms and a Subscription Agreement, the Subscription Agreement prevails for commercial matters; these Terms prevail for conduct, acceptable use, and liability matters.

9.3 Late payment

Unpaid invoices are subject to a late payment interest charge of 1.5% per month or the maximum permitted by Kenyan law, whichever is lower. LyfeLine reserves the right to suspend platform access for accounts with invoices more than 30 days overdue, after written notice.

10. Service Availability and SLA

LyfeLine targets 99.5% monthly uptime for all three platforms, measured as the percentage of minutes in a calendar month during which the core API and web applications are available and responding correctly.

Exclusions from uptime calculation

• Scheduled maintenance windows — communicated to Subscriber Organisation administrators at least 48 hours in advance
• Emergency maintenance performed without notice to address active security incidents or imminent data integrity risks
• Outages caused by AWS eu-west-1 infrastructure failures or force majeure events
• Degraded performance due to the customer's own network, devices, or internet connection

For Subscriber Organisations with an active Subscription Agreement, downtime exceeding the monthly uptime target entitles the organisation to service credits as specified in the Subscription Agreement. Credits are the sole remedy for downtime. Live and historical platform status is available at status.lyfelineservices.com.

11. Emergency Services Disclaimer

• Always be prepared to call 999, 112, or your local emergency number directly — do not rely solely on LyfeLine in a life-threatening situation
• Subscriber Organisations operating OPUS or Nexus must maintain documented offline procedures for emergency coordination in the event of platform unavailability
• MyLyfeLine's SOS feature requires an active mobile data or WiFi connection — it may not function in areas with no connectivity
• LyfeLine makes no guarantee that a response unit will be available within any specific time frame
• LyfeLine is not a licensed ambulance service, hospital, or emergency medical provider — we connect you with those services but do not provide them directly

LyfeLine Technologies Ltd is not liable for any patient outcomes, including death or serious injury, arising from: platform unavailability at the time of emergency; reliance on the platform as the sole means of emergency communication; GPS inaccuracy; or delay in response by a third-party emergency service provider.

12. Data, Privacy, and Healthcare Records

Your use of LyfeLine Services involves the collection and processing of personal and health data. Our Privacy Policy (available at lyfelineservices.com/legal/privacy-policy) is incorporated into these Terms by reference and governs all data collection and processing activities.

12.1 Data ownership

• Your personal data: Data you provide about yourself belongs to you. LyfeLine processes it on your behalf to deliver the Services.
• Patient encounter records: Clinical records created through Nexus belong to the Subscriber Organisation (as the clinical record holder under Kenya Health Act) and — ultimately — to the patient.
• Operational data: Incident records, dispatch logs, and audit trails generated within a Subscriber Organisation's account belong to that organisation.

12.2 Healthcare record obligations

• Clinical records created in Nexus are legal clinical records under the Kenya Health Act and are subject to all applicable record-keeping, confidentiality, and patient rights obligations
• The Subscriber Organisation is the data controller for patient clinical records and is responsible for ensuring lawful processing and appropriate patient consent
• Any suspected breach of patient data must be reported to LyfeLine within 24 hours of discovery and to the Kenya ODPC within 72 hours

13. Intellectual Property

13.1 LyfeLine intellectual property

LyfeLine Technologies Ltd owns all intellectual property rights in and to the LyfeLine platforms, including but not limited to: the software, source code, user interface design, algorithms, routing logic, AI integration architecture, database schemas, API specifications, brand marks, logos, trade names, and all associated documentation. Nothing in these Terms transfers any ownership interest in LyfeLine intellectual property to you or to any Subscriber Organisation.

13.2 Licence to use

Subject to your compliance with these Terms, LyfeLine grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the Services for their intended purpose. This licence does not permit you to sublicense the Services, create derivative works, use LyfeLine APIs without a signed API Partner Agreement, or white-label or rebrand the platforms.

13.3 Your content

You retain ownership of data and content you generate within the platforms. By using the Services, you grant LyfeLine a limited, non-exclusive licence to process, store, and transmit your content as necessary to provide the Services. This licence does not authorise LyfeLine to sell, publicly display, or commercially exploit your personal data or health content.

13.4 Open source

Certain components of our platforms use open-source software. The applicable open-source licences are listed at lyfelineservices.com/legal/licenses.

14. Third-Party Services and Integrations

Our Services integrate with third-party services including AWS, Twilio, PostHog, ESRI, Carto, OpenStreetMap, and AI providers (Google Gemini, Anthropic Claude). LyfeLine is not responsible for:

• The terms, privacy practices, or data handling of third-party services
• Outages, errors, or limitations caused by third-party infrastructure
• Changes in third-party service capabilities that may affect LyfeLine feature availability
• The content or accuracy of third-party map data, routing information, or hospital directory listings
• SMS delivery failures caused by mobile carrier network conditions

15. Warranty Disclaimer

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE KENYAN LAW, THE LYFELINE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. LYFELINE SPECIFICALLY DISCLAIMS:

• Any implied warranty of merchantability, fitness for a particular purpose, or non-infringement
• Any warranty that the Services will be uninterrupted, error-free, secure, or free from viruses or malware
• Any warranty that data transmitted through the Services will be accurate, timely, or complete
• Any warranty as to the clinical accuracy, completeness, or fitness of any AI-generated output, map data, routing suggestion, or health information displayed in the platform

Nothing in this disclaimer limits any statutory warranty rights you may have under Kenyan consumer protection law that cannot be contractually excluded.

16. Limitation of Liability

Limitation	Detail
Aggregate liability cap	LyfeLine's total aggregate liability to you shall not exceed the greater of: (a) the total fees paid by you to LyfeLine in the 12 calendar months immediately preceding the event giving rise to the claim; or (b) KES 50,000 for consumer users who pay no subscription fees
Exclusion of indirect damages	LyfeLine shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of data, loss of revenue, loss of profits, loss of business, or business interruption — even if LyfeLine has been advised of the possibility of such damages
Clinical and patient outcomes	LyfeLine is not liable for any clinical outcomes, patient harm, death, or personal injury arising from use of our platforms — including where LyfeLine platforms were used in the care chain. Clinical liability rests with the treating professional and Subscriber Organisation
Third-party failures	LyfeLine is not liable for failures, outages, errors, or data losses caused by third-party infrastructure providers (AWS, Twilio, mobile carriers, map providers) that are beyond LyfeLine's direct control
Emergency response outcomes	LyfeLine is not liable for response time, unit availability, or outcomes of emergency responses coordinated through the platform, where those factors are outside LyfeLine's direct control
Routing and navigation	LyfeLine is not liable for accidents, delays, or harm arising from following platform-suggested routes or navigation instructions

Nothing in this Section 16 excludes or limits LyfeLine's liability for: death or personal injury caused by LyfeLine's own proven negligence; fraud or fraudulent misrepresentation by LyfeLine; or any liability that cannot be excluded or limited under the laws of Kenya.

17. Indemnification

You agree to defend, indemnify, and hold harmless LyfeLine Technologies Ltd and its officers, directors, employees, contractors, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or relating to:

• Your violation of any provision of these Terms
• Your violation of any applicable law, regulation, or professional obligation
• Your misuse of any LyfeLine Service, including accessing features beyond your authorised role
• Your Subscriber Organisation's failure to comply with applicable healthcare data protection laws
• Any clinical decision made using LyfeLine platforms, including reliance on AI-generated observations in place of independent clinical assessment
• Inaccurate, false, or fraudulent information entered into LyfeLine platforms by you or your staff
• Breach of patient confidentiality by you or your Subscriber Organisation's staff

18. Termination

18.1 Termination by you

• Consumer (MyLyfeLine): You may close your account at any time through the app settings. Your data will be deleted in accordance with our Privacy Policy retention schedule.
• Subscriber Organisation: You may terminate your Subscription Agreement in accordance with its notice period. Data export must be requested before the termination date.

18.2 Termination by LyfeLine

LyfeLine may immediately suspend or terminate your account if you commit a material breach of these Terms, your Subscriber Organisation's subscription expires, we are required to do so by law, or we reasonably believe your account is being used to harm users, patients, or LyfeLine's infrastructure.

18.3 Effect of termination

On termination, your licence to use the Services ceases immediately. Provisions that by their nature should survive termination — including Sections 7, 8, 12, 13, 16, 17, 20, and 21 — survive termination.

19. Force Majeure

LyfeLine shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including acts of God, natural disasters, pandemic or public health emergency, acts of war or terrorism, nationwide internet infrastructure failure, failure of AWS eu-west-1 at a scale beyond normal disaster recovery procedures, or labour disputes not involving LyfeLine employees. LyfeLine will use commercially reasonable efforts to resume performance as quickly as possible.

20. Governing Law

These Terms and all matters arising from or relating to your use of the LyfeLine Services are governed exclusively by the laws of the Republic of Kenya, without regard to its conflict of law principles. The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.

For consumer users resident in jurisdictions other than Kenya, mandatory consumer protection rights under your local law shall not be affected by this choice of law clause.

21. Dispute Resolution

21.1 Good-faith negotiation

Before initiating any formal dispute process, both parties agree to attempt to resolve any dispute through good-faith negotiation. Either party may initiate this process by sending written notice of the dispute. The parties will have 30 days from receipt of the notice to resolve the dispute informally.

21.2 Arbitration

If the dispute is not resolved within the 30-day negotiation period, it shall be finally settled by binding arbitration under the Arbitration Act (Cap 49) of Kenya. The following terms govern:

• Seat: Nairobi, Kenya
• Language: English
• Arbitrators: A sole arbitrator, agreed between the parties or appointed by the Chartered Institute of Arbitrators (Kenya Branch) if the parties cannot agree within 14 days
• Confidentiality: All arbitration proceedings, materials, and awards are confidential

21.3 No class actions

To the extent permitted by applicable law, disputes must be brought on an individual basis. You waive any right to participate in a class action or consolidated arbitration involving LyfeLine.

22. Modifications to Terms and Services

LyfeLine may update these Terms from time to time. For material changes:

• We will notify all registered users by email at least 14 days before changes take effect
• We will display a prominent in-app notification for at least 14 days
• Subscriber Organisation administrators will receive direct notification

Continued use of any LyfeLine Service after the effective date of updated Terms constitutes acceptance of those changes. If you do not accept material changes, you may terminate your account.

23. Miscellaneous

Provision	Terms
Entire agreement	These Terms, together with our Privacy Policy, any executed Subscription Agreement, and any applicable Data Processing Agreement, constitute the entire agreement between you and LyfeLine with respect to the Services
Severability	If any provision of these Terms is found to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force and effect
No waiver	LyfeLine's failure to enforce any right or provision on any occasion does not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorised LyfeLine representative
Assignment	You may not assign or transfer your rights or obligations without LyfeLine's prior written consent. LyfeLine may assign these Terms in connection with a merger, acquisition, or sale of substantially all of our assets, with 30 days' written notice
Relationship of parties	These Terms do not create a partnership, joint venture, employment, or agency relationship between you and LyfeLine
Notices	Notices from LyfeLine to you will be sent to the email address on your account. Notices from you to LyfeLine must be sent to legal@lyfelineservices.com or by post to LyfeLine Technologies Ltd, Nairobi, Kenya
Language	These Terms are written in English. Any translation is provided for convenience only; the English version controls in the event of any conflict

24. Contact

Contact type	Details
Legal enquiries	legal@lyfelineservices.com
Privacy enquiries	privacy@lyfelineservices.com
Security reports	security@lyfelineservices.com
Sales and subscriptions	sales@lyfelineservices.com
General support	support@lyfelineservices.com
Phone	+254 733 593 807
Post	LyfeLine Technologies Ltd, Nairobi, Kenya