Terms of Service

1. Acceptance of Terms

By accessing or using the Lucoze healthcare management platform ("Service"), operated by Svasamm Research Pvt. Ltd. ("Company", "we", "us", "our"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

If you do not agree to these Terms, you must not access or use the Service. We recommend that you print or save a copy of these Terms for your records.

2. Account Registration

• Accuracy of information: You agree to provide accurate, current, and complete information during the registration process and to update such information as necessary to keep it accurate and complete. Providing false or misleading information is grounds for immediate account termination.
• One account per facility: Each healthcare facility may register one primary account. Additional user accounts for staff members are created and managed under this primary facility account by the designated administrator.
• Administrator responsibility: The facility administrator is responsible for managing user access, assigning roles and permissions, and ensuring that all users under their account comply with these Terms. The administrator is also responsible for maintaining the security of login credentials and must promptly notify us of any unauthorised access.
• Account security: You are solely responsible for safeguarding your account credentials. You agree to notify us immediately at support@lucoze.com if you suspect any unauthorised use of your account.

3. Subscription & Billing

• Free trial: New accounts receive a 14-day free trial with full access to all features of the selected plan. No credit card is required to start a trial. At the end of the trial period, you must subscribe to a paid plan to continue using the Service.
• Auto-billing: Subscriptions are billed automatically on a monthly or annual basis, depending on the billing cycle you select. You authorise us to charge your designated payment method at the beginning of each billing cycle. All prices are displayed inclusive of applicable taxes unless otherwise stated.
• Cancellation policy: You may cancel your subscription at any time from your account settings. Upon cancellation, you will retain access to the Service until the end of your current billing period. No partial-month refunds are issued for monthly plans.
• Refund policy: For annual subscriptions, we offer a pro-rata refund for the unused portion of your subscription if you cancel within the first 90 days. After 90 days, annual subscriptions are non-refundable. Monthly subscriptions are non-refundable.
• Price changes: We reserve the right to modify our pricing. We will provide at least 30 days' notice of any price changes. The new pricing will take effect at the start of your next billing cycle following the notice period.

4. Acceptable Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. Specifically, you agree not to:

• Use the Service for any illegal activities, including but not limited to fraud, money laundering, or activities that violate healthcare regulations.
• Misuse the platform by uploading malicious code, attempting to gain unauthorised access to other accounts or systems, or interfering with the proper functioning of the Service.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service or any part thereof.
• Resell, sublicense, or redistribute access to the Service without our prior written consent.
• Use the Service to store or transmit content that infringes on the intellectual property rights of any third party.
• Use automated scripts, bots, or scrapers to access the Service without our prior written approval.

5. Data Ownership

Your data belongs to you. Specifically:

• Customer data: All data you enter into the Service — including patient records, clinical notes, financial records, and operational data — remains your exclusive property. We claim no ownership rights over your data.
• Data processor role: We act solely as a data processor with respect to your data. We process your data only as necessary to provide the Service and in accordance with our Privacy Policy and any applicable data processing agreement.
• Data portability: You may export your data at any time in standard formats (CSV, PDF, JSON) using the export tools built into the platform. We will never hold your data hostage.
• Aggregated data: We may use anonymised, aggregated data that cannot identify any individual or facility for the purpose of improving the Service, generating industry benchmarks, or producing statistical reports. No personally identifiable or patient-specific information is ever included in aggregated data.

6. Service Availability

• Uptime SLA: We commit to a 99.9% uptime Service Level Agreement, measured on a monthly basis. This equates to no more than approximately 43 minutes of unplanned downtime per month.
• Scheduled maintenance: Planned maintenance is performed during low-traffic windows (typically weekends between 00:00 and 06:00 IST) and is announced at least 48 hours in advance via email and in-platform notification. Scheduled maintenance does not count against the uptime SLA.
• Force majeure: We shall not be liable for any downtime or service interruption caused by events beyond our reasonable control, including but not limited to natural disasters, acts of government, internet backbone failures, cyberattacks of unprecedented scale, pandemics, or other force majeure events.
• Service credits: If we fail to meet the 99.9% uptime SLA in any given month, you may request a service credit equal to 10% of that month's subscription fee for each additional 0.1% of downtime, up to a maximum credit of one month's subscription fee.

7. Intellectual Property

• Platform IP: The Lucoze platform — including its design, architecture, source code, algorithms, user interface, documentation, trademarks, and all associated intellectual property — is and remains the exclusive property of Svasamm Research Pvt. Ltd. Your subscription grants you a limited, non-exclusive, non-transferable licence to use the Service for the duration of your subscription.
• Customer IP: You retain all intellectual property rights in the data and content you create, upload, or store within the Service. Nothing in these Terms transfers ownership of your data or content to us.
• Feedback: If you provide us with suggestions, ideas, or feedback about the Service, you grant us a royalty-free, worldwide, perpetual licence to use, modify, and incorporate such feedback into the Service without any obligation to you.

8. Limitation of Liability

To the maximum extent permitted by applicable law:

• The Service is provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Service's fitness for a particular purpose, merchantability, or non-infringement.
• In no event shall Svasamm Research Pvt. Ltd., its directors, employees, or agents be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, revenue, or business opportunities, arising out of or in connection with your use of the Service.
• Our total aggregate liability for any claims arising from or relating to these Terms or the Service shall not exceed the amount you have paid to us in the twelve (12) months preceding the event giving rise to the claim.
• Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, or any liability that cannot be excluded under applicable law.

9. Termination

• By you: You may terminate your account at any time by cancelling your subscription through your account settings or by contacting us at support@lucoze.com.
• By us: We may suspend or terminate your account if you breach these Terms, fail to pay subscription fees after reasonable notice, or if we are required to do so by law. We will provide you with reasonable notice before termination, except in cases of severe or repeated violations.
• Data after termination: Upon termination, you will have 30 days to export your data using the platform's built-in export tools. After 30 days, your data will be queued for permanent deletion in accordance with our Privacy Policy.
• Surviving provisions: Sections relating to data ownership, limitation of liability, intellectual property, governing law, and dispute resolution shall survive the termination of these Terms.

10. Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. Any legal proceedings arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in Bengaluru, Karnataka, India.

11. Dispute Resolution

In the event of any dispute arising out of or relating to these Terms or the Service, the parties agree to the following resolution process:

• Informal resolution: The parties shall first attempt to resolve the dispute informally through good-faith negotiation for a period of 30 days from the date one party notifies the other of the dispute.
• Mediation: If the dispute is not resolved informally, the parties agree to attempt mediation administered by a mutually agreed-upon mediator before pursuing arbitration or litigation.
• Arbitration: If mediation fails, the dispute shall be resolved by binding arbitration conducted in Bengaluru, India, in accordance with the Arbitration and Conciliation Act, 1996. The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties. The language of the arbitration shall be English.

12. Contact

If you have any questions about these Terms of Service, please contact us:

• Email: legal@lucoze.com
• Company: Svasamm Research Pvt. Ltd.

For general support enquiries, please contact support@lucoze.com.