Terms of Use — Patients

PLEASE READ THESE TERMS CAREFULLY. BY ACCESSING OR USING THE REFORA PLATFORM AS A PATIENT USER, YOU AGREE TO BE BOUND BY THESE TERMS AND THE POLICIES REFERENCED BELOW.

These Patient Terms of Use ("Terms") govern access to the Refora platform by individual patients ("Patient", "you", or "your"). They are entered into between:

Refora Pte. Ltd. (UEN: 202555125N) having its registered office at 103 Hillview Rise, Singapore 667982 ("Refora", "we", "us", or "our")

and you.

1. Purpose and Scope

1.1 Refora operates a secure online platform that enables healthcare providers to manage referrals and share referral-related information with patients.

1.2 These Terms apply only to Patient Users. Separate terms apply to clinics and healthcare providers.

1.3 Your interaction with the Platform as a Patient encompasses:

receiving referral information and status updates by email, sent directly to you without requiring an account or login;
where your clinic has embedded a Refora referral submission form on its website, submitting a referral request through that form, which transmits your information to Refora on behalf of your clinic;
sending and receiving WhatsApp messages with a clinic through the Platform's messaging integration, which may include automated replies generated by an AI-powered nurture agent on the clinic's behalf (see Section 5.5 below); and
submitting enquiries via web forms on a clinic's website, which may result in WhatsApp-based follow-up from the clinic via the Platform.

1.4 Limited Relationship. These Terms create a limited right to access your referral information on the Platform. They do not create an ongoing service relationship, healthcare relationship, or customer relationship between you and Refora.

2. No Medical or Healthcare Services

2.1 Refora does not provide medical or dental advice, diagnosis, treatment, or care.

2.2 All healthcare services are provided by your clinic or healthcare provider. Any medical questions, concerns, or decisions must be directed to them.

2.3 The Platform must not be used for emergencies. If you require urgent care, contact emergency services or your healthcare provider directly.

2.4 Appointment Facilitation. The Platform may detect when you express interest in booking an appointment and notify your clinic accordingly, but Refora does not book, schedule, or confirm appointments on your behalf. All appointment booking, follow-ups, and clinical coordination are handled independently by your clinic.

3. How You Interact With the Platform

3.1 Patients do not create accounts or log in to the Platform. Your interaction with the Platform happens through one of the following paths:

Referral notification: When your clinic refers you to a specialist, Refora sends you an email containing your referral details directly. No account creation or login is required to receive or read this information.
QuickRefer form submission: If your clinic has embedded a Refora referral form on its website, you may submit a referral request through that form. Refora receives your submission on behalf of your clinic.
WhatsApp enquiry: You may contact a clinic by sending a WhatsApp message to the clinic's business number. Your messages are received and processed by the Platform on the clinic's behalf, and you may receive automated and staff replies via WhatsApp (see Section 5.5).

3.2 You are responsible for keeping the email address and phone number you provide to your clinic up to date, and for safeguarding access to your own email and WhatsApp account.

3.3 No Patient Login. The Platform does not provide patients with authenticated dashboard access. All referral and clinical information is delivered to you directly via email, or exchanged via WhatsApp, rather than viewed through a login-gated account.

4. Role of Clinics

4.1 Your clinic controls the referral content, medical information, and documents made available to you on the Platform.

4.2 Requests to:

correct medical records;
update referral details; or
obtain clinical clarification

must be directed to your clinic or healthcare provider. Refora does not modify or validate clinical content.

5. Privacy and Data Protection

5.1 Refora processes personal data and health information in accordance with its Privacy and Data Protection Policy and Data Retention and Deletion Policy, which form part of these Terms.

5.2 Refora acts as a data intermediary. Your clinic remains the data controller responsible for the accuracy, completeness, and legality of your medical information.

5.3 By accessing the Platform, you acknowledge and consent to the processing of your data in accordance with those policies.

5.4 Automated Processing. Where your clinic uses the inbound email intake feature (which allows referral emails to be forwarded automatically into the Platform), the content of those emails — including information relating to you — may be processed by an AI-assisted extraction service to generate structured referral records. This processing is used only to create your referral record and does not result in any automated decision-making that has legal or similarly significant effects on you. Clinical decisions remain the sole responsibility of your healthcare provider. Further detail is set out in the Privacy and Data Protection Policy (Section 6.IX).

5.5 WhatsApp Messaging and AI-Powered Conversations. Where your clinic has connected a WhatsApp Business account to the Platform:

(a) Messages you send to the clinic's WhatsApp number are received by Refora and processed on the clinic's behalf. Your phone number, message content (including text, images, documents, and other media), and message metadata are stored on the Platform as part of a unified conversation record.

(b) The Platform operates an AI-powered nurture agent that may generate and send replies to you via WhatsApp on the clinic's behalf. These replies are automated and are not written or individually reviewed by clinic staff before sending. The AI nurture agent answers general enquiries about the clinic's services, facilitates appointment booking, and may send follow-up messages if you do not respond.

(c) The AI nurture agent does not provide medical or dental advice, diagnosis, or treatment recommendations. Any clinical questions should be directed to your healthcare provider.

(d) If you request to speak with a human, the AI nurture agent will stop responding and your clinic will be notified. Clinic staff may also reply to you directly via WhatsApp at any time, at which point automated replies are paused for your conversation.

(e) If you do not respond to messages, the Platform may send up to two re-engagement template messages over a period of approximately 48 hours. If you still do not respond, the Platform will stop sending automated messages to you for that enquiry.

(f) Your messages and conversation history may be visible to authorised clinic staff through the Platform dashboard.

5.6 Web Form Enquiries with WhatsApp Follow-Up. If you submit an enquiry through a web form on a clinic's website and provide your phone number, the clinic (via the Platform) may initiate WhatsApp-based follow-up using a pre-approved template message. From that point, the WhatsApp messaging provisions in Section 5.5 above apply.

6. Permitted Use

6.1 You may use the Platform only for the purposes described in these Terms and only in relation to your own referral information.

6.2 You must not:

(a) attempt to access information relating to any other patient;

(b) interfere with the operation or security of the Platform; or

6.3 Refora may suspend or restrict access where it reasonably believes there has been unauthorised access or misuse.

7. Availability and Notifications

7.1 The Platform is provided on an "as available" basis.

7.2 Refora may suspend access for maintenance, security, or operational reasons.

7.3 Notifications. Notifications indicating that a referral has been completed or updated are provided for informational purposes only and do not constitute confirmation of treatment, diagnosis, or clinical outcome.

8. Intellectual Property

8.1 All intellectual property rights in the Platform, including software and interfaces, belong to Refora or its licensors.

8.2 These Terms grant you a limited, non-exclusive, non-transferable right to access the Platform solely for the purposes described.

9. No Fees

9.1 Access to the Platform is provided free of charge to Patient Users.

9.2 Refora does not collect payment from patients for Platform access.

10. Disclaimer

10.1 While reasonable care is taken to deliver referral information securely, Refora does not warrant that referral information sent to you is complete, current, or error-free.

10.2 Refora is not responsible for decisions made based on information provided by clinics.

11. Limitation of Liability

11.1 To the fullest extent permitted by law, Refora is not liable for:

any clinical decisions or outcomes;
loss or damage arising from reliance on referral information; or
issues caused by incorrect, incomplete, or outdated information provided by clinics.

11.2 Nothing in these Terms limits liability that cannot be excluded by law.

12. Termination of Access

12.1 Refora's communications with you regarding a referral may end when:

your referral is completed; or
your clinic withdraws access.

12.2 Termination of access does not affect data retention obligations under applicable law or Refora's data policies.

13. Changes to These Terms

13.1 Refora may update these Terms from time to time.

13.2 Continued access to the Platform after changes take effect constitutes acceptance of the updated Terms.

14. Governing Law

These Terms are governed by the laws of Singapore. The courts of Singapore have exclusive jurisdiction.

Last updated: 23 June 2026

Effective date: 23 June 2026