Terms & Conditions

Kairo GP Practice Management System

Last updated: 28 February 2026

Operated by: Medpro Essentials Ltd

1. Agreement to Terms

These Terms and Conditions (“Terms”) constitute a legally binding agreement between Medpro Essentials Ltd (Company Number: 16569098), registered in England and Wales, trading as “Kairo” (“we”, “us”) and the GP practice or organisation (“Practice”, “you”) that registers to use the Kairo platform.

By registering a practice on Kairo, the Practice Administrator accepts these Terms on behalf of their organisation and all staff members who access the platform. If you do not agree to these Terms, do not use Kairo.

2. The Kairo Platform

Kairo is a cloud-based, multi-tenant GP Practice Management System providing:

  • Patient registration, demographics management, and medical history tracking
  • Appointment scheduling with 12 appointment types and room allocation
  • Clinical notes and SOAP-format consultation documentation
  • Prescription management (acute and repeat) with pharmacy nomination
  • Document management (lab results, referrals, discharge summaries, and more)
  • Billing and invoice management with manual payment recording
  • Staff management across 7 roles with working hours configuration
  • Automated appointment reminders via WhatsApp, SMS, and email (optional add-on — see Section 3)
  • In-app notification system
  • Practice settings including rooms, appointment types, and pharmacy links
  • Forms and questionnaire builder
  • Secure device registration and approval workflow

3. Subscription Plans & Messaging Add-On

Kairo is offered on the following subscription tiers. Pricing is in United States Dollars (USD). Kairo reserves the right to modify subscription pricing with 30 days' written notice to registered practices.

3.1 WhatsApp & SMS Notifications (Optional Add-On)

Kairo offers an optional WhatsApp & SMS Notifications add-on, available on all subscription plans. This add-on enables automated appointment reminders, confirmations, cancellation notices, and custom patient messages via WhatsApp, SMS, and email.

  • Pricing model: Pay-per-message. Practices are charged for each WhatsApp or SMS message sent. There is no monthly minimum
  • Message costs: WhatsApp and SMS message rates are based on the underlying third-party provider costs (Twilio) plus a service margin. Current rates will be displayed in the Kairo platform before a practice enables the add-on
  • Billing: Messaging costs are billed monthly in arrears, in addition to the practice's subscription fee
  • Opt-in: The messaging add-on must be explicitly enabled by the Practice Administrator. It is not included by default in any subscription plan
  • Patient consent: Practices are responsible for obtaining appropriate patient consent before sending WhatsApp or SMS messages. Kairo provides template consent language but the Practice remains the data controller for patient communications
  • Message content: All messages sent via the Kairo platform must relate to legitimate healthcare communications (appointments, reminders, practice updates). Marketing or promotional messages are not permitted

Kairo uses Twilio as its third-party messaging provider. By enabling the messaging add-on, the Practice acknowledges that patient phone numbers will be transmitted to Twilio for the purpose of delivering WhatsApp and SMS messages. See our Privacy Policy for full details on third-party data processing.

4. Payment Terms

  • Subscription fees are payable monthly or annually in advance
  • Accepted payment methods: cash, bank transfer, EcoCash, OneMoney (as available)
  • Invoices unpaid after 14 days will result in account suspension
  • Accounts suspended for more than 30 days may be terminated with data export provided
  • No refunds are issued for partial months or unused subscription periods
  • Kairo does not process patient payments or store card data

5. Practice Responsibilities

By subscribing to Kairo, the Practice agrees to:

5.1 Data Responsibilities

  • Ensure all patient data entered into Kairo is accurate and up to date
  • Obtain appropriate patient consent for the collection and processing of their personal and medical data
  • Maintain their own data protection and information governance policies
  • Train staff on the appropriate use of patient data within Kairo
  • Notify patients of how their data is used in accordance with the Zimbabwe Data Protection Act
  • Not enter data relating to patients of another practice into your Kairo account

5.2 Security Responsibilities

  • Ensure only authorised staff members are registered as system users
  • Manage device approvals and promptly revoke access for devices that should no longer be authorised
  • Ensure staff protect their login credentials and do not share passwords
  • Notify Kairo immediately if you suspect unauthorised access to your account
  • Set appropriate billing PIN security and restrict access accordingly

5.3 Clinical Responsibilities

  • Kairo is a practice management system — it is not a substitute for clinical judgement
  • All clinical decisions remain the sole responsibility of the registered clinician
  • Practices are responsible for the accuracy of clinical notes, prescriptions, and referrals
  • Kairo does not validate drug interactions, clinical appropriateness, or prescribing decisions

6. Acceptable Use Policy

You agree NOT to use Kairo to:

  • Enter false, misleading, or fraudulent patient or clinical information
  • Access data of patients not registered to your practice
  • Attempt to access another practice's data through any means
  • Reverse engineer, decompile, or attempt to extract source code from the platform
  • Use the platform for any unlawful purpose or in violation of any applicable regulation
  • Share login credentials between staff members
  • Attempt to circumvent device registration or security controls
  • Use automated bots, scrapers, or scripts to access the platform
  • Upload malicious files, viruses, or harmful code

7. Intellectual Property

The Kairo platform, including all software, design, branding, documentation, and content, is owned by Medpro Essentials Ltd (Company Number: 16569098) and protected by applicable intellectual property laws including those of England and Wales.

Practices are granted a limited, non-exclusive, non-transferable licence to use Kairo solely for the management of their own GP practice during the subscription period.

Patient data entered by a practice remains the property of that practice. Kairo claims no ownership of patient clinical records.

8. Data Protection

In respect of patient data, the Practice is the data controller and Kairo acts as the data processor. Kairo will:

  • Process patient data only as instructed by the Practice and as described in the Privacy Policy
  • Implement appropriate technical and organisational security measures
  • Notify the Practice of any data breach affecting their patient data within 72 hours
  • Assist the Practice in responding to data subject access requests
  • Delete or return patient data upon termination of the subscription as agreed

Full details of data handling are set out in the Kairo Privacy Policy and Data Processing Agreement.

9. Service Availability

Kairo aims to maintain high platform availability, however:

  • We do not guarantee 100% uptime and may perform maintenance with advance notice
  • Scheduled maintenance will be communicated via in-app notification where possible
  • Emergency maintenance may occur without notice in the case of security incidents
  • Kairo is not liable for losses arising from temporary service unavailability
  • Data is backed up regularly; however, practices should maintain their own clinical records backups

10. Limitation of Liability

To the maximum extent permitted by applicable law, Medpro Essentials Ltd shall not be liable for:

  • Any clinical outcomes, misdiagnoses, or patient harm arising from use of the platform
  • Loss of patient data due to practice negligence, unauthorised access, or failure to maintain device security
  • Indirect, consequential, special, or punitive damages
  • Business interruption or loss of revenue
  • Any loss arising from reliance on platform-generated reports or statistics

Our total liability to any practice shall not exceed the total subscription fees paid by that practice in the 12 months preceding the claim.

11. Termination

11.1 Termination by Practice

  • Practices may cancel their subscription with 30 days' written notice
  • Upon cancellation, read-only access will be provided for 30 days for data export
  • After 30 days, all practice data will be securely deleted from Kairo servers

11.2 Termination by Kairo

  • Kairo may suspend or terminate accounts immediately for material breach of these Terms
  • Material breaches include: non-payment, security violations, unlawful use, or misuse of patient data
  • Kairo will provide reasonable notice of termination except in cases of serious breach

12. Governing Law

These Terms are governed by the laws of England and Wales. Medpro Essentials Ltd is a company registered in England and Wales (Company Number: 16569098). Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protection rights applicable in Zimbabwe where services are delivered.

13. Changes to Terms

Kairo reserves the right to update these Terms. Practices will be notified via email and in-app notification at least 30 days before material changes take effect. Continued use after the effective date constitutes acceptance.

14. Contact