Terms of Service

1. Agreement to Terms

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“you”, “your”, “Customer”) and RefNet Pty Ltd (“RefNet”, “we”, “us”, “our”) governing your access to and use of the RefNet referral management platform, including the web application, mobile application, and all associated services (collectively, “the Platform”).

By creating an account, accessing, or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are accepting these Terms on behalf of a medical practice, organisation, or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms.

If you do not agree to these Terms, you must not access or use the Platform.

2. Service Description

RefNet is a cloud-based referral management platform designed for Australian radiation oncology practices. The Platform provides:

• Referral ingestion and classification — automated processing of inbound referral emails, including AI-assisted extraction of referring doctor contact details and referral metadata.
• Contact management — a directory of referring doctors and their practice details, enriched from referral data.
• Analytics and insights — dashboards and reporting on referral patterns, referrer relationships, and practice activity.
• AI chat assistant — a conversational interface for querying referral data, searching contacts, and reviewing trends.
• Bulk import — Excel and CSV import of existing contact data.
• Notifications — configurable in-app and email alerts for referral activity and system events.

RefNet is a practice management tool. It is not a medical device, clinical decision support system, or electronic health record. It does not provide medical advice, diagnosis, or treatment recommendations. It does not store, process, or display patient clinical information.

3. Eligibility and Registration

3.1 Eligibility

The Platform is available to registered medical practitioners, practice managers, and authorised staff of Australian medical practices. You must be at least 18 years of age to create an account.

3.2 Account Registration

To use the Platform, you must create an account by providing your name, email address, and a password. You are responsible for:

• Providing accurate and current registration information.
• Maintaining the confidentiality of your account credentials.
• All activity that occurs under your account.
• Notifying us immediately if you become aware of any unauthorised use of your account.

We reserve the right to suspend or terminate accounts that we reasonably believe contain inaccurate information or are being used in breach of these Terms.

3.3 Organisational Accounts

RefNet supports multi-user access within a medical practice or organisation (“Organisation”). The individual who creates the Organisation is the initial owner. Organisation owners and practice managers may invite additional users, assign roles, and manage access permissions. Each Organisation's data is logically isolated from all other Organisations within the Platform.

4. Acceptable Use

4.1 Permitted Use

You may use the Platform only for its intended purpose: managing referrals, maintaining referring doctor contact details, and related practice administration within an Australian medical practice context.

4.2 Prohibited Conduct

You must not:

• Use the Platform for any unlawful purpose or in violation of any applicable Australian Commonwealth, state, or territory law.
• Intentionally input, store, or transmit patient clinical data (including diagnoses, treatment plans, pathology results, or patient-identifiable health information) into the Platform.
• Attempt to gain unauthorised access to any part of the Platform, other users' accounts, or the underlying infrastructure.
• Interfere with, disrupt, or impose an unreasonable load on the Platform or its infrastructure.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Platform.
• Use the Platform to transmit malware, viruses, or any other harmful code.
• Scrape, harvest, or collect data from the Platform by automated means other than through the Platform's intended interfaces.
• Resell, sublicense, or otherwise commercially exploit access to the Platform without our prior written consent.
• Use the AI features of the Platform to generate content for purposes unrelated to referral management.
• Circumvent or attempt to circumvent any security features, access controls, or usage limits.

4.3 Enforcement

We may suspend or terminate your access to the Platform if we reasonably determine that you have breached these Terms. Where practicable, we will provide notice and an opportunity to remedy the breach before taking action, except where immediate action is necessary to protect the Platform, its users, or third parties.

5. Data Ownership and Intellectual Property

5.1 Your Data

You retain all rights, title, and interest in and to the data you input into the Platform and the data generated from your referral processing (“Your Data”). This includes referring doctor contact details, referral metadata, notes, and any other content you create or that is generated from your inbound referrals.

We do not claim ownership of Your Data. We access and process Your Data only as necessary to provide the Platform services, as described in these Terms and our Privacy Policy.

5.2 Licence to Us

By using the Platform, you grant us a limited, non-exclusive, royalty-free licence to use, process, store, and display Your Data solely for the purpose of providing and maintaining the Platform services to you. This licence terminates when your account is closed and Your Data is deleted.

5.3 Our Intellectual Property

The Platform — including its software, design, user interface, algorithms, AI models, documentation, and trademarks — is and remains the intellectual property of RefNet Pty Ltd. These Terms do not grant you any rights to our intellectual property except the limited right to access and use the Platform in accordance with these Terms.

5.4 Feedback

If you provide us with feedback, suggestions, or ideas regarding the Platform, you grant us an unrestricted, irrevocable, perpetual licence to use that feedback for any purpose without obligation or compensation to you.

6. AI-Powered Features — Capabilities and Limitations

6.1 Use of Artificial Intelligence

The Platform uses artificial intelligence (“AI”) for several core functions, including:

• Classifying inbound emails as referrals, images, or unknown.
• Extracting referring doctor contact details and referral metadata from emails and PDF attachments.
• Matching extracted contacts against your existing contact directory.
• Powering the chat assistant for searching and querying your referral data.

AI processing is performed using Amazon Web Services (AWS) Bedrock within the ap-southeast-2 (Sydney, Australia) region. See Section 8 (Sovereign Data Residency) for details.

6.2 AI Limitations and No Guarantee of Accuracy

You acknowledge and agree that AI-powered features are inherently probabilistic and may produce inaccurate, incomplete, or unexpected results. Specifically:

• Extraction accuracy is not guaranteed. The AI may misread, misinterpret, or fail to extract information from referral documents.
• Classification may be incorrect. The AI may misclassify an email — for example, treating a non-referral letter as a referral, or vice versa.
• Contact matching is approximate. The contact-matching algorithm uses fuzzy matching with weighted scoring. It may produce false positives or false negatives.
• Chat assistant responses are generated. Responses may contain inaccuracies, omissions, or misinterpretations of your data. The assistant does not provide medical advice.
• AI behaviour may change. As underlying AI models are updated by their providers, the behaviour, accuracy, and output format of AI features may change without notice.

6.3 Your Responsibility to Review

RefNet provides review mechanisms — including review queues, confidence indicators, and manual override capabilities — precisely because AI outputs require human verification. You are responsible for reviewing and verifying all AI-generated outputs before relying on them for any clinical, administrative, or business decision. RefNet is a decision-support tool, not a decision-making tool.

6.4 No Training on Your Data

Your Data is not used to train, fine-tune, or improve any AI model. AI inference is performed on a per-request basis through AWS Bedrock, which does not retain input or output data for model training purposes.

7. Subscription, Payment, and Billing

7.1 Subscription Plans

Access to the Platform is provided on a subscription basis. The features available to you depend on your subscription plan. Current plans, pricing, and feature inclusions are published on our website and within the Platform.

7.2 Payment

Subscription fees are billed in advance on a recurring basis (monthly or annually, depending on your selected plan) via our payment processor. By subscribing, you authorise us to charge your nominated payment method for the applicable fees.

7.3 Price Changes

We may change our subscription pricing from time to time. We will provide at least 30 days' notice of any price increase. Price changes will take effect at the start of your next billing cycle following the notice period.

7.4 Refunds

Subscription fees are generally non-refundable. However, we may offer refunds or credits at our discretion on a case-by-case basis. Statutory rights under Australian Consumer Law are not affected by this clause.

7.5 Free Trials

We may offer free trial periods at our discretion. At the end of a trial, your account will transition to a paid subscription unless you cancel before the trial expires. We will notify you before any charges are applied.

8. Sovereign Data Residency

8.1 Australian Data Sovereignty

All data processed and stored by RefNet resides exclusively within Australian borders. Our entire infrastructure operates in the AWS ap-southeast-2 (Sydney, Australia) region.

8.2 No Cross-Border Data Transfers

RefNet does not transfer, replicate, or store Your Data outside of Australia. There are no cross-border data flows to overseas data centres, third-party analytics services, or international AI providers. Your Data remains subject to Australian law at all times.

8.3 Third-Party Sub-Processors

Our primary infrastructure provider is Amazon Web Services (AWS). The AWS Asia Pacific (Sydney) Region maintains certifications including ISO 27001, SOC 2 Type II, and IRAP at the PROTECTED level. We do not engage overseas sub-processors for the handling of Your Data.

9. Service Availability

We use commercially reasonable efforts to maintain the Platform's availability. However, we do not guarantee uninterrupted, error-free, or continuous access to the Platform. We may perform scheduled maintenance that temporarily affects Platform availability. We are not liable for interruptions caused by events beyond our reasonable control.

10. Security

10.1 Our Security Measures

We implement industry-standard security measures to protect the Platform and Your Data, including:

• AES-256 encryption of data at rest.
• TLS encryption of data in transit.
• Industry-standard password hashing (scrypt with per-user salt).
• SHA-256 hashing of email subject lines (original text never stored).
• Multi-tenant data isolation at the database level.
• Authentication and session management with automatic session expiry.
• API rate limiting.
• Security headers (CSP, X-Frame-Options, and others).
• Immediate deletion of raw source documents after extraction.

10.2 Your Security Responsibilities

You are responsible for using a strong, unique password, not sharing your account credentials, securing the devices you use to access the Platform, and promptly reporting any suspected security incident.

10.3 Security Incidents

If we become aware of a data breach or security incident that affects Your Data, we will notify you and, where required, the Office of the Australian Information Commissioner (OAIC) in accordance with the Notifiable Data Breaches (NDB) scheme.

11. Limitation of Liability

11.1 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other applicable law that cannot be excluded, restricted, or modified by agreement.

11.2 Limitation Where Permitted

To the maximum extent permitted by law:

• No consequential loss. RefNet is not liable for any indirect, incidental, special, consequential, or punitive damages.
• AI output disclaimer. RefNet is not liable for any loss, damage, or adverse outcome arising from reliance on AI-generated outputs.
• Aggregate liability cap. Our total aggregate liability is limited to the amount you paid in subscription fees during the 12-month period immediately preceding the event giving rise to the claim.

12. Indemnification

You agree to indemnify, defend, and hold harmless RefNet, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses arising from or related to:

• Your use of the Platform in breach of these Terms.
• Your violation of any applicable law or regulation.
• Your intentional input of patient clinical data or other prohibited content into the Platform.
• Any dispute between you and a third party arising from your use of the Platform.

13. Account Termination and Data

13.1 Termination by You

You may cancel your subscription and close your account at any time through the Platform's settings or by contacting us. Cancellation will take effect at the end of your current billing period.

13.2 Termination by Us

We may suspend or terminate your access to the Platform immediately for material breach, on 14 days' notice for remediable breach, or on 30 days' notice for any reason.

13.3 Effect of Termination

Upon termination, your access will cease and Your Data will be permanently deleted from our systems. Audit logs and compliance records may be retained in anonymised form as required by law.

13.4 Data Export

You may download your data at any time from the Settings page. We recommend exporting your data before closing your account.

14. Changes to These Terms

We may modify these Terms from time to time. When we make material changes, we will update the “Last updated” date and notify you through the Platform or by email at least 30 days before the changes take effect. Your continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

15. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of New South Wales, Australia. You submit to the non-exclusive jurisdiction of the courts of New South Wales and the Federal Court of Australia.

Before commencing formal legal proceedings, both parties agree to attempt to resolve any dispute through good-faith negotiation. If unresolved within 30 days, either party may refer the dispute to mediation administered by the Australian Disputes Centre (ADC) in Sydney.

16. General Provisions

These Terms, together with the Privacy Policy and any applicable subscription or order terms, constitute the entire agreement between you and RefNet regarding your use of the Platform. If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force and effect. Our failure to enforce any provision does not constitute a waiver.

17. Contact Us

If you have questions about these Terms, please contact:

RefNet Pty Ltd
Email: support@refnet.pro