Facility Operator Addendum

This Facility Operator Addendum supplements section 9 of our Terms and Conditions and applies only to clinics, pharmacies and healthcare networks that use Maatla Facilities. If there is any conflict between this Addendum and the main Terms and Conditions, this Addendum takes precedence for Facilities users.

In this document, the words we, us, our and Maatla refer to Maatla Healthcare (Pty) Ltd. The words you, your and facility refer to the clinic, pharmacy or healthcare network that uses Maatla Facilities.

2.1 Lawful right and consent. You confirm that you have the lawful right and the necessary consent to load patient personal and health information into Maatla Facilities. You are responsible for obtaining that consent in writing from the patient or their legal guardian before you load their data. If you load a patient without lawful consent, you indemnify Maatla completely for any liability, claim, cost or damage arising from that breach.

2.2 Use of information. You will use patient information only to deliver healthcare services, manage medication collections, and communicate with patients about their care. You will not use it for any unlawful, unrelated or commercial purpose outside the scope of patient care.

2.3 Staff access and role management. You are responsible for managing staff access correctly. You will assign each staff member only the permissions their role requires, and will remove access immediately when they leave or their role changes. You will not share login credentials or allow staff to use another person’s account.

2.4 Compliance with local law. You will comply with all applicable health, privacy and consumer protection laws in your jurisdiction. Maatla provides tools and templates, but you remain responsible for your own legal compliance.

3.1 Your data. Patient information you upload to Maatla Facilities remains your responsibility. You may request an export of your patient database, including names, phone numbers and collection dates, at any time, for the purpose of portability or business continuity. To request an export, email info@maatlahealthcare.com with your facility name, account email and the reason for export. Maatla will approve or decline the request within 5 working days.

3.2 Direct-registered patients. Patients who register directly with Maatla (not through your facility) are owned by Maatla. You may not request their data or contact information without written consent from the patient. If such a patient later chooses to use your facility, you must obtain their explicit permission before loading them into your system.

4.1 Single facility standard. A patient is normally registered with one facility at a time and receives reminders from that facility only.

4.2 Multiple facilities with approval. In exceptional circumstances, a patient may be registered with more than one facility, for example if they are traveling to another province and need to collect from a different pharmacy. The process is as follows:

• The patient requests to register with a second facility.
• Both the original facility and the new facility must email Maatla at info@maatlahealthcare.com confirming that they have the patient’s written permission and stating the reason for dual registration (e.g., temporary travel, relocation in progress).
• Maatla will review the request and approve or decline within 5 working days.
• Once approved, the patient chooses which facility they wish to receive reminders from. Reminders go to the chosen facility only.
• The patient can change their preference at any time by notifying Maatla.

4.3 Fraud prevention. Maatla reserves the right to refuse or cancel dual registration if there is any evidence of fraud, attempt to circumvent our system, or abuse of the process.

5.1 Facility breach. If there is a security incident affecting patient data on your side (e.g., a staff member leaks data, your system is compromised), you must notify Maatla immediately at info@maatlahealthcare.com with details of the incident.

5.2 Maatla breach. If there is a security incident affecting patient data on Maatla’s platform, Maatla will notify you as soon as reasonably possible and will provide a description of what happened and which patients are affected.

5.3 Patient notification. Where a breach affects patients, you are responsible for notifying your patients using a template provided by Maatla. You will bear the cost of those notifications. Maatla will not contact patients directly. You must send notifications within 48 hours of being notified by Maatla.

5.4 Regulatory reporting. Where the law requires reporting to regulators or the Information Regulator, Maatla will handle this on your behalf, but you must cooperate and provide any information Maatla reasonably requires.

6.1 Account closure. You may close your Maatla Facilities account at any time by emailing info@maatlahealthcare.com.

6.2 Data retention after termination. When your account is closed, patient data you uploaded will be retained for 30 days, during which you may request an export. After 30 days, the data will be deleted unless you have requested and paid for extended retention. Maatla is not obliged to retain data beyond 30 days.

6.3 Termination by Maatla. Maatla may suspend or terminate your access if you breach this Addendum, if you breach our Terms and Conditions, or if we must do so to comply with the law or protect the platform. Termination is effective immediately, and the 30-day retention period applies.

7.1 Support channels. For support with Maatla Facilities, contact us at:

• Email: info@maatlahealthcare.com
• Phone: +27 71 012 1322
• Response times are governed by our Service Level Agreement.

7.2 Escalation. If your issue is urgent or unresolved, you may escalate to our team lead by emailing info@maatlahealthcare.com with “ESCALATION” in the subject line.

8.1 Facility fees. You agree to pay the Facilities usage fees listed on our pricing page. Fees may be charged per month or per transaction depending on your plan.

8.2 SMS credits. SMS credits used to send reminders and communications are charged separately. See our SMS Credits Policy for full details.

8.3 Payment. All invoices are due within 30 days unless otherwise agreed in writing. Late payment may result in suspension of your account.

You agree that you will not:

• Use Maatla Facilities to harm, defraud or harass patients.
• Attempt to breach, overload or gain unauthorized access to our systems.
• Share login credentials with unauthorized persons.
• Upload false or misleading patient information.
• Use patient data for purposes outside of healthcare delivery.
• Resell or redistribute Maatla's services.

10.1 Services as-is. Maatla Facilities are provided on an as-is basis. We do not guarantee that the service will be uninterrupted, error-free, or fit for any particular purpose.

10.2 Medical disclaimer. Maatla Facilities is a scheduling and reminder tool. It does not provide medical diagnosis, treatment or advice. You remain responsible for clinical care and for acting on patient information appropriately.

10.3 Limitation of liability. To the maximum extent permitted by law, Maatla is not liable for indirect, incidental or consequential loss arising from your use of Facilities, including loss of data, patient harm or lost revenue. Where liability cannot be excluded, it is limited to the amount you paid Maatla for Facilities in the three months before the claim.

We may update this Addendum at any time. Changes take effect from the moment the updated version is published on our website. By continuing to use Maatla Facilities after a change is published, you accept the updated version.

For questions about this Addendum:

• Email: info@maatlahealthcare.com
• Phone: +27 71 012 1322
• Website: maatlahealthcare.com