Terms of Service

1. Acceptance of Terms

By accessing or using the Service, you agree to these Terms and our Privacy Policy. If you do not agree, please do not use the Service. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. About Tenaye & the Service

Tenaye is a culturally-aware telehealth platform that connects patients with licensed healthcare providers through video, audio, and messaging consultations. The Service supports related capabilities including appointment scheduling, electronic medical records, prescriptions, lab results, payments, and organizational accounts for employers, insurers, and partner organizations.

3. Eligibility

To create a Tenaye account you must be at least 18 years old and able to form a binding contract. Minors may receive care through a parent's or legal guardian's account. Healthcare professionals must hold a valid, current license to practice in every jurisdiction where they treat patients. Organization administrators must be authorized to act for the organization they represent.

4. Account Types

Tenaye supports several account types — patients, healthcare providers (doctors, nurses, and other clinicians), and organization administrators. Each account type has its own functionality, obligations, and access. By selecting an account type during registration, you agree to the additional rules in these Terms that apply to that role.

5. Account Security

You are responsible for keeping your login credentials confidential and for all activity that occurs under your account. We strongly recommend enabling multi-factor authentication. Notify us immediately of any unauthorized use or security breach. We may suspend accounts we reasonably believe to be compromised.

6. Nature of Telehealth — Tenaye is Not a Healthcare Provider

Tenaye is a technology platform. Tenaye does not practice medicine, provide medical advice, diagnose, or prescribe treatment. Healthcare services on the Service are provided by independent licensed clinicians who are solely responsible for the care they deliver. The provider–patient relationship exists between you and the clinician — not Tenaye.

7. Not for Medical Emergencies

The Service is not intended for medical emergencies. If you are experiencing a life-threatening condition — including but not limited to chest pain, difficulty breathing, severe bleeding, suicidal thoughts, stroke symptoms, or any acute medical crisis — do the following immediately:

• Call your local emergency services number; or
• Go to the nearest emergency room or hospital.

8. Patient Use

As a patient, you agree to provide accurate health information to assist your clinician, follow their professional guidance, and use the Service only for legitimate healthcare needs. Telehealth has limits and may not be appropriate for all conditions; your clinician will advise if an in-person visit is needed. You are responsible for any consultation fees, subscription charges, and applicable taxes shown at checkout.

9. Healthcare Provider Use

As a healthcare provider on Tenaye, you must:

• Maintain a valid, current license to practice in every jurisdiction where you treat patients;
• Provide accurate professional credentials and qualifications;
• Comply with applicable medical regulations, standards of care, and ethical obligations;
• Maintain patient confidentiality and follow data-protection laws;
• Practice only within the lawful scope of your license;
• Keep your availability schedule accurate and respond to scheduled appointments in a timely manner;
• Use the Service only for legitimate healthcare purposes.

10. Organization Accounts

Organizations (employers, insurers, partner clinics, and similar entities) may sponsor or administer Tenaye accounts for their members or employees. Organization administrators may access information about their sponsored users limited to what is necessary to administer the relationship — for example, eligibility, plan tier, and benefits usage. Organizations are responsible for the actions of their administrators and for ensuring lawful processing of their members' information.

11. Consultations & Recordings

Video and audio consultations are conducted through our integrated communication infrastructure. Recording of a consultation may only occur with the documented, informed consent of all participants. You are prohibited from recording, screen-capturing, or distributing any consultation without all parties' consent.

12. Payments, Subscriptions & Payouts

Consultation fees, subscription tiers, taxes, and any platform fees are displayed before checkout. Payments are processed by our payment-processing partners. By submitting payment, you authorize us and the relevant processor to charge you the disclosed amount. Subscriptions renew on the cycle you choose unless canceled. For healthcare providers and organizations, payouts are processed via the methods you select; processing times vary by partner and method. Refunds, where applicable, follow the policy displayed at checkout and applicable law.

13. User Content & License

You retain ownership of medical records, documents, photos, clinical notes, articles, and other content you submit to the Service ("Your Content"). You grant Tenaye a limited, worldwide, royalty-free license to host, process, store, transmit, and display Your Content solely as needed to operate and improve the Service, deliver care you have requested, and comply with law. You represent that you have the right to submit any content you upload and that it does not infringe third-party rights.

14. Intellectual Property

The Service — including its software, design, look and feel, graphics, logos, and the "Tenaye" name — is owned by Tenaye Health Technologies or its licensors and is protected by copyright, trademark, and other laws. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms. You may not copy, modify, reverse-engineer, scrape, or create derivative works of the Service except to the extent permitted by law.

15. Prohibited Conduct

You agree not to:

• Violate any law, regulation, or third-party right while using the Service;
• Impersonate any person or misrepresent your identity, credentials, or affiliation;
• Provide false, inaccurate, or misleading information;
• Attempt to gain unauthorized access to accounts, systems, or data;
• Reverse-engineer, decompile, scrape, or interfere with the normal operation of the Service;
• Upload malicious code, harassing content, or material that infringes intellectual property;
• Record consultations without all participants' consent;
• Use the Service to deliver care outside the lawful scope of a clinician's license;
• Use the Service for any unlawful, deceptive, or harmful purpose.

16. Third-Party Services

The Service relies on third-party providers — for example, video and audio infrastructure providers, payment processors, SMS providers, and email providers. Your use of those services may be subject to their own terms. Tenaye is not responsible for third-party services we do not control.

17. Disclaimers

Except as expressly stated, the Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory — including warranties of merchantability, fitness for a particular purpose, and non-infringement. Tenaye does not warrant that the Service will be uninterrupted, error-free, or free of harmful components, or that any medical outcome will meet your expectations.

18. Limitation of Liability

To the maximum extent permitted by law, Tenaye and its officers, employees, and affiliates will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or any loss of profits, data, goodwill, or business opportunity, arising out of or relating to your use of the Service. Our aggregate liability for any claim relating to the Service will not exceed the greater of (a) the amount you paid us in the twelve months preceding the claim, or (b) USD 100. Nothing in these Terms limits liability that cannot be limited under applicable law.

19. Indemnification

You agree to defend, indemnify, and hold harmless Tenaye and its affiliates from any claims, losses, liabilities, and reasonable expenses (including reasonable legal fees) arising from your misuse of the Service, your violation of these Terms, or your violation of any third party's rights or applicable law.

20. Suspension & Termination

You may stop using the Service at any time and may close your account from the settings page. We may suspend or terminate your access if we reasonably believe you have breached these Terms, posed a safety, security, or legal risk, or are otherwise required by law to be removed. Provisions that by their nature should survive termination — such as intellectual property, disclaimers, limitation of liability, indemnification, and dispute-resolution clauses — will continue to apply.

21. Changes to Terms

We may update these Terms from time to time. If we make material changes, we will notify you by email or through the Service before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

22. Governing Law & Disputes

These Terms are governed by the laws of the Federal Democratic Republic of Ethiopia, without regard to its conflict-of-laws principles. Disputes arising from these Terms or your use of the Service will be brought before the competent courts of Addis Ababa, Ethiopia, unless applicable consumer-protection law grants you a different forum.

23. Contact

Questions about these Terms? Reach our legal team at legal@tenaye.net or write to: Tenaye Health Technologies, Addis Ababa, Ethiopia.