VENSA HEALTH LIMITED – PATIENT TERMS AND CONDITIONS

Last Updated: FEB 2026

These Terms and Conditions (“Terms”) govern your access to and use of the websites, applications and patient portal services (together, the “Services”) operated by Vensa Health Limited (“Vensa”, “we”, “us”, “our”).

By creating an account, accessing, or using the Services, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree, you must not use the Services.

1. INTERPRETATION

1.1 In these Terms:

• Health Provider means an independent healthcare provider, clinic, or practitioner using the Services.
• PMS means a Health Provider’s clinical or practice management system.
• User Account means your registered portal account.
• Health Information means personal information and health information as defined in the Privacy Act 2020 and the Health Information Privacy Code 2020.
• Services means the Vensa digital platform and associated systems.

1.2 Headings do not affect interpretation.

2. NATURE AND SCOPE OF THE SERVICES

2.1 Vensa provides a technology platform that enables communication and service interaction between patients and Health Providers.

2.2 Vensa:

• is not a healthcare provider;
• does not provide medical advice, diagnosis or treatment;
• does not control clinical decision-making;
• does not guarantee the availability of any Health Provider.

2.3 All clinical care, prescriptions, diagnoses, and treatment decisions remain the sole responsibility of your Health Provider.

2.4 The Health Provider’s PMS remains the authoritative clinical record.

2.5 Nothing in these Terms creates any agency, partnership, joint venture or employment relationship between Vensa and any Health Provider.

3. ELIGIBILITY AND ACCOUNT SECURITY

3.1 You must be at least 16 years of age to create an account unless authorised to act for a dependant.

3.2 You warrant that all information provided is accurate and complete.

3.3 You are responsible for maintaining confidentiality of:

• passwords,
• authentication codes,
• PINs,
• multi-factor authentication credentials.

3.4 You must notify us immediately of suspected unauthorised access.

3.5 Vensa may suspend or restrict access where reasonably necessary for:

• security protection;
• suspected fraud;
• legal compliance;
• breach of these Terms;
• system integrity protection.

4. HEALTH RECORD FEATURES

4.1 Availability of clinical data within the portal depends on:

• configuration by your Health Provider;
• your privacy settings;
• technical integration capability.

4.2 Information displayed through the portal:

• may be retrieved in real time from your Health Provider’s PMS;
• may be securely retained within the portal where enabled and consented to.

4.3 Vensa does not warrant that information displayed:

• is complete,
• is current,
• is free from clinical error,
• reflects the most recent entry in the PMS.

4.4 If you believe clinical information is inaccurate, you must contact your Health Provider directly.

5. APPOINTMENTS AND PRESCRIPTIONS

5.1 Appointment scheduling is subject to Health Provider availability and policies.

5.2 Cancellation fees and policies are determined solely by the Health Provider.

5.3 Prescription approvals are at the sole clinical discretion of the Health Provider.

5.4 Vensa has no responsibility for prescription decisions, delays, refusals or clinical outcomes.

6. ONLINE PAYMENTS

6.1 The Services may facilitate payments to Health Providers via third-party payment processors.

6.2 By submitting payment you:

• authorise the transaction;
• confirm you are entitled to use the payment method;
• agree to pay the total amount displayed.

6.3 Vensa does not store full payment card details.

6.4 Refunds are governed by the Health Provider’s policies and applicable law.

6.5 In the event of:

• payment dispute,
• chargeback,
• suspected fraud,

Vensa may suspend payment functionality pending investigation.

6.6 Vensa is not liable for loss arising from third-party payment processor failures.

7. CHANGES TO SERVICES

7.1 Vensa may at any time:

• modify, enhance, upgrade or update the Services;
• introduce or remove features;
• change security requirements;
• suspend or discontinue functionality;
• change technical architecture.

7.2 Vensa does not guarantee ongoing availability of any specific feature.

7.3 Where a change materially affects functionality, Vensa will take reasonable steps to notify users.

8. THIRD-PARTY SYSTEM DEPENDENCY

8.1 The Services rely on third-party systems including:

• PMS integrations;
• cloud hosting infrastructure;
• telecommunications networks;
• payment processors.

8.2 Vensa is not responsible for service interruptions or failures caused by third parties.

9. SECURITY AND AVAILABILITY

9.1 While Vensa implements industry-appropriate security safeguards, no digital system can be guaranteed completely secure.

9.2 The Services are provided on an “as available” and “as is” basis.

9.3 Vensa does not warrant uninterrupted or error-free access.

9.4 You acknowledge that cybersecurity threats, system outages, and technical disruptions may occur.

10. LIMITATION OF LIABILITY

10.1 To the maximum extent permitted by law:

• Vensa excludes liability for indirect, consequential, incidental, or special loss;
• Vensa excludes liability for loss of data, loss of opportunity, or reputational harm;
• Vensa excludes liability arising from clinical care decisions;
• Vensa excludes liability arising from Health Provider acts or omissions.

10.2 Vensa’s aggregate liability for any claim arising from the Services is limited to the total fees paid by you through the Services in the preceding 12 months (if any).

10.3 Nothing in these Terms excludes or limits rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 where applicable.

11. USER INDEMNITY

You indemnify Vensa against any loss, claim or liability arising from:

• your unlawful use of the Services;
• breach of these Terms;
• unauthorised use of your account.

This indemnity does not apply to the extent caused by Vensa’s negligence.

12. PRIVACY

Use of the Services is subject to our Privacy Policy.

13. TERMINATION

13.1 You may close your account at any time.

13.2 Vensa may suspend or terminate access:

• for breach;
• for fraud;
• for security risk;
• for regulatory compliance.

13.3 Certain provisions survive termination, including:

• liability limitations;
• indemnities;
• governing law.

14. FORCE MAJEURE

Vensa is not liable for failure or delay due to events beyond reasonable control, including:

• cyber incidents;
• infrastructure failures;
• natural disasters;
• regulatory action.

15. ASSIGNMENT

Vensa may assign or transfer its rights and obligations.

You may not assign your rights without prior written consent.

16. ENTIRE AGREEMENT

These Terms and the Privacy Policy constitute the entire agreement regarding the Services.

17. SEVERABILITY

If any provision is unenforceable, remaining provisions remain in force.

18. NO WAIVER

Failure to enforce a provision does not constitute waiver.

19. GOVERNING LAW

These Terms are governed by New Zealand law. Courts of New Zealand have non-exclusive jurisdiction.