Terms of Use — Patients

PLEASE READ THESE TERMS CAREFULLY. BY ACCESSING OR USING THE REFORA PLATFORM AS A PATIENT USER, YOU AGREE TO BE BOUND BY THESE TERMS AND THE POLICIES REFERENCED BELOW.

These Patient Terms of Use ("Terms") govern access to the Refora platform by individual patients ("Patient", "you", or "your"). They are entered into between:

Refora Pte. Ltd. (UEN: 202555125N) having its registered office at 103 Hillview Rise, Singapore 667982 ("Refora", "we", "us", or "our")

and you.

1. Purpose and Scope

1.1 Refora operates a secure online platform that enables healthcare providers to manage referrals and share referral-related information with patients.

1.2 These Terms apply only to Patient Users. Separate terms apply to clinics and healthcare providers.

1.3 Your use of the Platform as a Patient encompasses:

viewing referral information relating to you;
receiving referral status updates;
accessing prior referral documentation to the extent made available by your clinic and retained in accordance with Refora's Data Retention and Deletion Policy ("Data Retention Policy"); and
where your clinic has embedded a Refora referral submission form on its website, submitting a referral request through that form, which transmits your information to Refora on behalf of your clinic.

1.4 Limited Relationship. These Terms create a limited right to access your referral information on the Platform. They do not create an ongoing service relationship, healthcare relationship, or customer relationship between you and Refora.

2. No Medical or Healthcare Services

2.1 Refora does not provide medical or dental advice, diagnosis, treatment, or care.

2.2 All healthcare services are provided by your clinic or healthcare provider. Any medical questions, concerns, or decisions must be directed to them.

2.3 The Platform must not be used for emergencies. If you require urgent care, contact emergency services or your healthcare provider directly.

2.4 Appointment Management. The Platform does not support appointment booking, scheduling, or integration with clinic management systems. All appointments, follow-ups, and clinical coordination are handled independently by your clinic.

3. Access and Accounts

3.1 Patient access to the Platform is provided through one of the following paths:

Referral link: Your clinic sends you a secure email link. Following that link takes you to an account creation or login flow, after which you can view your referral information on the Platform.
Patient account: You may create or be invited to create a Patient account to allow ongoing secure access to your referral information.
Website widget submission: If your clinic has embedded a Refora referral form on its website, you may submit a referral request through that form. Refora receives your submission on behalf of your clinic. Your clinic may subsequently send you a referral link as described above.

3.2 Account creation, where applicable, is provided solely as an additional layer of data security. It does not create a paid account or subscription.

3.3 You are responsible for maintaining the confidentiality of any access credentials issued to you and must notify your clinic or Refora promptly if you believe your access has been compromised.

3.4 Referral-Only Access. Access to the Platform is available only where a referral has been initiated by a clinic. The Platform is not intended for general patient registration or self-initiated use.

4. Role of Clinics

4.1 Your clinic controls the referral content, medical information, and documents made available to you on the Platform.

4.2 Requests to:

correct medical records;
update referral details; or
obtain clinical clarification

must be directed to your clinic or healthcare provider. Refora does not modify or validate clinical content.

5. Privacy and Data Protection

5.1 Refora processes personal data and health information in accordance with its Privacy and Data Protection Policy and Data Retention and Deletion Policy, which form part of these Terms.

5.2 Refora acts as a data intermediary. Your clinic remains the data controller responsible for the accuracy, completeness, and legality of your medical information.

5.3 By accessing the Platform, you acknowledge and consent to the processing of your data in accordance with those policies.

5.4 Automated Processing. Where your clinic uses the inbound email intake feature (which allows referral emails to be forwarded automatically into the Platform), the content of those emails — including information relating to you — may be processed by an AI-assisted extraction service to generate structured referral records. This processing is used only to create your referral record and does not result in any automated decision-making that has legal or similarly significant effects on you. Clinical decisions remain the sole responsibility of your healthcare provider. Further detail is set out in the Privacy and Data Protection Policy (Section 6.IX).

6. Permitted Use

6.1 You may use the Platform only for the purposes described in these Terms and only in relation to your own referral information.

6.2 You must not:

(a) attempt to access information relating to any other patient;

(b) share access links or credentials with others;

(d) use the Platform for any unlawful purpose.

6.3 Refora may suspend or restrict access where it reasonably believes there has been unauthorised access or misuse.

7. Availability and Notifications

7.1 The Platform is provided on an "as available" basis.

7.2 Refora may suspend access for maintenance, security, or operational reasons.

7.3 Notifications. Notifications indicating that a referral has been completed or updated are provided for informational purposes only and do not constitute confirmation of treatment, diagnosis, or clinical outcome.

8. Intellectual Property

8.1 All intellectual property rights in the Platform, including software and interfaces, belong to Refora or its licensors.

8.2 These Terms grant you a limited, non-exclusive, non-transferable right to access the Platform solely for the purposes described.

9. No Fees

9.1 Access to the Platform is provided free of charge to Patient Users.

9.2 Refora does not collect payment from patients for Platform access.

10. Disclaimer

10.1 While reasonable care is taken to provide secure access, Refora does not warrant that referral information displayed on the Platform is complete, current, or error-free.

10.2 Refora is not responsible for decisions made based on information provided by clinics.

11. Limitation of Liability

11.1 To the fullest extent permitted by law, Refora is not liable for:

any clinical decisions or outcomes;
loss or damage arising from reliance on referral information; or
issues caused by incorrect, incomplete, or outdated information provided by clinics.

11.2 Nothing in these Terms limits liability that cannot be excluded by law.

12. Termination of Access

12.1 Your access to the Platform may end when:

your referral is completed;
your clinic withdraws access; or
the platform account is closed.

12.2 Termination of access does not affect data retention obligations under applicable law or Refora's data policies.

13. Changes to These Terms

13.1 Refora may update these Terms from time to time.

13.2 Continued access to the Platform after changes take effect constitutes acceptance of the updated Terms.

14. Governing Law

These Terms are governed by the laws of Singapore. The courts of Singapore have exclusive jurisdiction.

Last updated: 7 April 2026

Effective date: 7 April 2026