Terms of Use | Pracupine

Operator: Pracupine Pty Ltd (ABN 12 701 565 951) (“Pracupine”, “we”, “us”, “our”)
Support: [email protected]

These Terms of Use (“Terms”) govern access to and use of the Pracupine website, platform, applications, APIs, and related AI-assisted administrative and operational services (together, the “Services” or “Platform”).

By creating an account, signing an order form, clicking accept, or using the Services, the clinic organisation you represent (“Customer”, “you”, “your”) agrees to these Terms. If you are accepting on behalf of a clinic, practice group, or other organisation, you represent that you have authority to bind that organisation.

1. Introduction and acceptance

1.1 These Terms form a binding agreement between Pracupine and the Customer.

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

1.3 Additional terms may apply under a signed order form, statement of work, data processing addendum, or enterprise agreement (“Order”). If there is a conflict, the Order prevails over these Terms to the extent of the conflict, unless the Order expressly states otherwise. A data processing addendum (DPA) is available on request and may be incorporated by an Order.

1.4 Individual natural persons who access the Services do so only as Authorised Users of a Customer (for example, practice managers, reception staff, clinicians, or IT administrators). Authorised Users must comply with these Terms. The Customer remains responsible for its Authorised Users.

2. Accounts and registration

2.1 Customer accounts. Access requires a Customer organisation account. Organisation accounts are provisioned by Pracupine operations or as otherwise agreed with the Customer; there is no public self-service signup for Platform staff accounts. We may ask for practice details (legal name, ABN, clinic locations, contact persons, practice management system identifiers, billing contacts, and similar information).

2.2 Authorised Users. Authorised Users may be provisioned by Pracupine operations and/or by the Customer, as configured for the Customer’s tenancy. The Customer must ensure each Authorised User:

(a) is a current staff member, contractor, or other person authorised by the Customer to use the Services for the Customer’s legitimate clinic operations;

(b) uses unique credentials and keeps them confidential;

(d) does not share logins.

2.3 Accuracy. You must provide accurate, current registration and billing information and promptly update it.

2.4 Security of credentials. You are responsible for activity under your accounts. Notify us promptly at [email protected] if you suspect unauthorised access or a security incident affecting your Pracupine account.

2.5 Eligibility. The Services are intended for Australian healthcare organisations (including general practice and allied health clinics) and their Authorised Users. We may refuse, suspend, or limit registration where we reasonably believe the applicant is not an appropriate customer, or where doing so is required for security, legal, or operational reasons. We do not conduct KYC or credit checks as a condition of registration; ordinary credit and collection steps may apply for unpaid fees under clause 5.

3. Description of the Services

3.1 Pracupine provides AI-assisted administrative and operational tools for Australian general practice and allied health clinics. The Services may include (without limitation):

(a) Document and referral workflow — connecting a clinic email inbox and/or accepting document uploads; using OCR and large language models (processed in Australia) to extract structured information; presenting results for human review by clinic staff; and syncing patients, referrals, and other clinic / EHR records via the clinic’s EHR / FHIR interfaces;

(b) Referral and administrative notifications — for example, sending referral-expiry or similar operational emails from the clinic’s email mailbox on the clinic’s instructions;

(c) Automated AI telephone calls — outbound and/or inbound AI-assisted calls for clinic administration such as waitlist management, booking, and related patient-facing administrative interactions. This is not a clinical consultation recorder or AI medical scribe;

(d) related organisation accounts, dashboards, logging, configuration, integrations, waitlist signup, and support tools; and

(e) Billing — Customer subscription and fee processing via a payment processor.

3.2 Feature availability depends on your plan, clinic configuration, and third-party systems. We may add, modify, or discontinue features on reasonable written notice where practicable, provided we do not materially reduce core paid functionality during a prepaid term without a proportionate remedy (for example a fee adjustment or termination right for the affected portion) as set out in an Order or as required by law.

3.3 Not a clinical product. The Services are designed to support clinic operations and administration. They are not a clinical AI scribe product and are not intended to provide diagnosis, treatment advice, or clinical decision-making. They are not a substitute for clinical judgement, diagnosis, treatment planning, or professional medical advice. See clause 12.

3.4 Website descriptions and marketing materials are indicative. The binding scope of paid Services is as set out in these Terms and your Order.

4. Term

4.1 These Terms commence when you first accept them or first use the Services (whichever is earlier) and continue for the subscription term stated in your Order, or, if none is stated, on a month-to-month basis until terminated under these Terms (“Term”).

4.2 Unless an Order says otherwise, subscriptions auto-renew for successive periods of the same length as the then-current term, at the then-current fees, unless either party gives written notice of non-renewal at least the notice period stated in your Order (or, if none is stated, reasonable written notice) before the end of the then-current term.

5. Fees and payments

5.1 Fees. Fees are as stated in your Order or online pricing page, in Australian dollars (AUD) unless otherwise agreed, and are exclusive of GST unless stated otherwise. You must pay applicable GST.

5.2 Billing. Subscription fees are typically billed in advance. Usage-based or overage charges (if any) may be billed in arrears as described in your Order. Fees may be invoiced or collected as stated in your Order.

5.3 Payment method. You authorise us (and our payment processor) to charge your nominated payment method for fees when due. Card and payment-method data is typically handled by the payment processor; we receive billing contacts, invoices, and transaction records as described in our Privacy Policy.

5.4 Late payment. Overdue amounts may accrue interest at the rate stated in your Order, or if none is stated, at a commercially reasonable rate not exceeding the maximum permitted by law. We may suspend Services for material non-payment after reasonable written notice. We may also take ordinary credit and collection steps in respect of unpaid fees.

5.5 No partial refunds (default). Except as required by law (including the Australian Consumer Law where it applies), or as expressly stated in an Order, fees are non-refundable and we do not provide partial refunds for unused periods, downgrades mid-cycle, or early termination by you without cause.

5.6 Fee changes. We may change fees on renewal or on prior written notice of at least the notice period stated in your Order (or, if none is stated, reasonable written notice). Continued use after the effective date of a fee change (following such notice) constitutes acceptance for the next billing period, unless you terminate before that date in accordance with these Terms.

5.7 Taxes. You are responsible for taxes associated with your purchase, other than taxes based on our net income.

6. Privacy and data use

6.1 Privacy laws. Each party must comply with applicable privacy laws in performing these Terms, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and any applicable state or territory health records legislation.

6.2 Roles. In respect of clinic, EHR, patient personal information and health information processed through the Services:

(a) the Customer is typically the APP entity that determines the purposes and means of handling that information in connection with clinical care and clinic operations; and

(b) Pracupine handles that information as a service provider on the Customer’s instructions, for the purpose of providing the Services and as otherwise described in our Privacy Policy.

6.3 Customer consents and authority. Without limiting clause 6.1, the Customer must ensure that, at all times, it holds all necessary notices, authorisations, and (where required) consents from individuals (including patients, practitioners, staff, and other individuals) so that Pracupine may collect, use, store, and disclose personal information (including sensitive information and health information) as reasonably required to operate the Services and as described in our Privacy Policy, without infringing any law or third-party rights. This includes authority for integrations the Customer connects (for example the clinic’s email inbox access, EHR / FHIR sync, document upload, and AI telephone calls) and for whatever clinic or EHR data those systems provide and the Customer instructs us to process.

6.4 Privacy Policy. Our Privacy Policy at https://pracupine.com/privacy explains how we handle personal information. It forms part of these Terms by reference. If there is an inconsistency between these Terms and the Privacy Policy regarding our handling of personal information, the Privacy Policy prevails for that subject matter, except where an Order expressly provides otherwise.

6.5 Collection notice (Authorised Users and Customer contacts). We collect, store, use, and disclose personal information about Authorised Users and Customer contacts to provide and administer the Services, for security and support (including mandatory email OTP MFA), for billing, and for related purposes set out in our Privacy Policy. Our Privacy Policy also explains how you may access and correct personal information, how to complain, and how we handle complaints. Contact [email protected] for privacy queries.

6.6 Instructions. We will not use or disclose Customer clinic, EHR, or patient information except:

(a) to provide, maintain, secure, and support the Services;

(b) as instructed by the Customer through the Platform or in writing;

(d) as otherwise permitted under these Terms or the Privacy Policy (including limited use of de-identified or aggregated information as described below).

6.7 Product improvement, AI training limits, and zero data retention.

(a) Where the Services use AI, OCR, large language models, or AI telephone calls, we process Customer Content to deliver the Services, and not to train general-purpose foundation or generative AI models.

(b) We will not use personal information (including patient personal information or health information, and personal information about clinic staff, administrators, practitioners, Authorised Users, and Customer contacts), or Customer Content containing such information, to train, develop, or improve foundation models or other generative AI models (whether Pracupine’s or a third party’s) for general model development. We engage AI providers on contractual terms and configurations that prohibit those providers from using that content to train, develop, or improve their models.

(c) Zero data retention. For third-party AI and OCR inference on clinical or administrative content, Pracupine uses zero data retention (ZDR) so those providers do not retain prompts, inputs, or outputs for their model training, product improvement, or unrelated secondary use. This obligation applies to the AI/OCR provider’s inference retention only. It does not require Pracupine to delete Platform records: we continue to store documents, extractions, and related Customer Content in Australia as reasonably required to provide the Services.

(d) We may create and use de-identified and/or aggregated data derived from use of the Services to operate, maintain, secure, and improve the Services (including quality assurance, troubleshooting, and performance analytics), provided we do not re-identify individuals and we do not disclose identifiable patient health information for those purposes.

(e) We may use de-identified and/or aggregated information to operate, secure, and improve the Platform (for example accuracy of document-routing workflows), provided it is not reasonably re-identifiable. Customer-specific configuration that stays within the Customer’s tenancy and is not used to train shared models remains part of delivering the Services.

6.8 Clinical responsibility. The Customer remains solely responsible for clinical decisions, patient care, and for verifying that any output of the Services is appropriate before it is relied upon in clinical, billing, or patient-facing contexts. See clause 12.

6.9 Australian processing. Clinical AI/OCR processing of patient health information and clinical/administrative document content for the Services is performed in Australia, as further described in our Privacy Policy and subject to your Order.

6.10 By providing personal information to us (including via Authorised Users), you consent to handling of that information as described in these Terms and our Privacy Policy, to the extent consent is required and can be given by you.

7. Acceptable use and restrictions

7.1 You must use the Services only for lawful clinic administrative and operational purposes and in accordance with these Terms, your Order, and applicable professional and regulatory obligations.

7.2 You must not (and must not permit any Authorised User or third party to):

(a) reverse engineer, decompile, disassemble, or otherwise attempt to derive source code or underlying models of the Platform, except to the extent that applicable law prohibits this restriction;

(b) copy, modify, or create derivative works of the Platform except as expressly permitted;

(c) rent, lease, sell, sublicense, or provide the Services to third parties as a bureau service, except as expressly allowed in an Order;

(d) use the Services for any unlawful, harmful, fraudulent, or misleading purpose;

(e) upload or transmit malware, or attempt to gain unauthorised access to systems or data;

(f) interfere with or disrupt the integrity, performance, or security of the Services;

(g) circumvent usage limits, access controls, or security features (including MFA);

(h) use the Services in a manner that could reasonably be expected to adversely affect Pracupine’s reputation, or the reputation of the Australian healthcare sector’s trust in AI-assisted tools, including by knowingly publishing false claims about Pracupine outputs;

(i) input content you do not have rights to use, or that infringes IP, privacy, or confidentiality rights;

(j) use the Services to build a competing product by systematically extracting non-public Platform features, prompts, or workflows; or

(k) use or configure the Services as a clinical scribe, diagnosis tool, or treatment-advice system, or represent Pracupine outputs as clinical advice.

7.3 You must promptly notify us of material defects, security vulnerabilities you discover, or complaints relating to the Services that could affect patient privacy or safety, via [email protected] as appropriate.

8. Third-party functionality and integrations

8.1 The Services may interoperate with third-party products, including practice management and clinic systems supported under your Order or as listed on our website from time to time (integrated via FHIR), the clinic’s email/productivity platform, document storage and hosting providers, AI/OCR providers (clinical-content processing performed in Australia), transactional email providers, telephony providers, identity and authentication channels used for email OTP MFA, and payment processors (“Third-Party Services”).

8.2 Third-Party Services are provided by their vendors under their own terms. We do not control and are not responsible for Third-Party Services, except to the extent an issue is caused by our integration code under our control.

8.3 You are responsible for:

(a) maintaining valid licences and configurations for your Third-Party Services (including your EHR/practice-management system and email platform where used);

(b) authorising Pracupine’s connection to those systems; and

8.4 If a Third-Party Service modifies or withdraws an API, we may modify or suspend the affected integration. We will use reasonable efforts to notify you and to provide a workaround where practicable.

9. Records

9.1 The Customer is responsible for maintaining clinical and business records as required by law and professional standards. Pracupine may store operational logs, document-processing artefacts, and configuration data as needed to provide the Services and for security/audit purposes, for periods described in the Privacy Policy or Order. We do not apply a single coded default purge schedule across all data types; retention follows the Privacy Policy and any Order or data schedule.

9.2 Upon termination, we will make Customer data export available on request for a reasonable period (as stated in your Order, or if none is stated, a commercially reasonable period), then delete or de-identify Customer data from active systems in accordance with our retention practices and legal obligations, except where retention is required by law or for legitimate dispute/security purposes.

10. Linked sites

10.1 The website or Platform may link to third-party websites. Those links are for convenience only. We do not endorse and are not responsible for third-party sites or their content, privacy practices, or availability.

11. Intellectual property

11.1 Pracupine IP. Pracupine and its licensors own all right, title, and interest in the Platform, software, models (excluding Customer Content), documentation, branding, and all related intellectual property. No rights are granted except as expressly stated.

11.2 Licence to Customer. Subject to these Terms and payment of applicable fees, we grant the Customer a limited, non-exclusive, non-transferable (except as permitted in an Order), non-sublicensable licence during the Term for Authorised Users to access and use the Services for the Customer’s internal clinic operations.

11.3 Customer Content. The Customer retains ownership of content it uploads or submits to the Services, and of clinic or EHR data received from connected systems on the Customer’s instructions (“Customer Content”). That includes, without limitation, documents and any other data categories those systems provide. The Customer grants Pracupine a worldwide, non-exclusive licence to host, process, transmit, display, and otherwise use Customer Content solely as required to provide the Services, comply with law, and as otherwise permitted under clause 6 and the Privacy Policy.

11.4 Feedback. If you provide suggestions or feedback, you grant Pracupine a perpetual, irrevocable, royalty-free licence to use that feedback to improve the Services without obligation to you.

11.5 Restrictions. Except for the limited licence in clause 11.2, these Terms do not transfer any Pracupine intellectual property to you.

12. Important limitations — not a medical device; AI outputs; human review

12.1 Not a medical device / not clinical advice. The Services are not intended to be a medical device, and do not provide clinical advice, diagnosis, prognosis, or treatment recommendations. Outputs are administrative or operational aids only. The Services are not a clinical consultation recorder or AI medical scribe.

12.2 AI may be inaccurate. Artificial intelligence and automation can produce incomplete, incorrect, misclassified, or outdated results. This includes (without limitation) document classification and extraction, patient matching suggestions, filing destinations, referral notifications, AI telephone call content or outcomes, and booking or waitlist actions.

12.3 Human review required. The Customer must ensure appropriately qualified staff review and verify Service outputs before they are relied upon for clinical records, patient care, billing, or patient-facing communications. In particular, document allocation, extraction, and filing suggestions must be checked in accordance with the clinic’s policies before or as they take effect in the practice management system, as configured by the Customer.

12.4 Pracupine does not replace the Customer’s professional obligations, clinical governance, or duty of care to patients.

13. Adverse event and incident notification

13.1 If you become aware of an incident involving the Services that has caused, or could reasonably be expected to cause, serious harm to a patient, a notifiable privacy breach, or a material security compromise, you must notify us promptly at [email protected] for operational or privacy incidents, including known facts and mitigation steps already taken.

13.2 Each party will reasonably cooperate in investigating and responding to such incidents, including any notifications required by law. Nothing in this clause limits either party’s obligations under the Notifiable Data Breaches scheme or other applicable law. Any service levels or incident-response timelines are as stated in your Order (if any); these Terms do not create a separate SLA by default.

14. Suspension and termination

14.1 Termination for convenience. Either party may terminate a month-to-month subscription on notice effective at the end of the then-current billing period, subject to clause 4.2 and any Order. Fixed-term Orders may only be terminated for convenience if the Order expressly allows it.

14.2 Termination for cause. Either party may terminate immediately on written notice if the other party materially breaches these Terms and fails to remedy within the cure period stated in your Order (or, if none is stated, within a reasonable period after written notice), or immediately if the breach is not reasonably remediable.

14.3 Suspension. We may suspend access immediately if we reasonably believe:

(a) your use poses a security risk, legal risk, or risk of harm to patients, other customers, or the Platform;

(b) you are in material breach (including non-payment); or

We will give notice where practicable and restore access promptly once the issue is resolved.

14.4 Effect of termination. On termination or expiry, your licence ends, and you must cease use of the Services. Clauses that by nature should survive (including IP, confidentiality, indemnity, liability, privacy surviving obligations, and governing law) survive termination.

15. Indemnity

15.1 The Customer must indemnify and hold harmless Pracupine and its officers, employees, and contractors against losses, damages, costs (including reasonable legal fees), and claims arising out of or in connection with:

(a) patient or third-party claims arising from the Customer’s acts or omissions, clinical decisions, or failure to verify Service outputs;

(b) the Customer’s breach of privacy laws or failure to obtain required patient notices/consents/authority;

(d) unauthorised use of the Services by the Customer’s Authorised Users,

except to the extent caused by Pracupine’s wilful misconduct or fraudulent act.

16. Liability and disclaimers

16.1 As-is AI disclaimer. To the maximum extent permitted by law, the Services and all AI-generated or automated outputs are provided on an “as is” and “as available” basis. We do not warrant that the Services will be uninterrupted, error-free, or that outputs will be accurate or complete.

16.2 Exclusion. To the maximum extent permitted by law, we exclude all warranties, conditions, and guarantees not expressly set out in these Terms, whether implied by statute, custom, or otherwise.

16.3 Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Competition and Consumer Act 2010 (Cth) (including the Australian Consumer Law) or any other applicable law that cannot be excluded or limited. If you are a consumer or otherwise entitled to those guarantees in respect of the Services, then our liability for failure to comply with a consumer guarantee is limited, where permitted, to resupply of the Services or payment of the cost of resupply.

16.4 Consequential loss. To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or pure economic loss, or loss of profits, revenue, goodwill, or data, whether in contract, tort (including negligence), or otherwise, even if advised of the possibility.

16.5 Aggregate cap. To the maximum extent permitted by law, Pracupine’s aggregate liability arising out of or in connection with these Terms and the Services in any 12-month period is limited to the total fees paid by the Customer to Pracupine for the Services in the 12 months preceding the claim.

16.6 Exceptions to cap/exclusions. Clauses 16.4 and 16.5 do not apply to liability that cannot be limited by law (including non-excludable rights under the Australian Consumer Law), or to Pracupine’s liability for fraud or wilful misconduct.

16.7 Security programme. Pracupine maintains an information security programme aligned to ISO/IEC 27001 controls and is pursuing ISO/IEC 27001 certification. Pracupine does not claim to be certified until a certificate is issued and these Terms or the Privacy Policy are updated accordingly. No service-level commitment is created by this clause unless stated in an Order.

17. Confidentiality

17.1 Each party must keep confidential the other party’s non-public business, technical, and pricing information disclosed in connection with the Services (“Confidential Information”), and use it only for performing these Terms.

17.2 Exceptions: information that is public (other than by breach), independently developed, rightfully received from a third party without confidentiality duty, or required to be disclosed by law (with prior notice where legally permitted).

17.3 Customer Content that is personal or health information is also handled under clause 6 and the Privacy Policy.

18. Governing law

18.1 These Terms are governed by the laws of New South Wales, Australia.

18.2 The parties submit to the exclusive jurisdiction of the courts of New South Wales and the Commonwealth of Australia sitting in New South Wales, subject to any mandatory rights you may have under applicable law.

19. Updates to these Terms

19.1 We may update these Terms from time to time. We will post the updated Terms and update the effective date. For material changes, we will provide reasonable written notice (for example by email to the Customer admin contact or an in-product notice).

19.2 If you do not agree to material changes, you may terminate the affected subscription before the changes take effect in accordance with these Terms. Continued use after the effective date constitutes acceptance of the updated Terms, except where mandatory law provides otherwise.

20. Relationship of parties and general

20.1 Independent contractors. The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship.

20.2 No third-party beneficiaries. Except as expressly stated, these Terms do not confer rights on any third party.

20.3 Assignment. You may not assign these Terms without our prior written consent (not to be unreasonably withheld). We may assign to an affiliate or in connection with a merger, acquisition, or sale of assets, with notice.

20.4 Force majeure. Neither party is liable for delay or failure caused by events beyond reasonable control, including outages of Third-Party Services not caused by that party, provided the affected party uses reasonable efforts to mitigate.

20.5 Severability. If a provision is unenforceable, it is severed to the minimum extent necessary; the remainder continues in force.

20.6 Waiver. A failure to enforce a provision is not a waiver. Waivers must be in writing.

20.7 Entire agreement. These Terms, the Privacy Policy, and any Order (including any DPA incorporated by Order or agreed separately) constitute the entire agreement regarding the Services and supersede prior negotiations on that subject.

20.8 Notices. Notices under these Terms must be in writing and delivered by email to the addresses nominated by each party (for Pracupine: [email protected]; for the Customer: the admin email on the account), or as otherwise agreed.

20.9 Interpretation. Headings are for convenience only. “Including” means “including without limitation”.

20.10 Language. These Terms are in Australian English.

Contact

Questions (including privacy): [email protected]

Last updated: 19 September 2026.