Legal

Terms of Service

Terms that apply when using iconpractice and related services.

iconpractice Terms of Service

Last updated: 16th August 2026

These Terms of Service (“Terms”) govern access to and use of the iconpractice practice management platform, associated websites, applications, features and services (collectively, the “Service”).

The Service is provided by CHM Solutions Pty Ltd ACN 165 312 194, trading as Clear Health Media (“Clear Health Media”, “we”, “us” or “our”).

By creating an account, subscribing to the Service, accessing the Service on behalf of an organisation, or continuing to use the Service, you agree to these Terms.

If you use the Service on behalf of a business, practice or other organisation, you represent that you have authority to accept these Terms on its behalf. In these Terms, “you” and “Customer” include that organisation and, where applicable, its authorised users.

Our Privacy Policy forms part of these Terms and explains how we handle personal information.

1. The Service

iconpractice is a cloud-based practice management platform that provides functionality including practice administration, appointment management, patient records, communications, billing, reporting, document management and other related features.

Additional features and integrations may be introduced, changed or discontinued from time to time in accordance with these Terms.

The particular features available to you may depend upon your subscription plan, location, configuration and third-party services.

2. Accounts and Authorised Users

You must provide accurate and current information when creating and maintaining your account.

You are responsible for:

  • ensuring that only authorised persons access your account;
  • maintaining appropriate access permissions for your staff, contractors and other users;
  • promptly removing or restricting access when a person no longer requires it;
  • keeping usernames, passwords and other authentication credentials secure;
  • maintaining reasonable security over computers, mobile devices and networks used to access the Service; and
  • notifying us promptly if you become aware of unauthorised access to or use of your account.

Where individual user accounts are available, users must not share their login credentials with other people.

You are responsible for activities undertaken through accounts you have authorised, except to the extent that an activity results from a security breach caused by us.

We may temporarily restrict or suspend access where we reasonably believe this is necessary to protect the security or integrity of the Service, Customer Data, other customers or third parties.

3. Subscription Plans and Usage

Use of the Service requires an active subscription unless we expressly provide otherwise.

Your subscription plan may impose limits on matters such as the number of practitioners, users, locations, messages, storage, features or other usage.

You must not intentionally circumvent subscription or usage limits.

If your usage exceeds the limits of your subscription, we may contact you to arrange an appropriate subscription change or charge applicable additional usage fees where those fees have been disclosed to you.

4. Fees and Payment

Subscription fees are ordinarily charged in advance at the billing frequency applicable to your plan.

Current prices and inclusions are displayed on our website, within the Service or otherwise communicated to you when you subscribe.

Prices are in the currency stated at the time of purchase. Applicable taxes, including GST, will be treated as indicated at the time of purchase or as required by law.

We may use a third-party payment provider to process payments. Payment information provided directly to a payment provider is subject to that provider’s terms and privacy practices.

Certain services, including SMS messages, AI usage, integrations or other usage-based features, may incur additional charges where indicated.

We may change our fees by providing at least 30 days’ notice. A fee change will not apply retrospectively. If you do not agree with a fee change, you may cancel your subscription before the new fee takes effect.

Except where required by law or expressly stated otherwise, subscription fees already paid are not refundable for change of mind or unused portions of a billing period.

Nothing in this section limits any refund or other right you may have under applicable law.

5. Customer Data

“Customer Data” means information, documents, files, images, recordings and other data entered, uploaded, generated, stored or transmitted through the Service by or on behalf of the Customer, including information relating to patients.

As between you and Clear Health Media, you retain your rights in Customer Data. We do not acquire ownership of your Customer Data merely because it is stored or processed using the Service.

You grant us the rights necessary to host, copy, transmit, process, back up and otherwise handle Customer Data for the purposes of:

  • providing and operating the Service;
  • providing support requested by you;
  • maintaining the security and integrity of the Service;
  • complying with our legal obligations; and
  • otherwise performing our obligations under these Terms and our Privacy Policy.

We may engage service providers and subprocessors to perform these activities on our behalf.

6. Your Responsibilities for Customer and Patient Data

You are responsible for determining what information you collect and store using the Service.

You warrant that you have all rights, permissions, authorities and consents reasonably required to collect, use, disclose and process Customer Data through the Service.

Where Customer Data includes personal information, health information or other sensitive information, you are responsible for ensuring that your collection and use of that information complies with laws, professional requirements and privacy obligations applicable to you.

This includes responsibility for providing appropriate privacy notices to patients and other individuals and obtaining consent where consent is required.

You are responsible for determining the record-keeping requirements that apply to your practice, profession and jurisdiction.

7. Privacy and Data Processing

We handle personal information in accordance with our Privacy Policy and applicable privacy laws.

Providing the Service may require Customer Data to be processed by third-party service providers, including providers of:

  • cloud hosting and data storage;
  • backup and disaster recovery services;
  • email and communications services;
  • SMS services;
  • payment processing;
  • technical monitoring and security services;
  • artificial intelligence and transcription services; and
  • integrations enabled by you.

Some service providers may process or store information outside Australia.

Further information about how personal information is collected, used, disclosed and stored is contained in our Privacy Policy.

8. Security

We take reasonable technical and organisational measures designed to protect the confidentiality, integrity and availability of the Service and information held within it.

No internet-based or electronic system can be guaranteed to be completely secure or continuously available.

You must take reasonable measures to protect your own systems, devices, accounts and credentials.

If you become aware of a suspected security incident affecting your account or Customer Data, you must notify us promptly and reasonably cooperate with us in investigating and responding to the incident.

Where we become aware of a security incident affecting Customer Data, we will take reasonable steps to investigate and respond to the incident and will comply with applicable legal notification requirements.

9. Artificial Intelligence Features

The Service may include features that use artificial intelligence, machine learning, automated speech recognition or similar technologies (“AI Features”).

AI Features may include transcription, clinical note generation, summarisation, drafting of correspondence and other functions designed to assist users in creating or managing information.

AI-Generated Content

Content produced using an AI Feature (“AI Output”) is generated automatically and may contain errors, inaccuracies, omissions, incorrect speaker attribution or information that is incomplete or inappropriate in the circumstances.

AI Features may also fail to capture or process some or all information provided to them.

You are responsible for reviewing and verifying AI Output before relying upon it, communicating it to another person, acting upon it or incorporating it into a patient or clinical record.

AI Output does not constitute medical, clinical, legal or other professional advice from Clear Health Media.

You remain responsible for all professional and clinical decisions made in connection with your use of the Service and for ensuring that records maintained by you are accurate, complete and comply with your professional and legal obligations.

Recording and Transcription

Where an AI Feature records, transcribes or otherwise processes a conversation, you are responsible for informing participants and obtaining any consent required by applicable law, professional requirements or other obligations before using the feature.

You must not use a recording or transcription feature where you do not have the necessary authority or consent to do so.

Audio quality, microphone selection and positioning, background noise, overlapping speech, network connectivity and other technical factors may affect transcription accuracy, completeness and speaker identification.

Third-Party AI Services

We may use third-party technology providers to provide AI Features.

Information necessary to perform the requested AI function may therefore be transmitted to and processed by those providers.

The availability, functionality and performance of AI Features may be affected by the availability, functionality and policies of those third-party services.

Appropriate Use of AI

You must not use AI Features for any unlawful purpose or in a way that infringes another person’s privacy, confidentiality, intellectual property or other rights.

AI Features must not be used as the sole basis for a diagnosis, treatment decision or other decision requiring professional judgement.

We may modify, restrict, suspend or discontinue an AI Feature where reasonably necessary because of security, legal or regulatory requirements, changes to an underlying third-party service or the ongoing development of the Service.

10. Clinical and Professional Responsibility

iconpractice is a practice management and information technology platform.

Clear Health Media does not provide healthcare, medical advice, diagnosis or treatment through the Service.

Features within the Service may assist with clinical documentation, calculations, communications, workflows or the presentation of information. These features are intended to assist, rather than replace, appropriate professional judgement.

You are responsible for determining whether information, calculations, templates, reports, alerts, AI Output or other content produced or presented through the Service is appropriate and accurate for your circumstances.

You remain responsible for:

  • the care of your patients;
  • clinical and professional decisions;
  • reviewing information before acting upon it;
  • the accuracy and completeness of your clinical records; and
  • compliance with professional, regulatory and legal requirements applicable to your practice.

11. Third-Party Services and Integrations

The Service may integrate or interact with products and services supplied by third parties.

These may include payment processors, accounting platforms, communications providers, health services, online booking services, artificial intelligence providers and other external systems.

Your use of a third-party service may be subject to separate terms between you and that provider.

We do not control third-party services and cannot guarantee their continued availability, performance or compatibility with the Service.

A third party may change or discontinue its service, API or integration. Where this occurs, we may modify, suspend or discontinue the affected iconpractice integration or feature.

To the extent permitted by law, we are not responsible for a failure, act or omission of an independent third-party service provider that is outside our reasonable control.

12. Communications

The Service may allow you to send communications including email and SMS messages to patients or other recipients.

You are responsible for:

  • the content of communications you send;
  • ensuring recipient details are accurate;
  • obtaining any consent required to send communications;
  • complying with applicable privacy, spam, marketing and telecommunications laws; and
  • ensuring that communications are appropriate for their intended recipient.

Delivery of electronic communications depends on third-party networks and providers. We cannot guarantee that an email, SMS or other electronic communication will be delivered within a particular time or received by its intended recipient.

13. Acceptable Use

You must not use the Service:

  • unlawfully or fraudulently;
  • to infringe the rights of another person;
  • to gain unauthorised access to systems, accounts or data;
  • to introduce malware or other harmful code;
  • to interfere with or disrupt the operation or security of the Service;
  • in a manner that imposes an unreasonable or disproportionate load on our infrastructure;
  • to probe, scan or test vulnerabilities without our written authorisation;
  • to reverse engineer or attempt to derive the source code of the Service except to the extent such restriction is prohibited by law;
  • to circumvent access, security or subscription controls; or
  • to enable an unauthorised third party to access or commercially exploit the Service.

We may take reasonable action to investigate suspected misuse and may restrict or suspend access where necessary to protect the Service, our customers or other persons.

14. Intellectual Property

We and our licensors retain all intellectual property rights in the Service, including its software, design, documentation, trademarks, databases and other materials, excluding Customer Data.

Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable right to access and use the Service for your internal business purposes during your subscription.

You must not copy, reproduce, sell, sublicense, distribute or commercially exploit the Service except as expressly permitted by us or by law.

Nothing in these Terms transfers ownership of Customer Data to us.

15. Service Availability, Maintenance and Changes

We aim to make the Service available on a continuous basis, but do not guarantee uninterrupted or error-free availability.

The Service may occasionally be unavailable because of:

  • scheduled or emergency maintenance;
  • software or infrastructure failures;
  • telecommunications or internet failures;
  • third-party service outages;
  • security incidents;
  • events outside our reasonable control; or
  • other technical circumstances.

Where reasonably practicable, we will seek to minimise disruption and provide notice of significant planned maintenance.

You should maintain reasonable business continuity procedures appropriate to your practice in case the Service or a particular feature is temporarily unavailable.

We continually develop the Service and may add, remove or modify functionality.

We will endeavour to provide reasonable notice where a change materially reduces core functionality on which customers would reasonably be expected to rely, except where immediate changes are reasonably required for security, legal, regulatory or third-party dependency reasons.

16. Backups and Data Recovery

We maintain backup and recovery processes for the Service as part of our business continuity arrangements.

Backups are intended to support recovery of the Service following system failure and are not a substitute for any independent record-retention or backup obligations that apply to you.

While we take reasonable steps to protect Customer Data, no storage or backup system can eliminate all risk of data loss.

If Customer Data is lost or corrupted because of a failure of the Service, we will take reasonable steps to restore affected data from available backups where technically feasible.

17. Cancellation by You

You may cancel your subscription in accordance with the cancellation process made available by us, including through the Service or by contacting our support team.

Cancellation stops future renewal of the subscription in accordance with the applicable billing arrangements.

Unless required by law or otherwise stated, cancellation does not entitle you to a refund of subscription fees already paid for the current billing period.

Before your account is closed, you should arrange to export any Customer Data you are required to retain.

18. Suspension and Termination by Us

We may suspend or terminate your access to the Service where reasonably necessary, including where:

  • subscription fees remain unpaid after they become due;
  • you materially breach these Terms and, where the breach is capable of remedy, fail to remedy it within a reasonable period after being notified;
  • use of your account presents a material security risk;
  • your use of the Service is unlawful;
  • your use materially interferes with the Service or other customers;
  • we are required to do so by law or a competent authority; or
  • continued provision of the Service to you would expose us or another person to material legal, security or operational risk.

Where reasonably practicable, we will give you notice and an opportunity to remedy the issue before suspending or terminating the Service.

We may act immediately where reasonably necessary to address an urgent security, legal or operational risk.

19. Data Following Cancellation or Termination

Following termination of your subscription, access to your account may cease.

Unless we agree otherwise, Customer Data associated with a terminated account may be retained for up to 30 days to provide an opportunity for authorised data export or account restoration.

You are responsible for requesting any required export within this period.

Data exports will ordinarily be provided in formats reasonably available from the Service. Additional charges may apply if you request custom data conversion, transformation or other work outside our standard export processes, provided those charges are disclosed and agreed before the work is performed.

After the applicable retention period, Customer Data may be deleted from active systems.

Residual copies may remain temporarily in encrypted backups, logs or other systems used for security, business continuity or legal compliance and will be removed or overwritten in accordance with our normal retention processes.

We may retain information for longer where required or permitted by law.

You should not rely on us to retain terminated account data beyond the stated retention period.

20. De-identified and Aggregated Information

We may create and use statistical, aggregated or de-identified information derived from operation of the Service for purposes such as monitoring performance, improving functionality, understanding usage and developing the Service.

We will not use such information under this section in a form that reasonably identifies an individual patient or Customer.

21. Warranties and Consumer Law

Nothing in these Terms excludes, restricts or modifies any guarantee, condition, warranty, right or remedy that cannot lawfully be excluded or limited, including rights that may apply under the Australian Consumer Law.

Subject to those rights, we do not warrant that:

  • the Service will be continuously available or free from errors;
  • every feature will meet every Customer’s individual requirements;
  • information or automated outputs produced by the Service will always be accurate or complete; or
  • third-party services or integrations will remain continuously available.

You are responsible for evaluating whether the Service is suitable for the requirements of your practice and jurisdiction.

22. Limitation of Liability

Nothing in these Terms excludes or limits liability to the extent that it cannot lawfully be excluded or limited.

To the maximum extent permitted by law, neither party will be liable to the other for any indirect, incidental, special or consequential loss arising from these Terms or use of the Service, including loss of profit, revenue, business opportunity or anticipated savings, except to the extent such loss cannot lawfully be excluded.

To the maximum extent permitted by law, our aggregate liability arising out of or in connection with the Service or these Terms is limited to the total subscription fees paid or payable by you to us for the Service during the 12 months immediately preceding the event giving rise to the claim.

The liability cap does not apply to liability that cannot lawfully be limited or excluded.

Where a statutory guarantee applies and the law permits us to limit our liability for breach of that guarantee, our liability is limited, at our option, to supplying the relevant services again or paying the reasonable cost of having the services supplied again.

Nothing in this section is intended to exclude liability where doing so would be unlawful.

23. Indemnity

You indemnify us against reasonable losses, liabilities, costs and expenses arising from a third-party claim to the extent that the claim results from:

  • your unlawful use of the Service;
  • Customer Data that you did not have the right or authority to collect, use, disclose or process;
  • your failure to obtain a legally required consent for recording or processing information;
  • your material breach of these Terms; or
  • infringement of another person’s rights by content supplied or actions taken by you through the Service.

Your liability under this indemnity will be reduced to the extent that our act or omission contributed to the relevant loss or claim.

We will take reasonable steps to notify you of a claim for which we seek indemnification and will not unreasonably increase costs associated with that claim.

24. Confidentiality

Each party may receive confidential information belonging to the other in connection with the Service.

Each party must take reasonable steps to protect the other party’s confidential information and must not use or disclose it except:

  • as necessary to perform its obligations or exercise its rights under these Terms;
  • to employees, contractors and service providers who require access and are subject to appropriate confidentiality obligations;
  • with the other party’s consent; or
  • where disclosure is required by law.

These obligations do not apply to information that is publicly available other than because of a breach of confidentiality, was independently developed, or was lawfully obtained from another source without an obligation of confidentiality.

Our obligations concerning personal information and Customer Data also remain subject to our Privacy Policy and applicable privacy law.

25. Changes to These Terms

We may update these Terms from time to time to reflect changes to the Service, our business, technology, third-party services or legal and regulatory requirements.

For material changes that adversely affect your rights or obligations, we will provide reasonable advance notice, ordinarily at least 30 days, unless a shorter period is reasonably required by law, security requirements or circumstances outside our reasonable control.

If you do not agree to a material change, you may cancel your subscription before that change takes effect.

Changes that do not materially adversely affect customers, such as clarification, correction or administrative updates, may take effect when published.

The current version of these Terms will be available on our website.

26. Notices and Electronic Communications

You agree that we may provide notices concerning your account or the Service electronically, including by email, through the Service or through our website where appropriate.

You are responsible for maintaining a current contact email address for your account.

We may separately send product information, educational material or marketing communications where permitted by law. You may unsubscribe from marketing communications using the method provided in those communications.

Operational, security, billing and account communications may still be sent where necessary to provide the Service.

27. Assignment

You may not assign or transfer your rights or obligations under these Terms without our prior written consent, which will not be unreasonably withheld.

We may assign these Terms in connection with a corporate restructure, merger, acquisition or sale of all or substantially all of the relevant business or assets, provided that the assignment does not materially reduce your rights under these Terms.

28. Force Majeure

Neither party is liable for delay or failure to perform an obligation, other than an obligation to pay amounts already due, where the delay or failure results from circumstances beyond that party’s reasonable control.

This may include natural disasters, fire, flood, epidemic, war, civil disturbance, government action, widespread telecommunications failure, widespread cloud infrastructure failure or other comparable events.

The affected party must take reasonable steps to minimise the effect of the event.

29. Severability

If any provision of these Terms is held to be invalid, unlawful or unenforceable, that provision will be interpreted or severed to the minimum extent necessary, and the remaining provisions will continue in effect.

30. Waiver

A failure or delay by either party to exercise a right under these Terms does not waive that right.

31. Entire Agreement

These Terms, together with our Privacy Policy and any additional written terms expressly applicable to your subscription or a particular feature, constitute the agreement between you and us concerning your use of the Service.

If there is an inconsistency between these Terms and specific written terms expressly agreed between you and us for a particular service, the specific terms prevail to the extent of that inconsistency.

32. Governing Law

These Terms are governed by the laws of Victoria, Australia.

The parties submit to the courts having jurisdiction in Victoria, subject to any rights under applicable law to bring proceedings elsewhere.

33. Contact

Questions about these Terms or the Service can be directed to:

CHM Solutions Pty Ltd
Trading as Clear Health Media

ACN 165 312 194

PO Box 5021
Wonga Park VIC 3115
Australia

Email: support@iconpractice.com