Terms of Service for Search Synergy CRM

Effective Date: February 5, 2026

These Terms of Service (“Terms”) constitute a legally binding agreement between PT. Search Synergy Bali (“Company,” “we,” “us,” or “our”) and the entity or individual (“Clinic,” “Client,” or “you”) registering for and using the Search Synergy CRM and its integrated AI coaching services (the “Service”).

1. Scope of Service

Search Synergy provides a cloud-based Software-as-a-Service (SaaS) platform designed for healthcare administration, patient communication via the WhatsApp Business API, and AI-driven staff coaching.

2. NOT A MEDICAL DEVICE OR PROVIDER (MALPRACTICE WAIVER)

2.1 No Medical Advice: Search Synergy is an administrative and communication tool only. We do not provide medical advice, diagnosis, or treatment. 2.2 Liability Waiver: Under the Indonesian Health Law (No. 17 of 2023), the Clinic and its licensed medical personnel are solely responsible for all clinical decisions and patient interactions. Search Synergy shall not be held liable for any medical malpractice, misdiagnosis, or treatment errors occurring through the use of the Service. 2.3 Emergency Use: The Service is not intended for emergency medical communications. The Clinic must instruct patients to use official emergency channels for life-threatening situations.

3. Compliance with Indonesian Law (UU ITE & UU PDP)

3.1 PSE Registration: Search Synergy operates as a Private Electronic System Operator (PSE) in compliance with the Ministry of Communication and Informatics (KOMINFO) regulations. 3.2 Data Processing: Both parties agree to comply with the Personal Data Protection Law (No. 27 of 2022). The Clinic acts as the Data Controller and Search Synergy acts as the Data Processor.

4. Use of WhatsApp Business API

4.1 Meta Terms: By using the Service, the Clinic agrees to be bound by the WhatsApp Business Solution Terms and Meta’s Business Policies. 4.2 Patient Consent: The Clinic represents and warrants that it has obtained explicit, valid opt-in consent from every patient before initiating communication via WhatsApp, as required by Indonesian law and Meta policy. 4.3 Account Ownership: The Clinic must maintain its own WhatsApp Business Account (WABA) and is responsible for all message charges billed directly by Meta.

5. AI Coaching & Administrative Grading

5.1 Nature of AI: The Service utilizes Google Gemini AI to provide suggestions and grading for clinic staff. These suggestions are based on general administrative best practices and the SOPs provided by the Clinic. 5.2 Human Oversight: AI suggestions are for guidance only. The Clinic must ensure its staff exercises human judgment before sending any AI-generated response to a patient.

6. Fees and Payment

6.1 Subscription: The Clinic shall pay a recurring platform fee as outlined in the chosen subscription plan. 6.2 Non-Payment: We reserve the right to suspend access to the CRM and the WhatsApp integration if fees are more than seven (7) days overdue.

7. Intellectual Property

Search Synergy owns all rights, titles, and interests in the CRM software, the AI grading logic, and the Search Synergy brand. The Clinic is granted a limited, non-exclusive, non-transferable license to use the Service during the subscription term.

8. Data Deletion & Termination

8.1 Termination: Either party may terminate this agreement with thirty (30) days’ written notice. 8.2 Data Handling: Upon termination, the Clinic may request a final export of its contact data. Data will be deleted in accordance with our Data Deletion Policy and the retention requirements of the Indonesian Health Law.

9. Limitation of Liability

To the maximum extent permitted by the laws of the Republic of Indonesia, Search Synergy’s total liability for any claim arising out of the Service shall not exceed the amount paid by the Clinic for the Service in the six (6) months preceding the claim.

10. Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of Indonesia. Any disputes arising from these Terms that cannot be settled through mediation shall be resolved in the District Court of Denpasar, Bali.