Service Agreement

This Service Agreement governs access to and use of Kashef Cloud, Kashef Local, related portals, support, updates, and any services identified in an order form or subscription checkout. By creating an account, accepting an order, or using the services, the customer agrees to these terms.

The person accepting this agreement confirms that they are authorized to bind the laboratory, company, clinic, or other organization they represent. If a signed order form conflicts with this agreement, the signed order form controls for that specific conflict.

Kashef is a laboratory operating platform for orders, patients, samples, results, quality, finance, inventory, devices, branches, users, portals, and related workflows. Available modules, limits, storage, support, and deployment options depend on the active plan and order form.

The customer controls its users, branches, roles, permissions, saved accounts, and authorized devices. Account credentials are individual and must not be shared. The customer must promptly remove access for people who no longer require it and notify Kashef of suspected unauthorized access.

The customer retains ownership of laboratory, patient, result, financial, inventory, document, and configuration data submitted to the services (“Customer Data”). The customer authorizes Kashef to host, process, transmit, back up, and otherwise handle Customer Data only as reasonably required to provide, secure, support, and improve the services.

The customer is responsible for having a lawful basis to collect and use Customer Data, providing required notices, responding to data-subject requests, and configuring retention and access in accordance with applicable law. Kashef will apply reasonable technical and organizational safeguards and will not sell Customer Data.

Kashef supports laboratory workflows but does not provide medical advice, make diagnoses, validate clinical methods, or replace professional judgment. The customer remains responsible for patient identification, sample integrity, reference ranges, analyzer configuration, quality control, result review, approval, release, amended reports, and compliance with its professional obligations.

Automations, alerts, suggested values, device messages, imported results, and generated documents must be reviewed by qualified personnel before they are relied upon for patient care or business decisions.

Kashef maintains controls intended to protect service confidentiality, integrity, and availability. No system is risk-free, and the customer must maintain its own operational continuity procedures, secure network and endpoint configuration, staff training, and appropriate fallback processes.

Fees, billing cycle, included usage, renewal, and plan limits are shown at checkout or in the applicable order form. Unless the order form states otherwise, subscriptions renew for the same billing cycle until cancelled before the renewal date.

Kashef may maintain, update, secure, replace, or discontinue parts of the services to improve safety, reliability, performance, or product direction. Planned maintenance and material changes will be communicated when reasonably practicable. Emergency maintenance may occur without advance notice.

Support response targets, service levels, onboarding, migration, and professional services apply only when included in the active plan or order form.

The customer must use the services only for lawful, authorized laboratory and business purposes. The customer must not interfere with service operation, bypass access or subscription controls, probe for vulnerabilities without written authorization, introduce malicious code, misuse another customer’s data, or resell the services unless expressly agreed in writing.

Kashef and its licensors retain all rights in the services, software, interfaces, documentation, branding, workflows, and related technology. The subscription grants the customer a limited, non-exclusive, non-transferable right to use the services during the active subscription for its internal operations.

Feedback may be used to improve Kashef without restriction or payment, provided it does not identify the customer, patients, or confidential information.

Kashef may suspend access when reasonably necessary to address a security risk, unlawful use, material breach, non-payment, or harm to the services or other customers. Where practicable, Kashef will provide notice and an opportunity to remedy the issue.

On cancellation or termination, access ends according to the plan or order form. The customer should export required records before access ends. Data return, retention, deletion, and migration assistance are subject to the active plan, technical feasibility, legal retention duties, and any agreed professional-service fees.

Except for commitments expressly stated in an order form, the services are provided on an “as available” basis to the extent permitted by law. Kashef does not guarantee uninterrupted operation, that every error will be corrected, or that the services alone satisfy every regulatory, accreditation, clinical, or business requirement.

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, exemplary, or consequential loss, including lost profits, lost business, or loss caused by decisions made without required professional review. Any aggregate liability cap stated in the order form applies. Rights that cannot lawfully be excluded or limited remain unaffected.

Neither party is responsible for delay caused by events beyond its reasonable control. The customer may not transfer this agreement without Kashef’s written consent, except as part of a lawful transfer of the customer’s entire business. If a provision is unenforceable, the remaining provisions continue in effect.

The governing law, courts, notice details, and any negotiated terms are those stated in the applicable order form. If no order form addresses a matter, mandatory applicable law governs. Kashef may update this agreement for legal, security, or product reasons; material changes will be posted here with a revised effective date and communicated when required.