Customer Online Terms

Effective Date: 28 March 2026

These Customer Online Terms are issued by MIEA Pte. Ltd. (Company No. 202320174D) of 60 Paya Lebar Road, #06-28 Paya Lebar Square, Singapore 409051.

In these Customer Online Terms:

• MIEA means MIEA Pte. Ltd.
• Customer means the legal entity identified in the applicable Order Form
• Order Form means the ordering document signed or otherwise accepted by the parties for the relevant subscription or service scope
• Service means MIEA's clinic workflow automation service, related onboarding, support where included, and related service materials
• Customer Data means data submitted to, processed by, or made available through the Service on behalf of the Customer, including customer-account data and service data

1. Scope and acceptance

These Customer Online Terms govern the Customer's access to and use of the Service.

The Service connects to the clinic's WhatsApp channel and clinic-management or EHR systems to support non-medical patient questions, appointment booking and cancellation, reminders, and related front-desk automation.

By signing or accepting an Order Form that incorporates these Customer Online Terms, or by accessing or using the Service, the Customer agrees to these Customer Online Terms and represents that its signatory or user has authority to bind the Customer.

2. Document structure

The legal stack consists of:

• these Customer Online Terms
• the applicable Order Form for customer-specific commercial terms

If there is a conflict, the signed Order Form prevails over these Customer Online Terms for customer-specific commercial terms and any other subject matter it expressly addresses.

These Customer Online Terms also include MIEA's baseline customer-account and service-data privacy disclosures for the customer relationship.

MIEA's separate Website Privacy Policy covers website visitor, lead-form, and cookie or similar tracking disclosures and sits outside the customer contract stack.

3. Trials

MIEA may offer a free trial.

Where MIEA offers a standard trial, the default trial period is 3 weeks, and trial availability depends on the selected plan or quote.

Trials are free of charge.

Trials may use the customer's real WhatsApp channel and real CMS or EHR integrations, so they should be treated as live operational use rather than a sandbox unless MIEA states otherwise in writing.

If a trial involves customer data, these Customer Online Terms and the applicable Order Form apply during the trial.

MIEA may suspend or end a trial at its discretion.

4. Service nature and limits

The Service is designed for administrative and operational communication.

The Service:

• is not for emergency communications
• does not provide medical advice
• does not replace clinic staff, medical professionals, or clinical judgment

The Customer is responsible for telling its patients and users how and when the Service should be used.

5. Fees, onboarding fee, and payment

Unless an Order Form states otherwise:

• subscription fees are billed monthly in advance
• subscription fees are denominated in USD
• payment should be made through Stripe or another payment processor designated by MIEA
• the Customer authorizes recurring automatic charges for the active subscription

If the Order Form includes a support-enabled plan, MIEA may charge a non-refundable onboarding fee.

Any onboarding fee waiver, whether full or partial, must be stated in the Order Form.

6. Renewal and plan changes

Unless an Order Form states otherwise:

• monthly plans renew automatically month to month
• annual commitments may be paid through monthly upfront charges during the annual term
• after the initial annual term, the Service defaults to month-to-month unless the parties sign a new Order Form

The Customer may upgrade or downgrade at any time only through a new Order Form.

If an Order Form creates an initial annual term, the Customer may choose not to renew that annual term by giving at least 30 days' notice before the end of that annual term unless the Order Form states a different notice period.

The Customer may not terminate for convenience before the end of the initial annual term.

If the Customer gives notice to cancel, asks MIEA to stop the Service, or otherwise stops using the Service before the end of the initial annual term, the remaining subscription fees for the rest of that annual term remain due and payable on the agreed monthly billing dates, and any fees already paid remain non-refundable, in each case except to the extent required by applicable law.

7. Failed payments

If a payment attempt fails, MIEA may use a 30-day grace period and retry the charge up to 3 times.

After the third failed attempt, MIEA may suspend or block the Service.

Suspension for non-payment does not waive the Customer's obligation to pay amounts already due or that continue to fall due during a committed term.

MIEA does not currently charge a late fee unless an Order Form states otherwise.

8. Support and onboarding

Support is included according to the selected plan or Order Form.

Email Support, where included, covers questions and configuration guidance through email. Responses are targeted within 1 to 3 business days.

Concierge Chat Support, where included, covers questions, configuration guidance, and prompt engineering assistance through chat. Responses are targeted within 8 hours during Singapore business days from 10:00 to 19:00 Singapore time. If a request arrives outside that window, the 8-hour clock starts at 10:00 on the next Singapore business day.

If the selected plan includes Custom Enterprise Support, the support scope and response terms are agreed individually.

Onboarding, where included, may cover account creation, WhatsApp connection, CMS or EHR connection, prompt setup, FAQ setup, and calendar linking for booking flows.

Support does not include development of new features, bespoke product customization, legal advice, or guaranteed resolution times unless an Order Form expressly states otherwise.

Unless an Order Form expressly states otherwise, MIEA does not provide a guaranteed uptime commitment or service-level agreement.

9. Customer responsibilities

The Customer is responsible for:

• obtaining and maintaining all lawful bases, consents, notices, and permissions required for the Customer's use of WhatsApp, CMS or EHR data, and patient communications
• lawfully transferring data from the Customer's systems into the Service
• notifying patients and users where required that some communication is automated
• providing accurate setup information and reasonable cooperation during onboarding and support
• ensuring that the Customer does not use the Service for spam, unlawful activity, or harmful misuse
• reviewing and approving its own prompts, FAQs, automations, scheduling logic, and go-live configuration before patient-facing use

10. Customer data, confidentiality, and subprocessors

The Service may process customer account, billing, onboarding, and support contact data, together with patient contact data, message history and message content, photos, attachments, operational clinic data, clinic and staff scheduling data, and patients may also send health-related information through WhatsApp.

When MIEA processes patient or clinic workflow data through the Service on behalf of a clinic customer, MIEA generally acts as a service provider or processor and the clinic customer remains responsible for patient notices, lawful basis, and instructions.

As between the parties, the Customer retains its rights in Customer Data, and MIEA retains its rights in the Service, software, documentation, and related intellectual property.

The Customer grants MIEA and its subprocessors a limited right to host, use, process, transmit, and disclose Customer Data only as reasonably necessary to provide, secure, support, bill for, improve, and comply with law in relation to the Service.

Each party must keep the other party's non-public confidential information confidential and may use it only for the purposes of the relationship. MIEA may disclose confidential information to its personnel, contractors, and subprocessors who need it for the Service and are bound by confidentiality obligations.

MIEA may use hosting providers, subprocessors, and other service providers reasonably required to operate, secure, support, and bill for the Service.

Current material service providers may include Google Cloud, OpenAI, Meta or WhatsApp, Twilio, Stripe, and HubSpot.

MIEA may update its service-provider and subprocessor arrangements from time to time as the Service evolves. Current material providers or categories may be described in service materials or provided on request.

MIEA will use commercially reasonable technical and organizational measures appropriate to the nature of the Service and the risks of the Customer Data processed through it.

If MIEA becomes aware of a confirmed security incident affecting Customer Data, MIEA will notify the Customer without undue delay and provide reasonably available information needed for the Customer's response.

11. International processing, transfers, and privacy contact

Unless the parties separately sign a standalone DPA or other written addendum, these Customer Online Terms provide MIEA's baseline service, data-processing, hosting, security, and service-provider terms for the relationship.

Current primary hosting is in Amsterdam, with a planned move to Singapore.

MIEA's separate Website Privacy Policy covers website visitor, lead-form, and cookie or similar tracking disclosures.

Customer Data may be processed internationally depending on hosting and service-provider setup.

Where Customer Data is transferred across borders, MIEA will take commercially reasonable steps to use contractual, technical, organizational, or other safeguards appropriate to the nature of the transfer and applicable law.

Privacy questions, data requests, or complaints may be directed to: hello@mieahealth.com

12. Suspension and termination

MIEA may suspend or terminate access for:

• non-payment after the applicable grace and retry process
• spam
• unlawful use
• misuse of the Service
• material security risk
• other conduct that threatens the Service, third parties, or compliance obligations

Where reasonably practicable, MIEA will use commercially reasonable efforts to give notice before a suspension that is not required urgently for security, legal, or abuse-prevention reasons.

The Customer may choose not to renew the Service or end a month-to-month subscription in line with the applicable Order Form and notice rules, and any annual commitment remains subject to Section 6.

13. Retention and deletion

After termination, the Customer may request its data for download during a 60-day post-termination window unless MIEA states otherwise in writing.

Where reasonably practicable, MIEA will provide the requested export in a format or method MIEA then makes available for standard customer data retrieval.

After that window, MIEA may delete Customer Data unless earlier deletion is requested in writing and MIEA is not required to retain the data.

MIEA may preserve some data for a limited period where reasonably required for security, backup, legal, or compliance purposes.

14. Disclaimers

To the maximum extent permitted by applicable law, the Service, support, onboarding, and related materials are provided on an as-is and as-available basis.

MIEA does not warrant that the Service will be uninterrupted, error-free, or suitable for every workflow, or that the Service will prevent all delays, scheduling conflicts, or communication failures.

15. Liability

To the maximum extent permitted by applicable law, neither party will be liable to the other for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, goodwill, business opportunity, or anticipated savings arising out of or related to the relationship, even if advised of the possibility of those damages.

To the maximum extent permitted by applicable law, each party's aggregate liability arising out of or related to the relationship will not exceed the total subscription fees paid or payable by the Customer to MIEA under the applicable Order Form during the 12 months before the event giving rise to the claim.

The exclusions and cap above do not limit payment obligations, the Customer's obligation to pay committed fees, either party's liability for fraud or other liability that cannot legally be limited, or breaches of confidentiality or misuse of the other party's intellectual property rights.

16. Changes to these terms

MIEA may update these Customer Online Terms, the Website Privacy Policy, support rules, plan structure, service descriptions, and other generally applicable service materials by publishing an updated version and giving notice where appropriate.

Non-material or administrative updates may apply from the effective date stated in the updated version.

For material updates to these Customer Online Terms, MIEA will use commercially reasonable efforts to give at least 30 days' prior notice by email, account notice, or other reasonable written notice, unless a shorter period is reasonably required for security, abuse prevention, service-provider requirements, or legal compliance.

Any such update applies prospectively from the effective date stated in the updated version or the related notice.

Customer-specific pricing, discounts, onboarding fee treatment, support inclusion, and other negotiated overrides should remain in the signed Order Form and should not be silently changed outside a new Order Form, a new billing period, or a renewal event.

Unless required for security, legal compliance, abuse prevention, or a Customer-requested change, MIEA will not use a mid-term update to these Customer Online Terms to materially reduce the Customer's core subscription rights during a then-current paid term.

MIEA will keep dated prior versions reasonably available on request.

17. General terms

Notices under these Customer Online Terms may be given by email to the Customer's primary business or account contact, to any notice contact stated in the applicable Order Form, or to any updated contact later provided for notice purposes. Notices to MIEA may be sent to hello@mieahealth.com unless MIEA states another notice contact in writing.

The Customer may not assign or transfer the relationship without MIEA's prior written consent, except as part of a merger, sale of substantially all assets, or similar corporate transaction involving the Customer and its entire relevant business. MIEA may assign or transfer the relationship to an affiliate or successor in connection with a merger, reorganization, or sale of all or substantially all of the relevant business or assets.

Neither party will be liable for delay or failure caused by events beyond its reasonable control, except that this does not excuse the Customer's obligation to pay amounts already due.

If any provision is unenforceable, the rest of these Customer Online Terms will remain in effect.

Failure to enforce a provision is not a waiver.

Sections that by their nature should survive termination or expiry, including payment obligations, confidentiality, intellectual property, liability, retention, and governing law, survive.

18. Governing law

These Customer Online Terms are governed by the laws of Singapore, and disputes should be resolved in the courts of Singapore unless an Order Form states otherwise.