Terms of Service

1. Who we are and what these terms cover

Synora is a cloud service for managing dental clinics. It is provided by Nano System for Artificial Intelligence (نانو سيستم للذكاء الاصطناعي), a Limited Liability Company (LLC) registered in the Arab Republic of Egypt at the Cairo Investment Commercial Registry Office under commercial register no. 213792, tax registration no. 755-247-124, with its registered office at 53 Capital Mall, behind the Court, 2nd floor, Fifth Settlement, New Cairo, Cairo, Egypt ("Nano AI", "we", "us"). Nano AI is the company's trading name and Synora is its product.

These terms form a binding agreement between us and the clinic, medical centre or dentist that creates a Synora account (the "Clinic", "you"). By creating an account, ticking the acceptance box at sign-up, or using the service, you accept these terms, the Privacy Policy and the Data Processing Agreement, which forms part of these terms.

Notices to us: in writing to our registered office above, or by email to hello@nano-ai.net.

2. Eligibility and medical licensing

The service is for dental practice only. By accepting these terms, the person creating the account declares that:

• they are a dentist licensed to practise in the country where the clinic operates and registered with the competent dental syndicate, or the authorised legal representative of a medical establishment licensed under Law 51 of 1981 on medical establishments (or the equivalent law of the clinic's country);
• they have authority to bind the Clinic to these terms;
• they are at least 21 years old and have full legal capacity.

The Clinic is responsible for its lawful use of the service, and for every member of staff it gives an account to, including what they record and send through it.

3. The service

Synora provides software over the internet for running a dental clinic: patients and their files, appointments and online booking, the dental chart and treatment plans, prescriptions, billing, payments and installments, lab cases, inventory, patient messaging, reports, and related tools. The modules available depend on the plan.

We may improve, change or withdraw features. We will not remove a core function you pay for during a paid period without telling you in advance.

Care plans (memberships). On Pro, a clinic can sell its own patients a preventive care plan: named services it provides itself, and a preferred member fee schedule for its other services. The plan is the Clinic's own programme — Synora only provides the software to run it. It is not an insurance policy, carries no indemnity, and covers nothing outside the Clinic; the Clinic is responsible for the plan, its price and its terms. Synora shows the patient the plan's terms and member fee schedule before payment (and prints them), and applies the Clinic's cancellation window (14 days from the start of the plan term unless the Clinic sets another; only an annual renewal starts a new window), deducting used services at their usual price on the day they were delivered, when a plan is cancelled.

4. Accounts and security

You must give accurate information, keep passwords secret, give each person their own account, and remove access for staff who leave. Two-step verification is available and we recommend it for every account that can see patient data.

You are responsible for everything done through your Clinic's accounts. Tell us at once if you suspect an account has been compromised.

5. Not a medical device — clinical responsibility stays with you

Synora is an administrative and record-keeping tool. It is not a medical device and not software as a medical device (SaMD): it does not diagnose, does not recommend treatment, and does not replace professional judgement.

The dental chart, treatment plans, prescription and dose fields, drug and allergy alerts, lab-case statuses, reminders and reports only record and organise what your staff enter. An alert may be missing or wrong. Every clinical decision, and all clinical, civil, criminal and disciplinary responsibility for it, rests with the treating dentist and the Clinic alone.

6. Patient data, patient consent and the Data Processing Agreement

The Clinic decides which patient data is recorded and why, so the Clinic is the data controller for patient data and we process it on the Clinic's behalf as its processor, only on its instructions and only to provide the service. The Data Processing Agreement (/legal/dpa) sets out those duties in full and is incorporated into these terms by reference.

Patient health data is sensitive personal data under Egypt's Personal Data Protection Law (Law 151 of 2020). Before recording a patient's data in Synora, the Clinic must inform the patient, and obtain their explicit consent (or that of their guardian for a minor), that their data will be recorded and stored electronically, in the cloud, through a technology provider acting for the Clinic. The Clinic keeps proof of that consent. The Clinic is solely responsible for any failure to inform patients or to obtain their consent, and for the accuracy of the records it creates.

The Clinic also remains responsible for its own legal duties as a controller and as a medical establishment, including how long it must keep medical records and any licence or registration it needs with the Personal Data Protection Center.

7. Plans, fees and taxes

Plans: Free (no charge, with the limits shown in the product), Pro (a monthly or yearly fee per clinic), and Enterprise (for groups with more than one branch, on terms agreed in writing). Current prices are on our pricing page and in the product before you pay.

Fees are charged in Egyptian pounds (EGP). Where we show a price in another currency (for example SAR, AED or USD), it is for information only: the amount charged is converted to EGP at our published rate at checkout, and your bank or card issuer may apply its own exchange rate and fees.

Unless stated otherwise, prices are exclusive of value added tax. Where VAT (currently 14% in Egypt) or another tax applies to our fees, it is added and shown before you pay. We issue a receipt for every payment, and tax invoices, including electronic invoices where the law requires them, in accordance with Egyptian tax law.

Online payments are processed by Paymob on its own hosted payment page; we never see or store your card details. Where online payment is not available to you, we may agree another payment method with you in writing.

8. Renewal, reminders, grace period and the Free plan

Paid plans do NOT renew automatically and we do not store your card. Each payment covers one period — a month or a year — and you renew by paying again.

• We send the Clinic's owner a renewal reminder 7 days, and again 1 day, before the paid period ends.
• If the period ends unpaid, the Clinic keeps its paid features for a grace period of 7 days.
• If it is still unpaid after the grace period, the Clinic moves to the Free plan. Nothing is deleted: every record is kept, the paid modules are hidden, and they come back as soon as you pay. While over the Free plan's limits you keep what you have but cannot add more.

Enterprise plans and plans arranged with our team follow the renewal terms agreed in writing.

9. Cancellation and refunds

You may cancel at any time by not renewing. The paid period you have already started continues until its end date and then follows section 8.

Because each period is paid in advance and the service is activated immediately, fees paid for a period are non-refundable once that period has started, except (a) where Egyptian law, including the Consumer Protection Law (Law 181 of 2018) where it applies, gives you a right to a refund; (b) where you were charged in error or twice; or (c) where we end the service for our own convenience under section 16, in which case we refund the unused part of the period.

To ask for a refund or to report a billing error, email hello@nano-ai.net within 30 days of the charge.

10. WhatsApp and patient messaging

Patient messages (appointment reminders, booking confirmations and similar) are sent through the Clinic's own WhatsApp Business account, which the Clinic connects to the WhatsApp Cloud API operated by Meta, or by email. The Clinic is the sender, and must comply with Meta's WhatsApp Business and Commerce policies, the rules of the National Telecommunications Regulatory Authority (NTRA) and data-protection law.

• Messages may be sent only to the Clinic's own registered patients, and only for administrative purposes connected to their care: appointments, bookings, reminders, payments and records.
• Promotional or bulk messages may be sent only to patients who have given prior, recorded consent to receive them. The Clinic records that consent on the patient's file, or the patient gives it when booking online; the box is never ticked in advance. Synora refuses marketing messages to patients without recorded consent, and honours every opt-out: a STOP reply, or the unsubscribe link that marketing messages carry, which opens a page where the patient stops them in one step. A patient who opts out after a message was queued does not receive it.
• Every marketing message Synora sends for the Clinic ends with the Clinic's name, says that it is promotional, gives the Clinic's contact details from its document settings, and carries a free unsubscribe link (on WhatsApp, a STOP reply works too).
• Messages to patients about recalls and preventive care should be worded as care, not as commercial sales (no "sale", "save X%" or "best deals"): professional advertising rules for dentists may restrict them. Synora warns when a template reads like a sale offer; the wording remains the Clinic's responsibility.
• Appointment reminders go out at the time the Clinic chooses in its settings, between 2 and 72 hours before the appointment (24 hours unless the Clinic changes it).
• The Clinic must not use the service to send spam, unsolicited bulk messages, or messages to numbers that are not its patients'.

The Clinic alone and individually bears the legal, professional and disciplinary responsibility, before the Dental Syndicate and every regulatory authority, for any content, messages or pricing plans it sends to patients through the platform, with no joint liability on the platform.

The Clinic is responsible for complying with the dental profession's ethics rules — Law No. 46 of 1969 on the Dental Syndicate and the Syndicate's code of professional ethics — and with Law No. 206 of 2017 on advertising health products and services (or the equivalent rules in the Clinic's country). Synora's warning on sale-like wording is a help, not a check of compliance.

Meta may restrict or suspend a WhatsApp number for reasons of its own. We are not responsible for any restriction, suspension or ban that Meta places on the Clinic's number or account, or for messages that are delayed or not delivered by Meta or a telecom operator.

11. Acceptable use

You must not: break the law, including the Anti-Cybercrime Law (Law 175 of 2018); try to access another clinic's data or any part of the service you are not authorised to use; test, probe or attack the service's security; disrupt or overload the service; reverse-engineer it except where the law allows; resell it without our written agreement; or store content that is unlawful or infringes others' rights.

12. Availability, support and backups

We work to keep the service available and secure, but we do not guarantee that it will be uninterrupted or error-free, and Free and Pro plans come with no service-level agreement. We may carry out maintenance, preferably outside clinic hours. An Enterprise agreement may include a service level.

We take daily encrypted backups of the database and keep them for 30 days. Backups exist to restore the service after an incident, not as an archive of deleted records.

13. Your data: ownership, export and closing the account

The Clinic owns its data. We claim no rights over it beyond what we need to provide the service.

The Clinic's owner can export all of the Clinic's data at any time, on every plan including Free and during a grace period, from Settings → Data export: a ZIP file of every table in standard machine-readable formats (CSV and JSON), together with the stored images and documents. The download link stays valid for 7 days; the owner can request up to 3 exports a day. Staff with the permission can export a single patient's record from the patient's file, and reports export as CSV, Excel or PDF (on Pro). If the owner cannot use the export, we provide the same export within 14 days of a written request from the Clinic's owner.

When an account is closed — by you, or by us under section 16 — the Clinic's data stays available for export for 60 days. After that we delete it within a further 30 days, and it leaves our backups as they roll over (up to 30 days). We keep only what the law obliges us to keep, such as our own invoices and billing records.

Missing a payment never deletes data: an unpaid plan moves to Free (section 8). The Clinic remains responsible for keeping its patients' medical records for as long as the law requires, including after it leaves Synora, which is why it should export them before closing its account.

14. Intellectual property

The software, its design and content, and the Synora and Nano AI names and marks belong to us or our licensors. We grant the Clinic a limited, non-exclusive, non-transferable right to use the service for its own practice during the subscription. Suggestions you send us may be used freely to improve the service.

15. Limitation of liability

To the fullest extent permitted by Egyptian law:

• we are not liable for indirect or consequential loss, loss of profit, revenue or goodwill, business interruption, or loss or corruption of data that could have been avoided by the Clinic's own exports or diligence;
• we are not liable for clinical decisions or outcomes (section 5), for the Clinic's messages or its compliance with the law, or for services we do not control (Meta, Paymob, telecom operators, internet providers);
• our total liability for all claims arising from or connected with the service is limited to the fees the Clinic actually paid us in the three (3) months before the event giving rise to the claim.

Nothing in these terms limits liability for fraud or gross fault, or any liability that Egyptian law does not allow to be limited.

16. Suspension and termination

We may suspend an account, after notice where practicable, if it breaches these terms (in particular sections 2, 10 or 11), if required by law or a competent authority, or to protect the service or other clinics. We may end the service for all clinics, or for one clinic for our own convenience, on at least 60 days' notice. The data export and deletion rules of section 13 apply in every case.

17. Changes to these terms

We may update these terms. We will give at least 30 days' notice of any material change by email to the Clinic's owner and in the product. If you do not accept a change, you may stop using the service before it takes effect; continuing to use it after that date means you accept it.

18. Governing law and jurisdiction

These terms, and any dispute arising from or connected with them or with the service, are governed by the laws of the Arab Republic of Egypt. The Economic Courts in Cairo have exclusive jurisdiction under the Economic Courts Law (Law 120 of 2008). Before going to court, each party will try in good faith to settle the dispute by negotiation for 30 days from written notice of it.

19. Contact

Nano AI — Nano System for Artificial Intelligence (نانو سيستم للذكاء الاصطناعي), a Limited Liability Company (LLC) registered in the Arab Republic of Egypt at the Cairo Investment Commercial Registry Office under commercial register no. 213792, tax registration no. 755-247-124, with its registered office at 53 Capital Mall, behind the Court, 2nd floor, Fifth Settlement, New Cairo, Cairo, Egypt. Email: hello@nano-ai.net.