FarrerHealth Terms of Use

FarrerHealth (“FarrerHealth”, “the Application”, “the App”) is operated and managed by HealthConnexion Pte. Ltd.(UEN 201502465D), its registered office at 1 Farrer Park Station Road #11-11 Connexion Singapore 217562 (“HCNX”, “we”, “us” and “our”) with its principal place of business at HealthConnexion Medical Clinic located at 1 Farrer Park Station Road #16-13 Connexion, Singapore 217562 (“Clinic”). 

These Terms of Use sets out the terms and conditions between us and you, the Patient. By using the Application, you acknowledge that you have read, understood and agree to be bound by the Terms of Use and this constitutes a legally binding agreement between you and HCNX.

The Application is to facilitate your booking of your health screening and other appointments for healthcare services at the Clinic (“Healthcare Services”). HCNX may introduce updates, enhancements, changes or new features to the Application. Any such changes or new features will be subject to these Terms of Use and your continued usage of the Application shall be deemed to be your acceptance of the Terms of Use.
 

1.    Creating an account (“App Account”)
  
1.1.    You need to set up an App Account in order to use the Application. To do this, you only need to a valid email address and that must be validated with a One-Time Passcode (“OTP”) sent to that valid email address. You are to enter the OTP within 3 minutes. You may request for another OTP to be resent after 30 seconds. Do check your email spam or junk folder for the OTP.
 
1.2.    As you will be receiving notifications from us through email, we recommend that you use an email address that you frequently access and use.  

1.3.    Once you have set up the App Account, you will only be required to enter your: a) First/Given Name, b) Last/Family Name, c) Contact Number (this is required for us to contact you to follow up on your booking and scheduling of appointments); and d) Email/User ID to set up your user profile.

1.4.    You only need to provide more personal data when you book and pay for the Healthcare Services.

1.5.    You may withdraw your consent for us to continue collecting, using, disclosing and processing your personal data, by contacting us at [email protected]. However, should you wish to do so, it may not be possible for us to fulfil the purposes for which we require your personal data, including providing functionalities offered through the Application.

1.6.    You may refer to our data protection policy at Farrer Park Hospital Pte. Ltd.'s Personal Data Protection Policy for more information on our data protection practices.

2.    Application and Account Security 

2.1.    Your App Account is stored in HealthPocket, a cloud-based storage service developed by HCNX’s technology partner, Affinidi Pte Ltd. (“Affinidi”) to store your health reports and your account information. You may view Affinidi’s terms and conditions and their data protection practices here. 

2.2.    Your account information is being encrypted with Affinidi’s proprietary “Verifiable Credentials”, which are tamper-proof credentials that can be verified cryptographically to implement self-sovereign identity and for the protection of your data. 

2.3.    Notwithstanding Clause 2.1, you are responsible for the security of your Account and your mobile device. Failure to do so may result in unauthorised access to or disclosure of information about you (including your medical information).

2.4.    You are not to violate, or attempting to violate, the security of the Application. Such violations may result in criminal and/or civil penalties against you. You are informed that all alleged or suspected violations will be investigated and we will cooperate with the respective regulatory and law enforcement agencies.

2.5.    Violations of the security of the Application include:
(a)    Logging into or attempting to log into a server or user account that you are not authorised to access; 
(b)    Accessing data or taking any action to obtain data, information or services not intended for you or your use; 
(c)    Attempting to probe, scan or test the vulnerability of any system, network or user account; 
(d)    Tampering, hacking, modifying or otherwise corrupting or breaching security or authentication measures;
(e)    Circumventing any system or mechanism in the Application that is designed and intended to limit your access to areas within, or components of, the Application; 
(f)    Transmitting material that contains viruses, Trojan horses, worms, time bombs, cancelbots, malware, corrupted files or other computer programming routines or engines or engage in conduct that could damage, disrupt or otherwise impair or interfere with the Application’s or any user account’s functionality or operation; 
(g)    Infringing any copyright or other intellectual property rights pertaining to the information, materials or resources made available through the Application; or
(h)    Interfering with service to, or engaging in any denial of service attack of, the Application, any user, host or network including, without limitation by means of overburdening or “flooding”, any computer system.

3.    Using FarrerHealth 

FarrerHealth has the following functionalities: 
(a)    Browse, select, book, pay and cancel for your Healthcare Services appointments for Healthcare Services with HCNX (“Booking Function”);
(b)    Pre-register for your health screening appointment (“Pre-registration Function”); 
(c)    View and download your medical report after completing your health screening (“Medical Report Function”).

3.1.    Booking Function, Payment, Rescheduling, Cancellation and No-Show 
The Healthcare Services stated in Annex 1 to these Terms of Use are offered in 2 modes: 1) Buy Now, Pay Now (“BNPN”); and 2) Buy Now, Pay Later (“BNPL”). 

a) BNPN Mode

3.1.1.    Booking Period: You may only book and reschedule a date and time of your Healthcare Service within a 3-month period. For example, if you access the App in March 2023, you will be able to see the calendars up to June 2023.

3.1.2.    The Healthcare Services time slots are set out below:

3.1.3.    Payment: An in-app payment must be made in order to secure your booking (hereinafter a “Confirmed Booking”). Once you have selected the Healthcare Service, you will be directed to HCNX’s payment gateway to make payment. HCNX does not collect or store any of your credit card details. Upon successful payment, you will also receive an email notification of the Confirmed Booking and a Booking Reference ID. The Confirmed Booking (along with your personal data) will be populated in HCNX’s third-party clinic management system, operated by Plato Medical Pte Ltd (“Plato”). All prices of the Healthcare Services in the Application are subject to Goods and Services Tax (GST) at the prevailing rate.

3.1.4.    Rescheduling: You can only reschedule your Confirmed Booking directly from the App up to 48 hours before the date of the appointment and the rescheduled booking can only be made within the next 3 calendar months.

3.1.5.    Cancellation: You cannot cancel a Confirmed Booking through the Application. Please call the Clinic to do this. Any refunds for cancelled Confirmed Bookings will be made to you according to HCNX’s existing processes. HCNX may impose a cancellation fee for such requests.

3.1.6.    No-Show: Should you, for whatever reason, not turn up on the Confirmed Booking’s day of appointment, HCNX will treat this as a No-Show and your Confirmed Booking will be treat as a “Missed” booking. No refunds will be made and you will be required to call the Clinic for further assistance.  
b) BNPL Track

3.1.7.    When you make a booking for a Healthcare Service under the BNPL track, you are required to pay for the Healthcare Service within 24 hours from confirmation of all the necessary appointments with HCNX. You will receive in-App notification and reminders to make payment. 

3.1.8.    Failing to make payment will render your booking to be a “Failed” booking and a fresh booking must be made following the same process above.

3.2.    Pre-Registration Function

3.2.1.    You can only pre-register for the Healthcare Service on a Confirmed Booking.
 
3.2.2.    To pre-register, you are required to complete a form requesting for your personal information and detailed past medical and family history (“Pre-registration Form”). Take note that as HCNX is regulated under Singapore’s Ministry of Health, we are required under the relevant Singapore healthcare sectoral written laws to collect your full identification number (NRIC Number for Singaporeans and passport number) for the purposes of rendering the Healthcare Services and maintaining accurate and complete records of our patients. 

3.2.3.    You can pre-register in 2 ways: 1) through the App before your appointment; or 2) by scanning a QR code when you turn up at the Clinic on the day of appointment. The Pre-registration Form will need to be completed before HCNX can render the Healthcare Services to you.

3.3.    Medical Report Function

3.3.1.    Once the Healthcare Services have been rendered, HCNX will prepare and upload a medical summary report (“Medical Report”) onto the Application. You will receive an in-app notification informing you that the Medical Report is ready.

3.3.2.    All Medical Reports will be stored on the Application and you can download your Medical Report on to your personal device. You can also request for the Medical Report to be removed from the Application by writing in to HCNX. 
 

4.    PERSONAL DATA

We will collect, process, disclose or store your personal data (as defined in Singapore’s Personal Data Protection Act 2012 (“PDPA”) that you provide to us through the Application in accordance with the PDPA as well as according to relevant Singapore healthcare written laws (“Singapore Healthcare Laws”). 

4.1.    Consent: By providing us with your personal data, you give your consent to us and/or our service provider(s) to collect, using, storing, disclosing and otherwise processing the data for the purposes of facilitating your use of the Application. 

4.2.    Personal Data of others: Where you provide the personal details of another person other than yourself (e.g. your partner when booking for the Pre-Marital Screening Package for 2 persons or your family members/children for the purposes of understanding your medical history), you represent and warrant that you have: 

(a)    informed him/her of the purposes for which you are disclosing his/her personal data to us and for which we are collecting his/her personal data; and 

(b)    obtained his/her consent to your disclosure of his/her personal data to us for those purposes and his/her acceptance of these Terms. 

4.3.    Withdrawal of Consent: You may withdraw your consent for us to continue collecting, using, disclosing and processing your personal data, by contacting us in accordance with Clause 5.14 below.  However, if you do so, it may not be possible for us to fulfil the purposes for which we require the personal data, including providing functionalities offered through the Application.

4.4.    Purposes. We collect, use, disclose and process your personal data for the following purposes:
(a)    providing you with the functionalities offered through the Application;
(b)    rendering the Healthcare Services; 
(c)    communicating with you, and assisting you with your queries, requests, applications, complaints, and feedback;
(d)    resolving any disputes, investigating any complaint, claim or dispute or any actual or suspected illegal or unlawful conduct; or
(e)    compliance with any legal or healthcare regulatory obligations, applicable laws, regulations, guidelines, or rules, or to assist in law enforcement and investigations conducted by any governmental and/or regulatory authority.

4.5.    Fresh Consent for New Purposes: Where we require to collect, use, disclose and process your personal data for other purposes that are not stated herein, we will obtain fresh consent from you, unless exempted under the PDPA or any other applicable written law (e.g. Singapore Healthcare Laws).

4.6.    Accuracy and completeness of personal data. You are responsible for ensuring that all personal data that you provide to us is true, accurate and complete. You are responsible for informing us of any changes to your personal data.

4.7.    Disclosure to related parties. Where you book for the Healthcare Services on the BNPL track, your personal data may be disclosed with FPH in order to provide the Healthcare Services to you.

4.8.    Disclosure to third parties. Other than Affinidi and Plato, we do not disclose your personal data to any other third party.

4.9.    Cross-border transfers. You acknowledge that while your personal data are located in Singapore, where we are required to transfer your personal data across jurisdictions, we will ensure that your personal data is protected in accordance with these Terms and applicable laws, but in any event to a level that is no less stringent than the jurisdiction from which the personal data is transferred.

4.10.    Protection. We have in place appropriate measures to safeguard your personal data in our possession or under our control and we use our reasonable endeavours to ensure that your personal data is not subject to unauthorised or unintended access.

4.11.    Period of retention. As a Singapore-based healthcare service provider, we are required by our local healthcare regulation to retain your medical information for a prescribed period under written law, after which, we will securely dispose your personal data according to our internal processes. You may refer to Annex 2 for the detailed retention periods.

4.12.    Data Subject Rights. Under the PDPA, you have the following rights under applicable law in relation to your personal data: 

4.12.1.    Access: you may ask us if we hold your personal data and, if we are, you can request access to your personal data. This enables you to receive a copy of and information on the personal data we hold about you. We may charge a reasonable fee for handling of such an access request.

4.12.2.    Correction: you may request to correct any incomplete or inaccurate personal data we hold about you or by updating your data through the Application.

4.12.3.    Deletion: you may request to delete your personal data through the Application.

We may rely on certain circumstances prescribed under the PDPA to refuse an access or correction request.

4.13.    Contact details. If you wish to exercise any of your rights, or if you have any feedback or issues in relation to your personal data, you may contact our data protection officer at [email protected]. When you contact us, we may require you to provide information, including verification of your identity, before we are able to respond. 
 

5.    INDEMNITIES

To the fullest extent permitted under law, you agree to indemnify us, our parent company, Farrer Park Hospital Pte Ltd (“FPH”), directors, employees, agents (collectively the “Indemnified Persons”) in respect of any and all claims, losses, damages, expenses (including legal costs on a full indemnity basis), or liabilities (whether criminal or civil) and costs of settlement suffered or incurred by the Indemnified Persons or asserted against them in respect of:

a)    any access, use of, or conduct in connection with, the Application, by you;
b)    any breach by you of any of these Terms;
c)    any violation of the rights of any third party;
d)    any dispute between you and a third party or another user of the Application;
e)    the occurrence of any event due to your act, omission or default which comprises the security or integrity of the Application or its contents; and/or
f)    your violation of any applicable law or the rights (including but without limitation to intellectual property rights and privacy rights) of any other person or entity.
 

6.    SUSPENSION AND TERMINATION

6.1.    We reserve the right to suspend or terminate your access and use of the Application, immediately without prior notice and without liability to you, and for any reason.

6.2.    If we discontinue the Application, or terminate your right to access and use the Application, we may delete or deactivate your account and all related information in such account without liability to you.

6.3.    All clauses of these Terms that are intended to survive after the termination of your access to the Application shall survive such termination and remain in full force and effect. 
 

7.    MISCELLANEOUS

7.1.    We may transfer, assign or novate our rights and obligations to FPH at any time without prior notice to you or your consent.

7.2.    If any provision in these Terms of Use is found invalid or unenforceable, that provision shall be enforced to the maximum extent possible, and the other provisions contained herein will remain in full force and effect. 

7.3.    These Terms of Use constitute the entire agreement between us in relation to the subject matter herein and supersede any and all prior or contemporaneous written or oral agreements or representations. Our failure to insist upon or enforce strict performance of any provision of these Terms shall not be construed as a waiver of any provision or right. 

7.4.    These Terms are governed by the laws of Singapore and you submit to the exclusive jurisdiction of the courts of Singapore in relation to all disputes and any claim relating to use of the Application.

7.5.    The provisions of the Contracts (Rights of Third Parties) Act (Cap 53B of Singapore) do not apply to these Terms. The rights and remedies under these Terms are cumulative and not exclusive of any other right or remedy provided by law or equity.
 

Annex 1: LIST OF HEALTHCARE SERVICES

Annex 2: RETENTION PERIODS SCHEDULE