Terms of Service

• Students whose institution has provisioned an account for them.
• Clinicians (doctors, counselors) who hold a current licence in the jurisdiction where they practice and have been onboarded by an institution.
• Institution administrators designated by the institution.
• Platform owners (Klovi personnel) who operate the system.

Accounts are non-transferable. You are responsible for keeping your credentials secure and for all activity performed through your account until you report it as compromised.

Klovi provides the software and communication infrastructure for tele-consultation, wellness check-ins, and cohort-level analytics. Klovi is not a medical provider. Medical advice, diagnosis, and treatment are delivered by the licensed clinician you consult, based on their independent professional judgment.

Not for emergencies. Klovi is not intended for medical or mental-health emergencies. If you or someone in your care is in immediate danger, contact your local emergency services or crisis helpline directly. Klovi clinicians are trained to escalate to in-person or emergency care whenever risk criteria are met.

• Practice only within the scope of your licence and your training. Do not provide tele-medicine in jurisdictions where you are not authorised.
• Verify the patient’s identity at the start of each consultation and document the mode of consult (audio, video, chat).
• Maintain complete, contemporaneous, and legible SOAP notes and prescriptions. Sign each note before ending the consult.
• Recognise red-flag symptoms (chest pain of concern, suicidal ideation, acute neurological deficits, obstetric emergencies, severe bleeding, etc.) and escalate to emergency care.
• Prescribe only medications you are legally permitted to prescribe via tele-consultation, in accordance with the tele-medicine regulations applicable in the patient’s jurisdiction (for example, restrictions on Schedule X / controlled substances).
• Protect patient confidentiality: do not screen-share PHI, do not consult from an unsecured or public network, and do not store patient data outside Klovi.
• Report any suspected safety incident to Klovi support without delay.

• Provide honest, accurate, and complete information about your symptoms, history, allergies, and current medications. Withholding relevant clinical information can lead to unsafe advice.
• Follow the clinician’s instructions and complete the recommended follow-up. If your symptoms worsen, do not wait for the next scheduled consult — seek in-person care.
• Do not record, screenshot, or redistribute consultations without the clinician’s written consent, except for your personal medical file.
• Take the tele-consult from a private, well-lit space with a stable internet connection.

• Provision accounts only for individuals who are entitled to access Klovi in your institution.
• Rotate or revoke access promptly when a person leaves the institution or changes role.
• Use the aggregate analytics provided to plan wellness services — never to identify or target individual students based on their mood or consult history.
• Uphold applicable education, health, and data-protection laws in your jurisdiction.

Prescriptions issued through Klovi are legally attributable to the signing clinician. Patients are responsible for filling their prescription at a licensed pharmacy and for informing that pharmacy of any other medications, allergies, or conditions relevant to safe dispensing. Do not share prescriptions with others.

You agree not to:

• Attempt to gain unauthorised access to another user’s account, a different workspace, or any restricted portion of Klovi.
• Reverse-engineer, decompile, or scrape any part of Klovi except to the extent expressly permitted by law.
• Upload content that is unlawful, defamatory, discriminatory, or infringes the intellectual property or privacy rights of others.
• Use Klovi to send unsolicited communications, run pen tests without written authorisation, or interfere with the availability of the service for others.
• Impersonate another person or misrepresent your affiliation with an institution or clinical role.

The Klovi software, brand, and documentation are the property of Klovi Health or its licensors and are protected by copyright and other laws. You receive a limited, non-exclusive, non-transferable licence to use Klovi solely for the purpose of your role. Content you author remains yours: notes belong to the treating clinician (subject to their institution’s policies) and health information belongs to the patient.

Institutions subscribe to Klovi under a separate written agreement with Klovi Health. Individual students and clinicians provisioned by a subscribing institution do not pay Klovi directly. If your institution’s subscription is suspended, past-due, or cancelled, sign-in may be paused; clinical records created during the active period continue to be retained per the Privacy Policy.

Klovi is provided “as is” and “as available.” To the maximum extent permitted by law, Klovi Health disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. Klovi does not warrant that the service will be uninterrupted or error-free. Clinical outcomes depend on the independent judgment of the treating clinician and on the accuracy of information you provide.

To the maximum extent permitted by law, Klovi Health, its officers, employees, and subprocessors will not be liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost data, or lost goodwill arising from your use of Klovi. Klovi Health’s aggregate liability for any claim relating to the service is limited to the fees paid to Klovi Health by your institution in the 12 months preceding the event giving rise to the claim. Nothing in these Terms limits liability that cannot be excluded by law, including for death or personal injury caused by negligence.

You agree to indemnify Klovi Health against any third-party claim arising from your breach of these Terms, your unlawful use of Klovi, or, for clinicians, any professional negligence or licence violation.

We may suspend or terminate access if you breach these Terms, if your account is being used in a way that endangers patients or the platform, or if your institution’s subscription ends. You may stop using Klovi at any time; we will retain clinical records for the retention periods described in the Privacy Policy.

Unless your institution’s subscription agreement provides otherwise, these Terms are governed by the laws applicable to Klovi Health at its principal place of business, without regard to conflict-of-laws rules. Disputes will be resolved by the competent courts of that jurisdiction, subject to any mandatory consumer rights you may have.

We may update these Terms from time to time. If a change is material, we will notify you at least 14 days before it takes effect. Continued use of Klovi after the effective date confirms your acceptance.

Questions about these Terms? legal@klovi.health