SIDEQUESTSERVICES

MediStockZA — Legal

Service Level Agreement

The agreement under which a registered medical practice subscribes to and uses MediStockZA.

Version 1.0 · Last updated: 23 September 2026

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1. Parties and Agreement

This Service Level Agreement ("Agreement") is between SideQuest Services, provider of MediStockZA, and the medical practice or healthcare business identified in the Subscription Details ("Practice"). The person signing for the Practice confirms that they are authorised to accept this Agreement on its behalf.

This Agreement governs the Practice's subscription to and use of MediStockZA, including the software licence, service terms, privacy and POPIA responsibilities, security, support, data handling and cancellation terms.

These supplier details are provided in accordance with section 43 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

This page is the published version of the Agreement. A practice subscribes by signing the Service Level Agreement document, which additionally records the Practice's own details, the number of registered locations, the agreed monthly fee and the effective date.

2. The MediStockZA Service

MediStockZA is a hosted practice stock and operational management platform. The subscription provides full use of the generally available MediStockZA software features made available to the Practice during its active subscription.

The service covers stock management across multiple rooms and storage locations, QR label generation and scanning, supplier records and ordering, supplier invoice capture, document storage, receiving, stock takes with variance approval, corrections with an audit trail, expiry and low-stock alerts, and printable reports over a chosen date range.

Features described as planned, coming or in development are not part of the subscribed service until they are released and made generally available to the Practice. The Practice should treat the features actually present in its account as the scope of what it is paying for.

3. Subscription Fees

MediStockZA is charged as a monthly subscription. The fee covers full use of the software at one registered Practice location. Each additional registered Practice location is charged at a further monthly fee per location.

The fee applicable to the Practice, the number of registered locations and the effective date are recorded in the signed Service Level Agreement. Fees are payable monthly in accordance with the agreed billing arrangement.

Not registered for VAT. Prices exclude VAT and no VAT is charged. If this changes, billing will be adjusted in accordance with applicable law and the Practice will be notified.

4. Software Licence

For the duration of an active paid subscription, SideQuest Services grants the Practice a limited, non-exclusive, non-transferable and non-sublicensable licence to access and use MediStockZA for the Practice's authorised internal business purposes.

The subscription provides a right to use MediStockZA. It does not transfer ownership of the software, source code, object code, system architecture, proprietary workflows, documentation, branding, confidential technical information or other protected intellectual property.

5. Authorised Users and Locations

The base subscription covers one registered Practice location. Additional locations must be registered and paid for at the applicable additional-location fee.

Only authorised users of the registered Practice and its paid registered locations may use the account. User credentials must not be shared with another practice, an unauthorised person, a competitor, a developer or any third party. The Practice is responsible for promptly removing access that is no longer required.

6. Intellectual Property and Prohibited Use

MediStockZA and its protected intellectual property remain the property of SideQuest Services and/or its applicable licensors.

Except where applicable law does not permit a restriction, the Practice and its users may not copy, reproduce, reverse engineer, decompile, disassemble, extract, scrape, redistribute, resell, sublicense or commercially exploit MediStockZA or protected MediStockZA material without written authorisation.

The Practice may not provide protected MediStockZA code or confidential technical material to another developer, use it in another application, commission another person to reproduce it, or knowingly provide a competitor or unauthorised third party with access for product replication or unauthorised technical analysis.

Nothing in this Agreement claims exclusive ownership of a general idea, concept or method that is not legally protectable.

7. Confidentiality

Both parties must protect confidential information received from the other and use it only for legitimate purposes connected with MediStockZA. Confidential information includes non-public technical, commercial, security, financial and operational information that would reasonably be understood to be confidential.

8. Practice Data

The Practice retains its rights in information and documents supplied to MediStockZA by or for the Practice ("Practice Data"), subject to applicable law.

SideQuest Services may host, process, transmit, secure, back up and otherwise handle Practice Data as reasonably required to provide, support and secure MediStockZA, follow lawful instructions and meet legal obligations.

MediStockZA source code, proprietary system configuration and SideQuest Services intellectual property are not Practice Data.

9. Privacy and POPIA

SideQuest Services and the Practice will handle personal information in accordance with the Protection of Personal Information Act 4 of 2013 ("POPIA") and other applicable South African law.

For personal information entered into MediStockZA for the Practice's purposes, the Practice will ordinarily determine the purpose and means of processing and act as the responsible party. Where SideQuest Services processes that information on the Practice's instructions, SideQuest Services acts as an operator.

SideQuest Services may separately act as responsible party for its own subscription administration, billing, support, security and business records. Privacy roles depend on the particular processing activity.

10. Personal Information

Depending on how the Practice uses MediStockZA, information processed may include Practice and user details, professional identifiers, supplier and representative details, billing records, security and audit logs, uploaded documents, stock transactions and other information necessary to provide the service.

Where authorised use involves special personal information or health-related information, the Practice must ensure that the processing is lawful, necessary and appropriately protected. Users should avoid entering unnecessary patient-identifying information into free-text fields, support messages or uploaded documents.

11. Data Processing Responsibilities

Where SideQuest Services acts as an operator, it will process personal information with the Practice's knowledge or authorisation and in accordance with lawful instructions, treat the information as confidential, maintain reasonable safeguards and restrict access to authorised persons.

The Practice is responsible for the lawfulness of Practice Data it collects and enters into MediStockZA, appropriate privacy notices, reasonable data accuracy, user access controls and responding to requests concerning Practice-controlled information.

12. Security

SideQuest Services will maintain reasonable technical and organisational safeguards appropriate to the service and information processed. These may include authentication, access controls, role permissions, secure transmission, logging, backups and incident-response procedures.

The Practice is responsible for reasonable security of its own devices, networks and credentials, and must promptly report suspected compromised credentials or unauthorised access.

13. Security Incidents

SideQuest Services will assess, contain and investigate suspected security incidents. Where notification is required by applicable law or this Agreement, the appropriate affected party will be informed through a suitable communication channel.

Where SideQuest Services acts as operator, it will provide the Practice with information reasonably required for the Practice to address its obligations as responsible party.

14. Automated Features and Accuracy

MediStockZA uses rules-based processing and automation to assist with matching, alerts and forecasts. Where optical character recognition (OCR), artificial intelligence or similar automated extraction is made available to the Practice, this clause applies to it in the same way.

Automated results may contain errors. Users must review important extracted or suggested information before relying on it, including quantities, product identifiers, descriptions, prices, supplier invoice tax fields, batch numbers, expiry dates, invoice numbers, supplier details and payment information.

Automated output is an operational aid. It does not replace the Practice's own verification, and it is not professional, financial, tax or clinical advice.

15. Service Availability

SideQuest Services will use reasonable efforts to keep MediStockZA available and operational. No 100% uptime guarantee is provided.

Availability may be affected by planned maintenance, emergency security maintenance, customer internet or device failures, third-party outages, force majeure events, authorised suspension and circumstances outside SideQuest Services' reasonable control.

16. Support and Maintenance

Support is available through the MediStockZA contact channels stated in this Agreement and will be provided on a reasonable-efforts basis during normal business operations.

SideQuest Services may perform planned or emergency maintenance and may release security updates, bug fixes, performance improvements and new functionality. Where reasonably practicable, material planned downtime will be communicated in advance.

17. Third-Party Services

MediStockZA may rely on external hosting, email, messaging, OCR, AI, storage, telecommunications, APIs and other service providers. SideQuest Services will use reasonable care in managing material providers within its control but cannot guarantee the independent availability of every third-party service.

A message, order, notification or other communication generated through MediStockZA does not by itself guarantee successful external delivery, receipt or acceptance.

18. Backups and Recovery

SideQuest Services will maintain reasonable backup and recovery arrangements appropriate to the MediStockZA service. Backups are primarily intended for service resilience and disaster recovery and are not a substitute for every Practice archival requirement.

19. Practice Responsibilities

The Practice remains responsible for physical stock custody, stock counts, stock adjustments, supplier verification, order approval, batch and expiry checks, financial verification, clinical decisions and appropriate staff supervision.

MediStockZA reports, alerts and forecasts are operational aids. The Practice must investigate discrepancies and verify critical information where appropriate.

20. Data Retention and Account Closure

Practice Data and personal information will be retained only for as long as reasonably required for the relevant purpose, contractual obligations, security, disputes, backups and applicable legal requirements.

When a subscription ends, the Practice may request an available export of Practice Data in a standard format supported by MediStockZA. Data may thereafter be deleted or de-identified subject to applicable legal retention requirements and normal backup cycles.

21. Data Subject Requests

Subject to POPIA and applicable limitations, individuals may have rights concerning access to and correction or deletion of personal information, objections to certain processing, and complaints to the Information Regulator.

Requests concerning Practice-controlled information should ordinarily be directed to the Practice. SideQuest Services will provide reasonable assistance where it acts as operator.

22. Suspension

SideQuest Services may temporarily suspend access where reasonably necessary because of material non-payment, material breach, suspected account compromise, unlawful use, serious security risk, misuse of the platform or an emergency technical situation. Where reasonably practicable, the Practice will be informed of the reason and the steps required to restore access.

23. Cancellation and Termination

The subscription is billed monthly unless another arrangement is agreed in writing.

Notice period

Either party may end the subscription by giving one calendar month's written notice. Email is sufficient. The service continues, and remains payable, to the end of that notice period. There is no cancellation penalty and no minimum contract term unless one has been agreed in writing.

Termination for breach

SideQuest Services may terminate for material breach, deliberate unauthorised exploitation of MediStockZA, serious unlawful use or persistent non-payment, subject to applicable law and any required notice or opportunity to remedy.

Statutory rights

Where the Consumer Protection Act 68 of 2008 applies to the Practice's agreement, nothing in this Agreement limits a right under that Act, including the right under section 14 to cancel a fixed-term agreement on 20 business days' written notice. Where the law gives the Practice a shorter notice period than the one above, the shorter period applies.

Where section 44 of ECTA applies — broadly, where the person contracting is a natural person, such as a practitioner trading in their own name, and the agreement was concluded entirely electronically — that person may cancel within seven days of concluding the agreement, without reason and without penalty. Where the service was used during that period, a reasonable amount may be charged for the use actually made.

What survives

Intellectual property, confidentiality, accrued payment, data-handling and other provisions that by their nature should continue will survive termination.

24. Liability

To the extent permitted by applicable law, SideQuest Services is not responsible for loss caused solely by inaccurate information supplied by the Practice, unauthorised credential sharing, failure to verify critical automated results, customer-controlled hardware or networks, or independent third-party outages outside SideQuest Services' reasonable control.

Nothing in this Agreement excludes or limits liability or statutory rights that cannot lawfully be excluded.

25. Changes

SideQuest Services may improve or change MediStockZA features and workflows over time. Material changes to contractual, privacy or subscription terms will be communicated through an appropriate channel before they take effect where required.

26. Governing Law and Disputes

This Agreement is governed by the laws of the Republic of South Africa. The parties will first attempt in good faith to resolve a dispute through direct written escalation before formal proceedings, except where urgent relief is reasonably required.

Complaints about how personal information has been handled may be referred to the Information Regulator of South Africa (inforegulator.org.za).

27. Contact Details

28. Acceptance

This Agreement constitutes the terms applicable to the Practice's MediStockZA subscription unless amended in writing or replaced by a later version accepted in accordance with applicable law.

By signing the Service Level Agreement, the authorised representative confirms that the Practice has read, understood and accepts this Agreement, including the subscription fees, software licence, confidentiality, privacy, POPIA, security and service terms.

SideQuest Services' general Terms & Conditions govern our other services. Where they and this Agreement deal with the same subject and say different things, this Agreement applies to the MediStockZA subscription.

Questions about this Agreement? Email medistockza@sidequestservices.co.za or call 082 042 1460.

See also our Terms & Conditions and Privacy Policy.