Ollie Health Terms & Conditions of Service

Version: 1.0
Effective Date: December 11, 2025
Governing Law: Republic of South Africa
Registered Entity: Ollie Health (Pty) Ltd
Contact: bookings@ollie.health | khaya@ollie.health

IMPORTANT - Please Read Carefully

These Terms & Conditions govern your access to and use of the Ollie Health platform, including all health screening, AI coaching, clinical consultation, mobile health clinic, and corporate wellness reporting services.

By accessing or using Ollie Health, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the platform.

If you are accessing Ollie Health through your employer (Corporate Client), these Terms apply to you as an individual user. Your employer's separate agreement with Ollie Health governs the corporate relationship.

1. Definitions

In these Terms, the following definitions apply:

"Ollie Health", "we", "us", "our": Ollie Health (Pty) Ltd, a company registered in the Republic of South Africa.
"Platform": The Ollie Health web application, WhatsApp AI coach, mobile health clinic interface, corporate HR dashboard, and all related services.
"Patient" / "User" / "you": An individual who accesses the Platform, whether directly or through a Corporate Client.
"Corporate Client": The employer, organisation, or B2B client that has contracted with Ollie Health to provide the Platform to its employees.
"Clinical Professional": A General Practitioner, Doctor, Psychologist, Occupational Therapist, or other qualified healthcare professional registered on the Platform.
"Ollie AI": The AI-powered wellness coaching system embedded in the Platform, including the web and WhatsApp-based conversational coach.
"Health Data": All mental and physical health information you provide or that is generated through your use of the Platform, including assessment results, consultation notes, triage outcomes, biometric data, and AI session context.
"Assessment": Any validated psychological or physical health tool administered through the Platform, including the Maslach Burnout Inventory (MBI) and WHO-5 Well-Being Index.
"Services": All features and functions offered through the Platform, including health screening, Ollie AI coaching, clinical consultations, mobile health clinic, triage, referral, and corporate wellness reporting.
"Applicable Law": POPIA (South Africa); GDPR (EU); HIPAA (USA, where applicable); and all other applicable data protection, health, and consumer protection laws.

2. Nature of the Service & Important Clinical Disclaimers

2.1 What Ollie Health Provides

Ollie Health is a digital health orchestration platform. We provide:

Medically graded mental and physical health screening using validated assessment tools on all our tiers: Ollie Sense, Ollie Care, Managed Care and Ollie Full Stack.
Access to prescriptions from health experts on tiers: Ollie Care, Managed Care and Ollie Full Stack.
AI-powered wellness coaching through Ollie AI, based on your assessment results and session context on all tiers.
Access to qualified Clinical Professionals (GPs, Doctors, Psychologists, Occupational Therapists) for consultations and expert support on all tiers.
An on-demand mobile health clinic for physical assessments, triage, and clinical referral for tiers Managed Care and Ollie Full Stack.
Longitudinal tracking of your health journey to support ongoing care on all tiers.
Aggregated, anonymised wellness reporting to your Corporate Client on all tiers.

2.2 Ollie AI Is Not a Medical Professional

IMPORTANT - Ollie AI Limitations

Ollie AI is a wellness coaching tool. It is not a doctor, psychologist, therapist, or clinical practitioner. Ollie AI does not diagnose medical or psychiatric conditions. Ollie AI does not prescribe medication, treatment, or clinical interventions.

Any clinical decision or diagnosis is made exclusively by a qualified, registered Clinical Professional - never by the AI.

2.3 Triage and Referral

If Ollie AI or an assessment identifies you as being at elevated risk, the Platform's triage protocol will activate within all tiers. This may include:

Notifying you of available clinical support within the Platform.
Recommending or facilitating a consultation with a GP, Doctor, or Psychologist.
In cases where there is an immediate risk to life, activating the crisis protocol which may involve contacting emergency services.

All triage flags generated by the AI are reviewed by a qualified Clinical Professional before any clinical action is taken. The triage protocol is configurable by your Corporate Client in accordance with their duty-of-care obligations.

2.4 Emergency Situations

If You Are in Crisis

If you are experiencing a mental health emergency or are at risk of harm to yourself or others, please contact emergency services immediately:

South Africa: SADAG 0800 456 789
Emergency: 10111

The Ollie Health Platform is not an emergency service. In a life-threatening emergency, always call emergency services first.

3. Eligibility & Account Registration

3.1 Eligibility

You must:

Be 18 years of age or older to use the Platform.
Be a current employee or eligible dependent of a Corporate Client that has contracted with Ollie Health, unless you are accessing the Platform directly.
Have the legal capacity to enter into a binding agreement.
Not be prohibited from receiving the Services under applicable law.

3.2 Account Accuracy

You agree to provide accurate, complete, and current information during registration. You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at bookings@ollie.health if you suspect any unauthorised access to your account.

3.3 Passwordless Authentication

The Platform uses passwordless authentication (OAuth via Google, Microsoft, or GitHub; or email magic links). You are responsible for the security of the email address or third-party account used to access the Platform.

4. Platform Access & Acceptable Use

4.1 Permitted Use

You may use the Platform solely for lawful personal health and wellness purposes as described in these Terms. You agree to use the Services only for their intended purpose.

4.2 Prohibited Conduct

You must not:

Provide false, misleading, or inaccurate health information that could affect your clinical assessment or care.
Impersonate any person or misrepresent your identity or affiliation.
Attempt to access the clinical records, assessment results, or account information of any other user.
Use the Platform to transmit spam, malware, or any harmful code.
Attempt to reverse-engineer, scrape, or extract data from the Platform.
Use the Platform in any manner that could interfere with the clinical safety of other users.
Share your account credentials with any third party.
Use automated systems, bots, or scripts to interact with Ollie AI or any part of the Platform.

4.3 Corporate Client Responsibilities

Corporate Clients are responsible for:

Ensuring their employees are informed of the availability and nature of the Platform.
Configuring the triage and crisis protocol settings in accordance with their duty-of-care obligations.
Ensuring that HR administrators access only the anonymised, aggregated reporting dashboard.
Not attempting to identify individual employees from aggregated wellness metrics.

5. Clinical Consultations & Professional Relationships

5.1 Nature of Consultations

Consultations with Clinical Professionals through the Platform are professional healthcare services. The consulting Clinical Professional is an independent practitioner and is responsible for their own clinical judgement and professional obligations under their registration with the relevant professional body (HPCSA, SACSSP, or equivalent).

5.2 Clinical Independence

Ollie Health does not direct, supervise, or control the clinical decisions made by Clinical Professionals. Ollie Health provides the technology infrastructure that enables the clinical relationship - it is not a party to the clinical consultation itself.

5.3 Data Shared with Clinical Professionals

When you book a consultation with a Clinical Professional, the following data may be made available to them:

Your health assessment results (MBI, WHO-5, and other completed assessments) relevant to the consultation.
Previous consultation notes from prior sessions with the same professional.
Triage flags and risk indicators generated by the Platform, where clinically relevant.
Your stated reason for booking the consultation.

Data shared with Clinical Professionals is strictly limited to what is clinically necessary for the specific consultation. Clinical Professionals cannot access your full platform history, other users' records, or your employer's HR dashboard.

6. Mobile Health Clinic

6.1 Mobile Clinic Services

The Ollie Health mobile health clinic provides on-demand physical health assessments, including biometric measurements via the ShenAI integration. You consent to the collection of biometric data at the point of assessment.

6.2 Biometric Data Handling

Biometric and physical health data collected through the mobile clinic is stored as protected health data (Tier 3).
Your physical health results are visible to you on your personal dashboard for a period of 14 days from collection.
After 14 days, your biometric data is permanently and automatically deleted from our systems.
Biometric data is never shared with your Corporate Client in identifiable form.

6.3 Triage & Referral from Mobile Clinic

If your physical assessment results indicate that you require clinical attention, the Platform's triage protocol will activate. You may be referred to a GP or specialist within the Platform, or to an appropriate external healthcare provider. All referrals from the mobile clinic are reviewed by a qualified Clinical Professional before action is taken.

7. Ollie AI - Terms of Use

7.1 What Ollie AI Is

Ollie AI is a digital wellness coaching assistant. It engages with you through conversational interfaces on web and WhatsApp. Ollie AI:

Provides wellness guidance based on your assessment scores and the topics you discuss.
Tracks session topics and assessment context to personalise your experience over time.
Identifies patterns that may indicate elevated stress, burnout, or health risk.
Can trigger triage protocols when your responses indicate elevated risk.

7.2 What Ollie AI Does Not Do

Ollie AI does not diagnose any mental or physical health condition.
Ollie AI does not make autonomous clinical decisions. All risk flags are reviewed by a qualified Clinical Professional.
Ollie AI does not share your individual data with your employer. Your employer sees only anonymised population-level statistics.
Ollie AI does not use your personal data to train AI models.

7.3 Reliance on Ollie AI Outputs

Ollie AI outputs are for informational and wellness support purposes only. They do not constitute medical advice. You should not make clinical, diagnostic, or treatment decisions based solely on Ollie AI outputs. Always consult a qualified Clinical Professional for clinical concerns.

7.4 WhatsApp Integration

When you interact with Ollie AI via WhatsApp, your messages are transmitted through the WhatsApp Business API, which provides end-to-end encryption at the WhatsApp layer. Ollie Health processes the content of your messages to generate AI responses. Only session topics and timestamps are retained by Ollie Health - full message content is not stored.

8. Corporate Client Reporting - Your Privacy Protections

8.1 What Your Employer Sees

Your Corporate Client (employer) has access to an HR dashboard displaying population-level wellness metrics. This dashboard shows:

Aggregated wellness trend scores for the workforce or a department.
The number of employees who accessed specific types of support, such as how many employees received medical intervention - never who.
Anonymised breakdown of assessment score distributions across the workforce.

8.2 What Your Employer Cannot See

Your employer cannot see:

Your individual assessment results, scores, or responses.
Your Ollie AI session topics, conversations, or coaching history.
Whether you personally have been triaged, referred, or identified as at-risk.
Your clinical consultation notes, diagnoses, or treatment plans.
Your biometric data or physical health assessment results.
Any information that could allow them to identify you as an individual from aggregated data.

8.3 Anonymisation Standards

All corporate reporting data is aggregated and de-identified before any disclosure to your Corporate Client. Minimum cohort thresholds are applied to all reported metrics to prevent mathematical reverse-engineering of individual identities. Ollie Health's contractual terms with Corporate Clients explicitly prohibit any attempt to identify individual employees from aggregated data.

9. Intellectual Property

9.1 Ollie Health IP

All intellectual property in the Platform, including the Ollie AI system, assessment frameworks, software, interfaces, branding, and content, is owned by or licensed to Ollie Health. Nothing in these Terms grants you any right to use Ollie Health's intellectual property other than as strictly necessary to use the Services.

9.2 Your Content

You retain ownership of any personal information and health data you provide. You grant Ollie Health a limited, non-exclusive, royalty-free licence to process your data as necessary to provide the Services described in these Terms and in our Privacy Policy.

9.3 Feedback

If you provide feedback or suggestions about the Platform, you grant Ollie Health the right to use such feedback without restriction or compensation.

10. Fees, Payments & Subscriptions

10.1 Corporate Client Model

Access to the Platform is provided to individual users at no direct charge where the Corporate Client has contracted with Ollie Health. Payment terms between Ollie Health and Corporate Clients are governed by the separate B2B agreement.

10.2 Refunds

Refund requests for clinical consultations must be submitted to jessica@ollie.health within 7 days of the session. Refunds are at Ollie Health's discretion and are subject to the Corporate Client's plan terms where applicable.

11. Liability & Indemnification

11.1 Limitation of Liability

To the maximum extent permitted by Applicable Law, Ollie Health's total liability to you for any claim arising out of or in connection with these Terms or the Services shall not exceed the amount paid by you (or on your behalf by your Corporate Client) in the 12 months preceding the claim.

Ollie Health is not liable for:

Any clinical decision made by a Clinical Professional in the exercise of their professional judgement.
Any delay or failure to provide Services due to circumstances beyond our reasonable control.
Any loss or damage arising from your reliance on Ollie AI outputs as clinical advice.
Indirect, consequential, or special damages of any kind.

11.2 Clinical Professional Liability

Clinical Professionals are independent practitioners. Ollie Health does not accept liability for the clinical advice, diagnosis, treatment, or professional conduct of any Clinical Professional accessed through the Platform. Clinical Professionals are individually responsible and insured under their professional registrations.

11.3 Your Indemnification

You agree to indemnify and hold harmless Ollie Health from any claims, losses, or damages arising from: your violation of these Terms; your provision of false health information; or your misuse of the Platform.

12. Termination & Suspension

12.1 Termination by You

You may terminate your account at any time via the Platform's account settings or by contacting bookings@ollie.health. Upon termination, your personal identity data will be deleted within 30 days. Clinical records will be retained for the period required by applicable health law.

12.2 Termination by Ollie Health

We may suspend or terminate your access to the Platform immediately if:

Your Corporate Client's agreement with Ollie Health expires or is terminated.
You materially breach these Terms.
We are required to do so by law or regulatory authority.
Your account activity poses a risk to the safety of other users or the integrity of the Platform.

12.3 Effect of Termination

Upon termination, you will lose access to the Platform and all Services. Your health data handling on termination is governed by the Data Retention Policy set out in the Privacy Policy.

13. Data Protection

Your privacy and the protection of your Health Data are of paramount importance to Ollie Health. Our collection, use, storage, and disclosure of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

In summary:

We process your Health Data lawfully, under explicit consent, to deliver clinical and wellness services.
We never sell your data or use it for advertising.
We never share your identifiable Health Data with your employer.
We never store the content of your clinical sessions or Ollie AI conversations.
We apply the highest level of encryption and access controls to all clinical data.
You have full rights to access, correct, port, restrict, and erase your data.

For all data-related requests, contact: bookings@ollie.health.

14. Governing Law & Dispute Resolution

14.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa, without regard to conflict-of-law principles.

14.2 Dispute Resolution

In the event of a dispute arising from these Terms or your use of the Platform, you agree to first seek resolution through good-faith negotiation by contacting bookings@ollie.health. If the dispute cannot be resolved within 30 days, either party may refer the matter to mediation before commencing litigation.

14.3 Regulatory Complaints

You have the right to lodge a complaint with:

Information Regulator of South Africa (IRSA) for POPIA-related concerns: www.justice.gov.za/inforeg.
The relevant EU Supervisory Authority for GDPR-related concerns.
US Department of Health & Human Services (HHS) for HIPAA-related concerns, where applicable.

15. Amendments

Ollie Health reserves the right to amend these Terms at any time. Material changes will be communicated to you via email or in-platform notification at least 30 days before taking effect. Your continued use of the Platform after the effective date of any amendment constitutes acceptance of the revised Terms.

16. General Provisions

16.1 Entire Agreement

These Terms, together with the Privacy Policy and any additional agreements between you and Ollie Health, constitute the entire agreement between us regarding the Services.

16.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

16.3 Waiver

Ollie Health's failure to enforce any provision of these Terms shall not constitute a waiver of our right to enforce such provision in the future.

16.4 Contact

For all enquiries regarding these Terms: bookings@ollie.health.

End of Terms & Conditions | Ollie Health (Pty) Ltd | v1.0 | December 2025