Terms of service

1About these terms

These terms are an agreement between Hizmedia Ltd ("Hizmedia", "we", "us") and the business that signs up to use Drawn ("you", "the clinic"). Drawn is our online booking and clinic management software for private blood testing clinics, at www.bookdrawn.com.

Our data processing agreement forms part of these terms. It covers the personal data of your patients and staff that Drawn processes for you. If the two ever conflict about personal data, the data processing agreement wins.

By ticking the box when you sign up, or by using Drawn, you accept these terms on behalf of your business. The person who accepts them confirms they have the authority to do so.

2Who can use Drawn

Drawn is for businesses only. You may use it to run a clinic that offers blood tests or similar health services. It is not for consumers, and consumer protection law that applies only to consumers does not apply to these terms.

Everyone who signs up or holds a staff account must be at least 18.

3Your account and your staff

The person who signs up becomes your clinic's first admin. Admins can invite staff, choose their roles, and decide who may see test reports. Your plan sets how many staff accounts and locations you can have.

You're responsible for:

• everything done under your clinic's staff accounts;
• giving each person their own account, and never sharing sign-in details;
• keeping staff email accounts secure, because Drawn sends a sign-in code to the staff member's email every time they sign in;
• removing access promptly when someone leaves.

Tell us straight away at director@hizmedia.com if you think an account has been misused.

4The free trial

New clinics get a free trial of 14 days. No card is needed. We email you before it ends. To keep using Drawn afterwards, choose a plan in Settings > Plan and billing.

If the trial ends without a plan, your dashboard becomes read only and your booking page stops taking bookings. Your records are deleted 30 days after the trial ended, as set out in section 19.

5Plans, prices and billing

Our plans, what each includes, and their prices are shown on our website and in Settings > Plan and billing. Prices exclude VAT, which is added where it applies.

• You pay in advance, monthly or yearly, by card through our payment provider, Stripe.
• Your subscription renews automatically at the end of each period until you cancel.
• Stripe emails your receipts. Your invoices are also in Settings > Plan and billing.
• We may change our prices. We'll email you at least 30 days before a change affects you, and it applies from your next renewal after that. You can cancel before then.

6Changing or cancelling your plan

• Moving to a bigger plan: the difference for the rest of your billing period is charged to your card straight away, and the new features are ready at once.
• Moving to a smaller plan: the unused part of your current plan is credited to your account and comes off your next invoices. Drawn won't let you move to a plan your current setup doesn't fit, such as having more locations than the plan includes.
• Switching between monthly and yearly: your billing period starts again that day. You pay for the new period, less the unused part of the old one.
• Cancelling: you can cancel at any time in Settings > Plan and billing. Drawn keeps working until the end of the period you've paid for. We don't refund part periods, except where the law requires us to.

7Late and failed payments

If a payment fails, Stripe tries your card again over the following days and we email you. Your booking page stays live for 7 days after the first failure.

If the payment still hasn't gone through after 7 days, online booking pauses and your dashboard becomes read only. Your records are kept, and you can still view and export them. Everything starts working again as soon as the overdue invoice is paid.

8Taking payments from patients

You can choose for patients to pay when they book. To do this you connect your own Stripe account to Drawn.

• Patients pay you directly. The money goes to your Stripe account and never passes through Hizmedia.
• Drawn charges a fee of 1% of each online payment, capped at 1 unit of your currency (for example £1), taken through Stripe at the time of payment. If you refund the payment in full, our fee is refunded with it.
• Stripe's own fees apply under your agreement with Stripe, which is between you and Stripe.
• You are the seller. Refunds, disputes, chargebacks and the invoices Drawn issues for you are your responsibility.
• Payments taken at the clinic carry no fee from us.

9Your responsibilities as a clinic

Drawn helps you run bookings and records. Running a clinic remains your responsibility. In particular:

• Clinical decisions. Drawn does not give medical advice, interpret results or decide whether a test is suitable for a patient. Any clinical judgement, and the advice you give patients, is yours.
• What you publish. You're responsible for the accuracy of your test descriptions, prices, preparation instructions, opening hours and every other detail you enter, and for keeping them up to date.
• Regulation. You must hold any registration, licence or insurance your services need, and follow the law and professional guidance that applies to your clinic.
• Data protection. For your patients' data you are the controller, as explained in section 10.
• Not for emergencies. Drawn is not an emergency service, and you must not present it to patients as one.

10Patient data and data protection

For the personal data of your patients and staff that you put into Drawn, you are the controller and we are your processor. Our data processing agreement sets out how we process it, only on your instructions, and how we protect it. It meets Article 28 of the UK GDPR.

You must have a lawful basis for collecting and using your patients' data, including a condition for health data under Article 9 of the UK GDPR. You must give patients a privacy notice. Drawn won't let your booking page go live without one.

For your own account details, billing, and use of our website, we are the controller. Our privacy policy explains what we do with that information.

11Acceptable use

You must not use Drawn, or let anyone else use it, to:

• break the law, or help anyone else to;
• collect or use personal data without a lawful basis, or send marketing to patients who haven't agreed to it;
• upload anything harmful, such as malware, or anything you have no right to use;
• probe, scan or test the security of Drawn, except with our written permission;
• copy, resell or reverse engineer Drawn, or use it to build a competing product;
• put an unreasonable load on Drawn, for example by automated access we haven't agreed to.

12Your own booking domain

Some plans let you show your booking page at an address on your own domain. You must own or control that domain and keep its DNS records pointing at Drawn. If you move to a plan without this feature, or your subscription ends, the address stops working and patients can book at your Drawn link instead.

13Availability and support

We work to keep Drawn available and reliable, and to fix problems quickly. We can't promise it will never be interrupted. We may need to pause it for maintenance, which we'll try to do at quiet times and tell you about in advance where we can.

Support is by email at director@hizmedia.com. Your plan shows the level of support it includes.

14Changes to Drawn

We improve Drawn over time and may add, change or remove features. If we remove a feature that is central to your plan, we'll tell you at least 30 days before, and you can cancel and receive a refund for any period you've paid for and won't use.

15Intellectual property

Hizmedia owns Drawn, including its software, design and content. These terms give you the right to use it for your clinic while your account is active. They don't transfer any ownership.

You own your data: your clinic's details, tests, records and anything else you enter or upload. You give us permission to use it only to provide Drawn to you, as the data processing agreement describes.

If you send us ideas or feedback, we may use them to improve Drawn without owing you anything.

16Confidentiality

Each of us will keep the other's confidential information private, and use it only for the purposes of these terms. This doesn't cover information that is already public, that the other already had, or that the law requires to be disclosed.

17Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited.

Subject to that:

• neither of us is liable for loss of profit, revenue, business or goodwill, or for any indirect or consequential loss, however it arises;
• our total liability to you in any 12 month period, for everything arising from these terms, is limited to the fees you paid us in the 12 months before the event that caused the claim;
• we aren't responsible for clinical decisions, the accuracy of information you enter, or the services of Stripe under your agreement with them.

18Suspension and termination

You can stop using Drawn at any time by cancelling your plan, or close your clinic straight away in Settings > Your account.

We may suspend or end your account, with notice where we reasonably can, if:

• you seriously or repeatedly break these terms and don't put it right within 14 days of us asking;
• payment is overdue, as described in section 7;
• we must do so to comply with the law, or to protect Drawn, other customers or patients from harm.

We may stop offering Drawn altogether. If we do, we'll give you at least 90 days' notice and refund any period you've paid for beyond it.

19What happens to your data when you leave

• When your subscription or trial ends: your dashboard becomes read only, so you can still view and export your records. We delete all of your clinic's records 30 days after it ended. We email you at least 7 days before, and choosing a plan before then stops the deletion.
• When you close your clinic in Settings: its records are deleted straight away. This can't be undone.
• When we delete records after a subscription or trial ends, we confirm it by email.
• While your account is active, records are also deleted on the retention periods you set, and cancelled bookings after 30 days.

The data processing agreement explains what we delete and what the law requires us to keep.

20Changes to these terms

We may update these terms. For a change that matters to you, we'll email your clinic's admins at least 30 days before it takes effect. If you don't agree, you can cancel before then. Continuing to use Drawn after a change takes effect means you accept it. The version and date at the top of this page show which terms apply.

21General

• These terms, with the data processing agreement, are the whole agreement between us about Drawn.
• You may not transfer your rights under these terms without our agreement. We may transfer ours to a company that takes over Drawn.
• If part of these terms can't be enforced, the rest still applies.
• If one of us doesn't enforce a right straight away, it can still do so later.
• Neither of us is responsible for delays caused by events outside our reasonable control.
• No one else has any rights under these terms.
• We send notices by email to your clinic's admins. Send yours to director@hizmedia.com.

22Law and disputes

These terms are governed by the law of England and Wales. If we have a dispute, we'll first try to settle it by talking. If we can't, the courts of England and Wales will decide it.