Unu Health Legal

Terms of service

The terms on which you may use Care Ops, whether you work for an organisation that uses it, are an employer, or are a member applying for or managing your cover.

Version 2, in effect from 21 October 2026 at 20:54

1. These terms

These terms are an agreement between you and West Technology Group (Pty) Ltd (registration 2023/0672402/07) (we, us), which operates the Care Ops platform, its websites, portals and messaging services (the Platform). By signing in to, or using, the Platform you accept them. If you do not accept them, do not use the Platform.

If an organisation has a written agreement with us for the Platform, that agreement prevails over these terms where they conflict. The "In short" notes are for convenience only and do not form part of these terms.

2. Definitions

  • Tenant: an organisation that subscribes to the Platform, such as an insurance scheme, underwriter, administrator or broker, and on whose behalf personal information is processed.
  • Staff user: a person a Tenant invites to sign in to manage its schemes, policies and members.
  • Employer: an organisation whose employees are covered under a group scheme, and its HR or payroll contacts.
  • Member: a person who applies for, enrols in or holds cover administered on the Platform, and the people on their policy.
  • Tenant data: all information, including personal information, that is entered into or created on the Platform for a Tenant.

3. What Care Ops is, and is not

The Platform lets Tenants and the people they serve:

  • administer schemes, products, policies, members, groups, brokers and commission;
  • let members apply for cover, enrol through an employer, sign documents, answer health questions and manage their policy in the member portal;
  • let employers manage their employees' cover, payroll files and bills in the employer portal;
  • collect premiums, and send messages by email, SMS and WhatsApp; and
  • use AI features, as section 7 describes.

We provide technology only. We are not an insurer, a medical scheme, a financial services provider or an intermediary, and nothing on the Platform is financial, medical, legal or actuarial advice. The terms of your cover, its price, and whether a claim is paid are decided by the insurer and the scheme under your policy, not by us.

4. Accounts and security

  1. Staff and employer accounts are created by invitation only. Members sign in with a one-time code sent to their mobile number.
  2. You must keep your password, passkeys, codes and devices secure, must not share an account, and are responsible for what is done with it.
  3. Staff users should use a passkey or an authenticator app as a second step, and must do so where their Tenant requires it. Some actions, such as revealing personal information or exporting it, ask you to confirm who you are again.
  4. Tell your Tenant and us at matthew@w-tg.co.za immediately if you suspect your account, a code or a device has been used by someone else.
  5. To protect staff accounts, the Platform recognises the devices you sign in from by a device fingerprint and ties each session to the device it was started on. This is used for security only, as our privacy policy explains. Do not try to hide or alter your device's characteristics to get round it.
  6. Tenants must remove access promptly when a staff user or employer contact leaves. We may deactivate accounts that have not been used for 12 months.

5. Acceptable use

You may use the Platform only lawfully and for its intended purpose. You must not:

  • access, or try to access, information your role or relationship does not entitle you to, or get around masking, permissions or confirmation steps;
  • enter information about another person without the authority or consent the law requires, or enter false or misleading information;
  • copy, export or download personal information except as your work requires, or scrape the Platform;
  • upload malicious files, probe or test the Platform's security, or overload it, without our written permission;
  • use the Platform to send unsolicited marketing, or messages that breach the Protection of Personal Information Act, the Electronic Communications and Transactions Act, the Consumer Protection Act or the Financial Advisory and Intermediary Services Act; or
  • copy, reverse engineer or resell the Platform.

6. Personal information and Tenant data

  1. Our privacy policy and PAIA and POPIA manual describe how personal information is processed and form part of these terms.
  2. Each Tenant is the responsible party for its Tenant data, and we are its operator. We process Tenant data only on the Tenant's documented instructions, keep it confidential, apply the security measures in section 19 of POPIA, and notify the Tenant immediately if we believe it has been compromised (section 21).
  3. We are a responsible party for staff account information, Platform security records and the transfers that our AI features make, as the privacy policy describes.
  4. Tenant data is stored in South Africa. We use the service providers listed in the PAIA and POPIA manual, each bound to protections substantially similar to ours, and will tell Tenants before we add a provider that receives Tenant data.
  5. Tenant data remains the Tenant's property. We use it only to provide, secure and support the Platform, and may use anonymised, aggregated statistics about how the Platform is used to improve it.
  6. A Tenant warrants that it has a lawful basis for the personal information it puts on the Platform and for the instructions it gives us, including for messages sent to its members.

7. AI features

  1. The Platform's AI features use models provided by Anthropic PBC in the United States. They run for a Tenant only after the Tenant has accepted our AI operator agreement, and can be switched off by withdrawing that acceptance.
  2. AI output can be wrong or incomplete. It is assistance, not advice, and must be checked by a suitably qualified person before it is relied on for underwriting, claims, payments or any decision about a person. No decision about a member's cover may be based solely on AI output.
  3. The health questions are asked by an AI assistant. It is told only the first name, age, sex and relationship of each person on the policy, and the answers given. By continuing past the first screen of a sign-up, a member agrees to this for themselves and for each person they add, as parent or guardian or with that person's agreement. A member may withdraw at any time; without consent, the health questions are answered another way. Section 5 of our privacy policy sets out what is sent, why and how to withdraw. Draft, pending legal review.
  4. The assistant can propose changes, but changes are made only when a staff user confirms them, and it can read only what that user is allowed to see.

8. Members, applications and signatures

  1. When you apply or enrol, you must answer truthfully and completely, including the health questions. Incorrect or missing information may affect your cover under the insurer's terms.
  2. By signing on the Platform you agree that your electronic signature, and your acceptance by continuing or tapping to agree, has the same effect as a handwritten signature, as the Electronic Communications and Transactions Act allows. A record of what you signed, when and on what device is kept.
  3. Changes you request in the member portal may need approval by your employer or the scheme before they take effect.
  4. Nothing in these terms limits any right you have as a consumer under the Consumer Protection Act or other law that cannot be limited.

9. Payments

  1. Premiums are collected for the scheme, by card through Paystack, by debit order or through payroll, as your policy provides. Paystack's own terms apply to card payments.
  2. Staff never ask for card details; the Platform sends you a secure link to enter them. We do not store full card numbers.
  3. Questions about premiums or refunds go to the scheme or your broker.

10. Services from other providers

Messaging, maps, wallet cards, sign-in with Google or Microsoft, payments and AI rely on other providers. We choose them carefully and bind them to protect personal information, but we are not responsible for their services, and their terms apply to your use of them.

11. Availability and changes to the Platform

  1. We use reasonable endeavours to keep the Platform available 99.5% of each calendar month, excluding planned maintenance and events outside our reasonable control.
  2. We give at least 48 hours' notice of planned maintenance where we can.
  3. We improve the Platform continually and may change features, provided we do not materially reduce the security or functionality a Tenant has contracted for.

12. Intellectual property

  1. The Platform, its software, design, documentation and our trade marks belong to us or our licensors.
  2. You receive a limited, non-exclusive, non-transferable right to use the Platform for its intended purpose while your access lasts. No other rights are granted.
  3. Tenant data, and the branding a Tenant uploads, remain the Tenant's. Suggestions you give us about the Platform may be used freely.

13. Liability

  1. To the extent the law allows, our total liability to a Tenant and its users arising from the Platform in any 12-month period is limited to the fees the Tenant paid us in the 12 months before the event giving rise to the claim.
  2. To the extent the law allows, we are not liable for indirect or consequential loss, loss of profit or business interruption, or for the accuracy of information entered by users or produced by AI and relied on without review.
  3. Nothing limits liability for fraud, gross negligence, wilful misconduct, or any liability that cannot lawfully be limited, including under the Consumer Protection Act.
  4. A Tenant indemnifies us against claims arising from personal information it put on the Platform without a lawful basis, or from its instructions to us.

14. Suspension and termination

  1. We may suspend or end your access immediately if you breach these terms, put the Platform or other people's information at risk, or if the law requires it.
  2. When a Tenant's subscription ends, we give it an export of its Tenant data within 30 days. We then delete the Tenant data from the live Platform within 90 days, and backups age out within 35 days after that, unless the law requires us to keep it longer.
  3. Sections 6, 12, 13 and 16 survive the end of these terms.

15. Changes to these terms

We may change these terms. We tell Tenant administrators about material changes by email at least 30 days before they take effect, unless the law or security requires a shorter time. Continuing to use the Platform after a change takes effect means you accept it. The current terms are always on this page, and earlier versions can be read from its version history.

16. General

  1. These terms are governed by the law of the Republic of South Africa, and the courts of the Western Cape Division of the High Court, Cape Town, have jurisdiction, subject to any right a consumer has to approach another forum.
  2. If a provision is found to be invalid, the rest remain in force. A failure or delay in enforcing a right does not waive it.
  3. We choose 4 Montrose St, Newlands, Cape Town, 7700, South Africa as our address for legal notices, and matthew@w-tg.co.za for all other notices.