The agreement between us.
These Terms of Service (the "Terms") form a binding agreement between LabSync Solutions ("LabSync", "we", "us") and the laboratory, clinic, hospital, or other organization ("Customer", "you") that subscribes to the LabSync Laboratory Information System (the "Service"). By signing up, clicking "I agree", or using the Service, you accept these Terms on behalf of your organization. If you do not have authority to bind your organization, or you do not agree, do not use the Service.
1.Acceptance of terms
These Terms take effect the moment you create an account and continue in force until terminated as described below. They incorporate our Privacy Policy, the Data Processing Agreement (which applies automatically when you enter patient data), and the Security Overview. Where a provision conflicts, the DPA controls for data processing matters, these Terms control for everything else.
2.Definitions
- Tenant — the isolated workspace provisioned for your organization within the Service.
- User — any individual you authorize to access the Service under your Tenant (admin, lab tech, doctor, receptionist, etc.).
- Customer Data — the information you or your Users upload, enter, or generate within the Service, including patient records, test results, documents, and configuration.
- Plan — the subscription tier (Free, Pro, Enterprise) that defines usage limits and price.
- Billing Period — a calendar month or year depending on the plan cadence you selected.
- Business Day — Monday through Friday, excluding Philippine public holidays.
3.Accounts and eligibility
To sign up you must represent a duly registered diagnostic laboratory or healthcare organization operating lawfully in the Philippines. You must be at least 18 years old and authorized to bind your organization. You are responsible for keeping credentials secure, for every action taken under your Users' accounts, and for promptly revoking access when a team member leaves.
You must provide accurate registration information and keep it current. We may verify your identity (for example, by requesting a copy of your DOH permit) before activating paid plans.
4.Subscription and trial
4.1 Free trial
New Tenants receive a 14-day free trial of the Pro plan. No payment is required to begin. When the trial ends you can downgrade to Free, submit payment for Pro, or upgrade to Enterprise. Your data is preserved for 90 days after trial expiry regardless of whether you convert.
4.2 Plan limits
Each plan enforces caps on concurrent users, monthly patient registrations, and monthly test orders. Current limits are published at labsyncsolutions.com/pricing. We give a 7-day grace period and in-app warnings before enforcement if you exceed a cap.
4.3 Changes to plan
You can upgrade any time — the new price is prorated to the day. Downgrades take effect at the end of the current Billing Period. Downgrading may disable features; you remain responsible for exporting anything you wish to retain before the change.
5.Payment (GCash)
Paid plans are billed in advance in Philippine Pesos. Payments are made via GCash to the business number published in your subscription dashboard. After you pay, submit the GCash reference number, sender name, and optionally a screenshot. We verify within one Business Day. Upon verification your subscription activates and your dashboard shows the new expiry.
If a payment is rejected (wrong reference, insufficient amount, duplicate), we notify you in-app with the reason and you may resubmit. Invoices are issued after verification and available in your dashboard for download.
5.1 Taxes
Published prices are VAT-exclusive. VAT and other applicable taxes are added to invoices where required by the Bureau of Internal Revenue.
5.2 Refunds
Monthly plans are non-refundable. Annual plans are refundable on a prorated basis within the first 30 days of the term. After that annual plans are not refundable except where required by law.
6.Acceptable use
You agree not to:
- Use the Service for anything other than operating a diagnostic laboratory workflow.
- Upload data you do not have the lawful right to process.
- Attempt to reverse engineer, decompile, or extract source code; probe for vulnerabilities outside our published responsible disclosure program; or impair Service availability for other Customers.
- Resell, sublicense, or white-label the Service without a written agreement with us.
- Use the Service to violate applicable law, including RA 10173, RA 11332 (notifiable diseases), or DOH laboratory regulations.
- Transmit malware, spam, or content harmful to minors.
We may suspend access without notice if we reasonably believe you are materially violating this section.
7.Your data
You own your Customer Data. We claim no ownership, no license to exploit it, and no right to use it for marketing, benchmarking, or AI training. We process it only to provide the Service and as further described in the DPA.
You can export a full machine-readable copy of your Tenant data at any time. On termination we give you 90 days to export, then delete as described in the Privacy Policy.
8.Our intellectual property
We retain all rights, title, and interest in the Service, the LabSync name, logo, and all underlying software, templates, workflows, and documentation. Nothing in these Terms grants you a license except the non-exclusive, non-transferable right to access and use the Service during your subscription.
Feedback you share with us (suggestions, bug reports, feature ideas) may be used by us without obligation, although we welcome it and act on it often.
9.Availability and support
9.1 Uptime target
We target 99.5% monthly uptime, excluding scheduled maintenance (announced at least 48 hours in advance) and force-majeure events. Current and historical status is published at status.labsyncsolutions.com.
9.2 Service credits
If monthly uptime falls below 99.5%, Pro customers receive a 10% credit on the next invoice; below 99.0%, 25%; below 98.0%, 50%. Enterprise agreements may specify stricter SLAs.
9.3 Support channels
Email support at support@labsyncsolutions.com, first response within one Business Day for Pro, four hours for Enterprise. Free plan is best-effort community support.
10.Warranties and disclaimers
We warrant that the Service will perform materially in accordance with its documentation. Beyond that, and to the maximum extent permitted by law, the Service is provided "as is" and we disclaim all other warranties — merchantability, fitness for a particular purpose, non-infringement — including any implied by course of dealing or usage of trade.
The Service is a record-keeping and workflow tool. It does not replace the clinical judgment of licensed medical technologists, pathologists, or physicians. Reported values, flags, and interpretations must be reviewed and approved by qualified personnel before release to patients.
11.Limitation of liability
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, or lost data (except to the extent we are obliged to maintain such data under these Terms).
Our aggregate liability for any claim arising out of or relating to these Terms or the Service is limited to the amounts you paid us in the 12 months preceding the event giving rise to the claim. These limitations do not apply to liability for gross negligence, willful misconduct, or breaches of confidentiality.
12.Indemnification
You will defend and hold us harmless from any third-party claim arising from: (i) Customer Data you uploaded without rights; (ii) your violation of applicable law or these Terms; or (iii) any claim by a patient that your lab failed to obtain proper consent for entering their record. We will defend and hold you harmless from any third-party claim that the Service, used as permitted, infringes that party's Philippine intellectual property rights, up to the liability cap above.
13.Suspension and termination
13.1 Your right to terminate
You may cancel at any time from your subscription dashboard. Cancellation takes effect at the end of the current Billing Period; you are not charged further. Your data remains available for export for 90 days after cancellation.
13.2 Our right to suspend or terminate
We may suspend or terminate with notice for unpaid invoices (after grace period), material breach of these Terms, legal compulsion, or extended inactivity on a Free Tenant. We may suspend without notice if we reasonably believe continued access poses a risk to other Customers, patient safety, or platform integrity.
13.3 Effect of termination
On termination: access is revoked, exports remain available for 90 days, thereafter data is irreversibly deleted (including from backups within one further quarter). Provisions that by their nature should survive — ownership, warranties, liability, indemnity, governing law — survive termination.
14.Changes to the Service or terms
We improve the Service continually. We may add, change, or remove features with notice appropriate to impact. Material removals affecting your workflow get at least 30 days advance notice. We may revise these Terms; material changes are announced in-app and via email 30 days before effect. Continued use after the effective date means you accept the updated Terms.
15.Governing law and disputes
These Terms are governed by the laws of the Republic of the Philippines, without regard to conflict-of-laws rules. The parties agree to attempt good-faith resolution for 30 days before litigation. If unresolved, the exclusive venue is the proper courts of Quezon City, Metro Manila.
Nothing here prevents either party from seeking urgent injunctive relief in any court of competent jurisdiction.
16.Miscellaneous
- Entire agreement. These Terms plus the Privacy Policy, DPA, and any Order Form comprise the entire agreement and supersede prior agreements.
- No waiver. Failure to enforce a provision is not a waiver.
- Severability. If any provision is held unenforceable, the rest remain in effect.
- Assignment. You may not assign without our written consent. We may assign in connection with a merger, acquisition, or sale of substantially all our assets.
- Force majeure. Neither party is liable for delay or failure due to causes beyond reasonable control, including natural disasters, power or internet failures, government action, or pandemics.
- Notices. Operational notices are delivered in-app and to the admin email on file; legal notices must additionally be sent to legal@labsyncsolutions.com.