KnowNow

Terms & Conditions

Last updated: 4 October 2026 · Version 1.1

1. Who these terms are between

These Terms & Conditions ("Terms") are an agreement between Medical Software Australia (ABN 75 659 077 317), of 45 Bulcock Street, Caloundra QLD 4551 ("we", "us", "KnowNow") and the practice, clinic or organisation that signs up to KnowNow ("Customer", "you"). By ticking the box when you sign up, or by using the service, the person signing up confirms that they have authority to bind the Customer and that the Customer accepts these Terms and our Privacy Policy.

2. Definitions

  • Service means the KnowNow web platform, including its compliance documents, templates, registers, calendar, notifications and related features.
  • User means anyone the Customer allows to access the Service.
  • Customer Content means all documents, files, records and information that the Customer or its Users upload to or create in the Service.
  • Clinic means a practice site on the Service for which a subscription is held.

3. The Service

We provide the Service to help general practices manage compliance documents, policies, registers, training and tasks. We may improve, change or add features from time to time. We will not remove a core feature in a way that materially harms the Customer without reasonable notice.

4. Subscriptions, trial and payment

  1. Plans. The standard plan is charged per Clinic: A$49 per month or A$499 per year. Prices are in Australian dollars and include GST. A customer with several Clinics pays the per-Clinic price for each Clinic.
  2. Free trial. New customers receive a 30-day free trial (one trial per organisation). You must provide a payment method to start the trial.
  3. Automatic renewal. Unless cancelled before the trial ends, your card will be charged automatically when the trial ends, and then at the start of each monthly or annual billing period until you cancel. By subscribing you authorise these automatic charges.
  4. Payments. Payments are processed by Stripe. We do not store your card details.
  5. Cancellation. An owner or billing manager can cancel at any time from Settings → Billing → Manage Payment Method (which opens the Stripe customer portal), or by contacting us. Cancellation takes effect at the end of the current billing period, and you keep access until then. To avoid being charged for the next period, cancel before it begins. We do not give pro-rata refunds for unused time, except where required by law.
  6. Price changes. We may change prices by giving at least 30 days' notice. The new price applies from the next billing period after the notice period. If you do not agree, you can cancel before the new price applies.
  7. Failed payments. If a payment fails, we may retry it and notify you. If it is not resolved, we may suspend access to the Service until payment is made.

5. Accounts, Users and security

  • The Customer is responsible for its Users, for the accuracy of account information, and for everything done using its accounts.
  • Each User must keep their login details confidential and should not share accounts. We recommend all Users turn on two-factor authentication.
  • The Customer must promptly remove access for Users who leave the practice, and tell us straight away if it suspects unauthorised access.

6. Availability and support

We will use reasonable efforts to keep the Service available and to provide support by email. We do not guarantee that the Service will be uninterrupted or error-free and we do not offer a specific uptime commitment. We may carry out maintenance, and will try to schedule it at times that cause the least disruption.

7. Customer Content and data ownership

The Customer owns its Customer Content. The Customer gives us a non-exclusive licence to host, store, copy, process and display Customer Content only as needed to provide the Service, keep it secure, and comply with law. We do not claim ownership of Customer Content and do not sell it.

8. Privacy and patient information

Our handling of personal information is described in our Privacy Policy. KnowNow is a compliance tool, not a clinical record system. The Customer must not upload patient clinical records. If Customer Content includes personal or health information about patients, staff or others, the Customer is responsible for having a lawful basis to collect, hold and upload it, for meeting its own obligations under the Privacy Act 1988 (Cth) and applicable state and territory health records laws, and for keeping that information to the minimum necessary.

9. Acceptable use

The Customer and its Users must not:

  • use the Service unlawfully, or to upload content that is unlawful, defamatory or infringes another person's rights;
  • attempt to gain unauthorised access to the Service or to other customers' data, or interfere with or overload it;
  • upload malware or content intended to harm systems;
  • copy, resell or provide the Service to others outside the Customer's organisation, or reverse engineer it, except as allowed by law; or
  • use the Service in a way that breaches these Terms.

10. Confidentiality

Each party must keep the other's non-public information confidential, use it only for the purposes of these Terms, and not disclose it except to its personnel and advisers who need to know it, or as required by law. Customer Content is the Customer's confidential information.

11. Intellectual property

We and our licensors own the Service, including its software, design, templates, trade marks and any pre-written content we supply. The Customer receives a non-exclusive, non-transferable right to use the Service and our templates for its own internal practice operations during the subscription. These Terms do not transfer any intellectual property rights to you, other than your rights in Customer Content.

12. Third-party services

The Service relies on third-party providers, including Stripe for payments, Resend for email delivery, DigitalOcean for hosting in its Sydney (Australia) region, and Google and content delivery networks for fonts and scripts. We are not responsible for failures of those services outside our reasonable control, although we remain responsible to you for our own obligations. Your use of Stripe's customer portal is also subject to Stripe's terms.

13. Disclaimers

KnowNow provides compliance tools, templates and general information. It does not provide legal, clinical, accreditation or professional advice. The Customer is responsible for deciding what its policies and procedures should say, for checking that content suits its circumstances, and for its own compliance with accreditation standards, regulations and the law. Using the Service does not guarantee accreditation or compliance.

Subject to section 14, we provide the Service "as is" and exclude all warranties, terms and conditions that are not expressly set out in these Terms, to the extent permitted by law.

14. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any right or remedy, or any guarantee, warranty or other term or condition, implied or imposed by the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded or limited ("Non-excludable Rights"). Where we are permitted to limit our liability for breach of a Non-excludable Right, our liability is limited, at our option, to supplying the Service again or paying the cost of having it supplied again.

15. Limitation of liability and indemnity

  1. To the extent permitted by law, and subject to section 14, we are not liable for any indirect or consequential loss, or for loss of profit, revenue, goodwill or anticipated savings, arising out of or in connection with the Service or these Terms.
  2. To the extent permitted by law, and subject to section 14, our total liability to the Customer arising out of or in connection with the Service or these Terms in any 12-month period is limited to the fees the Customer paid us in the 12 months before the event giving rise to the claim.
  3. The Customer indemnifies us against loss, damage and reasonable costs we suffer from a third-party claim arising from Customer Content, or from the Customer's or its Users' breach of section 8 or 9, except to the extent we caused or contributed to the loss.
  4. We indemnify the Customer against loss, damage and reasonable costs it suffers from a third-party claim that the Service itself, used as permitted by these Terms, infringes that third party's intellectual property rights, except to the extent the claim arises from Customer Content or the Customer's breach of these Terms.

16. Suspension and termination

  • The Customer may cancel at any time as set out in section 4.
  • We may suspend access immediately if payment fails and is not resolved, if the Customer or its Users seriously or repeatedly breach these Terms, or if needed to protect the Service or other customers' data. Where practical we will give notice first.
  • We may terminate for a material breach that is not remedied within 14 days of notice, or immediately if the breach cannot be remedied.
  • Effect of termination. When a subscription ends, access to the Service ends. The Customer can ask us to provide an export of its Customer Content, and should do so promptly, as we will delete Customer Content after a reasonable period following termination, unless the law requires us to keep it. Fees paid are not refunded except as set out in section 4 or required by law.

17. Changes to these Terms

We may update these Terms from time to time. We will give at least 30 days' notice of material changes by email or a notice in the Service. If you do not agree to a change, you can cancel before it takes effect; continuing to use the Service after that date means you accept the updated Terms.

18. Disputes

If a dispute arises, each party must first notify the other in writing and try in good faith to resolve it within 30 days before starting court proceedings, except where urgent relief is needed.

19. Governing law

These Terms are governed by the laws of Queensland, Australia. Each party submits to the non-exclusive jurisdiction of the courts of Queensland and the Commonwealth of Australia.

20. Data processing, breach notification and force majeure

We process Customer Content only to provide the Service, using the sub-processors listed in our Privacy Policy. If we become aware of an eligible data breach affecting the Customer's data, we will notify the Customer without undue delay so it can meet its own obligations. Neither party is liable for a failure or delay caused by events beyond its reasonable control, including natural disasters, power or network failures, and failures of third-party infrastructure providers, but this does not excuse payment obligations.

21. General

These Terms, together with the Privacy Policy and the plan you subscribed to, are the entire agreement about the Service. If any provision is unenforceable, the rest continues to apply. A failure to enforce a right is not a waiver. The Customer may not assign its rights without our written consent.

22. Contact

Medical Software Australia (ABN 75 659 077 317)
45 Bulcock Street, Caloundra QLD 4551, Australia
Email: support@@knownow.com.au · Privacy: privacy@@knownow.com.au