Terms of Service

1. Accepting these terms

The person who registers a business, or accepts these terms in the Service, confirms that they are at least 18 years old and are authorized to bind that business. The terms apply from acceptance and continue while the Customer has access to the Service. The Data Processing Addendum and Acceptable Use Policy form part of these terms.

The Service is provided for business use. It is not offered to consumers for personal, family or household purposes.

2. Definitions

• Authorized Users are the Customer’s owners, employees and contractors given access by the Customer.
• Customer Data is information entered into or uploaded to the Service by or for the Customer, including sales, inventory, customer, employee, patient, prescriber and prescription records.
• Plan is the subscription tier selected by the Customer: Essential, Plus or Plus Pharma.

3. Accounts and security

The Customer must keep account details accurate, keep credentials confidential, and ensure each Authorized User has an individual account or POS PIN. The Customer is responsible for the actions of its Authorized Users and for assigning roles and permissions appropriate to their duties. We recommend two-step verification for all accounts; it is required for pharmacist authorizations and certain privacy actions. The Customer must notify us promptly at support@retaivatt.com if it suspects unauthorized access.

4. The Service

We will provide the Service in accordance with these terms and our published documentation. We may improve or change the Service. We will not materially reduce the core functionality of a paid Plan during a paid period without reasonable notice.

Some features are released in stages. Features identified as controlled release, beta or preview may be limited to approved customers, may change, and are provided without any availability commitment. Plus Pharma is currently a controlled release available to pharmacies approved by Retaiva.

We aim to keep the Service available but do not guarantee uninterrupted or error-free operation. Maintenance, provider outages and events outside our reasonable control may affect availability. The Android POS application requires periodic connectivity to synchronize records.

5. Pharmacy features

Plus Pharma supports pharmacy administration and dispensing workflow: recording patients, prescribers and prescriptions, pharmacist review and approval, preparation, payment, final handover and record keeping.

• Retaiva does not prescribe, diagnose, or make clinical decisions. The Service does not assess whether a prescription is clinically appropriate, whether a dose is correct, or whether medication should be dispensed or substituted.
• Checks performed by the Service are limited to record completeness, workflow status, inventory and data integrity. They are not clinical advice and do not replace professional judgment.
• Pharmacists and the pharmacy operator remain solely responsible for professional and legal dispensing decisions, including approval, counselling and final handover.
• The Customer is responsible for ensuring that its pharmacy, pharmacists and other personnel hold and maintain the licences, registrations and authorizations required by law, and that professional registrations recorded in the Service are accurate. Retaiva does not verify registrations with any regulator.
• Controlled and dangerous drug dispensing is not supported. The Customer must not use the Service as its statutory register for controlled drugs unless Retaiva confirms in writing that this function is available for its jurisdiction.
• The Customer is responsible for meeting its record-keeping and retention obligations, including configuring retention periods in the Service where relevant.

6. Customer responsibilities

The Customer will:

• use the Service only for lawful business purposes and in line with these terms;
• ensure it has a lawful basis, and has given any required notices, to enter personal data about its customers, patients, employees and others into the Service;
• review the accuracy of prices, taxes, stock and records produced in the Service;
• provide its own compatible devices, printers, scanners and internet connectivity; and
• comply with laws applicable to its business, including tax and pharmacy law.

7. Subscriptions, trials and billing

Plans are billed monthly in advance in US dollars at the price shown before purchase. Payments are processed by Freemius, Inc., which acts as merchant of record, collects payment, issues receipts and applies any sales tax shown at checkout.

A new business may use the Service for a 14-day trial without providing payment details. When the trial ends without a subscription, the business becomes read-only: records remain available to view and export, but new transactions cannot be recorded.

Subscriptions renew automatically each month until cancelled. We will give at least 30 days’ notice of a price change, which applies from the next renewal after the notice period. Plan upgrades take effect when confirmed by the payment provider. If a renewal payment fails, access may become read-only until payment is completed.

8. Cancellation and refunds

The Customer may cancel at any time from Settings → Billing & subscription. The Plan remains active until the end of the period already paid for and does not renew. Refunds are handled under the Refund and Cancellation Policy.

9. Customer Data

The Customer owns its Customer Data. The Customer grants Retaiva a limited licence to host, copy, transmit and process Customer Data only as needed to provide, secure, support and maintain the Service, to comply with law, and as otherwise instructed by the Customer. We process personal data within Customer Data as a processor under the Data Processing Addendum.

We do not sell Customer Data, use it for advertising, or use it to train artificial intelligence models. We may use service usage information, such as record counts, storage size and error events, to operate, bill, secure and improve the Service.

10. Security and confidentiality

We maintain administrative, technical and physical safeguards appropriate to the nature of the Service, described on our Security page. No system is completely secure, and we do not guarantee that unauthorized access will never occur. Each party will protect the other’s confidential information with reasonable care and use it only for the purposes of these terms.

11. Third-party services

The Service relies on third-party providers listed on the Subprocessors page. Payment terms presented by Freemius at checkout also apply to purchases. Third-party products used with the Service, such as card terminals and printers, are governed by their own terms.

12. Intellectual property

Retaiva and its licensors own the Service, including its software, design and documentation. Subject to these terms and payment of applicable fees, the Customer receives a non-exclusive, non-transferable right for its Authorized Users to use the Service for the Customer’s internal business during the subscription. Feedback may be used by Retaiva without obligation.

13. Suspension

We may suspend access, in whole or in part, if reasonably necessary to prevent a security threat or harm to the Service or others, if required by law, if the Customer materially breaches these terms or the Acceptable Use Policy, or for non-payment. Where practical we will give notice and limit the suspension to what is necessary.

14. Term, termination and data export

Either party may terminate for convenience by cancelling the subscription or closing the business account. Either party may terminate on written notice if the other materially breaches these terms and does not remedy the breach within 30 days.

The business owner can export business records at any time from Settings. After termination, Customer Data remains available for export for 30 days, after which it may be deleted in line with the Data Processing Addendum, except where retention is required by law or a legal hold applies.

15. Disclaimers

Except as expressly stated in these terms, the Service is provided “as is” and “as available”. To the extent permitted by law, Retaiva disclaims implied warranties of merchantability, fitness for a particular purpose and non-infringement. Nothing in these terms excludes rights that cannot be excluded by law.

16. Limitation of liability

To the extent permitted by law, neither party is liable for indirect, incidental, special or consequential losses, or for loss of profits, revenue or goodwill. Each party’s total liability arising from these terms is limited to the fees paid or payable by the Customer for the Service in the 12 months before the event giving rise to the claim. These limits do not apply to the Customer’s payment obligations, to a party’s fraud, or to liability that cannot be limited by law.

17. Indemnity

The Customer will defend and indemnify Retaiva against third-party claims arising from Customer Data, from the Customer’s breach of law or of these terms, or from professional, clinical or dispensing decisions made by the Customer or its personnel. Retaiva will defend and indemnify the Customer against third-party claims that the Service, as provided by Retaiva, infringes that party’s intellectual property rights.

18. Changes to these terms

We may update these terms. We will give notice of material changes in the Service or by email before they take effect. Business owners are asked to accept material changes in the Service before continuing to manage the business. Earlier versions remain on record.

19. Governing law and disputes

These terms are governed by the laws of the Republic of Trinidad and Tobago. The parties will first try in good faith to resolve any dispute through discussion between senior representatives. The courts of Trinidad and Tobago have jurisdiction over disputes that are not resolved.

20. General

These terms, with the documents they reference, are the entire agreement about the Service. The parties agree that these terms may be formed and accepted electronically and that electronic records of acceptance are valid. Neither party may assign these terms without the other’s consent, except to a successor of its business. If a provision is unenforceable, the rest remains in effect. Neither party is liable for delay caused by events beyond its reasonable control. Notices to the Customer may be sent to the business owner’s email; notices to Retaiva should be sent to support@retaivatt.com.