CoreDoc Terms and Conditions

CoreDoc is developed and provided by Core Suite S.A.S. ("Core Suite"), RFC (Mexican tax ID) CSU260324P42, with its address at Calle 72C número 499, Cerrada Lluvia de Oro, entre Calle 13J, Colonia Gran Santa Fe, Mérida, Yucatán, C.P. 97314, Mexico.

For inquiries, clarifications and complaints:

• Support: soporte@coresuite.mx
• Personal data and ARCO rights: privacidad@coresuite.mx
• Phone: +52 999 102 0534

Business hours are Monday to Friday, from 9:00 to 18:00, Central Mexico time.

• These terms and conditions (the "Terms") govern the use of CoreDoc and the purchase of its Plans, Packages and related services. They constitute a standard-form (adhesion) contract: Core Suite drafts them and they are the same for all users.
• You accept the Terms when you create your CoreSuite account by ticking the "I accept" box. The box is never pre-ticked and, without ticking it, the account is not created. Acceptance by this means constitutes your express consent by electronic means and has the same validity as a signature.
• On the first payment for each Practice, you tick another box to accept automatic renewal and the absence of refunds (sections 8 and 11).
• The CoreDoc data processing addendum, which is accepted when a Practice is created or received, and, once available and if you invoice your patients, the CSD custody consent (section 15) form part of these Terms. The Core Suite privacy notice and the CoreDoc privacy notice describe the processing of your personal data.
• Core Suite keeps a record of each acceptance: the version, the date and time, the IP address and the language in which it was displayed. Each version has its own address that does not change (for example, /legal/terminos-coredoc/v1), so the accepted version can be consulted at any time. Core Suite keeps the versions and the acceptance records for at least 10 years.
• To contract, a person must be of legal age and have legal capacity. Anyone contracting on behalf of a clinic or a company represents that they have authority to bind it; in that case, the legal entity is the party to this agreement.
• The Spanish version is the binding one. The English version is a courtesy translation.

• Account: a person's identity in CoreSuite. It is personal: one per person and per email address.
• CoreAccount and My account: the site account.coresuite.mx, where users sign in, contract, pay and manage their Account.
• Practice: the CoreDoc workspace that contracts a Plan. It has an owner, a Subscription, tax details, staff and locations. Each Practice is charged and invoiced separately.
• Practice owner: the Account responsible for a Practice. It is the only one that contracts, pays, views payments and invoices, changes the Plan, cancels, transfers and closes the Practice. Each Practice has one.
• Practice staff: the people the Practice owner invites to work in it, such as healthcare professionals or front desk staff. Each one uses their own Account.
• Plan: Free Plan, Individual Plan, Consultorio Plan, Clínica Plan or Enterprise Plan, each with its price, features and limits. The last four are paid Plans.
• Billing cycle and period: the billing cycle is monthly or annual. The period is the time covered by each payment.
• Subscription: the contract of a Practice for a Plan and a billing cycle.
• Status: the state of the Subscription: on Trial, active, cancelled (ends at the end of the paid period), read-only or Free Plan. "Payment pending" is a notice within the active status.
• Trial: a 14-day period of a paid Plan, at no cost and without a card.
• Extra Physician seat: an additional place for a healthcare professional who sees patients. It only exists in the Consultorio Plan.
• Monthly allowance: the WhatsApp messages, SMS and invoice stamps the Plan grants each Practice every month. The month is counted from the day of purchase or sign-up. Unused amounts do not carry over.
• Package: a prepaid purchase of WhatsApp messages, SMS or invoice stamps.
• Balance: the Package units not yet used.
• Automatic top-up: the rule set up to buy a Package when the Balance reaches the chosen amount.
• Free emails: emails that CoreDoc sends at no cost when a notice to a patient was due to go out by WhatsApp or SMS and there is no Monthly allowance or Balance left. The monthly amount depends on the Plan.
• Invoice stamp (timbre): the unit to issue an invoice (CFDI) to patients from CoreDoc.
• Version: each dated edition of these Terms. Once published, it is not modified.

• CoreDoc is an application for the management of medical practices: scheduling and appointments, electronic medical records, reminders, notices and care instructions to patients by WhatsApp, SMS and email, and invoicing. Core Suite provides it over the internet; it does not install software on users' devices.
• CoreDoc is a tool. It does not provide medical services or replace professional judgment. Clinical decisions, the content of the medical record, prescriptions and communications with patients are the responsibility of whoever performs them.
• The features and limits of each Plan are those published on coresuite.mx and in CoreAccount on the date of purchase or renewal.
• Core Suite may improve CoreDoc, modify its design and add features. During a paid period it does not remove features or reduce the limits of the Plan, unless required by law or by an authority; in that case it gives notice as far in advance as possible.
• Using CoreDoc requires an internet connection, an up-to-date browser and an Account. To create a Practice, the Account's email address and mobile number must also be verified.

• Users must provide truthful information and keep it up to date, especially their email address and mobile number, to which notices about billing, security and changes to these Terms are sent.
• The Account is personal. The password and verification codes must not be shared.
• Core Suite recommends enabling two-step verification, particularly for Practice owners.
• Any unauthorized use of an Account must be reported immediately to soporte@coresuite.mx.
• The Practice owner decides who has access and with what role. Invitations and roles are managed in CoreDoc. The Practice owner is responsible for the use of CoreDoc by the people they invite.
• The Account can be closed from My account once it no longer owns any Practice. Before that, each Practice must be transferred or closed (section 20).
• For anyone who only works in another person's Practice, these Terms apply with respect to their Account and the use of CoreDoc. Matters of billing, Packages and invoices are the responsibility of the Practice owner.

• The Free Plan or a paid Plan (Individual, Consultorio or Clínica) may be contracted, on a monthly or annual billing cycle. The annual cycle is paid in advance and carries a discount. The Enterprise Plan is quoted on a custom basis and, in addition to these Terms, is governed by what the parties agree in writing.
• Prices are expressed in Mexican pesos. Before each payment, the subtotal, the 16% VAT (IVA) and the total are shown.
• Each Plan sets how many healthcare professionals, how many users in total and how many locations it includes. Additional locations are not sold. In the Consultorio Plan, up to 5 Extra Physician seats may be added.
• The only means of payment is a credit or debit card. Cash, transfers, in-store deposits and direct debit are not accepted.
• Card details are captured and stored by Stripe, Core Suite's payment provider. Core Suite never has access to the full card number. The Practice owner uses a single card for all their Practices, Packages and Automatic top-ups; when buying Packages, another card may be used for that purchase only.
• Interest-free installments: only on Package purchases of $1,099 MXN or more including VAT, with a credit card and on the terms offered by Stripe. They do not apply to Plans, prorated charges, Extra Physician seats, one-click purchases or Automatic top-ups.
• Coupons: a coupon may be applied when contracting a Plan. Before payment, its discount, its duration and the Plans and billing cycles to which it applies are shown. Coupons do not apply to Packages.

Trial

• If a paid Plan is chosen at the start, the Practice begins a Trial of that Plan for 14 calendar days, at no cost and without a card. The Trial never turns into a charge on its own.
• During the Trial a cap of 50 WhatsApp messages, 10 SMS and 5 invoice stamps applies. Extra Physician seats cannot be added and the Plan of the Trial cannot be changed. While all of the Account's Practices are on Trial, on the Free Plan or read-only, Packages cannot be purchased.
• There is only one Trial per Account and one per Practice. A mobile number already linked to another Account with a Trial or a Free Plan in that application cannot start another one.
• The Trial ends when a Plan is contracted, when the Practice owner chooses to end it in My account or when the 14 days elapse. If a Plan is contracted, the first period begins that day and any remaining Trial days are not added. Core Suite sends an email notice three days before the end.
• If no Plan is contracted, the Practice moves to the Free Plan without loss of data.

Free Plan

• It has no cost and no time limit. Its limits on patients, appointments, storage and features are those published.
• It does not send reminders to patients through any channel, does not use Balance and includes Support only for billing and Account access matters.
• Each Account may own only one Practice on the Free Plan per application. If it already has one and another of its Practices loses its paid Plan or its Trial, the latter becomes read-only (section 10) until a paid Plan is contracted.
• When moving to the Free Plan from a paid Plan or from a Trial, only the Practice owner keeps access; the rest of the staff is suspended until the Practice returns to a paid Plan. If the number of patients exceeds the Free Plan limit, patients remain visible, but no new patients may be registered and those over the limit may not be seen until the Practice is below the limit or a Plan is contracted. No information is deleted.

• Paid Plans are charged in advance at the start of each period, to the Practice owner's registered card.
• The Subscription renews automatically at the end of each period, monthly or annual, with the same Plan and billing cycle, until it is cancelled. There is no annual cycle without automatic renewal.
• Before the first payment, the amount, the frequency, the date of the next charge and the card to be charged are shown, and the Practice owner gives express consent by ticking the "I accept" box.
• Seven days before each renewal, Core Suite sends an email with the date, the amount including VAT and the card (brand and last 4 digits). If the Subscription is cancelled before that date, no charge is made and no penalty applies.
• Each payment generates an emailed receipt and its invoice (section 14).
• The card can be changed in My account. Registering a new card does not generate a charge by itself; the new card is used for the next charge. Core Suite gives notice 30 days before the card expires.

• Any additional charge is made only with the express confirmation of the Practice owner, after its amount including VAT has been shown.
• Upgrading the Plan takes effect immediately. The prorated difference for the rest of the period, calculated by Stripe, is charged at that moment. If the charge is not approved, the Plan does not change. When upgrading from the Consultorio Plan to the Clínica Plan, Extra Physician seats are removed and their unused portion is included in that calculation.
• Downgrading the Plan takes effect at the start of the next period, with no refund or prorated charge, and may be undone before then. It is never blocked for exceeding limits:
  • if the Practice exceeds the healthcare professionals, users or locations of the new Plan, Core Suite reports it when the change is scheduled;
  • at the start of the period, CoreDoc asks the Practice owner to choose which people to deactivate or to remain on the current Plan; remaining is equivalent to upgrading and the prorated difference is charged;
  • while the choice is pending, all people keep their access for up to 7 days; after that, CoreDoc deactivates the most recently added people until the Practice is within the limit.
• Monthly to annual: takes effect immediately. The annual cycle is charged with a credit for the unused days of the month and a new annual period begins. If the charge is not approved, there is no change.
• Annual to monthly: takes effect at the end of the annual period.
• Extra Physician seat (Consultorio Plan only): adding one takes effect as soon as the prorated portion of the period is charged, and adds 75 WhatsApp messages and 15 invoice stamps to the Monthly allowance. Removing one takes effect at the end of the period, with no refund; if by then there are more active healthcare professionals than those paid for, the same choice rule applies. It is not available during the Trial.
• While a Practice has a pending payment, that Practice cannot upgrade its Plan, add Extra Physician seats, switch to the annual cycle or be transferred until payment is made.

• A renewal payment is not approved when the bank declines it or requests confirmation of the charge (3D Secure).
• Upon the first decline, the Practice continues to operate normally and displays a payment pending notice. Core Suite sends an email with the "Pay now" button and the link to update the card.
• Stripe retries the charge up to 4 times within one week. There are no further attempts. If an attempt is approved, or if payment is made with "Pay now", the notice disappears and the period does not change.
• While any of the Account's Practices has a pending payment, Packages cannot be purchased and Automatic top-up is paused, because the card is the same. The Balance continues to be used normally.
• If all 4 attempts are not approved, the Subscription is cancelled and the pending invoice is voided, with no debt remaining. The Practice becomes read-only.
• In read-only:
  • all staff can view all information, but no new patients, appointments or consultations are registered;
  • only appointments already scheduled for the 30 days after the Practice became read-only are handled: they may be started and completed, confirmed, cancelled or rescheduled within that period;
  • no notice is sent to patients through any channel and no Balance is used;
  • there is no time limit and no charges, and no information is deleted.
• To leave read-only, a paid Plan may be contracted again (a new period begins, without a Trial) or the Free Plan may be chosen, if the Account has no other Practice on the Free Plan in that application. The Practice may also be closed.
• If the Subscription is cancelled while a payment is pending, it is cancelled at that moment, the pending invoice is voided and the Practice moves to the Free Plan (or to read-only if the Account already has another one on the Free Plan), because that period was not paid.
• An outage at Stripe or in Core Suite's systems is not considered a payment not approved.
• Chargebacks. For any unrecognized charge, users are asked to write first to soporte@coresuite.mx to clarify it. If the bank resolves a chargeback on a Subscription charge in favor of the cardholder, the Subscription is cancelled at that moment, with no retries, and the Practice becomes read-only.

Cancellation

• The renewal of a Practice can be cancelled at any time from My account, in no more than two clicks and with a single confirmation. Contacting Support is not required and there is no penalty.
• Cancellation turns off renewal at that moment: no further renewal charge is made. The Plan is kept until the end of the paid period, monthly or annual, and then the Practice moves to the Free Plan (or to read-only if the Account already has another one on the Free Plan).
• The cancellation can be undone before the period ends.
• Core Suite sends an email with the date on which the Plan ends and what happens to the Balance. Cancellation does not delete data.

Refunds

• There are no refunds for cancellation, for not using the service, for downgrading, for removing Extra Physician seats, for changing billing cycle, or for unused Packages or Balance, at any point in the period. This condition is shown before payment and before cancellation.
• The service is available from the moment of payment, and a Package's Balance from the moment it is credited. Before paying for a Plan, it can be used at no cost during the Trial or on the Free Plan.
• The foregoing does not limit:
  • the return of duplicate, incorrect or unauthorized charges, which Core Suite makes through the same payment method as soon as it confirms them;
  • the rights the law does not allow to be waived, such as the credit or compensation that applies if the service is not provided, or is provided deficiently, for reasons attributable to Core Suite.

Packages

• WhatsApp, SMS and invoice stamp Packages are purchased only in CoreAccount, and only by the owner of at least one Practice with an active or cancelled paid Plan. While all of the Account's Practices are on Trial, on the Free Plan or read-only, Packages cannot be purchased.
• If the Account has tax details with more than one RFC, the RFC to which the purchase is invoiced is chosen.

Balance

• The Balance belongs to the Account, per resource (WhatsApp, SMS and invoice stamps), and is shared by all of its Practices, in any CoreSuite application.
• Each Practice's Monthly allowance is used first, then the Balance. Within the Balance, Packages are used from oldest to newest.
• No message is sent without balance, and the Balance never goes negative. If there is not enough, the notice is sent by email while the Practice has Free emails left for the month; once they run out, the notice is not sent and the appointment is flagged for manual contact.
• If WhatsApp or the SMS carrier rejects a message that was already deducted, the unit is returned.
• The Balance is expressed in units, not money. It is non-refundable, cannot be exchanged for money and cannot be transferred to another Account, including when a Practice is transferred.
• Validity: the Balance is kept as long as the Account has at least one Practice with an active or cancelled paid Plan, in any application. If it no longer has one, the Balance is kept for 30 calendar days, counted from when the last of those Practices moves to the Free Plan or to read-only, or is closed. If a paid Plan is contracted within that period, the Balance is recovered; otherwise, it is lost. Core Suite sends an email with the Balance per resource seven days before.

Automatic top-up

• It can be set up in CoreAccount per resource: "buy Package X when N remain". By turning it on, the Practice owner expressly authorizes that Package to be charged, at its price including VAT, to the registered card and invoiced to the chosen RFC, every time the Balance reaches that amount.
• The Practice owner sets the cap on top-ups per calendar month (Central Mexico time), from 1 to 99 for all resources combined; if not changed, the cap is 3. A top-up that would exceed the cap is not charged and Core Suite reports it.
• Core Suite sends an email for each top-up charged and for each declined charge. Each top-up charged generates its invoice.
• Automatic top-up never uses interest-free installments. If the bank requests confirmation of the charge, it is declined, because no person is present to confirm it.
• If a top-up is declined, the rule is suspended until the card is updated. While a payment is pending, it is paused and resumes automatically once paid.
• It can be modified or turned off at any time from CoreAccount, with immediate effect.

Prices and limits

• Core Suite may modify the prices, limits and features of the Plans, and the prices of Packages.
• No change applies to a period already paid. The Subscription keeps its price and limits until its next renewal. Core Suite gives notice of the change by email at least 30 days before it applies; if the Practice owner does not agree, they may cancel beforehand, with no penalty.
• A change in Package prices only affects later purchases. The existing Balance does not change.

New Versions of these Terms

• Core Suite may publish a new Version of these Terms. Each Version has its number, its effective date and its own address, and earlier Versions remain published.
• If the new Version requires acceptance, Core Suite gives notice by email at least 30 days before it takes effect, with a summary of the changes and the link to the text. During those 30 days it may be accepted from CoreAccount or from CoreDoc.
• From the effective date, acceptance is requested by ticking the "I accept" box upon signing in. Until it is accepted, only My account may be accessed, in order to pay, cancel, request a data export, close the Account or sign out. Each person accepts with their own Account; one person's decision does not affect the access of the rest of the staff.
• Changes that are to the Practice owner's detriment in price, limits, Plan features or billing conditions do not apply to the period already paid: they apply from the next renewal.
• Minor corrections, such as wording or contact details, are published as a new Version without requiring acceptance, and notice of them is given.

• For each payment (Subscription, Plan or billing cycle changes, Extra Physician seats, Packages and top-ups), Core Suite issues a CFDI 4.0 certified by a provider authorized by the SAT (Mexican tax authority).
• If the Practice has valid tax details, the CFDI is issued to its RFC, with use G03 unless another use compatible with its tax regime is chosen. It is sent by email in PDF and XML and remains available in My account.
• Tax details are optional and are validated against the SAT registry before being saved. If they are not entered, the payment is included in the month's global invoice to the general public, which is indicated in My account.
• If tax details are entered within the same calendar month as the payment, the CFDI is issued to the corresponding RFC. After the month closes this is no longer possible.
• If the SAT or the invoicing provider rejects the tax details, Core Suite reports it so that they can be corrected. If they are not corrected before the month closes, the payment is included in the global invoice.
• From My account, the cancellation and replacement of a CFDI with incorrect details may be requested, for the reasons and within the deadlines the SAT allows. Some cancellations require the recipient's acceptance.
• The Practice owner is responsible for the tax details being correct and matching their tax status certificate (Constancia de Situación Fiscal).

• When patients are invoiced from CoreDoc, each healthcare professional issues their CFDI with their own RFC and their digital seal certificate (CSD), using their Practice's invoice stamps.
• Before uploading their CSD, each healthcare professional accepts, with their own Account, the CSD custody consent, which also forms part of these Terms. Core Suite will publish it when invoicing to patients becomes available.
• The CSD, its private key and its password are stored by Facturapi, Core Suite's invoicing provider, on servers located in the United States, and each CFDI is certified by a provider authorized by the SAT. Core Suite and CoreDoc do not store the CSD, the key or the password.
• Each healthcare professional is responsible for the CFDI issued with their CSD, for their content and for their tax obligations. They must inform Core Suite immediately if their CSD is compromised, expires or is restricted by the SAT. They may request its removal at any time.
• The line items of those invoices are generic, such as "Medical fees", and never include clinical data or diagnoses.
• Patients can request their invoice on the CoreSuite self-invoicing portal, with the link the Practice gives them.

• The Monthly allowance, the Balance and the Free emails are intended for reminders, confirmations, care instructions and notices to the Practice's patients. Invoice stamps are intended for invoicing the Practice's real transactions.
• The following constitutes abuse:
  • sending mass or promotional messages;
  • sending messages to people who are not patients of the Practice or who did not agree to receive them;
  • sending content prohibited by the policies of WhatsApp or of the phone carriers;
  • issuing CFDI for transactions that did not take place;
  • reselling or assigning messages, invoice stamps or access to CoreDoc to third parties.
• If Core Suite detects abuse, it gives written notice of what was detected and grants a period of at least 5 business days to correct it. If it continues, Core Suite may limit only the affected channel for as long as the abuse lasts.
• Core Suite may suspend a channel immediately, with subsequent notice without delay, when its use puts CoreDoc's WhatsApp number at risk for all practices, involves fraud or is ordered by an authority.

CoreDoc may not be used to:

• break the law, including health, personal data protection, consumer protection and tax laws;
• give consultations by WhatsApp or request health information from patients by WhatsApp or SMS;
• send advertising or promotions to patients by WhatsApp or SMS, or by email without their prior authorization or to anyone who asked not to receive them;
• request by WhatsApp full card numbers, bank account numbers or ID numbers;
• invoice simulated transactions;
• access accounts, practices or systems without authorization; look for vulnerabilities without Core Suite's written authorization; copy, decompile or reverse engineer CoreDoc; extract data in an automated or bulk manner; or overload the service;
• share Accounts or allow access with another person's Account;
• store unlawful content or content that infringes third-party rights.

In addition, the Practice owner and their staff undertake to:

• obtain and keep patients' consent to receive messages by WhatsApp, SMS or email, and respect their decision when they ask to stop receiving them. CoreDoc provides the tools to request and record that consent;
• comply, as data controllers, with personal data protection law and with NOM-004-SSA3-2012 regarding their patients' medical records;
• hold the degrees, professional licenses and authorizations their practice requires.

The policies of WhatsApp and of the phone carriers form part of this acceptable use.

• Core Suite may suspend access for an Account or a Practice, in whole or in part, only for the following reasons:
  • a serious breach of these Terms, of acceptable use or of fair use, when it is not corrected within the period granted;
  • use that puts at risk the security of CoreDoc, of other users or of patient data;
  • fraud, identity theft or false information in the Account;
  • an order from a competent authority.
• Except in urgent cases of security, fraud or an order from an authority, Core Suite gives prior notice by email of the reason and a period to correct it. In urgent cases, it gives notice as soon as possible.
• A suspension lasts as long as needed to address the reason. If the reason is serious or repeated, Core Suite may terminate this agreement with respect to that Account or that Practice.
• Suspension or termination does not entail the deletion of data (section 20), and the Practice owner may request an export of the Practice's data.
• Users may terminate the relationship at any time by cancelling renewal, closing their Practice or closing their Account from My account.

• The data entered in CoreDoc belongs to the Practice. Core Suite does not acquire ownership of it. The medical record belongs to whoever creates it, in accordance with NOM-004-SSA3-2012, and patients keep their rights over their information.
• With respect to patient data, the Practice is the controller and Core Suite is the processor: it processes the data only to provide CoreDoc and in accordance with the Practice's instructions, under the CoreDoc data processing addendum. Core Suite does not sell that data or use it for its own purposes.
• Core Suite processes Account, payment and invoice data as controller, under the Core Suite privacy notice and the CoreDoc privacy notice.
• CoreDoc is hosted on Microsoft Azure, in its Mexico region. Some providers process data outside Mexico, mainly in the United States: Stripe (payments), Microsoft's email service, Cloudflare (network and site protection), Meta (WhatsApp), SMS Masivos (SMS) and Facturapi (invoicing). The full list and its details are in the addendum and in the privacy notices.
• Core Suite applies administrative, technical and physical security measures, including encrypted connections, encryption of information at rest, role-based access, two-step verification and an access log. It makes automatic backups of the information.
• If a security breach occurs that significantly affects a user's data, Core Suite informs them immediately. If it affects patient data, it informs the Practice within the time frames in the addendum so that the Practice can inform its patients.
• The text of notices and reminders to patients does not contain health data. A consultation's care instructions are delivered through a protected link or, by WhatsApp, as a document; the diagnosis is only included if the person who provided care selects it.

Export

• The Practice owner may request an export of the Practice's data from My account, in any status and at no cost. Core Suite delivers it within 5 business days at most: an Excel file with one sheet per type of information and a zip file with the attachments, through a secure, temporary link sent to their email.

Transfer

• The Practice owner may transfer a Practice to another person from My account by entering their email address. The transfer takes effect when that person accepts it with their Account and accepts the data processing addendum. Until then it may be cancelled; if it is not accepted within 7 days, it expires.
• When it takes effect, the new Practice owner takes over this agreement with respect to that Practice: its Subscription, its period and its data. The previous owner's card and tax details are removed from the Practice; the person receiving it must register their own before the next charge, or section 10 applies.
• The previous owner no longer has access to payments and invoices, and keeps their access as part of the staff, unless the new Practice owner removes it.
• The Balance is not transferred: it remains in the Account of whoever bought it. A Practice that already had a Trial does not get another one.
• A Practice with a pending payment cannot be transferred.

Closure

• The Practice owner may close a Practice from My account. Before confirmation, Core Suite offers the export. Closure cancels the Subscription, with no refund.
• The closure takes effect at the end of the paid period, or immediately if the Practice is on Trial, on the Free Plan or read-only. Until it takes effect, it may be undone.
• Once it takes effect, no one can access the Practice. The data is not deleted: patient data is kept blocked and at no cost for at least 5 years from the closure, which covers the 5 years from the last medical act required by NOM-004-SSA3-2012. During that time, Core Suite only accesses it to deliver an export to the Practice owner, or to whoever proves their right, once their identity has been verified, or to comply with a legal obligation.
• If the Practice owner dies or cannot be located, Support handles the transfer or closure with documentation proving the right of the person requesting it.

Retention

• Neither cancellation, nor a payment not approved, nor the closure of the Practice or of the Account entails the deletion of clinical data.
• CFDI and payment records are kept for 5 years, in accordance with the Federal Tax Code (Código Fiscal de la Federación). Records of acceptance of these Terms are kept for 10 years (section 2).

• CoreDoc, CoreSuite, their software, design, trademarks and logos and their documentation are the property of Core Suite or of whoever licensed them to it, and are protected by intellectual property law.
• While a Plan is in effect, including the Free Plan, Core Suite grants a non-exclusive, non-transferable license to use CoreDoc only in the Practice and in accordance with these Terms. No other right over the software is acquired.
• Using CoreDoc does not entail any assignment to Core Suite of the Practice's data or of patient data. Only the permission necessary to store, process and display it in order to provide the service is granted.
• The Practice owner authorizes Core Suite to display the Practice's name, logo and contact details in notices to patients and on the self-invoicing portal.
• Comments or suggestions sent to Core Suite may be used freely to improve CoreDoc, with no obligation to pay.

• Core Suite's target is for CoreDoc and CoreAccount to be available 99.5% of the time each month. It is a target, not a guarantee. Announced maintenance, failures of essential external providers (cloud, payments, messaging and invoicing) or of the SAT, and the cases in section 24 are not counted.
• Core Suite announces scheduled maintenance at least 48 hours in advance, by email to owners of Practices with a paid Plan and on the service status page, and endeavors to carry it out outside consultation hours.
• Support is provided by email at soporte@coresuite.mx, during business hours: Monday to Friday, from 9:00 to 18:00, Central Mexico time. The target first-response times are:
  • Individual Plan: 48 business hours;
  • Consultorio Plan: 24 business hours;
  • Clínica Plan: 24 business hours, with priority handling.
• The Free Plan includes the FAQ, and Support only for billing and Account access matters.

• Core Suite is responsible for providing CoreDoc in accordance with these Terms and the law.
• Core Suite is not responsible for:
  • clinical decisions, content entered by the Practice owner or their staff, or use of CoreDoc contrary to these Terms;
  • access made with a user's password or codes when the user did not safeguard them;
  • failures of the user's internet connection, devices or browser;
  • notices not sent because the Balance or the Free emails ran out, because the recipient did not give consent or because their contact details are incorrect;
  • messages that are not delivered for reasons attributable to the phone carrier, WhatsApp or the recipient's email service.
• To the extent permitted by applicable law, Core Suite's total liability for any claim related to these Terms is limited to the amount paid to Core Suite for the affected Practice in the 12 months before the event giving rise to it, and does not include indirect damages or lost profits.
• These limits do not apply to damages caused by Core Suite's willful misconduct or gross negligence, to personal data breaches attributable to Core Suite, or to rights the law does not allow to be waived, including those of consumers.

• Neither party is liable for a failure to perform while it is prevented by an act of God or force majeure: events beyond its control that are unforeseeable or unavoidable, such as natural disasters, epidemics, widespread power or telecommunications outages, acts of authority, widespread failures of essential cloud, payment, messaging or invoicing providers, or of the SAT.
• The affected obligations are suspended for as long as the cause lasts and resume when it ends. Core Suite gives notice as soon as possible on the service status page or by email.
• Core Suite may not invoke it if it caused or contributed to the event.
• None of the foregoing prevents renewal from being cancelled at any time.

• Core Suite sends notices to the Account's email address and, where applicable, within CoreAccount or CoreDoc. Notices of renewal, price changes and new Versions take effect from when they are sent to that email address. Users must keep it current and check their spam folder.
• Emails about billing, security and changes to these Terms form part of the service and cannot be turned off.
• Emails with commercial information, such as the Free Plan weekly summary, include a link to unsubscribe with one click. They can be turned back on from My account.
• Communications to Core Suite are addressed to the contact details in section 1. Formal notices are addressed to its registered address or to soporte@coresuite.mx.

• These Terms are governed by the federal laws of Mexico.
• For any dispute, the parties submit to the competent courts of Mérida, Yucatán, and waive any other jurisdiction that may apply to them by reason of their present or future domicile.
• The foregoing does not limit the right to file a complaint with the Federal Consumer Protection Agency (Profeco) or the other rights the law does not allow to be waived.
• Before initiating any proceeding, Core Suite invites users to write to soporte@coresuite.mx to seek a solution.

• Entire agreement. These Terms, the CoreDoc data processing addendum and, once available and if patients are invoiced, the CSD custody consent constitute the entire agreement regarding CoreDoc. With respect to patient data, the addendum prevails. For the Enterprise Plan, what has been agreed in writing prevails.
• Severability. If any clause is found invalid, the remaining clauses remain in effect.
• Assignment. Users may not assign this agreement without Core Suite's written consent, except through the transfer of a Practice (section 20). Core Suite may assign it to a company that continues to provide CoreDoc, with at least 30 days' notice; anyone who does not agree may cancel.
• No waiver. Failure to enforce an obligation at a given time does not constitute a waiver of it.
• Language. If the English version differs from the Spanish version, the Spanish version prevails.
• Version. Version 1, effective as of October 20, 2026.