Ottai Terms of Use

These Terms of Use (the "Terms") are an agreement between you and Syai Health Technology Pte. Ltd. (UEN 202323053C) and its affiliates (together "Syai Health", "we", "us" or "our") regarding your access to and use of the Ottai mobile application, websites, online stores, customer support channels, cloud services, professional portals, dashboards, healthcare-provider tools, AI-enabled features and other related services and platforms owned or operated by Ottai (together, the "Services").

"Ottai" is a brand of Syai Health Technology Pte. Ltd. Syai Health markets and provides its CGM devices, companion application and related Services under the Ottai brand. References to "Ottai" in this policy, in the Ottai application and on Ottai-branded materials are references to Syai Health in its capacity as the provider of the Services.

The Services are intended to be used together with compatible Ottai continuous glucose monitoring ("CGM") devices and related products (the "Products"), where available and lawfully supplied in your country or region.

By creating an account, selecting any acceptance checkbox, clicking or tapping "I agree" or any equivalent buttons, accessing or using the Services, placing an order, or continuing to use the Services after these Terms have been made available or notified to you, you agree to be bound by these Terms, subject to any mandatory rights you may have under applicable law. If you do not agree to these Terms, you should not create an account, access or use the Services, or place an order.

The Services may also be subject to other terms, notices and instructions, including the Ottai Privacy Policy, AI Feature Notice, Product labelling, instructions for use, safety notices, app permission notices, local privacy notices, Terms of Sale, warranty policy and any service-specific terms presented to you. Those documents form part of these Terms to the extent they apply to your use of the relevant Service or Product.

If there is an inconsistency between these Terms and Product labelling, instructions for use, safety notices or mandatory local law, the Product labelling, instructions for use, safety notices or mandatory local law will prevail to the extent of the inconsistency.

The Products and Services relate to CGM devices and health-related information. You must use them only in accordance with applicable Product labelling, instructions for use, indications, contraindications, warnings, precautions, cautions, app guidance and advice from qualified healthcare professionals.

The Services are not a substitute for professional medical care. Ottai is not a healthcare professional and does not provide medical diagnosis, medical treatment, emergency medical assistance, insulin-dosing instructions or personalised medical advice through the Services. You are responsible for consulting qualified healthcare professionals regarding your health, treatment, medication, insulin dosing, diet, exercise and use of medical devices.

If your glucose readings, alerts or reports do not match how you feel, if you suspect a reading or alert is inaccurate, or if the Product labelling instructs you to do so, you should use a blood glucose meter or another appropriate method to check your glucose and seek medical advice where appropriate.

Do not use the Services for emergencies. If you believe you may be experiencing severe hypoglycaemia, severe hyperglycaemia or another urgent medical condition, seek immediate medical assistance or contact local emergency services.

CGM readings and alerts may be affected by sensor condition, placement, warm-up, expiry, calibration requirements where applicable, compression, medication, food, exercise, illness, physiology, device settings, Bluetooth, network conditions, battery level, phone settings, app permissions, operating-system updates, server availability and other factors. You should maintain any backup testing method and treatment plan recommended by your healthcare professional.

If a sensor is loose, damaged, expired, incorrectly applied, becomes detached, appears inaccurate, causes significant skin irritation, or if you receive an error or replacement message, follow the Product labelling and contact customer support or a qualified healthcare professional as appropriate. Do not reuse disposable components unless the Product labelling expressly permits reuse.

You must be at least 18 years old, or the age of majority in your country or region, to create an account and accept these Terms. If you are under that age, you may use the Services only with consent and supervision of a parent or legal guardian, where permitted by applicable law.

If you create, manage or use an account for a child, a person under guardianship or another person who requires assistance, you represent that you are legally authorised to do so and to provide any required consent on that person's behalf. You are responsible for supervising the relevant use and for ensuring that the Services are used safely and in accordance with Product instructions.

When registering or using an account, you must provide accurate, current and complete information and keep that information updated. We may verify identity, age, country, professional status, institutional affiliation, payment information or other account information where necessary for the relevant Service.

You are responsible for maintaining the confidentiality and security of your account, passwords, authentication methods, verification codes and devices. You must not sell, transfer, rent, lend or share your account except through an authorised sharing function that we provide. Notify us promptly if you suspect unauthorised account access or compromised credentials.

After registration and login, you may use available Services to pair or bind compatible Products, display or analyse glucose data, receive alerts, generate reports, manage account settings, access customer support, use optional integrations, use Ottai AI where available, and use professional or institutional functions where authorised.

The Services may vary by country, device, operating system, app version, Product model, regulatory status, account type and availability of third-party services. We may add, modify, suspend, restrict or discontinue features in accordance with these Terms and applicable law.

You may use the Services only in countries or regions where they are lawfully made available and only for the intended use described in the applicable Product labelling and service materials. You are responsible for complying with local laws that apply to your access, purchase, import, export, use or sharing of Products and Services.

Some Services require compatible hardware, software, operating systems, internet access, Bluetooth, notifications, background activity, mobile data, app permissions and third-party services. You are responsible for obtaining and maintaining compatible devices, network access, power, security settings and supported software versions necessary to use the Services.

The Services may receive, process, display, store, analyse or report data generated by compatible Products or entered by you, HCPs, caregivers or authorised users. The Services are intended to help users and, where applicable, HCPs or caregivers view and understand glucose information; they do not replace regular monitoring, appropriate medical care, or professional clinical judgement.

Alerts, notifications, reports, dashboards and data-sharing functions may not be available, timely, accurate or complete in all circumstances. They may fail, be delayed or be silenced because of device settings, operating-system restrictions, app permissions, network conditions, Bluetooth issues, battery status, third-party platform behaviour, server issues or user configuration. You should not rely on the Services as your only means of detecting urgent glucose events unless the Product labelling expressly allows such reliance.

You should keep your app and device software updated. Safety, security, regulatory or compatibility reasons may require us to issue mandatory updates, disable unsupported app versions or require Product or app replacement. Where practicable, we will provide reasonable notice, but urgent updates may take effect immediately or on shorter notice.

Device-generated readings, logs and reports may not be editable without affecting data integrity. Where appropriate, we may allow account information correction, notes, report regeneration or deletion in accordance with the Privacy Policy and applicable law.

The Services may include optional AI-enabled features, including an AI assistant, AI-assisted recognition, AI-generated explanations, AI-supported customer service, report summaries, pattern descriptions or troubleshooting support ("Ottai AI"). Your use of Ottai AI is subject to the Ottai AI Feature Notice and any just-in-time notice presented before or during use.

Ottai AI is for general support and information only. It does not provide medical diagnosis, treatment, emergency assistance, insulin-dosing instructions or personalised medical advice. AI-generated outputs may be inaccurate, incomplete, outdated or unsuitable for your individual circumstances and must not be used as the sole basis for medical, treatment, medication, insulin-dosing, diet, exercise or other health-related decisions.

Unless a specific regulated Product feature expressly states otherwise in the Product instructions, Ottai AI does not continuously monitor your health, replace CGM alerts, contact emergency services, or notify your HCP, caregiver or family member of changes in your glucose readings.

You must not use Ottai AI to request or generate diagnosis, treatment plans, medication changes, insulin-dosing instructions, emergency guidance, or instructions to ignore Product warnings, CGM alerts, safety notices or healthcare-professional advice. If an Ottai AI output conflicts with Product labelling, safety notices or advice from a qualified healthcare professional, you should follow the Product labelling, safety notices or professional advice.

Some Services may allow hospitals, clinics, healthcare professionals ("HCPs"), caregivers, family members or other authorised persons to view, manage, analyse or support patient CGM data. We refer to these users collectively, where applicable, as the user's "Care Team".

We do not automatically share health-related personal data with HCPs, caregivers or Care Team members merely because such functionality is available. Sharing or access occurs only where the user enables or authorises it, where a person legally authorised to act on the user's behalf does so, where an HCP or institution confirms that it has the necessary consent or lawful authority, or where disclosure is permitted or required by applicable law.

Each HCP, hospital, clinic, caregiver, institution or other Care Team member is responsible for ensuring that it has the necessary authority, consent or legal basis to access, upload, manage, share or otherwise process patient data, and for complying with its own legal, professional, clinical, institutional, confidentiality, record-keeping and patient-care obligations.

HCPs and institutions are responsible for all clinical decisions, care plans, patient communications, patient monitoring responsibilities and records they create or maintain. Ottai does not provide medical care and is not responsible for notifying any HCP, caregiver or emergency contact of changes in a user's readings unless a specific Service expressly provides such functionality and we have accepted that responsibility in writing or where required by law.

Professional or institutional users must ensure that only authorised personnel access professional portals, dashboards or patient data; must maintain role-based access, credential security and appropriate internal controls; and must promptly notify Ottai of suspected unauthorised access or misuse involving the Services.

The Services may include or interoperate with third-party services, platforms, app stores, login providers, payment providers, maps, analytics, crash reporting, messaging, AI, voice recognition, wearable, smartwatch or data-sharing services. Third-party services are subject to their own terms, privacy notices and technical limitations.

If you choose to connect, share or sync data with a third party, including xDrip+, AAPS (AndroidAPS), Nightscout, Apple Health, Google services, smartwatch ecosystems, HCP systems or other platforms, you authorise us to share the relevant data with that third party as configured by you or the authorised account user. Once data is received, downloaded, stored or independently processed by a third party, we may no longer control that data. Stopping future sharing may not delete data already received by the third party.

We do not endorse, control or guarantee third-party services, content, devices, software, operating systems, app stores, integrations or websites unless expressly stated. We are not responsible for third-party failures, outages, errors, privacy practices, security incidents, clinical decisions, or actions or omissions, except to the extent required by applicable law.

If you download the app through Apple App Store, Google Play or another app marketplace, the relevant app store terms also apply. The app store provider is not responsible for the Services, support, maintenance, claims or Product obligations except as required by the app store terms or applicable law.

You must use the Services lawfully, safely, and only for their intended purpose. You must comply with these Terms, Product labelling, instructions for use, safety notices, app guidance, applicable laws and any service-specific rules presented to you.

You must not, and must not allow anyone else to:

• use the Services in a way that violates law, regulation, medical-device restrictions, Product labelling, third-party rights or these Terms;
• tamper with, modify, reverse engineer, decompile, jailbreak, exploit, bypass security, repair without authorisation, or use unauthorised hardware or software with the Products or Services, except where applicable law expressly permits;
• interfere with, damage, overload, scrape, crawl, copy, mirror, frame or use automated systems to access the Services without authorisation;
• submit false, misleading, unlawful, harmful, abusive, discriminatory, infringing, obscene, threatening, harassing, spam, malware, exploit or other prohibited content;
• impersonate any person, misrepresent your identity or professional status, create fake accounts, or access another person's account or data without authority;
• upload or share another person's personal data or health data unless you have authority to do so;
• use the Services to provide medical care, professional services, research, clinical trials, monitoring, insurance, employment, legal, emergency or other high-impact decisions unless you have the necessary authority and the relevant Service is expressly intended and lawfully available for that use;
• attempt to disable, evade or manipulate safety features, alerts, logs, audit trails, access controls or service restrictions; or
• use the Services in any manner that may harm Ottai, users, patients, HCPs, third parties, the Products, the Services or the integrity of data.

You are responsible for the content, instructions, information and data you submit or transmit through your account, and for ensuring that you have the rights and authority needed to do so.

If you purchase Products, accessories, paid Services or other items through the Services, additional sale, payment, shipping, return, warranty, import, tax, customs and order terms may apply. These may include the Ottai Terms of Sale, checkout terms, order confirmations and local distributor terms.

You must provide complete and accurate purchase, payment, delivery and tax information. Payment processing may be handled by third-party payment providers. We may refuse, cancel or delay orders where required for fraud prevention, compliance, product availability, safety, regulatory or delivery reasons.

Questions regarding Product compliance and certification, cross-border shipping, international fulfilment, importer of record responsibilities, customs clearance, taxes, duties, returns and refunds should be handled under the applicable Terms of Sale or local sales terms.

If Ottai offers, and you accept or use, any refund, replacement, credit, goodwill payment or other remedy for a specific order, Product, support case, complaint or incident, that remedy will, to the maximum extent permitted by applicable law, be treated as the full and final resolution of that specific matter, without admission of fault or liability by Ottai. Nothing in this clause limits any mandatory right or protection that cannot lawfully be excluded.

We may send service-related messages, account notices, safety notices, product notices, technical notices, support communications and alerts relating to your account, device or use of the Services. These communications may be necessary for the Services and may continue even if you opt out of marketing.

Marketing communications are disabled by default where required by law and will be sent only where permitted by applicable law and, where required, with your consent. You may opt in or opt out of marketing communications using app settings, unsubscribe instructions or other controls we provide. Opting out of marketing will not affect safety-related or service-related messages.

Push notifications, app alerts, background operation, Bluetooth and other permissions may be required for certain functions. Disabling these permissions may prevent alerts, notifications or features from working properly.

Our collection, use, disclosure, transfer, storage and protection of personal data are described in the Ottai Privacy Policy and any applicable local privacy notice, Function and Data List or feature-specific notice. You should review those documents carefully.

If you do not provide or allow processing of personal data that is necessary for a Service, we may be unable to provide that Service or related features. Withdrawal of consent may affect the availability of account, device, monitoring, report, AI, HCP, caregiver or support functions, subject to applicable law.

Where you direct us to share data with HCPs, caregivers, institutions or third-party platforms, the receiving party may handle that data under its own terms, privacy notice, professional duties or legal obligations.

The Services, Products, software, interfaces, designs, trademarks, logos, graphics, documents, reports, data compilations, algorithms, methods, code, content and related intellectual property are owned by Ottai, its affiliates or licensors, except for content you lawfully submit.

Subject to your compliance with these Terms, we grant you a limited, personal, revocable, non-exclusive, non-transferable, non-sublicensable licence to access and use the Services solely for their intended purpose and in accordance with these Terms, Product labelling and applicable law.

You must not copy, modify, distribute, sell, lease, sublicense, reverse engineer, create derivative works from, remove notices from, or use Ottai intellectual property except as expressly permitted by these Terms or applicable law.

If you provide feedback, suggestions, ideas, comments or improvements relating to the Services or Products, you grant Ottai a worldwide, royalty-free, perpetual and irrevocable right to use that feedback for any lawful purpose without restriction, compensation or attribution, unless prohibited by applicable law.

You retain rights in content that you submit. You grant Ottai the rights necessary to host, process, transmit, display, analyse, store and use that content to provide, secure, support, improve and comply with obligations relating to the Services, in accordance with the Privacy Policy and applicable law.

We may update, modify, suspend, interrupt, restrict, replace or discontinue all or part of the Services where reasonably necessary for business, technical, operational, security, safety, fraud prevention, legal, regulatory, medical-device compliance, product improvement or other valid reasons.

We may perform scheduled or unscheduled maintenance. We will try to provide advance notice where practicable, but urgent security, safety or regulatory work may occur without prior notice.

The Services may be unavailable or interrupted due to maintenance, network outages, cloud-service failures, operating-system changes, app-store actions, third-party service issues, device settings, force majeure, cyberattacks, security incidents, regulatory requirements, or other causes beyond our reasonable control.

Where medically, legally and technically feasible, we will use reasonable efforts not to interrupt essential CGM monitoring functions solely because you have not accepted changes that are unrelated to those essential functions. However, urgent safety, security, regulatory or technical requirements may require immediate action, including mandatory updates or disabling unsupported versions.

You may stop using the Services at any time. You may delete the app, stop using your account, or request account deletion in accordance with the Privacy Policy and available account settings.

We may suspend, restrict or terminate your access to all or part of the Services if:

• you breach these Terms, Product labelling, service-specific terms or applicable law;
• your use creates safety, security, legal, regulatory, fraud, abuse, data integrity or operational risk;
• we are required or reasonably requested to do so by law, court order, regulator, app store, service provider or competent authority;
• continued provision of the Services is no longer technically, legally or commercially feasible;
• your account is inactive for an extended period and applicable law permits termination after notice; or
• we reasonably need to protect users, patients, HCPs, caregivers, Ottai, the Products, the Services or third parties.

Where reasonable and lawful, we will provide notice and an opportunity to appeal or correct the issue before suspension or termination. We may act immediately where necessary for safety, security, legal, regulatory or operational reasons.

After termination, provisions that by their nature should continue will remain in effect, including provisions on safety, privacy, intellectual property, user responsibilities, disclaimers, limitation of liability, indemnity, governing law, dispute resolution and any outstanding payment or compliance obligations.

To the maximum extent permitted by applicable law, the Services are provided on an "as is" and "as available" basis. We do not guarantee that the Services will be uninterrupted, error-free, timely, secure, compatible with all devices, or that all data, reports, alerts, AI outputs or third-party integrations will be accurate, complete, available or suitable for your purposes.

Nothing in these Terms excludes or limits any warranty, guarantee, right or remedy that cannot be excluded or limited under applicable law, including mandatory consumer rights, medical-device requirements or product warranties expressly provided with the Product.

No oral or written information, support response, AI output, marketing material, FAQ, customer-service message or informal communication will create a warranty or professional advice obligation unless expressly stated in a formal written agreement or required by applicable law.

To the maximum extent permitted by applicable law, Ottai, its affiliates, licensors, service providers, distributors, officers, directors, employees and agents will not be liable for indirect, incidental, special, consequential, exemplary, punitive or similar damages, loss of profits, loss of revenue, loss of goodwill, loss or corruption of data, business interruption, device or network failure, or damages arising from third-party services, even if advised of the possibility of such damages.

To the maximum extent permitted by applicable law, our aggregate liability arising out of or relating to the Services or these Terms will not exceed the greater of: (a) the amount you paid directly to Ottai for the Service giving rise to the claim during the 12 months before the event giving rise to liability; or (b) USD 500, unless a different amount is required by applicable law or a separate written agreement.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, wilful misconduct, gross negligence, mandatory product liability, or any liability that cannot be excluded or limited under applicable law.

You acknowledge that the limitations in this section are a fundamental part of the basis on which the Services are provided, subject always to mandatory law.

To the extent permitted by applicable law, you are responsible for losses, damages, claims, fines, penalties, costs and expenses reasonably arising from your breach of these Terms, unlawful conduct, misuse of the Services, unauthorised account access caused by your failure to safeguard credentials, infringement of third-party rights, unauthorised sharing of another person's data, or professional/institutional use without required authority.

If you are an HCP, institution, business user, distributor, professional user or other non-consumer user, you agree to indemnify and hold harmless Ottai and its affiliates from claims, losses and expenses arising from your breach of these Terms, your professional or institutional use of the Services, your failure to obtain required consents or legal bases, or your independent use, disclosure or retention of patient data.

This section does not apply to the extent prohibited by applicable consumer protection law.

We may update these Terms from time to time. For non-material changes, including formatting changes, clarifications, correction of errors, contact updates or changes that do not materially affect your rights or obligations, the updated Terms will take effect when posted or on the date stated in the notice.

For material changes, we will take reasonable steps to notify you in advance, normally at least 7 days before the changes take effect where practicable. Material changes may include changes to paid services, liability provisions, dispute-resolution terms, service restrictions, professional portal terms, account termination terms or other provisions that materially affect your rights or obligations.

Changes that are necessary for safety, security, fraud prevention, legal, regulatory, medical-device compliance or technical operation may take effect immediately or on shorter notice where reasonably necessary.

If a material change requires your acceptance, we may ask you to accept the updated Terms before you use the affected new or changed feature. If you do not accept a material change, you may be unable to use the affected feature, new service, new integration, new purchase function or professional portal function. However, where medically, legally and technically feasible, we will use reasonable efforts not to interrupt essential CGM monitoring functions solely because you have not accepted changes that are unrelated to those essential functions.

Where continued use of an existing service is no longer feasible without the updated Terms, we will provide reasonable notice and, where available, information about data export, account closure and support options.

These Terms and any dispute or claim arising out of or relating to them or the Services shall be governed by and construed in accordance with the laws of the People's Republic of China, excluding conflict-of-law rules. For the purposes of these Terms, "laws of the People's Republic of China" or "PRC law" means the laws of Mainland China only and does not include the laws of Hong Kong SAR, Macao SAR or Taiwan.

If a dispute arises, the parties should first attempt to resolve it through good-faith negotiation. If the dispute cannot be resolved through negotiation within sixty (60) days after either party gives written notice of the dispute, then, unless mandatory applicable law requires otherwise, the dispute shall be submitted to the China International Economic and Trade Arbitration Commission ("CIETAC") for arbitration in accordance with the CIETAC Arbitration Rules in force at the time of applying for arbitration. The seat and place of arbitration shall be Beijing, People's Republic of China. The arbitral tribunal shall consist of one arbitrator, unless CIETAC determines otherwise in accordance with its rules. The language of arbitration shall be English. The arbitral award shall be final and binding on both parties.

Nothing in this section prevents either party from seeking urgent injunctive or equitable relief where necessary to protect intellectual property, confidentiality, security, data, users, patients or the proper operation of the Services.

Entire agreement. These Terms, together with applicable policies, notices, Product labelling, instructions for use, safety notices, local addenda and service-specific terms, constitute the agreement between you and Ottai regarding your use of the Services.

Severability. If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain in effect, and the invalid or unenforceable provision will be replaced or interpreted to achieve its intended effect to the maximum extent permitted by law.

No waiver. Our failure to enforce any provision of these Terms is not a waiver of that provision or any other provision.

Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations in connection with a merger, acquisition, reorganisation, sale of assets, transfer of business or by operation of law, subject to applicable law.

Language. These Terms may be made available in multiple languages. If there is any inconsistency between versions, the English version will prevail unless mandatory local law requires otherwise.

For questions about the Services, please contact Ottai customer support through the app, website or local support channel available in your country or region.

For privacy or personal data protection matters, please contact:

Data Protection Officer: privacy@service.ottai.com