Terms of Service

Version: terms-v2 Last updated: 2026-10-01 Governing law: Danish law. Venue: Copenhagen City Court. Change log: version 2, 2026-10-01: Section 1 describes the Service and the plans as they are today. New sections on connections to other platforms (Section 6), on suggested replies, posts, emails and review requests (Section 7) and on rights (Section 8). The limitation of liability and the Clinic's indemnity are clarified (Sections 10 and 11). New provisions on the end of the trial (Section 4), on termination (Section 12), on changes and the transition from version 1 (Section 13) and on confidentiality (Section 15.6). The contact details are the ones the Service uses. Earlier: version 1, text last changed 2026-09-23.

Parties

These Terms are entered into between:

• The Clinic (the dental or healthcare business that has an account on app.nordicpatientgroup.dk).
• Nordic Patient Group ApS ("NPG", CVR 40713352, Fuglebækvej 2C, 1., 2770 Kastrup, Denmark) as provider of the Service.

NPG cooperates with VEKST Solutions LLC (EIN 98-1931362) as technical platform provider (sub-processor under the separate Data Processing Agreement).

At-a-glance summary (non-binding)

• NPG Puls brings the Clinic's reputation together in one place: surveys to patients after their visit, invitations to review the Clinic, reviews and comments gathered in one place, suggested replies and posts.
• Nothing is published in the Clinic's name until the Clinic has approved it.
• The Clinic accepts these Terms and the Data Processing Agreement with one click in the platform.
• A free trial is disclosed when the account is created. The subscription fee follows the Clinic's plan and order confirmation, excl. VAT. Price changes to a plan the Clinic already uses are notified 60 days in advance.
• Liability cap: NPG's total liability is capped at the greater of DKK 25,000 or 12 months of fees paid by the Clinic. The cap does not apply to wilful misconduct or gross negligence, to compensation to patients under data protection rules caused by NPG, or to infringement of others' intellectual property rights caused by NPG.
• The Clinic indemnifies NPG against claims from others arising from the Clinic's own breach of the agreement (Section 11.2). This liability is not capped.
• The Clinic may cancel at any time with 30 days' notice. Either party may terminate with a 30-day cure period for material breach.
• Patient data is handled under the Data Processing Agreement.

1. The Service

1.1. NPG provides NPG Puls (the "Service"), a SaaS platform that collects and analyses patient feedback and brings the Clinic's online reputation together in one place.

1.2. The Service includes, among other things:

• Upload of patient lists that the Clinic exports from its practice-management system.
• Automatic sending of surveys and reminders to patients by email on the Clinic's sending schedule.
• Invitations to patients to write a public review. The invitation goes to every patient who answers, whatever they answer.
• An overview of patients' answers and of reviews and comments from the platforms the Clinic has connected.
• Suggested replies to reviews and comments and suggested follow-up for dissatisfied patients, prepared by a language model.
• Posts for the Clinic's connected social media, made from the Clinic's reviews.
• Display of the Clinic's reviews on the Clinic's own website.
• Key figures and analyses of the Clinic's patient satisfaction and reputation.
• Messages to the Clinic about matters that need the Clinic's attention.

1.3. Plans: the Service is provided in different plans. What the Clinic's plan includes is shown in the platform, and the price is stated in the Clinic's order confirmation. Features that the platform marks as upcoming, or that are not included in the Clinic's plan, are not part of the service delivered until NPG has made them available to the Clinic.

1.4. NPG may develop the Service further at any time. If NPG removes a feature included in the Clinic's plan, reasonable notice is given.

2. Account and users

2.1. The Clinic's account is created by NPG or by a partner NPG works with, and the Clinic is invited by email. An administrator of the Clinic's account accepts these Terms and the Data Processing Agreement by click-acceptance in the platform. The Clinic warrants that the person accepting has authority to bind the Clinic.

2.2. The Clinic's administrators can invite colleagues as users. The Clinic is responsible for who has access, for keeping login details confidential and for all activity under the Clinic's account.

2.3. NPG may refuse to create an account or suspend it if the Clinic (i) is not a regular healthcare business, (ii) misuses the Service, (iii) has outstanding debt, see Section 12.3, or (iv) is in conflict with applicable law.

3. Use of the platform: acceptable use

3.1. The Clinic may use the Service solely for legitimate patient feedback and reputation work for its own business. In particular, the Clinic may not:

• Upload people who do not have an existing or recently active patient relationship with the Clinic within the retention period in Annex A.6 of the Data Processing Agreement.
• Use surveys, reminders or review requests for offers, discounts or other advertising for the Clinic's services.
• Offer patients benefits for writing a review, or ask only selected patients for a review, for example based on their answers or because the Clinic expects them to be satisfied.
• Attempt to access other clinics' data, bypass access controls or break into the Service.
• Reverse engineer, decompile or copy the Service's source code.
• Resell the Service or offer it under its own brand without a separate written agreement.

3.2. A breach of Section 3.1 entitles NPG to suspend the Clinic's access without notice and to terminate the agreement under Section 12.

4. Trial, plans and payment

4.1. Trial: the Service is offered with a free trial. Its length is disclosed when the account is created, and its end date is shown in the platform. No subscription fee is payable during the trial.

4.2. When the trial ends: if the Clinic has not chosen a paid plan when the trial ends, access to the platform is closed and no further emails are sent to patients until a plan is activated. The Clinic's data is kept in accordance with the Data Processing Agreement. If no plan has been activated within 90 days of the end of the trial, the agreement ends and Section 12.4 applies.

4.3. Subscription fee: the subscription fee depends on the Clinic's plan and is stated in the Clinic's order confirmation. All prices are in Danish kroner and excl. VAT unless expressly stated otherwise. If NPG introduces or changes a fee for a plan the Clinic already uses, at least 60 days' written notice is given, and the Clinic may terminate the agreement without charge before the change takes effect (Section 12).

4.4. Invoices are issued monthly or annually as agreed. Payment terms 14 days net. Late payment accrues interest under the Danish Interest Act.

5. Personal data and the Data Processing Agreement

5.1. The Clinic is the controller of the patient data uploaded to or collected through the Service. NPG is the processor.

5.2. The processing is governed by the separate Data Processing Agreement, which the Clinic accepts by click-acceptance in the platform. The Data Processing Agreement can always be read at app.nordicpatientgroup.dk/dpa.

5.3. NPG is itself the controller of data about the Clinic's users (for example name, email and login) and of publicly available reviews of the Clinic that NPG uses for reputation and visibility analyses for the Clinic, including when the reviews are fetched through a connection the Clinic has set up. This processing is described in NPG's privacy policy. When NPG publishes a reply or a post for the Clinic, it does so as processor on the Clinic's instructions.

5.4. In case of conflict between these Terms and the Data Processing Agreement, the Data Processing Agreement prevails as regards the processing of personal data.

6. Connections to other platforms

6.1. If the Clinic connects an account on another platform, for example its Google Business Profile, Facebook Page or Instagram account, the Clinic gives NPG access to read reviews, posts and comments and to publish replies and posts in the Clinic's name. NPG publishes only what the Clinic has approved or scheduled. For comments and posts on the Clinic's connected accounts, and for the replies and posts NPG publishes, this is the Clinic's documented instruction to NPG under Clause 3 of the Data Processing Agreement, and the Data Processing Agreement applies to the processing. Public reviews are covered by Section 5.3.

6.2. The Clinic must comply with the terms and guidelines that apply to the platforms the Clinic connects or asks patients to review the Clinic on, including their rules on reviews.

6.3. The Service's features on other platforms depend on the platforms' own services and rules. NPG is not liable for the platforms' downtime, changes to their access or their decisions, for example the removal of a review. If a platform restricts access, the related features may be restricted.

6.4. The Clinic can disconnect a connection at any time in the platform or directly with the other platform. If it is disconnected in the platform, NPG immediately deletes the stored access keys and can then neither read from nor publish to the account. Posts and comments already fetched are deleted within the time limits in the privacy policy, or sooner if the Clinic asks at privacy@nordicpatientgroup.dk.

7. Suggested replies, posts, emails and review requests

7.1. The Clinic is responsible for the content of the replies and posts the Clinic approves or schedules, and for the texts the Clinic itself writes or changes in emails to patients. NPG is responsible for ensuring that the Service's own standard texts contain no offers or other advertising.

7.2. Suggested replies, follow-up and other texts the Service proposes are prepared by a language model and may contain errors. The Clinic must read them through before approving or using them. Nothing is published until the Clinic has approved it, and the Service does not send suggested follow-up to patients.

7.3. The Clinic is responsible for having a legal basis for sending review requests under data protection rules and the Danish Marketing Practices Act, see Clause 2.5 of the Data Processing Agreement.

7.4. NPG sends emails to patients in the Clinic's name from the Service's sender address. If a patient replies, the reply goes to the reply address the Clinic has given. Every email to patients contains a link where the patient can unsubscribe. The Service respects the unsubscribe, and the Clinic may not get around it, for example by uploading the patient again. The Clinic may reactivate an unsubscribed patient only if the patient has expressly agreed to receive emails again.

8. Rights

8.1. The Service, including software, design and texts, belongs to NPG and its suppliers. The Clinic receives a non-exclusive right to use the Service for as long as the agreement runs.

8.2. The Clinic owns its data and its content. The Clinic grants NPG a royalty-free, non-exclusive right, for as long as the agreement runs, to use the Clinic's name, logo, colours and images solely to provide the Service to the Clinic, for example in emails to patients, on surveys and in posts. This also covers logos and images NPG fetched from the Clinic's website or social media when the account was created. The Clinic can ask NPG at any time to replace or remove them. The Clinic ensures that it has the right to let NPG use them, and that people who can be recognised in the images have agreed to it.

9. NPG's responsibilities and warranties

9.1. NPG will use reasonable care to ensure that the Service:

• Is available around the clock as far as possible (no formal uptime guarantee).
• Processes personal data in accordance with the Data Processing Agreement and data protection rules.
• Protects the Clinic's data with reasonable technical and organisational measures (see Annex C of the Data Processing Agreement).

9.2. NPG aims to answer support enquiries within the response time stated for the Clinic's plan.

9.3. NPG does not warrant that the Service is free of errors or that it meets the Clinic's specific business objectives, including a particular number of answers or reviews.

10. Limitation of liability

10.1. NPG's total liability to the Clinic is, regardless of basis, limited to the greater of:

• DKK 25,000, or
• the fees the Clinic has paid to NPG in the 12 months preceding the event giving rise to the claim.

10.2. Exceptions to the limitation: the limitation in Section 10.1 does not apply to:

• Wilful misconduct or gross negligence by NPG.
• Compensation the Clinic must pay to a data subject under Article 82 of the General Data Protection Regulation, to the extent the damage is caused by NPG or NPG's sub-processors breaching the Data Processing Agreement or the provisions of the Regulation that apply to processors.
• Infringement of third-party intellectual property rights caused by NPG, except for material covered by Section 8.2.

10.3. The limitation does not affect the Clinic's rights against NPG under mandatory law.

10.4. NPG is not liable for indirect losses, including lost profits, loss of goodwill, lost business opportunity or loss of data beyond what follows from the Data Processing Agreement. Nor is NPG liable for content the Clinic has approved or for the actions of other platforms (Section 6.3).

11. The Clinic's responsibilities and warranties

11.1. The Clinic warrants that:

• The Clinic has authority to upload the patient data used in the Service.
• The Clinic has a legal basis for the sends it uses the Service for, and has informed its patients about the processing and that they may receive a review request and can opt out of it, see Clauses 2.3 to 2.5 of the Data Processing Agreement.
• The Clinic uses the Service in accordance with these Terms, Danish law and the terms of the platforms the Clinic connects.

11.2. The Clinic indemnifies NPG against claims from third parties, including patients, arising from the Clinic's breach of Section 3.1, 7.1, 7.3, 7.4, 8.2 or 11.1, for example that the Clinic has uploaded people without a valid patient relationship. This does not apply to the extent the claim arises from NPG's own breach or from the Service's standard texts.

12. Termination

12.1. Termination without cause: the Clinic may terminate the agreement at any time with 30 days' written notice. NPG may terminate the agreement with 90 days' written notice.

12.2. Termination for breach: either party may terminate the agreement with a 30-day written cure period for the other party's material breach. If the breach is cured before the period ends, the agreement cannot be terminated.

12.3. Suspension without notice: NPG may suspend the Clinic's access without prior notice in case of (i) breach of Section 3.1, (ii) outstanding debt of more than 30 days or (iii) genuine suspicion of misuse that threatens the stability of the Service. NPG notifies the Clinic by email at the same time as the suspension and reopens access once the matter is resolved. While access is closed under Section 4.2 or suspended, NPG continues to assist the Clinic with export, correction and deletion under Clause 8 of the Data Processing Agreement.

12.4. When the agreement ends: the Data Processing Agreement ends at the same time, and its Clause 10 on export, deletion and return applies with time limits counted from that date. The Clinic may, no later than 30 days after the end, request an export of its patient data. Connections to other platforms are disconnected, and scheduled posts are not published.

12.5. Sections 10, 11.2, 12.4, 14 and 15.6 continue to apply after the agreement ends.

13. Changes to the Terms

13.1. NPG may amend these Terms with at least 30 days' notice. The notice is sent by email to the Clinic's registered email address and shown in the platform with a short description of the changes. Price changes follow Section 4.3. Changes to the Data Processing Agreement follow its Clause 12.

13.2. A new version applies from the moment the Clinic accepts it in the platform, and at the latest when the notice period ends, unless the Clinic has objected in writing before then.

13.3. If the Clinic objects, the previous version continues to apply to the Clinic. If the parties cannot agree, either party may terminate the agreement under Section 12.1, and the previous version applies until the agreement ends.

13.4. Version 2 of these Terms applies to each Clinic from that Clinic's click-acceptance and replaces version 1 (terms-v1) from then on. Matters that arose before are assessed under the version that applied when they arose.

14. Governing law and disputes

14.1. These Terms are governed by Danish law. The CISG and Danish conflict-of-laws rules that might refer to the law of another country do not apply.

14.2. The venue is the Copenhagen City Court as court of first instance, unless mandatory Danish procedural rules dictate otherwise.

14.3. Before initiating court proceedings, the parties shall in good faith seek to resolve the dispute through direct negotiation for 30 days.

15. Miscellaneous

15.1. Entire agreement: these Terms, the Data Processing Agreement and any order confirmations constitute the entire agreement between the parties. Verbal commitments are binding only if confirmed in writing. In case of inconsistency, the Data Processing Agreement applies to the processing of personal data, then the order confirmation for price, plan and trial, then these Terms, and finally descriptions in the platform and on nordicpatientgroup.dk.

15.2. Severability: if a provision is invalid, this does not affect the validity of the others.

15.3. Force majeure: neither party is liable for delay or failure to perform caused by circumstances outside the party's reasonable control (for example war, natural disasters or attacks affecting sub-processors).

15.4. Assignment: the Clinic may not assign the agreement without NPG's consent. NPG may assign the agreement to a group-affiliated company or in connection with a business transfer, provided the new party complies with the same obligations. The new party must take over the obligations under the Data Processing Agreement. NPG gives the Clinic at least 30 days' written notice, and the Clinic may terminate the agreement with effect from the transfer.

15.5. Notices: notices under the agreement, including notices of change, objections and terminations, are given in writing, and email is sufficient. Notices to the Clinic are sent to the email address registered on the Clinic's account, and the Clinic keeps it up to date. Notices to NPG are sent to support@nordicpatientgroup.dk and, on data protection, to privacy@nordicpatientgroup.dk.

15.6. Confidentiality: each party keeps information about the other party's business that it learns through the agreement confidential and uses it only to perform the agreement. This does not apply to information that is publicly available or that a party must disclose by law or to an authority. The processing of personal data is governed by the Data Processing Agreement.

16. Contact