Tandem Health – General Terms and Conditions
Tandem Health provides a personalized documentation service that allows users to transcribe and document patient conversations using an application on an internet-connected computer, tablet, or phone. The service aims to facilitate the creation of medical records for healthcare providers and is available online via a web browser.
The service is provided by Tandem Health AB (org.nr 559444-6857). These General Terms and Conditions govern the use of the Service.
As used in these Terms of Use, “Tandem”, “our Service”, or “Service” refers to the digital documentation service provided by Tandem Health AB.
1. Definitions
For the purposes of this Agreement, the following terms have the meanings set out below:
User
Any employee or contractor of the Customer who uses the Service.
Agreement
The agreement, including associated appendices and supplements, between the Customer and the Supplier, whereby the Supplier undertakes to provide the Service.
Confidential Information
Information subject to confidentiality or professional secrecy under the Public Access to Information and Secrecy Act (2009:400) or the Patient Safety Act (2010:659), or equivalent legislation in other jurisdictions.
Service
The services provided by the Supplier to the Customer under the Agreement, as further specified in the Service Description.
Service Description
An appendix to the Agreement describing the content and scope of the Service.
The Secrecy Act
The Act (2020:914) on Confidentiality in Connection with the Outsourcing of Technical Processing or Storage of Data, or equivalent national regulations where applicable.
2. Obligations of the Supplier
2.1 Service Delivery
The Supplier shall provide the Service on an ongoing basis during the contract period and perform the Service in a professional manner.
2.2 Support and Availability
Support is provided during regular business hours via support@tandemhealth.ai
The Service has a 99% uptime guarantee, calculated quarterly
Scheduled maintenance is permitted between 21:00–05:00 CET and is excluded from uptime calculations
Tandem will notify the Customer in advance, where possible, of major planned interruptions
The Supplier is responsible for maintaining and updating the Service to ensure it remains functional and secure in accordance with applicable IT and healthcare standards.
3. Acceptable Use
Tandem Health must be used responsibly and only for its intended purpose: creating accurate, editable drafts of medical notes.
User Responsibilities
Users must:
Review and edit notes before adding them to patient records or EHR systems
Apply professional judgment at all times — the Service is a support tool, not a replacement for clinical decision-making
Comply with laws and regulations applicable in their jurisdiction
Prohibited Actions
Users must not:
Input false or misleading information
Use the Service to generate medical diagnoses, treatment recommendations, or medical advice
Compromise the security or integrity of the Service (e.g. tampering or reverse-engineering)
Share account credentials or allow unauthorized access
Use the Service for purposes outside its intended use
Violations may result in suspension or termination of access.
4. Right to Use the Service and Account Access
4.1 License
The Customer is granted a non-transferable, time-limited right to use the Service in accordance with the Agreement, limited to the agreed number of users and contract period.
4.2 Account Responsibility
Each user account is for personal use only
Users must safeguard their login credentials and devices
Users are responsible for keeping account information accurate
4.3 Account Protection
Tandem may suspend or block accounts when necessary to prevent fraud or protect users, partners, or Tandem.
5. Obligations of the Customer
5.1 Technical Requirements
The Customer is responsible for ensuring access to appropriate hardware, software, and an internet connection.
5.2 Scope of Use
The Service may only be used within the Customer’s own business operations.
5.3 Legal Compliance
The Customer is responsible for ensuring that all Users comply with applicable laws, regulations, and Tandem’s instructions.
5.4 Prohibited Technical Actions
Unless explicitly approved by Tandem, the Customer and its Users may not:
Circumvent or disable Service protections
Use automated access tools (robots, scrapers, spiders)
Reverse-engineer or decompile the Service
Manipulate Service content or insert code
Perform data mining or extraction
Transmit malicious software or harmful code
5.5 Enforcement
Tandem may terminate or limit access if these terms are violated or if illegal or fraudulent activity occurs.
5.6 Assignment
The Customer may not assign or transfer rights or obligations under this Agreement without written approval from the Supplier.
6. Customer Data
6.1 Ownership
All Customer data remains the property of the Customer. Tandem may only process data to provide the Service.
6.2 Access and Disclosure
Customer data will be disclosed to the Customer upon request without undue delay.
6.3 Data Format
Data will be returned in the agreed format or, if unspecified, in the format requested by the Customer. Reasonable fees may apply for special conversions.
6.4 Deletion
Deleted data will be permanently removed within 30 days.
6.5 Termination
Upon termination, all Customer data will be returned or permanently deleted within 30 days, in accordance with the Customer’s instructions.
7. Confidentiality
7.1 General Obligation
Neither party may disclose confidential or proprietary information except as necessary to perform the Agreement.
7.2 Exceptions
Confidentiality does not apply to information that is publicly known or required to be disclosed by law.
7.3 Legal Basis
The Supplier processes Confidential Information solely for technical processing or storage, in compliance with Swedish law or equivalent local regulations.
7.4 Survival
Confidentiality obligations survive termination of the Agreement.
8. Personal Data
Personal data processing is governed by the Data Processing Agreement accepted during signup.
Both parties shall comply with applicable data protection laws.
More information is available in the end-user privacy policy:
https://www.tandemhealth.ai/end-user-privacy-policy
9. Safety
The Supplier shall implement appropriate technical and organizational measures to ensure security and confidentiality.
10. Intellectual Property Rights
10.1 Supplier Rights
Tandem guarantees that it holds all intellectual property rights necessary to provide the Service.
10.2 Customer Rights
The Customer is responsible for ensuring it has the necessary rights to any software or systems it provides.
11. Development of the Service
All improvements, innovations, or developments to the Service remain the exclusive property of Tandem Health AB.
12. Limitation of Liability
Tandem is not liable for indirect or consequential damages
Total liability is limited to the amount paid by the Customer during the six (6) months preceding the claim
13. Force Majeure and Changed Conditions
13.1 Force Majeure
Neither party is liable for failure to perform due to events beyond reasonable control (e.g. legislation changes, natural disasters, labor conflicts).
13.2 Legal Changes
If legal changes affect the Agreement, the parties will negotiate in good faith to maintain compliance and continue the relationship.
14. Dispute Resolution
14.1 Governing Law
This Agreement is governed by the laws of Sweden.
14.2 Arbitration
Disputes shall be resolved through arbitration administered by the Stockholm Chamber of Commerce (SCC).
Seat: Stockholm
Language: Swedish
All arbitration proceedings are confidential.
15. Payment and Billing
15.1 Plans and Pricing
Tandem offers free and paid plans. Features, limits, and pricing may vary by region and may change over time.
15.2 Fees
Customers are charged applicable subscription or usage fees when exceeding free limits or using paid features.
15.3 Taxes
Fees exclude taxes unless otherwise stated
Swedish customers are charged VAT as required
Customers outside Sweden are responsible for applicable local taxes
15.4 Payment Method
Payments are made by credit or debit card. Customers authorize Tandem to charge the card on file.
15.5 Changes
Tandem may update pricing or payment terms with reasonable advance notice.
15.6 Billing
Subscription fees are billed in advance
Usage fees are billed as specified in the plan
Statements are provided electronically
15.7 Late Payments
Unpaid fees may result in interest charges, suspension, or termination.
15.8 Refunds
Fees are non-refundable unless required by law or otherwise agreed.
15.9 Currency
Currency conversion is handled by the Customer’s payment provider. Tandem is not responsible for conversion fees.