Terms of use

Last updated 5 November 2026 · Governed by New Zealand law

1. About these terms

These terms govern your practice's use of Recoup ("Recoup", "we", "us"), the software available at recoup.nz, which is provided by Kotahi Health Limited, a New Zealand company (company number 9464403, NZBN 9429054012288). By creating an account, accepting an invitation, or using Recoup, you agree to them on behalf of yourself and the practice you use it for. If you do not agree, please do not use Recoup.

"Practice" means the business that subscribes. "You" means the practice and each person it invites. A practice admin who signs up or invites others confirms they have the authority to accept these terms for the practice.

2. Who can use Recoup

Recoup is built for New Zealand allied-health practices. By using it you confirm that:

• practitioners who lodge claims or write clinical notes are registered with their New Zealand responsible authority, or work under the supervision of someone who is;
• the practice holds, or works under, a current ACC provider or contract arrangement for any work it bills to ACC;
• you are 18 or over and use Recoup only for genuine practice administration and clinical documentation.

3. What Recoup does — and what it does not

Recoup connects your Cliniko account to ACC. It reads your practice's appointments, patients and invoices from Cliniko; it prepares ACC45 claims, ACC32 requests, invoices and payment queries; and it drafts treatment notes and letters with AI.

• It acts on your instruction. Recoup sends a claim, invoice or document to ACC only when someone at your practice presses the button to send it, using your practice's own ACC certificate, vendor identifier and the practitioner's own provider number.
• It does not give clinical advice. It is not a medical device or a clinical decision-support tool. See our Clinical disclaimer.
• It does not guarantee an outcome with ACC. Recoup checks claims and invoices against the rules we know about before they are sent, but ACC decides cover, approves treatment and pays. A check passing in Recoup is not ACC's acceptance.
• It writes to Cliniko only when you ask. Treatment notes you save, and — if an admin turns them on — copies of lodged ACC45s and claim summaries in appointment notes.

4. Your responsibilities

You remain responsible for:

• checking every claim, invoice, document, note and letter before it is sent, saved or signed — including AI drafts;
• the accuracy of what you lodge with ACC, and your obligations under your ACC agreements, contracts and provider requirements;
• obtaining patients' informed consent where required, including before dictating a session and before lodging an ACC45 on a patient's behalf;
• your obligations under the Privacy Act 2020 and the Health Information Privacy Code 2020 as the agency responsible for your patients' information;
• the settings you enter — clinics, vendor identifiers, contract numbers, provider numbers, rates, GST details and contractor percentages;
• any contractor invoice Recoup prepares on your behalf, including holding a written buyer-created invoice agreement with each contractor before one is issued.

5. Sending things to ACC

Anything lodged with ACC through Recoup is processed by ACC straight away and cannot be withdrawn through Recoup. Read the summary Recoup shows you before you send. Recoup transmits what you have prepared and approved; it does not act as your agent with ACC, and is not responsible for ACC's decisions, declined claims, short or late payments, audits, recoveries, or for ACC's systems being unavailable.

6. AI-drafted notes and letters

Notes and letters drafted with AI are drafts. They can be wrong, incomplete, or mishear what was said. The practitioner who saves or signs one is its author and is responsible for it. How AI drafting handles information is described in our Privacy policy.

7. Acceptable use

You must not use Recoup to:

• lodge, invoice or document treatment that did not happen, or inflate what did;
• dictate or record a session without the patient's consent;
• share logins, or let anyone use Recoup who your practice has not invited;
• access another practice's information, probe or overload the service, or copy, reverse-engineer or resell any part of it;
• do anything that breaches New Zealand law or your professional obligations.

8. Accounts and security

Each person needs their own login. Keep passwords private, sign out of shared computers, and remove people from your practice when they leave. Tell us straight away at support@recoup.nz if you think someone has used your account without permission. Your practice is responsible for what is done under its logins.

9. Subscription, trial and payment

• Free trial. New practices get 30 days free. No card is needed, and nothing is charged unless you choose a plan.
• Plans. Recoup is billed monthly or yearly in advance, by the number of active practitioners in your Cliniko account. Admin and reception logins are free. If your practitioner count moves into a different band, the next bill follows it.
• Prices are in New Zealand dollars and exclude GST, which is added where applicable. We will give you at least 30 days' notice of a price change.
• Payment is handled by Stripe. If a payment fails, we may limit access until it is resolved.
• Cancelling. You can cancel at any time; access continues to the end of the period already paid for. Payments already made are not refunded, except where the law requires.

10. Your data

Your practice owns its data — patient records, claims, invoices, notes and letters. We hold and process it on your behalf, only to provide Recoup, and as set out in our Privacy policy. You can export it at any time. When you leave, we will delete it on your written request, except anything we are required by law to keep.

11. Our intellectual property

The Recoup software, design, name and brand belong to us. Your subscription gives your practice a non-exclusive, non-transferable right to use Recoup while it is subscribed. Nothing you create in Recoup becomes ours.

12. Availability and changes

We work to keep Recoup available and correct, but it may sometimes be unavailable for maintenance, because of a fault, or because ACC, Cliniko or another provider is unavailable. We improve Recoup continually; if we remove a feature your practice relies on, we will tell you first.

13. Liability

To the extent New Zealand law allows:

• we are not liable for the content of anything you send, save or sign — including claims, invoices, documents and AI-drafted notes or letters — nor for ACC's decisions about it;
• we are not liable for indirect or consequential loss, including loss of revenue, profit or goodwill;
• our total liability to your practice for all claims in any 12 months is limited to the subscription fees it paid us in those 12 months.

Nothing in these terms limits liability that cannot lawfully be limited, including for fraud, or rights under the Privacy Act 2020 or the Fair Trading Act 1986 that cannot be excluded. Because Recoup is supplied and acquired for the purposes of a business, the Consumer Guarantees Act 1993 does not apply (section 43 of that Act), and you agree that is fair and reasonable.

14. Suspension and ending

We may suspend or close an account that breaches these terms, is used unlawfully, or puts patients, other practices or Recoup at risk. Where it is reasonable to, we will tell you first and give you a chance to fix it. Either of us may end the subscription as described in clause 9.

15. Changes to these terms

We may update these terms. We will tell practice admins by email or in the app at least 14 days before a material change takes effect. Continuing to use Recoup after that date means you accept the updated terms.

16. Law and disputes

These terms are governed by New Zealand law, and the New Zealand courts have exclusive jurisdiction. If something goes wrong, please talk to us first — most things can be sorted quickly.

17. Contact

Kotahi Health Limited (company number 9464403, NZBN 9429054012288), Auckland, New Zealand. Questions about these terms: support@recoup.nz.