Security
Your practice data is yours.
We keep it that way.
When you store notes, bookings and payment details for clients and patients in ClientWell, you are trusting us with the heart of your practice. Here is how we protect that data, where it lives, and who can access it.
The ClientWell Advantage
What this means during an ordinary day at the clinic
Security is easy to describe in a way that means nothing. These are the six things we think actually matter to a solo practitioner or small clinic, in plain terms.
A payment never half-finishes
If someone pays and their phone battery dies before the page reloads, nothing is lost. The booking, the payment and the receipt are already saved in the background, so their appointment is confirmed and their invoice is ready. No awkward call the next morning asking whether they got in.
Automatic daily backups
Every workspace is backed up automatically each day. If anything ever goes wrong at our end, we restore from a recent copy rather than asking you to rebuild your practice records from memory.
Nothing breaks silently
Every change to ClientWell runs through automated safety checks across the whole system before it reaches you, including the booking page, the calendar and checkout. If a change would break something people rely on, we find out before they do.
Other practices cannot see your records
Each workspace is separated at the database layer. Another practice sharing the same platform cannot read your records, notes or bookings, even if someone tried to ask for them directly.
Online booking is strictly one-way
When patients book a time on your website, they are looking through one-way glass. They can select an open appointment slot and enter their own details, but they can never see who booked before or after them, search other clients, or see any hint of another patient's visit.
Front desk staff see bookings, not treatment notes
Reception staff sign in with their own front desk role. They can check clients in, manage calendar appointments and process payments at the desk, while clinical treatment notes, total clinic turnover and bank payouts stay locked away from them. You decide who can change billing, who can edit notes, and who only needs the day-to-day tools.
Need this in writing for your insurer, professional association or a corporate client? Email hello@myclientwell.com and we will send our shared-responsibility security policy and HISF checklist mapping.
Who can see what
Each team member sees only what their job needs
When you invite someone, you choose their role. Here is what each role can open.
Every login is personal, so you can see who did what and remove access in one click when someone leaves.
Private, strictly controlled AI
Sage is clinic software with an AI inside, not a public chatbot
The question we hear most from practitioners is a fair one: if Sage reads my practice notes, does that information drift off somewhere and train a model I have no control over? The short answer is no. Here is the practical difference.
A public AI chatbot
- Anyone can paste anything into it, including private care information.
- What you type may be kept and used to train the company's next model.
- It will happily write a clinical or diagnostic claim nobody checked.
- It can send, book and message the moment you ask, with no record of who approved it.
- You have no practical way to see who at that company could read the conversation.
Sage inside ClientWell
- Sage lives inside your workspace and only sees what that workspace holds.
- Your practice records and Sage conversations are never used to train third-party models.
- It drafts. You send. Nothing goes out, no card is charged and no booking changes until you confirm.
- It will not write clinical, diagnostic or medical claims on your behalf, and tells you when something needs your professional judgement.
- Every action sits inside your own account, behind the same roles your team already works under.
Sage is custom-built software with AI inside it, doing a narrow job we designed it for: helping you draft a message, summarise your day, or answer a question on your website within the guidelines you set. It is not a public chatbot you are having a conversation with. You can clear your Sage chat history at any time from the Ask Sage panel, and nothing Sage has seen is used to train a model for anyone else.
Sage's boundaries
Why Sage is a front desk assistant, not an autonomous agent
With headlines about experimental AI agents taking unapproved actions, here is why Sage can never operate outside your control.
Recent news stories about AI agents causing trouble involve experimental systems given open-ended goals, full computer access, and unsupervised loops to invent their own tactics. Sage is built on an entirely different, tightly sandboxed design:
No raw system or file access
Sage cannot write or run computer code, install software, delete records, or access your system files. Sage only fills standard, pre-set booking fields.
Zero financial or pricing control
Sage has no access to your Stripe account, bank payouts, or clinic pricing. She cannot change what you charge or initiate payments on her own.
Strict practice boundaries
Sage only knows the calendar hours, service names, and clinic details you enter. She cannot invent new policies or make clinical claims.
No unsupervised background loops
Sage does not wander the web or run tasks while you sleep. She only speaks when a caller or website visitor directly connects, and she only answers the question in front of her.
100% human visibility
Every appointment Sage notes down appears directly in your diary tagged "Booked by Sage", where you and your team can review, reschedule, or cancel it at any time.
The takeaway: Sage is the digital equivalent of a polite receptionist sitting at your front desk with a single appointment book and a printed clinic brochure. She cannot sign cheques, cannot rewrite contracts, cannot leave the desk, and everything she does is right in front of you.
The infrastructure underneath
The practical promises above rest on ordinary, boring good practice. Here is what that looks like.
Hosted in the cloud, managed by us
ClientWell runs on managed edge infrastructure with a separate managed Postgres database. We do not host the platform on a server under someone's desk - it is built for production workloads from day one.
Encrypted in transit and at rest
All traffic between your browser and ClientWell is protected by HTTPS/TLS. Data at rest is encrypted by our infrastructure providers, and sign-in is handled through an industry-standard identity service.
Automated backups you can lean on
Your workspace data is backed up automatically by our database provider. If something goes wrong, we restore from a recent backup rather than asking you to start again.
Card details stay with Stripe
Card numbers are handled by Stripe, our payment provider. ClientWell never stores full card numbers in your workspace, so there is no card vault here for anyone to look for.
Your data leaves with you
You can export your practice records and invoices at any time, on any plan. If you ever decide ClientWell is not for you, your history is not held hostage to get you to stay.
We tell you what this is not
This page describes controls we have in place today. It is not a SOC 2, HIPAA, ISO 27001 or GDPR certification, and we would rather say that plainly than let you assume something we have not earned.
What we mean by "secure enough for a health practice"
We know "secure" can sound like marketing fluff. For a solo practitioner or small clinic, it really means three things: your data is not easy to steal, it is not easy to lose, and only the right people can see it. The controls on this page are how we deliver on each of those.
Inside your clinic, privacy is just as important as keeping outside intruders out. Front desk team members can run the diary and handle card payments without ever seeing private health notes, and online booking visitors can never view who else attends your practice. Your clients' privacy is protected from the first visit to the front desk.
A shared responsibility
We look after the platform, the infrastructure and the security controls built into it. You look after your own account: use a strong password, only invite people you trust, and think carefully about what personal information you collect and why. If you are unsure about your obligations under New Zealand privacy law, we recommend speaking with your professional body or a privacy advisor.
New Zealand privacy law
Most ClientWell practices are agencies under the Privacy Act 2020 and the Health Information Privacy Code 2020, and the personal information in your workspace is exactly what those rules cover. ClientWell cannot make your practice compliant on its own, but the platform is built to support the obligations you carry: your own scoped team accounts, isolated workspaces, encrypted traffic, and practice records you can view, correct or delete yourself when someone asks.
Our help centre article Meeting your Privacy Act 2020 obligations with ClientWell walks through what the platform provides and what stays with you.
Compliance and certifications
This page describes the security practices we have in place today. It is not a SOC 2, HIPAA, ISO 27001 or GDPR certification. If your insurer, professional association or a corporate client needs specific security wording, email us and we will provide our shared-responsibility security policy and HISF checklist mapping.
Report a security issue
If you believe you have found a vulnerability or a data-handling problem, please email security@myclientwell.com. Do not post details publicly before we have had a chance to respond. We will acknowledge your report and keep you updated as we investigate.
Last updated: Monday, 19th October, 2026