Frequently asked questions
Everything you need to know before you get started.
Common questions
Anything else? Email us
- How does the free plan work?
- The free plan gives you everything you need to run a small practice — full scheduling, a patient-facing booking portal, and role-based access for up to 100 patients and 3 staff members. No credit card required. No expiration. It's free for as long as you need it. As you grow, upgrade to one of our paid plans (Solo, Starter, Clinic, Practice, or Enterprise) to unlock more patients, staff seats, and advanced features like custom appointment types, Google Calendar sync, and advanced reporting. You can switch plans at any time — upgrade, downgrade, or cancel, all from your dashboard.
- How quickly can I get my clinic set up?
- Most clinics are up and running in under 10 minutes. Simply sign up, verify your email, add your clinic name and location, create your providers, define your appointment types, and set their weekly availability. Genkō is designed for speed — no complex configuration, no IT involvement needed. Your patient portal is automatically created and ready to share. For practices migrating from another system, we recommend having your current schedule and patient list handy, but you can add those gradually after setup.
- Can I manage multiple clinic locations from one account?
- Yes. Genkō is built for multi-location practices. Create or join multiple clinic organizations from a single login. Each clinic operates completely independently — separate patient records, separate provider schedules, separate staff teams, separate billing and settings. This means if you own three clinics, you can switch between them instantly without logging in and out. Each clinic maintains its own patient portal URL, so patients only see their own location.
- How does Genkō prevent double-bookings?
- Every provider has a configurable weekly availability schedule (e.g., Dr. Martinez sees patients Mondays 9 AM–5 PM, Wednesdays 10 AM–3 PM, etc.). Whenever an appointment is booked—whether by a staff member on behalf of the patient or by the patient directly through the portal—Genkō runs a real-time conflict check. If that provider already has an appointment during the requested time, the new booking is immediately rejected with a clear message. This happens synchronously, so there's zero latency and zero chance of overselling. Providers can also set buffer times between appointments if needed.
- Can patients book and manage their own appointments?
- Yes. Every clinic gets a dedicated patient portal. Patients can log in to view their upcoming and past appointments, reschedule existing bookings, cancel with automatic staff notification, update their contact information, review provider bios and credentials, and book new appointments directly with available providers. The portal is fully branded with your clinic logo and colors, and patients never need to call your front desk for routine scheduling tasks. Staff can still book appointments on behalf of patients who prefer that level of support.
- Is our patient data safe and HIPAA-compliant?
- Genkō is built on HIPAA-ready infrastructure. All patient data—names, contact info, medical history notes, appointment records—is encrypted in transit (TLS/SSL) and at rest using AES-256 encryption. Each clinic's records are fully isolated at the database level, so one practice can never see another's patient information. We use role-based access control (patients see only their own data, staff see their assigned patients, owners see everything). We maintain audit logs of all data access and changes, conduct regular security assessments, and follow NIST Cybersecurity Framework guidelines. We work closely with covered entities, business associates, and their legal teams on compliance roadmaps.
- Do you provide a Business Associate Agreement (BAA)?
- Yes. A Business Associate Agreement is available upon request for any practice that handles Protected Health Information (PHI) under HIPAA. Email hello@getgenko.com with your organization name and we'll send you the signed BAA within 1–2 business days. The BAA covers all standard requirements including permitted uses, data breach notification obligations, and data security commitments. If your organization or legal counsel has special terms or requirements, we're happy to discuss those as well.
- What payment methods do you accept?
- Genkō uses Stripe for all billing, which supports all major credit and debit cards (Visa, Mastercard, American Express, Discover, Diners Club, etc.). Subscription charges are automatic and recur monthly or yearly depending on your plan selection. You have full control over your billing method and can update, add, or remove payment methods at any time from Settings → Billing inside your dashboard. Invoices are automatically emailed to your registered billing email address, and you can download them for your records. For annual billing, you save 2 months compared to monthly — e.g., the Starter plan is $49/month or $490/year.
- Can I cancel or switch plans at any time?
- Absolutely. There are no long-term contracts, no lock-in periods, and no cancellation fees. You can upgrade, downgrade, or cancel at any time from Settings → Billing in your dashboard—changes take effect immediately on the next billing cycle. If you cancel mid-cycle, you keep full access through the end of your current billing period and we do not prorate refunds. If you upgrade mid-cycle, we prorate the difference and charge the upgrade amount immediately. You can pause your subscription (on paid plans) if you need temporary downtime without losing access to your data.
- Can I import my existing patient records?
- Bulk patient import is on our product roadmap and coming soon. For now, patients can be added individually through the dashboard (takes seconds per patient, auto-saves contact info), or they can self-register through the patient portal (first-name, email, phone, date of birth). If you have a large dataset to migrate, reach out to hello@getgenko.com and we can discuss options — our team may be able to assist with CSV imports on a case-by-case basis.
- Does Genkō integrate with Google Calendar, EHRs, or other systems?
- Google Calendar integration is built in and available on all paid plans. Authorize your Google account from Settings → Integrations, and Genkō will automatically sync your appointments to your personal calendar (one-way sync: Genkō → Google Calendar). This keeps your calendar in sync across devices and tools. We are actively building more integrations — EHR systems, SMS notifications, and third-party scheduling platforms are on our roadmap. If there's a specific integration you need, email hello@getgenko.com and let us know.
- How does billing work if I have multiple clinics?
- Each clinic has its own separate subscription and plan. If you own three clinics on the Starter plan, you will be billed for three Starter subscriptions ($49/month each = $147/month total). Each clinic's billing is independent—you can have one clinic on the free plan and another on the Enterprise plan simultaneously. Billing for all clinics under your account rolls up to a single Stripe invoice and payment method.
- What happens to my data if I cancel or close my clinic?
- When you cancel your subscription, your clinic remains read-only for 30 days. During this grace period, you can download all your data (patients, appointments, settings) as CSV exports. After 30 days, your clinic is archived. We retain anonymized, encrypted data for legal and audit purposes, but your identifiable information (patient names, contact details, appointment notes) is deleted. You can request full data deletion before the 30-day period ends if you prefer. For HIPAA-covered entities, we comply with all data retention and destruction requirements.
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