Frequently asked questions

The free plan gives you everything you need to run a small practice — full scheduling, a view-only patient portal (online booking by patients starts on Solo), and role-based access for up to 100 patients and 3 team 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, Group, Practice, or Network) to unlock more patients, team-member 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.

Most practices are up and running in under 10 minutes. Simply sign up, verify your email, add your practice name, 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.

Yes — starting on the Group plan. Each organization is fully independent with its own patient records, provider schedules, staff team, billing, and patient portal URL. You switch between organizations instantly from a single login — no separate accounts, no logging out. The Group plan (US$139/month) supports up to 5 organizations, Practice (US$279/month) supports up to 10, and Network (US$549/month) supports up to 25 (charged in USD, applicable taxes included). Need more, or need your own isolated infrastructure? Enterprise is a dedicated deployment on your own domain and database — talk to us. Free, Solo, and Starter plans are designed for single-organization practices.

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.

On paid plans, yes (Solo and above). Every practice gets a dedicated patient portal. Patients can log in to view their upcoming and past appointments, update their contact information and review provider bios and credentials. From Solo they can also book new appointments directly with available providers, and reschedule or cancel with automatic staff notification. The portal carries your practice logo and colors. On the free plan the portal is view-only, so staff book on the patient’s behalf, which they can do on any plan for patients who prefer that.

Genkō is designed for practices that handle patient information. Access is role-based, and each organization’s records are isolated from every other organization’s at the database level. Data travels over encrypted (HTTPS) connections, and on paid plans we keep an audit log of clinical-record activity. Genkō does not claim HIPAA compliance or any security certification. If your practice is a HIPAA-covered entity, contact us to discuss your requirements before you store protected health information. HIPAA is a US framework; we make no claim of conformity with Mexican health-record standards.

To ask about a Business Associate Agreement (BAA), email hello@getgenko.com with your organization name. We will review your request with you.

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 US$79/month or US$790/year, charged in US dollars (USD). Prices include applicable taxes, including IVA.

Prices include applicable taxes, including IVA, and you are charged in US dollars (USD). The Mexican peso amounts shown in Spanish or when you select MXN are estimates for reference: our dollar list price × 19, rounded to a price point. That is a fixed list conversion, not a live exchange rate, and it is not an amount you can pay. The final amount in pesos depends on the exchange rate and any fees from your card issuer. Yearly billing is ten months’ price (two months free), charged once; the monthly figure shown on yearly plans is that total ÷ 12.

A team member is anyone with a login to your practice: owners, admins, providers and staff. Each plan has a team-member limit (3 on Free, 4 on Solo, 8 on Starter, 15 on Group, 40 on Practice and unlimited on Network), and providers count toward it. No plan charges per provider. Patients are not team members; they have their own limit. Each organization, meaning a practice or location, has its own limits, and you can run several from Group (5), Practice (10) or Network (25).

WhatsApp reminders and patient replies are included from Starter for opted-in patients. WhatsApp’s sending limits apply. SMS reminders start on Practice. Genkō sends booking confirmations, reminders, and reschedule or cancellation notices. A patient can reply to confirm, or choose to reschedule (from a short list of open times or a secure link) or cancel; the change appears in your schedule. Replying STOP (BAJA in Spanish) turns messages off. From Starter you can switch each type of message on or off in Settings → Notifications, and from Group you can also choose which actions a patient may take by reply.

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.

Yes. From the Starter plan, providers write clinical notes on each appointment (SOAP, progress, discharge and intake review). A note is a draft until its author signs it; once signed it can never be edited, by anyone. Corrections are signed addenda, and an owner or admin can mark a note as entered in error with a reason, which keeps it on the record. Starter also includes a problem list coded with ICD-10-CM, allergies, medications, vitals with LOINC codes, a printable download of a patient's whole record and signed visit summaries you can share to the patient portal. Removing a patient with history archives their record for the retention period you set (10 years by default) instead of deleting it. From the Group plan you get specialty note templates (dental, mental health, physiotherapy, optometry, veterinary and med spa), patient documents and pre-visit intake forms; the Practice plan adds intake review. Genkō is an EMR for your own practice's records: it is not certified by any government program and does not exchange records with hospital systems.

Analytics (Group+) gives you a real-time dashboard tracking no-show rates, completion rates, appointment volume by provider and appointment type, and new patient growth — across any date range, with one-click export to CSV or Excel. On the AI side: WhatsApp messaging (Starter+) sends booking confirmations and reminders from Genkō's own number, and patients can reply to confirm, reschedule or cancel — the change lands in your schedule. The dashboard AI assistant (Group+) answers natural-language questions about your schedule and patient data without leaving the app. Practice+ also gets an embeddable AI chat widget for your own website, so visitors can ask about services, providers, and availability. The REST and MCP APIs (Group+) let your ERP, Claude, GPT, or any custom agent interact directly with your practice data using scoped API keys, per-key rate limiting, and a full audit log.

Yes. On the Patients page, use Import to upload a CSV file of your patients (download the template first; in Excel, use Save As → CSV). Genkō checks every row and tells you which ones it could not import. The CSV carries demographics and contact details; problem lists, allergies, medications and past notes are not part of it and are added on each patient's record. Patients can also register themselves through the patient portal. If you are moving a large practice from another system, email hello@getgenko.com and we will help you plan it.

Yes — several integrations are live today. Google Calendar syncs your appointments automatically (available on all paid plans). HubSpot CRM sync creates and updates Contacts from your patient records and logs appointment events — available on Starter and above. WhatsApp integration (Starter+) sends booking confirmations and reminders from Genkō's own number, and patients can reply to confirm, reschedule or cancel. Practice+ also gets an embeddable AI chat widget for your website. The REST API and MCP API (Group+) let your ERP, Claude, GPT, or any custom agent read and write your practice data with scoped API keys. More integrations are on the roadmap — email hello@getgenko.com if you need something specific.

Billing belongs to you as the owner, not to each organization. A new organization starts on your highest current plan and shares your subscription and saved payment methods, so a plan change applies to every organization on that subscription. Patient and staff limits are still counted per organization, and an organization that already has its own separate paid plan keeps it. To add a second organization, your account must be on the Group plan or higher (up to 5 on Group, 10 on Practice, 25 on Network). You can add new organizations directly from the organization switcher in your dashboard.

When you delete your account, your credentials, auth identity, and organization memberships are permanently removed. Clinical records — patients, appointments, notes and intake forms — are not deleted with it: removing a patient archives their record, and records are kept for your practice's retention period (by default 10 years after the patient's last clinical activity, counted from the age of majority for minors). Only after that period can they be permanently removed. You can export your data as CSV at any time from the dashboard.