Terms of Service

Last updated: March 2026

1. Introduction and Acceptance

1.1 These Terms of Service ("Terms") govern your use of the AI avatar receptionist service provided by Clinic Assistant AI ("we," "us," "our").

1.2 By purchasing or using our service, you ("Client," "you," "your") agree to be bound by these Terms.

1.3 If you are entering into this agreement on behalf of a clinic or other organisation, you confirm that you have authority to bind that organisation.

2. Definitions

In these Terms:

• "Service" means the AI avatar receptionist and associated platform provided by Clinic Assistant AI.
• "Avatar" means the digital human representation created for you, whether using your provided photograph, one of our library images, or a custom creation.
• "Client Content" means the FAQ data, brand information, and any other materials you provide for inclusion in your Avatar.
• "Fees" means the one-time creation fee and ongoing monthly subscription fees as set out on our website.
• "Website" means https://www.clinicassistant.co.uk and any associated subdomains.

3. The Service

3.1 We will create a bespoke AI Avatar for your clinic based on the information you provide, including:

• Up to 30 high-frequency questions with bespoke video responses
• Dynamic text-to-speech responses for any remaining FAQs
• A custom FAQ build of up to 50 questions and answers in total
• Brand styling and website integration

3.2 Once created and approved by you in our private sandbox environment, we will provide you, or your website developers, the short 3 line JavaScript code snippet to add to your website pages.

3.3 The ongoing Professional Care Plan includes:

• Secure hosting on our VPS servers
• Monthly analytics and gap reporting
• FAQ refinements based on actual patient enquiries
• Smart lead capture functionality
• Priority email support

3.4 Enterprise clients may receive additional services as separately agreed in writing.

4. Client Responsibilities

4.1 You agree to provide accurate, complete, and up-to-date information for your Avatar, including:

• A suitable photograph if you choose to use your own image (high resolution, appropriate for professional use)
• Accurate and truthful FAQ responses that reflect your clinic's services and policies
• Your brand guidelines, logo, and any styling requirements

4.2 You are responsible for ensuring that all Client Content complies with applicable laws and does not infringe any third-party rights.

4.3 You agree to allow us to communicate directly with your website developer for the purpose of installing the code snippet and verifying functionality.

4.4 You must not use the Service to:

• Provide medical advice or diagnosis
• Make misleading claims about treatments or results
• Collect sensitive patient data without appropriate consent and safeguards

5. Fees and Payment

5.1 The one-time Signature Launch Package fee is £1,950. A deposit of £750 is required to begin work, with the balance due before the Avatar goes live.

5.2 The monthly Professional Care Plan fee is £350, payable in advance by direct debit or standing order.

5.3 Enterprise plan fees start from £599 per month and will be confirmed in writing based on your specific requirements.

5.4 Fees are exclusive of any applicable VAT or other taxes, which you are responsible for paying.

5.5 If payment is not received by the due date, we reserve the right to suspend the Service until payment is made.

6. Intellectual Property Rights

6.1 What we own: We retain all rights, title, and interest in and to the Clinic Assistant AI platform, software, underlying technology, and any pre-existing tools or libraries used to provide the Service.

6.2 What you own: Upon full payment of all applicable Fees, you own the bespoke Avatar created for you and the specific Client Content you provided. This does not include the underlying platform technology.

6.3 We grant you a non-exclusive, non-transferable licence to use the Avatar on your website for as long as you remain a subscriber in good standing.

6.4 You grant us a non-exclusive licence to use your clinic name and logo in our marketing materials (unless you opt out in writing).

7. Data Protection and Privacy

7.1 Both parties agree to comply with all applicable data protection laws, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

7.2 We will process any personal data in accordance with our Privacy Policy, available on our Website.

7.3 You are the data controller for any patient data collected via the Avatar. We act as a data processor on your instructions.

7.4 We will implement appropriate technical and organisational measures to protect data against unauthorised access, loss, or destruction.

8. Confidentiality

8.1 Both parties agree to keep confidential any business information disclosed during the course of the relationship that is clearly marked as confidential or would reasonably be understood to be confidential.

8.2 This obligation does not apply to information that is publicly available, already known to the recipient, or required to be disclosed by law.

9. Third-Party Services

9.1 The Service may rely on third-party platforms, hosting providers, or tools (including Firebase and VPS hosting). We do not control these third parties and are not responsible for their actions or failures.

9.2 We will use reasonable endeavours to select reliable providers but do not guarantee uninterrupted availability of third-party services.

10. Limitation of Liability

10.1 The Service is provided "as is" and "as available." To the maximum extent permitted by law, we exclude all implied warranties, including fitness for a particular purpose.

10.2 We do not guarantee that the Avatar will be error-free, uninterrupted, or secure against all potential threats.

10.3 Important medical disclaimer: The Avatar is an administrative and marketing tool only. It does not provide medical advice, diagnosis, or treatment. You remain solely responsible for all clinical decisions and patient communications.

10.4 To the maximum extent permitted by law, our total liability to you shall not exceed the total Fees paid by you in the 12 months preceding the claim.

10.5 Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited by law.

11. Term and Cancellation

11.1 These Terms commence on the date you purchase the Service and continue until terminated by either party.

11.2 You may cancel the monthly Professional Care Plan at any time by giving 30 days' written notice. The one-time creation fee is non-refundable.

11.3 We may terminate these Terms immediately if:

• You fail to pay any Fees when due
• You breach these Terms and fail to remedy the breach within 14 days of written notice
• You become insolvent or enter administration

11.4 Upon termination, we will cease providing the Service and you have the responsibility of removing the chatbot JavaScript snippet on your website. You may retain any Client Content previously provided to you.

12. Support and Maintenance

12.1 We provide priority email support during normal business hours (9am-5pm, Monday to Friday, excluding public holidays).

12.2 We aim to respond to all support queries within 2-4 hours during business hours.

12.3 The monthly fee includes ongoing maintenance, security updates, and continuous FAQ refinements based on actual enquiries.

12.4 Additional Avatar mp4 files over and above the initial 30 covered by the Launch Package will be subject to an additional charge.

13. Changes to Service or Terms

13.1 We may update or modify the Service from time to time to improve performance, add features, or address security issues.

13.2 We may revise these Terms with reasonable notice. If you do not agree to the revised Terms, you may cancel the Service before they take effect.

14. Governing Law

14.1 These Terms are governed by the laws of England and Wales.

14.2 Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.