Terms of service

This agreement

These terms apply when you use YourClinicDesk, whether that is reading this website, booking a demo, or running our assistant on your clinic’s site, inbox or phone line. By using any of it you agree to what follows. If you do not agree, please do not use the service.

Where we have signed a separate written agreement or order form with your clinic, that document wins on any point the two disagree about. These terms cover everything it does not.

In these terms, “we” and “us” mean YourClinicDesk. “You” means the clinic or person using the service. “The assistant” means the chat, email and phone tools we provide, together with the booking system behind them.

What we provide

We set up and run an assistant for your clinic. Depending on what you have signed up for, that can include some or all of the following.

• A chat assistant on your website that answers patient questions and takes bookings.
• An online booking system, connected to the calendar you already use.
• An email assistant that replies to your clinic inbox.
• A phone receptionist that answers calls and books appointments.
• Website design, rebuilds, and local search work.

We build the assistant from the details you give us: your services, your hours, your pricing, your booking rules and the way your clinic talks. We will show it to you before it goes anywhere near a patient, and it does not go live until you say so.

Who can agree to this

You need to be at least 18 years old and authorised to enter into this agreement for your clinic. If you are agreeing on behalf of a company, partnership or trust, you are confirming you have the authority to bind it. Our service is offered to businesses, not to consumers buying for personal use.

What we need from you

The assistant is only as good as what it has been told, so a few things sit with you rather than with us.

• Accurate information. Your hours, services, prices and booking rules need to be right, and they need to stay right. Tell us when they change.
• Review before go live. You are responsible for reading what the assistant has been trained to say and approving it. Once you approve it, it speaks for your clinic.
• The right to connect what you connect. When you give us access to a calendar, an inbox or a practice system, you are confirming you are entitled to do that.
• Account security. Keep your logins to yourself, and tell us promptly if you think someone else has them.
• Human cover. Someone at your clinic needs to be watching what the assistant hands over. It is built to escalate, and escalation only works if a person is on the other end.

What the assistant is not

This section is the most important one on the page, so it is written plainly.

The assistant is a tool your clinic uses. It does not replace clinical judgement, and nothing it says is a substitute for care from a qualified practitioner. Your clinic remains responsible for the care it provides and for meeting the professional and regulatory obligations that apply to it, including those of AHPRA and your professional body.

Language models can be wrong. Ours is restricted to your clinic’s own details and is built to say it does not know rather than to invent an answer, but we cannot promise it will never make a mistake. Treat it the way you would treat a capable new receptionist: well trained, genuinely useful, and still worth checking.

Patient information

Your patients’ information stays yours. We handle it on your behalf, only to run the service, and only as this agreement and our privacy policy allow.

• We do not sell it, and we do not use patient conversations to train AI models.
• You remain responsible for your own obligations under the Privacy Act 1988 (Cth), including telling your patients how their information is handled.
• You can ask us for an export of the information we hold for you, or ask us to delete it, at any time.
• If we become aware of a data breach affecting your patients, we will tell you immediately so you can meet your obligations to them.

Fees, billing and trials

Your fees, billing period and any setup cost are set out in the quote or order form we agree with you. Unless it says otherwise, fees are in Australian dollars and are billed in advance.

• Invoices are payable within fourteen days of the invoice date.
• If an account falls more than thirty days overdue we may suspend the service, after giving you notice and a chance to fix it.
• We may change our prices, and we will give you at least thirty days notice in writing before a change affects you. If you do not want to continue at the new price, you can cancel before it takes effect.
• Where a demo or trial period is offered, it is free and carries no obligation. We will not ask for card details to start one.

Availability and support

We work to keep the assistant answering around the clock, and it usually does. We cannot promise it will never be unavailable. Software needs updating, suppliers have outages, and connections to third party calendars and phone networks occasionally fail.

We will give you reasonable notice of planned maintenance and schedule it outside your busiest hours wherever we can. For anything unplanned, we will tell you what happened and what we are doing about it.

Support is available Monday to Friday, 9am to 5pm Australian Western Standard Time, by email and by phone. We aim to respond within one business day.

Services we connect to

The service connects to tools we do not control: your booking calendar, your practice management software, your email provider, payment processors and telephony networks. We are not responsible for those services, their availability, or changes they make to how they work. If one of them changes in a way that breaks an integration, we will tell you and do what we reasonably can to restore it.

Acceptable use

You agree not to use the service to:

• break any law, or help anyone else do so;
• send unsolicited marketing, or contact people who have asked not to be contacted;
• mislead patients about who or what they are talking to, if they ask;
• offer clinical advice, diagnosis or triage through the assistant;
• attempt to extract, copy or reverse engineer the system behind it; or
• interfere with the service, or with anyone else’s use of it.

If you do any of these, we may suspend the service immediately. Where it is safe and reasonable to do so, we will tell you first.

Who owns what

Yours.Your clinic’s name, brand, content, patient information and business data stay yours. Where we build you a website, you own the finished site and its content once it has been paid for.

Ours. The assistant, the platform behind it, our software, prompts, designs and documentation stay ours. Using the service does not transfer any of that to you. You get a right to use it for your clinic for as long as this agreement lasts, and no more.

Feedback. If you tell us how to make the product better, we may act on it without owing you anything. We appreciate it all the same.

Confidentiality

Each of us will keep the other’s confidential information confidential, use it only for this agreement, and protect it at least as carefully as we protect our own. This does not apply to information that is already public through no fault of ours, or that the law requires us to disclose. These obligations continue after the agreement ends.

Your rights under Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other law that cannot lawfully be excluded. If any part of these terms would do that, that part does not apply.

Where we are permitted to limit our liability for a failure to comply with a consumer guarantee, our liability is limited, at our option, to resupplying the service or paying the cost of having it resupplied.

Apart from those rights, and to the extent the law allows, the service is provided as it is, and we do not give any other warranty about it.

Liability

Subject to the section above, neither of us is liable to the other for indirect or consequential loss, loss of profit, loss of revenue, loss of goodwill, or loss of anticipated savings, however it arises.

Subject to the section above, our total liability to you in connection with the service, whatever the cause, is limited to the total fees you paid us in the twelve months before the event giving rise to the claim.

We are not liable for loss caused by information you gave us being wrong or out of date, by your failure to review what the assistant was trained to say, by a third party service we connect to, or by anyone treating the assistant as a source of clinical or emergency advice contrary to these terms.

You agree to indemnify us against claims brought by a third party arising from your use of the service in breach of these terms, or from content you asked us to publish.

Ending the agreement

You can cancel at any time by writing to us, and the cancellation takes effect at the end of your current billing period. We do not lock you into a fixed term unless your order form says so, and we do not charge an exit fee.

We can end the agreement by giving you thirty days notice, or immediately if you seriously breach these terms and do not fix it within fourteen days of us asking, or if you become insolvent.

When the agreement ends, we will remove the assistant from your website, inbox and phone line, and give you an export of your data if you ask for it within thirty days. After that we delete it, except where a law requires us to keep it. Fees already paid for the current period are not refunded unless we ended the agreement without cause.

General

Changes. We may update these terms. If a change materially affects you, we will give you at least thirty days notice by email before it takes effect, and you can cancel if you do not accept it. The date at the top tells you which version you are reading.

Assignment.Neither of us can transfer this agreement without the other’s written consent, except that either of us may transfer it to a buyer of the business.

If a clause fails. If part of these terms is found unenforceable, that part is severed and the rest continues to apply.

Notices. Notices to us go to hello@yourclinicdesk.com. Notices to you go to the email address on your account.

Governing law. These terms are governed by the laws of Western Australia, and each of us submits to the courts of that state.