These Terms of Service ("Terms") govern your access to and use of the ClinicOS platform, including our AI receptionist, dashboard, and related services. By creating an account or using ClinicOS, you agree to these Terms. If you do not agree, do not use our services.

1. Service Description

ClinicOS provides an AI-powered receptionist platform for healthcare providers, including automated call handling via voice AI, appointment booking, patient communication management, and clinic operations tools. The platform is delivered as a cloud-based software-as-a-service (SaaS) accessible through web browsers.

2. Account Responsibilities

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must:

Provide accurate and complete clinic information for proper AI receptionist operation
Keep your login credentials secure and notify us immediately of any unauthorized access
Ensure that all users with access to your account comply with these Terms
Maintain accurate contact information for billing and service communications

3. Service Level Agreement

ClinicOS targets 99.5% uptime for the platform, measured on a monthly basis. This target excludes:

Scheduled maintenance windows (announced with at least 48 hours' notice via email and dashboard notification)
Force majeure events (natural disasters, government actions, widespread internet outages)
Issues caused by third-party services outside our reasonable control
Downtime caused by your equipment, network, or misuse of the platform

SLA credits are not available at this time. We will communicate transparently about any outages and their resolution through our status page and email.

4. Billing & Cancellation

Payment Processing

All payments are processed by Lemon Squeezy, which acts as the merchant of record for ClinicOS subscriptions. Lemon Squeezy handles sales tax, VAT, and payment compliance on our behalf.

Subscription Plans

Basic — $99/month
Pro — $199/month
Enterprise — Custom pricing, contact sales

Free Trial

New accounts include a 7-day free trial. No credit card is required to start the trial. If you do not subscribe before the trial ends, your account will be placed in a limited read-only state.

Cancellation & Refunds

You may cancel your subscription at any time through your dashboard or by contacting support.
Cancellation takes effect at the end of the current billing period — you retain access until then.
No refunds are issued for partial months.
Overage charges (for exceeding your plan's included AI minutes) are billed at the end of each billing cycle.

5. Acceptable Use

You agree not to use ClinicOS for any of the following:

Emergency medical services — ClinicOS is not a substitute for 911 or emergency medical dispatch. Do not use the platform to handle emergency calls.
Storing PHI beyond platform scope — Do not upload or store Protected Health Information beyond what the ClinicOS system collects through normal operation (appointment metadata, call logs).
Automated or bot access — Do not access ClinicOS APIs or interfaces via automated scripts, bots, or scrapers without our prior written permission.
Reselling — Do not resell, sublicense, or white-label ClinicOS services without a written reseller agreement.
Unauthorized access — Do not attempt to access other users' data, reverse-engineer the platform, or probe for vulnerabilities.
Unlawful purposes — Do not use the service in any manner that violates applicable laws or regulations.

6. Intellectual Property

Platform IP — ClinicOS and its licensors own all intellectual property rights in the platform, including software, AI models, design, and documentation.
Customer Data — You retain ownership of all clinic data, patient interaction records, and content you provide to the platform.
AI-Generated Content — Responses generated by the AI receptionist are provided for informational and scheduling purposes only. They do not constitute medical advice, diagnosis, or treatment recommendations.
Feedback — If you provide suggestions or feedback about ClinicOS, we may use it to improve the platform without obligation to you.

7. Patient Data Processing

Regarding personal data of patients who interact with the AI receptionist:

Data Controller — Each clinic is the Data Controller (Responsable del Tratamiento) for their patients' personal data under Colombia's Law 1581 of 2012. The clinic is responsible for obtaining prior, express, and informed authorization from patients for data processing.
Data Processor — ClinicOS acts as the Data Processor (Encargado del Tratamiento), processing patient data solely according to the clinic's instructions and for the scheduling and communication purposes defined in this agreement.
Clinic obligations — The clinic must inform patients about the use of an AI receptionist and ensure that data processing authorizations cover automated voice processing and appointment information.

8. Data Portability

We believe your data belongs to you. ClinicOS provides the following data export options:

Pro plan — CSV export of appointment data, call logs, and clinic profiles via the dashboard.
Enterprise plan — Full API access for programmatic data retrieval and integration with third-party systems.
All plans — Upon request, we will provide a complete export of your data within 30 days. Contact support@clinic-os.co.

9. Limitation of Liability

ClinicOS is provided "as is" and "as available." To the maximum extent permitted by law:

We are not liable for missed calls, scheduling errors, or AI response inaccuracies.
We are not liable for any indirect, incidental, special, consequential, or punitive damages.
Our total aggregate liability is limited to the fees you paid to ClinicOS in the 12 months preceding the claim.
We do not warrant that the service will be uninterrupted, error-free, or meet your specific requirements.

10. Dispute Resolution

Governing Law

These Terms are governed by the laws of the Republic of Colombia, without regard to conflict of law provisions.

Resolution Process

Step 1: Good-faith negotiation — Both parties will attempt to resolve disputes through direct negotiation for at least 30 days.
Step 2: Mediation — If negotiation fails, disputes will be submitted to mediation administered in Bogotá, Colombia.
Step 3: Arbitration — If mediation fails, disputes will be resolved by binding arbitration under Colombian arbitration law.

Claims that qualify for small claims court in your jurisdiction may be brought there instead.

11. Termination

By you — You may terminate your account at any time by cancelling your subscription and requesting account deletion through the dashboard.
By ClinicOS (with notice) — We may suspend or terminate your account for violation of these Terms with 7 days' written notice, giving you an opportunity to cure the violation.
By ClinicOS (immediate) — We may immediately suspend access without notice if we determine there is an active security threat, fraud, or illegal activity associated with your account.
Post-termination data — After termination, your data will remain available for export for 30 days. After that period, it will be permanently deleted in accordance with our data retention policy.

12. Contact

For questions about these Terms, contact us at legal@clinic-os.co.

Last updated: March 2026