These Terms of Service ("Terms") govern your access to and use of the Cliniflo platform ("Cliniflo", "Service", "we", "our", "us"). By creating an account or using the Service, you ("Customer", "you") agree to these Terms. If you do not agree, do not use the Service.
Cliniflo is operated by Reece Gunningham, United Kingdom. Contact: reece@cliniflo.app.
1. Beta service, AI outputs and preliminary suitability screening
1.1 Beta status
The Customer acknowledges that Cliniflo is currently provided as a beta service and remains under active development. Features may be modified, added, restricted, suspended or withdrawn as the Service is tested and improved.
The Service may contain defects, experience interruptions or generate communications that are inaccurate, incomplete, inappropriate or unintended.
1.2 AI-generated communications
Cliniflo uses artificial intelligence and automated processes to communicate with patients and prospective patients on behalf of the Customer.
The Service may support:
- (a) responding to enquiries;
- (b) providing general and Customer-approved service information;
- (c) lead qualification;
- (d) preliminary treatment recommendations based on Customer-approved information;
- (e) appointment booking, rescheduling and cancellation;
- (f) payment and deposit collection;
- (g) reminders and follow-up communications; and
- (h) preliminary suitability screening.
AI-generated communications must not be treated as guaranteed to be complete, accurate or appropriate in every circumstance.
1.3 Preliminary suitability screening
Cliniflo may assist with preliminary suitability screening by:
- (a) asking questions supplied or approved by the Customer;
- (b) recording and summarising the answers provided;
- (c) comparing those answers against Customer-approved criteria;
- (d) identifying responses that may require further review; and
- (e) referring or escalating the enquiry to the Customer where appropriate.
Any screening result produced by Cliniflo is provisional. It does not constitute a diagnosis, personalised medical advice, confirmation that a treatment is safe or a final determination of clinical suitability.
The Customer must ensure that a suitably qualified healthcare professional makes or approves the final clinical suitability decision before treatment is provided. No patient may be treated solely on the basis of a Cliniflo screening result.
1.4 Customer responsibilities
The Customer is responsible for:
- (a) supplying accurate and current information about its treatments, prices, policies, contraindications, suitability questions and escalation procedures;
- (b) reviewing and approving the information, screening criteria and instructions used by Cliniflo;
- (c) ensuring that its suitability criteria have been prepared or approved by an appropriately qualified healthcare professional;
- (d) maintaining a monitored route through which Cliniflo can refer questions or conversations to the Customer;
- (e) reviewing conversations, screening summaries, alerts and escalations within a reasonable period;
- (f) making all final clinical decisions;
- (g) ensuring that Cliniflo is not represented to patients as a doctor, nurse or replacement for a qualified healthcare professional;
- (h) ensuring that patients receive any legally required privacy information, consent information and treatment documentation; and
- (i) promptly correcting inaccurate information and notifying Cliniflo of any suspected error, inappropriate response, security concern or unexpected behaviour.
1.5 Unrecognised and out-of-scope enquiries
Cliniflo cannot anticipate every statement, question or circumstance that may arise during a conversation.
Where an enquiry is unclear, outside the information approved by the Customer, potentially clinical in nature or otherwise unsuitable for an automated response, the Service may request clarification, explain that it cannot provide an answer or refer the conversation to the Customer.
The Customer acknowledges that the Service may not identify every relevant contraindication, risk factor or unusual circumstance disclosed by a patient.
1.6 Clinical advice and emergencies
Cliniflo may provide general information that has been supplied or approved by the Customer, but it is not an emergency service and must not be used to diagnose medical conditions, prescribe treatment, provide instructions concerning prescription medication or respond to medical emergencies.
The Customer must maintain appropriate procedures for clinical questions, adverse reactions, safeguarding concerns, complaints and emergencies.
1.7 Human oversight
The Customer must maintain appropriate human oversight of the Service throughout the beta period. The Customer must not configure, instruct or permit Cliniflo to make unsupervised clinical decisions or to override the judgement of an appropriately qualified healthcare professional.
1.8 Cliniflo's responsibilities
Cliniflo will use reasonable skill and care in providing the Service and will maintain reasonable technical and organisational safeguards appropriate to the nature of the Service.
However, Cliniflo does not warrant that the beta Service will be uninterrupted or error-free, that every communication will be accurate or appropriate, or that every message requiring human review will be identified automatically.
Cliniflo will investigate reported errors and incidents and may modify, restrict or suspend relevant functionality where reasonably necessary to protect patients, Customers or the security and integrity of the Service.
1.9 Liability
This section is subject to the exclusions and limitations set out in clause 12 (Limitation of liability). Nothing in this section excludes or limits any liability that cannot lawfully be excluded or limited.
2. The Service
Cliniflo is an AI-powered lead-response, booking and follow-up platform for clinics. It handles inbound and outbound conversations on the channels you connect, which may include WhatsApp, AI voice calls, SMS, email, Meta (Facebook and Instagram) Lead Ads and a booking calendar you embed on your own website.
Cliniflo sits on top of your existing booking system rather than replacing it. Supported booking destinations currently include Wix Bookings, Google Calendar and other systems connected through a secure HTTP integration set up during onboarding. Deposits and payments are taken through your own Stripe account.
Cliniflo does not replace your booking system, payment processor, telephony provider or messaging provider. It works on top of the accounts and integrations you connect.
3. Your account
- You must be at least 18 and have the authority to bind your business to these Terms.
- You are responsible for keeping your login credentials secure and for all activity under your account.
- You must provide accurate information and keep it up to date.
- One account per business. You must not share a single account across unrelated businesses.
- Signing up is free. A free account can build and test a full setup, but a paid plan is required to go live with real patients.
4. Your responsibilities
As the person connecting external services to Cliniflo, you are responsible for:
- Having the legal right to contact the people you reach through the Service — by WhatsApp, SMS, email or automated voice call — including satisfying Meta's policies, UK PECR, and any applicable opt-in requirements.
- Ensuring your use of Google APIs (if connected) complies with Google's policies and your Google Workspace agreement.
- Making sure your Customers (your leads / End Users) have been given appropriate privacy notices before you process their data, including notice that calls may be recorded or transcribed where you enable AI voice calls.
- The accuracy of all configuration you enter — business hours, services, prices, deposit amounts, suitability questions, templates and follow-up cadences.
- The content of any AI reply or AI voice call made on your behalf. You can review, edit and override all template copy, prompts and cadences, and pause the Service at any time.
5. AI provider and AI usage
AI features are included in your plan by default. Cliniflo contracts with the AI provider (currently OpenAI), pays for that usage, and measures it against your plan's monthly task allowance. You do not need your own AI account to use the Service.
Optionally, you may connect your own OpenAI API key in Integrations ("bring your own key"). If you do, that key is used for your tenant instead, OpenAI bills you directly, your AI usage is not counted against your plan allowance, and you — not Cliniflo — are OpenAI's contracting customer for that usage. OpenAI's terms apply to it.
We may change AI provider or model where reasonably necessary for performance, cost, availability or safety. Either way, End User data is sent to the AI provider only to generate replies and screening summaries for your clinic, as described in our Privacy Policy.
6. Plans, payments and subscriptions
- Paid plans are sold by monthly task allowance. A "task" is a chargeable action the platform performs for you — for example an AI reply, an outbound follow-up, a voice call, a booking write or a reminder.
- Plans may be billed monthly or yearly. Yearly billing is discounted; the discount in force is shown on the pricing page at the time of purchase.
- If you exceed your allowance, the Service keeps running and additional tasks are billed as overage at the per-task rate shown on the pricing page. We do not stop responding to your patients mid-conversation because an allowance ran out.
- A one-off onboarding and setup fee applies to new clinics and is charged on your first invoice alongside the subscription. The amount depends on whether you are a single site or a multi-site group and is shown before you pay. We may waive or discount it at our discretion.
- There is no free trial period; the free tier exists instead so you can build and test your setup before paying.
- Fees are quoted in GBP unless stated otherwise and are exclusive of VAT.
- Payments are processed by Stripe. You agree to Stripe's terms.
- Subscriptions renew automatically until cancelled.
- Refunds are at our discretion; the one-off setup fee is non-refundable once work has begun.
Separately, when your End Users pay a deposit via the Stripe link Cliniflo sends, those funds are paid directly into your Stripe account. Cliniflo does not take custody of customer-deposit funds.
7. Acceptable use
You agree not to use Cliniflo to:
- Send unsolicited marketing (SPAM) or messages that breach Meta's WhatsApp policies.
- Contact anyone who has opted out or requested no contact.
- Impersonate any person, or make false claims about your business, products, or affiliations.
- Present the AI as a human clinician, or as a doctor, nurse or replacement for a qualified healthcare professional.
- Store or transmit malware, viruses, or data you do not have the right to process.
- Circumvent rate limits or usage allowances, reverse-engineer the Service, or resell it without written permission.
- Make or support high-risk decisions (medical diagnosis, legal advice, safety-critical systems) without appropriate human oversight.
We may suspend or terminate your account without notice for breaches of this section or of applicable law.
8. Intellectual property
- Cliniflo and all associated software, branding, and documentation are owned by us and licensed (not sold) to you.
- You retain full ownership of your business data, customer data, templates, and configurations.
- You grant us a limited, non-exclusive licence to process your data solely to provide the Service and as described in our Privacy Policy.
9. Service availability
We aim for high availability but do not guarantee uninterrupted Service. Cliniflo depends on third-party providers (Meta, Google, Stripe, OpenAI, Vapi for voice, Resend for email and your booking system) — outages in those services may affect Cliniflo. We will make reasonable efforts to notify Customers of planned downtime in advance.
10. Suspension and termination
- You may cancel your subscription at any time. The Service will remain active until the end of the current billing period.
- We may suspend or terminate your account for non-payment, breach of these Terms, or at the direction of a third-party provider (e.g. Meta removing your WhatsApp access).
- On termination we will retain and delete your data in accordance with our Privacy Policy. You may export conversations and bookings from the app before closing your account.
11. Warranties and disclaimers
The Service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, express or implied, including fitness for a particular purpose, merchantability, and non-infringement.
AI-generated content may contain errors. You are responsible for reviewing templates and prompts and for monitoring AI replies, voice calls and screening summaries produced on your behalf. Cliniflo includes a master "Paused" switch and a Resume Queue so you can take over at any time.
12. Limitation of liability
To the maximum extent permitted by law, in no event shall Cliniflo, its operator, or its suppliers be liable for: (a) any indirect, incidental, special, consequential, or punitive damages; (b) loss of profits, revenue, or goodwill; or (c) amounts exceeding the fees you paid to Cliniflo in the 12 months preceding the event giving rise to the claim.
Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, or for fraud.
13. Indemnity
You agree to indemnify and hold Cliniflo harmless from any claims arising from your breach of these Terms, your violation of any law, your misuse of the Service, or the content you send to End Users through the Service.
14. Changes to these Terms
We may update these Terms from time to time. Material changes will be notified by email at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the new Terms.
15. Governing law
These Terms are governed by the laws of England and Wales. You and Cliniflo submit to the exclusive jurisdiction of the courts of England and Wales, except that either party may seek injunctive relief in any court of competent jurisdiction.
16. Contact
Questions about these Terms: reece@cliniflo.app.