Terms of Service

• “Terionlabs”, “we”, “us”, “our”: Terionlabs Technologies Private Limited, a company incorporated in India.
• “Service”: The AI Voice Receptionist platform, including the web dashboard, API, WebSocket voice service, WhatsApp reminder system, and all associated features.
• “Customer” or “you”: The clinic operator or organisation that subscribes to the Service.
• “End User”: A clinic patient who interacts with the AI via phone call.
• “Content”: All data, audio, transcripts, appointments, and other information processed through the Service.
• “Subscription Plan”: The pricing tier (Starter, Growth, or Enterprise) selected by the Customer.

2.1 To use the Service, you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account.

2.2 You must be at least 18 years old and have the legal authority to enter into binding contracts on behalf of your clinic or organisation.

2.3 You agree to notify us immediately of any unauthorised access to your account at legal@terionlabs.com.

2.4 We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe pose a security risk to the platform.

3.1 You may use the Service solely for lawful healthcare appointment management and patient communication purposes within your registered clinics.

3.2 You must not:

• Use the Service for any unlawful purpose or in violation of applicable Indian laws, including the IT Act 2000, DPDP Act 2023, or Telecom Regulatory Authority of India (TRAI) regulations.
• Reverse-engineer, decompile, or create derivative works of any part of the Service.
• Use the Service to transmit spam, unsolicited communications, or content that is defamatory, harassing, or obscene.
• Attempt to gain unauthorised access to other customers' data or the Service's underlying infrastructure.
• Resell or sublicense access to the Service without our prior written consent.
• Use the Service in any manner that could impair, disable, or overburden our infrastructure.
• Impersonate any person or entity or misrepresent your affiliation with any person or entity.

4.1 The Service is provided on a subscription basis. Fees are as described on our Pricing page and in your Order Form (if applicable).

4.2 All fees are in Indian Rupees (INR) and exclusive of Goods and Services Tax (GST). Applicable GST will be added at checkout.

4.3 Subscriptions are billed monthly or annually in advance. Payments are due on the billing date shown in your account.

4.4 We use secure third-party payment processors (Razorpay or Stripe). We do not store your full payment card details.

4.5 No refunds are issued for partial months or unused features, except where required by applicable Indian consumer protection law or at our sole discretion.

4.6 If payment fails, we will notify you and provide a 7-day grace period. After that, your account may be suspended until payment is received.

5.1 We may offer a 14-day free trial. No credit card is required to start a trial.

5.2 At the end of the trial, you may choose a paid Subscription Plan. If you do not subscribe, your account and associated data will be retained for 30 days and then permanently deleted.

5.3 We reserve the right to modify or discontinue free trials at any time without notice.

6.1 Terionlabs IP: All software, algorithms, AI models, trademarks, logos, and documentation comprising the Service are the exclusive intellectual property of Terionlabs. These Terms grant you a limited, non-exclusive, non-transferable licence to use the Service during your active Subscription.

6.2 Your Content: You retain all rights to Content you input into the Service (clinic configurations, patient data, etc.). You grant Terionlabs a limited licence to process that Content solely to provide the Service.

6.3 Feedback: Any suggestions or feedback you provide may be used by Terionlabs to improve the Service without any obligation to you.

6.4 The Terionlabs name, logo, and “AI Voice Receptionist” mark are trademarks of Terionlabs. You may not use them without our prior written consent.

7.1 You, as the Clinic Operator and Data Fiduciary, are solely responsible for obtaining all required patient consents prior to deploying the AI receptionist, including consent for AI call handling, audio processing, and WhatsApp messaging.

7.2 You must comply with all applicable laws, including the DPDP Act 2023, Information Technology Act 2000, and applicable TRAI guidelines on automated calling.

7.3 You are responsible for displaying appropriate disclosures to patients that calls may be handled by an AI system.

7.4 You must not use the Service for emergency medical triage, critical care decisions, or any function requiring real-time human clinical judgment.

8.1 Terionlabs targets 99.5% monthly uptime for the core voice and dashboard services, excluding scheduled maintenance and force majeure events.

8.2 Scheduled maintenance windows will be communicated at least 48 hours in advance via dashboard notification or email.

8.3 Service Level Agreement (SLA) credits, if applicable, are available only under Enterprise plans and as specified in your Order Form.

9.1 Each party agrees to keep confidential all non-public information of the other party obtained through the Service (“Confidential Information”).

9.2 Confidential Information shall not include information that: (a) is or becomes publicly known through no fault of the receiving party; (b) was rightfully known before disclosure; or (c) is required to be disclosed by law or court order.

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

TERIONLABS DOES NOT WARRANT THAT: (A) THE SERVICE WILL BE UNINTERRUPTED OR ERROR-FREE; (B) AI TRANSCRIPTIONS OR RESPONSES WILL BE ACCURATE; OR (C) THE SERVICE WILL MEET ALL YOUR REQUIREMENTS.

11.1 TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TERIONLABS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF REVENUE, DATA, OR GOODWILL.

11.2 OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIMS ARISING UNDER OR RELATED TO THESE TERMS SHALL NOT EXCEED THE FEES PAID BY YOU IN THE THREE (3) MONTHS PRECEDING THE CLAIM.

11.3 NOTHING IN THESE TERMS LIMITS LIABILITY FOR FRAUD, GROSS NEGLIGENCE, OR WILFUL MISCONDUCT.

You agree to indemnify, defend, and hold harmless Terionlabs and its officers, employees, and agents from any claims, liabilities, damages, or expenses (including reasonable legal fees) arising from: (a) your use of the Service in violation of these Terms; (b) your breach of any applicable law; or (c) your failure to obtain required patient consents.

13.1 These Terms commence on your first use of the Service and continue until terminated.

13.2 You may terminate your subscription at any time via the dashboard. Termination takes effect at the end of the current billing period.

13.3 We may terminate your access immediately if you materially breach these Terms, become insolvent, or cease to operate as a healthcare facility.

13.4 Upon termination, your right to access the Service ceases. We will retain your data for 90 days post-termination, after which it will be permanently deleted.

14.1 These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts located in Ahmedabad, Gujarat, India.

14.2 Before initiating formal proceedings, the parties agree to attempt good-faith negotiation for 30 days. Failing that, disputes shall be resolved by arbitration under the Arbitration and Conciliation Act, 1996 (as amended), with a single arbitrator mutually agreed upon.

We may modify these Terms at any time. Material changes will be notified by email to your registered address at least 15 days before they take effect. Your continued use of the Service after the effective date constitutes acceptance of the modified Terms.

16.1 Entire Agreement: These Terms, together with our Privacy Policy and any Order Form, constitute the entire agreement between you and Terionlabs regarding the Service.

16.2 Severability: If any provision is held invalid, the remaining provisions continue in full force.

16.3 Waiver: Our failure to enforce any right does not constitute a waiver of that right.

16.4 Assignment: You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger or acquisition.

16.5 Force Majeure: Neither party is liable for delays caused by circumstances beyond their reasonable control, including acts of God, government actions, or internet outages.