ReceptionBuddy Terms of Service

ReceptionBuddy provides an AI-powered virtual receptionist designed to assist medical and allied health practices with routine reception tasks.

Depending on your configuration and connected systems, ReceptionBuddy may assist with functions including:

• answering incoming telephone calls;
• responding to common questions about your practice;
• checking appointment availability;
• booking appointments;
• rescheduling appointments;
• cancelling appointments;
• identifying patients for appointment-management purposes;
• taking and forwarding messages;
• interacting with connected practice-management software such as Cliniko; and
• providing call, appointment and usage reporting.

Features may change as ReceptionBuddy develops.

ReceptionBuddy uses artificial intelligence and automated systems.

Your callers may interact with an AI-generated voice and automated decision-making systems when using ReceptionBuddy.

AI systems can occasionally misunderstand callers, produce incorrect responses or fail to complete a request.

ReceptionBuddy includes safeguards intended to reduce these risks, but we do not guarantee that every conversation, transcription, response or action will be error-free.

You are responsible for determining whether ReceptionBuddy is suitable for your practice and for appropriately supervising its use.

ReceptionBuddy provides administrative and reception functionality.

ReceptionBuddy does not provide:

• medical advice;
• diagnosis;
• treatment recommendations;
• clinical triage;
• emergency medical services; or
• professional healthcare advice.

You must not configure or use ReceptionBuddy as a substitute for appropriate clinical judgement, emergency services or qualified healthcare professionals.

Your practice remains responsible for all healthcare services provided to patients.

ReceptionBuddy is not an emergency service.

You must not rely on ReceptionBuddy to identify, assess or manage medical emergencies.

You are responsible for maintaining appropriate procedures for emergency calls and ensuring patients have appropriate information about how to obtain urgent or emergency assistance.

ReceptionBuddy's behaviour depends on information and settings supplied by you and information available through connected systems.

You are responsible for keeping information accurate and current, including where applicable:

• clinic locations;
• opening hours;
• practitioners;
• services;
• appointment types;
• practitioner availability;
• booking rules;
• cancellation rules;
• FAQs and clinic information;
• message recipients; and
• connected system configuration.

ReceptionBuddy is not responsible for an incorrect outcome caused by inaccurate, incomplete or outdated information supplied by you or contained in a connected system.

ReceptionBuddy may connect to third-party products and services such as Cliniko, telephony providers, payment providers and other systems.

Your use of those third-party services remains subject to their own terms and policies.

ReceptionBuddy does not control the availability, accuracy or performance of third-party services.

An outage, API change, configuration change, permission change or other problem affecting a third-party service may temporarily prevent ReceptionBuddy from performing certain functions.

Where ReceptionBuddy cannot safely perform an appointment action, it may refuse or stop the action rather than attempt to guess.

You acknowledge that ReceptionBuddy may process personal information and sensitive or health-related information concerning your patients and callers in order to provide the service.

You are responsible for ensuring that:

• you have the lawful authority to provide or make that information available to ReceptionBuddy;
• your use of ReceptionBuddy complies with applicable privacy, health-records and other laws;
• appropriate notices are provided to patients and callers;
• your own privacy policy accurately describes your use of ReceptionBuddy and AI/automated reception technology where required; and
• your staff use ReceptionBuddy appropriately.

ReceptionBuddy will handle personal information in accordance with our Privacy Policy and applicable law.

ReceptionBuddy may process audio from calls and generate transcripts or other call records where required to provide, monitor, secure and improve the service.

You are responsible for ensuring that your use of call recording, transcription and AI processing complies with laws applicable to your practice and callers, including any notification or consent requirements.

You must not intentionally use ReceptionBuddy to unlawfully monitor or record individuals.

ReceptionBuddy may perform appointment actions in connected practice-management systems when enabled by your clinic.

These may include creating, rescheduling or cancelling appointments.

ReceptionBuddy uses safeguards designed to verify appointment actions before reporting them as successful.

However, appointment availability may change, connected systems may become unavailable, and callers may provide inaccurate or ambiguous information.

Your practice remains responsible for its appointment book and should maintain reasonable processes for reviewing appointment activity.

ReceptionBuddy may request information from callers to identify patients or determine whether information about an existing appointment may safely be disclosed or changed.

ReceptionBuddy may refuse to disclose information or perform an action when it cannot sufficiently establish the required information or authority.

You agree not to disable, circumvent or intentionally weaken privacy or verification safeguards provided by ReceptionBuddy.

ReceptionBuddy may provide or configure a telephone number for use with the service.

Unless expressly agreed otherwise:

• the number remains part of the ReceptionBuddy service;
• you do not acquire ownership of the telephone number;
• availability of particular numbers is not guaranteed; and
• continued use of the number may depend on maintaining an active ReceptionBuddy subscription.

Your existing practice telephone number may remain with your existing telecommunications provider and may be forwarded to ReceptionBuddy.

You must not use ReceptionBuddy:

• unlawfully;
• fraudulently or deceptively;
• to harass, threaten or harm another person;
• to obtain unauthorised access to patient information;
• to circumvent security or patient-verification controls;
• to provide automated medical diagnosis or treatment advice;
• to interfere with ReceptionBuddy's systems or infrastructure;
• to reverse engineer or attempt to extract confidential system instructions or credentials;
• to transmit malware or malicious code; or
• in a manner that materially interferes with other customers' use of the service.

We may restrict or suspend access where reasonably necessary to protect patients, customers, ReceptionBuddy or third parties.

You are responsible for maintaining the security of your ReceptionBuddy account and controlling access by your staff.

You must promptly notify us if you believe your account or connected credentials have been compromised.

ReceptionBuddy is provided on a subscription basis.

Your plan, included usage, additional usage charges and current pricing are displayed when you subscribe and/or within ReceptionBuddy.

Unless otherwise stated, fees are charged in Australian dollars and applicable taxes may be added where required.

You authorise our payment provider to charge applicable subscription and usage fees using your selected payment method.

Some ReceptionBuddy plans include a specified allowance of call minutes or other usage.

Usage above the included allowance may incur additional charges at the rate applicable to your plan.

ReceptionBuddy may measure call usage in seconds and convert it into billable usage in accordance with your plan.

If payment fails, we may allow a temporary grace period during which ReceptionBuddy continues operating.

If payment remains outstanding after the applicable grace period, ReceptionBuddy may pause Ava's ability to answer calls until the account becomes entitled to service again.

You remain responsible for outstanding amounts properly incurred.

You may cancel your ReceptionBuddy subscription through the available billing facilities.

Where cancellation is scheduled for the end of your current paid billing period, you may continue using ReceptionBuddy until that period ends.

Once your subscription has ended, Ava may stop answering calls.

Unless otherwise stated, cancellation does not automatically delete your ReceptionBuddy account, historical records or connected clinic configuration.

We aim to provide a reliable service but do not guarantee uninterrupted or error-free availability.

ReceptionBuddy may occasionally be unavailable due to:

• maintenance;
• third-party outages;
• telecommunications failures;
• Cliniko or other integration failures;
• internet or infrastructure failures; or
• circumstances outside our reasonable control.

We may modify, improve, replace or discontinue features from time to time.

Where a change materially reduces a core paid feature, we will take reasonable steps to notify affected customers where appropriate.

Customer support is available through the ReceptionBuddy support facilities and at:

support@growyourpractice.com.au

We may use relevant account and technical information to investigate support requests, subject to our Privacy Policy.

ReceptionBuddy and its software, branding, designs, documentation and underlying technology are owned by or licensed to us.

We grant you a limited, non-exclusive, non-transferable right to use ReceptionBuddy during your subscription for your internal business purposes.

You retain ownership of information and content you provide to ReceptionBuddy.

Each party must take reasonable steps to protect confidential information received from the other party and must not disclose it except:

• as required to provide or receive the service;
• to professional advisers or service providers subject to appropriate obligations;
• with the other party's permission; or
• as required by law.

We may use trusted service providers to operate ReceptionBuddy, including providers of:

• cloud infrastructure;
• artificial intelligence;
• telecommunications;
• email;
• payment processing;
• analytics and monitoring; and
• practice-management integrations.

Our handling of personal information is described in our Privacy Policy.

We use reasonable technical and organisational measures designed to protect ReceptionBuddy and information processed through it.

However, no internet-based service can guarantee absolute security.

You must also take reasonable steps to protect your account, devices, staff access and connected systems.

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including rights that may apply under the Australian Consumer Law.

To the extent permitted by law, we are not liable for indirect or consequential loss arising from use of ReceptionBuddy.

Where our liability can lawfully be limited, our liability will be limited to the extent permitted by applicable law.

To the extent permitted by law, you are responsible for loss arising from your unlawful use of ReceptionBuddy, your material breach of these Terms, or information or instructions supplied by you that you were not authorised to provide.

This clause does not require you to indemnify us for loss caused by our own negligence, wrongful act or breach of these Terms.

We may suspend or terminate access where reasonably necessary because:

• fees remain unpaid;
• you materially breach these Terms;
• continued operation creates a material security, privacy or legal risk;
• ReceptionBuddy is being used unlawfully; or
• we are required to do so by law.

Where reasonable, we will provide notice and an opportunity to remedy the issue.

We may update these Terms from time to time.

If we make a material change affecting existing customers, we will take reasonable steps to notify you.

Your continued use after an updated version takes effect constitutes acceptance to the extent permitted by law.

These Terms are governed by the laws of New South Wales, Australia.

The parties submit to the courts having jurisdiction in New South Wales, subject to any rights that cannot lawfully be excluded.

Questions about these Terms can be sent to:

Email: support@growyourpractice.com.au