Terms of Service

• "clinicpilot", "we", "us" — the operator of this Service (see footer for the trading entity).
• "Clinic", "you" — the legal entity that registers and uses the Service.
• "Service" — the clinicpilot software-as-a-service platform.
• "Patient Data" — the personal data about your patients that you import or sync.
• "Pilot" — the free 30-day trial period that begins when you create your account.
• "Subscription" — any paid plan (Recovery or Workforce) that follows the Pilot.
• "DPA" — the Data Processing Agreement between you (controller) and us (processor) for Patient Data.

To use the Service you must be (a) a UK-registered aesthetic, wellness, or healthcare clinic; (b) at least 18 years old; and (c) authorised to bind the Clinic to these Terms. The Service is offered to businesses only, not to consumers, and is not intended for use by patients.

We provide a software platform that helps clinics schedule, send, and classify retention and rebooking messages to their patients via SMS and WhatsApp. We may modify, add, or remove features at our discretion. We will give reasonable notice of material adverse changes affecting features that you actively use.

Pilot. Every Clinic begins with a 30-day Pilot. No payment card or contract is required. The Pilot ends automatically after 30 days unless you elect to convert to a paid Subscription.

Pilot success metric. "Beat your manual recall" — referenced in our marketing — is defined as: during the Pilot, achieving both (i) a reply rate of 25% or higher on outbound retention messages, and (ii) an attributed rebook rate of 8% or higher, calculated against the patient list you imported. We provide a written report at the end of the Pilot showing the actual numbers.

What happens if we don't hit it. If we do not hit both metrics during the Pilot, you owe nothing for the Pilot period and may close your account. There is no automatic carry-over to a paid Subscription.

Paid Subscriptions. Recovery (10% of attributed rebook revenue, capped at £2,500/month for the first three months) and Workforce (£1,499/month flat) are billed in arrears on the first business day of the following month. You may cancel at any time with 30 days' notice; no refunds are given for partial periods already invoiced.

Attribution rules. A rebook is "attributed" only when the patient receives an outbound message from clinicpilot, replies indicating intent to book, and a confirmed booking is recorded in your PMS within 14 days of the reply. Bookings outside that window or via channels we did not touch are not counted. We err toward under-attribution.

By using the Service you warrant that:

• You have the legal authority to import Patient Data and to instruct us to send messages to those patients on your behalf.
• You have obtained the necessary consent under PECR for marketing communications, or have another lawful basis under UK GDPR for transactional communications.
• You will keep your patient consent records up to date in your PMS and reflect them in the data you import (the consent_marketing column).
• You will not use the Service to advertise prescription-only medicines to members of the public, or in any other way that breaches the Human Medicines Regulations 2012, the CAP Code, or guidance from the MHRA, ASA, JCCP, or other applicable regulators.
• You will keep your account credentials secure and notify us promptly of any suspected unauthorised access.
• You will not use the Service for spam, harassment, or any unlawful purpose.

For Patient Data, you are the data controller and we are the data processor. Our processing is governed by the DPA, which is incorporated into these Terms by reference and is available on request from dpa@clinicpilot.co.uk. See also our Privacy Policy and GDPR & data page.

You retain ownership of all Patient Data. We process it only to provide the Service and on your documented instructions.

We own all intellectual property in the Service, including the platform, the engine logic, the UI, documentation, and any aggregate, anonymised insights derived from operating it. You retain all rights in your Patient Data, your clinic content, and any templates you author. You grant us a limited, royalty-free licence to process your data solely to provide the Service to you.

Each party will keep the other's non-public business information confidential and use it only to perform under these Terms. This obligation survives termination for two years.

We work hard to keep the Service available, but we do not guarantee uninterrupted or error-free operation. The Service is provided "as is" and we disclaim all implied warranties to the maximum extent permitted by law, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

Cap. Our total aggregate liability under these Terms is limited to the fees you have paid us in the 12 months immediately preceding the event giving rise to the claim. For Pilot users who have not yet paid, our liability is capped at £100.

Exclusions. We are not liable for indirect, special, incidental, consequential, or punitive damages, loss of profits, loss of revenue, loss of goodwill, or loss of data — even if advised of the possibility of such damages.

What we don't limit. Nothing in these Terms limits or excludes liability for (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation; or (iii) anything else that cannot lawfully be limited or excluded under English law.

You will indemnify and hold us harmless against any third-party claim arising from (i) Patient Data you imported without lawful basis, consent, or appropriate authority; (ii) your breach of section 5 above; or (iii) any claim by your patients that arises from your underlying clinical, marketing, or commercial relationship with them rather than from a defect in the Service.

By you. You may terminate your account at any time from the dashboard or by emailing hello@clinicpilot.co.uk. Termination is effective at the end of the current billing period.

By us. We may suspend or terminate your account immediately for material breach of these Terms (including non-payment, abusive use, or breach of section 5), or with 30 days' notice for any other reason.

On termination. Your account is closed, your Patient Data is deleted within 30 days (unless you request earlier deletion or a longer retention period for legal reasons), and any unpaid invoices remain due. Sections 6–11, 13, and 14 survive termination.

We may update these Terms from time to time. Material changes will be notified to the account email address with at least 30 days' notice. Continued use of the Service after the effective date of an update constitutes acceptance.

These Terms and any non-contractual obligation arising out of them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute. Before issuing proceedings, both parties agree to attempt to resolve any dispute in good faith for 30 days following written notice.

Questions about these Terms? Email hello@clinicpilot.co.uk.