Terms of Service

1. Who These Terms Are Between

These Terms of Service ("Terms") are between the business operating under the name Senally and the business or clinic using the service.

The Order Form and these Terms should be read together. If they conflict, the Order Form controls for that specific client and service.

2. Accepting These Terms

You accept these Terms when you:

• Sign or approve an Order Form.
• Pay for a Senally plan or Pilot.
• Ask Senally to begin setup work.
• Use a Senally service after receiving access.

If you accept these Terms for a clinic or business, you confirm that you have permission to do so. If you do not agree with these Terms, do not use the Service.

3. What Senally Provides

Senally provides administrative voice and call-automation services for small clinics and other approved businesses (with primary focus on Medical Spas, Aesthetic Clinics, and Dental Clinics).

Depending on the Order Form, the Service may include:

• An AI voice receptionist for approved routine inbound calls.
• Human-front-desk automation after a call.
• Automation after a call handled by another AI voice system.
• Approved routine answers.
• Booking-request or callback routing.
• Human handoff and fallback rules.
• Follow-up tasks and staff notifications.
• Aggregate usage or workflow reports.
• Configuration, testing, support, and review.

Senally does not promise that every feature will be available for every phone provider, AI provider, booking system, location, language, or workflow.

4. Senally Is Not a Medical Service

Senally is an administrative automation service. It is not a medical provider, emergency service, diagnosis or treatment system, replacement for clinic staff, EHR/practice-management system, patient portal, or source of medical, legal, insurance, or financial advice.

5. AI and Human Handoff

If the Service uses an AI voice receptionist:

• The AI should identify itself as an AI system where required or appropriate.
• The AI should use only approved information and workflows.
• The AI may ask for a broad, non-clinical reason for the call.
• The AI may route a booking request or callback request according to the approved process.
• The AI should hand off or use the Client’s fallback process when a question is sensitive, clinical, uncertain, urgent, or outside the approved scope.

The Client must provide a working human handoff or fallback process. Senally does not guarantee that every handoff will be completed, that every call will be answered, or that every caller will become a customer or patient.

Senally does not automatically contact emergency services unless a separate written service agreement specifically describes a verified process. Callers must follow the Client’s published emergency instructions and local emergency procedures.

6. Pilot and Setup Work

A Pilot is a limited test of a defined workflow. The Pilot may include one location, one business number, one primary workflow, one primary language, a defined number of voice minutes, testing, and a review period.

Setup work begins when Senally starts discovery, configuration, testing, or another agreed implementation task. Senally will make reasonable efforts to complete setup within the time stated in the Order Form, if any.

Senally does not provide a general guarantee of a specific launch date, call volume, booking rate, revenue amount, or business result unless a written agreement clearly says otherwise.

7. Client Responsibilities

The Client agrees to:

• Provide accurate business information, approved hours, location details, and routine answers.
• Provide accurate handoff contacts and fallback instructions.
• Review and approve scripts, messages, routing, and stop conditions.
• Keep its phone, calendar, booking, and business systems available when needed.
• Keep account credentials and provider access secure.
• Tell Senally when business information changes.
• Train staff on handoff, review, and fallback procedures.
• Follow applicable laws and give callers any required notices or disclosures.
• Ensure the Service is not used for medical advice or emergency handling.
• Pay all approved fees on time.

8. Approved Content and Client Responsibility

The Client is responsible for the accuracy and legality of the information it approves for use (business hours, locations, public service descriptions, general pricing, booking instructions, handoff rules, deposit policies, and staff details).

Senally may refuse or pause content that appears unsafe, clinical, illegal, misleading, discriminatory, or outside the agreed scope.

9. Data and Privacy

The Service is designed to avoid patient medical information by default. The Privacy Policy explains how Senally handles information. The Client must maintain its own privacy notice and follow privacy rules applying to its business.

Senally does not claim that every configuration is HIPAA compliant. A Business Associate Agreement (BAA), data-processing agreement, or special arrangement applies only if separately reviewed, signed, and supported by actual service configuration.

Recordings, transcripts, and free-form summaries are off by default in the initial workflow unless the Order Form and actual provider setup clearly allow them.

10. Third-Party Providers

The Service may depend on third-party providers for voice, telephony, scheduling, forms, hosting, storage, support, payments, email, or analytics. Third-party providers have their own terms, privacy policies, service limits, outages, fees, and security controls.

Senally may change a provider when reasonably necessary to provide or improve the Service. If a change materially affects the Client’s agreed workflow, Senally will provide notice where reasonably possible.

11. Integrations and Custom Work

An integration is available only when the exact provider, permissions, fields, event path, and workflow have been reviewed and accepted. A provider’s name on a website or proposal does not mean a native integration exists.

Unless the Order Form clearly says otherwise, the Service does not include: EHR/practice-management write-back, patient-record sync, automatic appointment creation, clinical data transfer, or emergency-service connection.

12. Fees and Payment

Fees are shown in the Order Form, approved proposal, or checkout page (Pilot fees, setup fees, monthly fees, add-on fees, prepaid minute packs, custom integration fees, and taxes). Fees are normally billed in advance.

Senally does not charge surprise usage overages unless the Client has approved a new capacity pack or scope change in writing. If payment fails, Senally may pause nonessential work or suspend access after providing reasonable notice where possible.

13. Cancellation and Refunds

Cancellation and refund rules are explained in the Refunds and Cancellation Policy and the Order Form.

• A Pilot does not automatically renew.
• Monthly plans may be cancelled before the next billing period.
• Monthly fees already paid for the current billing period are normally not refundable.
• Setup fees are normally non-refundable after setup work begins.
• Prepaid capacity packs normally do not roll over or receive a refund after the billing period starts.

14. Ownership of Materials

15. Confidentiality

Each party should protect the other party’s non-public business information and use it only for the agreed relationship. Confidential information does not include information that is already public, known lawfully, received lawfully from third parties, or required to be disclosed by law.

16. Service Availability and Changes

Senally will make reasonable efforts to keep the Service available during agreed support periods. The Service may be unavailable due to maintenance, provider outages, network problems, incorrect Client information, or force majeure events.

17. Disclaimers

To the extent allowed by law, the Service is provided on an “as available” and “as is” basis. Senally does not promise continuous availability, that every call will be answered, that callers will become bookings, or specific revenue results.

18. Limits on Liability

To the extent allowed by law, neither party will be responsible for indirect, special, incidental, exemplary, or consequential losses (including lost profits or business interruption).

Senally’s total aggregate liability for claims connected with the Service will not exceed the amount the Client paid to Senally for the Service during the three (3) months preceding the event giving rise to the claim.

19. Client Responsibility and Indemnity

The Client is responsible for its business, staff, clinical services, emergency procedures, accuracy of approved information, and legality of use.

To the extent allowed by law, the Client agrees to protect Senally from third-party claims caused by the Client’s unlawful use, unapproved content, breach of these Terms, or failure to follow its own legal and clinical responsibilities.

20. Suspension and Termination

Senally may suspend or end the Service for non-payment, unsafe/unlawful workflow requests, restricted information submitted via unapproved channels, abuse, or security risk.

When the relationship ends, access is stopped, ongoing charges cease according to cancellation terms, and accrued payment obligations remain due.

21. Governing Law and Disputes

Before starting formal legal action, the parties agree to first attempt to resolve issues through written notice and good-faith discussion.

22. Changes to These Terms

We may update these Terms when our Service, law, providers, or business practices change. Updates will be reflected by the “Last updated” date at the top of these Terms.

23. General Terms

If one part of these Terms is unenforceable, the rest remains in effect. These Terms, the Order Form, the Privacy Policy, and any written addendum form the complete agreement between the parties. These Terms do not create a partnership, joint venture, or employment relationship.