Terms and Conditions

These Terms and Conditions (“Terms”) govern access to and use of OsteoDesk (“we”, “us”, “our”), an AI-powered call handling and appointment booking service for healthcare clinics.

By using the Service, you (“Customer”, “you”) agree to be bound by these Terms.

OsteoDesk provides an automated receptionist service which:

• Answers incoming patient calls
• Collects information from callers
• Identifies patient needs based on caller input
• Routes enquiries and books appointments into third-party systems such as Cliniko

The Service is provided on a subscription basis to clinics and healthcare providers.

OsteoDesk is a non-clinical, administrative tool.

• It does not provide medical advice, diagnosis, or treatment
• It does not perform clinical triage or assess urgency
• It does not make healthcare or clinical decisions

The Service is limited to administrative call handling, information collection, and appointment booking.

The Customer is solely responsible for:

• Clinical decisions
• Patient care
• Determining appropriate treatment pathways

Patients should always consult a qualified healthcare professional.

The Customer acknowledges that:

• The Service operates using automated systems and artificial intelligence
• Information provided by callers may be incomplete, unclear, or inaccurate
• Speech recognition and interpretation may contain errors
• Outputs, summaries, and routing decisions may not always be correct

OsteoDesk does not guarantee:

• Accurate understanding of all caller input
• Correct routing to the most appropriate practitioner
• That all calls will result in successful bookings
• That no bookings or opportunities will be missed

The Customer is responsible for verifying:

• Appointment details
• Patient information
• Any information relevant to patient care

The Service operates in real time and depends on multiple technical systems.

Performance may be affected by:

• Network or connectivity issues
• Telephony provider limitations
• AI model limitations
• System outages or maintenance

We do not guarantee uninterrupted or error-free operation.

The Customer agrees to:

• Use the Service in compliance with all applicable laws and regulations
• Inform patients that calls may be handled by an automated system
• Provide appropriate privacy notices to patients
• Monitor and verify bookings and call outcomes
• Maintain responsibility for all clinical decisions and patient care

For the purposes of the UK GDPR:

• The Customer is the data controller
• OsteoDesk acts as a data processor

A separate Data Processing Agreement (DPA) governs the processing of personal data.

OsteoDesk processes personal data only on the documented instructions of the Customer.

The Service relies on third-party providers, including:

• Practice management systems (e.g. Cliniko)
• Telephony providers
• AI and transcription services
• Cloud infrastructure providers

OsteoDesk is not responsible for:

• Failures, delays, or errors caused by third-party services
• Data loss or inaccuracies arising from third-party systems

• The Service is provided on a subscription basis
• Pricing and billing terms will be agreed separately
• Failure to pay may result in suspension or termination

All intellectual property rights in the Service remain the property of OsteoDesk.

The Customer is granted a limited, non-exclusive, non-transferable licence to use the Service.

The Customer must not:

• Use the Service for unlawful or fraudulent purposes
• Attempt to reverse engineer or interfere with the system
• Use the Service in a way that may cause harm to patients or others
• Input or process data in breach of applicable laws

We aim to provide a reliable service but do not guarantee:

• Continuous availability
• Error-free performance

We may suspend or modify the Service for maintenance, updates, or operational reasons.

To the fullest extent permitted by law:

OsteoDesk shall not be liable for:

• Any indirect, incidental, or consequential loss
• Loss of revenue, profits, business, or opportunity
• Missed bookings or lost patients
• Errors in call handling, transcription, or routing
• Any clinical outcomes or patient care decisions

OsteoDesk's total liability shall be limited to the amount paid by the Customer in the preceding 12 months.

Nothing in these Terms excludes liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any liability which cannot be excluded under applicable law

The Customer agrees to indemnify OsteoDesk against any claims arising from:

• Use of the Service
• Clinical decisions or patient care
• Breach of applicable laws or regulations

We may suspend or terminate access to the Service:

• For breach of these Terms
• For non-payment
• For legal or operational reasons

The Customer may terminate in accordance with agreed subscription terms.

We may update the Service and these Terms from time to time.

Updated Terms will be published on our website with a revised effective date.

These Terms are governed by the laws of England and Wales.

Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

By using the Service, the Customer acknowledges that they have read, understood, and agree to these Terms.