Terms of service

1. Who you contract with

ClinicVoice is operated by Aleo Li, an independent contractor trading as ClinicVoice. Email for data privacy, business correspondence and legal notices: [email protected].

Operating location: remote / digital service delivery. A postal address is available upon written request for verified legal and regulatory enquiries via the same email address. Any further supplier identity, address and invoicing details required for your contract are provided before payment.

These are business-to-business terms. No paid order is created by browsing this website or trying Alice. A paid service begins only after both parties agree the written proposal. These terms and the Refund policy form part of that agreement; a change or individually negotiated concession must be expressly agreed in writing. Mandatory legal rights are unaffected.

2. Setup fees in two clear stages

Practice Pilot setup is £950; Full Clinic Pro setup is £1,500, excluding VAT where applicable. The setup scope and acceptance criteria are recorded in your proposal.

1. Configuration: 50% paid to start. Pilot £475 / Pro £750. This covers the agreed voice, treatment prices, FAQs, reception rules and a test configuration with test instructions. The payment remains refundable until this stage has been delivered and accepted. Cancellation before work starts receives a full refund; incomplete or unaccepted stages are not charged.
2. Launch: remaining 50% after acceptance. Pilot £475 / Pro £750. This becomes payable after successful call-divert and agreed workflow tests, correction of material setup faults, and your written launch acceptance. It is not due merely because a test configuration has been sent.

Completed and accepted stages are normally non-refundable if you later change your mind. This does not remove remedies for defective setup or our failure to deliver, as explained in the Refund policy.

A seven-day review window

Please test a delivered configuration and report any material departure from the agreed scope within seven calendar days. We send a reminder if feedback is outstanding. If you cannot test in that period, we agree a revised date or pause the project. Silence alone does not activate live call handling, make the launch-stage payment due, or start subscription billing.

What “go-live” means

Go-live is the agreed date when the accepted configuration is activated and available to handle your practice’s live calls. Both written launch approval and activation are required. Your subscription period and the 14-day guarantee start on that date; neither starts merely when a test configuration is delivered.

You provide accurate practice information, access or authorisations for agreed systems, suitable test contacts and timely feedback. Client or carrier delays move the agreed launch date; they do not create a deemed go-live. Scope changes require an agreed written variation.

3. Subscription, VAT and usage

• Practice Pilot: £395 monthly, or £3,950 paid annually for 12 months; 400 call minutes per monthly service period.
• Full Clinic Pro: £750 monthly, or £7,500 paid annually for 12 months; 1,200 call minutes per monthly service period.
• Additional minutes: £0.35 per minute. All prices exclude VAT, added where applicable. Your quote states any SMS, carrier, transfer, integration or other additional charges before they are incurred.

The first subscription payment is due at go-live. Annual billing is a single subscription payment for 12 months, rather than monthly instalments. Setup payments are staged separately. Minute allowances reset each monthly service period, including on annual plans, and unused minutes do not roll over. Usage measurement and invoicing arrangements are confirmed in your proposal.

First-time customer guarantee

Cancel within 14 calendar days of go-live to receive all subscription fees paid for that initial monthly or annual term back. Completed and accepted setup and agreed extra usage are excluded. Included minutes are not charged again. This is a voluntary commercial guarantee, available once per practice. See the full guarantee and request process.

Monthly cancellation

After the guarantee period, email 30 days’ written notice. Your service ends 30 calendar days after we receive the notice, or on a later date you request. You pay only through that termination date; any prepaid subscription covering later days is refunded pro rata. There is no additional full-month cancellation penalty.

Annual cancellation and renewal

After the guarantee period, cancelling for your own convenience does not normally give a refund for the remaining annual term. Service remains available until that paid term ends unless you ask us to disable it sooner. This does not limit refunds for our failure to deliver or other rights described in the Refund policy.

Annual plans do not renew or charge automatically. We send a renewal reminder at least 30 calendar days before the end of the term and obtain your explicit written agreement before renewing. Without renewal, service ends at the end of the paid term. Any discretionary early-exit arrangement must be agreed in writing.

4. Agreed service and clinical boundaries

Your proposal identifies the call handling, booking integrations, SMS workflows, routing and support included. Optional outbound reminders, follow-ups and additional integrations need a separate agreed scope. A general feature description does not mean every practice system can be connected.

ClinicVoice provides reception and enquiry handling, not diagnosis, prescribing or clinical decision-making. Your practice remains responsible for clinical protocols, patient consent and permissions, escalation contacts, calendar accuracy and reviewing information passed to your team. Do not rely on the service as an emergency response system.

Availability depends on telephone, internet and service providers as well as the agreed configuration. “24/7” describes intended answering coverage, not a promise of uninterrupted service or zero response time. We use reasonable care and skill, investigate reported failures and provide the remedies in the Refund policy. Bookings, treatment revenue and conversion rates are not guaranteed.

Patient data and production launch

Your clinic is normally the controller of patient-call data and ClinicVoice processes it on your documented instructions. A data processing agreement must be agreed before production patient data is processed, including approved providers, retention, transfers, access, incident handling and deletion or return of data when service ends. The website’s public demo notice does not replace that agreement or your clinic’s patient privacy notice.

The Privacy policy explains our separate role for website visitors, demonstration calls and business correspondence. Production recordings and caller disclosures must match the agreed configuration.

5. Public demo and website information

Alice demonstrates a fictional Harley Street practice. The public demo is limited to three minutes and does not make a real appointment, send a real patient confirmation or provide medical advice. Use fictional enquiries and do not disclose patient, health or payment information.

The ROI calculator is illustrative and uses the assumptions displayed beside it. Website enquiries open your own email application; submitting an enquiry does not create a paid subscription.

6. Problems, notices and changes

Send service issues and cancellation notices to [email protected]. We acknowledge notices and explain the next steps. Eligibility for the 14-day guarantee is measured by when your request reaches us, not when we reply.

Refunds and remedies follow the Refund policy. Nothing here excludes liability or remedies that cannot lawfully be excluded. Applicable law, dispute arrangements and any additional agreed liability provisions are stated in the signed service agreement before payment.

A later website update does not retrospectively change your agreed price, refund rights or contract. Changes to an existing service require notice and agreement where required by your contract or applicable law.