CLINIC ASSIST TERMS OF BUSINESS

Last Updated: January 2026

These Terms govern provision of services by CX Assist Ltd to healthcare practices in the UK.

By signing the Clinic Assist Charter or using our services, you agree to these Terms.

1. DEFINITIONS

• We/Us/Our: CX Assist Ltd, Gibraltar Company No. 123970
• You/Your: The healthcare practice subscribing to our services
• Services: Call handling, appointment scheduling, patient communication
• Platform: Our software systems, AI agents, telecommunications infrastructure
• Commencement Date: Date you first use Services or date in Order Form
• Business Day: Monday-Friday, 9am-5pm UK time, excluding public holidays

2. SERVICE PROVISION

What We Provide:

• 24/7/365 call answering
• Direct appointment scheduling
• Patient communication via email/WhatsApp
• Full call recordings, transcripts, analytics

How We Deliver:

• Licensed VoIP and communications infrastructure
• AI agents + human support
• Integration with your booking systems

What We Don't Provide:

• Telephone lines or connectivity
• Emergency medical advice
• Guaranteed business outcomes

3. YOUR OBLIGATIONS

• Provide accurate practice information
• Give admin access to booking systems
• Use Services lawfully only
• Maintain account security
• Pay on time

4. PRICING & PAYMENT

• Onboarding fee: £250
• Monthly subscription: Billed in advance
• Usage overages: Billed in arrears
• Payment due: 14 days from invoice
• Late payment: Interest at 4% above BoE base rate
• Suspension: After 30 days overdue with no communication
• VAT: You account for VAT under reverse charge rules

5. FAIR USAGE POLICY

• Unlimited UK calls: 3,000 minutes/user/month
• International calls: Blocked by default (add-ons available)
• Prohibited: Auto-dialling, call blasting, abusive use
• Excess usage: Additional charges or temporary restrictions

6. SERVICE LEVELS

• Uptime: 99.95% target per month
• Standard support: 8 business hour response
• Premium support: 30-minute critical response
• Report faults: Support@cx-assist.com

7. DATA PROTECTION

• Full UK GDPR, DPA 2018, HIPAA compliance
• SOC 2, ISO 27001 certified
• Call recordings stored permanently
• You warrant proper patient consents obtained
• Separate DPA available on request
• You indemnify us for your data protection breaches

8. CONFIDENTIALITY

• Both parties keep confidential info secure
• 5-year obligation post-termination
• Permitted disclosures: legal requirements, professional advisers

9. INTELLECTUAL PROPERTY

• Our IP: Platform, software, AI models remain ours
• Your IP: Practice name, branding, patient data remain yours
• Call data: You own; we use anonymised data for improvements

10. WARRANTIES

We warrant:

• Services with reasonable skill and care
• Compliance with applicable laws

We don't warrant:

• Uninterrupted or error-free service
• Specific business targets
• AI agents will never make mistakes

11. LIABILITY

Not limited:

• Death/injury from negligence
• Fraud or fraudulent misrepresentation

Limited/Excluded:

• Indirect losses (lost profits, revenue, opportunity)
• Consequential losses
• Third-party system failures

Liability cap: Total fees paid in past 12 months

You indemnify us for your breaches, misuse, data protection failures.

12. TERM & TERMINATION

• Initial term: 12 months from Commencement Date
• Renewal: Automatic 12-month periods
• Cancellation: 30 days' notice before renewal
• Early termination: Material breach, insolvency, ceasing trade
• Suspension: 30+ days payment overdue with no communication

On termination:

• Pay all outstanding fees
• Lose access to Platform
• We return/delete your data per instructions

13. FORCE MAJEURE

Neither party liable for delays from events beyond control (disasters, pandemics, war, government actions, network failures).

14. GENERAL PROVISIONS

• Entire agreement: These Terms + Charter + Order Form
• Amendments: 30 days' notice
• Assignment: We may assign; you need our consent
• Governing law: England and Wales
• Jurisdiction: Courts of England and Wales

15. PRICING SCHEDULE

Call Answering

• Flex: £75/month + £2.50/call + £2.50/new patient
• Growth: £295/month (120 calls)
• Scale: £650/month (300 calls)
• Thrive: £1,200/month (600 calls)
• Enterprise: Custom pricing

Add-Ons: Recalls

• Growth: £200/month (6 recalls)
• Scale: £330/month (120 recalls)
• Thrive: £650/month (275 recalls)
• Overage: £3/recall

Add-Ons: Lead Follow-Up

• Growth: £325/month (60 leads)
• Scale: £450/month (150 leads)
• Thrive: £545/month (300 leads)
• Overage: £5/lead

Messaging

• Email OR WhatsApp: £195/month each
• Both: £300/month

Bundles

• Growth Bundle: £595/month (120 calls + 50 leads + 50 recalls + email)

ACCEPTANCE

By signing the Charter, clicking "I Accept," or using Services, you confirm you've read and agree to these Terms.

Questions: legal@cx-assist.com