Terms of Service

1. Acceptance of terms

By registering an account, clicking "Start Free Trial", or otherwise using the Doctors My Agency platform ("Service"), you ("Clinic", "you") agree to be bound by these Terms of Service ("Terms"). If you are registering on behalf of a clinic or organisation, you represent that you have authority to bind that entity.

If you do not agree to these Terms, do not use the Service.

These Terms incorporate our Privacy Policy, Data Deletion Policy, and any Order Form or plan details agreed at signup.

2. Service description

Doctors My Agency provides Clinic-OS — a SaaS platform for healthcare clinics that includes:

• AI Receptionist — automated responses to patient WhatsApp messages using AI (currently powered by DeepSeek or compatible LLM APIs)
• Appointment management — AI-assisted booking, rescheduling, cancellation, and reminders
• Patient CRM — contact records, appointment history, lead scoring, opt-out management
• WhatsApp Business integration — connecting a clinic's own WhatsApp Business Account (WABA) via Meta Embedded Signup and the WhatsApp Cloud API
• Staff portal — multi-user access for receptionists, nurses, and managers
• Analytics & daily briefs — AI-generated clinic performance summaries
• Missed-call recovery — automated WhatsApp follow-up for missed calls
• Online booking page — public booking link at your clinic's custom slug

Features available depend on your plan. We reserve the right to add, modify, or discontinue features with reasonable notice.

3. Accounts & eligibility

3.1 Eligibility

You must be at least 18 years old and a licensed healthcare professional or authorised representative of a registered healthcare business to create a clinic account.

3.2 Account security

You are responsible for maintaining the confidentiality of your login credentials. You must notify us immediately at support@doctorsmyagency.com if you suspect unauthorised access to your account.

3.3 One account per clinic

Each clinic operates one primary account. Multiple staff members may be added as sub-users. Creating duplicate accounts to circumvent plan limits is prohibited.

3.4 Accurate information

You agree to provide accurate, current, and complete information during registration and to keep it updated. We may suspend accounts where information is found to be false or misleading.

4. WhatsApp Business API usage

4.1 Your WABA ownership

You retain full ownership of your WhatsApp Business Account (WABA) and phone number. We act as a technology service provider accessing your WABA on your behalf via OAuth (Meta Embedded Signup). You may disconnect at any time from your dashboard.

4.2 Meta platform compliance

You agree to use the WhatsApp integration only in compliance with:

• WhatsApp Business Policy
• Meta Platform Terms
• WhatsApp Commerce Policy
• All applicable local laws on electronic communications and patient messaging

4.3 Prohibited WhatsApp uses

• Sending unsolicited bulk messages (spam) to patients who have not opted in
• Sending promotional or marketing messages outside of approved WhatsApp template messages
• Using the AI receptionist to collect sensitive health information beyond what is necessary for booking
• Impersonating another healthcare provider or facility
• Sending content that violates Meta's Community Standards

4.4 Patient consent for messaging

You are responsible for obtaining appropriate consent from patients before sending them WhatsApp messages through the platform. Patients must be able to opt out by replying "STOP" — this is handled automatically by the platform. You must not re-message opted-out patients.

4.5 Token security

Your WhatsApp access token is encrypted and stored securely. You must not share your platform credentials with unauthorised parties. If you believe your token has been compromised, disconnect and reconnect WhatsApp immediately via your dashboard.

5. Acceptable use policy

You agree not to use the Service to:

• Transmit, store, or process any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, or discriminatory
• Violate any applicable local, national, or international law or regulation
• Send spam, phishing messages, or unsolicited marketing communications
• Attempt to gain unauthorised access to other clinics' data, the platform infrastructure, or Meta's systems
• Use automated scripts or bots to scrape, crawl, or extract data from the platform
• Reverse-engineer, decompile, or attempt to derive source code from the Service
• Introduce viruses, malware, or any other malicious code
• Resell, sublicense, or white-label the Service without prior written consent
• Use the AI receptionist to provide actual medical diagnoses, prescriptions, or emergency medical advice

We reserve the right to immediately suspend or terminate accounts that violate this policy without refund.

6. Plans, trials & billing

6.1 Free trial

New accounts receive a free trial period as indicated on the pricing page (currently 14 days). No credit card is required to start a trial. Trial accounts have full access to platform features unless otherwise stated.

6.2 Paid plans

6.3 Payment

Payments are processed by Stripe. By providing payment details, you authorise us to charge your card on a recurring monthly basis until you cancel. All prices are in USD unless stated otherwise and are exclusive of applicable taxes.

6.4 Failed payments

If a payment fails, we will retry up to 3 times over 7 days. Your account will be downgraded to a restricted state after the grace period. Data is preserved for 90 days to allow reactivation.

6.5 Cancellation & refunds

You may cancel your subscription at any time from the Billing section of your dashboard. Cancellation takes effect at the end of the current billing period — you retain full access until then. We do not provide pro-rata refunds for mid-period cancellations unless required by applicable law.

6.6 Price changes

We will provide at least 30 days' notice before changing plan prices. Continued use of the Service after the effective date constitutes acceptance of the new price.

7. Data ownership & privacy

7.1 Your data is yours

You retain ownership of all clinic data, patient records, and message history stored on the platform. We do not claim any ownership over your data.

7.2 Data processing

By using the Service you appoint us as a data processor for patient data managed through the platform. We process this data only on your instruction and in accordance with our Privacy Policy. A full Data Processing Agreement (DPA) is available on request for Enterprise customers.

7.3 Data export

You may request an export of your clinic data at any time by contacting support@doctorsmyagency.com. We will provide export within 10 business days.

7.4 Data deletion on termination

Following account cancellation, your data is retained for 90 days to allow reactivation, then permanently deleted. See our Data Deletion page for full details.

8. AI disclaimer & medical responsibility

The AI receptionist feature uses large language models (LLMs) to generate automated responses to patient messages. You acknowledge and agree that:

• AI-generated responses are not medical advice and do not constitute a clinical opinion
• The AI may occasionally produce inaccurate, incomplete, or inappropriate responses ("hallucinations")
• You are solely responsible for monitoring AI conversations, reviewing escalations, and ensuring patients receive appropriate clinical care
• You must not configure the AI to provide diagnoses, medication dosages, emergency instructions, or any advice that substitutes for a licensed healthcare professional
• Doctors My Agency is not liable for any clinical harm, missed diagnosis, or patient injury arising from reliance on AI-generated responses

It is your responsibility to configure the AI knowledge base accurately, review AI-flagged escalations promptly, and maintain a clear escalation path to a human staff member for urgent patient needs.

9. Intellectual property

The Clinic-OS platform, its design, code, branding, and all underlying technology are the intellectual property of Doctors My Agency. We grant you a limited, non-exclusive, non-transferable licence to use the Service during your subscription period solely for your clinic's internal business purposes.

You retain all intellectual property rights in your clinic content (name, branding, treatment descriptions, custom AI messages) that you upload to the platform.

10. Availability & uptime

We aim for high availability but do not guarantee 100% uptime. Scheduled maintenance, third-party outages (Meta WhatsApp API, Twilio, Stripe, AI providers), and force majeure events may cause temporary unavailability. We will endeavour to provide advance notice of planned maintenance.

Enterprise customers may request a Service Level Agreement (SLA) with specific uptime guarantees. Contact support@doctorsmyagency.com.

11. Termination & suspension

11.1 By you

You may terminate your account at any time by cancelling your subscription via the dashboard. For immediate account deletion, email support@doctorsmyagency.com.

11.2 By us

We may suspend or terminate your account without notice if you:

• Violate these Terms, the Acceptable Use Policy, or Meta's WhatsApp Business Policy
• Fail to pay fees after the grace period
• Engage in fraudulent activity or abuse of the platform
• Take actions that risk harm to other users, patients, or the platform infrastructure

11.3 Effect of termination

On termination, your access to the platform ceases immediately. Your data is retained for 90 days then deleted. Any outstanding fees remain due.

12. Limitation of liability

To the maximum extent permitted by applicable law:

• The Service is provided "as is" and "as available" without warranties of any kind, express or implied
• We are not liable for indirect, incidental, special, consequential, or punitive damages including lost profits, lost data, or business interruption
• Our total aggregate liability for any claim arising out of or relating to the Service shall not exceed the fees paid by you in the 12 months preceding the claim
• We are not liable for the actions or omissions of Meta, Twilio, Stripe, or any other third-party service provider
• We are not liable for patient harm, missed appointments, or clinical errors arising from AI-generated responses

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

13. Indemnification

You agree to indemnify, defend, and hold harmless Doctors My Agency, its officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising out of or relating to:

• Your use of the Service in violation of these Terms
• Your violation of any applicable law, including data protection laws
• Your use of the WhatsApp integration in violation of Meta's policies
• Any patient claim arising from AI-generated communications managed by your clinic
• Your clinic's failure to obtain appropriate patient consent for messaging

14. Governing law & disputes

These Terms are governed by the laws of Pakistan. In the event of a dispute, the parties agree to first attempt resolution through good-faith negotiation within 30 days of notice. If unresolved, disputes shall be submitted to the courts of Multan, Punjab, Pakistan.

For customers in the European Union, mandatory consumer protection laws of your country of residence also apply where applicable.

15. Changes to these terms

We may revise these Terms at any time. For material changes, we will provide at least 14 days' notice via email to the clinic's registered address. Continued use of the Service after the effective date of the revised Terms constitutes acceptance. If you do not agree to the changes, you must cancel your account before the effective date.

16. Contact