Terms and conditions

• Platform: the VoclyAI voice agents, Omnichannel Shared Inbox, Inbox Copilot, lead management, knowledge base, client portal and related services.
• Patient: any person who contacts or is contacted by the client through the platform.
• Order form: the proposal or order the client signs, which sets out services, channels, branches, fees and any integration.
• Agreements: these terms, the privacy policy, the Data Processing Agreement (DPA) and the Health Business Associate Agreement (HBAA).

The platform is offered only to healthcare providers licensed by the competent UAE authority, or by the equivalent authority where they operate, and to people aged 18 or over acting on their behalf. We may ask for licence details before activation.

The platform can operate on these channels, as configured for each client: voice calls (inbound and outbound), WhatsApp, Instagram, TikTok, website chat, email, SMS.

Depending on the order form, the services include answering inbound calls, after-hours cover, reminders and recalls, AI replies on messaging channels, the shared inbox for the client's team, Inbox Copilot for staff, lead management, the knowledge base, reporting and onboarding.

Appointments are booked into the client's calendar where a connector is in place. Where no connector exists, the platform captures the verified request for the client's team to confirm.

The platform is an administrative communication tool. It is not a medical device and must not be used for diagnosis, treatment or clinical triage. Clinical judgment stays with the client's licensed staff.

• Every interaction starts with a disclosure that the patient is speaking or writing with an AI assistant.
• A patient can ask for a person at any time and is transferred, or a callback is created, with the conversation context.
• If a patient describes a life-threatening situation, the AI gives the UAE emergency number 998 and escalates to a person.
• The AI does not give medical advice.

The client must keep its own emergency and on-call procedures in place. The platform supports them; it does not replace them.

Where offered, a 7-day After-Hours pilot period is provided before any proposal and without commitment. Pilots are subject to these terms, the DPA and the HBAA. Either party may end a pilot at any time.

Fees are set out in the order form. They consist of a recurring monthly fee and usage charges (for example call minutes and messaging volume). A one-time setup fee applies only where the client needs an integration with its systems.

Invoices are payable within the period stated on the order form. Fees exclude VAT and other taxes, which the client pays. Subscriptions renew automatically for the term in the order form unless either party gives notice as stated there.

Fees are non-refundable unless the order form or applicable law says otherwise. A chargeback raised without prior written notice to us may lead to suspension of the services until resolved.

• Provide accurate clinic information for the knowledge base and keep it current, including hours, holidays, doctors, services and insurance accepted.
• Obtain any patient notices and consents the law requires, including for recording where the client enables it.
• Keep the AI disclosure message active and do not present the AI as a person.
• Approve escalation contacts and keep them reachable.
• Control staff access to the portal and remove users who leave.
• Use the platform in line with health, telecom, messaging-platform and data protection rules that apply to the client.

Calls are recorded, transcribed or analysed only on the client's express written instruction and configuration. The client decides retention periods for recordings and transcripts within the platform settings.

Calls can run on the client's own SIP trunk and numbers or on numbers we provide through TDRA-licensed telecom partners. Where the client uses its own numbers, it remains the legal owner of those numbers and is responsible for the related telecom compliance and fees.

Messaging channels such as WhatsApp, Instagram and TikTok are subject to the terms of the platforms that operate them. The client is responsible for its business accounts on those platforms.

The client must not, and must not allow anyone to:

• Use the platform to diagnose, treat or triage patients clinically
• Present the AI as a human or disable or alter the disclosure
• Collect personal data unlawfully or send unsolicited messages in breach of applicable rules
• Resell, sublicense or white-label the platform without our written authorisation
• Attempt to reverse engineer, overload or bypass the security of the platform

The client owns its business data and its patient data. VoclyAI processes patient data as a processor under the DPA and HBAA, which are signed before go-live. Data is hosted in the UAE. Retention follows the client's configuration; on termination the client has 30 days to export its data, after which it is deleted from active systems, with backups deleted within 90 days.

We may use aggregated, fully anonymised data, from which no person or client can be identified, to maintain and improve the platform. We do not train AI models on client or patient data without the client's explicit written authorisation.

Each party keeps the other's confidential information confidential and uses it only to perform these terms.

Data is encrypted at rest and in transit, access is role-based, and actions in the portal are logged. We notify the client of a personal data breach without undue delay and within 72 hours, or within 24 hours for high-risk breaches involving health information or where DHA (NABIDH) or DoH (Malaffi) requirements apply.

VoclyAI owns the platform, its software, models, prompts, designs and documentation. The client receives a non-exclusive, non-transferable right to use the platform during the term for its own healthcare operations.

We use commercially reasonable efforts to keep the platform available. Scheduled maintenance is generally carried out between 1:00 and 5:00 AM GST, with notice where it may affect service. Support channels and response times are set out in the order form.

To the extent the law allows, our total liability under these terms is limited to the fees the client paid in the three months before the event giving rise to the claim. Neither party is liable for indirect or consequential loss, including lost profit or revenue.

Nothing in these terms limits liability that cannot be limited by law.

The client indemnifies VoclyAI against claims arising from its misuse of the platform, missing patient notices or consents, inaccurate knowledge base information supplied by the client, or the client's breach of the regulations that apply to it.

These terms apply for the term in the order form. Either party may terminate on the other party's material breach, by written notice. We may suspend the services for non-payment or where continued use would create a legal or security risk, with notice where practicable. Outstanding fees remain payable on termination.

We may update these terms. Material changes are notified to clients in advance and apply from the next renewal unless the client agrees earlier.

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have exclusive jurisdiction.

These terms, the privacy policy, the DPA, the HBAA and the order form form the entire agreement between the parties.