Terms of Service

These Terms of Service (the Terms) are an agreement between Elegant Tech LLC, a New York limited liability company (Attendra, we, us), and the clinic or business that signs up for or uses Attendra (you, the Customer). The software is developed for us by our affiliate, Elegant IT Limited. Please read them: they limit our liability and set out your responsibilities.

1. The agreement

By creating an account, ticking the box at sign-up, or using the service, you accept these Terms. If you accept them for a clinic or business, you confirm that you have the authority to bind it, and that you are at least 18 years old. If you do not accept them, do not use the service.

These Terms, our Privacy Policy and any order form or written agreement we sign with you (an Order) make up the whole agreement. If an Order conflicts with these Terms, the Order wins for that subject.

2. The service

Attendra is an AI phone receptionist for veterinary clinics, provided as a hosted service: it answers calls, books, changes and cancels appointments within the rules and schedule you set, takes requests for your team, answers from the information you provide, and sends callers to emergency care as described in section 3. It includes the dashboard, the account pages, the API, webhooks, the MCP server, phone numbers and text messages, as made available to you (together, the Service).

We may improve and change the Service. We will not materially reduce its core functions during a paid period without notice. Features described as planned, beta or preview are provided as they are and may change or end.

3. Not veterinary or medical advice

The Service is not a veterinarian, a doctor or an emergency service, and it does not give veterinary or medical advice. It is built to refuse questions about symptoms, doses and diagnoses and to pass them to your team.

When a caller describes certain emergencies, the assistant directs them to the emergency hospital you named, or to the nearest 24-hour emergency veterinarian, and tells them to call the emergency number if a person is in danger. This works from lists of phrases. It cannot recognise every way an emergency may be described, it may mishear a caller, and it may treat a situation as an emergency when it is not. It is a safeguard, not a triage service.

Like any automated system, and any person on a phone, the assistant can misunderstand a caller, make a mistake in a booking, or give incomplete information. You remain responsible for the care you provide, for the decisions your team makes, and for following up on requests, flagged calls and emergencies.

4. Your responsibilities

• Your settings. You keep your hours, staff, visit types, answers, emergency hospital and other settings accurate and current. The assistant uses what you enter.
• The emergency review. Before your calls go live, a licensed veterinarian at your clinic reviews the emergency lists and the words callers hear, in the setup steps, and you review them again when we tell you they have changed.
• Your team. You watch the dashboard and act on requests, callbacks and flagged calls within a reasonable time, and you keep a way for callers to reach a person during your opening hours.
• Telling callers. The assistant tells every caller that they are speaking with an AI assistant, and that greeting cannot be removed. If you turn on call recording, you are responsible for the notice and any consent the law where you and your callers are requires, including states that require every party's consent.
• Text messages. Texts are sent on your behalf to numbers callers give. You are responsible for having the consent the Telephone Consumer Protection Act and similar laws require, and for the accuracy of the business details you submit for text registration.
• Your accounts. You keep passwords and API keys safe, give access only to people who need it, remove people who leave, and tell us promptly of any unauthorised use.
• The law. You use the Service in line with the laws that apply to you, including veterinary practice, privacy, telemarketing and consumer protection laws.

5. Acceptable use

You will not, and will not let anyone else: use the Service for unlawful, deceptive or harassing calls or texts, or for marketing calls; send texts without the consent the law requires; impersonate a person or business; upload content you have no right to use or that is harmful; try to get around usage limits, safety rules or security; probe, scan or test the Service's vulnerabilities without our written permission; overload or disrupt the Service; or resell the hosted Service without an Order that allows it.

6. Free trial

A new clinic may use the Service free for 14 days, with a limited amount of browser test calls and without a phone number or text messages. No card is needed for the trial and nothing is charged when it ends: the trial simply ends unless you choose a plan. We email the account owner 7 days, 3 days and 1 day before it ends. We may change or end trials for new sign-ups, and we may refuse or end a trial that is being misused.

7. Plans, renewal and payment

• Plans. Fees are as shown on our pricing page or in your Order when you subscribe. You choose monthly or yearly billing. The fee is per location, and each location includes a number of call minutes a month; minutes above that are charged per minute. A founding price, where offered, applies to your first location for as long as the subscription stays active without a break.
• Automatic renewal. Your subscription renews automatically at the end of each billing period, every month or every year, at the price then in effect, and your payment method on file is charged, until you turn off auto-renew. Auto-renew is on when you subscribe. On the Plan and billing page you can see the next payment date and amount, and turn auto-renew off or back on, at any time.
• Reminders. For a yearly plan, we email the account owner 30 days and again 7 days before each renewal, with the date and the amount. We also email you when auto-renew is turned off, when a payment does not go through, and when a plan ends.
• Billing. You authorise us and our payment processor, Stripe, to charge your payment method for each period's fee in advance, and for extra minutes monthly in arrears, on yearly plans too. Call minutes are measured from the start to the end of each call that reaches the assistant on your number, for each location separately.
• Cards on file. You may keep more than one card on file and choose which one is your default. If a payment with your default card does not go through, you authorise us to charge another card saved on your account for the same amount. Stripe may also retry a failed payment automatically over the following weeks.
• Changing plans. A move from monthly to yearly billing takes effect at once: the yearly fee is charged that day, less a credit for the unused part of the current month. A move from yearly to monthly takes effect when the paid year ends.
• Locations. A location you add is charged from the day you add it, for the rest of the current period. A location you remove stops answering calls at once, and its fee stops at the next renewal; the current period is not refunded. Its data is deleted 30 days after it is removed.
• Cancelling. To cancel, turn off auto-renew on the Plan and billing page. The Service keeps working until the end of the period you paid for, and nothing more is charged except extra minutes already used. Fees already paid are not refunded, in whole or in part, except as set out in the next point or where the law requires it.
• Money back on a first yearly payment. If you are not satisfied, write to us within 30 days of your first yearly payment, and we refund that payment in full and end the plan. This applies once per customer.
• Taxes. Fees do not include taxes. You pay any sales, use or similar taxes that apply, other than taxes on our income.
• Late payment. If a payment does not go through, we will tell you, and we will try again. If it is still unpaid 21 days later, we may suspend the Service, including your number's connection to the assistant, until it is paid.
• Price changes. We may change prices with at least 30 days' notice by email. The new price applies from your next renewal after the notice period: on a yearly plan, from the next yearly renewal.

8. Your data

Customer Data means the information you or your callers put into the Service: your settings and documents, your clients' and pets' details, call recordings where turned on, transcripts, summaries, appointments and requests. You own your Customer Data.

You give us the right to host, process, transmit and display Customer Data only as needed to provide, secure and support the Service and as you instruct, including through the AI and telephone providers listed in our Privacy Policy. We act as your service provider for Customer Data and do not sell it. We do not use your Customer Data to train AI models.

We may use information about how the Service is used, in aggregated and de-identified form that does not identify you, a caller or an animal, to run and improve the Service.

Call records are kept for the retention period set in your settings. After your subscription ends, you can export your data for 30 days on request; after that we delete your Customer Data, except copies in backups, which are deleted on their normal 30-day cycle, and records we must keep by law. We apply the security measures described in our Privacy Policy.

9. Third-party services and numbers

The Service relies on third parties, including OpenAI for speech and language, Twilio for calls and texts, Stripe for payments, Postmark for email and our hosting provider. Their services are subject to their own terms, and we are not responsible for their outages or acts beyond our reasonable control.

Phone numbers we provide are held in our carrier account for your use while you subscribe. After your subscription ends, a number is released 30 days later. If you ask before then, we will reasonably help you move the number to another provider where the carrier allows it.

10. Open source

The Attendra engine is open-source software under the GNU Affero General Public License, version 3, published on GitHub. These Terms cover the hosted Service. Nothing in them limits the rights the open-source license gives you over the open-source code.

11. Confidentiality

Each of us will protect the other's non-public business information that it receives through the Service with reasonable care, use it only for this agreement, and share it only with people who need it and are bound to protect it, except where the law requires disclosure.

12. Disclaimer of warranties

We will provide the Service with reasonable skill and care. Apart from that, the Service is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement and accuracy. We do not warrant that the Service will be uninterrupted or error-free, that every call will be answered or understood, or that every emergency will be recognised.

13. Limitation of liability

To the fullest extent the law allows:

• Neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, however caused, even if told they were possible.
• We are not liable for harm arising from a caller's or your reliance on the assistant in place of professional care or emergency services, from a missed, misheard or unanswered call, or from information you entered.
• Each party's total liability arising out of or relating to this agreement is limited to the fees you paid us in the 12 months before the event that gave rise to the claim.

These limits do not apply to your payment obligations, to your obligations under section 14, or to liability that cannot be limited by law, including for gross negligence or wilful misconduct.

14. Indemnification

You will defend and indemnify Elegant Tech LLC, Elegant IT Limited and their officers, employees and contractors against third-party claims, and the resulting losses and reasonable costs, arising from your Customer Data, your use of the Service in breach of these Terms or the law, your care of animals or people, or calls, recordings or texts made on your behalf without a required notice or consent.

15. Term, suspension and termination

This agreement lasts while you have an account. You may end it by cancelling your subscription and asking us to close your account. We may suspend the Service immediately if your use risks harm to callers, animals, the Service or others, if required by law or a carrier, or for non-payment as set out in section 7. We may end this agreement for a material breach that you do not fix within 15 days of our notice, or with 30 days' notice for any reason, in which case we refund any prepaid fees for the unused period.

Sections 3, 8, 11 to 14, 17 and 18 survive the end of this agreement.

16. Changes to these terms

We may update these Terms. For material changes we will email the account owner at least 30 days before they take effect. Continuing to use the Service after that date means you accept them. If you do not, you can cancel before they take effect.

17. Governing law and disputes

These Terms are governed by the laws of the State of New York, without regard to its conflict-of-laws rules. The state and federal courts located in New York County, New York, have exclusive jurisdiction over any dispute arising out of or relating to them, and each party consents to their jurisdiction. Before going to court, each party will first try in good faith to resolve the dispute by written notice and discussion for 30 days.

18. General

Neither party is liable for delays caused by events beyond its reasonable control. You may not assign this agreement without our consent; we may assign it to an affiliate or to a successor of our business. If a provision is unenforceable, it is limited to the minimum extent needed and the rest stays in effect. Not enforcing a provision is not a waiver. We may send notices to the account owner's email address; you may send notices to us as set out in section 19. The parties are independent contractors.

19. Contact

Elegant Tech LLC, New York, United States. For questions about these Terms, legal notices or anything else, write to us at hello@getattendra.com.