Terms of Service

Acceptance of terms

These Terms of Service (“Terms”) govern your access to and use of the CalledInAI website and the services provided by [Legal entity name], licensed in [Abu Dhabi mainland / free zone name], United Arab Emirates, under trade licence no. [licence number] (“CalledInAI”, “we”, “us”). By using our website, booking a call, or signing a service agreement, order form or proposal with us (a “Service Agreement”), you agree to these Terms.

If you accept on behalf of a clinic or company, you confirm you are authorised to bind it, and “you” means that business. These Terms apply alongside your Service Agreement; if they conflict, the Service Agreement controls.

Our services

We provide client acquisition and booking systems for aesthetic and medical clinics. Depending on your package, services may include:

• Strategy, creative and management of paid advertising campaigns on social and search platforms;
• Landing pages, forms and enquiry funnels;
• An AI receptionist that responds to enquiries by phone, SMS, WhatsApp or chat, asks qualifying questions and books consultations into your calendar;
• Follow-up, reminder and re-engagement sequences;
• Reporting on enquiries, bookings and attended consultations;
• An AI-receptionist-only package, where you run your own advertising and we handle enquiry response and booking.

The exact scope, deliverables, targets and timelines are set out in your Service Agreement. Work outside that scope is quoted separately.

Eligibility and representations

You confirm that:

• you are a business, not a consumer, and are at least 21 years old or otherwise legally able to contract in your jurisdiction;
• your clinic and practitioners hold all licences required where you operate (for example from the Department of Health – Abu Dhabi, the Dubai Health Authority, the Ministry of Health and Prevention, or the equivalent authority in your country);
• the treatments, prices and offers you ask us to promote are lawful, accurate and delivered by appropriately licensed staff;
• you have the rights to all materials you give us and any consents needed to share patient or enquirer data with us.

Your responsibilities

Our results depend on your clinic’s participation. You agree to:

• give us timely access to your advertising accounts, calendar, phone or messaging numbers and any tools needed, and keep them active and in good standing;
• keep your treatment menu, prices, availability, locations and policies up to date and tell us promptly about changes;
• review and approve ads, landing pages and AI receptionist scripts before they go live, normally within [2] business days;
• keep enough open consultation slots, honour bookings made through our system, and follow up with booked patients promptly;
• record and share consultation attendance and outcomes with us so results can be measured;
• keep login credentials secure and tell us about any unauthorised access;
• pay advertising platforms and our invoices on time.

Healthcare advertising compliance

Healthcare advertising is regulated. We build campaigns to avoid prohibited claims, but you remain responsible for the clinical and regulatory content of your advertising. In particular:

• Where required, you are responsible for obtaining advertising permits or approvals from your health authority (such as DoH, DHA or MOHAP) and for following the UAE Media Council’s advertising standards and any equivalent rules where you advertise.
• You will not ask us to publish claims that are false, misleading, absolute or exaggerated, that promise guaranteed or risk-free results, or that compare your services with others in ways the rules prohibit.
• Before/after images, testimonials and patient content may be used only with the patient’s written consent and where permitted by your regulator. You must hold and, on request, show us that consent.
• Your final approval of an ad, page or script confirms you have reviewed it for compliance.

We may refuse, pause or edit any content we reasonably believe breaks the law, a health authority rule or an advertising platform’s policy.

AI receptionist terms

• Disclosure and consent. The AI receptionist tells callers it is an automated assistant and that calls may be recorded. You must not instruct us to remove these disclosures. Recording a call without consent may be an offence under UAE law and the law of other countries.
• No medical advice. The AI receptionist answers general questions from information you approve and books consultations. It does not diagnose, recommend treatments, or assess medical suitability. Clinical decisions remain with your licensed practitioners.
• Accuracy. AI systems can make mistakes, mishear or misunderstand. You are responsible for checking bookings and for confirming clinical information directly with patients. We will correct reported errors in scripts and configuration promptly.
• Lawful contact. Outbound calls and messages are made only to people who have enquired with or consented to contact from your clinic, within permitted hours, and in line with telecoms rules such as the TDRA’s rules on unsolicited communications and WhatsApp’s business policies. You must tell us about any opt-out you receive directly.
• Usage costs. Call minutes, phone numbers and messaging fees are charged as set out in your Service Agreement. Fair-use limits may apply.

Fees, ad spend and payment

• Service fees are set out in your Service Agreement and are payable in advance for each billing period, in AED or USD as stated on the invoice.
• VAT. Fees exclude UAE VAT, which is added at the applicable rate (currently 5%) where required. Clients outside the UAE are responsible for any local taxes, withholding or reverse-charge obligations.
• Ad spend is separate from our fees and is paid by you directly to the advertising platform. You agree to maintain at least the minimum daily or monthly ad spend in your Service Agreement. We are not responsible for platform charges.
• Payment terms. Invoices are due within [7] days. If payment is late, we may pause services after written notice until the account is brought up to date. Late amounts may carry a charge as permitted by applicable law.
• Refunds. Fees for a billing period that has started are non-refundable, except as stated in section 08 or required by law.
• Chargebacks. Please contact us before disputing a payment with your bank so we can resolve the issue.

Performance guarantee

Where your Service Agreement includes a performance guarantee, it works as follows unless the Service Agreement states otherwise:

• The target. The Service Agreement states a target number of new clients within a set period (for example, [15] new clients in [90] days), measured from campaign launch.
• What counts. A new client counts only when a person booked through our system attends their consultation at your clinic. Existing patients, duplicates and no-shows do not count.
• If the target is missed, we continue to manage your advertising at no service fee until the target is reached or for up to [2] months, whichever comes first. During this period you continue to pay ad spend directly at no less than the agreed minimum daily budget, and the AI receptionist and other services are paused unless the Service Agreement says otherwise.
• Conditions. The guarantee applies only if you met your responsibilities in section 04 throughout the period — including approving content on time, keeping the agreed ad spend live, keeping slots available, responding to bookings, and sharing attendance data — and the shortfall was not caused by an ad account restriction, regulatory action, or changes you made to offers, prices or availability.
• Sole remedy. This guarantee is your only remedy for not reaching the target. It is not a refund of fees or ad spend.

Data protection

For patient and enquirer data, you are the controller and we are your processor. We process that data only on your documented instructions and in line with our Privacy Policy and the data processing terms in your Service Agreement, which cover the UAE PDPL and, where applicable, the GDPR, UK GDPR, UAE health-data rules and, for US clients, HIPAA (through a Business Associate Agreement on request). You are responsible for having a lawful basis and the required consents to collect and share that data, and for your own privacy notice to patients.

Intellectual property

• Ours. We own our methods, frameworks, prompts, script templates, software, automations, playbooks and know-how, including improvements made while serving you.
• Yours. You own your brand, logos, patient records, ad accounts, calendars, and the data generated about your patients and enquiries.
• Deliverables. Once you have paid in full, you may keep using the ad creative, copy and landing-page content made specifically for your clinic. Our underlying AI configurations, prompts and automations remain ours and stop operating when the engagement ends, unless agreed otherwise in writing.
• Licence to us. You grant us a non-exclusive licence to use your materials only to provide the services. We may name your clinic as a client or publish a case study only with your written approval.
• Aggregated data. We may use aggregated, de-identified performance data to improve our services, provided it does not identify you or any patient.

Confidentiality

Each party will keep the other’s non-public business information confidential, use it only to perform under these Terms, and protect it with at least reasonable care. This does not apply to information that is public, already known to the recipient without restriction, independently developed, or required to be disclosed by law or a regulator. These obligations continue for three years after the engagement ends, and indefinitely for trade secrets and personal data.

Third-party platforms

Our services rely on third-party platforms, including advertising networks, telephony and messaging providers, AI model providers, calendars and CRMs. Their use is subject to their own terms. We are not responsible for their outages, policy changes, pricing changes, ad rejections or account restrictions, though we will help you resolve them where we can.

Disclaimers

Except for any performance guarantee expressly set out in your Service Agreement, we do not guarantee any particular number of leads, bookings, patients, revenue or return on investment. Results depend on factors outside our control, including your offer, pricing, location, reputation, staff follow-up, competition, seasonality and platform conditions. Case studies and figures we share are illustrative and not a promise of similar results.

To the extent permitted by applicable law, the services are provided “as is” and “as available”, without implied warranties of merchantability, fitness for a particular purpose or non-infringement.

Limitation of liability

To the maximum extent permitted by applicable law:

• neither party is liable for indirect, special or consequential loss, or for loss of profit, revenue, goodwill or data, even if it was foreseeable;
• our total liability arising from or relating to these Terms or the services is limited to the service fees you paid us in the [3] months before the event giving rise to the claim;
• we are not liable for advertising spend, platform charges, or the clinical outcome of any treatment.

Nothing in these Terms limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, or any other liability that cannot be limited under applicable law, including the UAE Civil Transactions Law.

Indemnification

You will indemnify us against third-party claims, regulatory fines and reasonable legal costs arising from: (a) treatments, products or services you provide; (b) content, claims or offers you supply or approve; (c) your breach of these Terms or of applicable law, including health-advertising, data-protection and consent rules; or (d) your misuse of the services.

We will indemnify you against third-party claims that materials we created for you, as delivered by us, infringe that third party’s intellectual property rights, provided you notify us promptly and let us control the defence.

Term and termination

• Term. Your engagement starts on the date of your Service Agreement and runs for the minimum term stated there (for example [90] days), then continues month to month until either party gives [30] days’ written notice.
• For breach. Either party may terminate on written notice if the other materially breaches these Terms and does not fix the breach within 14 days.
• Immediately. We may suspend or terminate immediately if fees are unpaid after notice, if continuing would break the law or a platform policy, or if your clinic loses a required licence.
• After termination. You pay all fees due to the termination date; we hand over access to your ad accounts and export your enquiry and booking data on request within 30 days; and sections that by their nature should survive (including 07, 09–15 and 17) continue to apply.

Governing law and disputes

These Terms are governed by the laws of the Emirate of Abu Dhabi and the applicable federal laws of the United Arab Emirates.

The parties will first try to resolve any dispute in good faith through senior representatives within 30 days of written notice. If unresolved, the dispute will be finally settled by arbitration administered by the Abu Dhabi International Arbitration Centre (arbitrateAD) under its rules, by a sole arbitrator, seated in Abu Dhabi, in English. Either party may seek urgent injunctive relief from a competent court.

Clients outside the UAE. This clause applies to all clients wherever located. An arbitral award may be enforced in any country that is a party to the New York Convention. Nothing in these Terms removes any mandatory protection that the law of your country gives you and cannot be excluded by contract.

General

• Entire agreement. These Terms, your Service Agreement and our Privacy Policy are the whole agreement between us on this subject.
• Changes. We may update these Terms. Material changes will be notified to active clients at least 30 days before they take effect and will apply from the next billing period.
• Language. These Terms are written in English. If a translation is required and differs, the English version prevails to the extent permitted by law.
• Assignment. You may not transfer these Terms without our written consent. We may transfer them as part of a merger, acquisition or sale of our business.
• Subcontractors. We may use subcontractors and remain responsible for their work.
• Non-solicitation. During the engagement and for 12 months after, neither party will directly solicit to hire the other’s staff or contractors who worked on the engagement, without consent.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control, including platform outages and government action.
• Independence. We are independent contractors; nothing creates a partnership, agency or employment relationship.
• Severability and waiver. If a provision is unenforceable, the rest remains in effect. Not enforcing a right is not a waiver of it.
• Notices. Notices must be in writing by email to the addresses in your Service Agreement or section 19.

Contact us

• Email: [[email protected]]
• Post: [Legal entity name], Attn: Legal, [registered address], Abu Dhabi, United Arab Emirates