Terms and Conditions
Important notice: These Terms and Conditions apply to Australian health clinic customers who sign up to use Arcline's services. By accepting these Terms, creating an account, approving an order form, or using the Services, the Customer agrees to be bound by these Terms.
1. Definitions
In these Terms, unless the context requires otherwise:
AI Receptionist means an artificial intelligence-powered receptionist, call handling or automation service provided or configured by Arcline for the Customer.
Arcline, we, us or our means Arcline Ai Solutions ABN 95 367 290 469.
Clinic Data means data, information, records, instructions, content, call information, booking information, practice management system data, patient or caller information, configuration data, and other material provided by or on behalf of the Customer.
Customer, you or your means the clinic, clinic group, health business, company, partnership, trust, sole trader, practitioner entity or other business that accepts these Terms or uses the Services.
Fees means the fees payable by the Customer for the Services, including usage fees, subscription fees, setup fees, onboarding fees, support fees, taxes and any other amounts set out in an Order Form or otherwise agreed.
Order Form means any online sign-up form, proposal, quote, checkout page, invoice, statement of work or other document that sets out commercial details for the Services.
PMS means a practice management system used by the Customer, including PracSuite or another supported practice management system.
Services means the services provided by Arcline from time to time, including AI receptionist services, call answering, appointment booking, rescheduling, cancellation, confirmation, workflow automation, PMS integration, dashboard functionality, support, onboarding and any related services.
Terms means these Terms and Conditions, as updated from time to time.
Third-Party Services means services, software, platforms, infrastructure, APIs and other products supplied by third parties that are used in connection with the Services.
2. Agreement structure
2.1 These Terms apply to the Customer's access to and use of the Services.
2.2 The Order Form sets out the commercial details. If there is an inconsistency between these Terms and an Order Form, the Order Form prevails to the extent of the inconsistency.
2.3 Arcline's Privacy Policy forms part of these Terms to the extent relevant to the Services.
2.4 The Customer represents and warrants that the person accepting these Terms has authority to bind the Customer.
2.5 These Terms are intended to apply to business customers only. The Services are not intended for personal, domestic or household use.
3. Customer type and clinic responsibility
3.1 The Services are provided to Australian health clinics and health businesses.
3.2 The Customer is responsible for ensuring that its owners, directors, staff, practitioners, contractors and authorised users comply with these Terms.
3.3 The Customer remains solely responsible for:
- the provision of health services;
- clinical judgement, care, diagnosis, treatment, triage and patient management;
- the accuracy and completeness of its PMS records;
- its appointment rules, rosters, practitioner availability and appointment types;
- ensuring that the Services are suitable for its clinic workflows;
- reviewing bookings, call outputs and administrative actions as appropriate;
- maintaining appropriate human oversight and backup reception processes; and
- complying with all laws, professional obligations, privacy obligations and regulatory requirements applicable to the Customer.
4. Services
4.1 Arcline may provide Services including AI receptionist services, call answering, appointment booking, rescheduling, cancellation, confirmation, missed-call handling, workflow automation, PMS integration, call recording and transcription, dashboard access, implementation and support.
4.2 Arcline may modify, improve, update or remove features of the Services from time to time, provided that Arcline will use reasonable endeavours not to materially reduce the core functionality of paid Services without reasonable notice.
4.3 Arcline does not guarantee that the Services will increase revenue, capture every missed call, book every available appointment, replace staff or achieve any particular business outcome. Any marketing statements or estimated outcomes are illustrative only and not a guarantee of performance.
5. AI limitations and clinical boundaries
5.1 The Customer acknowledges that the Services use AI, automation, transcription and software integrations. These technologies may produce errors, inaccurate outputs, incorrect transcriptions or unexpected behaviour.
5.2 The Services are administrative and communication tools. Arcline does not provide medical advice, clinical advice, diagnosis, treatment recommendations, clinical triage, emergency support or professional health services.
5.3 The Customer must not use the Services as a substitute for clinical judgement, professional obligations, emergency response, human supervision or patient care.
5.4 If a caller indicates a medical emergency, the AI Receptionist may be configured to direct the caller to call 000 or seek emergency medical assistance. The Customer remains responsible for determining appropriate escalation pathways.
5.5 The Customer must maintain reasonable human oversight of the Services and must not rely on the Services as the Customer's only safety or operational control.
6. Onboarding and implementation
6.1 Arcline will work with the Customer to understand its clinic, use case, call handling requirements, PMS setup and workflow requirements.
6.2 Unless otherwise agreed, onboarding is included in the monthly or usage-based pricing.
6.3 The Customer must provide all information, access and cooperation reasonably required by Arcline to configure and provide the Services, including clinic information, opening hours, phone numbers, practitioner lists, appointment types, booking rules, funding pathway rules, PMS access and API credentials.
6.4 The Customer is responsible for ensuring all information provided to Arcline is accurate, complete, current and authorised. Arcline is not responsible for delays, errors, failed bookings or misconfiguration caused by inaccurate or outdated information supplied by the Customer.
7. Trial terms
7.1 Arcline may offer a free trial from time to time. Unless otherwise stated in an Order Form, the standard free trial period is 14 days.
7.2 The free trial does not require a credit card unless otherwise stated. If the Customer decides to continue after the trial, the Customer must pay the applicable Fees.
7.3 Unless otherwise agreed, trial usage is limited to 100 call minutes per day.
7.4 Trial services are provided for evaluation purposes and may be subject to additional limitations or usage restrictions.
8. Fees, billing and payment
8.1 Unless otherwise set out in an Order Form, the Services are charged on a usage basis at AUD $0.50 per minute, plus GST.
8.2 Usage is billed monthly unless otherwise agreed. Invoices are due within 7 days from the invoice due date.
8.3 Fees are payable through Stripe or another payment method approved by Arcline.
8.4 All Fees are exclusive of GST unless expressly stated otherwise.
8.5 Arcline may increase Fees by giving at least 30 days' written notice. If the Customer does not agree to a Fee increase, the Customer may cancel before the increase takes effect.
9. Late payment
If the Customer fails to pay an invoice on time, Arcline may issue payment reminders, suspend or limit the Services, charge reasonable late payment administration fees, charge interest on overdue amounts or terminate the Services.
10. Term, renewal and cancellation
10.1 There is no minimum lock-in term unless an Order Form states otherwise. The Services continue on a monthly basis until cancelled.
10.2 The Customer may cancel by giving at least 30 days' written notice. Arcline may terminate for convenience by giving at least 30 days' written notice.
10.3 Arcline may suspend or terminate the Services immediately if the Customer fails to pay Fees, breaches these Terms, misuses the Services, creates a security or privacy risk, uses the Services for unlawful purposes, or becomes insolvent.
10.4 On termination, the Customer must pay all Fees incurred up to the effective termination date. Arcline may cease providing the Services and may delete or de-identify data as described in these Terms and the Privacy Policy.
11. Service availability and support
11.1 Arcline does not guarantee uninterrupted, error-free or continuous availability of the Services. Availability and performance depend on Third-Party Services including telephony providers, AI providers, cloud infrastructure providers and internet networks.
11.2 Arcline may provide support through email and dashboard-based support channels and will use commercially reasonable endeavours to respond to support requests within 24 hours. Response times are targets only and are not guaranteed unless expressly stated in an Order Form.
12. Third-party services
12.1 The Services may depend on Third-Party Services including Retell AI, Make.com, Supabase, Railway, Twilio, OpenAI and PMS providers. Arcline does not control Third-Party Services and is not responsible for their acts, omissions, downtime or changes, except to the extent caused by Arcline's own breach or negligence.
12.2 The Customer must maintain any required PMS account, permissions, subscription, API access and credentials necessary for Arcline to provide the Services. The Customer must comply with any third-party terms that apply to its own use of Third-Party Services.
13. Privacy and data protection
13.1 Each party must comply with applicable privacy laws in connection with these Terms.
13.2 Arcline will handle Personal Information in accordance with its Privacy Policy.
13.3 The Customer remains responsible for its patient relationships, patient records, privacy notices, consents, clinical records obligations and legal obligations as a health clinic.
13.4 The Customer authorises Arcline to collect, access, process, store, use and disclose Clinic Data and Personal Information as reasonably necessary to provide the Services, configure workflows, answer calls, process caller requests, store recordings and transcripts, troubleshoot errors, support the Customer, improve service reliability, maintain security and comply with legal obligations.
14. Intellectual property
14.1 Arcline retains all intellectual property rights in the Services, including all software, systems, workflows, prompts, configurations, reports and related materials developed or provided by Arcline.
14.2 The Customer retains ownership of its Clinic Data, patient records and other materials it provides to Arcline.
14.3 The Customer grants Arcline a limited licence to use Clinic Data for the purpose of providing and improving the Services during the term of the agreement.
15. Confidentiality
Each party agrees to keep the other party's Confidential Information confidential and not to use or disclose it except as permitted by these Terms, required by law, or with the other party's consent. Confidentiality obligations survive termination of these Terms.
16. Liability and indemnity
16.1 To the maximum extent permitted by law, Arcline's liability for any loss or damage arising in connection with the Services is limited to the Fees paid by the Customer in the three months preceding the claim.
16.2 To the maximum extent permitted by law, Arcline is not liable for indirect, consequential, special, incidental or punitive loss or damage, including loss of revenue, loss of profit, loss of data, loss of patients or clinical harm.
16.3 Nothing in these Terms excludes liability that cannot be excluded by law, including under the Australian Consumer Law.
16.4 The Customer indemnifies Arcline against claims, losses, damages, costs and expenses arising from the Customer's breach of these Terms, misuse of the Services or breach of applicable law.
17. Warranties and representations
The Customer warrants that it has the right to provide all information and data provided to Arcline, that it has obtained all necessary consents and permissions, that it will use the Services in accordance with applicable law, and that it will maintain appropriate clinical governance and oversight.
18. Dispute resolution
If a dispute arises, the parties will attempt to resolve it through good faith negotiation. If unresolved after 20 Business Days, either party may refer the dispute to mediation or commence legal proceedings. These Terms are governed by the laws of Western Australia, and the parties submit to the non-exclusive jurisdiction of the courts of Western Australia.
19. General
19.1 These Terms constitute the entire agreement between the parties with respect to their subject matter and supersede all prior agreements relating to the same subject matter.
19.2 Arcline may update these Terms from time to time. Arcline will give reasonable notice of material changes. Continued use of the Services after notice constitutes acceptance.
19.3 If any provision of these Terms is unenforceable, it will be severed and the remaining provisions will continue in full force.
19.4 A failure to exercise a right under these Terms does not constitute a waiver of that right.
19.5 These Terms are for the benefit of the parties only and do not confer rights on any third party.