Terms of Service

1. Services Overview

Sonili provides AI-powered voice receptionist services for healthcare clinics. Our Services include:

• Answering inbound patient calls on behalf of your clinic.
• Capturing patient information (name, phone number, reason for call, scheduling preferences).
• Booking appointments into your clinic’s calendar system.
• Sending call summaries to clinic staff via WhatsApp, SMS, or email.
• Routing urgent or escalated calls to designated clinic personnel.

Our Services are designed to assist — not replace — clinical staff. Sonili does not provide medical advice, diagnosis, or treatment.

2. Eligibility

Our Services are available to healthcare clinics and medical practices. By subscribing, you represent that:

• You are authorized to act on behalf of the clinic or practice.
• You are at least 18 years of age.
• You will use the Services in compliance with all applicable laws and regulations in your jurisdiction.

3. Account and Onboarding

• Setup: During onboarding, you will provide clinic information including hours of operation, services offered, scheduling rules, and escalation protocols. You are responsible for the accuracy of this information.
• Access: You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
• Updates: You must promptly notify us of changes to your clinic's hours, services, staff, or call handling requirements.

4. Free Pilot

We may offer a free pilot period for new clinics. During the pilot:

• Sonili handles live calls for your clinic at no charge.
• We track performance metrics (calls answered, appointments booked, after-hours calls captured).
• At the end of the pilot, you may choose to continue with a paid subscription or discontinue. No obligation.
• Either party may end the pilot at any time with 24 hours' notice.

5. Pricing and Payment

• Custom pricing: Pricing is agreed upon during or after the pilot period and documented in a separate service agreement or order form.
• Billing: Unless otherwise agreed, Services are billed monthly. Payment is due within 15 days of invoice date.
• Price changes: We will provide at least 30 days' written notice before any pricing changes take effect.
• Taxes: Prices are exclusive of applicable taxes, which are your responsibility.

6. Service Level

• Availability: We target 99.9% uptime for our voice services. Scheduled maintenance will be communicated at least 48 hours in advance and performed during off-peak hours for your timezone.
• Response time: Our AI agent answers calls in under 2 seconds. Human support for account or technical issues is available during business hours (Sunday–Thursday for MENA, Monday–Friday for other regions).
• Language support: Our agents support Arabic (including Gulf, Levantine, Darija, and MSA dialects), English, and French. Language capabilities for your specific configuration are confirmed during onboarding.

7. Your Responsibilities

As a clinic using Sonili, you agree to:

• Provide accurate and up-to-date clinic information for agent configuration.
• Comply with all applicable healthcare regulations, data protection laws, and professional standards in your jurisdiction.
• Inform patients that calls may be handled by an AI assistant, where required by local law.
• Not use the Services for any unlawful purpose or in any way that could harm patients, other users, or Sonili.
• Review call summaries and correct any inaccuracies promptly.
• Maintain appropriate insurance and licensing for your medical practice.

8. Limitations of the Service

• Not a medical device: Sonili is a communication tool. It does not diagnose, prescribe, or make clinical decisions.
• Triage, not treatment: Our clinical triage feature routes calls based on protocols you define. It does not replace professional medical judgment.
• Accuracy: While our AI achieves high accuracy in speech recognition and language understanding, no AI system is perfect. You should review call summaries for critical information and not rely solely on AI-generated content for clinical decisions.
• Integrations: Calendar and EHR integrations depend on your systems' API availability and compatibility. We will confirm integration scope during onboarding.

9. Intellectual Property

• Our IP: The Sonili platform, including its technology, software, algorithms, voice agents, website design, and branding, is owned by Sonili. Nothing in these Terms transfers ownership of our intellectual property to you.
• Your content: You retain ownership of your clinic data, patient information, and configuration content. You grant us a limited license to use this content solely to deliver the Services.
• Feedback: If you provide suggestions or feedback about our Services, we may use them to improve our platform without obligation to you.

10. Data and Privacy

Our collection, use, and protection of data is governed by our Privacy Policy. Key points:

• We act as a data processor on your behalf. You are the data controller for patient data.
• All data is encrypted in transit and at rest.
• We do not sell patient data or use it to train general-purpose AI models.
• A Data Processing Agreement (DPA) is available on request.
• BAA (Business Associate Agreement) is available on request.

11. Confidentiality

Both parties agree to keep confidential any non-public information shared during the course of the relationship, including business strategies, patient data, pricing, and technical configurations. This obligation survives termination of these Terms.

12. Term and Termination

• Pilot: Either party may terminate the free pilot with 24 hours' notice.
• Paid subscription: After the pilot, Services continue on a month-to-month basis unless otherwise agreed. Either party may terminate with 30 days' written notice.
• Immediate termination: We may suspend or terminate your access immediately if you breach these Terms, use the Services unlawfully, or fail to pay invoices after 30 days past due.
• Post-termination: Upon termination, we will provide your clinic data in a standard format upon request. Call recordings and transcripts will be deleted within 60 days of termination unless a longer retention period is required by law or agreed upon in writing.

13. Limitation of Liability

To the maximum extent permitted by law:

• Sonili is not liable for any clinical outcomes, medical decisions, or patient care decisions made based on information captured or relayed by our Service.
• Our total liability for any claim arising from these Terms or the Services is limited to the fees you paid to Sonili in the 12 months preceding the claim.
• We are not liable for indirect, incidental, consequential, or punitive damages, including lost revenue, lost patients, or business interruption.

14. Indemnification

You agree to indemnify and hold Sonili harmless from claims, damages, or expenses arising from:

• Your use of the Services in violation of these Terms.
• Your violation of applicable laws or regulations.
• Clinical decisions made by your staff based on information provided by the Service.
• Failure to comply with patient disclosure requirements in your jurisdiction.

15. Dispute Resolution

• Governing law: These Terms are governed by the laws of France.
• Resolution: We will attempt to resolve disputes through good-faith negotiation. If unresolved within 30 days, disputes will be submitted to the competent courts in Paris, France.
• Exception: Either party may seek injunctive relief in any court of competent jurisdiction to protect intellectual property or confidential information.

16. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes at least 30 days before they take effect via email. Continued use of the Services after changes take effect constitutes acceptance.

17. General

• Entire agreement: These Terms, together with the Privacy Policy and any service agreement, constitute the entire agreement between you and Sonili.
• Severability: If any provision is found unenforceable, the remaining provisions remain in effect.
• Waiver: Failure to enforce any provision does not waive our right to enforce it later.
• Assignment: You may not assign these Terms without our written consent. We may assign our rights and obligations in connection with a merger, acquisition, or sale of assets.

18. Contact Us

If you have questions about these Terms: