Terms of service

01About these terms

These terms are the agreement between Chimehill, the business that operates chimehill.com, and the clinic that signs up to use it. "We" and "us" means Chimehill. "You" means your clinic, and includes everyone you let use your account.

By creating an account, starting a trial or using the service, you accept these terms on behalf of your clinic. If you don't accept them, please don't use Chimehill.

Chimehill is a service for businesses. It is built for clinics, not for personal or household use. How we handle personal information is explained in our privacy policy, which forms part of these terms.

02What Chimehill does

Chimehill is an AI receptionist for allied-health clinics. Depending on your plan and settings, it can:

• answer your clinic's phone calls, including after hours and when your team is busy
• answer callers' questions using only the information your clinic has approved
• book, move and cancel appointments in your practice software, within the rules you set
• transfer calls to your team or take a message when a person is needed
• keep a log of each call so your team can follow up

We may improve, change or retire parts of the service over time. If a change takes away something important you rely on, we'll give you reasonable notice beforehand, and at least 30 days where we can.

Some features may be offered as early access or beta. These are provided as they are, may change or stop without notice, and are not covered by any support commitment.

03Administrative only, never clinical

Chimehill is an administrative tool. It does not diagnose, triage, assess symptoms, or give treatment, medication or other health advice, and nothing it says should be treated as clinical advice. Clinical questions are passed to your team.

It is not an emergency service. Chimehill cannot assess or manage an emergency. When a caller uses urgent or emergency language, it follows the escalation script your clinic has approved, such as telling the caller to hang up and call the local emergency number. Your clinic remains responsible for its own emergency pathways.

AI can make mistakes. Chimehill uses speech recognition and AI, which can mishear names, dates or numbers, especially on a poor line. It is designed to say when it is unsure and hand over rather than guess, but it won't always be right. Your team should review the call log and the bookings it makes.

Bookings are confirmed by your practice software. Chimehill only tells a caller an appointment is booked once your practice software has saved it. If the software doesn't confirm, it tells the caller the booking is not confirmed and arranges a callback. Your practice software remains the record of what is booked.

Callers can always reach a person. If a caller asks for a human, Chimehill uses the transfer or message option you have set up.

04Your account

To use Chimehill your clinic needs an account. The person who signs up confirms they are at least 18 years old and authorised to accept these terms for the clinic.

• Give us accurate details and keep them up to date, including a billing contact.
• Only let authorised staff use your account, and give each person their own login.
• Keep passwords secure and tell us straight away if you think someone has accessed your account without permission.
• You are responsible for what happens under your account, including the settings and answers your staff approve.

05Free trial

Every plan starts with 14 days free. During the trial you can set Chimehill up, test it, and use it with real callers.

If you don't cancel before the trial ends, your chosen plan starts and is billed monthly. If you don't want to continue, cancel before the last day of your trial and you won't be charged.

We may limit trials to one per clinic.

06Plans, fees and overage

Plans are billed monthly. Prices in Australian dollars, excluding GST.

Prices in other currencies are on our pricing page. Each plan includes outbound calls with the same allowance as inbound calls.

Overage. Calls past your plan's monthly allowance are charged at $2.70 a call, so callers are still answered when you have a busy month. Overage is charged after the end of the billing month in which it was used.

How calls are counted. Each inbound call Chimehill answers for your clinic counts as one call towards your inbound allowance, and each outbound call it makes counts towards your outbound allowance.

Taxes. Prices exclude taxes. We add GST or VAT where the law requires us to, and show them on your invoice.

Price changes. We may change our prices. We'll tell you before a new price applies to your plan, at least 30 days in advance, and you can cancel before it takes effect.

07Payment

Plan fees are charged at the start of each billing month using the payment method on your account. You confirm you are authorised to use that payment method.

If a payment fails, we'll let you know and try again. If it is still unpaid after we've reminded you, we may pause the service until the account is up to date. We'll warn you before we do.

08No lock-in, cancelling and refunds

There are no lock-in contracts. You can cancel at any time by emailing us at billing@chimehill.com. The service keeps running until the end of the billing month you've paid for, then stops.

Fees already paid are not refunded for part of a month or for a change of mind, unless the law requires a refund or we have agreed otherwise. Nothing here limits your rights under consumer law (see "Consumer law" below).

Before you cancel, remember to switch your phone line back to your own setup so callers still reach you once Chimehill stops answering.

09Your responsibilities as a clinic

Chimehill works from the settings and information your clinic gives it. You are responsible for:

• Approved answers. The information Chimehill may tell callers, such as prices, policies, opening hours and practitioner details. Please check it is accurate and keep it up to date. Chimehill doesn't make up answers it hasn't been given.
• Escalation and emergencies. The script for urgent or emergency language, and who calls are transferred to. Make sure it suits your profession and country, and that someone has reviewed it with clinical responsibility in mind.
• Booking rules. Which appointment types, practitioners and times Chimehill may book, move or cancel, and your cancellation policy.
• Checking the work. Reviewing call logs, messages and bookings, and following up callers who were promised a callback.
• Your phone line. Setting up and keeping the call forwarding that sends calls to Chimehill, and having your own fallback if the service is unavailable.
• Your professional duties. Your obligations to patients, regulators and professional bodies stay with your clinic.

10Telling callers about AI and recording

Chimehill introduces itself to callers as your clinic's virtual receptionist. Depending on where you and your callers are, the law may also require you to tell callers that:

• they are speaking with an automated, AI-based service
• the call may be recorded or transcribed, and why
• their information is handled by a service provider on the clinic's behalf

You are responsible for giving any notices and getting any consent your local laws require, including privacy, telecommunications and call-recording laws, and for keeping your own privacy notice up to date. We can help you word the greeting, but we can't give you legal advice. If your settings keep call recordings or transcripts, make sure callers are told.

11Acceptable use

You agree not to use Chimehill, or let anyone else use it, to:

• make marketing, sales or unsolicited calls, or call anyone who isn't an existing patient or hasn't asked to be contacted
• contact anyone who has asked not to be called
• give, or appear to give, clinical advice
• mislead callers, including pretending the service is a person when asked
• break any law, including privacy, health-records, consumer and telecommunications laws
• upload information you don't have the right to use
• try to access another clinic's data, get around security or usage limits, or disrupt the service
• copy, resell, reverse engineer or build a competing product from the service

Outbound calls may only be used for appointment administration with your existing patients, such as rescheduling when a practitioner is away. You are responsible for who is called, when, and how often, and for honouring any request not to be called again.

12Practice software and other services

Chimehill connects to your practice software and relies on phone networks and other providers to work. When you connect your practice software, you authorise us to read and update appointments and patient details in it as needed to provide the service.

Those services are run by other companies under their own terms. We aren't responsible for their outages, errors, changes to how they work, or decisions to stop supporting a connection. If a connection stops working, we'll tell you and Chimehill will take messages instead of booking until it's restored.

You are responsible for having the right plan and permissions with your practice software provider to connect Chimehill.

13Data and privacy

For caller and patient information, your clinic decides what is collected and why, and Chimehill handles it on your behalf and on your instructions. Our privacy policy explains what we collect, where it is stored and who helps us process it.

• Each clinic's data is kept separate. One clinic can never see another clinic's data.
• We only use caller information to provide and support the service for your clinic, or where the law requires.
• We take reasonable technical and organisational steps to protect it, and we'll tell you without undue delay if we become aware of a breach affecting your data.
• If your clinic needs a data processing agreement, we'll provide one on request.

You confirm that you have the right to share the information you give us, and that doing so complies with the privacy laws that apply to your clinic.

14Your content

Your clinic owns its content: the information you approve, your settings, and the call logs, messages and recordings created for you ("your content"). We don't claim ownership of it.

You give us permission to store, copy and use your content only as needed to run, support and secure the service for you while you're a customer, and for the short time afterwards set out in "Ending the agreement".

We don't sell caller information or use it for advertising. We may use anonymised, aggregated statistics that can't identify you or any caller, for example to understand how the service performs.

15Our intellectual property

Chimehill, including its software, voice experience, website, name and logo, belongs to us or our licensors. While you're a customer, we give you a non-exclusive, non-transferable right to use the service for your clinic, in line with these terms. No other rights are granted.

16Feedback

We welcome ideas. If you send us suggestions or feedback, we may use them to improve Chimehill without owing you anything for it. We won't name your clinic in connection with your feedback without asking.

17Confidentiality

Each of us may see the other's confidential information, such as your clinic's business details or our non-public product plans. We each agree to use it only for this agreement, protect it with reasonable care, and share it only with people who need it and are bound to keep it confidential.

This doesn't apply to information that is already public through no fault of the person receiving it, or that must be disclosed by law. If we're legally required to disclose your data, we'll tell you first where the law allows.

We won't name your clinic as a customer on our website or marketing without your written permission.

18Availability and support

We work to keep Chimehill answering around the clock, but we can't promise it will always be available or free of errors. Calls depend on phone networks, practice software and other providers we don't control, and we sometimes need to do maintenance. We try to schedule planned maintenance outside clinic hours and give notice where we can.

We don't offer an uptime commitment or service credits unless we have agreed one with you in writing.

For help, email support@chimehill.com. We reply as soon as we can during business hours, and plans that include priority support are answered first.

19Suspending the service

We may pause all or part of the service if we reasonably need to, for example:

• to protect callers, other clinics or the service from a security threat or misuse
• if the service is being used in a way that breaks these terms or the law
• if fees remain unpaid after we've warned you

Where we can, we'll tell you beforehand, explain why, and give you a chance to fix the problem. We'll restore the service as soon as the reason is resolved.

20Ending the agreement

You can end this agreement at any time by cancelling your plan. We can end it by giving you at least 30 days' notice, or straight away if you seriously breach these terms and don't fix it within 14 days of us asking, or if your clinic becomes insolvent.

Your data when you leave. Before the agreement ends, or within 30 days after, you can ask us to export your clinic's data in a commonly used format. After that we delete it within a reasonable time, except anything we must keep by law. Copies in backups are removed as those backups are replaced.

Sections that by their nature should continue after the agreement ends, such as fees owed, confidentiality, liability and indemnity, keep applying.

21Consumer law

Some laws give you rights that can't be excluded by contract. Nothing in these terms excludes, restricts or changes those rights, including the consumer guarantees under the Australian Consumer Law, the Consumer Guarantees Act 1993 (New Zealand) where it applies, and the rights that UK law does not allow to be limited.

Where the law allows us to limit our liability for failing to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

22What we promise, and what we don't

We'll provide the service with reasonable care and skill. Apart from that, and the rights described in "Consumer law", the service is provided as it is. We don't promise it will meet every need, never make a mistake, understand every caller, or work without interruption.

You agree that Chimehill is a tool to support your team, not a replacement for your clinic's own judgement, and that you won't rely on it for clinical or emergency decisions.

23Limits on liability

To the extent the law allows:

• neither of us is liable to the other for indirect or consequential loss, or for lost profits, revenue, bookings or goodwill
• we are not liable for loss caused by your approved answers or settings, your practice software or phone provider, information a caller gives, or your clinic's clinical or emergency decisions
• our total liability under or in connection with these terms is limited to the fees you paid us in the 12 months before the claim

These limits don't apply to liability that can't be limited by law, such as for fraud, or for death or personal injury caused by negligence where the law doesn't allow it to be limited.

24Indemnity

You agree to cover our reasonable losses and costs from a claim by a third party (such as a caller or regulator) to the extent it is caused by your breach of these terms, your approved content, or your failure to give notices or get consents that the law requires of your clinic.

25Changes to these terms

We may update these terms as the service and the law change. For significant changes we'll email your account contact at least 30 days before they take effect. If you don't agree, you can cancel before then. If you keep using Chimehill after the change, the new terms apply.

26Disputes

If something goes wrong, please contact us first at hello@chimehill.com. We'll both try in good faith to resolve the problem before either of us starts court proceedings, unless urgent relief is needed.

Nothing in these terms limits the rights your clinic has under the consumer law that applies where it operates.

27General

• Events outside our control. Neither of us is responsible for delays or failures caused by events beyond reasonable control, such as network outages, power failures or natural disasters.
• Notices. We send notices to the email address on your account. You can send notices to hello@chimehill.com.
• Transfer. You may not transfer this agreement without our agreement. We may transfer it as part of a sale or restructure of our business, and will tell you if we do.
• Whole agreement. These terms, the privacy policy and anything we agree with you in writing are the whole agreement between us about the service.
• If part doesn't apply. If any part of these terms can't be enforced, the rest still applies.
• No waiver. If either of us doesn't enforce a right straight away, we can still enforce it later.
• Relationship. We are independent businesses. These terms don't create a partnership, employment or agency.