1. Acceptance of Terms
These Terms of Service ("Terms") govern your access to and use of the CareConvo AI platform and related services (collectively, "Services") provided by CareConvo AI, Inc. ("CareConvo AI," "we," "our," or "us"). By accessing or using the Services, you agree to be bound by these Terms and our Privacy Policy.
If you are using the Services on behalf of a healthcare organization, you represent that you have the authority to bind that organization to these Terms, and "you" refers to both you individually and the organization.
2. Description of Services
CareConvo AI provides an AI-powered conversational platform for digital patient engagement, including but not limited to:
- Appointment scheduling and reminder automation
- Pre-visit intake form collection and EHR data integration
- Medication reminder and adherence support communications
- Post-discharge follow-up conversations
- AI-assisted symptom triage (as a clinical decision support tool only)
- Analytics and reporting dashboards
Important: The CareConvo AI platform is a communication and workflow automation tool. It is not a medical device, does not provide medical advice or diagnosis, and does not replace the clinical judgment of licensed healthcare professionals. Triage functionality is provided as decision support only and must be supervised by qualified clinical staff.
3. Account Registration and Access
To use the Services, you must create an account and provide accurate, complete information. You are responsible for:
- Maintaining the confidentiality of your account credentials
- All activities that occur under your account
- Notifying us immediately of any unauthorized access
- Ensuring all users with access to your account comply with these Terms
4. HIPAA Business Associate Agreement
If you are a "covered entity" or "business associate" as defined by HIPAA, use of our Services to process Protected Health Information (PHI) requires execution of a separate Business Associate Agreement (BAA) with CareConvo AI. No PHI may be processed through the Services until a BAA is in effect. Our standard BAA is available upon request and is included with all paid plans.
5. Acceptable Use
You agree to use the Services only for lawful purposes and in accordance with these Terms. You agree NOT to:
- Use the Services in violation of HIPAA, HITECH, or applicable state health privacy laws
- Transmit PHI without a valid BAA in place
- Use the Services to provide emergency medical services or crisis intervention without appropriate clinical oversight
- Attempt to reverse engineer, decompile, or extract the underlying AI models
- Share access credentials with unauthorized parties
- Use the Services to send spam, unsolicited marketing, or communications not related to patient care
- Interfere with or disrupt the integrity or performance of the Services
6. Subscription, Billing, and Cancellation
Paid subscriptions are billed in advance on a monthly or annual basis. Prices are as described on our pricing page. We reserve the right to change pricing with 30 days' written notice to existing customers. Annual subscriptions are non-refundable except as required by law. Monthly subscriptions may be cancelled at any time with effect at the end of the current billing period.
7. Intellectual Property
CareConvo AI retains all intellectual property rights in the Services, including our AI models, conversation templates, clinical content, and platform software. You retain all rights to your organization's data and any custom conversation flows or templates you create using our platform. You grant CareConvo AI a limited license to process your data solely to provide the Services.
We may use aggregated, de-identified data (never PHI) to improve our AI models and platform features, provided this data cannot be used to identify any individual patient or healthcare organization.
8. Service Availability and SLAs
We target 99.9% monthly uptime for all paid plans, excluding scheduled maintenance windows. Enterprise customers receive formal SLA commitments in their Order Form. Our status page at status.careconvo.ai provides real-time and historical uptime information. In the event of extended service outages, credits may be applied per our SLA terms.
9. Limitation of Liability
To the maximum extent permitted by law, CareConvo AI's total liability for any claim arising from your use of the Services shall not exceed the amounts paid by you in the 12 months preceding the claim. We are not liable for indirect, incidental, consequential, or punitive damages.
Notwithstanding the above, nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.
10. Indemnification
You agree to indemnify and hold harmless CareConvo AI and its officers, directors, employees, and agents from any claims, damages, or expenses (including reasonable attorneys' fees) arising from your use of the Services in violation of these Terms, your violation of any applicable law, or your infringement of any third-party rights.
11. Termination
Either party may terminate the Services upon written notice for material breach if the breach is not cured within 30 days of notice. CareConvo AI may suspend or terminate access immediately for violation of acceptable use terms, non-payment, or threats to security. Upon termination, you may request export of your data within 30 days, after which data will be securely deleted.
12. Governing Law
These Terms are governed by the laws of the State of California, without regard to its conflict of law provisions. Any disputes will be resolved through binding arbitration in San Francisco, California, except that either party may seek injunctive relief in court for intellectual property violations.
13. Changes to Terms
We may update these Terms periodically. We will provide at least 30 days' notice of material changes via email to account administrators. Your continued use of the Services after the effective date constitutes acceptance of the updated Terms.
14. Contact
For questions about these Terms, please contact: legal@careconvo.ai or CareConvo AI, Inc., 123 Health Innovation Drive, San Francisco, CA 94105.