Terms of Service

Last updated: 2026-07-22

1. Definitions

• “Replyion”, “we”, “us” — Replyion SL (in formation), Spain.
• “Service”— the Replyion AI patient coordinator operating on the Clinic’s WhatsApp Business number, together with the operator console and related tooling.
• “Clinic”, “you” — the healthcare organisation or professional that contracts the Service.
• “Patient” — an individual who communicates with the Clinic through the Service.
• “DPA” — the Data Processing Agreement between Replyion and the Clinic governing patient data.

2. Acceptance

By contracting or using the Service, the Clinic accepts these Terms. If you use the Service on behalf of an organisation, you confirm you are authorised to bind it.

3. Eligibility

The Service is offered to clinics and healthcare professionals only. You must be at least 18 years old and legally able to enter into contracts. The Service is not offered directly to consumers.

4. The service

Replyion provides an AI patient coordinator that operates on the Clinic’s WhatsApp Business number. It answers patient inquiries using the information the Clinic configures, helps book consultations into the Clinic’s calendar, and escalates clinical questions to the Clinic’s medical team.

5. Clinic responsibilities

• Accurate configuration. The Clinic is responsible for the accuracy of the services, prices, hours, staff details, and FAQs it configures. The coordinator answers from that configuration.
• Medical oversight. The Clinic maintains clinical responsibility and appropriate medical oversight of all patient interactions and escalations.
• Patient-facing legal bases. The Clinic, as data controller for patient data, is responsible for establishing and documenting the legal bases for processing patient data, including health data.
• WhatsApp number ownership. The Clinic must own or control the WhatsApp Business number the Service operates on and comply with WhatsApp Business terms.

6. Patient communications

Replyion is a coordination tool. The Clinic remains responsible for patient care and for the clinical content of its relationship with patients. Nothing in the Service replaces the Clinic’s professional judgement or its duties to patients.

7. Acceptable use

The Service may not be used to:

• contact individuals without a lawful basis;
• offer or promote services the Clinic is not legally permitted to provide in its jurisdiction;
• circumvent WhatsApp Business Platform policies;
• interfere with, probe, or disrupt the Service or its security controls; or
• pursue any unlawful purpose.

8. AI limitations

The coordinator’s responses are AI-generated. The AI does not diagnose and does not give medical advice — this is technically enforced. Clinical questions are escalated to the Clinic’s medical team. Under supervised operation, outputs are reviewed before or alongside delivery as configured for the Clinic. In every case, the Clinic’s medical team is the authority on clinical matters.

9. Availability and support

We use commercially reasonable efforts to keep the Service available and to correct faults promptly. Support is provided via hello@replyion.com.

10. Fees

Fees, billing frequency, and payment terms are set out in the applicable order form or agreement between Replyion and the Clinic.

11. Suspension and termination

Either party may terminate for material breach that remains uncured 14 days after written notice. We may suspend the Service immediately where necessary to protect patients, the Clinic, other customers, or the platform — including for violations of the acceptable-use rules — and will notify the Clinic without undue delay. Termination and data-return consequences for patient data are governed by the DPA.

12. Intellectual property

Replyion retains all rights in the Service, its software, and its documentation. The Clinic retains all rights in its own data and configuration content. Each party grants the other only the licences strictly necessary to operate the Service during the agreement.

13. Confidentiality

Each party will protect the other’s confidential information with at least reasonable care and use it only to perform under these Terms, except where disclosure is required by law.

14. Data protection

Our Privacy Policy describes how personal data is processed. For clinic contracts, patient data processing is governed by the DPA, which forms part of the agreement between Replyion and the Clinic.

15. Liability

To the extent permitted by law, Replyion’s total aggregate liability under these Terms is capped at the fees paid by the Clinic in the twelve months preceding the event giving rise to liability. Replyion is not liable for clinical outcomes, which remain the Clinic’s responsibility. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

16. Indemnification

The Clinic will indemnify Replyion against third-party claims arising from the Clinic’s breach of these Terms, its configuration content, or its failure to meet its own legal obligations to patients, except to the extent caused by Replyion’s breach.

17. Governing law

These Terms are governed by the laws of Spain. Disputes are subject to the exclusive jurisdiction of the courts of Barcelona.

18. Changes

We may update these Terms. The “Last updated” date above reflects the current version, and material changes are notified to clinic operators before they take effect.

19. Contact

Replyion SL (in formation), Spain — hello@replyion.com.