Privacy Policy | Other Terms & Conditions
Effective date: 18.10.25
Company: KlassKlinic AI Ltd
Registered in England & Wales
Company Number: 16767360
Website: https://www.klassklinicai.com
1️⃣ Introduction
KlassKlinic AI Ltd (“we”, “our”, “us”) respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use and safeguard your personal data when you visit our website, book a demo, or engage with our AI solutions.
We operate under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
2️⃣ Information We Collect
We may collect and process the following data:
Contact information: name, email address, phone number, clinic name, job title.
Booking data: demo appointment details via Setmore.
Chatbot interactions: information you share when using our AI assistant.
Technical data: IP address, browser type, device ID, pages visited.
Marketing data: your communication preferences and responses.
We do not knowingly collect sensitive personal information (e.g. medical records or health data).
3️⃣ How We Use Your Information
We use your data to:
Respond to enquiries and demo requests.
Provide, personalise and improve our AI solutions.
Send service communications and marketing (only with consent).
Maintain security and prevent fraud.
Meet legal or regulatory requirements.
We process data on the lawful bases of consent, contract, or legitimate interest.
4️⃣ Data Storage & Security
Website hosting provided by 10Web (servers located in the EU, protected with SSL encryption).
Email services handled by Fastmail, compliant with GDPR adequacy decisions.
Booking management handled through Setmore, which adheres to the EU-US Data Privacy Framework.
Access to all systems is restricted by password and multi-factor authentication.
We retain personal data only as long as necessary to fulfil the purposes set out above or as required by law.
5️⃣ Sharing of Information
We do not sell or rent your information.
We may share limited data with:
Service providers who help us operate our website (e.g. 10Web, Fastmail, Setmore).
Professional advisers such as accountants or legal representatives.
Regulators or authorities if required by law.
All third parties are bound by confidentiality and data-protection obligations.
6️⃣ Cookies & Tracking
Our site uses cookies to enhance functionality, analyse traffic and improve your experience.
You can manage or delete cookies at any time through your browser settings.
Analytics data may be processed by Google Analytics 4 or equivalent GDPR-compliant services.
7️⃣ Your Rights Under UK GDPR
You have the right to:
Request access to your data (“subject access request”).
Request correction or deletion of inaccurate data.
Withdraw consent to marketing at any time.
Object to processing based on legitimate interest.
Request data portability.
To exercise these rights, contact us at info@klassklinicai.com.
You may also complain to the Information Commissioner’s Office (ICO) via www.ico.org.uk.
8️⃣ International Transfers
Where our suppliers operate outside the UK or EEA, we ensure suitable safeguards (standard contractual clauses or adequacy decisions) are in place.
9️⃣ Data Retention
We keep enquiry and demo booking records for up to 12 months after your last interaction unless a longer retention period is required by law.
🔟 Changes to This Policy
We may update this Privacy Policy periodically.
The latest version will always appear on our website with the “Effective date” updated above.
1️⃣ Contact Us
If you have any questions about this policy or your personal data, please contact:
Data Controller: KlassKlinic AI Ltd
Email: info@klassklinicai.com
Website: www.klassklinicai.com
KlassKlinic AI Ltd - Refund and Cancellation Policy
The set-up fee is payable in advance and is charged separately for each branch.
The set-up fee may cover:
bespoke discovery and requirements gathering;
system configuration;
voice, accent, language, and personality design;
training and tuning;
dialect calibration;
integration with agreed clinic software;
testing and launch simulations;
initial deployment; and
the first month of calls or call-handling services, where stated on the applicable invoice or proposal.
The anticipated build period is up to fifteen (15) days from the date on which KlassKlinic AI Ltd has received the required payment, information, access credentials, approvals, and other Client materials.
The build period may be extended where delays are caused by the Client, a third-party software provider, telecommunications provider, integration dependency, inaccurate information, or circumstances outside our reasonable control.
4.1 Set-Up Fee Refunds
If the Client cancels before any work has commenced, KlassKlinic AI Ltd may provide a full or partial refund of the set-up fee, subject to:
the timing of the cancellation;
whether any work, configuration, consultation, or planning has commenced;
any non-recoverable third-party costs; and
any other sums properly due under the applicable agreement.
Once work has commenced, the set-up fee is generally non-refundable because it covers bespoke work and resources allocated specifically to the Client. This does not affect any refund or other remedy that cannot lawfully be excluded.
Completed work, completed configuration, approved design work, training, integration work, testing, or the first month of calls will not normally be refundable merely because the Client changes its mind or does not use the service.
The recurring monthly fee is charged per branch and covers the services stated in the applicable invoice, proposal, or order form. These services may include:
24/7 monitoring;
ongoing maintenance;
customer and technical support;
call handling;
SMS services;
WhatsApp services;
ongoing training; and
reasonable refinements to the AI Receptionist.
The recurring monthly fee will normally begin after the initial month covered by the set-up fee, unless the applicable invoice or written agreement states otherwise.
The monthly billing date will be the same calendar date as the commencement date or initial payment date. If that date does not occur in a particular month, payment will be taken on the final calendar day of that month.
Recurring payments will continue until the service is cancelled in accordance with this Policy or the applicable service agreement.
Invoices are payable within the period stated on the invoice. Unless otherwise agreed in writing, our standard payment term is fourteen (14) calendar days from the invoice date.
Where the Client authorises recurring billing:
the Client authorises KlassKlinic AI Ltd or its payment provider to charge the agreed recurring amount;
the Client must ensure that valid payment details are maintained;
the Client remains responsible for all fees properly due, even if a payment attempt fails;
failed payments may be retried through the payment provider; and
we may suspend services where payment remains overdue.
Where Stripe is used, payment information is processed through Stripe in accordance with Stripe’s applicable terms and privacy documentation. KlassKlinic AI Ltd does not intend to store full payment card details on its own systems.
The Client may cancel services by giving at least thirty (30) days’ written notice to:
info@klassklinicai.com
The notice must identify:
the Client’s legal or trading name;
the relevant branch or branches;
the services to be cancelled; and
the requested cancellation date.
Unless otherwise agreed in writing, the service will remain active during the notice period and all applicable fees will remain payable until the cancellation takes effect.
If cancellation notice is provided less than thirty (30) days before the next billing date, the Client may be charged for the applicable notice period. Cancellation does not automatically cancel outstanding invoices or other sums already due.
Monthly fees are charged for access to and provision of the relevant services during the applicable billing period.
No partial-month or pro-rata refund will generally be provided where:
the Client cancels part way through a billing period;
the Client does not use the service;
the Client’s clinic is temporarily closed;
the Client does not provide information or approvals required for the service; or
the Client’s own systems or processes prevent use of the service.
This does not affect any statutory right or remedy that cannot lawfully be excluded.
Subject to the circumstances and evidence available, KlassKlinic AI Ltd may provide a full or partial refund in the following situations:
9.1 Duplicate or Incorrect Charges
A refund may be issued where the Client has been charged more than once for the same service or has been charged an amount that is demonstrably incorrect.
9.2 Cancellation Before Work Starts
A refund may be issued where the Client cancels before bespoke work has commenced, subject to Section 4.1 of this Policy.
9.3 Material Service Failure
Where there is a material and persistent failure to provide the contracted service, the Client must first notify us and give us a reasonable opportunity to investigate and remedy the issue.
If the failure is not remedied within a reasonable period, KlassKlinic AI Ltd may, at its reasonable discretion and subject to the applicable agreement:
provide a service credit;
provide a partial refund for the affected period;
provide a full refund for an affected unused period; or
agree an alternative remedy.
The remedy will take into account the nature and seriousness of the issue, the period affected, the services actually available, and whether the issue was caused by KlassKlinic AI Ltd or by a third party or Client dependency.
Refunds may not be available where a loss of service, delay, or unsatisfactory result is caused by:
inaccurate, incomplete, or late information supplied by the Client;
the Client’s failure to provide access, approvals, content, or instructions;
changes requested by the Client after work has commenced;
misuse of the AI Receptionist or use outside the agreed scope;
the Client’s clinic software, booking platform, telephone provider, hosting provider, internet connection, or other third-party service;
outages, restrictions, or changes imposed by a third-party provider;
telecommunications failures;
suspension resulting from overdue payment or breach of contract;
the Client’s failure to follow implementation or operational instructions;
circumstances outside our reasonable control; or
work that has been completed, delivered, approved, or made available to the Client.
Nothing in this section excludes liability or remedies that cannot legally be excluded.
Refund requests must be submitted by email to:
info@klassklinicai.com
The request should include:
the Client’s name and business name;
the relevant branch;
invoice number;
payment date;
amount paid;
payment method;
the reason for the request; and
any supporting information or evidence.
We may request additional information to verify the payment and assess the request.
We aim to acknowledge refund requests within five (5) business days. Once a refund is approved, it will normally be processed within ten (10) business days using the original payment method.
The time taken for the refund to appear in the Client’s account may depend on the Client’s bank, card issuer, or payment provider. Stripe states that refunds may take approximately five to ten business days to appear, although processing times can vary.
We ask Clients to contact us first at info@klassklinicai.com so that we can investigate any billing concern and, where appropriate, issue a prompt refund or correction.
This request does not restrict or remove any legal right to contact a bank, card issuer, payment provider, or relevant authority. However, submitting a chargeback without first contacting us may delay resolution and may result in the provision of information about the transaction, invoice, service delivery, and communications to the payment provider.
We will cooperate reasonably with payment-provider investigations and provide accurate information relating to disputed transactions.
KlassKlinic AI Ltd is committed to protecting Client and patient information.
Our approach includes:
GDPR-compliant data protection practices;
encryption of data in transit and at rest;
data minimisation and collection of only what is necessary;
support for valid rights of erasure;
transparent processing information;
secure, enterprise-grade hosting and regular security reviews; and
no sale or unauthorised sharing of Client or patient data.
Unless otherwise agreed, the Client will generally act as the data controller and KlassKlinic AI Ltd will act as a data processor when processing personal data on the Client’s documented instructions.
Where required, the parties must enter into a separate Data Processing Agreement. That agreement will address matters including:
the nature, purpose, and duration of processing;
the categories of personal data and data subjects;
confidentiality;
security measures;
assistance with data subject rights;
breach and compliance assistance;
approved sub-processors;
audits and information rights; and
the return or deletion of data at the end of the services.
The Client remains responsible for ensuring that it has a lawful basis for collecting and sharing personal data, provides appropriate privacy notices, obtains any required consents, and gives lawful instructions regarding patient information.
The AI Receptionist is not a medical professional and must not be relied upon to provide medical diagnosis, clinical advice, emergency advice, or clinical treatment decisions. The Client remains responsible for approving the information, scripts, protocols, and escalation arrangements used by its AI Receptionist.
KlassKlinic AI Ltd will use reasonable care and skill in providing the services. The AI Receptionist is designed to support call handling, enquiries, bookings, SMS, and WhatsApp communications, subject to the agreed scope and technical dependencies.
The services may depend on third-party systems, including:
telephone and telecommunications networks;
messaging platforms;
WhatsApp;
booking and practice-management software;
hosting providers;
internet services; and
payment providers.
We are not responsible for outages, restrictions, failures, delays, policy changes, or security incidents caused solely by a third-party provider, although we will use reasonable efforts to investigate and address material issues.
No representation is made that the service will produce a particular level of revenue, bookings, no-show reduction, or return on investment.
KlassKlinic AI Ltd retains ownership of its AI technology, software, systems, workflows, algorithms, templates, designs, documentation, and related intellectual property.
The Client retains ownership of its own data, branding, content, clinic information, and materials supplied to us.
The Client grants KlassKlinic AI Ltd a limited licence to use Client materials solely to provide, configure, maintain, and support the services.
We may make reasonable changes to the services where necessary to:
improve security or performance;
comply with legal or regulatory requirements;
reflect changes to third-party platforms;
introduce improved functionality; or
maintain compatibility with supported systems.
We will provide reasonable notice of material changes to recurring fees or service scope. A price change will not affect amounts already paid for a completed billing period.
We may suspend or restrict the services where:
an invoice remains unpaid after its due date;
a recurring payment fails;
continued operation creates a security, legal, or operational risk;
the Client misuses the services; or
the Client materially breaches the applicable agreement.
Suspension does not remove the Client’s liability for fees already incurred. We will generally provide notice and a reasonable opportunity to remedy the issue unless immediate suspension is reasonably necessary.
Nothing in this Policy excludes, restricts, or limits any right, remedy, guarantee, warranty, or liability that cannot lawfully be excluded or limited.
Where a Client qualifies as a consumer under applicable law, mandatory consumer protections may apply in addition to this Policy. Those protections may include rights relating to reasonable care and skill, conformity with the contract, cancellation, refunds, and remedies for defective or improperly performed services.
Where the Client is acting wholly or mainly for business purposes, the relationship will generally be treated as business-to-business and the applicable commercial agreement will govern, subject to mandatory law.
This Policy and any dispute or claim arising from it shall be governed by the laws of England and Wales, unless mandatory law requires otherwise.
The courts of England and Wales shall have jurisdiction, subject to any mandatory rights available to a consumer or other protected customer under applicable law.
Questions about this Policy, cancellations, refunds, or payments should be sent to:
KlassKlinic AI Ltd Ground Floor, 108–112 Main Road Sundridge, Sevenoaks TN14 6ES United Kingdom
Email: info@klassklinicai.com Telephone: +44 20 4620 2356
KlassKlinic AI Ltd - Website Terms of Service
Last updated: 19.08.2026
Last updated: 19.08.2026
These Website Terms of Service (the “Terms”) govern access to and use of the KlassKlinic AI Ltd website and the purchase of services from KlassKlinic AI Ltd. By using our website, requesting a quotation, accepting an order, paying an invoice, or purchasing our services, you agree to these Terms.
In these Terms, “we”, “us” and “our” mean KlassKlinic AI Ltd. “Client”, “you” and “your” mean the business or organisation purchasing or using our services.
Section 1: Our Services
KlassKlinic AI Ltd provides bespoke AI Receptionist solutions designed for private clinics. Depending on the package selected and the applicable order, our services may include AI voice receptionist services, SMS communication, WhatsApp communication, appointment and enquiry handling, patient/client information capture, calendar and clinic-management-system integrations, bespoke voice/language/accent/personality configuration, training on clinic services and FAQs, testing and launch simulations, monitoring, ongoing training and refinements, technical support, and urgent-call or issue escalation to the Client’s nominated contact.
The exact features, integrations, usage limits, implementation requirements, and fees will be set out in the applicable quotation, invoice, order form, or statement of work.
We do not guarantee that every requested integration, feature, language, accent, or workflow will be technically available or suitable for every Client. Any custom development or integration requirements may be subject to additional fees and an agreed delivery timetable.
Section 2: Definitions and Interpretation
“AI Receptionist” means the AI-enabled receptionist solution we configure and provide under an order.
“Client Materials” means your data, content, branding, scripts, clinic information, workflows and other materials supplied to us.
“Order” means the applicable quotation, invoice, order form, statement of work or similar document that sets out the services and fees agreed between you and us.
References to “including” and similar words are illustrative and do not limit the scope of the words that follow.
Section 3: Eligibility and Contract Formation
Our services are intended for business clients. By placing an order or using the services, you confirm that you are acting in the course of business and have authority to bind the relevant organisation.
A contract is formed when we confirm your order in writing, or when you pay an invoice or set-up fee, or when we otherwise begin providing the services (whichever occurs first), unless we state otherwise in writing.
If we enter into a separate written service agreement with you, it will apply alongside these Terms. If there is a conflict, the separate written agreement will take priority to the extent of the conflict.
Section 4: Service Build and Implementation
Following receipt of any applicable set-up fee and the information reasonably required from you, we will begin the onboarding and co-creation process, which may include discovery, voice design, training and tuning, dialect calibration, integration with agreed systems, and testing and launch.
We aim to design, build, test, and launch the AI Receptionist within fifteen (15) days or less, subject to your timely provision of accurate information and materials, access to required systems and accounts, availability of third-party platforms, the complexity of the requested configuration, your timely review and approval of outputs, and the absence of events outside our reasonable control.
Any stated build period is an estimate unless expressly confirmed as a fixed contractual deadline in writing.
You are responsible for ensuring that the information, scripts, instructions, pricing, treatment details, FAQs, clinical protocols, and other materials supplied to us are accurate, lawful, current, and suitable for use by the AI Receptionist.
Section 5: Support, Monitoring and Service Scope
Unless otherwise stated in the applicable order, we provide monitoring intended to identify technical issues and service interruptions, ongoing training and reasonable refinements, support for technical queries and configuration matters, and dedicated support during our standard support hours of Monday to Friday, 6:00 am to 6:00 pm UK time, excluding UK public holidays.
Monitoring and support do not constitute a guarantee that the service will be uninterrupted, error-free, or available through every communication channel at all times.
Section 6: Client Responsibilities
You agree to provide complete, accurate, and current information, cooperate with onboarding, configuration, testing and launch, provide timely access to systems and integrations, maintain all necessary licences/permissions/subscriptions/consents for third-party systems, and review and approve scripts, workflows, responses, data fields and escalation rules.
You must ensure your use of the services complies with applicable laws, regulations, professional requirements and industry standards, including requirements relating to transparency notices, call recording and electronic communications.
You must keep account credentials secure and promptly notify us of any suspected security incident, unauthorised access, error, or misuse.
You must not use the services for unlawful, fraudulent, harmful, abusive, discriminatory, misleading or deceptive activity, and you must not process or transmit content that infringes another person’s rights or breaches applicable law.
Section 7: Medical and Emergency Disclaimer
The AI Receptionist is an administrative and communications tool. It is not a doctor, nurse, clinician, therapist, veterinary professional, emergency service, or substitute for qualified professional advice.
The AI Receptionist must not be relied upon to diagnose a condition, provide medical/veterinary/therapeutic/clinical advice, determine a treatment plan, assess or manage an emergency, provide clinical triage beyond workflows expressly approved by the Client, or replace professional judgment.
The Client must configure appropriate escalation procedures and clearly communicate to callers how to obtain urgent or emergency assistance. The AI Receptionist must not be presented as an emergency service.
The Client remains responsible for reviewing and approving all clinical, treatment-related, safety, and escalation content used in its AI Receptionist.
Section 8: Fees and Payment
Fees are set out in the applicable order and are generally charged per branch unless otherwise agreed in writing.
Recurring fees continue until the services are validly cancelled and any applicable notice period has expired, in accordance with the applicable order and Section 9.
Payment methods may be made available through Stripe or another approved payment provider. By submitting payment details, you authorise us (or our payment provider) to charge the applicable fees in accordance with the applicable order.
All setup fees, recurring fees, billing arrangements, cancellation rights, refunds and related payment matters are governed by KlassKlinic AI Ltd’s separate Refund and Cancellation Policy, which forms part of these Terms by reference.
Section 9: Refunds and Cancellation
All setup fees, recurring fees, billing arrangements, cancellation rights, refunds and related payment matters are governed by KlassKlinic AI Ltd’s separate Refund and Cancellation Policy, which forms part of these Terms by reference.
Section 10: Data Protection and Privacy
Personal data is handled in accordance with KlassKlinic AI Ltd’s separate Privacy Policy and, where applicable, a Data Processing Agreement, each of which forms part of these Terms by reference. No unauthorised third-party sharing.
Section 11: Confidentiality
Each party must protect the other party’s non-public confidential information and use it only for the purposes of performing or receiving the services.
Confidential information does not include information that is publicly available through no breach of these Terms, was lawfully known to the receiving party before disclosure, is lawfully received from a third party without confidentiality restrictions, or is independently developed without using the other party’s confidential information.
A party may disclose confidential information where required by law, court order, or a competent regulator, provided that it gives advance notice where legally permitted.
These confidentiality obligations continue after termination of the relevant services.
Section 12: Intellectual Property
All intellectual property rights in our website, platform, software, AI models, technology, systems, documentation, workflows, templates, methods, processes, and underlying infrastructure belong to KlassKlinic AI Ltd or our licensors.
Subject to payment of all applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the services for your internal business purposes during the applicable subscription period.
Section 13: Client Materials and Licence
You retain ownership of Client Materials.
You grant us a limited licence to host, copy, process, adapt, transmit, and display Client Materials only as reasonably necessary to provide, support, secure, and improve the services.
We may use general feedback, suggestions, or recommendations provided by you without restriction, provided that we do not disclose your confidential information or identify you without permission.
Section 14: Third-Party Services and Integrations
The services may depend on telephone networks, internet connectivity, cloud hosting, messaging platforms, payment providers, calendar systems, clinic-management software, and other third-party services.
We are not responsible for interruptions, delays, errors, restrictions, price changes, or failures caused by a third-party provider or by circumstances outside our reasonable control.
Third-party integrations may be subject to separate terms and privacy policies. You are responsible for ensuring that you have the right to use any third-party system and for maintaining any required third-party account.
Section 15: Availability and Service Changes
We do not guarantee uninterrupted or error-free availability.
We may update, modify, replace, or discontinue features where reasonably necessary for security, legal, technical, operational, or commercial reasons. We will use reasonable efforts to avoid materially reducing the core functionality of a paid service.
Section 16: Acceptable Use
You may use our website and services only for lawful purposes.
You must not interfere with the operation or security of the website, attempt to gain unauthorised access, introduce malicious code, copy or exploit website content except as permitted by law, use the website to transmit unlawful or harmful material, or misrepresent your identity or authority.
Website content is provided for general information and does not constitute medical, legal, financial, or professional advice.
Section 17: Suspension and Termination
We may suspend or restrict access to all or part of the services where reasonably necessary to prevent a security threat, comply with law or a regulatory requirement, protect our systems or other customers, investigate suspected misuse, address non-payment, or prevent material harm to our business or service infrastructure.
Where reasonably practicable, we will notify you before suspension and provide an opportunity to remedy the issue.
Either party may terminate an order in accordance with the Refund and Cancellation Policy, the applicable order, and any applicable written service agreement.
Termination does not affect rights or obligations that arose before termination. Any unpaid fees become immediately due on termination.
Section 18: Warranties and Disclaimers
To the maximum extent permitted by law, the services are provided for administrative and communications purposes. We do not guarantee that the AI Receptionist will understand every communication correctly, that every call/message/enquiry/booking will be captured or converted, or that availability will be uninterrupted or error-free.
Projected revenue increases, cost savings, return on investment, or operational improvements are estimates and are not guarantees.
The Client remains responsible for reviewing AI-generated outputs and maintaining appropriate human oversight, and for the accuracy and lawfulness of its content, instructions, clinical information and workflows.
Nothing in these Terms excludes liability or makes any disclaimer to the extent that doing so would be unlawful.
Section 19: Limitation of Liability
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of obligations that cannot legally be limited or excluded, or any other liability that cannot be limited or excluded under applicable law.
Subject to the above, neither party will be liable for indirect, incidental, special, consequential, or punitive loss, or for loss of profit, revenue, business, goodwill, anticipated savings, or opportunity.
Subject to the above, our total aggregate liability arising out of or in connection with the services will not exceed the total fees paid or payable by you to us under the relevant order during the six (6) months immediately preceding the event giving rise to the claim.
The limitations in this section apply whether the claim arises in contract, tort, negligence, breach of statutory duty, misrepresentation, restitution, or otherwise.
Section 20: Indemnity
You will indemnify and hold us harmless from and against losses, liabilities, costs and expenses (including reasonable legal fees) arising out of or in connection with any claim by a third party that results from (a) your breach of these Terms, (b) Client Materials, or (c) your unlawful use of the services, except to the extent caused by our negligence or wilful misconduct.
Section 21: Governing Law and Dispute Resolution
These Terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes or claims, are governed by the laws of England and Wales.
The courts of England and Wales will have exclusive jurisdiction, except where mandatory law gives a party a right to bring proceedings in another jurisdiction.
Section 22: General Provisions and Contact Details
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect.
A failure or delay in enforcing any right does not waive that right.
You may not assign or transfer your rights or obligations without our prior written consent. We may assign or transfer these Terms as part of a merger, reorganisation, sale of assets, or transfer of our business, provided your rights are not materially reduced.
Nothing in these Terms creates a partnership, agency, employment relationship, or joint venture between the parties.
These Terms, together with any applicable order, the Refund and Cancellation Policy, the Privacy Policy, and any applicable Data Processing Agreement, constitute the agreement between you and us concerning the relevant services.