Terms & Conditions

By creating an OpsPilot account, connecting a provider, or otherwise using OpsPilot, you agree to these Terms & Conditions on behalf of the clinic or organization you represent. If you do not agree, do not use the service.

OpsPilot is a staff-facing front desk workspace for clinics: a unified inbox, AI drafts, approvals, escalations, appointments, waitlist, reminders, audit logging, and lead-recovery workflows. OpsPilot is an assistant to clinic staff, not a replacement for them — every patient-facing action staff would normally take by hand stays staff-controlled, with a small number of narrow, named, tenant-opted-in exceptions described in-product on the Trust Center page.

OpsPilot is not an AI doctor or a clinical decision system, and is never intended to become one. Nothing OpsPilot's AI drafts, summarizes, or suggests is medical advice, diagnosis, or treatment.

Each clinic operates as its own isolated tenant. You are responsible for the accuracy of information you provide, for the conduct of staff accounts you create under your tenant, and for assigning roles (owner, admin, front desk, etc.) appropriate to what each staff member should be able to see or do. Access control and tenant isolation are enforced by OpsPilot server-side; your organization is still responsible for who it grants an account to and what role it assigns them.

Plans, pricing, and trial terms are described on the Pricing page and may change with notice. Where a free trial is offered, it converts to a paid subscription only as disclosed at signup. Fees are billed in advance on the interval shown for your plan; you can cancel or change plans from Settings, effective as described at cancellation.[Refund policy, proration, and tax handling to be finalized with legal/finance review.]

• Do not use OpsPilot to send content a recipient has not consented to receive, or in violation of applicable messaging/telemarketing law.
• Do not attempt to bypass approval, safety-detector, RBAC, or tenant-isolation controls, or to access another tenant's data.
• Do not use OpsPilot to provide clinical diagnosis, prescribe treatment, or otherwise substitute AI output for a licensed clinician's judgment.
• Do not upload real patient data into demo, sandbox, or non-production environments explicitly marked for testing.
• Do not use the service to store or transmit real provider secrets, passwords, or payment credentials through chat/AI input fields.

OpsPilot's AI drafts, classifies, and suggests; it does not decide. A deterministic safety detector — not the AI provider — is the sole authority on clinical or legal-dispute risk classification, and cannot be overridden by AI output. By default, a human staff member must review and approve every AI-drafted patient-facing message before it sends. A narrow set of named, off-by-default, tenant-opted-in exceptions (fixed reminder/template sends, and grounded answers built only from your own staff-approved knowledge base) are documented in-product; enabling them is your clinic's deliberate choice, and your clinic remains responsible for reviewing whether they are appropriate for your patient population and jurisdiction.

AI output can be wrong. You are responsible for the final content of anything your staff approves and sends, exactly as if a staff member had drafted it themselves.

Channels like WhatsApp, Instagram, Facebook, SMS/voice, email, calendar, and payment processors are only active once you connect them with your own real, encrypted credentials through Settings — never automatically. Your use of a connected provider is also subject to that provider's own terms (e.g., Meta's WhatsApp Business terms, your telephony carrier's terms). OpsPilot is not responsible for a third-party provider's availability, pricing, or policy changes.

Our handling of personal data, including patient/contact data your clinic processes through OpsPilot, is described in the Privacy Policy. For most patient data, your clinic is the data controller and OpsPilot acts as processor on your instructions; you remain responsible for your own HIPAA/GDPR/UK GDPR/Australia Privacy Act obligations. OpsPilot is built to be compliance-conscious, not compliance-certified.

We aim to keep OpsPilot available and responsive, but the service is provided without a guaranteed uptime commitment unless a separate written SLA has been agreed. Scheduled maintenance and provider-side outages (e.g., a messaging or calendar provider being down) may affect specific channels independently of OpsPilot's own availability.[Support hours/SLA to be finalized per plan.]

You may cancel your subscription at any time from Settings. We may suspend or terminate an account for material breach of these terms — including attempts to bypass approval, safety, or tenant-isolation controls, or use of the service for unlawful patient communication — with notice where practicable. On termination, data export and deletion follow the retention terms in the Privacy Policy.

OpsPilot is provided "as is" and "as available." To the maximum extent permitted by law, OpsPilot disclaims implied warranties of merchantability, fitness for a particular purpose, and non-infringement, and is not liable for indirect, incidental, or consequential damages arising from use of the service, including AI output that a staff member approved and sent.[Liability cap and carve-outs (e.g., gross negligence, data breach) to be set with legal/insurance review.]

These terms are governed by the laws of [Jurisdiction], without regard to conflict-of-laws principles.[To be finalized with legal review.]

We may update these terms as the product changes. We will update the "Last updated" date above when we do, and, for material changes, aim to notify clinic administrators in-product or by email before they take effect.

Questions about these terms can be sent to [legal@your-domain.example].