Terms of Service

1. Agreement to Terms

By accessing or using Salutant ("Service"), you agree to be bound by these Terms of Service. "We", "us" and "our" mean Grounded Scribe Pty Ltd. If you do not agree, do not use the Service.

These terms apply to all users, including individual practitioners and practice accounts. We may update these terms from time to time and will notify you of material changes via email or through the Service.

2. Service Description

Salutant is an AI receptionist for health practices. It provides:

• An Australian phone number for your practice, and instructions to forward your existing practice line to it
• An AI receptionist that answers your calls, answers questions about your practice from the information you give it, takes messages and voicemails, and books or requests appointments
• Bookings into Halaxy, Cliniko or Nookal, or into the Salutant calendar. By default a booking waits for you to approve it; you can choose to have bookings go straight into your diary
• A chat widget for your website that answers questions, takes messages and requests bookings, as on the phone
• Where available, texts to callers, including texts with a secure reply link that stays open for 7 days
• Calls from your dashboard to Australian numbers, for example to call a client back
• Faxes from your dashboard to Australian landline fax numbers (send only)
• Transcripts of calls and chats, call summaries, and an email to you after each call or once a day, as you choose
• Optional call notes: if the practice owner switches them on, a summary of each call added to the client's clinical notes in your practice software (Section 4A)

At the start of every call the receptionist tells the caller it is an AI receptionist and that it keeps a written record of the call. Every website chat starts with the same notice. These notices cannot be turned off.

2A. No Clinical Advice and Not an Emergency Service

Salutant is an administrative tool. The receptionist does not take clinical histories, triage, or give medical or clinical advice, diagnosis or treatment recommendations, and it does not replace your professional judgement. Salutant is an administrative tool for answering calls and taking messages. It does not diagnose, treat, monitor or prevent any condition or give clinical advice, and it is not a medical device within the meaning of section 41BD of the Therapeutic Goods Act 1989 (Cth).

Salutant is not an emergency service. A caller who describes an emergency or crisis is told to call triple zero (000) and given Lifeline (13 11 14) and other crisis lines. You can also choose to have the greeting tell every caller about emergency and crisis support; it is off unless you switch it on. You remain responsible for how your practice responds to urgent messages.

3. Account Registration

To use the Service, you must:

• Be at least 18 years of age
• Provide accurate and complete registration information
• Provide accurate business details (such as your business name, ABN and address) when you get a phone number, as Australian phone carriers require
• Maintain the security of your account credentials
• Notify us immediately of any unauthorised use of your account

You are responsible for all activity that occurs under your account.

4. Your Responsibilities

As a practice using Salutant, you acknowledge and agree that:

• You are responsible for telling your clients and callers that your practice uses an AI receptionist (for example in your privacy policy and on your website), and for obtaining any consent the law or your professional obligations require. The receptionist's own notice at the start of each call and chat does not replace this
• The receptionist answers from the information you give it. You are responsible for keeping your practice details, hours, fees, services and other answers accurate and up to date
• You are responsible for checking messages, voicemails and bookings, approving or declining booking requests, and responding to callers in good time
• You must comply with all applicable professional regulations, codes of conduct, and privacy legislation, including when you text or call clients through the Service
• Salutant is an administrative tool and does not replace professional clinical judgement

4A. Optional Call Notes

Call notes are off unless the practice owner switches them on, and they start only from calls made after that; earlier calls are not added. When they are on, after a call Salutant adds a summary of the call to the client's clinical notes in your practice software (Cliniko, Halaxy or Nookal), but only when it is sure who the client is (the full name and date of birth given on the call match the client's record), and never when the call was about someone else. The summaries are written by AI and can include health and risk information the caller shared. They are added as drafts where your practice software allows (Cliniko and Halaxy); Nookal does not support drafts, so they are added as notes there.

Salutant only adds notes. It does not read your clinical notes, except that in Nookal it checks that client's notes just before and just after adding one, so a note is never added twice and is confirmed as saved.

You are responsible for reviewing call notes before relying on them, and for your clinical records. Once added, a call note is part of your records in your practice software and is kept, changed or deleted under your own processes. We cannot change or delete it there.

5. Subscriptions and Payments

5.1 Plans and Billing

• Subscription plans are billed monthly
• All prices are in Australian Dollars (AUD) and are GST-exclusive
• Payment is processed by a PCI DSS Level 1 compliant payment processor
• You authorise us to charge your payment method on a recurring basis until cancelled

Plans are sized by booking seats. A booking seat is a clinician your receptionist books appointments for. Plus any number of clinicians on questions and messages only, free. Each plan includes call minutes and fax pages each month:

• Solo: 1 booking seat. 180 call minutes and 20 fax pages included. $49 a month.
• Team: Up to 5 booking seats. 360 call minutes and 50 fax pages included. $129 a month.
• Clinic: Up to 10 booking seats. 720 call minutes and 100 fax pages included. $249 a month.

Any introductory offer, such as a founding-practice discount, applies as described when you sign up.

5.2 Free Test Calls

Before you choose a plan you can make test calls to your receptionist, up to 30 minutes a day, without a card. Salutant paid plans do not include a free trial. Your first plan charge is taken at the end of setup, once the phone carrier has approved your business details and you choose your number; nothing is charged before then.

5.3 Minutes, Balance and Top-ups

Included minutes and fax pages reset on your plan's renewal date each month. Unused included minutes and fax pages do not carry over. Calls the receptionist answers that end within 20 seconds aren't counted. Every other call is counted per started minute, so a call of 1 minute and 5 seconds counts as 2 minutes.

Use beyond your plan is paid from your Salutant balance:

• Each minute the receptionist answers past your included minutes: 40c
• Each part of a text to a caller: 20c. A text with a secure reply link: 40c, including replies on its page
• Each minute of a call you make from your dashboard: 20c, paid from your balance only, never from included minutes. Calls to 13 and 1300 numbers aren't available
• Each fax page past your included fax pages: 10c. Pages are counted with the cover page. A fax is sent only when your balance covers it, and one the fax network refuses outright is not charged

You add to your balance with a top-up. GST is added once, on the top-up; usage then comes off your balance at face value. Top-ups available: pay $20, get $20; pay $50, get $52.50; pay $100, get $110; pay $200, get $240. You can choose automatic top-up (for example, add $20 when your balance drops under $5); it is off unless you turn it on.

When your included minutes are used up and your balance is not above zero, new calls go to voicemail only until you top up. A call already under way is never cut off, and its extra minutes may take your balance below zero; that amount comes off your next top-up. Unused top-up credit is refundable (see Section 5.5).

5.4 Subscription Cancellation

You may cancel your paid subscription at any time through the secure billing page in your account settings. Cancellation takes effect at the end of the current billing period, and you retain access until then. No partial refunds are given for the rest of the period. When you cancel, you can choose to pause your plan instead (Section 5.8). Refunds are addressed in Section 5.5 below.

Subscription cancellation is not the same as account deletion. To permanently delete your account and all associated data, see Section 12.

5.5 Refunds

Subscription fees are billed in advance and are generally non-refundable. We do not provide refunds or credits for partial billing periods, for periods during which you did not use the Service, or for a change of mind after a payment has been processed. Unused top-up credit in your balance is different: we refund it on request, including when you close your account. Plan fees already paid are not refunded.

Nothing in this clause limits the consumer guarantees under the Australian Consumer Law. If the Service is not supplied with due care and skill, is not reasonably fit for a purpose we represented, or otherwise fails to meet a consumer guarantee, you are entitled to a remedy (which may include a refund) as required by law.

We may, at our discretion and as a gesture of goodwill, offer a refund, credit, or complimentary period in circumstances where we are not legally required to do so. Doing so does not create any obligation to do so on future occasions. To request a refund, contact support@salutant.com within 14 days of the charge, quoting your account email and receipt number.

5.6 Changes to Fees

We may change subscription fees, per-minute and per-text charges, and top-up amounts from time to time. We will give you at least 30 days of notice before any fee increase takes effect, by email or in-app, and the increased fee will apply from your next billing period. You may cancel before the change takes effect.

5.7 Plan Changes (Upgrades and Downgrades)

You can change your plan at any time from the secure billing page. Upgrades take effect immediately: the unused part of your current plan's fee for the rest of the billing period counts towards the higher plan, and you pay the pro-rata difference (plus GST). Downgrades take effect at the end of the billing period, without pro-rata refunds or credits. Nothing in this clause limits your rights under the Australian Consumer Law.

5.8 Pausing Instead of Cancelling

When you cancel, you can choose to pause your plan instead. The pause starts at the end of your current paid period and lasts 30 days, free of charge. While paused, your receptionist does not answer calls, your number takes voicemail only, and you keep your number. We email you 7 days before the pause ends.

If you change your mind before your paid period ends, your plan continues as it was. If you renew during the pause, you start a new plan at the current price and keep the same number; a founding-practice discount applies only while founding places remain. If you do not renew by the end of the 30 days, your plan ends and the number is released. You can pause once in any 12-month period; undoing a pause before it starts does not use it up.

5.9 Phone Numbers

If you cancel a subscription to which a phone number is assigned (without pausing), the number keeps working until the end of the billing period, when your plan ends. We then hold the number for 30 days: it takes voicemail only and your receptionist does not answer calls. If you choose a plan within those 30 days, you start a new plan at the current price and keep the same number. If you do not, the number is released and may no longer be recoverable. We email you 7 days before it is released. You are responsible for updating any place the number is published, and for asking your phone provider to stop forwarding your practice line to it before it is released. If a plan payment fails, your plan is paused for up to 14 days: you keep your number, it takes voicemail only, and your receptionist does not answer calls. If you update your payment details and the payment goes through within those 14 days, your plan resumes. We email you when 7 days are left. If the payment still has not been made after 14 days, your subscription is cancelled and the number is released.

6. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose
• Present the receptionist as a person, or try to remove or change its AI receptionist notice
• Send marketing or promotional texts. Texts from Salutant are for practical messages about a client's appointments and care only
• Share your account credentials with others
• Attempt to gain unauthorised access to the Service or its systems
• Use the Service in a manner that could damage, disable, or impair the Service
• Reverse-engineer, decompile, or disassemble any part of the Service

7. Intellectual Property

Platform Ownership

The Service, including its software, user interface, visual design, and all original content, is owned by Grounded Scribe Pty Ltd and is protected by Australian and international intellectual property laws.

Your Content

You retain ownership of the content you provide or create using the Service, including your practice information, messages, transcripts and call summaries. We do not claim any ownership rights over your content.

8. Data and Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your information, including where calls are carried and processed.

You are responsible for ensuring that your use of the Service complies with all applicable privacy and health records legislation, including the Privacy Act 1988 (Cth) and relevant state and territory health records acts.

Call audio is not kept. Call and chat transcripts, messages and voicemail recordings are kept for the period you choose in your settings (one week, one month or one year; one month unless you change it) and are then permanently deleted.

8.1 Communications

By creating an account you agree to receive essential service emails (billing, security, phone number and account status), which are required to operate the Service. You may also receive occasional product news and special offers; these include a one-click unsubscribe link, without affecting essential account emails.

9. Limitation of Liability

To the maximum extent permitted by law, Grounded Scribe Pty Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.

Our total liability for any claim arising from or related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.

We do not guarantee the accuracy of AI-generated answers, transcripts, summaries or messages, or that the receptionist will understand every caller. You should check messages, bookings and transcripts before relying on them.

10. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied. We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components.

Nothing in these terms excludes or limits any consumer guarantee under the Australian Consumer Law that cannot be excluded or limited.

11. Service Availability

We aim to maintain high availability of the Service but do not guarantee uninterrupted access. We may temporarily suspend the Service for maintenance, updates, or circumstances beyond our control. Calls also depend on phone networks and on your call forwarding, which we do not control.

12. Account Deletion and Termination

12.1 What Is Deleted Automatically

Transcripts, messages and voicemail recordings are deleted automatically at the end of the period you choose (Section 8). We do not otherwise automatically delete your account.

12.2 User-Requested Account Deletion

You may request permanent deletion of your account at any time by emailing support@salutant.com. Account deletion is a permanent action that cannot be reversed. We acknowledge your request, delete your account and all associated data, and send you a written confirmation by email that the deletion has been completed. We delete your account 30 days after your request. During those 30 days you can ask us for a copy of your data, and we will send it to you before deletion.

12.3 Inactive Accounts

If your account has had no activity (no logins, calls, or use of any features) for a continuous period of 12 months, we may contact you by email to confirm whether you wish to keep your account active. No account will be deleted without your explicit written confirmation. If we are unable to reach you after reasonable attempts, we will retain your account until we receive a response.

12.4 Termination by Us

We may suspend your access to the Service if you materially breach these terms or engage in conduct that we reasonably believe is harmful to callers, other users or the integrity of the Service. In such cases, we will provide reasonable notice where practicable before any permanent deletion, unless the breach involves illegal activity or imminent harm.

13. Governing Law

These terms are governed by the laws of Australia. Any disputes arising from these terms or the Service shall be subject to the jurisdiction of the courts of Australia.

Nothing in these Terms is intended to exclude, restrict, or modify any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by any legislation which cannot lawfully be excluded or limited. This includes the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

14. Contact

If you have any questions about these Terms of Service, please contact us: