Terms of Service

ELAYGENT provides a phone assistant, missed-call recovery, booking-intent capture, and operator dashboards for clinics. Some features depend on third-party services configured by the customer (PMS, calendar, SMS, payments, voice provider). Availability of those features depends on the customer's configuration and those vendors' uptime.

ELAYGENT is a software tool. It is not a medical device, not a substitute for licensed clinical staff, and does not provide medical advice.

Customers grant administrator and staff access to named users only. Customers are responsible for keeping login credentials secure and for revoking access when a user leaves the practice. Administrators can disable users from the in-product Team page; disabled users are signed out on their next request.

ELAYGENT processes customer data — including patient names, phone numbers, appointment times, and call transcripts — solely to deliver the service the customer has configured. ELAYGENT does not sell customer data and does not share it for marketing. Service-provider diligence for customer data processing is available to qualified reviewers under NDA through our Security & Trust page.

Customer data export and deletion terms are documented in the signed customer agreement and applicable privacy terms.

Customers may not (a) use the service to make unsolicited outbound calls outside the bounds of the service's configured channels and consent settings, (b) attempt to circumvent rate limits or tenant boundaries, (c) reverse-engineer the service, or (d) use the service to violate applicable law (including TCPA, HIPAA where it applies to the customer's practice, state privacy laws, and consumer-protection regulations).

Subscriptions are billed monthly or annually in the currency shown at checkout. Plan limits include call minutes, locations, and portal users. Overage policy and proration on plan changes follow the rules disclosed at the time of upgrade. Payment-method updates and cancellation are self-serve from the in-product Billing page.

Monthly plans are billed month-to-month and may be cancelled at any time; cancellation stops the next renewal and access continues through the end of the current paid month. Annual plans may be cancelled for a full refund within fifteen (15) days of the start of the annual subscription. After that 15-day window, the annual term is committed for the remainder of the paid year: it cannot be cancelled for a refund or downgraded before the term ends. Upgrading to a higher plan is permitted at any time, including after the 15-day window. Auto-renewal for the following year may be turned off at any time; doing so ends the plan at the close of the paid term rather than cancelling the term already paid for. The annual discount reflects this commitment.

Failed payments are flagged for follow-up. Access continues during a grace period defined on the in-product billing page; if payment is not restored before the grace period expires, access is suspended until the balance is resolved.

ELAYGENT targets high availability but does not currently publish a formal SLA. Specific limits, including monthly minute allowances and account usage limits, are documented in the in-product Settings, Billing, and integration pages. Where limits change, customers are notified in-product.

ELAYGENT relies on third-party services for capabilities such as voice, messaging, payments, identity, and system connectivity. Customer use of those capabilities through ELAYGENT may also be subject to applicable provider terms. ELAYGENT is not responsible for third-party outages or policy changes that affect functionality.

ELAYGENT does not provide medical, legal, or financial advice. Operators should review AI-suggested follow-ups, recovery outreach, and intelligence summaries before acting on them. The in-product surfaces label AI output as such.

The service is provided on an "as is" basis to the extent permitted by law. ELAYGENT does not warrant uninterrupted availability or error-free operation. The signed customer agreement contains the full warranty and liability terms, including any negotiated cap on liability and exclusion of indirect damages.

Customers on monthly plans may cancel at any time through the in-product Billing page. Annual plans are subject to the 15-day refund window and the annual commitment described in Section 5. ELAYGENT may suspend or terminate access for unpaid balances, abuse, or violations of acceptable use. On termination, customer data export and deletion follow the signed customer agreement and applicable privacy terms.

ELAYGENT may update these terms from time to time. Material changes to the binding signed agreement require notice to the customer.

Questions about these terms: legal@elaygent.com. Billing questions: billing@elaygent.com.