1. Acceptance of Terms

By accessing or using DentalReception's AI receptionist services, you agree to be bound by these Terms of Service. If you are entering into these terms on behalf of a practice or company, you warrant that you are authorised to bind that entity. If you do not agree, you must not use the services.

We may update these terms from time to time. Where a change materially reduces your rights, we will give you at least 30 days' notice by email or in-app notice before it takes effect. Continued use after that date constitutes acceptance. The "last updated" date above always reflects the current version.

2. Service Description

DentalReception provides AI-powered virtual receptionist services for dental practices, including:

Automated phone answering and call handling
Appointment booking and scheduling assistance, including booking into a connected Google Calendar
Responses to caller enquiries based on the practice information you provide
Call transcripts, summaries and reporting

The service is designed as backup and overflow cover for your front desk. It is not a replacement for staffed reception, and it is not a medical, clinical, emergency or after-hours care service.

3. Not an Emergency or Clinical Service

Important — please read carefully:

The AI does not triage callers, does not assess how urgent a call is, and does not provide clinical or medical advice. It does not transfer or route calls to an on-call practitioner, and it is not a substitute for emergency services.

You are responsible for:

Configuring your greeting and practice information so callers with an emergency are told what to do — for example, to call 000 or attend their nearest emergency department
Maintaining your own arrangements for urgent and after-hours patient care
Reviewing call summaries promptly so that anything requiring clinical attention reaches your team

To the extent permitted by law, we are not liable for any outcome arising from a caller's medical or dental condition, from a delay in a caller reaching your practice, or from your failure to configure emergency directions.

4. AI-Generated Output and Your Responsibility

How the AI works:

Calls are handled by large language models and speech systems. Output is generated probabilistically from the practice information you upload and material we gather from your website and provided documents. It is not deterministic: the same question may produce different answers, and AI systems can produce output that is inaccurate, incomplete or not what you intended (commonly called "hallucination").

You acknowledge and agree that:

We do not warrant that AI output will be accurate, complete or fit for any particular purpose, beyond the guarantees that apply under the Australian Consumer Law (see clause 12)
Testing is essential — you must test the service before directing live patient calls to it, and after any material change to your practice information
Ongoing review is your responsibility — you must regularly review call logs, transcripts and summaries to confirm output aligns with your practice standards and policies
You are responsible for the accuracy of the practice information, pricing, hours and policies you supply; the AI can only answer from what you give it
Appointment bookings created by the AI are requests recorded in your calendar and remain subject to your confirmation; you should verify them as part of your normal scheduling process
You must not rely on the service as your sole record of a patient interaction

5. AI Processing, Subprocessors and Data Location

Delivering the service requires call audio, transcripts and the practice information you provide to be processed by third-party providers. By using the service you consent to this processing. Our current providers include:

Twilio — telephony, call connection and call recording
ElevenLabs — conversational voice AI
OpenAI — language models, transcription and embeddings
Google — calendar integration, where you connect it
Stripe — payment processing

Some of these providers process data outside Australia, including in the United States. Under Australian Privacy Principle 8 we take reasonable steps to ensure overseas recipients handle personal information consistently with the Australian Privacy Principles, but we cannot guarantee an overseas recipient will comply with Australian law, and you consent to this disclosure. Our application data and call records are stored on infrastructure we control.

We may change providers where necessary to deliver or improve the service. We will update this clause when we do. Your use of the service is also subject to those providers' terms, and we recommend you review them.

We do not sell personal information, and we do not permit our AI providers to use your practice data or call content to train their public models where their terms allow us to opt out.

6. Patient Data, Recording and Consent

You are the entity with the patient relationship. As between us, you are responsible for your obligations to patients under the Privacy Act 1988 (Cth), the Australian Privacy Principles, applicable state and territory health records legislation, and AHPRA requirements. We act as a service provider processing that information on your instructions.

You warrant that:

You have all necessary consents and authority for calls to your practice to be answered, processed and recorded by an automated service, and for the resulting data to be processed as described in clause 5
Your own privacy policy and call handling notices accurately reflect the use of an AI answering service
You will comply with the call-recording and listening-device laws of every state or territory in which you and your callers are located, including any requirement to notify callers that a call is being recorded
You will not upload patient clinical records, or any sensitive information beyond what is needed to answer and book calls, into the practice information or training content fields

Call recording is configurable. Where you enable it, you are responsible for the lawfulness of that recording. Our handling of personal information is described in our Privacy Policy, which forms part of these terms.

7. Data Breach Notification

If we become aware of a data breach affecting your data that is likely to result in serious harm, we will notify you without undue delay and cooperate with you in meeting any obligations you have under the Notifiable Data Breaches scheme. You must notify us promptly if you become aware of any breach, unauthorised access or misuse involving your account.

8. User Obligations

You agree to:

Provide accurate and up-to-date practice information and keep it current
Use the service in compliance with applicable laws, including telemarketing, spam, privacy and health records laws
Not use the service for any illegal or unauthorised purpose, or to make unsolicited marketing calls
Maintain the confidentiality of your account credentials and remain responsible for activity under your account
Promptly notify us of any security breach or unauthorised use
Regularly monitor and review AI-generated responses, transcripts and summaries
Not attempt to reverse engineer, resell, or use the service to build a competing product, and not use it to generate unlawful, misleading or harmful content

You are responsible for the telephone numbers you forward to us and warrant that you are authorised to forward them.

9. Payment Terms

Service fees are billed monthly in advance through our payment processor. You authorise us to charge your nominated payment method on a recurring basis until you cancel. You agree to pay all charges incurred under your account, including any usage above your plan's included call or minute allowance.

Fees are stated in Australian dollars and, where applicable, are inclusive of GST. We may change pricing on 30 days' notice; the change takes effect from your next billing period and you may cancel before then. Non-payment may result in suspension or termination. Except where the Australian Consumer Law requires otherwise, fees already paid are not refundable, and cancelling part-way through a billing period does not entitle you to a pro-rata refund.

Free trials are provided as-is. We may modify or withdraw trial availability at any time.

10. Service Availability and Downtime

We aim to provide a reliable service, but we do not guarantee uninterrupted or error-free availability and we do not offer a contractual uptime guarantee or service credits unless separately agreed in writing.

The service depends on systems outside our control, including telephone carriers, internet connectivity, third-party AI providers, and your own phone system and call forwarding configuration. Interruptions may occur because of:

Scheduled or emergency maintenance
Outage, degradation, rate limiting or discontinuation by a third-party provider
Carrier, network or internet failures
Misconfiguration of forwarding on your side, or changes made by your telephone provider
Events beyond our reasonable control (see clause 15)

We will give advance notice of scheduled maintenance where reasonably practicable. Because the service can be unavailable, you must maintain your own fallback arrangements for answering calls — for example, voicemail, diversion to a staffed line, or your existing after-hours arrangements. To the extent permitted by law, we are not liable for missed calls, lost bookings, lost business or any other loss arising from unavailability, delay, or degraded call quality.

11. Intellectual Property

We retain all intellectual property rights in the platform, software and related materials. You retain ownership of the practice information, documents and content you provide, and you grant us a non-exclusive licence to use, store, reproduce and process that content solely to provide and support the service, and to improve our own service in de-identified or aggregated form.

You warrant that you have the right to provide any content you upload and that it does not infringe the rights of any third party.

12. Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any guarantee, right or remedy you have under the Competition and Consumer Act 2010 (Cth), including the Australian Consumer Law, or any other law that cannot lawfully be excluded.

Where our services come with a non-excludable guarantee and we are permitted to limit our liability for breach of it, our liability is limited, at our option, to resupplying the services or paying the cost of having them resupplied.

13. Limitation of Liability

This clause operates subject to clause 12. To the maximum extent permitted by law:

We are not liable for any indirect, incidental, special, consequential or punitive loss, or for loss of profits, revenue, goodwill, anticipated savings, business opportunity, data, or business interruption, however arising
We are not liable for loss arising from AI-generated output, missed or dropped calls, service unavailability, third-party provider acts or omissions, or your configuration of the service
Our total aggregate liability for all claims in any 12-month period is limited to the total fees you paid us in the 12 months immediately before the event giving rise to the claim

Each party must take reasonable steps to mitigate its loss. Our liability is reduced to the extent your acts or omissions caused or contributed to the loss.

14. Indemnity

You indemnify us against claims, loss and reasonable costs arising from your breach of these terms, your breach of privacy, health records or call-recording laws, the content you provide to the service, or a claim by a patient or third party relating to your use of the service — except to the extent the loss was caused by our own breach, negligence or wilful misconduct.

15. Events Beyond Our Control

Neither party is liable for failure or delay in performing its obligations (other than an obligation to pay money) caused by an event beyond its reasonable control, including natural disaster, fire, flood, pandemic, war, industrial action, carrier or utility failure, cyber attack, or the failure or discontinuation of a third-party provider. If such an event continues for more than 30 days, either party may terminate on notice.

16. Suspension, Termination and Data Return

You may cancel at any time; cancellation takes effect at the end of your current billing period. Either party may terminate for convenience on 30 days' notice. We may suspend or terminate immediately if you breach these terms, fail to pay, or use the service in a way that creates legal or security risk for us or our providers.

On termination your access ceases and call forwarding to our numbers should be removed by you. Any telephone number we allocated to you remains ours and may be reassigned. You may export your call records and data at any time while your subscription is active. After termination we retain data as described in our Privacy Policy and then delete or de-identify it. Clauses that by their nature should survive termination — including clauses 4, 5, 6, 11, 12, 13, 14 and 17 — continue to apply.

17. Governing Law and Disputes

These terms are governed by the laws of Victoria, Australia, and each party submits to the non-exclusive jurisdiction of the courts of Victoria.

Before starting proceedings, the parties must first attempt in good faith to resolve the dispute by written notice and discussion between senior representatives. This does not prevent either party seeking urgent interlocutory relief, and does not limit your rights under the Australian Consumer Law or to complain to the Office of the Australian Information Commissioner.

18. General

These terms, together with our Privacy Policy, form the entire agreement between us. If any provision is found unenforceable, it is severed and the rest continues to apply. A failure to enforce a right is not a waiver of it. You may not assign these terms without our written consent; we may assign them as part of a sale or reorganisation of our business. Notices to you may be sent to the email address on your account.

19. Contact Information

For questions about these Terms of Service, please contact us at:

Email: [email protected]
Phone: 03 7003 2335
Address: Suite 111, Level 1, M-City Shopping Centre, 2107 Dandenong Road, Clayton VIC 3168