Terms of Service

1This agreement

These Terms of Service ("Terms") govern your access to and use of the Wren service and website at wrenaivoice.com (together, the "Service"), operated by [Legal Entity Name], a company registered in [Ireland] under number [Registration No.] ("Wren", "we", "us").

By registering for, purchasing, or using the Service, you agree to these Terms. If you are entering into them on behalf of a clinic or business, you confirm you have authority to bind that organisation ("you", "your", the "Customer"). If you don't agree, don't use the Service. Our Privacy Policy and, for customers, our Data Processing Agreement form part of this agreement.

2Definitions

3The service

Wren answers inbound calls in a natural voice, follows the rules and greeting you configure, books and manages appointments in your Cliniko or Jane App calendar, warm-transfers or takes messages as you direct, and can send confirmations. You keep your existing phone number and provider and forward the calls you want Wren to handle.

We may improve, change, or add features over time. We may also set reasonable technical limits (for example, on call volumes) and will give reasonable notice of material changes that adversely affect you.

4Eligibility and your account

• You must be at least 18 and able to form a binding contract.
• You're responsible for the accuracy of the information you give us and for keeping your account credentials secure.
• You're responsible for all activity under your account, and for your staff's use of the Service.

5Fees and billing

• Plans. Your Plan fee is billed monthly in advance. Current plans and prices are shown on our pricing page. [Confirm plan names and prices — e.g. Cover €349/mo, Full Desk €499/mo.]
• Usage Charges. Inbound call time is billed in arrears at €0.50 per minute, in addition to your Plan. You only pay for minutes callers spend on the line.
• Taxes. Prices exclude VAT and other applicable taxes, which are added where required.
• Payment. You authorise us (and our payment processor) to charge your chosen payment method for all fees when due. [Confirm your billing cycle and any minimum term.]
• Late or failed payment. If a payment fails, we may retry, suspend the Service after reasonable notice, and/or charge reasonable interest on overdue amounts as permitted by law.
• Price changes. We may change fees on at least [30] days' notice. Changes take effect at your next billing cycle; continuing to use the Service means you accept the new fees.
• Refunds. Except where the law requires otherwise, fees already incurred (including Usage Charges) are non-refundable. [Confirm your refund / setup-fee policy, including any promotional offers.]

6Your responsibilities

Because Wren acts for your clinic, some legal duties stay with you as the Customer:

• Configuration. You're responsible for the accuracy of the greeting, availability, triage, and rules you set, and for reviewing messages and bookings Wren produces.
• Caller notice & recording consent. You must tell callers that calls may be recorded and handled by an automated assistant, and obtain any consent your jurisdiction requires (some regions require all-party consent to record).
• Data controller duties. For patient and caller data, you are the data controller and we are your processor. You must have a lawful basis for the processing and give patients the privacy information the law requires.
• Lawful use. You must use the Service in compliance with all laws that apply to your clinic, including healthcare, consumer, telecoms, and data-protection laws.
• Your integrations. You're responsible for maintaining your own Cliniko/Jane App accounts and for the authorisations that let Wren connect to them.

7Acceptable use

You agree not to, and not to allow anyone to:

• use the Service for unlawful, fraudulent, deceptive, harassing, or abusive purposes;
• use it for emergency, crisis, or life-safety call handling (see section 11);
• attempt to reverse-engineer, copy, resell, or build a competing product from the Service;
• interfere with or disrupt the Service, or probe or breach its security;
• upload malware, or infringe anyone's intellectual-property or privacy rights;
• misrepresent Wren as a human where you are legally required to disclose automation.

We may suspend or limit the Service if we reasonably believe it's being used in breach of these Terms or in a way that risks harm to callers, others, or the Service.

8Third-party services

Wren works with third-party services, including Cliniko, Jane App, telephony carriers, and AI providers. Cliniko® and Jane App® are trademarks of their respective owners; Wren is not endorsed by, sponsored by, or affiliated with them. Your use of those third-party services is governed by their own terms, and we're not responsible for their availability, changes, or acts. If a third party changes or withdraws access, some features may be affected.

9Data protection

Our handling of personal data is described in our Privacy Policy. Where we process patient or caller data on your behalf, we do so as your processor under a Data Processing Agreement, which sets out the subject matter, duration, nature and purpose of processing, the types of data, and each party's obligations. You must not send us special-category (including health) data except as needed for the Service and permitted by that agreement.

10Intellectual property

We (and our licensors) own all rights in the Service, including its software, models, branding, and content. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription. You own your Customer Data; you grant us the rights needed to host and process it to provide the Service. We may use aggregated, de-identified data that doesn't identify you or any caller to operate and improve the Service.

11Availability and emergencies

We aim for high availability but do not guarantee the Service will be uninterrupted or error-free. It may be affected by maintenance, third-party outages, telecoms failures, or events beyond our control. [If you offer a specific uptime commitment or SLA, state it here; otherwise the Service is provided on a commercially reasonable-efforts basis.]

12Disclaimers

Except as expressly stated in these Terms and to the fullest extent permitted by law, the Service is provided "as is" and "as available", and we disclaim all other warranties, whether express or implied, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will meet every requirement, be error-free, or that AI-generated responses will always be accurate. Nothing in these Terms excludes liability that cannot be excluded by law.

13Limitation of liability

To the fullest extent permitted by law: neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill, even if advised of the possibility. Our total aggregate liability arising out of or related to the Service in any 12-month period is limited to the fees you paid us for the Service in that period. Nothing in this section limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be limited under applicable law.

[Have your solicitor confirm this cap and the carve-outs are enforceable and appropriate in your jurisdiction.]

14Indemnity

You agree to indemnify and hold us harmless from claims, losses, and reasonable costs (including legal fees) arising from your breach of these Terms, your unlawful use of the Service, your failure to give callers any required notice or consent, or your breach of your data-controller duties to patients.

15Term and cancellation

• No fixed contract. Your subscription continues month to month until cancelled. You can cancel at any time, effective at the end of your current billing cycle. [Confirm the cancellation method and any notice period.]
• Suspension or termination by us. We may suspend or terminate the Service for material breach, non-payment, or unlawful use, with notice where practicable.
• Effect of ending. On termination your right to use the Service stops. We'll make your Customer Data available for export for a reasonable period, then delete it in line with our Privacy Policy and any DPA, unless the law requires us to keep it.

16Changes to these terms

We may update these Terms from time to time. If a change is material, we'll give reasonable notice (for example, by email or an in-product notice) and update the "last updated" date. Continuing to use the Service after a change takes effect means you accept the updated Terms.

17Governing law and disputes

These Terms are governed by the laws of Ireland, and the courts of Ireland have exclusive jurisdiction, without affecting any mandatory consumer-protection rights you have in your country of residence. We encourage you to contact us first so we can try to resolve any issue informally. [Confirm governing law/jurisdiction, and whether you want an arbitration or mediation clause.]

18General

• Entire agreement. These Terms, the Privacy Policy, and any DPA or order form are the entire agreement between us and supersede prior discussions.
• Severability. If any provision is unenforceable, the rest remain in effect.
• No waiver. Not enforcing a right isn't a waiver of it.
• Assignment. You may not assign these Terms without our consent; we may assign them as part of a merger, acquisition, or sale of assets.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
• Notices. We'll send notices to your account email; you can reach us at the address below.

19Contact

• Email: [email protected]
• Post: [Legal Entity Name, Registered Address]