Caretelly

Terms of service

Effective 9 November 2026

Early-access draft, reviewed by counsel before general availability

These terms apply to clinics that use Caretelly and to anyone visiting caretelly.com. "We" and "us" means Caretelly. "You" means the clinic or the visitor. If you sign an order form with us, these terms are part of it.

Early access

Caretelly is in early access. The service is still changing. Features may be added, changed or removed, and we will tell you before we remove something you rely on.

Please tell us when something goes wrong. That feedback shapes the product, and you agree we may use it to improve Caretelly without owing you anything for it.

What the service does, and its limits

Caretelly answers your clinic's phone line with an AI assistant. Depending on how you set it up, it books appointments in your practice software and, for verified patients, confirms or cancels them, takes messages, hands calls to your staff, and sends appointment texts.

  • It is an AI. The assistant tells callers it is an assistant, and says so whenever a caller asks.
  • It does not give clinical advice. It does not diagnose, recommend treatment or quote prices it has not been given.
  • Emergencies are escalated as you configure. When a caller describes an emergency, the assistant follows the instructions you set, such as transferring to staff or telling the caller to call 911. Caretelly is not an emergency service.
  • You remain responsible for your clinic. That includes your schedule, your policies, the decisions your staff make, and the accuracy of the information you enter into your call sheet, such as hours, providers, appointment types, insurance and booking rules. The assistant works from what you give it.
  • It can make mistakes. Speech recognition and AI can mishear or misunderstand. Review bookings and messages as part of your normal front-desk routine.
  • It depends on other systems. Phone networks, your practice software and our providers can fail. When a booking cannot be written, we tell your staff.

Your account

  • Give us accurate information and keep it up to date.
  • Give dashboard access only to people who need it, and remove it when someone leaves your clinic.
  • Keep passwords and login links private. You are responsible for what happens under your clinic's accounts.
  • Tell us right away at hello@caretelly.com if you think an account has been misused.

Acceptable use

Do not use Caretelly to:

  • break any law, including laws on call recording, telemarketing, text messaging and patient privacy;
  • send marketing or promotional calls or texts, or contact people who have not agreed to hear from you;
  • mislead callers about who they are speaking with;
  • interfere with the service, probe it for weaknesses without our written permission, or try to reach data that is not yours;
  • copy, resell or reverse-engineer the service.

We may suspend use that breaks these rules or puts patients, other clinics or the service at risk. Where we can, we will tell you first.

Patient information and the BAA

Before any protected health information (PHI) flows through Caretelly, you and we sign a business associate agreement (BAA). The BAA governs PHI. If the BAA and these terms disagree about PHI, the BAA wins.

Our privacy policy explains what we collect and the providers we use.

Call recording and consent

Calls are recorded and transcribed. Our assistant announces at the start of every call that the call is recorded.

You are responsible for following the call-recording laws of your state and any state your callers are in, including any rule that every party must consent. Tell us if your clinic needs different wording in the announcement.

Text messages

Caretelly sends appointment texts only to patients who agreed to receive them. You must collect and keep that agreement where you gather mobile numbers yourself, and honour opt-outs. Patients can reply STOP to opt out or HELP for help.

How messaging works, who receives texts and what we send is set out in the text messaging section of our privacy policy.

Fees and billing

  • Caretelly is billed monthly, per clinic location.
  • Prices are on your order form.
  • Plans are month to month. There is no long-term commitment.
  • You can cancel any time. Cancellation takes effect at the end of the month you have paid for, and we do not charge you after that.
  • Fees do not include taxes. You pay any taxes that apply, other than taxes on our income.
  • We will give you at least 30 days' notice before changing your price.

Outage credits

If Caretelly is unavailable for more than 24 hours in total in a calendar month because of a problem on our side, we will credit that month's fee in full when you ask. Email hello@caretelly.com within 30 days after the month ends.

Outages caused by your phone carrier, your practice software, your internet, or events outside our reasonable control do not count. This credit is your remedy for downtime.

Disclaimer

Except for what these terms and your order form promise, Caretelly is provided "as is" and "as available". To the extent the law allows, we do not make other promises, such as that the service will never be interrupted, will be error-free, or will suit a particular purpose.

Limits on liability

To the extent the law allows:

  • Neither of us is liable to the other for lost profits, lost revenue, or indirect, special or consequential losses.
  • Each side's total liability under these terms is limited to the fees you paid us in the 12 months before the claim arose.

These limits do not apply to your payment obligations, to either side's breach of the BAA where the BAA says otherwise, or to anything the law does not allow us to limit, such as fraud or gross negligence.

Website visitors: the site is provided for information only, and we are not liable for how you use it.

Ending the service

  • You can stop at any time by emailing us. See fees and billing for when billing stops.
  • We can end the service with 30 days' notice, or sooner if you seriously break these terms or the BAA and do not fix it within 10 days of our notice.
  • When the service ends, we return or delete your data as the BAA requires. You can ask for an export of your call records before then.

Governing law

These terms are governed by the laws of the State of California, without regard to its conflict-of-law rules. Disputes will be heard in the state or federal courts in Los Angeles County, California.

Changes to these terms

We may update these terms. We will post the new version here with a new effective date and, for clinics, email you at least 30 days before a change that affects you takes effect. If you do not agree, you can cancel before then.

Contact

Questions about these terms: hello@caretelly.com.

Caretelly, Los Angeles, California.