Terms of use

Allo Clinique (the “Service”) is a phone reception handled by an artificial-intelligence voice agent, operated by Lotfi Hichem Boutalbi (the “Provider”), based in Quebec, Canada. The Service answers the client clinic’s calls (the “Client”), books, moves or cancels appointments in the calendar that comes with the Service, and sends confirmations and reminders to patients by text message.

The agent makes no diagnosis, gives no medical advice and does not replace an emergency service. In an emergency, the caller must dial 911. The Service is an administrative tool for reception and appointment booking, nothing more.

The Service is intended for health clinics, all disciplines, and for them only. The account is opened by an adult who is authorised to bind the clinic. The Client is responsible for everything done from its account, including by the team members it adds to it, and for keeping its credentials confidential.

Prices are in Canadian dollars, applicable taxes extra. Two plans:

• Standard: CA$399 per month per number, including 800 calls and 1,600 minutes per month per number. Beyond that: CA$0.55 per call or CA$0.29 per minute.
• Solo: CA$299 per month for one number, including 300 calls and 600 minutes per month. Beyond that: CA$0.65 per call or CA$0.34 per minute.

Overage: if the Client goes over both the included calls and the included minutes, we bill the higher of the two overages, never the sum of both. Overage is added to the next month’s invoice. Consumption is visible at any time on the dashboard.

Setup fee: CA$499, billed once per clinic, at signup. It is refunded in full if the Client decides not to put the Service live within 30 days of signing up.

Trial: the monthly subscription starts with a 14-day free trial. The Client can cancel during the trial without being billed any month of subscription; the setup fee follows the rule above.

Add-ons (monthly; chosen at signup — to add or remove one later, write to contact@allo-clinique.com; the change applies from the next period): Your clinic's voice (CA$199 per month); Connect to your software (CA$99 per month); Priority service (1-hour reply, 8 a.m. to 8 p.m.) (CA$299 per month).

Payment: by card, through our payment provider, at the start of each monthly period. A declined payment may lead to the Service being suspended after the reminders sent by our payment provider. Cancellation: at any time, from the dashboard; the Service stays active until the end of the period already paid, which is not refunded. Prices may change with 30 days’ notice by email; the Client can then cancel before the new price applies.

The pilot clinic program (design partner) follows the conditions shown on its page.

• Consent to text messages: the Client makes sure its patients agree to receive confirmation and reminder text messages, and tells us about any opt-out request it receives directly. Anyone can also reply STOP to stop receiving them.
• Accurate information: opening hours, services, practitioners, transfer number, address. The agent answers with what the Client entered; wrong information produces a wrong answer.
• Informing patients: the Client informs its patients that calls are handled by an automated agent and transcribed, as required by the law that applies to its clinic. The agent identifies itself as a virtual assistant.
• Lawful use: no use of the Service for prohibited unsolicited calls, harassment, or any activity contrary to the law or to the rules of the Client’s professional order.
• Front-desk number: the Client provides a reachable transfer number, with voicemail, for the calls the agent cannot handle.

For patients’ personal information, the Client is the controller and the Provider acts as a processor, on the Client’s instructions. What we collect, where it is stored, for how long, and who our processors are is described in our privacy policy, which forms part of these terms.

A data processing agreement, which sets out our obligations to the Client for that information (confidentiality, security measures, sub-processors, incident notification, help with access requests, return and deletion at the end of the contract), is available on request at contact@allo-clinique.com. We never use patient transcripts to train artificial-intelligence models.

The Service is provided “as is”. It depends on third-party providers (telephony, transcription, language model, voice synthesis, hosting) that we do not control: an outage at one of them can interrupt the Service. We do what it takes to restore the Service quickly, without guaranteeing a specific uptime figure. The Client keeps a reachable transfer number for those cases.

The agent answers at any time, day and night: that is how the Service is built, and it is true as long as the platform is running. What we do not guarantee is an uptime percentage (for instance “99.9%”): an outage on our side or at a provider can leave the agent silent for a while. “Answers at night” describes normal operation; “no guaranteed uptime” describes what happens during an outage. Both are true at the same time.

Support is provided by email at contact@allo-clinique.com. The reply time depends on the plan; it does not guarantee platform uptime, it guarantees our support reply time:

• Standard: reply within 24 business hours, by email.
• Priority service (“Priority service (1-hour reply, 8 a.m. to 8 p.m.)” add-on): Reply within 1 hour, 7 days a week, from 8 a.m. to 8 p.m. (Eastern Time), by email. A request received outside these hours is handled when the next window opens.

Only these two support reply times are contractual. The other times announced on the site or in the dashboard are targets we aim for, not obligations: a quote within 24 business hours, an assisted go-live within 72 business hours, 7 days of follow-up after go-live, a first contact within 24 hours for a number port. We do what it takes to meet them; missing one of them gives no right to compensation.

A voice agent understands and speaks better than ever, but it can make mistakes: mishear a name, misunderstand a request, offer a time slot that does not suit. We guarantee no result, and no number of appointments, recovered calls or revenue. The Client reviews its calendar and stays in charge of its appointments.

To the extent permitted by law, the Provider’s total liability to the Client, all causes combined, is capped at the amounts the Client paid for the Service in the 12 months before the event giving rise to it. The Provider is not liable for indirect losses: loss of revenue, of patients, or of data held by a third party, nor for the consequences of inaccurate information entered by the Client.

This cap has not been validated by a lawyer (see the banner at the top of the page). Nothing in these terms limits a liability that the law does not allow to be limited.

The Client can terminate at any time (section 3). The Provider can suspend or terminate the account, after notice by email, for unpaid amounts, for use contrary to section 4, or if the Service stops being offered; in that last case, with 30 days’ notice and a refund of the paid period not used.

After termination, the phone number provided by the Service is not released automatically: the Provider keeps it for at least 30 days, long enough to correct a termination made by mistake, then releases it by hand. The Client’s data is handled as described in the privacy policy: nothing is deleted without a request, and any deletion or export request is handled within 30 days.

These terms are governed by the laws of Quebec and the laws of Canada that apply there. Any dispute is brought before the courts of the judicial district of Montreal, subject to the remedies the law grants the Client before another court.

We publish any change to these terms on this page with a new date. For a substantial change, we notify client clinics by email at least 30 days in advance. Continuing to use the Service after that date counts as acceptance.

For any question about these terms: contact@allo-clinique.com.