Effective Date: 19 February 2026
Welcome to Routiq. These Terms of Service ("Terms") govern your access to and use of the website (www.routiq.ai) and AI-powered patient re-engagement platform (the "Service") operated by Routiq PTY LTD (ABN: 77 686 999 306) ("we," "our," or "us").
By accessing or using our Service, you agree to be bound by these Terms. If you do not agree to these Terms, do not use our Service. If you are using the Service on behalf of a business or organisation, you represent that you have authority to bind that entity to these Terms.
Routiq provides an AI-powered patient re-engagement platform designed for allied health and healthcare practices. Our Service includes:
Integration with practice management systems (e.g. Cliniko) to identify inactive patients
AI-generated personalised patient re-engagement messaging via SMS, WhatsApp, and email
24/7 AI booking agent that handles patient replies and facilitates appointment scheduling
Campaign analytics and revenue attribution reporting
Multi-channel communication management
To use our Service, you must create an account and provide accurate, current, and complete information. You are responsible for:
Maintaining the confidentiality of your account credentials
All activities that occur under your account
Notifying us immediately of any unauthorised use of your account
We reserve the right to suspend or terminate accounts that violate these Terms or are used fraudulently.
We offer a 14-day free trial with full access to all features. No credit card is required to start a free trial. At the end of the trial period, your account will be deactivated unless you subscribe to a paid plan. We reserve the right to modify or discontinue the free trial at any time.
Paid subscriptions are billed monthly or annually according to the plan you select. Subscription fees are charged in advance for each billing period. Per-message fees and reactivation success fees are billed in arrears based on actual usage.
You may cancel your subscription at any time through your account settings or by contacting us. Cancellation takes effect at the end of your current billing period. No refunds are provided for partial billing periods, except as required by Australian Consumer Law.
We may change our pricing at any time. For existing subscribers, we will provide at least 30 days' written notice before any price increase takes effect. If you do not agree to the new pricing, you may cancel your subscription before the change takes effect.
You agree not to use our Service to:
Send unsolicited spam, bulk messages, or communications to individuals who have not opted in or who have opted out
Transmit any content that is unlawful, harmful, threatening, abusive, defamatory, or otherwise objectionable
Violate any applicable laws or regulations, including the Spam Act 2003 (Cth), Do Not Call Register Act 2006 (Cth), and the Privacy Act 1988 (Cth)
Attempt to gain unauthorised access to our systems, other users' accounts, or patient data you are not authorised to access
Reverse engineer, decompile, or disassemble any part of our Service
Use the Service to provide medical advice, diagnoses, or treatment recommendations to patients
Violation of these acceptable use provisions may result in immediate suspension or termination of your account.
You retain all rights to data you provide to us ("Your Data"), including patient data from your practice management system. By using our Service, you grant us a non-exclusive, worldwide, royalty-free licence to use, process, and store Your Data solely for the purpose of providing and improving the Service.
When we process patient data on your behalf, we act as a data processor and you remain the data controller. You are responsible for ensuring you have the appropriate legal basis and patient consents for us to process their data. Our obligations as a data processor are further described in our Privacy Policy.
Upon termination of your account, we will delete or return Your Data within 30 days, unless retention is required by law. You may request an export of your data at any time during your subscription.
Our Service uses artificial intelligence to generate patient messages, handle replies, and provide analytics. You acknowledge and agree that:
AI-generated content may occasionally contain errors, inaccuracies, or inappropriate responses. You are responsible for reviewing campaigns before they are sent.
The AI booking agent handles patient replies autonomously. While designed to be accurate and helpful, it may occasionally misinterpret patient intent.
Our Service does not provide medical advice, diagnoses, or treatment recommendations. AI-generated messages are for re-engagement and administrative purposes only.
You remain responsible for the content sent to your patients through our Service, including compliance with healthcare regulations applicable to your practice.
The Service, including all software, algorithms, designs, text, graphics, and other content, is owned by Routiq PTY LTD and protected by copyright, trademark, and other intellectual property laws.
We grant you a limited, non-exclusive, non-transferable licence to access and use the Service for your internal business purposes during the term of your subscription. You may not reproduce, distribute, modify, create derivative works, publicly display, or sublicence any part of the Service without our prior written consent.
We strive to maintain high availability of the Service but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to scheduled maintenance, system upgrades, or circumstances beyond our control.
We will make reasonable efforts to provide advance notice of planned maintenance. We are not liable for any loss or damage resulting from service interruptions.
To the maximum extent permitted by law, including the Australian Consumer Law:
Our total aggregate liability for all claims arising from or related to these Terms or the Service shall not exceed the total fees paid by you to us in the 12 months preceding the claim
We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, or business opportunities
We are not liable for the actions or communications of our AI systems beyond our reasonable control, provided we have implemented reasonable safeguards
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law or any other applicable law that cannot be excluded, restricted, or modified by agreement.
You agree to indemnify and hold harmless Routiq PTY LTD and its officers, directors, employees, and agents from any claims, liabilities, damages, losses, or expenses (including reasonable legal fees) arising from: (a) your use of the Service, (b) your breach of these Terms, (c) your violation of any applicable law or regulation, or (d) any content or patient communications sent through the Service on your behalf.
Our Service integrates with third-party platforms including practice management systems (e.g. Cliniko), messaging providers, and payment processors. Your use of these third-party services is subject to their respective terms and privacy policies. We are not responsible for the availability, accuracy, or practices of any third-party services.
Either party may terminate the Service agreement:
By you: At any time by cancelling your subscription through your account settings or by contacting us
By us: Immediately if you breach these Terms, or with 30 days' notice for any other reason
Upon termination, your access to the Service will cease. We will handle your data in accordance with Section 6.3 and our Privacy Policy. Sections that by their nature should survive termination (including limitations of liability, indemnification, and governing law) will continue in effect.
If a dispute arises in connection with these Terms or the Service, the parties agree to follow this process:
Negotiation: The parties will first attempt to resolve the dispute through good faith negotiation within 30 days of written notice
Mediation: If negotiation fails, the parties will attempt mediation administered by the Australian Disputes Centre (ADC) in Sydney, NSW
Litigation: If mediation is unsuccessful, either party may commence legal proceedings
These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales and any courts of appeal therefrom.
We may update these Terms from time to time. The updated version will be indicated by an updated "Effective Date" at the top of this page. For material changes, we will notify you via email or through the Service at least 30 days before the changes take effect. Your continued use of the Service after the effective date constitutes your acceptance of the updated Terms.
Entire agreement: These Terms, together with our Privacy Policy, constitute the entire agreement between you and us regarding the Service
Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in effect
Waiver: Our failure to enforce any right or provision does not constitute a waiver of that right or provision
Assignment: You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets
If you have any questions about these Terms, please contact us at:
Routiq PTY LTD
Level 2/11 York St, Sydney NSW 2000, Australia
Email: legal@routiq.ai
Phone: (+61) 468 021 490
ABN: 77 686 999 306