Terms of Service

01 Parties and Acceptance

These Terms of Service ("Terms") are an agreement between Routiq Pty Ltd (ABN 77 686 999 306, ACN 686 999 306), of Level 2, 11 York Street, Sydney NSW 2000, Australia ("Routiq," "we," or "us") and the business entity registering for, subscribing to, or using the Routiq service (the "Customer," "you").

By registering an account, executing a Master Services Agreement, or using the Service, you represent that you have read, understood and agreed to these Terms. If you do not agree, do not use the Service. If you are using the Service on behalf of a business entity, you represent that you have authority to bind that entity.

02 Definitions

• "Customer" — the Australian allied-health clinic or business entity that subscribes to the Service.
• "User" — any individual authorised by the Customer to access the Service (clinic owners, practitioners, reception staff, administrators).
• "Patient" — a patient or prospective patient of the Customer whose personal information is processed by the Service.
• "Service" — the Routiq platform delivered via robyn.routiq.ai, the Routiq iPhone app and related APIs, including patient reactivation, Robyn (the AI assistant), the clinic voice line, reporting and supporting administrative features on the Customer’s subscribed tier.
• "Customer Data" — content supplied by or on behalf of the Customer (including data surfaced from an authorised practice-management integration).
• "DPA" — the Routiq Customer Data Processing Addendum at /trust/dpa.
• "Applicable Law" — the Privacy Act 1988 (Cth), the Australian Privacy Principles, state health-records legislation, the Spam Act 2003 (Cth), and any other law applicable to either party.

03 Eligibility

The Service is offered to registered Australian allied-health businesses — physiotherapy, chiropractic, podiatry, psychology and adjacent clinic types. To register you must hold a valid Australian Business Number (ABN) and be a lawfully-operating health business. Users must be authorised by the Customer and must be 18 years of age or older.

We may decline or terminate registration where the Customer’s business is outside the allied-health scope, cannot evidence a valid ABN, or where use would breach Applicable Law.

04 Account and Authentication

• You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
• Users sign in with a password of at least 12 characters or a one-time email link. Two-factor sign-in is not currently offered. We may add sign-in requirements, such as two-factor sign-in, to protect accounts.
• Notify us promptly at support@routiq.ai of any suspected or confirmed unauthorised access.
• We may suspend or terminate an account if we have reasonable grounds to believe it has been compromised, is being used in breach of these Terms, or presents a security risk to other Customers.

05 Permitted Use

The Service exists to support allied-health clinics with patient reactivation, reception assistance and operational reporting. You may use the Service for that purpose and related administrative workflows.

You must not:

• Use the Service for clinical decision-making — diagnosis, triage determinations, treatment recommendations, medication decisions, or any AHPRA-reserved act.
• Resell, sublicense, white-label or otherwise make the Service available to third parties for their own independent commercial use.
• Reverse-engineer, decompile, disassemble or otherwise attempt to derive source code or training data from the Service.
• Use the Service for a business outside the allied-health scope without our prior written consent.
• Use the Service to send spam, unsolicited marketing or any communication in breach of the Spam Act 2003 (Cth) or the Do Not Call Register Act 2006 (Cth).
• Use the Service in any manner that violates Applicable Law, infringes a third party’s rights, or interferes with the Service’s security or operation.

06 AI Features and Limitations

The Service uses AI models, including Anthropic’s Claude (directly, and on Amazon Bedrock in Sydney) and ElevenLabs’ voice agent. Every provider is listed, with what it does and where, in our Privacy Policy. AI outputs are administrative, not clinical. Robyn is designed to assist with booking, moving and cancelling appointments, answering routine clinic questions, taking messages and rebooking patients — not to diagnose, triage clinically, recommend treatment or perform any reserved clinical act.

• Human review. Clinics choose Test, Assisted or Live in the app. In Assisted mode, a person at the clinic approves every message before it sends.
• Clinical-urgency escalation is enabled by default — if an inbound message contains a clinical-urgency indicator, the system escalates to a human clinic staff member rather than auto-replying with clinical content.
• Customer responsibility. The Customer (and its Users) retain full responsibility for clinical decisions, practitioner judgement and the Customer’s own compliance with AHPRA obligations.
• AI outputs may contain errors, be incomplete, or be out-of-date. Review outputs before relying on them for any patient-facing action.

How Robyn uses AI is set out in §11 of our Privacy Policy.

07 Subscription, Fees and Billing

• Subscriptions are offered on monthly or annual terms at the price published on www.routiq.ai or as set out in an executed order form.
• All amounts are in Australian dollars (AUD) and exclusive of GST unless stated otherwise. GST will be added where applicable.
• Billing is processed by Stripe (our Tier 3 subprocessor). You authorise us to charge your nominated payment method for subscription fees and any overage consumption on the applicable cadence.
• Subscriptions auto-renew on the same term unless cancelled in accordance with §15.
• Fees paid are non-refundable except where required by Applicable Law (including the Australian Consumer Law) or expressly stated.
• We may change pricing on at least 30 days’ advance notice to the billing contact. Fees on an existing term already invoiced will not change.

08 Data Processing

For all Customer Data that is Personal Information, Routiq acts as the Processor and the Customer acts as the Controller. The Routiq Data Processing Addendum is incorporated into these Terms by reference and applies to every subscribing Customer. The DPA covers data residency, subprocessor flow-down, breach notification, cross-border transfers, retention and deletion.

Our handling of personal information is described in the Privacy Policy.

09 Customer Responsibilities

You are responsible for:

• The accuracy and lawfulness of the data you submit to the Service and the data surfaced from your practice-management integration.
• The credentials, registration and professional conduct of practitioners associated with your account. Routiq does not verify practitioner registration.
• Obtaining and maintaining patient consent to be contacted by text message for rebooking messages, campaigns and other communications sent through the Service.
• Compliance with the Privacy Act 1988 (Cth), the Australian Privacy Principles, applicable state health-records legislation (e.g. Health Records Act 2001 (Vic), Health Records and Information Privacy Act 2002 (NSW)), the Spam Act 2003 (Cth), and AHPRA obligations applicable to your practice.
• Your Users’ acts and omissions in the Service.
• Maintaining your own backups where commercially prudent, subject to the export rights in the DPA.

10 Service Availability

We use commercially reasonable efforts to keep the Service available. We do not currently offer a contractually-binding uptime service-level agreement; a formal uptime SLA is a forward commitment tied to our first revenue milestone and will be published when it takes effect.

We may perform planned maintenance — typically outside Australian business hours — and will give reasonable advance notice of material windows. Third-party service interruptions (e.g. upstream subprocessor outage) may affect availability; we will communicate material incidents in line with our Incident Response Plan (ROUTIQ-ISMS-06).

11 Intellectual Property

We own the Service. All intellectual property in the Service — including the application, source code, user interface, system prompts, model configurations, documentation, brand and marks — is and remains the property of Routiq Pty Ltd or its licensors. 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 own your data. Customer Data remains the property of the Customer. You grant Routiq a non-exclusive, worldwide, royalty-free licence to host, copy, process, transmit and display Customer Data solely to the extent necessary to provide the Service.

We will not use Customer Data to train or improve any AI model operated by us or by any subprocessor (see ROUTIQ-ISMS-11 and the DPA §2.3).

12 Confidentiality

Each party will protect the other’s confidential information using at least the same degree of care it uses for its own confidential information, and in any case no less than a reasonable standard. Confidentiality obligations survive for two years after termination, except that obligations relating to Customer Data continue for as long as we hold that data.

13 Warranties and Disclaimers

We warrant that we will provide the Service with reasonable skill and care and in compliance with Applicable Law. Except as expressly stated in these Terms, and to the maximum extent permitted by law, the Service is provided "as is" and "as available", with all faults. We disclaim all other warranties, conditions and representations, whether express, implied or statutory — including warranties of merchantability, fitness for a particular purpose, non-infringement and uninterrupted operation.

Australian Consumer Law. Nothing in these Terms excludes, restricts or modifies any guarantee, warranty, right or remedy conferred by the Australian Consumer Law or any other applicable law that cannot lawfully be excluded, restricted or modified by agreement.

14 Liability and Indemnity

To the maximum extent permitted by Applicable Law, each party’s total aggregate liability to the other arising out of or in connection with these Terms is capped at the total fees paid or payable by the Customer in the 12-month period immediately preceding the event giving rise to the claim.

Neither party is liable for any indirect, consequential, special, incidental or punitive damages, or for any loss of profits, revenue, goodwill, anticipated savings or data.

Carve-outs. The cap and the exclusion of indirect damages do not apply to: (a) a party’s fraud, gross negligence or wilful misconduct; (b) breach of confidentiality; (c) a party’s express indemnification obligations; or (d) any liability that cannot lawfully be limited or excluded under Applicable Law (including the Australian Consumer Law non-excludable guarantees).

Indemnity. Each party will indemnify the other against third-party claims arising from that party’s breach of these Terms, to the extent the breach caused the claim, subject to the liability provisions above.

15 Termination

• By the Customer. Monthly subscriptions may be cancelled at any time via the in-app cancellation flow or by writing to daniel.welsh@routiq.ai, with cancellation effective from the next billing cycle. Annual subscriptions are committed for the 12-month term and continue until the end of that term; fees for the committed term are non-refundable except where required by the Australian Consumer Law.
• By Routiq. We may terminate for material breach that is not cured within 30 days of written notice, for non-payment, for a confirmed pattern of use that violates §5, or where required by law or regulator.
• On termination. Your right to access the Service ends. Customer Data export and deletion follow §11 of the DPA — machine-readable export available within 30 days of a written request; deletion from primary production within 90 days; backups purged on the next 30-day PITR rotation.

16 Dispute Resolution

Before commencing court proceedings the parties will attempt in good faith to resolve any dispute by discussion between senior representatives, for a period of not less than 30 days from written notice of the dispute. This clause does not prevent either party seeking urgent interlocutory relief.

Unresolved disputes are subject to the governing-law and jurisdiction provisions in §18.

17 General

• Variation. We may update these Terms. We will notify Customers of material changes by email to the billing contact at least 30 days in advance; continued use after the effective date constitutes acceptance.
• Assignment. You may not assign or novate these Terms without our prior written consent. We may assign to an affiliate or in connection with a merger, acquisition or corporate restructure.
• Severability. If any part of these Terms is found unenforceable, the rest remain in force.
• No waiver. Failure to enforce a provision is not a waiver of the right to enforce it later.
• Entire agreement. These Terms, the DPA and any executed order form or Master Services Agreement are the entire agreement, superseding prior proposals and representations.
• Notices. Notices to Routiq should be sent to daniel.welsh@routiq.ai with a copy to support@routiq.ai for privacy matters. Notices to the Customer will be sent to the billing contact on file.
• Force majeure. Neither party is liable for failure or delay caused by circumstances beyond its reasonable control, provided the affected party takes reasonable steps to mitigate.

18 Governing Law and Jurisdiction

These Terms are governed by the laws of the State of New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales and the courts competent to hear appeals from them.

Signed on behalf of Routiq Pty Ltd: Daniel Welsh, Founder & CEO. Questions about these Terms: daniel.welsh@routiq.ai.

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