Alfa Medlink logo

Terms of Service

1. Agreement and acceptance

These Terms govern your access to and use of Alfa MedLink’s website, platform and services (the “Services”). By accessing or using the Services you agree to be bound by these Terms. If you act on behalf of an organisation, you confirm you have authority to bind that organisation.

2. Definitions

  • Customer: the clinic, health service or organisation that subscribes to or uses the Services.
  • Authorised Users: employees, contractors or agents of the Customer authorised to use the Services.
  • Customer Data: data uploaded or transmitted by or on behalf of the Customer in connection with the Services, including call recordings and transcripts.
  • Subscription Period: the period for which the Customer is granted access under a subscription or pilot agreement.

3. Services provided

Alfa MedLink provides AI-powered inbound call handling and administrative automation features, including:
  • call answering and identification;
  • appointment booking, rescheduling and cancellations (subject to clinic PMS integration);
  • waitlist management;
  • escalation of urgent calls according to clinic-configured rules;
  • dashboards, reporting and operational logs.
We do not provide clinical diagnosis, treatment advice or clinical decision-making.

4. Access and use

  • Subject to payment and these Terms, we grant the Customer a limited, non-exclusive, non-transferable right to use the Services during the Subscription Period for internal business purposes.
  • The Customer must ensure Authorised Users comply with these Terms and is responsible for their actions.
  • The Customer must maintain appropriate equipment and network connectivity to use the Services.

5. Customer obligations

The Customer must:
  • configure its clinic workflows, escalation rules and booking policies accurately;
  • obtain any patient or caller consents required by law for call recording or processing;
  • ensure data provided is accurate and lawful to process;
  • keep account credentials secure and notify us of any unauthorised access.

6. Fees and payment

  • Fees, billing cycles and payment terms are set out in the subscription or commercial agreement.
  • Unless otherwise agreed, fees are exclusive of applicable taxes and are payable in the currency specified in the commercial agreement.
  • We may suspend access for overdue accounts after reasonable notice.

7. Trial and pilot programs

  • Trial or pilot arrangements may be offered on specific terms. Trial access is subject to any limitations disclosed at signup and may be terminated by us with notice.

8. Service levels, maintenance and support

  • We use reasonable commercial efforts to make the Services available but do not guarantee uninterrupted service.
  • We may perform scheduled maintenance and urgent maintenance as necessary. We will use reasonable efforts to notify Customers of scheduled outages.
  • Support levels and response times are described in the commercial agreement or support addendum.

9. Customer Data and privacy

  • The Customer retains ownership of Customer Data. Alfa MedLink processes Customer Data on behalf of the Customer and only as instructed for service delivery.
  • Customer is responsible for lawful collection of Customer Data and for consents required by applicable privacy laws.
  • Alfa MedLink will implement technical and organisational measures to protect Customer Data as described in the Privacy Policy.

10. Intellectual property

  • Alfa MedLink retains all intellectual property rights in the Services, software, documentation and all derivative works.
  • The Customer is granted only the rights expressly set out in these Terms. No rights are implied or transferred except as expressly stated.

11. Confidentiality

  • Each party will keep confidential information received from the other party and will not disclose it except to employees or contractors with a need-to-know, or as required by law.
  • Confidentiality obligations survive termination for a period of three (3) years (or longer where required by law).

12. Warranties and disclaimers

  • Each party warrants it has the power and authority to enter these Terms.
  • Alfa MedLink warrants it will provide the Services with reasonable skill and care.
  • Except where law requires otherwise, the Services are provided “as is” and Alfa MedLink disclaims all implied warranties, including fitness for a particular purpose.
  • Alfa MedLink does not warrant the accuracy of caller-supplied clinical information nor does it provide medical advice.

13. Limitation of liability

  • To the maximum extent permitted by law, Alfa MedLink’s aggregate liability for direct loss arising from these Terms is limited to the total fees paid by the Customer in the 12 months preceding the claim (or another amount stated in the commercial agreement).
  • Neither party is liable for indirect, special or consequential losses (including loss of profits, loss of business, reputation damage).
  • Nothing in these Terms excludes liability that cannot be lawfully excluded (for example, liability for gross negligence or wilful misconduct where applicable).

14. Indemnity

The Customer indemnifies Alfa MedLink against claims arising from the Customer’s misuse of the Services, breach of privacy obligations, unauthorised configuration, or where the Customer has failed to obtain necessary consents.

15. Termination

  • Either party may terminate for material breach if the breach is not remedied within a reasonable cure period.
  • We may suspend or terminate Services where continued provision would cause legal or regulatory risk, or for unpaid fees.
  • On termination, Alfa MedLink will cease providing Services and, at the Customer’s request and subject to agreed fees, will return or securely delete Customer Data in accordance with the Privacy Policy and the commercial agreement.

16. Force majeure

Neither party is liable for failure to perform obligations caused by events beyond reasonable control (natural disaster, network failures, acts of government, pandemics). The affected party must notify the other and take reasonable steps to mitigate the effect.

17. Governing law and disputes

These Terms are governed by the laws of Australia. The courts of Victoria have exclusive jurisdiction, unless otherwise agreed in a commercial contract. Parties will attempt good-faith resolution of disputes before commencing formal proceedings.

18. Changes to these Terms

We may update these Terms. Material changes will be notified to customers and posted on our website. Continued use after notice constitutes acceptance.

19. Contact

For questions or notices under these Terms, contact:
Alfa MedLink