Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you (whether personally or on behalf of an entity) and Pathnomic Labs FZ-LLC ("Tellop," "we," "us," or "our"), concerning your access to and use of the Tellop platform, including our website, our native iOS and Android mobile applications, the AI-powered client assistant, scheduling services, and all associated features (collectively, the "Services").

By accessing or using the Services, you agree that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Services.

1. Acceptance of Terms

By registering for an account, using our Services, or accessing any part of the Tellop platform, you acknowledge that you have read and agree to be bound by these Terms, our Privacy Policy, and any additional guidelines or rules applicable to specific features of our Services.

2. Description of Services

Tellop provides an AI-powered client assistant and scheduling platform designed specifically for medical professionals, including doctors, surgeons, and clinics. Our Services include:

• AI Client Assistant: An automated conversational agent that handles client inquiries, provides medical information, and conducts initial client triage.
• Medical Triage Workflow: Collection of client medical history (appointment forms), secure photo uploads, and AI-assisted summarization for physician review.
• Approval Queue: A dashboard for medical professionals to review client submissions, approve consultations, request additional information, or decline appointments.
• Appointment Scheduling: Integration with Google Calendar for real-time availability and automated booking.
• Payment Processing: Subscription and consultation fee collection processed securely via our payment partner Paddle.com.
• Professional Profile Pages: Personalized landing pages (e.g., tellop.ai/dr-name) for each medical professional.
• Live Handoff: Option for human assistants to take over AI conversations.
• Mobile Applications: Native iOS and Android apps that give medical professionals on-the-go access to the approval queue, client conversations, session details, and push notifications for new inquiries.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

3. User Accounts and Eligibility

3.1 Professional Accounts

To use the Services as a Medical Professional, you must:

• Be a licensed medical professional in good standing in your jurisdiction.
• Provide accurate, current, and complete information during registration.
• Maintain and promptly update your account information.
• Enable and maintain Two-Factor Authentication (2FA) on your account.
• Comply with all applicable medical regulations, including but not limited to HIPAA, GDPR, and other data protection laws relevant to your practice location.

3.2 Client Users

Clients interacting with the AI Assistant must:

• Be at least 18 years of age or have parental/guardian consent.
• Provide truthful and accurate health information.
• Understand that the AI Assistant is not a substitute for professional medical advice.

3.3 Account Security

You are responsible for:

• Maintaining the confidentiality of your account credentials.
• All activities that occur under your account.
• Notifying us immediately of any unauthorized use or security breach.
• Ensuring that all staff members with access to your account comply with these Terms.

4. AI-Powered Features and Limitations

4.1 AI Assistant Capabilities

Our AI Assistant uses advanced language models (including but not limited to OpenAI and Anthropic) to facilitate client conversations. The AI is designed to:

• Answer general questions about medical procedures.
• Collect client medical history through structured forms.
• Guide clients through the consultation booking process.
• Summarize client information for physician review.

4.2 No Medical Advice

IMPORTANT: The AI Assistant does NOT provide medical advice, diagnosis, or treatment. It serves solely as a triage and scheduling tool. All medical decisions must be made by licensed medical professionals after reviewing complete client information.

4.3 Human-in-the-Loop Requirement

All client consultations require explicit approval from a licensed medical professional before an appointment can be booked. The AI never autonomously commits to medical procedures or consultations without human oversight.

4.4 AI Accuracy

While we strive for high accuracy, AI-generated content may occasionally contain errors. Medical professionals are solely responsible for verifying all client information before making clinical decisions.

5. Data Privacy and Security

We implement a "Secure Vault" architecture to protect client data. Key features include:

• Data Segregation: Client health information (PHI) is stored separately from public data with strict access controls.
• Encryption: All data is encrypted in transit (TLS 1.3) and medical photos are encrypted at rest in Cloudflare R2 storage.
• Presigned URLs: Client photos are accessible only via time-limited, secure URLs (typically 15 minutes).
• Audit Logging: Every access to client records is logged with timestamps, user IDs, and action types.
• Mandatory 2FA: All professional accounts require Two-Factor Authentication.
• Zero-Trust Access: No default access to client data; all access must be explicitly granted based on role and need.

For complete details on how we handle data, please review our Privacy Policy.

6. Professional Responsibilities

As a Medical Professional using Tellop, you agree to:

• Review all AI-collected client information before making clinical decisions.
• Maintain compliance with all applicable medical privacy laws (HIPAA, GDPR, etc.).
• Not use the platform for emergency medical situations (clients should be directed to emergency services).
• Obtain appropriate client consent for data collection and AI processing.
• Respond to client inquiries in a timely manner via the approval queue.
• Keep your calendar availability accurate and up-to-date.
• Honor all confirmed appointments or provide adequate notice of cancellations.

7. Payment Terms

7.1 Professional Fees

Tellop operates on a subscription or usage-based pricing model (to be defined). Payment terms will be specified in your account dashboard or service agreement.

7.2 Client Consultation Fees

Medical professionals may collect consultation fees from clients. All payment transactions are processed securely via Paddle.com, our Merchant of Record. Refund policies are governed by our Refund Policy.

7.3 Payment Processing

All payment processing is handled by Paddle.com, our Merchant of Record. By using our payment features, you also agree to Paddle's Terms of Service and Privacy Policy. Paddle handles all billing inquiries, invoicing, and payment disputes.

8. Intellectual Property

Unless otherwise indicated, the Tellop platform and all associated intellectual property—including but not limited to software, source code, databases, functionality, website designs, logos, audio, video, text, photographs, and graphics—are owned or controlled by Pathnomic Labs FZ-LLC or licensed to us.

You may not:

• Copy, modify, distribute, sell, or lease any part of our Services.
• Reverse engineer or attempt to extract source code from our platform.
• Remove or alter any copyright, trademark, or proprietary notices.
• Use our trademarks or branding without written permission.

9. Prohibited Uses

You may not use the Services to:

• Violate any applicable laws, regulations, or medical practice standards.
• Provide medical advice or treatment outside your licensed scope of practice.
• Upload malicious code, viruses, or harmful content.
• Attempt to gain unauthorized access to other accounts or systems.
• Harass, abuse, or harm other users or clients.
• Impersonate any person or entity.
• Collect client data for purposes unrelated to medical care.
• Use the platform for spam, marketing, or solicitation unrelated to medical services.
• Interfere with or disrupt the Services or servers.

10. Disclaimers and Limitation of Liability

10.1 Service "As Is"

THE SERVICES ARE PROVIDED ON AN "AS-IS" AND "AS-AVAILABLE" BASIS. WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, REGARDING THE RELIABILITY, ACCURACY, OR AVAILABILITY OF THE SERVICES. WE DISCLAIM ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

10.2 No Liability for Medical Decisions

TELLOP IS A TECHNOLOGY PLATFORM AND DOES NOT PROVIDE MEDICAL SERVICES. ALL MEDICAL DECISIONS, DIAGNOSES, AND TREATMENTS ARE THE SOLE RESPONSIBILITY OF LICENSED MEDICAL PROFESSIONALS. WE ARE NOT LIABLE FOR ANY MEDICAL OUTCOMES, MALPRACTICE, OR PATIENT HARM.

10.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL TELLOP, ITS AFFILIATES, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES, WHETHER INCURRED DIRECTLY OR INDIRECTLY, OR ANY LOSS OF DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES RESULTING FROM:

• Your access to or use of (or inability to access or use) the Services.
• Any conduct or content of any third party on the Services.
• Unauthorized access, use, or alteration of your transmissions or content.
• AI-generated content errors or inaccuracies.

OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID TO TELLOP IN THE TWELVE (12) MONTHS PRIOR TO THE EVENT GIVING RISE TO THE CLAIM, OR $100 USD, WHICHEVER IS GREATER.

11. Indemnification

You agree to indemnify, defend, and hold harmless Tellop, its affiliates, officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorney fees) arising out of or in any way connected with:

• Your use of the Services.
• Your violation of these Terms.
• Your violation of any third-party rights, including medical privacy rights.
• Medical malpractice or negligence in your provision of medical services.
• Any content you submit or transmit through the Services.

12. Third-Party Services

Our Services integrate with third-party platforms, including:

• Google Calendar: For appointment scheduling and two-way availability sync. When a professional enables the Google Meet option on a schedule, the client's email address and appointment metadata may be transmitted to Google as a data processor so that a Google Meet link can be created and sent to the client.
• Paddle.com: For payment processing (Merchant of Record).
• OpenAI/Anthropic: For AI language model capabilities.
• Twilio: For WhatsApp and SMS communications.
• Cloudflare R2: For secure file storage.
• Apple App Store and Google Play: Distribution platforms for the Tellop mobile apps, each governed by their own terms and developer agreements.
• Expo Application Services (EAS): For building, distributing, and delivering over-the-air updates to the mobile apps, and for routing push notifications.
• Apple Push Notification service (APNs) and Google Firebase Cloud Messaging (FCM): For delivering push notifications to iOS and Android devices.

Your use of these third-party services is subject to their respective terms of service and privacy policies. We are not responsible for the practices or services of third-party providers.

13. Termination

We reserve the right to suspend or terminate your account and access to the Services:

• For violation of these Terms.
• For fraudulent, harassing, or illegal activity.
• For medical malpractice or client safety concerns.
• If your medical license is revoked or suspended.
• For non-payment of fees.
• At our sole discretion, with or without notice, for any reason.

Upon termination, your right to use the Services will immediately cease. You may export your data before termination, subject to applicable data retention policies and legal requirements.

14. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of material changes via email or through the platform. Your continued use of the Services after such modifications constitutes your acceptance of the updated Terms.

15. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, without regard to its conflict of law provisions.

Any disputes arising from these Terms or your use of the Services shall be resolved through binding arbitration in accordance with the Dubai International Arbitration Centre (DIAC) rules, except where prohibited by law.

16. Severability

If any provision of these Terms is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall remain in full force and effect.

17. Entire Agreement

These Terms, together with our Privacy Policy and any additional agreements you enter into with Tellop, constitute the entire agreement between you and Tellop regarding the Services.

18. Contact Information

For questions, concerns, or notices regarding these Terms, please contact us at:

19. Mobile Application Terms

If you download, install, or use the Tellop mobile app from the Apple App Store or Google Play Store, the following additional terms apply alongside the rest of these Terms.

19.1 License Grant

We grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to install and use the Tellop mobile app on any supported Apple- or Android-branded device that you own or control, solely for your personal or internal professional use in connection with the Services and in accordance with these Terms.

19.2 Apple App Store Additional Terms

The following applies when you obtain the app from the Apple App Store:

• These Terms are entered into between you and Pathnomic Labs FZ-LLC only, and not with Apple Inc. ("Apple"). Apple is not responsible for the app or its content.
• Your license is limited to use on any Apple-branded products that you own or control, as permitted by the Usage Rules set forth in the Apple Media Services Terms and Conditions.
• Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the app. Any maintenance or support is our responsibility, not Apple's.
• In the event of any failure of the app to conform to any applicable warranty, you may notify Apple, and Apple will refund the purchase price (if any) for the app to you. To the maximum extent permitted by applicable law, Apple will have no other warranty obligation whatsoever with respect to the app.
• We, not Apple, are responsible for addressing any claims by you or any third party relating to the app or your possession and use of it, including product liability claims, claims that the app fails to conform to any applicable legal or regulatory requirement, and claims arising under consumer protection or similar legislation.
• In the event of a third-party claim that the app or your possession and use of the app infringes that third party's intellectual property rights, we, not Apple, will be solely responsible for the investigation, defense, settlement, and discharge of any such claim to the extent required by these Terms.
• You represent and warrant that you are not located in a country that is subject to a U.S. Government embargo or that has been designated by the U.S. Government as a "terrorist supporting" country, and that you are not listed on any U.S. Government list of prohibited or restricted parties.
• You must comply with all applicable third-party terms of agreement when using the app (including Apple Media Services Terms and Conditions and your wireless data service agreement).
• Apple and Apple's subsidiaries are third-party beneficiaries of these Terms, and upon your acceptance of these Terms, Apple will have the right (and will be deemed to have accepted the right) to enforce these Terms against you as a third-party beneficiary.

19.3 Google Play Additional Terms

The following applies when you obtain the app from Google Play:

• These Terms are entered into between you and Pathnomic Labs FZ-LLC only, and not with Google LLC ("Google"). Google is not responsible for the app or its content.
• Your use of the app must comply with the then-current Google Play Terms of Service and any applicable Google policies.
• You acknowledge that Google has no obligation to provide any maintenance, support, or warranty services for the app.

19.4 Updates and Over-the-Air Delivery

The Tellop mobile app may automatically download and install updates, bug fixes, and new features, including over-the-air (OTA) JavaScript updates delivered through Expo Application Services. By using the app, you consent to this automatic downloading and installation. You may disable automatic updates through your device settings, but doing so may affect the security, performance, or availability of the app, and we may require you to install the latest version to continue using the Services.

19.5 Device Permissions

The mobile app may request permissions to deliver push notifications and to access device capabilities strictly necessary to operate the Services. You may grant or revoke these permissions at any time through your device's system settings. Denying or revoking a permission may limit functionality (for example, disabling notifications will prevent you from receiving alerts about new client inquiries).

19.6 Acceptable Use on Mobile

You agree not to jailbreak, root, or otherwise modify your device or the app in a way that bypasses its security controls, and not to distribute, resell, sublicense, or reverse engineer the app. All restrictions in Section 9 (Prohibited Uses) apply equally to the mobile app.