Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") govern access to and use of the website loopbackai.co and the Loopback AI-assisted lead follow-up and scheduling service (together, the "Service"), provided by [insert registered legal entity name] ("Loopback," "we," "us," or "our"). By visiting our website, booking a demo, or using the Service, you agree to these Terms on behalf of yourself and the business you represent ("Customer," "you," or "your"). If you do not agree, do not use the Service.

Where a Customer has signed a separate order form, statement of work, or master services agreement with Loopback, the terms of that agreement will control over these Terms in the event of a conflict.

2. Description of the Service

Loopback provides a business-to-business software and fulfillment service that connects to a clinic's existing lead sources, CRM, and calendar to:

• Send and receive automated, AI-assisted SMS (and, where configured, other) follow-up with the clinic's own leads and patients;
• Qualify leads according to rules set by the clinic; and
• Book qualified leads directly into the clinic's calendar.

The Service is a communications and scheduling tool. It is not a medical device, does not practice medicine, and does not replace clinical judgment or licensed staff.

3. Eligibility & Accounts

• You must be at least 18 years old and authorized to bind the business you represent to these Terms.
• You are responsible for the accuracy of information provided to set up the Service and for safeguarding any account credentials or connected-system access associated with your account.

4. Customer Responsibilities

As a Customer using the Service to contact your own leads and patients, you represent and agree that:

• You have obtained all consents required by law (including the Telephone Consumer Protection Act (TCPA), CAN-SPAM, and any state-specific messaging laws) before providing lead or patient contact information to the Service;
• You will not use the Service to send unsolicited messages to individuals who have not consented to be contacted;
• You will honor opt-out requests and will not instruct Loopback to re-contact anyone who has opted out;
• You will not submit Protected Health Information (PHI), clinical records, or other sensitive health data through the Service (see Section 5); and
• You remain responsible for the accuracy of the qualification rules, scripts, and calendar availability you configure.

5. No Medical Advice / Not a Covered Entity

The Service's AI assistant is limited to scheduling, logistics, and lead-qualification conversations. It does not provide medical advice, diagnosis, or treatment recommendations, and any question involving clinical or treatment specifics is intended to be deferred to the Customer's own staff. Loopback is not a healthcare provider and is not a HIPAA-covered entity or business associate; the Service must not be used to transmit PHI.

6. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law or regulation, including messaging and privacy laws;
• Send spam, phishing attempts, or misleading communications;
• Harass, abuse, or deceive any recipient;
• Interfere with or disrupt the integrity or performance of the Service or its integrations; or
• Attempt to reverse-engineer, scrape, or gain unauthorized access to the Service or underlying systems.

7. Third-Party Integrations

The Service relies on third-party platforms — including HighLevel (CRM/SMS), Twilio (messaging infrastructure), Make.com (automation), Cal.com (demo scheduling), and the Customer's own calendar or practice-management system — to operate. Loopback is not responsible for outages, errors, or changes made by these third parties, though we will make reasonable efforts to maintain functioning integrations and to notify Customers of material disruptions.

8. Fees & Payment

Fees, billing frequency, and any per-message or per-number pass-through costs (e.g. SMS carrier fees, phone number registration) are set out in the Customer's order form or agreement with Loopback. Unless otherwise agreed in writing, fees are non-refundable once services for the applicable period have been delivered.

9. Intellectual Property

Loopback retains all rights, title, and interest in the Service, including its software, workflows, scripts, and documentation. Customer retains all rights to its own lead and patient data, brand, and content. Nothing in these Terms transfers ownership of either party's pre-existing intellectual property to the other.

10. Confidentiality

Each party agrees to use the other's confidential business information only to perform its obligations under these Terms and not to disclose it to third parties, except as required to operate the Service (e.g. to the subprocessors described in our Privacy Policy) or as required by law.

11. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT GUARANTEE ANY SPECIFIC BOOKING RATE, REVENUE OUTCOME, OR RESULT FROM USE OF THE SERVICE; ANY CALCULATOR OR ESTIMATE SHOWN ON OUR WEBSITE IS ILLUSTRATIVE ONLY AND NOT A GUARANTEE.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, LOOPBACK WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, OR DATA, ARISING FROM YOUR USE OF THE SERVICE. OUR TOTAL LIABILITY FOR ANY CLAIM ARISING OUT OF THESE TERMS WILL NOT EXCEED THE FEES PAID BY THE CUSTOMER TO LOOPBACK IN THE THREE (3) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

13. Indemnification

You agree to indemnify and hold Loopback harmless from any claims, damages, or expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of applicable law (including messaging-consent laws), or content you submit to or through the Service.

14. Term & Termination

These Terms remain in effect while you use the Service. Either party may terminate a Customer engagement as set out in the applicable order form or agreement, or, absent one, with reasonable written notice. Loopback may suspend or terminate access immediately for conduct that violates Section 6 (Acceptable Use) or applicable law. Upon termination, Customer data remains in the Customer's own CRM and calendar, consistent with our Privacy Policy.

15. Governing Law

These Terms are governed by the laws of [insert governing state/country], without regard to conflict-of-law principles, unless otherwise specified in a signed agreement between the parties.

16. Changes to These Terms

We may update these Terms from time to time. Material changes will be reflected by updating the "Last updated" date above. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

17. Contact Us

Questions about these Terms? Email info@loopbackai.co.