Terms of Service

These Terms of Service ("Terms") govern your access to and use of the LiveLobby platform and services ("Service") provided by LiveLobby Ltd, registered in England and Wales ("LiveLobby", "we", "us"). By subscribing to or using the Service, you agree to these Terms in full.

1. The Service

LiveLobby provides an AI-powered telephone receptionist designed for private dental practices. The Service handles inbound patient calls, assists with appointment booking enquiries, captures new patient leads, and provides call transcripts and analytics via an online dashboard.

The Service is not a medical device and is not intended to provide clinical advice. LiveLobby is a communication and administrative tool only.

2. Eligibility and Accounts

• You must be at least 18 years old and authorised to enter contracts on behalf of your practice.
• You are responsible for maintaining the confidentiality of your account credentials.
• You must notify us immediately of any unauthorised use of your account.
• One subscription covers one practice location unless otherwise agreed in writing.

3. Subscriptions and Payment

Subscriptions are billed monthly or annually in advance. Prices are displayed on our pricing page and are exclusive of VAT unless stated otherwise.

• Free trial — where offered, the 14-day free trial converts automatically to a paid subscription unless cancelled before the trial end date.
• Monthly subscriptions — renew automatically each month. No refunds are issued for unused portions of a billing period.
• Annual subscriptions — renew automatically each year. Cancellation within 14 days of renewal entitles you to a pro-rata refund for unused months.
• Price changes — we will give at least 30 days' notice of any price increase. Continued use after the effective date constitutes acceptance.

4. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any regulation.
• Resell, sublicense, or otherwise commercialise the Service without written consent.
• Attempt to reverse-engineer, decompile, or extract the underlying AI models.
• Use the Service in a manner that disrupts or overloads our infrastructure.
• Misrepresent the AI as a human to callers in a deceptive or harmful way.

5. Your Responsibilities

You are responsible for:

• Ensuring you have appropriate consent from callers for call recording under applicable law (e.g., the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000).
• Providing accurate practice information, opening hours, and scripts to configure the Service appropriately.
• Reviewing AI-generated summaries and transcripts and not relying on them without appropriate clinical oversight.

6. Intellectual Property

LiveLobby retains all intellectual property rights in the Service, including the AI models, platform, and branding. You retain ownership of your practice data and call content. You grant LiveLobby a limited licence to process your data solely to deliver and improve the Service.

7. Availability and Support

We target 99.9% uptime, excluding scheduled maintenance. We provide email support with a target first-response time of 4 business hours. We do not guarantee any specific response or resolution time for issues caused by third-party networks or your telephony provider.

8. Limitation of Liability

To the maximum extent permitted by law, LiveLobby's total liability to you in any 12-month period shall not exceed the total fees paid by you in that period. We are not liable for indirect, consequential, or lost-profit damages. Nothing in these Terms limits liability for death or personal injury caused by our negligence, or for fraud.

9. Termination

You may cancel your subscription at any time via your dashboard or by contacting support. Cancellation takes effect at the end of the current billing period. We may suspend or terminate your account immediately if you breach these Terms, with written notice where practicable.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We may update these Terms from time to time. We will provide at least 14 days' notice of material changes. Continued use of the Service after the effective date constitutes acceptance.

12. Contact

LiveLobby Ltd, England & Wales
hello@livelobby.ai