These Terms are a contract between Airgent Services Private Limited (CIN To be filled · CIN, registered office To be filled · Registered office) ("Airgent", "we", "us") and the clinic, hospital or practice that creates an Airgent account ("Clinic", "you"). They apply together with the Data Processing Agreement (the "DPA") and the Privacy Policy. If these Terms and the DPA conflict on patient data, the DPA wins.
- Service: the Airgent software, apps and agents you use, as described in §3.
- Users: the doctors, staff and other people you allow to use your account.
- Patient Data: personal data about your patients and the people who contact your clinic, processed through the Service. It is governed by the DPA.
- Clinic Content: everything you or your Users put into the Service, including Patient Data, settings, templates, prices and schedules.
- Plan: the offering, tier, limits and price you choose, as shown when you choose it.
2.1 You accept these Terms by ticking the acceptance box during signup. We record who accepted, their role, which version they accepted and when. These Terms form a valid contract under section 10A of the Information Technology Act, 2000.
2.2 The person accepting warrants that they are authorised to accept these Terms for the Clinic. Airgent may ask for reasonable proof of that authority and may suspend the account if it is not shown.
2.3 We may change these Terms under §17. The version you accepted applies until a new version takes effect under §17.
3.1 Depending on your Plan, the Service includes one or more of:
| Offering | What it does |
|---|---|
| Airgent Front Office | voice and WhatsApp agents that answer patients, book and manage appointments, and help with your Google profile |
| Airgent Scribe | turns a consultation into a draft clinical note and prescription, with drug reference data, and works with your record system |
| Keel | a practice suite: patient records, prescriptions, billing and both agents |
| Airgent Platform | the agent platform deployed into a hospital's systems, under a separate order form |
3.2 Airgent Platform and any custom deployment are governed by a signed order form, which these Terms supplement.
3.3 We may improve and change the Service. We will not remove a core function of your paid Plan during its current billing period without giving you a pro-rata refund.
3.4 Some parts of the Service need actions from our team or from third parties (for example, connecting a phone number or getting a WhatsApp template approved). The Service shows these steps as waiting until they are done. We do our reasonable best but do not control third-party approval times.
4.1 You are responsible for your Users and everything done through your account.
4.2 Each User must have their own sign-in. Users must keep their sign-in methods secure and tell us at once about any unauthorised use.
4.3 You decide each User's access. You must remove access promptly when someone leaves.
5.1 A new account starts on a free trial on the terms shown at signup (length, limits, included features). No card is needed for the trial.
5.2 When the trial ends, the account becomes read-only for a short grace period and then pauses until you choose a paid Plan. While paused you keep the read-only access and export described in §14.6.
5.3 Trial agents may talk to real patients. All of these Terms, including §7 and §8, apply during the trial.
6.1 You will use the Service lawfully and only for your clinic's healthcare and administrative work.
6.2 You confirm that your clinic is registered as the law requires (for example under the Clinical Establishments (Registration and Regulation) Act, 2010 or a state law), and that every User who treats or prescribes is a registered medical practitioner entitled to do so.
6.3 You are responsible for your patients' notice and consent. Under the Digital Personal Data Protection Act, 2023 (the "DPDP Act") your clinic is the Data Fiduciary for Patient Data and Airgent is your Data Processor. You must give patients the notices and obtain the consents the law requires, including for recording consultations (§7.3) and for messages and calls (§8). The Service gives you tools to record consent, refusal and withdrawal, and a template patient notice (DPA Annex D).
6.4 You are responsible for the accuracy of what you configure: clinic hours, doctors, services, prices, instructions you give the agents, and templates.
7.1 Notes are drafts until a doctor signs them. Airgent Scribe produces a draft note from the consultation. It can be incomplete or wrong. The treating doctor must review, correct and sign every note and prescription before relying on it. The doctor remains solely responsible for clinical judgement, diagnosis, treatment and the medical record.
7.2 Intended use. The Service is for documentation, scheduling, billing and communication. It does not diagnose, triage, recommend treatment or replace a doctor's judgement, and you must not use it for those purposes.
7.3 Recording. Airgent Scribe records consultation audio to create the note. Recording starts only after consent is recorded in the Service. If a patient refuses, the consultation continues without recording. Audio is kept for 30 days and then deleted; the transcript and the signed note become part of your medical record. Pending · P1 + P2 in the risk register §6 before approval
7.4 Drug data. Drug names, strengths and other reference information are provided for convenience, come partly from third-party sources and may be incomplete or out of date. Reference information is text to read, not an alert or a recommendation. The prescriber must verify every prescription.
7.5 AI agents. By default, Airgent Front Office agents tell the people they talk to that they are an AI assistant for your clinic. If you change or switch off that statement, you are responsible for giving the notice the law requires. They do not give medical advice. If a call or message contains one of the emergency phrases set for your clinic, the agent tells the person to seek emergency care and alerts the contacts you have set Pending · P3. You must keep those phrases and contacts up to date. Detection is not guaranteed: this is a safety handoff to your staff, not triage or assessment. You decide what the agents may do (for example, book or cancel), and you must keep a staff member able to take over conversations the agent hands to you.
8.1 You must own or be authorised to use any phone number or WhatsApp Business account you connect.
8.2 WhatsApp messages are sent through our messaging partner (currently Plivo) on Meta's WhatsApp platform. You must follow the WhatsApp Business Messaging Policy, including getting a patient's opt-in before sending them messages they did not start. Business-initiated messages use templates that Meta must approve first.
8.3 The agents make service calls and messages (appointments, reminders, follow-ups). If you use the Service for promotional calls or messages, you are responsible for following the telecom rules that apply, including the TRAI Telecom Commercial Communications Customer Preference Regulations, 2018.
8.4 Calls with the voice agent may be recorded and transcribed. By default the agent says so at the start of the call; if you change or switch off that statement, you are responsible for the notice.
9.1 Fees, limits and billing period (monthly or yearly) are those shown for your Plan when you choose it.
9.2 Fees are in Indian rupees and exclude GST, which is added to each invoice.
9.3 Payments are processed by Razorpay Pending · P11. Recurring payments follow the Reserve Bank of India's rules for e-mandates, which may need your authorisation for some charges.
9.4 Usage beyond your Plan's limits (for example, agent minutes or messages) is charged at the rates shown in the Service, or the feature pauses until you upgrade, as your Plan states.
9.5 Unpaid invoices: if a payment fails and is not fixed within 15 days of our notice, we may suspend the paid features (§14.2).
10.1 Upgrade takes effect immediately. You pay the pro-rata difference for the rest of the billing period.
10.2 Downgrade takes effect at the end of the current billing period.
10.3 A change is allowed only when its requirements are met (for example, Front Office needs a phone number or WhatsApp sender before it goes live) and its limits fit (for example, you cannot drop below the number of seats in use).
10.4 Fees already paid are not refunded, except as these Terms say.
You will not, and will not let anyone, (a) break the law or anyone's rights through the Service; (b) upload malicious code or attempt to break, probe or overload the Service; (c) access another clinic's data; (d) resell the Service without our written agreement; (e) reverse-engineer it except where the law allows; (f) use the agents to send spam, harass people, or impersonate a person; or (g) use the Service to build a competing product.
12.1 You own your Clinic Content. You give us the right to use it only to provide, secure and support the Service, as the DPA describes.
12.2 We will not sell Clinic Content.
12.3 We may create anonymised data that identifies neither your clinic nor any person, and use it to run and improve the Service (for example, "average time to a signed note").
12.4 We own the Service, its software and its documentation. If you send us suggestions, we may use them freely.
13.1 We will provide the Service with reasonable skill and care. Apart from that and what these Terms say expressly, the Service is provided "as is", without other warranties.
13.2 Neither party is liable to the other for indirect or consequential loss, or for lost profits, revenue or goodwill.
13.3 Each party's total liability under these Terms in any 12 months is limited to the greater of (a) the fees you paid in the 12 months before the event and (b) ₹10,000. The cap applies during a free trial too. For the lawyer · say whether the §13.5 indemnities sit inside or outside this cap
13.4 §13.2 and §13.3 do not limit liability for fraud, wilful misconduct, your payment obligations, or anything the law does not allow to be limited.
13.5 You will indemnify us against claims arising from Clinic Content, your clinical decisions, or your breach of §6, §8 or §11, except to the extent caused by our breach of these Terms or the DPA. We will indemnify you against claims that the Service, used as allowed, infringes someone's intellectual property in India.
14.1 These Terms last until your account is closed.
14.2 We may suspend access, with notice where practical, if you breach §9.5 or §11, or to protect the Service, patients or other clinics. We restore access once the cause is fixed. Suspension is subject to §14.6.
14.3 You may close your account at any time from the Service or by writing to us. A paid Plan ends at the end of its billing period.
14.4 We may end these Terms on 30 days' notice, or at once if you materially breach them and do not fix the breach within 15 days of notice.
14.5 Your data when the account ends. For 30 days after closing you can export your Clinic Content (patients, appointments, notes, prescriptions, invoices) in standard formats (CSV and PDF) Pending · P4. After that we delete it, except copies the law requires us to keep, under DPA §9. Keeping your medical records for the period the law requires is your duty; export them before the 30 days end.
14.6 Records stay reachable. During a pause (§5.2) or a suspension for non-payment (§9.5), your Users keep read-only access to, and export of, your medical records, so you can meet your duty to give patients their records. An account paused for 90 days is treated as closed, after 30 days' notice, and §14.5 applies. Pending · P4
The Service connects to services you choose, such as Google (sign-in, business profile, calendar), Apple sign-in, WhatsApp, telephony and payments. Their terms apply to your use of them. We are not responsible for their availability.
Each party will keep the other's non-public information confidential and use it only for this agreement. Patient Data is additionally protected by the DPA.
We may update these Terms, the DPA and the Privacy Policy. We tell you about every new version in the Service. A change that reduces your rights or increases your obligations takes effect 30 days after that notice; any other change takes effect when notified. If you do not want a change, you may close your account before it takes effect and receive a pro-rata refund of prepaid fees; continuing to use the Service after that date is acceptance. A change the law requires may take effect sooner, as the law requires.
18.1 Indian law governs these Terms.
18.2 The parties will first try to resolve a dispute by good-faith discussion for 30 days. If that fails, it goes to arbitration by a sole arbitrator appointed by agreement, failing which under section 11 of the Arbitration and Conciliation Act, 1996, seated in To be filled · City, in English. Subject to that, the courts at To be filled · City have exclusive jurisdiction.
Neither party is liable for delay caused by events beyond its reasonable control. You may not transfer this agreement without our consent; we may transfer it to a successor of our business with notice. If a clause is unenforceable, the rest stays in force. These Terms, the DPA, the Privacy Policy and any order form are the whole agreement on their subject.
Airgent Services Private Limited, To be filled · Registered office · legal@airgent.ai · for privacy: see the Privacy Policy.