Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Client," "you," or "your") and Hello, Inc. ("Hello," "we," "our," or "us") governing your access to and use of the Hello website at usehello.ai (the "Website") and our AI voice agent platform, related tools, and professional services (collectively, the "Services").

By accessing our Website, creating an account, or purchasing Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are entering into these Terms on behalf of an organization, you represent that you have authority to bind that organization.

If you do not agree to these Terms, you must immediately discontinue use of the Website and Services.

2. Description of Services

Hello provides a premium, enterprise-grade AI voice infrastructure designed for healthcare practices. Our Services include:

• AI Voice Agent: Inbound and outbound phone automation with natural language processing, VIP routing, and bilingual support (English and Spanish)
• AI Conversations: Automated patient communication via chat, SMS, and email channels
• Scheduling and Booking: AI-powered appointment booking, confirmations, reminders, and no-show reduction
• Payment Processing: Deposit collection and outstanding balance recovery via PCI-compliant third-party processors
• Analytics and Reporting: Call analytics, performance dashboards, and business intelligence (standard on Hello PAYG; advanced and custom on Hello Enterprise as part of the bundled add-on shelf)
• Integrations: Connections to EHR/PMS, CRM, telephony, and other healthcare systems
• Outbound Campaigns: Patient recall, reactivation, and follow-up campaigns (available on Hello PAYG and Hello Enterprise; billed at outcome-based rates per the rate card)

All Services are provided on an implementation basis. Hello is a done-for-you platform, not a self-serve tool. Service availability varies by plan (Hello PAYG, Hello Enterprise) as described in Section 5.

3. Eligibility

To use the Services, you must:

• Be at least 18 years of age
• Be a legally formed business entity operating in the United States
• Have the legal authority to enter into binding agreements
• Not be prohibited from using the Services under applicable laws
• Provide accurate, current, and complete registration information

Hello reserves the right to refuse service to any prospective Client at our sole discretion.

4. Account Registration and Security

4.1 Account Creation

To access the Services, you must complete the onboarding process with the Hello implementation team. You agree to provide accurate and complete information during registration and to keep your account information current.

4.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials, including passwords, API keys, and access tokens. You must:

• Use strong, unique passwords for your Hello account
• Not share account credentials with unauthorized individuals
• Immediately notify Hello of any unauthorized access or security breach
• Ensure that all users under your account comply with these Terms

You are liable for all activity that occurs under your account, whether or not authorized by you.

5. Service Plans and Implementation

5.1 Available Plans

Hello Voice ships in two plans. Both include Mercury compliance bundled at no incremental charge, the full 8-agent roster, and HIPAA infrastructure.

The retired three-tier subscription model (Beacon, Intercept, Command) is no longer offered. Existing customers under prior tiers retain their original commercial terms through the duration of their agreement; new agreements use the plans above. For published rate-card details, see our Pricing page.

5.2 Implementation Process

Every Hello engagement includes a done-for-you implementation performed by the Hello team. Implementation typically includes:

• Custom AI voice agent configuration for your practice
• Integration with your EHR/PMS and other systems (37 native connectors plus 200 integrations total; custom integration capacity is part of Hello Enterprise)
• Knowledge base setup (FAQs, scheduling rules, policies)
• Staff training (up to 4 hours)
• Optimization during the post-launch period (90 days on Hello PAYG; contracted optimization window on Hello Enterprise)

Implementation timelines are estimates and may vary based on complexity, third-party system availability, and Client responsiveness. Hello is not liable for delays caused by Client-side factors.

5.3 Client Responsibilities During Implementation

To ensure successful implementation, you agree to:

• Designate a primary point of contact with decision-making authority
• Provide timely access to necessary systems, credentials, and information
• Respond to implementation team requests within 2 business days
• Review and approve agent configurations within the agreed timeline
• Ensure staff availability for training sessions

6. Fees, Billing, and Payment

6.1 Implementation Fees

Implementation fees are due upon execution of the service agreement. Clients may elect to spread the implementation fee across monthly payments during the first year. If a Client cancels before Year 1 completion, any remaining implementation balance becomes due immediately.

6.2 Monthly Service Fees

Monthly service fees are billed on the first of each month and are due upon receipt. Hello PAYG carries no monthly base fee; outcomes bill at published rate-card rates. Hello Enterprise bills the committed monthly minimum with overage at volume-discounted rates per the customer's commit. Annual billing is available on Hello Enterprise with discounts described on our Pricing page.

6.3 Outcome-Based Fees

Hello bills per outcome captured (channel-uniform across voice, SMS, and email) at rates published on our Pricing page. Outcomes include appointments booked, deposits captured, patient intakes completed, insurance verifications, reactivations, no-shows recovered, and saved cancellations, among others; see the rate card for the full list and per-outcome amounts. Hello Enterprise applies volume discounts to the same outcome catalog. Misdials, voicemails, and hangups under 30 seconds never bill.

6.4 Payment Methods

We accept payment via credit card, ACH bank transfer, and wire transfer. You authorize Hello to charge your designated payment method for all fees due under your service agreement.

6.5 Late Payments

Invoices not paid within 15 days of the due date are subject to a late fee of 1.5% per month (or the maximum permitted by law, whichever is less) on the outstanding balance. Hello reserves the right to suspend Services for accounts with balances overdue by more than 30 days, with 10 business days written notice prior to suspension.

6.6 Taxes

All fees are exclusive of applicable taxes. You are responsible for all sales, use, VAT, and other taxes imposed by any governmental authority, except for taxes based on Hello's net income.

7. Term, Renewal, and Cancellation

7.1 Minimum Commitment

All service agreements include a minimum commitment of 90 days (the "Optimization Period"). During this period, cancellation is not permitted. If a Client terminates during the Optimization Period, the full remaining implementation balance becomes due immediately.

7.2 Annual Renewal

After the initial Optimization Period, service agreements renew on an annual basis. Renewal occurs automatically unless either party provides written notice of non-renewal at least 60 days before the renewal date.

7.3 Cancellation by Client

• During Year 1 (after Optimization Period): Client may cancel with written notice. Any remaining implementation balance (if amortized monthly) becomes due immediately.
• After Year 1: Client may cancel by providing written non-renewal notice at least 60 days before the annual renewal date. No additional fees or penalties apply. Service continues until the renewal date.

7.4 Cancellation by Hello

Hello may terminate or suspend your access to the Services immediately upon written notice if you:

• Breach any material term of these Terms or your service agreement
• Fail to pay fees due for more than 30 days
• Use the Services in violation of applicable law
• Engage in activity that threatens the security or integrity of the platform

7.5 Effect of Termination

Upon termination, Hello will:

• Cease providing Services and deactivate your AI voice agents
• Return or destroy Client data (including PHI) within 60 days, unless retention is required by law
• Provide a final invoice for any outstanding fees

For full cancellation and refund details, see our Cancellation and Refund Policy.

8. Acceptable Use

You agree to use the Services only for lawful purposes and in accordance with these Terms. You shall not:

• Use the Services for any purpose other than legitimate healthcare practice operations
• Transmit or configure AI agents to communicate misleading, fraudulent, or deceptive information
• Use the Services to make unsolicited robocalls or spam communications in violation of the Telephone Consumer Protection Act (TCPA) or similar regulations
• Attempt to gain unauthorized access to any part of the Services, other accounts, or computer systems
• Reverse engineer, decompile, or disassemble any aspect of the Services
• Use the Services to collect, store, or process data in violation of HIPAA or applicable privacy laws
• Interfere with or disrupt the integrity or performance of the Services
• Use the Services to engage in any activity that is illegal, harmful, or offensive
• Sublicense, resell, or redistribute the Services to third parties without written consent
• Remove or alter any proprietary notices, labels, or marks on the Services

Violation of this section may result in immediate suspension or termination of Services without refund.

9. Client Data and Privacy

9.1 Ownership of Client Data

You retain all rights, title, and interest in the data you provide to Hello or that is generated through your use of the Services ("Client Data"), including patient information, call recordings, transcripts, and business data.

9.2 License to Hello

You grant Hello a limited, non-exclusive license to use Client Data solely for the purposes of providing, maintaining, and improving the Services. This license terminates upon termination of your service agreement, subject to data retention obligations described in our Privacy Policy.

9.3 Aggregated and De-Identified Data

Hello may use aggregated, de-identified data (which cannot reasonably be used to identify any individual or Client) for analytics, benchmarking, and product improvement purposes. Such data is not considered Client Data.

9.4 Privacy Policy

Our collection and use of personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

10. HIPAA and Business Associate Obligations

10.1 Business Associate Agreement

If you are a Covered Entity or Business Associate under HIPAA, Hello will enter into a Business Associate Agreement ("BAA") with you prior to processing any Protected Health Information ("PHI"). The BAA supplements these Terms and governs our obligations regarding PHI.

10.2 Hello's Obligations

As a Business Associate, Hello agrees to:

• Use and disclose PHI only as permitted by the BAA and HIPAA
• Implement administrative, physical, and technical safeguards to protect PHI
• Report any breach of unsecured PHI within the timeframes required by HIPAA
• Ensure that subcontractors with access to PHI agree to equivalent protections
• Make PHI available for individual access rights as required by HIPAA
• Return or destroy PHI upon termination of the BAA

10.3 Client's Obligations

As a Covered Entity, you agree to:

• Obtain all necessary patient consents and authorizations for the use of AI voice agents
• Inform patients that calls may be recorded and handled by AI agents, as required by applicable law
• Not request that Hello use or disclose PHI in a manner that would violate HIPAA
• Promptly notify Hello of any restrictions on the use of PHI that may affect Services

11. Intellectual Property

11.1 Hello's Intellectual Property

Hello and its licensors retain all rights, title, and interest in the Services, including all software, algorithms, AI models, user interfaces, documentation, trademarks, and other intellectual property. These Terms do not transfer any ownership rights to you.

11.2 License to Use

Subject to your compliance with these Terms and payment of applicable fees, Hello grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Services during the term of your service agreement.

11.3 Feedback

If you provide feedback, suggestions, or ideas regarding the Services ("Feedback"), you grant Hello a perpetual, irrevocable, royalty-free license to use, modify, and incorporate such Feedback into the Services without obligation to you.

12. Confidentiality

Each party agrees to maintain the confidentiality of the other party's Confidential Information. "Confidential Information" means any non-public information disclosed by either party that is designated as confidential or that reasonably should be understood to be confidential, including:

• Business plans, pricing, financial information, and customer lists
• Technical information, source code, and trade secrets
• Client Data and patient information
• AI agent configurations and knowledge bases

Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was known to the receiving party prior to disclosure; (c) is independently developed without use of Confidential Information; or (d) is rightfully obtained from a third party without restriction.

Confidentiality obligations survive termination of these Terms for a period of 3 years, except for trade secrets and PHI, which remain confidential indefinitely.

13. Representations and Warranties

13.1 Mutual Representations

Each party represents and warrants that: (a) it has the legal authority to enter into these Terms; (b) it will comply with all applicable laws in performing its obligations; and (c) these Terms constitute a valid and binding obligation.

13.2 Hello's Warranties

Hello warrants that: (a) the Services will perform materially in accordance with the applicable documentation; (b) the Services will be provided using commercially reasonable care and skill; and (c) the Services will comply with applicable laws, including HIPAA where applicable.

13.3 Disclaimer

EXCEPT AS EXPRESSLY SET FORTH IN THESE TERMS, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." HELLO DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

Hello does not warrant that: (a) the Services will be uninterrupted, error-free, or completely secure; (b) AI voice agents will handle every call without error; or (c) the Services will meet all of your specific requirements. AI voice agents are designed to handle the majority of routine calls but may escalate complex or unusual scenarios to human operators.

14. Limitation of Liability

14.1 Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HELLO'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU TO HELLO DURING THE 12-MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

14.2 Exclusion of Consequential Damages

IN NO EVENT SHALL EITHER PARTY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY, EVEN IF THE PARTY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

14.3 Exceptions

The limitations in this section do not apply to: (a) either party's indemnification obligations; (b) either party's breach of confidentiality obligations; (c) your payment obligations; or (d) liability arising from gross negligence or willful misconduct.

15. Indemnification

15.1 By Hello

Hello shall defend, indemnify, and hold harmless Client from any third-party claim that the Services infringe any U.S. patent, copyright, or trade secret, provided that Client promptly notifies Hello of the claim and cooperates with Hello's defense.

15.2 By Client

Client shall defend, indemnify, and hold harmless Hello from any third-party claim arising out of: (a) Client's use of the Services in violation of these Terms or applicable law; (b) Client Data, including any claim that Client Data infringes third-party rights; (c) Client's failure to obtain required patient consents or authorizations; or (d) Client's HIPAA obligations as a Covered Entity.

16. Service Level Agreement

Hello targets 99.5% platform availability. Hello Enterprise Clients may be eligible for a formal SLA with defined uptime guarantees and service credits, scaled to the committed monthly volume in the customer's agreement. For detailed information about our infrastructure, failover architecture, support response times, and service credit schedule, see our Business Continuity and SLA page.

Custom SLA terms may be negotiated as part of a Hello Enterprise service agreement.

17. Modifications to Terms

Hello reserves the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Post the revised Terms on our Website
• Notify active Clients via email at least 30 days before material changes take effect

Your continued use of the Services after the effective date of any changes constitutes acceptance of the revised Terms. If you do not agree to the revised Terms, you may terminate your service agreement in accordance with Section 7.

18. Governing Law and Dispute Resolution

18.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Delaware, without regard to conflict of law principles.

18.2 Dispute Resolution

Any dispute arising out of or relating to these Terms shall be resolved as follows:

1. Informal Resolution: The parties shall first attempt to resolve disputes informally through good-faith negotiation for a period of 30 days.
2. Mediation: If informal resolution fails, the parties shall submit the dispute to non-binding mediation administered by a mutually agreed-upon mediator in Denver, Colorado.
3. Arbitration or Litigation: If mediation fails, either party may pursue binding arbitration under the rules of the American Arbitration Association ("AAA") or file suit in the state or federal courts located in Denver, Colorado. Both parties consent to the exclusive jurisdiction of such courts.

18.3 Equitable Relief

Nothing in this section prevents either party from seeking injunctive or other equitable relief to protect its intellectual property rights or Confidential Information.

19. General Provisions

19.1 Entire Agreement

These Terms, together with the Privacy Policy, Cancellation and Refund Policy, any applicable BAA, and any executed service agreement, constitute the entire agreement between you and Hello regarding the Services and supersede all prior agreements and understandings.

19.2 Severability

If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

19.3 Waiver

The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.

19.4 Assignment

You may not assign or transfer these Terms or your rights under them without Hello's prior written consent. Hello may assign these Terms in connection with a merger, acquisition, or sale of all or substantially all of its assets, with notice to you.

19.5 Force Majeure

Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including natural disasters, pandemics, acts of government, war, terrorism, labor disputes, internet or telecommunications failures, or third-party service provider outages. The affected party shall promptly notify the other party and use commercially reasonable efforts to resume performance.

19.6 Notices

All notices under these Terms shall be in writing and sent to the email address on file for the applicable party. Notices to Hello should be sent to legal@usehello.ai. Notices are deemed received upon confirmed delivery.

19.7 Independent Contractors

The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, employment, or agency relationship.

20. Contact Information

If you have questions about these Terms of Service, please contact us:

• Legal inquiries: legal@usehello.ai
• General inquiries: hello@usehello.ai
• Phone: (314) 972-3674
• Mail: Hello, Inc., Attn: Legal, Denver, CO, United States