Terms of Service

1. Who we are

Rappel Health (“we”, “us”) is a clinic software service operated from Jaipur, Rajasthan, India. These terms cover two different relationships, set out in the two parts below: Part A binds the clinic, hospital or practitioner that holds an account with us, and everyone they invite as staff. Part B covers patients and anyone browsing this website without an account. They apply across rappel.health, its subdomains, the clinic booking pages we host at rappel.health/h/, and the Rappel Health web, mobile and desktop applications.

This part is a binding agreement between us and the clinic, hospital or practitioner that creates an account (“you”), and governs every staff member you invite to use it.

2. What the service does — and does not do

Rappel Health is clinic management software. It records, organises and transmits information that you and your staff enter, and it supports clinical work with drafts and suggestions — dictated notes, structured fields, prescriptions, discharge summaries. It does not practise medicine, does not verify clinical accuracy, and never replaces your professional judgement: everything the software or its AI produces is support, not a decision. The final clinical decision — what goes in the record, what is prescribed, what is done for the patient — always belongs to the treating doctor. Dictation transcripts and any suggested text are a draft — nothing is submitted, printed, messaged or billed until a clinician reviews and signs it.

3. Your account and users

An account belongs to your clinic (the organisation), not to any one person. You are responsible for the staff you invite, the roles you grant them, and the confidentiality of their credentials. Each staff member should sign in with their own login — shared logins break the audit trail we rely on for both of us, and are a breach of these terms. Tell us immediately at security@rappel.health if you suspect unauthorised access. Signing in on a new device on a given platform (web, mobile or desktop) ends that platform’s previous session; it does not affect your sessions on the other platforms.

4. Patient data and your obligations

You are the data fiduciary for the patient records you hold; we process them on your instructions, under the terms of our Privacy Policy and, on request, a separate data processing agreement. You confirm that you have the consent and legal basis required to collect and share the records you enter or upload, including for ABHA linking and any lab partners, pharmacies or messaging channels you enable. Once you close a consultation or other clinical record, later corrections are made through an audited addendum rather than a silent edit — build your review step around that.

5. Messages we send you

Two kinds, and they are not the same choice. Operational messages — appointment activity, security alerts, billing notices, service status — go to you and your staff by email, SMS, WhatsApp or push while the account is active, because they are how the service works; they cannot be switched off without closing the account. Marketing and product-update messages are separate and optional: we ask for them as their own tick, not as part of signing up, and you can withdraw that at any time from Settings or from any such message, as easily as you gave it and with no effect on your account or your price.

6. AI processing of what you enter

Our application servers are in Singapore and your clinic's database is in India, so operating the service means your data is processed outside India even before any AI is involved; our Privacy Policy sets out exactly what sits where. Delivering dictation, structuring and drafting additionally means sending what you dictate or type to AI sub-processors, some outside India again, which process the request and return a result. By using those features you instruct us to do that on your behalf. They are features you turn on, not conditions of holding an account: a clinic that does not want them can leave dictation and AI drafting off and the rest of the product works unchanged. Where the input includes patient data, you remain the data fiduciary for it — see §4 — and you confirm you have the notice and consent your patients are owed for that processing. What our sub-processors may and may not do with it is set out in our Privacy Policy; they are contractually barred from training on it.

7. AI-generated content — review and responsibility

Rappel Health uses AI extensively: to transcribe dictated speech, to structure a transcript into consultation fields, and to draft text such as prescriptions and discharge summaries from what was recorded during a visit. Every AI output is a draft, never a final record — nothing an AI model produces is submitted, printed, messaged, billed or filed as part of a patient’s record until a clinician has reviewed it and signed it. AI-suggested fields carry a confidence indicator, and low-confidence output is flagged rather than silently accepted. AI can mis-hear, mis-translate or mis-structure what was said, especially with accents, mixed-language speech or background noise — reviewing AI output before you rely on it is your responsibility, not ours, and the clinician who signs a record remains fully responsible for its clinical content. AI is a drafting aid; it does not diagnose, prescribe or make treatment decisions, and must never be treated as a substitute for your professional judgement. We — the software and the AI within it — only ever provide support and suggestions; the final decision on every record, prescription and treatment step is the treating doctor’s alone.

8. Voice recording and dictation

The dictation feature only records audio when a user actively starts it, and the resulting audio is used solely to produce that consultation’s transcript — never for any other purpose, and never analysed for anything beyond turning speech into text. If patients are present or audible when a recording is made, you (the clinic) are responsible for any consent, notice or hospital policy required for recording them — we are not present in the room and cannot obtain that consent on your behalf. See our Privacy Policy for how audio is handled technically once you stop recording.

9. Payment processing

Subscription payments to us are handled by a licensed third-party payment gateway; we never see or store your full card or bank account details — the gateway does, under its own PCI-DSS-compliant systems. Money your patients pay you is a separate matter and never passes through us; see Part B, §18. Recurring billing is collected through an auto-debit mandate you authorise at checkout, with its ceiling disclosed to you before you authorise it; you can view or revoke it from Settings → Billing at any time, though revoking it without arranging another payment method will lapse your subscription at the next renewal. If a payment fails, we will try to reach you before suspending access.

10. Fees

Doctor seats are billed; other staff roles (front desk, nursing, pharmacy, accounts and clinic admin) are not. Subscriptions are billed in advance, monthly or annually as chosen at checkout, in INR plus GST. Every clinic gets a 14-day free trial before any subscription is created, so nothing is charged until you choose to continue. We may revise pricing with 30 days’ notice, effective at your next renewal. Cancelling stops renewal but does not itself trigger a refund for time already paid for — see our Refund & Cancellation Policy for what is and is not refunded. Migration, on-site training, custom templates and messaging credits are quoted and billed separately from your subscription.

11. Acceptable use

Do not use the service to store data you have no right to hold, to send unsolicited marketing to patients, to reverse-engineer or resell the platform, or to run security testing without our written permission. We may suspend accounts that put patient data or platform stability at risk. The interface may show settings or menu items that your plan or role does not grant — access to the underlying data and actions is enforced on our servers regardless of what the screen displays.

12. Availability and support

We target 99.9% monthly uptime excluding scheduled maintenance, which we announce at least 48 hours ahead. Support response times for each plan are on our pricing page.

13. Liability

To the extent permitted by law, our aggregate liability in any twelve-month period is limited to the fees you paid in that period. We are not liable for clinical outcomes, lost profits, AI mis-transcription or mis-structuring that a clinician did not catch on review, or data you deleted outside our retention window.

14. Termination and export

Either side may end the agreement with 30 days’ notice. On termination you can export your patient records for 60 days — as PDF documents and as structured CSV — after which we delete or irreversibly anonymise them. FHIR export is on our roadmap and is not part of this commitment today; if you need it, ask us before you sign rather than assume it.

This part covers you if you book an appointment through a clinic’s public booking page running on Rappel Health, or if you simply browse rappel.health. It does not apply to clinic staff acting on the clinic’s behalf — Part A does.

15. What booking involves

When you book through a clinic’s public page, you give the clinic your name, mobile number and, optionally, an email address; the clinic — not us — decides how to run its queue and your care. We provide the booking software on the clinic’s behalf, matching or creating your patient record with the details you give, and sending confirmations by WhatsApp, SMS or email. Booking does not create a password login with us; there is no separate patient account to manage. You are responsible for giving accurate contact details and keeping any appointment you confirm — a clinic’s own rescheduling and no-show rules apply, not ours.

16. Messages and AI, for patients

Booking an appointment means we send you messages about that appointment — confirmation, reminders, a joining link for a video or phone visit, and anything the clinic needs to tell you about it — by SMS, WhatsApp or email. Those come with the booking; without them you would not know when to turn up. Marketing from the clinic is a different thing and needs its own agreement, given to the clinic, and you can withdraw it at any time from any such message without affecting your care or your booking. On AI: the clinic you booked with decides whether to use our dictation and drafting features on your visit, and it is the clinic — not us — that must tell you about that and obtain whatever consent you are owed. We process your details on that clinic’s instructions, and our sub-processors are barred from training their models on them.

17. Voice recordings during your visit

A clinic using Rappel Health may dictate your consultation so that AI can draft the visit note for the clinician to review and sign. If your voice is recorded during that process, it is the clinic’s responsibility — not ours — to tell you and get any consent required before recording; we simply provide the software the clinic uses to do it.

18. Payments to the clinic

Any payment you make through a clinic’s public page — a booking deposit, a consultation fee, or any other charge — is made to that clinic through the clinic’s own account with a licensed payment gateway. The money goes from you to the clinic: it does not pass through us, we never hold it, and we take no cut of what you pay for your care. We are not a party to that payment and do not receive, route or settle it; we provide the software that shows the clinic’s payment link. We never see or store your full card or bank account details — the gateway does, under its own PCI-DSS systems. Confirmation, refunds, cancellations and disputes are between you and the clinic: raise them with the clinic directly, as we cannot confirm, refund or reverse a payment we never held.

19. Your health information

The clinic you book with is the data fiduciary for your health records and is who you should contact about them first; we process that information on the clinic’s instructions. Details of what we collect and why are in our Privacy Policy.

20. Using this website

Content on rappel.health — text, design and the Rappel Health name and marks — belongs to us or our licensors. Don’t scrape, reverse-engineer or attack the site, or use it to send us anything unlawful. We are a software provider, not a healthcare provider: nothing on this site is medical advice, and for anything about your care you should contact the clinic directly.

21. Changes to these terms

We may update these terms from time to time; the version in force is always the one posted here, dated at the top of this page.

22. Governing law

These terms are governed by the laws of India. Courts at Jaipur have exclusive jurisdiction. Questions: legal@rappel.health.