The rules of the house.

These Terms of Service (the “Terms”) form a binding agreement between Auria AI Ltd., a company incorporated in Hong Kong SAR (“Auria,” “we,” or “us”), and the organisation or individual that registers for, subscribes to, or otherwise uses the Services (“Clinic,” “you,” or “your”).

By accessing the Auria dashboard at app.useauria.com, connecting a phone number through Twilio/Retell, or otherwise using our voice-agent technology, you represent that (i) you have authority to bind the Clinic, (ii) you have read and understood these Terms, and (iii) you agree to be bound by them.

If you do not agree with any part of these Terms, do not use the Services.

Auria provides an AI-powered voice-agent platform tailored to the needs of private medical, dental, aesthetic, and allied-health clinics. The platform currently includes:

• AI Receptionist — handles inbound calls 24/7, schedules appointments through Cal.com, and triages urgent issues.
• AI Outbound Follow-up — initiates post-visit check-in calls, books follow-ups, and handles soft product or supplement reminders.
• Clinic Console — a web dashboard for transcripts, analytics, sentiment, escalations, and EMR handoff.
• Integrations — Cal.com, Twilio, Retell AI, Google Sheets, Zapier, and other webhooks configured on your behalf.

We may update, add, deprecate, or remove features at any time. Material changes that meaningfully reduce functionality will be communicated to the Clinic at least thirty (30) days in advance.

You must register an account to use Auria. You agree to provide accurate information, keep it current, and safeguard your credentials. You are responsible for all activity that occurs under your account, including the actions of your doctors, nurses, receptionists, and support staff.

Notify us immediately at security@useauria.com if you suspect unauthorised access. We may suspend any account we reasonably believe has been compromised.

You agree not to use Auria to:

• Contact individuals for whom you lack a lawful basis — such as valid consent under the Hong Kong Personal Data (Privacy) Ordinance or an equivalent legal basis in the patient’s jurisdiction.
• Send marketing, political, or fundraising calls that are not directly related to the patient’s care.
• Make any representation implying that the AI is a licensed physician or that it can diagnose, prescribe, or replace clinical judgment.
• Use the platform for robocalls, call-spoofing, or any activity that violates the anti-spam or telecommunications laws of the patient’s jurisdiction.
• Reverse-engineer, scrape, or attempt to extract the underlying model weights, prompts, or proprietary logic.
• Upload or process data belonging to minors under 16 without verifiable parental consent.

We may suspend or terminate any account engaged in the above without prior notice if we believe patient safety or regulatory compliance is at risk.

You are the data controller for any patient information processed through Auria. Auria acts as your data processor. We will only handle patient data in accordance with your documented instructions and our Privacy Policy.

Your obligations

• Obtain informed consent before enrolling a patient in AI follow-up calls.
• Honour patient requests to opt out of automated calls within one business day.
• Maintain all licences, certifications, and registrations required to operate your clinic.
• Review transcripts and escalations flagged by Auria in a timely, clinically appropriate manner.

Our obligations

• Process patient data only to provide and improve the Services.
• Maintain reasonable technical and organisational security measures — encryption in transit and at rest, access controls, audit logs.
• Promptly notify you of any confirmed data incident affecting your patients.
• Return or delete patient data within thirty (30) days of written request or account termination.

Nothing in Auria is a medical device. Auria does not diagnose, prescribe, or treat. Clinical judgment — including decisions on escalation, medication, or further care — remains entirely your responsibility.

Auria’s voice agents operate using large-language-model technology. While we work hard to keep their behaviour consistent, accurate, and safe, you acknowledge that AI systems can occasionally:

• Mis-transcribe accents, background noise, or overlapping speech.
• Generate responses that sound confident but are factually incomplete.
• Fail to recognise subtle clinical nuance that a trained human might catch.

You agree to use Auria as an assistant, not as a substitute for qualified staff. All urgent, severe, or clinically ambiguous cases should be escalated promptly to a human clinician. Auria provides sentiment and escalation signals to help you do this, but you remain responsible for reviewing them.

Every call Auria makes or receives is introduced with a clear disclosure that the caller is an AI agent — this is a hard-coded safety behaviour that cannot be disabled.

Subscription fees, per-minute call costs, and any add-ons are set out in your Order Form or the online pricing page. Fees are quoted in USD or HKD, billed in advance, and non-refundable except as required by law.

Usage-based charges

Voice minutes, SMS messages, and third-party pass-through charges (Twilio, Retell, OpenAI) are billed at the end of each calendar month, based on metered usage visible in your dashboard. We reserve the right to revise pass-through rates on 30 days’ notice if upstream vendor pricing changes.

Late payment

Invoices are due fifteen (15) days from issuance. We may suspend Services for accounts more than thirty (30) days overdue, after one written reminder.

Auria retains all right, title, and interest in the Services — including the platform, our system prompts, our fine-tuned model configurations, our UI, our documentation, and any improvements derived from aggregated, de-identified usage data.

You retain all right, title, and interest in your Clinic Content — your patient lists, transcripts, treatment notes, recordings, and any branding you upload. You grant us a limited, non-exclusive licence to process Clinic Content solely to deliver the Services to you.

We do not use your Clinic Content to train general-purpose foundation models, and we do not sell your data. Ever.

The Services are provided “as is” and “as available.” To the maximum extent permitted by law, Auria disclaims all express or implied warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing or course of performance.

We do not warrant that the Services will be uninterrupted, error-free, or free from third-party outages (for example, Twilio carrier events or Retell API incidents). Scheduled maintenance windows will be communicated in advance whenever practicable.

To the maximum extent permitted by law, Auria’s aggregate liability arising out of or related to these Terms — whether in contract, tort, or otherwise — shall not exceed the fees actually paid by you to Auria in the twelve (12) months immediately preceding the event giving rise to the claim.

In no event shall Auria be liable for any indirect, incidental, consequential, exemplary, or punitive damages, including loss of profits, loss of goodwill, or loss of patients, even if advised of the possibility.

Nothing in these Terms excludes or limits liability for death, personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by applicable law.

Either party may terminate these Terms on thirty (30) days’ written notice. We may suspend or terminate immediately if you (i) materially breach these Terms, (ii) fail to pay undisputed invoices after notice, or (iii) engage in conduct that places patient safety or our platform integrity at risk.

On termination we will deactivate your phone numbers, disable AI agents, and make your data available for export for thirty (30) days, after which we will permanently delete it unless retention is required by law.

We may revise these Terms from time to time. Material changes will be communicated at least thirty (30) days in advance via email to your account administrator and through an in-app notice. Continued use of the Services after the effective date of the revised Terms constitutes your acceptance of them.

These Terms are governed by the laws of the Hong Kong Special Administrative Region of the People’s Republic of China, without regard to conflict-of-laws principles.

Any dispute, controversy, or claim arising out of or relating to these Terms — including any question regarding their existence, validity, or termination — shall be referred to and finally resolved by arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules in force when the notice of arbitration is submitted. The seat of arbitration shall be Hong Kong. The language shall be English. The tribunal shall consist of one arbitrator.

Auria AI Ltd.
c/o Hong Kong Science and Technology Parks
Pak Shek Kok, New Territories, Hong Kong SAR

General — hello@useauria.com
Legal — legal@useauria.com
Security — security@useauria.com