Terms of Use

Last updated: 14 October 2026

These Terms of Use (the “Terms”) govern your access to and use of Willo’s website, software and services, including the AI receptionist (voice and text), booking and intake tools, websites, advertising management, AI-visibility reporting and any related onboarding or support (together, the “Services”). “Willo”, “we” and “us” mean the provider of the Services. “You” and “Client” mean the practice or business that signs up for, orders or uses the Services, and the individual accepting these Terms on its behalf.

By completing a checkout, signing an order form or proposal, or using the Services, you agree to these Terms. If you do not agree, do not use the Services.

1. The Services
2. Plans, orders and term
3. Fees and billing
4. No refunds
5. Cancellation
6. Late payment and suspension
7. Advertising and third-party platforms
8. Your responsibilities
9. AI receptionist and automated output
10. Patient data and HIPAA
11. Ownership and content
12. No guarantee of results
13. Disclaimer of warranties
14. Limitation of liability
15. Indemnity
16. Termination by Willo
17. Governing law and disputes
18. General

1. The Services

We provide the Services described on our website and in the plan, checkout page, proposal or order form you accept (each an “Order”). The Order sets out what is included, the price and any term. If an Order conflicts with these Terms, the Order controls for that Order only.

The Services are business tools for clinics and service businesses. They do not provide medical advice and are not a substitute for the professional judgment of your licensed staff.

2. Plans, orders and term

Each subscription runs for the billing period shown on your Order (for example, monthly). It renews automatically for the same period, at the then-current price, until you cancel under Section 5.

Some Orders include a minimum term (for example, “plans of 3 months or more”) or a notice period. Where an Order states a minimum term or notice period, you agree to pay for the full minimum term, and cancellation during it takes effect at the end of the minimum term.

3. Fees and billing

• Fees are billed in advance, in US dollars, at the start of each billing period, to the payment method you provide. You authorise us and our payment processor (Stripe) to charge that method for all fees due.
• One-time fees for setup, onboarding, website builds or similar work are due when invoiced and are earned when paid.
• Fees do not include taxes, which you are responsible for, other than taxes on our income.
• Usage beyond what your plan includes (for example, call minutes, text messages or extra phone numbers) may be billed at the rates shown on your Order or our website.
• We may change our prices by giving you at least 30 days’ written notice. A change takes effect at your next renewal after the notice period. If you do not agree, you may cancel before the change takes effect. A price you negotiated in a written Order stays fixed for any term that Order commits to.

4. No refunds

This does not limit any right to a refund that applicable law gives you and that cannot be waived by agreement.

5. Cancellation

• You may cancel at any time from your billing portal or by emailing support@joinwillo.com from the account owner’s email address.
• Cancellation takes effect at the end of your current term — the current billing period or, if your Order has a minimum term, the end of that minimum term. You keep access to the Services until then, and you will not be charged again after it.
• Fees already paid, or due for the current term, remain payable and are not refunded (see Section 4).
• To avoid the next renewal charge, cancel before your renewal date (or before the start of any notice period your Order specifies).
• Phone numbers we provision for you remain ours after cancellation unless your Order says otherwise. Ask us before you cancel if you want a number ported to you, so that it can be ported while the account is active.

6. Late payment and suspension

If a payment fails or is not received when due, we will notify you and retry the charge. If any amount is more than 10 days overdue, we may suspend the Services, including call answering and messaging, until it is paid. Overdue amounts may accrue interest at 1.5% per month or the maximum rate permitted by law, whichever is lower, together with reasonable costs of collection.

Please contact us before disputing a charge with your bank. A chargeback for fees owed under these Terms is a breach of these Terms, and we may suspend the Services while it is open.

7. Advertising and third-party platforms

• Where we manage advertising for you, ad spend is paid to the ad platform (for example, Google, Meta or OpenAI) and is separate from our management fee unless your Order says otherwise. Spend already delivered by a platform cannot be refunded by us.
• Ad platforms set and change their own policies, approvals, pricing and reporting. We are not responsible for a platform rejecting, limiting or suspending an ad or account, or for changes to how a platform counts clicks, calls or conversions.
• The Services connect to third-party systems you choose to use, such as your booking or practice-management software, CRM, phone carrier and messaging providers. Those systems are governed by their own terms, and we are not responsible for their availability, accuracy or changes to them.

8. Your responsibilities

You agree to:

• give us accurate and current information about your practice, services, prices, providers, hours and policies, and tell us promptly when anything changes;
• review the content we prepare for you (scripts, website copy, ads, messages) and tell us of anything inaccurate before it is published;
• comply with laws that apply to your business and your communications, including medical-advertising, licensing, consumer-protection and privacy laws, the Telephone Consumer Protection Act (TCPA), and call-recording and consent laws in the states where your callers are;
• make any disclosures and obtain any consents your patients or callers must give for calls to be answered by an AI assistant, recorded, transcribed or followed up by text;
• keep your login credentials secure, and be responsible for activity under your account; and
• not use the Services to send unsolicited marketing messages, or for anything unlawful, misleading or harmful.

9. AI receptionist and automated output

The Services use artificial intelligence to answer calls and messages, book and change appointments, and draft content. AI output can be incomplete or wrong. You remain responsible for supervising the Services, for the services and prices you offer, and for every clinical and business decision. The assistant is configured to hand off to your staff for medical questions and emergencies, and it must not be relied on as an emergency service. Callers with an emergency should call 911.

We are not liable for a missed, mis-recorded or incorrectly booked appointment, or for information the assistant gives that reflects information you supplied or did not update.

10. Patient data and HIPAA

Where you are a HIPAA covered entity and the Services handle protected health information on your behalf, we act as your business associate under our Business Associate Agreement (“BAA”), which forms part of these Terms once signed. If the BAA conflicts with these Terms on the handling of protected health information, the BAA controls. Our handling of personal information is described in our Privacy Policy, and text messages we send are covered by our Messaging Terms.

11. Ownership and content

• We own the Services, our software, models, prompts, templates, know-how and any improvements to them. You receive a non-exclusive, non-transferable right to use the Services during your subscription.
• You own your practice content: your name, logos, photos, service descriptions and patient records. You grant us a licence to use it to provide the Services.
• Websites, ad creative and written content we create specifically for you become yours once all fees for them are paid in full, except for our underlying code, templates and third-party assets (such as stock images or fonts), which are licensed to you for use with that content.
• You can ask us to export your call and booking records at any time during your subscription and for 30 days after it ends. After that we may delete them, subject to the BAA and the law.

12. No guarantee of results

We work to answer more calls, book more appointments and grow your visibility, but we do not guarantee any particular number of calls, leads, bookings, rankings, ad performance or revenue. Results depend on many things outside our control, including your market, prices, availability, reviews, staff follow-up and third-party platforms. Figures we share as examples or estimates are not promises.

13. Disclaimer of warranties

Except as expressly stated in these Terms, the Services are provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement, and we do not warrant that the Services will be uninterrupted or error-free.

14. Limitation of liability

To the fullest extent permitted by law: (a) neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, patients or data, however caused; and (b) our total liability arising out of or relating to the Services or these Terms will not exceed the fees you paid us in the three (3) months before the event giving rise to the claim. These limits do not apply to your payment obligations or to either party’s indemnity obligations.

15. Indemnity

You will defend and indemnify Willo against third-party claims arising from your content, your services or treatments, your breach of these Terms, or your failure to obtain a consent or make a disclosure that the law requires of you.

16. Termination by Willo

We may suspend or terminate the Services, with notice where practical, if you breach these Terms and do not cure the breach within 10 days of notice, if you fail to pay, or if your use creates legal, security or regulatory risk. We may also end a subscription at the end of any billing period by giving 30 days’ notice. If we end a subscription for our convenience, we will refund any fees you have prepaid for the period after it ends; this is the only case in which a refund is given.

17. Governing law and disputes

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules. Before starting any proceeding, each party agrees to try in good faith to resolve the dispute by contacting the other at the address below for at least 30 days. Any proceeding will be brought in the state or federal courts located in Delaware, and each party consents to their jurisdiction. Claims may be brought only on an individual basis, not as part of a class or representative action.

18. General

• Changes to these Terms. We may update these Terms. We will post the new version here with a new date and, for material changes, notify you by email at least 30 days before they apply to you. Continuing to use the Services after that date means you accept the updated Terms.
• Entire agreement. These Terms, your Order(s), the BAA (if signed) and the policies linked here are the entire agreement between us about the Services.
• Assignment. You may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition or sale of assets.
• Force majeure. Neither party is liable for delays caused by events beyond its reasonable control, including outages of carriers, cloud or ad platforms.
• Severability and waiver. If a provision is found unenforceable, the rest remains in effect. Not enforcing a provision is not a waiver of it.
• Notices. We send notices to the email address on your account. Send notices to us at the address below.

Contact

Willo
131 Continental Dr, Suite 305
City of Newark, County of New Castle, Delaware 19713
support@joinwillo.com