These AI Receptionist – Voice and Text Messaging Terms (“AI Terms”) supplement the My Vet Hub, Inc. (“MVH”) Terms of Service (“Terms of Service”) and, together with the Terms of Service, govern your use of the AI Voice Receptionist and AI Text Receptionist (collectively, the “Product”). All capitalized terms used but not defined herein have the meanings given to them in the Terms of Service. By accessing or using the Product, you (“Subscriber”) agree to be bound by these AI Terms.
1. Description of Features
1.1 AI Voice Receptionist (“AI Voice”)
AI Voice uses an artificial intelligence-powered voice agent to communicate with Subscribers’ customers via telephone. The AI Voice agent is designed to handle inbound calls, provide general information, and route inquiries in accordance with the configuration established by the Subscriber.
1.2 AI Text Receptionist (“AI Text”)
AI Text uses an artificial intelligence-powered messaging system to communicate with Subscribers’ customers via SMS. The AI Text agent is designed to respond to inbound text messages and provide general information in accordance with the configuration established by the Subscriber.
2. Subscriber Obligations
2.1 Permitted Use
The Product is designed to provide general information and assistance. You agree to:
- use the Product solely for its intended purposes;
- provide accurate and complete information when configuring or interacting with the Product;
- not attempt to circumvent or interfere with the proper functioning of the Product; and
- not use outputs of the Product for any purpose that could have a legal or material impact on a person, including credit decisions, educational assessments, medical diagnoses, or other consequential determinations.
2.2 Output Accuracy and Human Review
You understand and agree that outputs generated by the Product may not always be accurate, complete, or appropriate. You are solely responsible for verifying all outputs and applying human review before using or sharing them. You acknowledge that different customers may receive the same or similar outputs, and that incomplete or inaccurate outputs do not constitute a material breach of this Agreement.
3. Subscriber Usage
3.1 AI Voice – Unlimited Minutes
MVH provides unlimited inbound voice minutes for use with the AI Voice Receptionist as part of your active subscription, subject to the Fair Use Policy set out in Section 3.3 below. There are no per-minute charges or monthly voice call credit limits under a standard subscription.
3.2 AI Text – Unlimited SMS
MVH provides unlimited SMS messaging for use with the AI Text Receptionist as part of your active subscription, subject to the Fair Use Policy set out in Section 3.3 below. There are no per-message charges or monthly SMS limits under a standard subscription.
3.3 Fair Use Policy
The unlimited voice and SMS usage described in Sections 3.1 and 3.2 is provided for normal, good-faith business use consistent with the intended purpose of the Product (i.e., handling inbound customer inquiries for a veterinary practice). Use that is excessive, automated, or otherwise inconsistent with ordinary business operations is not permitted. Without limiting the foregoing, the following conduct constitutes a violation of this Fair Use Policy:
- generating or transmitting automated, bulk, or unsolicited calls or messages not initiated by a customer;
- using the Product for outbound telemarketing, mass messaging campaigns, or any broadcast communications;
- artificially inflating call or message volume through the use of bots, scripts, or other automated means; and
- any use that places an unreasonable or disproportionate load on MVH’s infrastructure or that disrupts service for other subscribers.
MVH reserves the right to monitor usage levels and, where it reasonably determines that a Subscriber’s usage materially exceeds normal business patterns or violates this Fair Use Policy, to: (a) notify the Subscriber and request that usage be brought within acceptable limits; (b) throttle or temporarily suspend access to the Product; or (c) in cases of repeated or material violation, terminate the Subscriber’s access in accordance with the Terms of Service. MVH will endeavor to provide reasonable advance notice before taking any of the foregoing actions, except where immediate action is necessary to protect the integrity of MVH’s systems or other subscribers.
4. AI Features
4.1 AI Technologies
The Product incorporates artificial intelligence, machine learning, and similar technologies (“AI Technologies”) to power its AI-enabled features (“AI Features”).
4.2 How AI Features Work
Your customers interact with the AI Technologies through AI Features by engaging in conversations with AI Voice or AI Text. The Product generates outputs based on those customer inputs and the data used to train the AI Features.
4.3 No Warranties on Outputs
MVH makes no representations or warranties regarding outputs generated by the AI Features, including without limitation as to their legality, distinctiveness, accuracy, completeness, consistency, or eligibility for protection under intellectual property laws. It is your sole responsibility to evaluate all outputs and confirm they are appropriate for your customers.
4.4 Limitations of AI
You acknowledge and agree that, due to the inherent nature of artificial intelligence and machine learning, information generated by AI Features may be incorrect or inaccurate. AI Features are not human and are not a substitute for human oversight or professional judgment.
4.5 Third-Party References
Outputs generated by the Product do not represent the views of MVH. Any reference in an output to a third-party service or product does not imply that such third party endorses or is affiliated with MVH.
5. Data Collection, Privacy, and Security
5.1 Subscriber Responsibility for Data Security
You are solely responsible for the security of all data, including Protected Health Information (“PHI”), communicated through the Product. MVH shall not be responsible for any miscommunication, misinterpretation, or otherwise improper information, data, or experience that may result from your use of the Product.
5.2 Recording and Privacy Policy
MVH is committed to protecting your privacy. All interactions with the Product may be recorded for quality assurance, training, and service improvement purposes. By using the Product, you consent to such recording. MVH will handle personal information in accordance with its Privacy Policy, available at myvethub.com.
5.3 Training Data
MVH’s AI Features are developed using industry-licensed data relevant to the veterinary industry and further customized to your business by training on data received through your use of other MVH services and data within the MVH platform, as permitted by the Terms of Service and any separate agreements between the parties.
5.4 Record Retention
You are solely responsible for compiling and retaining permanent records of all interactions and voice recordings related to your use of the Product. Except as expressly provided herein, MVH has no obligation to store, retain, report, or otherwise provide copies of or access to any records generated through your use of the Product.
5.5 Compliance with Applicable Law
You are responsible for complying with all applicable laws and regulations in connection with your use of the Product, including obtaining any necessary consents or providing required notifications to your customers regarding call recording and the use of Protected Health Information.
6. AI Training and Model Improvement Rights
You grant MVH the right to use content, data, call records, transcripts, and interactions processed through the AI Technologies, provided that such data has been de-identified and aggregated in accordance with 45 C.F.R. § 164.514, for the following purposes:
- improving the accuracy and effectiveness of MVH’s AI Technologies;
- developing new AI capabilities or features;
- analyzing usage patterns to enhance system performance; and
- training MVH’s natural language processing and voice recognition systems.
7. Intellectual Property; License Grant
7.1 Ownership by MVH
You acknowledge that MVH retains all right, title, and interest, including all intellectual property rights, in and to the Product (including the AI Voice and AI Text features), the AI Technologies, the outputs of the AI Features, and the underlying software, hardware, training data (excluding Customer Data), and any derivatives or modifications thereof. Your use of the Product does not grant you any ownership rights in the Product or any of its components.
7.2 Ownership by Subscriber (Customer Data)
You retain all right, title, and interest in and to the data, content, information, and PHI (collectively, “Customer Data”) provided by you or your end users to the Product. You grant MVH a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, and distribute Customer Data solely as necessary to provide, maintain, and improve the Product and the Services, consistent with Section 6 (AI Training and Model Improvement Rights).
7.3 License Grant to Subscriber
Subject to these AI Terms and the Terms of Service, MVH grants you a limited, non-exclusive, non-transferable, non-sublicensable right to access and use the Product during the term of your subscription.
8. Indemnification
Without limiting your obligations under the Terms of Service, you agree to defend, indemnify, and hold harmless MVH and its subsidiaries, affiliates, agents, managers, and other affiliated companies, and their respective employees, contractors, agents, officers, and directors, from and against any and all claims, damages, obligations, losses, liabilities, costs, debts, and expenses (including reasonable attorneys’ fees) arising out of or related to:
- your or your end users’ failure to provide MVH with accurate, current, complete, and truthful information;
- your or your end users’ improper or unlawful actions or requests made through the AI Services; and
- your or your end users’ use of the outputs of the Product.
9. Modifications to These AI Terms
MVH reserves the right to modify these AI Terms at any time. Any changes will be effective immediately upon posting the revised AI Terms on myvethub.com. Your continued use of the Product following the posting of any modifications constitutes your acknowledgment and acceptance of the revised AI Terms. We encourage you to review these AI Terms periodically.
My Vet Hub, Inc. • myvethub.com