Privacy Policy & Terms of Service

1. Introduction

Solium AI ("Solium," "we," "us," or "our") respects your privacy and is committed to protecting your personal information. This Privacy Policy describes how we collect, use, disclose, and safeguard your information when you use our AI virtual receptionist services ("Services"), visit our website at solium.ai ("Website"), or interact with our systems.

Our Services are specifically designed for healthcare practices and may process sensitive health information. We comply with applicable privacy laws including the Privacy Act 1988 (Australia), HIPAA (where applicable), GDPR (for EU data subjects), and other relevant data protection regulations.

2. Information We Collect

2.1 Personal Information

We may collect the following types of personal information:

• Contact information (name, email address, phone number, mailing address)
• Healthcare practice information (practice name, specialty, staff details)
• Patient communication data processed through our AI systems
• Voice recordings and call transcripts (when consent is provided)
• Appointment and scheduling information
• Patient information including but not limited to: full name, date of birth, email address and mobile number

2.2 Health Information

When providing services to healthcare practices, we may process Protected Health Information (PHI) and other sensitive health data as a Business Associate under HIPAA or similar capacity under other applicable laws. This information is processed solely to provide our AI receptionist services.

2.3 Automatically Collected Information

• Website usage analytics and performance metrics
• Cookie and tracking technology data
• System logs and error reports
• AI performance and interaction data

3. How We Use Your Information

We use collected information for the following purposes:

• Provide and maintain our AI virtual receptionist services
• Process appointments, calls, and patient communications
• Provide customer support and technical assistance
• Process payments and maintain billing records
• Comply with legal obligations and regulatory requirements
• Prevent fraud and ensure system security
• Send service updates and important notifications
• Conduct analytics to improve our services

4. Information Sharing and Disclosure

We do not sell, trade, or rent your personal information. We may share information in the following circumstances:

4.1 Service Providers

We may share information with trusted third-party service providers who assist in delivering our services, including cloud hosting providers, and technology partners. All service providers are bound by confidentiality agreements and data protection requirements.

4.2 Legal Requirements

We may disclose information when required by law, court order, or government regulation, or when we believe disclosure is necessary to protect our rights, your safety, or the safety of others.

4.3 Business Transfers

In the event of a merger, acquisition, or sale of assets, your information may be transferred as part of the transaction, subject to equivalent privacy protections.

5. How We Handle Your Patients' Data

As a healthcare AI service provider, we understand the critical importance of patient data protection. Our handling of patient information follows strict healthcare privacy standards:

5.1 Data Minimisation

We only collect and process patient information that is directly necessary to provide our AI virtual receptionist services. This includes appointment details, contact information, and communication preferences.

5.2 Purpose Limitation

Patient data is used exclusively for:

• Scheduling and managing appointments
• Responding to patient enquiries about your practice
• Facilitating communication between patients and your clinic
• Generating anonymised performance analytics (no personal identifiers)

5.3 Data Processing Transparency

Our AI system informs patients at the beginning of each call that they are speaking with an AI virtual receptionist and that the conversation may be recorded for quality and training purposes. Patients can opt out of recording or request to speak with human staff at any time.

5.4 No Secondary Use

Patient data is never used for marketing, research, or any purpose beyond providing our contracted services to your healthcare practice. We do not create patient profiles for commercial purposes. Patient information is only shared with third parties when necessary to deliver our contracted services (e.g., with cloud hosting or technology partners), or as otherwise required by law.

5.5 Data Subject Rights

We support your patients' rights to access, correct, or request deletion of their personal information. As your service provider, we work with you to respond to patient requests within required timeframes and maintain detailed audit logs of all data processing activities.

6. Data Security

We implement comprehensive security measures to protect your information, including:

• End-to-end encryption for data transmission and storage
• Multi-factor authentication and access controls
• Regular security audits and vulnerability assessments
• Employee training on data protection practices
• Secure cloud-hosted private servers
• Incident response and breach notification procedures

7. Data Retention

We retain personal information for as long as necessary to provide our services and comply with legal obligations:

• Account information: Until account termination plus 7 years for legal compliance
• Call recordings and transcripts: 12 months unless longer retention is required by law
• Health information: As required by applicable healthcare regulations
• Website analytics: 26 months
• Payment records: 7 years for tax and audit purposes

8. Privacy Rights for Clinics and Patients

8.1 Healthcare Practice Rights

As our healthcare practice client, you have the following rights regarding your practice data:

• Access and review all practice-related data we maintain
• Correct any inaccurate practice information in our systems
• Request deletion of practice data upon service termination (subject to legal retention requirements)
• Export your practice data in a portable format
• Control how your practice information is used for service improvements
• Receive detailed reports on all patient data processing activities

8.2 Patient Rights (HIPAA & Privacy Act Compliance)

Patients whose information is processed through our AI systems have specific rights under healthcare privacy laws. As your Business Associate, we support these rights on your behalf:

• Right to Access: Patients can request copies of their health information processed by our AI
• Right to Amendment: Patients can request corrections to inaccurate health information
• Right to Restriction: Patients can request limitations on how their health information is used
• Right to Opt-Out: Patients can request not to interact with AI and speak directly with staff
• Right to Accounting: Patients can request a record of who has accessed their information
• Right to Notification: Patients must be informed of any data breaches affecting their information
• Right to File Complaints: Patients can file complaints about privacy practices with us or regulatory authorities

8.3 How We Support These Rights

• We provide tools and reporting to help you respond to patient privacy requests
• Patient requests can be submitted through your practice or directly to us
• We maintain detailed audit logs to support access and accounting requests
• Our systems allow for immediate restriction or deletion of patient data when required

Healthcare practices are responsible for informing patients of their privacy rights.To exercise any rights or for privacy inquiries, contact us using the information provided in Section 11.

9. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our website. These include:

• Essential cookies: Required for website functionality
• Analytics cookies: Help us understand website usage and improve our services

You can manage cookie preferences through your browser settings or our cookie consent tool.

10. International Data Transfers

Your information is primarily stored and processed in Australia. If we transfer information internationally, we ensure appropriate safeguards are in place, including:

• Adequacy decisions by relevant authorities
• Standard contractual clauses
• Binding corporate rules
• Certification schemes and codes of conduct

11. Children's Privacy

Our services are not directed to children under 16 years of age. We do not knowingly collect personal information from children under 16. If we become aware that we have collected personal information from a child under 16, we will take steps to delete such information promptly.

12. Contact Information

If you have questions about this Privacy Policy or wish to exercise your privacy rights, please contact us:

13. Policy Updates

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of material changes through our website or by email. The "Last updated" date at the top of this policy indicates when it was last revised.

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Solium AI ("Solium," "we," "us," or "our") regarding your use of our AI virtual receptionist services, website, and related applications (collectively, the "Services").

By accessing or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, please do not use our Services.

2. Service Description

Solium provides AI-powered virtual receptionist services specifically designed for healthcare practices. Our Services include:

• 24/7 automated phone answering and call management
• Appointment scheduling and management
• Patient inquiry handling and information provision
• Integration with practice management systems
• Call analytics and performance reporting
• Custom AI training for your specific practice needs

Our Services are intended to supplement, not replace, human healthcare providers and administrative staff.

3. User Accounts and Registration

To use our Services, we will create for you an account based on the information you provide. It is your duty to provide accurate, complete, and current information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorised use
• Ensuring you have authority to bind your healthcare practice to these Terms

4. Acceptable Use

You agree to use our Services only for lawful purposes and in accordance with these Terms. You agree NOT to:

• Use the Services for any illegal or unauthorised purpose
• Violate any applicable laws, regulations, or third-party rights
• Attempt to gain unauthorised access to our systems or data
• Interfere with or disrupt the Services or connected networks
• Upload or transmit viruses, malware, or other harmful code
• Reverse engineer, decompile, or otherwise attempt to derive source code
• Use the Services to provide services to third parties without authorisation
• Misrepresent your identity or affiliation

5. Healthcare Compliance

Our Services are designed for healthcare environments and include features to support compliance with healthcare regulations. However, you acknowledge that:

• You remain solely responsible for ensuring your use of our Services complies with all applicable healthcare laws and regulations
• Our AI Services are tools to assist with administrative tasks and are not medical devices
• You must obtain appropriate patient consents for call recording and data processing (our AI will inform the patient they are being recorded at the beginning of the call to seek consent)

6. Intellectual Property Rights

6.1 Our Rights

The Services, including all software, algorithms, data models, documentation, and related materials, are owned by Solium and protected by intellectual property laws. We retain all rights not expressly granted to you.

6.2 Your Rights

You retain ownership of your data and content. By using our Services, you grant us a limited license to process your data solely to provide the Services as described in our Privacy Policy.

6.3 Feedback

Any feedback, suggestions, or improvements you provide regarding our Services may be used by us without restriction or compensation to you.

7. Payment Terms

• Fees are charged according to your selected service plan
• Payment is due within 7 days after the billing period
• Late payment may result in service suspension
• We do not offer refunds unless explicitly mentioned otherwise in a quote
• You are responsible for all taxes related to your use of the Services
• We may change our fees with 30 days' notice

8. Service Availability and Modifications

We strive to provide reliable Services but cannot guarantee 100% uptime. We may:

• Perform scheduled maintenance with advance notice
• Temporarily suspend Services for emergency maintenance
• Modify or discontinue features with reasonable notice
• Update our AI models and algorithms to improve performance

9. Disclaimers and Limitation of Liability

9.1 Disclaimers

OUR SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

9.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SOLIUM SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFITS, DATA LOSS, OR BUSINESS INTERRUPTION.

OUR TOTAL LIABILITY FOR ANY CLAIM SHALL NOT EXCEED THE AMOUNT PAID BY YOU FOR THE SERVICES IN THE 12 MONTHS PRECEDING THE CLAIM.

10. Indemnification

You agree to indemnify, defend, and hold harmless Solium and its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of the Services, violation of these Terms, or infringement of any third-party rights.

11. Termination

Either party may terminate this agreement:

• For any reason with 30 days' written notice
• Immediately for material breach that remains uncured after 10 days' notice
• Immediately if the other party becomes insolvent or ceases operations

Upon termination, your access to the Services will cease, and we will return or destroy your data according to our data retention policy.

12. Dispute Resolution

Any disputes arising from these Terms or your use of the Services shall be resolved through:

1. Good faith negotiations between the parties
2. If unresolved, binding arbitration under the Australian Centre for International Commercial Arbitration rules
3. Arbitration shall be conducted in Melbourne, Australia

13. Governing Law

These Terms are governed by the laws of Australia, without regard to conflict of law principles. The courts of Australia shall have exclusive jurisdiction over any disputes not subject to arbitration.

14. Miscellaneous

• Entire Agreement: These Terms constitute the entire agreement between you and Solium
• Severability: If any provision is found unenforceable, the remainder shall remain in effect
• No Waiver: Failure to enforce any provision does not constitute a waiver
• Assignment: You may not assign these Terms without our written consent
• Force Majeure: Neither party is liable for delays due to circumstances beyond their control

15. Contact Information

For questions about these Terms, please contact us:

16. Changes to Terms

We may modify these Terms from time to time. We will notify you of material changes at least 30 days before they take effect. Your continued use of the Services after the effective date constitutes acceptance of the modified Terms.