Terms of Service
These Terms of Service (the "Terms") form a legally binding agreement between you (the "Customer") and Fluora Ltd, a company registered in England and Wales (company number 17044783) with registered office at Suite A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE ("Fluora", "we", "us"). These Terms govern your access to and use of the Fluora platform, including Fluora Voice, Fluora Text-Back, and any related software, APIs and services we provide (together, the "Service"). We are registered with the UK Information Commissioner's Office (ICO), registration number ZC095058.
By signing up, accepting an order form, ticking a "I agree" box, or using the Service, you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree, you must not access or use the Service.
1. Definitions
"Authorised Users" means individuals authorised by the Customer to use the Service, typically reception or practice management staff.
"Patient Data" means personal data of patients of the Customer's dental practice that is processed by the Service.
"Subscription Term" means the period of the Customer's paid subscription, beginning on the conversion date from trial (or the order start date) and continuing on a rolling monthly basis until terminated.
"Trial" means a free, time-limited period (typically 7 days) during which the Customer evaluates the Service before any payment is taken.
2. Contract formation & trial
2.1 A contract is formed when (a) Fluora confirms a trial in writing or (b) the Customer signs an order form or accepts these Terms during onboarding, whichever is earlier.
2.2 The Trial is provided "as-is" with the same functionality as the paid Service. No payment details are required to start a Trial.
2.3 At the end of the Trial, the Customer may convert to a paid subscription via Direct Debit mandate. If no mandate is set up, the Service is suspended until either a mandate is provided or the trial is extended at Fluora's discretion.
3. The Service
3.1 The Service is an AI-powered communication infrastructure that handles inbound voice calls, text-back follow-ups for missed calls, and (subject to the Customer's plan tier) appointment booking, callback capture and SMS confirmations on behalf of the Customer's dental practice.
3.2 Fluora may modify the Service from time to time, including adding or removing features. We will give reasonable advance notice of any material reduction in functionality affecting the Customer's plan.
3.3 The Service is for administrative reception duties only. Fluora's AI does not provide medical advice, clinical diagnoses, or treatment recommendations and is configured to defer all clinical questions to qualified human staff.
4. Fees, billing & payment
4.1 The Customer's plan tier and monthly fee are agreed in writing during the conversion-from-trial step. Pricing is tailored to each practice and confirmed before any charge is taken.
4.2 Payment is by GoCardless Direct Debit mandate. Fees are billed in advance, monthly, on the conversion date.
4.3 Fluora is not currently registered for VAT. If Fluora becomes VAT-registered in future, applicable VAT will be added with reasonable notice.
4.4 Fluora may change pricing on no less than 30 days' written notice. The Customer may terminate (without penalty) before the price increase takes effect.
4.5 If a Direct Debit fails, the Customer's subscription is marked as past-due and the Service may be suspended after 7 days. We will attempt to contact the Customer at their registered email before any suspension.
5. Acceptable use & Customer obligations
5.1 The Customer must:
- Provide accurate practice information (opening hours, treatment list, dentist details) and keep it up to date;
- Hold lawful authority to forward inbound calls and SMS to Fluora's infrastructure;
- Display reasonable signage or notice that calls may be answered by an AI receptionist (Fluora can supply template wording);
- Use the Service only for legitimate dental-practice administration; not for spam, marketing without consent, harassment, or unlawful purposes;
- Comply with applicable laws, including the UK GDPR, the Data Protection Act 2018, the Privacy and Electronic Communications Regulations (PECR), the Care Quality Commission (CQC) framework, and General Dental Council (GDC) standards.
5.2 The Customer must not (and must not permit any third party to) reverse-engineer the Service, attempt to access the Service in a way other than as documented, share login credentials, or use the Service to build a competing product.
6. Data protection & processing
6.1 In respect of Patient Data, the Customer is the data controller and Fluora is the data processor. The terms of processing are set out in our Data Processing Notice and Privacy Notice, which together form a data processing agreement (DPA) between the parties as required by UK GDPR Article 28.
6.2 Patient call recordings are retained for up to 30 days for quality and compliance purposes, then automatically purged. Transcripts and structured booking data are retained for the period the Customer remains on the Service plus 90 days, after which they are deleted on request.
6.3 Fluora hosts data within the United Kingdom or the European Economic Area. We do not transfer Patient Data outside the UK/EEA without appropriate safeguards.
6.4 The Customer is responsible for obtaining patient consent where required, including (without limitation) consent to call recording where their practice signage or call-opening message would not be sufficient under PECR or CQC guidance.
7. Availability & support
7.1 Fluora targets 99.5% monthly uptime for the voice answering service, measured excluding scheduled maintenance and Force Majeure events. We do not currently offer financial service-level credits at this tier; Enterprise customers may negotiate a written SLA.
7.2 Support is provided by email at hello@fluora.co.uk during UK business hours (Mon–Fri, 09:00–17:30). Critical-incident response is best-effort 24/7.
7.3 In the event of a Service outage, calls fail-over to the practice's existing landline or, if not available, callers are advised to leave a message via the Customer's normal voicemail.
8. Intellectual property
8.1 Fluora retains all right, title and interest in and to the Service, including the AI models, prompt configuration, software, documentation and any improvements thereto.
8.2 The Customer retains all right, title and interest in their Patient Data and practice content (e.g. recorded greetings, brand assets) provided to the Service.
8.3 The Customer grants Fluora a limited licence to process Patient Data and practice content as necessary to operate the Service for the Customer.
9. Confidentiality
Each party will keep the other's confidential information confidential and use it only for the purpose of performing under these Terms. Confidential information does not include information already known, independently developed, or received from a third party without obligation of confidentiality.
10. Liability & indemnity
10.1 Nothing in these Terms limits or excludes either party's liability for (a) death or personal injury caused by negligence, (b) fraud or fraudulent misrepresentation, or (c) any liability that cannot be limited or excluded under applicable law.
10.2 Subject to clause 10.1, Fluora's total aggregate liability to the Customer in any 12-month period is limited to the fees paid by the Customer to Fluora in that period.
10.3 Subject to clause 10.1, neither party is liable for indirect or consequential loss, loss of profit, loss of goodwill, or loss of anticipated savings.
10.4 The Customer indemnifies Fluora against losses arising from the Customer's breach of clauses 5 (Acceptable Use) or 6 (Data Protection), or from any claim by a patient, employee or third party arising out of the Customer's use of the Service in breach of these Terms.
10.5 Clinical responsibility. The Customer remains the registered dental provider for all patient interactions. Fluora's AI is an administrative tool only; the Customer is responsible for clinical decisions, patient safety and CQC/GDC compliance.
11. Term & termination
11.1 The Subscription Term continues on a rolling monthly basis until terminated.
11.2 Either party may terminate for convenience on 30 days' written notice. There is no exit fee. Partial months are not refunded.
11.3 Either party may terminate immediately if the other party (a) commits a material breach not remedied within 14 days of written notice, or (b) becomes insolvent or enters administration.
11.4 On termination, Fluora will provide an export of the Customer's structured Patient Data on request, then delete it from active systems within 90 days (subject to backup-cycle retention of up to 30 further days).
12. Variation & assignment
12.1 We may update these Terms by giving 30 days' email notice. Continued use of the Service after the effective date constitutes acceptance.
12.2 The Customer may not assign the Subscription without our written consent. Fluora may assign in connection with a sale of substantially all of its business, on notice to the Customer.
13. General & governing law
13.1 These Terms are governed by the laws of England and Wales. The parties submit to the exclusive jurisdiction of the English courts.
13.2 If any provision is held unenforceable, the remainder of the Terms will continue in full force.
13.3 Failure to enforce any right does not constitute waiver.
13.4 These Terms (together with the Privacy Notice and Data Processing Notice) constitute the entire agreement between the parties regarding the Service.
13.5 Force Majeure: Neither party is liable for failure to perform caused by events beyond its reasonable control, including network outages, telecoms-carrier failures, cyber-attacks, pandemics or governmental actions.
14. Contact
Questions about these Terms? Email hello@fluora.co.uk.
Notices to Fluora must be sent (in addition to email) to: Fluora Ltd, Suite A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE.