Terms of Service

These terms cover our marketing and operations services for private clinics serving adults in the United Kingdom. They apply when incorporated into your signed service agreement. Read them with the agreed scope and Data Processing Agreement before signing.

1 Your provider and agreement

We are Crimson Fox Retail Ltd, registered in England and Wales under company number 16808606, trading as Seen to Seated. Registered office: Unit 1, Kataria Point, Riches Road, Ilford, IG1 1JH, United Kingdom. Contact us for support, billing, cancellation, privacy, and legal notices at [email protected]. “You” means the clinic business named in the signed agreement. The signer must have authority to bind it. Services are business purchases, not patient or household purchases.

The agreement consists of your signed service agreement and scope, these terms, the Data Processing Agreement or DPA, and any applicable signed Business Associate Agreement or BAA. The signed scope overrides these terms only where it expressly identifies a change. The DPA governs personal data; the BAA governs protected health information where applicable. Mandatory transfer terms and nonwaivable law prevail.

The contract starts after signature and receipt of the setup fee. The subscription and minimum service term start separately at go-live. Payment alone does not replace signature.

2 Prices and package scope

Package	Monthly subscription	One-time setup
Essential	£349	£499
Boost	£1797	£2499
Growth	£3199	£2799

We are not currently VAT registered and do not currently add VAT. If registration or a change in law requires us to charge tax, we will explain the change and charge tax as legally required. Annual payment is not offered. Your payment provider may separately charge transaction or conversion fees. Setup is paid upfront. Subscription fees are paid monthly in advance. Supplier usage and advertising spend are additional.

Each subscription covers one clinic brand and location, one agreed inquiry workflow, and one connected booking calendar. Additional locations, workflows, calendars, websites, or integrations require an agreed written scope and price. Authorized user access is subject to platform permissions and limits; no separate per-user charge is included.

All packages include a practice-specific inbound virtual AI receptionist, online inquiry handling, compatible booking or callback capture, approved answers and handover rules, inquiry visibility, Google Business Profile optimization at setup, social media guidance, and a reception handover pack. The automated receptionist is intended to operate 24/7, subject to interruptions described below. Outbound AI calls are excluded.

Boost adds one treatment-focused landing page, one managed social platform with three posts per week, one Google campaign and one Meta campaign, monthly SEO keyword research, two blogs per month, monthly landing-page copy updates, monthly reporting, and eligible reactivation campaigns.

Growth adds three treatment-focused landing pages, three managed social platforms with seven posts in total each week including one video, one Google campaign and one Meta campaign, monthly SEO keyword research, four blogs per month, monthly landing-page copy updates, monthly reporting, eligible reactivation campaigns, content sessions, and the exclusivity described below. Cross-posting to two platforms counts as two publications. Platforms and campaign objectives are identified in your scope. Extra campaigns and advertisements require an agreed scope; an unlimited number of advertisements is not included.

Boost and Growth include a practice-specific business plan and six monthly business growth check-ins with Dr Dan Rogers during the first six service months. Each check-in lasts 30 to 60 minutes. He works as our subcontractor. These are business sessions, not clinical advice or patient consultations. Growth also includes a dedicated Account Director and a monthly meeting. Missed check-ins and rescheduling arrangements must be agreed in the signed scope; they do not create an unlimited coaching entitlement.

Essential excludes managed advertising, managed social posting, coaching, and reactivation. A full website is included only where your package description or signed scope expressly promises one. We deliver the website or landing pages promised in that scope. Our package descriptions and specific written commitments remain part of the agreed deliverables.

3 Setup and go-live

Our target is launch within 30 calendar days after we have your signed agreement, setup payment, and all required information and access. An incomplete submission does not start the period. We explain delays involving customer information, approvals, carriers, or other dependencies and agree a revised timetable where needed.

Two system revision rounds are included in setup. Each is one consolidated set of changes within the agreed scope. Materially new functionality is separately scoped. Supply accurate clinic information, hours, approved answers, transfer destinations, urgent-care instructions, and booking rules. Review and approve the system before activation.

We agree the launch date with you and receive the first monthly subscription payment before switching the service on. Subscription billing does not start merely because work is ready for review.

4 Content approval and clinical responsibility

You must expressly approve posts, advertisements, landing-page or website copy, blogs, and reactivation messages before publication or sending. You have seven calendar days after delivery to provide approval or one consolidated revision request. One revision round is included for each submitted content item or agreed batch. Revised content still needs express approval. Silence is not approval. Later changes or new briefs are separately agreed before extra charges apply.

Late approval delays publication or sending. We communicate the effect on the schedule. Customer-caused delay does not automatically reduce the subscription fee or create a refund. Missed content delivery is rescheduled by agreement; no unlimited backlog is created. We remain responsible for delivery failures attributable to us.

Check accuracy, treatment claims, prices, professional restrictions, patient permissions, and any approval required by your regulator or professional body. Approval does not remove our own legal duties. We do not invent clinical claims, testimonials, qualifications, or guaranteed outcomes. We revise or recreate our platform-rejected content for resubmission, without promising platform approval.

The clinic remains responsible for professional registration, clinical services, diagnosis, treatment advice, suitability decisions, safeguarding, patient consent, treatment outcomes, clinical records, complaints, and required advertising approvals. Business support does not replace professional advice. We remain responsible for our own services and lawful conduct.

The assistant answers approved administrative questions only. It does not diagnose, assess treatment suitability, perform clinical triage, or make eligibility decisions. AI can misunderstand or give inaccurate answers. Monitor handovers and correct information promptly. Do not use the system as the only route for urgent symptoms, emergencies, cancellations, or other time-sensitive clinical communications.

During your agreed working hours, the configured system attempts a live transfer when human help is needed. If no one answers, the connection fails, or the clinic is closed, it captures details for your team to respond. You supply a staffed destination and approved escalation instructions. A transfer attempt is not a promise of a clinical response. Your team handles appointments, callbacks, and urgent-care arrangements.

5 Marketing advertising and patient materials

Advertising budgets are agreed with you. The current recommended monthly budget is £2000 for Boost and £3000 for Growth; these are recommendations, not mandatory minimums unless expressly agreed. You pay Google and Meta directly through your own accounts. We do not receive patient payments. Where enabled, we send your clinic's secure payment link; you set patient deposit, cancellation, and refund terms.

You provide accurate information, branding, photographs, and video, with necessary rights and permissions. Patient images, stories, testimonials, and before-and-after content require separate appropriate written permission and any additional professional or legal safeguards. Permission to receive treatment is not permission to advertise the patient. Tell us if permission is withdrawn or content needs correction. Third-party platform rules still apply.

We may script, edit, caption, schedule, and publish approved materials and perform agreed comments or permitted group outreach. No spam, impersonation, or unsupported promotional claims are authorized. Missing materials, platform restrictions, or rejection can delay activity. No rankings, inquiries, bookings, patients, treatment sales, or revenue are guaranteed.

Boost and Growth include one eligible reactivation campaign after setup and quarterly campaigns afterward. Campaigns may use email and SMS to past inquiries and existing patients only after eligibility, permissions, opt-outs, message content, and sending rules are checked. No campaign calls are included. A contact on a list is not automatically eligible. No campaign volume, audience size, or minimum response is promised beyond the signed scope.

6 Content sessions and exclusivity

Growth includes one content session every other month, lasting up to four hours. Dates, location, access, and practical arrangements are agreed in advance. Most locations can be considered; we must accept the specific location before contracting for that session. Remote or impractical locations are not automatically covered.

You pay travel costs agreed before commitment. We do not incur unapproved travel charges. If you cancel your session, the next included session is the next normal two-month slot; a replacement session is not automatically included. Separately approved nonrecoverable travel costs remain payable. If we or our photographer cancel, we reschedule the session. Failure by us does not forfeit your included session.

Growth exclusivity protects only the specialty, location, and radius expressly listed in your signed scope. While that paid Growth service is active, we do not accept new Boost or Growth customers in that specialty within the protected area. Essential customers are permitted. Other specialties, preexisting clients disclosed before signature, and areas outside the boundary are excluded.

Our published UK radii are half a mile in London, one mile in other major cities, and 20 miles elsewhere. Record the applicable radius, clinic address, and specialty in the scope before signature. No exclusivity applies to Boost or Essential. Protection ends when the paid Growth service ends. A location move or changed specialty needs written agreement.

7 Usage billing and payments

Phone minutes in either direction, messages, AI processing, number rental, registration, and related supplier charges are additional at actual supplier cost with no markup from us. Supplier carrier fees and surcharges are part of that cost. We identify the applicable rates or calculation method, currency conversion where relevant, taxes, and chargeable setup activity in the pricing attachment before purchase. Separate approval is not required for each unit of authorized usage.

We invoice usage monthly with a monthly report. Usage invoices are due seven calendar days after issue. No fixed allowance, hard cap, or unlimited usage applies unless expressly agreed. Rates and supplier changes must be explained before application. No unagreed new service fee may be added.

Any budget illustration is separate from the supplier rate schedule and is not a typical bill, fixed quote, spending cap, or included allowance. Actual costs depend on billable minutes, message segments, routing, AI configuration, registration, storage, and supplier rates.

Pay monthly invoices by payment link or bank transfer. We do not automatically debit a bank account or stored card without a separate authorization. An unpaid invoice is not a receipt.

8 Minimum term cancellation and changes

Your initial minimum term is three service months from paid go-live, paid monthly in advance. After that, the subscription continues monthly until properly canceled. All three minimum-term monthly fees remain payable on their scheduled dates even if you stop using the service, subject to our breach, the refund provisions, and mandatory law.

Billing and cancellation use UK local time, including seasonal clock changes. Your billing day is the paid go-live day, not the setup-payment day. If a month lacks that day, use its last day and return to the original day when available. Late payment does not move the billing day.

Cancel by emailing [email protected]. Give at least 30 calendar days' notice. Service ends on the first billing anniversary on or after that period expires, no earlier than the end of the three-month minimum. For a billing day of the 10th after the minimum term, notice on April 15 ends service June 10 and the May 10 payment remains due. Our acknowledgment is not a condition of cancellation. Stopping payment is not cancellation.

Monthly upgrades or downgrades use the same notice and anniversary rule, subject to a written scope and price and the minimum commitment. An Essential customer upgrading to Boost or Growth receives a credit equal to the Essential setup fee paid against the new setup fee; it is not a cash refund. Any earlier upgrade needs express agreement. Any effect of an upgrade on the existing minimum term must be agreed before the upgrade starts; a new minimum is not automatic.

No automatic annual renewal or annual payment option applies. Price or scope changes need written agreement unless an existing clause expressly provides the calculation. We give sufficient notice of a proposed monthly increase for cancellation to take effect before it applies. Posting new terms does not retroactively amend a signed contract.

9 Late payment suspension and refunds

No late fee or interest applies. We email an overdue reminder and allow seven calendar days after the invoice due date before suspension. Usage invoices therefore have their original seven-day payment period followed by the further seven-day grace period.

Suspension may take your hosted pages or website offline and stop the receptionist, messaging, dashboard, and managed services. New monthly subscription charges pause during nonpayment suspension; existing debts and incurred supplier costs remain payable. Suspension does not waive the unpaid minimum-term commitment, but the same service period must not be billed twice. We confirm any remaining active minimum-term months and the revised service dates on restart.

To restart, pay the outstanding balance and the next service month upfront. We confirm reactivation and the service period; restoration is not promised to be instant. No separate reactivation fee is included. Continued material nonpayment may lead to termination.

There is no satisfaction or performance guarantee. Fees are not refunded for voluntary cancellation, lack of use, or disappointing results. If you cancel before launch, you forfeit the setup fee and we need not deliver unfinished work or configurations. Your preexisting materials and mandatory data rights remain protected.

If our own failure prevents delivery of the agreed core system, we refund the setup fee. If we end service without your fault, or you terminate for our uncured material breach, we refund unused prepaid subscription fees after service ends and release future charges for undelivered service. Mandatory refunds and remedies remain available.

10 Support hosting and third parties

Support is by email only, Monday to Friday, 9 a.m. to 7 p.m. UK local time, excluding bank holidays observed in England and Wales. We provide an initial response within one business day, not a fix within that time. Requests outside hours are treated as received when support next opens. No staffed 24/7 support or emergency service is included.

UK local time governs support hours.

Hosted pages include hosting and routine maintenance during the paid subscription. You own and renew your domain. Hosting ends when paid service ends. A fully functioning, independently editable HighLevel website export is not promised; moving platforms may require rebuilding. Customer-owned copy and assets remain yours. Quarterly receptionist information refreshes are available within the existing scope. Additional redesigns or functionality require an agreed price.

HighLevel, carriers, AI suppliers, booking providers, social platforms, and connectivity affect availability. We give no uptime percentage, service credits, or guaranteed repair time unless separately signed. We perform with reasonable care and skill. Third-party involvement does not remove our duties. We may use subcontractors with appropriate confidentiality, permissions, and data safeguards and remain responsible for their contractual work.

11 Privacy communications and acceptable use

UK GDPR, the Data Protection Act 2018, PECR, applicable professional rules, and other applicable law govern the relevant activities. You identify and document your lawful basis and any condition for processing health information. A general legitimate-interests assessment does not replace a required special-category condition. Marketing by email or SMS must have the required permission or meet a genuinely applicable exception. Using health information to target direct marketing needs the appropriate special-category condition, ordinarily explicit consent. An existing patient relationship does not automatically satisfy these requirements.

We use inquiry data and conversations only for the clinic's authorized business, security, and support. We do not use them for our own advertising, unrelated profiling, general AI training, or improvement for other customers. Operational AI processing remains part of the agreed service under the DPA. Staff and contractors receive only necessary access under written obligations. Worldwide access is subject to approved recipients and lawful transfer safeguards, not blanket permission.

Collect only names, contact details, treatment sought, and booking preferences as intended fields. Audio, transcripts, summaries, actions, and volunteered information may also reveal health details. The service is not a clinical-record repository. Do not deliberately collect unnecessary medical histories, identity documents, payment card details, or additional sensitive information without agreed safeguards.

When enabled, recording can start at connection and transcription follows afterward. The opening notice does not mean recording waits for consent. Configure the actual call route with appropriate notices, permissions, and an alternative contact channel. No standard greeting is certified for every jurisdiction. Agree the clinic's identity, recording purpose, privacy information, and transfer notices before launch.

Obtain the email and SMS permissions or valid exceptions required by PECR and data protection law. Identify your clinic, provide a working opt-out, and maintain suppression records. Health-based promotional targeting requires its separate lawful justification.

Both parties must promptly act on clear stop requests, synchronize suppression, and meet applicable deadlines. We configure agreed consent and sending controls; you obtain and retain the permissions, approve purposes, and tell us about requests received outside the system. Neither signature nor a missed call authorizes all future marketing. No messages start without an agreed lawful permission process.

Do not use the service for spam, harassment, unlawful discrimination, deception, infringement, impersonation, unauthorized voice cloning, or prohibited automated decisions. Use individual accounts, appropriate permissions, and multifactor authentication. Protect credentials and report incidents. We remain responsible for our own security duties.

12 Ownership confidentiality and exit

You retain your branding, accounts, domain, and data rights. After applicable fees are paid, we assign transferable rights in your commissioned copy, posts, graphics, and creative work. Third-party materials keep their licenses; AI-generated elements may lack exclusive rights. We retain templates, methods, reusable workflows, and configurations. Underlying software belongs to its owners. We may supply a workflow description, not proprietary configuration files.

Using your name or work in our portfolio requires separate written permission. Patient materials require their separate lawful permission too. Both parties protect nonpublic information with reasonable care, limit it to necessary recipients bound by confidentiality, and use it only for the contract. Exceptions cover lawfully public, independently developed, or unrestricted lawfully received material. Give notice of legally compelled disclosure where lawful. Confidentiality continues while information remains confidential.

Request free data return before service ends or within 30 calendar days afterward. Contact exports contain saved inquiry details; individual audio and transcripts need separate retrieval through authorized logs. We coordinate supported retrieval of other records as required by the DPA. Do not withhold mandatory return solely because of disputed debt. The window does not extend paid hosting or active services.

Audio and full transcripts have an agreed 90-day operational retention period, subject to verified platform controls, lawful instructions, and any necessary documented hold. Earlier exit deletion may apply. Do not rely on retrieving recordings already deleted. Other inquiry records follow the DPA schedule. The clinic must arrange its own required clinical and professional recordkeeping before operational deletion.

At exit we stop managed sends and scheduled publications, cancel queued sends where supported, hand back or stop ads as agreed, and remove our access after handover. You handle existing appointments and patient follow-up. We cooperate with eligible number porting or supported migration requested in time, with third-party costs agreed first. Do not release a number during an agreed pending migration. Whole sub-account transfers and ongoing number rental need separate agreement.

After the return window, delete data no longer needed under lawful instructions, except required retention and protected supplier backups. Safeguards continue for retained copies; no instant backup-erasure or recovery guarantee applies. The DPA and BAA control any stricter duty.

13 Breach liability and disputes

Either party may terminate for a material breach not corrected within 30 calendar days after written notice describing it. Incurable breaches and mandatory health-data restrictions may require earlier action. Payment suspension follows Section 9. We may immediately restrict affected functions for unlawful messaging, a serious security threat, or binding legal or platform restrictions, explaining the reason where lawful and restoring when permitted. Refund and data duties still apply.

Except for express commitments and nonwaivable warranties, we do not warrant uninterrupted, error-free, universally compatible, or automatically compliant operation. To the extent lawful, other implied warranties, including merchantability, fitness, and noninfringement, are excluded.

To the extent lawful, we exclude indirect, special, incidental, consequential, exemplary, and punitive loss, and lost profits, revenue, opportunities, goodwill, or anticipated savings. Our aggregate liability under the agreement, including the DPA and applicable BAA, is capped at three times the monthly subscription price for the affected subscription when the first event occurred. Related claims share one cap. Use the selected package for prelaunch claims; exclude setup, usage, taxes, and advertising spend from the calculation.

This cap includes contractual confidentiality and data claims between the parties. It does not limit fraud, fraudulent misrepresentation, willful misconduct, death or personal injury caused by negligence, gross negligence where nonwaivable, or other nonlimitability required by law. It does not limit individual statutory rights, regulators' powers, or overriding transfer terms. Agreed refunds are outside the cap. No unlimited customer indemnity is created.

England and Wales law governs, with exclusive jurisdiction in its courts, subject to mandatory applicable law. This does not displace local healthcare, privacy, marketing, or other mandatory rules. Try in good faith to resolve disputes for 30 calendar days after written notice before ordinary proceedings. Urgent relief, legal deadlines, and regulatory contact remain available. No compulsory arbitration or class-action waiver is added.

14 General terms and contact

Send notices to [email protected] or our registered address. We use your designated business email. Keep it current and resend failed delivery. Cancellation does not depend on acknowledgment.

Events beyond reasonable control excuse delay only to the extent they could not reasonably be prevented or mitigated. Notify the other party and mitigate; accrued payments and mandatory remedies remain unaffected. Neither party assigns without consent except in a genuine sale or reorganization with a capable successor and protected data obligations.

The contract is the entire agreement on its subject, preserving fraud and nonwaivable rights. An unenforceable provision does not invalidate the rest where it can continue. Delay in enforcement is not waiver. The parties are independent contractors, not clinical partners or agents authorized to bind treatment decisions. Electronic signatures and counterparts are accepted. Ownership, confidentiality, accrued payments, data protection, liability, and dispute provisions survive as needed.

Seen to Seated is operated by Crimson Fox Retail Ltd, registered in England and Wales under company number 16808606, trading as Seen to Seated. Registered office: Unit 1, Kataria Point, Riches Road, Ilford, IG1 1JH, United Kingdom.

Email: [email protected]