01 Who provides the service
Autopoiema, a boutique automation studio based in Prague, Czech Republic. Contact: hello@autopoiema.com.
These terms apply alongside the individual written agreement with each practice. Where the two differ, the signed agreement wins.
02 What the service does
The assistant reads the practice's own WhatsApp Business conversations and, when the practitioner agrees a time with a patient, it:
- creates the appointment in the practice's Google Calendar, and keeps it in step when the appointment is moved or cancelled;
- sends the patient a confirmation of the time the practitioner just gave;
- sends reminders before the appointment, and records the patient's reply against it;
- sends the practitioner the day's agenda each morning;
- warns the practitioner when a new appointment overlaps another or falls outside opening hours.
03 What it deliberately does not do
Read this section before buying. These are limits by design, not gaps we intend to close next quarter, and a practice that needs any of them needs different software.
- It does not talk to patients. It does not negotiate times, quote prices or answer questions. It observes and acts. The relationship stays with the practitioner.
- Only the practitioner closes an appointment. A patient proposing a time changes nothing until the practitioner confirms it. This is enforced in code, not by convention.
- It does not understand voice notes. Patients send a lot of them. If a time was agreed in a voice note, that appointment will not be booked automatically.
- It does not give medical advice of any kind, and it must never be presented to patients as doing so.
- It does not read appointments typed into the calendar by hand, so it cannot warn about a clash with one of those.
- There is no dashboard. The calendar is the interface. The service is configured by us, not by the practice.
- One service, one practice. It is not a multi-location product.
04 Human approval, and where it sits
Autopoiema holds a standing rule that no autonomous system speaks unsupervised on matters of health. In this service the human approval is the practitioner's own message: the assistant does not compose new content, it acknowledges the date and hour the practitioner has just written. Reminders are limited to that same appointment.
If a practice wants the assistant to answer clinical questions, we will decline. That is not a negotiation about scope.
05 What the practice is responsible for
- Being the controller of its patient data, including having a lawful basis to message patients and a privacy notice that covers it. We act on the practice's instructions under a written processing agreement.
- Its own WhatsApp Business account and its billing with Meta. Meta charges per conversation; those charges are the practice's.
- Complying with the WhatsApp Business Messaging Policy and Meta's commerce and business terms. No marketing blasts through this channel, and no messaging people who did not ask to hear from the practice.
- Turning on the treatment-reason field only with express written patient consent. It ships disabled for that reason.
- The accuracy of what it tells the assistant: opening hours, appointment length, staff numbers and the shared calendar.
- Checking its own calendar. The assistant is an aid, not a guarantee. The practice keeps its own duty of care over its schedule.
06 Acceptable use
The service may not be used to send unsolicited marketing, to impersonate anyone, to contact people who have asked not to be contacted, to handle emergencies or triage, or for anything unlawful in the practice's jurisdiction. Any of these ends the service immediately, without refund of the current period.
07 Availability, and what we do not promise
We do not offer an uptime guarantee. The assistant depends on WhatsApp, on Google Calendar and on connectivity, none of which we control, and any of them can fail on their own.
The service is provided as is. We do not warrant that every appointment in a conversation will be detected, and section 03 lists the cases we already know it will miss. An appointment missed by the assistant remains an appointment the practice is responsible for.
We give notice of planned interruptions when we have it.
08 Fees
Fees, billing period and notice are set in the written agreement with each practice. There is no public price list, and the first conversation costs nothing. Meta's per-conversation charges are separate and billed to the practice by Meta.
09 Term, ending it, and what happens to the data
Either side may end the service with 30 days' written notice, and we may end it immediately for a breach of section 06.
When it ends: the practice keeps its WhatsApp account, its number and its Google Calendar, including every appointment already written there, because those are the practice's own accounts. We delete our copy of the appointment records within 30 days. There is nothing to migrate and no export to buy, which is the point of writing appointments into a calendar the practice already owns.
10 Liability
Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited under Czech law.
Subject to that, our aggregate liability is limited to the fees paid by the practice in the 12 months before the event, and we are not liable for lost profit, lost revenue or lost opportunity, including revenue lost to a missed or double-booked appointment. The practice remains the controller of its schedule.
11 Intellectual property
The assistant, its code and its configuration remain ours. The practice's data, its appointments and its patient relationships remain the practice's. Neither side acquires the other's by using the service.
12 Governing law, and changes
These terms are governed by the law of the Czech Republic, and the courts of Prague have jurisdiction, without prejudice to mandatory consumer or data protection rights available to a practice or a patient elsewhere.
If we change these terms, the date at the top changes and every practice using the service is told directly before the change takes effect. Continuing to use the service after that means accepting the new version.
Autopoiema · Prague, Czech Republic · hello@autopoiema.com