Terms of Service

1. Scope and parties

1.1 These Terms of Service (“Terms”) govern the contractual relationship between H2F Group GmbH, Seestrasse 16A, 6315 Oberägeri, Kanton Zug, Switzerland, operating the brand and service “Auralinx” (“Auralinx”, “we”, “us”), and the customer, a medical or dental practice or other professional organisation that registers for and uses the Service (“Customer”, “you”).

1.2 By registering for, activating, or using the Service, you accept these Terms. If you act on behalf of a practice or organisation, you confirm that you are authorised to bind it.

1.3 Deviating, conflicting, or supplementary terms of the Customer do not apply unless Auralinx has agreed to them in text form.

2. The Service

2.1 Auralinx provides a managed AI telephone assistant service for medical and dental practices, marketed under the assistant name “Sophie”. The Service answers inbound telephone calls, books and manages appointments, captures patient requests, provides routine information, and routes calls to the practice team according to the rules configured for the Customer.

2.2 The Service is provided as a managed service, not as software licensed for installation. Auralinx configures, operates, and maintains the assistant on the Customer's behalf.

2.3 The Service runs on the infrastructure of a third-party platform provider, Multicode S.R.L., and uses third-party telephony carriers. Availability depends in part on these providers and on the Customer's own telephone provider.

2.4 The assistant discloses to callers that they are speaking with a digital assistant.

3. Not a medical or emergency service

3.1 The Service does not provide medical advice, diagnosis, triage decisions, or treatment recommendations. It performs the structured intake of patient requests and administrative routing only. All medical assessment and decision-making remain solely with the Customer's qualified medical personnel.

3.2 The Service is not an emergency service and must not be relied upon for medical emergencies. The Customer is responsible for configuring emergency-routing rules and for ensuring that callers with emergencies are directed to the appropriate emergency services (in Switzerland, telephone 144).

3.3 The Customer remains fully responsible for the medical care of its patients and for compliance with all professional and regulatory obligations applicable to its practice.

4. Registration, trial, and activation

4.1 The Customer registers for the Service and provides accurate and complete information.

4.2 Auralinx configures the assistant and activates it on the Customer's practice number. The free trial period of 14 days begins when the assistant goes live on that number.

4.3 No payment method and no payment are required during the trial. To continue using the Service after the trial, the Customer confirms continuation, after which the subscription begins and fees become payable. If the Customer does not continue, the Service ends at the close of the trial and nothing is charged.

4.4 There is no setup fee.

5. Plans, fees, and payment

5.1 The Service is offered in subscription plans (currently Starter, Professional, and Enterprise) at the prices and with the included usage published at auralinx.ch at the time of conclusion. Each plan includes a monthly allowance of call minutes. Usage beyond the allowance is billed at the per-minute overage rate stated for the plan.

5.2 Fees are stated in Swiss francs (CHF) and are exclusive of value-added tax. Swiss VAT (MwSt) at the statutory rate, currently 8.1%, is added where applicable.

5.3 Subscription fees are billed monthly in advance and charged to the Customer's selected payment method or invoiced. Overage is billed in arrears.

5.4 In the event of late payment, Auralinx may, after notice, suspend the Service until outstanding amounts are settled.

5.5 Auralinx may adjust prices and plan terms with at least 30 days' notice before the change takes effect. If the Customer does not accept the change, the Customer may terminate with effect from the date the change would take effect.

6. Term and termination

6.1 The subscription runs on a monthly basis and renews automatically for successive monthly periods.

6.2 Either party may terminate with 30 days' notice. Termination must be in text form, for example by email to contact@auralinx.ch.

6.3 Auralinx may suspend or terminate the Service with immediate effect in the event of material breach, unlawful use, or non-payment.

6.4 On termination, the Customer's right to use the Service ends. The treatment of data after termination is governed by the data-processing agreement (Section 8).

7. Customer obligations

7.1 The Customer uses the Service only for lawful purposes and in accordance with these Terms.

7.2 The Customer ensures that its telephone provider supports the call-forwarding required to route calls to the Service.

7.3 The Customer is responsible for the content it configures, for its greeting and routing rules, and for keeping its account credentials confidential.

7.4 The Customer obtains and maintains all patient consents and notices required for the processing of patient data through the Service, to the extent these are the Customer's responsibility as controller.

8. Data protection

8.1 Each party complies with applicable data-protection law, including the Swiss Federal Act on Data Protection (revDSG) and, where applicable, the EU General Data Protection Regulation (GDPR).

8.2 The processing of personal data on the Customer's behalf is governed by the data-processing agreement (Auftragsverarbeitungsvertrag, “AVV”) between the parties. The AVV applies automatically on use of the Service and forms an integral part of these Terms. In case of conflict regarding data processing, the AVV prevails.

8.3 Patient data is hosted on certified servers within the EU and is encrypted in transit and at rest. Patient data is not used to train artificial-intelligence models.

9. Availability

9.1 Auralinx provides the Service with reasonable care and aims for high availability, but does not warrant uninterrupted or error-free operation. Maintenance, third-party outages, and force majeure may affect availability.

9.2 Individual service levels for Enterprise customers, where agreed, are set out in a separate service-level agreement.

10. Intellectual property

10.1 All rights in the Service, the Auralinx brand, the assistant, and related materials remain with Auralinx and its licensors. The Customer receives a non-exclusive, non-transferable right to use the Service for the duration of the subscription.

11. Confidentiality

11.1 Each party keeps confidential the non-public information of the other party received in connection with the Service and uses it only for the performance of the contract.

12. Warranties and disclaimers

12.1 Auralinx warrants that it provides the Service with professional care. Except as expressly stated, and to the extent permitted by mandatory law, the Service is provided without further warranties.

13. Limitation of liability

13.1 Auralinx is liable without limitation for damage arising from intent or gross negligence, for injury to life, body, or health, and where liability is mandatory under applicable law.

13.2 In all other cases, Auralinx's total aggregate liability for all claims arising within any twelve-month period is limited to the total Service fees paid by the Customer in the three months preceding the event giving rise to the claim.

13.3 Auralinx is not liable for indirect or consequential loss, lost profits, or loss arising from the Customer's failure to configure emergency routing or to maintain appropriate emergency coverage.

13.4 Liability for the processing of personal data is governed additionally by the liability provisions of the AVV.

14. Changes to these Terms

14.1 Auralinx may amend these Terms with at least 30 days' notice. If the Customer does not accept a material change, the Customer may terminate before the change takes effect. Continued use after the effective date constitutes acceptance.

15. Force majeure

15.1 Neither party is liable for failure or delay in performance caused by events beyond its reasonable control.

16. Final provisions

16.1 Should any provision be or become invalid, the remaining provisions remain in force.

16.2 These Terms are governed by Swiss law, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods.

16.3 The exclusive place of jurisdiction is Zug, Switzerland, to the extent permitted by law.