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Terms & Conditions

Last updated: 4 July 2026

1. Agreement

By creating an account or using SmileBack AI ("the Service"), you ("the Practice" or "you") agree to these Terms & Conditions. If you do not agree, do not use the Service. SmileBack AI is operated by SmileBack AI ("we", "us").

2. Subscription & Trial

New accounts receive a 7-day free trial with full access to the Service. No credit card is required for the trial. At the end of the trial period, access is restricted unless you subscribe to a paid plan.

Subscription plans are billed monthly. You may cancel at any time through the billing portal in your settings. Cancellation takes effect at the end of the current billing period; you retain access until that date.

3. Payments & No-Refund Policy

ALL PAYMENTS ARE STRICTLY NON-REFUNDABLE.

By subscribing, you acknowledge and agree that:

  • All subscription fees, whether monthly or for any other billing cycle, are charged in advance and are non-refundable under any circumstances.
  • No refunds or credits will be issued for partial months of service, unused features, downtime below our SLA threshold, plan downgrades, or account cancellations.
  • If you cancel your subscription, you will not receive a refund for any unused portion of the current billing period.
  • Chargebacks initiated contrary to this policy are considered a breach of these Terms. We reserve the right to suspend or terminate accounts associated with disputed charges.

This no-refund policy applies to all plans (Starter, Growth, Pro) and all payment methods. Your 7-day free trial is provided precisely so you can evaluate the Service before committing to payment.

4. Acceptable Use

You agree to use the Service only for lawful dental practice patient recall communications. You must not:

  • Send messages to individuals who have not consented to receive communications from your practice
  • Ignore or override opt-out requests from patients
  • Use the Service to send spam, phishing, or deceptive messages
  • Attempt to reverse-engineer, scrape, or circumvent the platform
  • Share your account credentials with unauthorised individuals
  • Use the Service in any way that violates telecommunications regulations in your jurisdiction

5. Your Responsibilities

You are solely responsible for:

  • Ensuring patient consent for marketing and recall communications under applicable law
  • The accuracy and legality of all patient data you import
  • Configuring your Twilio and email provider credentials correctly
  • The content of all messages sent, including AI-generated messages you approve and send
  • Maintaining the confidentiality of your account credentials

6. AI-Generated Content

The Service uses OpenAI to generate suggested message content. All AI-generated content is a suggestion only. You are responsible for reviewing and approving messages before they are sent. We make no warranty that AI-generated content will be accurate, appropriate, or effective. You assume all responsibility for the content of messages sent to your patients.

7. Service Availability & SLA

We target 99.5% monthly uptime for the platform, excluding scheduled maintenance. We do not guarantee specific delivery rates for SMS or email messages, as delivery depends on third-party carriers and providers outside our control. Downtime caused by third-party services (Twilio, Stripe, OpenAI, etc.) does not count against our uptime commitment.

8. Intellectual Property

The SmileBack AI platform, its code, design, and branding are our intellectual property. You retain ownership of your practice data and patient data. You grant us a limited licence to process that data solely to provide the Service.

9. Limitation of Liability

To the maximum extent permitted by law, SmileBack AI shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to lost revenue, lost profits, loss of data, or loss of business opportunity, arising from your use of or inability to use the Service.

Our total aggregate liability to you for any claims arising under these Terms shall not exceed the total fees paid by you in the three (3) months immediately preceding the event giving rise to the claim.

10. Termination

We reserve the right to suspend or terminate your account immediately and without notice if you breach these Terms, engage in fraudulent activity, or use the Service in a way that could harm us or third parties. Upon termination, your data will be retained for 30 days then deleted, consistent with our Privacy Policy.

11. Governing Law

These Terms are governed by the laws of Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Australia.

12. Changes to These Terms

We may update these Terms at any time. We will notify you by email and in-app notice at least 14 days before material changes take effect. Continued use after that date constitutes acceptance of the revised Terms.

13. Contact

Questions about these Terms: hello@smilebackai.com