Skip to content

Velvet Lead terms of service

Last updated

These terms apply to two things: your use of the Velvet Lead marketing website, and the service we provide to clinics. In these terms, "Velvet Lead", "we" and "us" means Velvet Lead. "You" means a visitor to our website or a clinic that uses our service, including its owners and staff.

A clinic's signed order, proposal or agreement with us may add to these terms. If it conflicts with these terms, the signed document applies.

Using our website

You may use our website to learn about Velvet Lead, request a demo, contact us and read our guides and articles.

Please don't misuse the website. That includes trying to break its security, sending spam or false information through our forms, or copying our content for commercial use without permission.

Guides, articles and checklists on our website are general information. They are not legal, medical or business advice for your clinic.

The service

What we provide

Velvet Lead builds and launches patient-booking websites for clinics. The service can include:

  • a multi-page website on the clinic's own domain, with treatment pages, a before-and-after gallery, reviews, FAQs and promotions
  • online booking that shows free times based on the clinic's opening hours, practitioner schedules and booking rules
  • an AI assistant that answers patient questions from the clinic's own information and checks availability, without booking on its own or giving medical advice
  • a lead inbox that tracks where enquiries come from
  • booking emails, and WhatsApp messages for patients who opt in
  • an admin panel with bookings, leads, treatments, team schedules, website content, chatbot settings, reports and team access
  • setup, launch and team training
  • deployment to the clinic's own hosting accounts, and support as described in you pay once, we build and deploy your site to your own hosting accounts, and you own it from there. Setup, launch and team training are included, along with 30 days of support after launch for anything that isn't working as built. Changes and new features after that are quoted separately

Our launch timeline is about one week from receiving your clinic details, and it depends on receiving the clinic's information on time.

What the service does not include

To avoid misunderstanding, the service does not currently include:

  • online payments or deposits
  • SMS messages
  • a two-way WhatsApp chatbot or booking inside WhatsApp
  • languages other than English
  • more than one location per website
  • group classes, or scheduling of rooms or machines
  • electronic medical records, clinical notes, prescriptions, insurance billing or telehealth
  • hosting, database, domain and WhatsApp fees, which the clinic pays directly to those providers video

The service is built for appointment booking and enquiries, not clinical records. If your practice needs a HIPAA Business Associate Agreement, talk to us before you sign up.

We may improve or change features over time. If we plan a change that affects how a clinic uses the service, we aim to tell the clinic in advance.

No guaranteed results

We build the service to help clinics turn website visitors into bookings, but we cannot promise any particular number of enquiries, bookings, patients, revenue or fewer no-shows. Results depend on many things outside our control, including your treatments, prices, marketing, reviews and how quickly your team responds.

The AI assistant answers from the information you give it. It can make mistakes, and you should review its knowledge and its logged unanswered questions regularly.

Clinic responsibilities

Your content

You are responsible for the information on your website and in your AI assistant's knowledge. That includes treatment descriptions, prices, downtime, aftercare, suitability, minimum ages, practitioner titles, offers and FAQs.

Medical and treatment content must be accurate, lawful and appropriate for your country and profession. We load and format what you send us, but we do not check it for medical accuracy.

  • You must have each patient's consent before using their before-and-after photos, and keep records of that consent.
  • You must only publish real reviews and testimonials.
  • You must have the right to use any logos, photos and documents you send us.

Your website includes a privacy policy, terms and a medical disclaimer, started from a template and filled in with your details. These templates are a starting point, not legal advice. You are responsible for having them reviewed and for keeping them accurate.

Patient data and messages

Your clinic is responsible for how it uses patient data and for having a lawful basis to do so. We process patient data on your behalf and act on your instructions, as described in our privacy policy.

You are responsible for your WhatsApp Business account and for following Meta's rules. You must only send marketing to patients who gave marketing consent.

Your team

You control who has access to your admin panel. Invite staff with the right role (admin, manager or staff), keep login details private, and remove access when someone leaves.

Your domain and your data

Your clinic owns its domain and its data. You give us permission to use your content and data only to provide the service to you.

We own the Velvet Lead software, design system and templates. You receive the right to use them as part of the service while your agreement with us is active.

Fees and payment

Fees and what each plan includes are set out on our pricing page and in your agreement with us. Plans are a one-time fee. Support terms are you pay once, we build and deploy your site to your own hosting accounts, and you own it from there. Setup, launch and team training are included, along with 30 days of support after launch for anything that isn't working as built. Changes and new features after that are quoted separately.

Some costs are separate from our fees:

  • WhatsApp conversation fees charged by Meta, under its rules for your country
  • domain name registration, if you don't already own a domain
  • AI assistant usage above {{AI_LIMIT}}, if your plan has a usage limit

Payment terms, taxes and refunds are set out in your signed agreement with us.

Ending the service

A clinic may stop using the service as set out in its agreement with us. We may suspend or end the service if a clinic doesn't pay, breaks these terms, or uses the service unlawfully.

When the service ends, we will work with the clinic on its domain and data as agreed, which may include returning or deleting the data.

Availability and support

We aim to keep the service running and fix problems quickly. Automatic error alerts come to our team. Planned maintenance, provider outages and events outside our control may still cause interruptions.

Limitation of liability

To the extent the law allows, we are not liable for indirect or consequential losses, such as lost profits or lost bookings. Our total liability to a clinic is limited to the amount that clinic has paid us, as set out in its signed agreement with us. Nothing in these terms limits liability that cannot be limited by law.

Governing law

The law that governs these terms, and where disputes are handled, are set out in each clinic's signed agreement with us.

Changes to these terms

We may update these terms. The date at the top shows when they last changed. For significant changes, we will tell clinics before the changes apply to them.

Contact us

Questions about these terms can go to velvetleads@gmail.com or {{ADDRESS}}.

Book a demo