Terms of service

These terms are an agreement between Terva Pty Ltd (ABN 29 693 513 898) (“Terva”, “we”, “us”) and the healthcare practice that signs up for Terva (“you”, “the practice”).

Terva is a business service. The person who signs up must be authorised to accept these terms for the practice. Patients and other callers are not parties to these terms.

Our privacy policy explains how we handle personal information and forms part of these terms.

Terva answers calls to your practice using an AI receptionist. Depending on your plan and settings, it can:

• answer routine questions using the information you approve;
• take messages and callback requests for your team;
• transfer calls to your practice where you have set that up; and
• give your team a written record of each call in the dashboard or by email.

Terva only does what your settings allow, and passes requests to your team to act on.

Give us accurate details when you sign up and keep them current. You are responsible for the people you give access to your account and for what they do in it. Tell us straight away if you think someone has accessed your account without permission.

Free plan. The free plan has no charge and needs no card. It includes 30 minutes of patient calls a month, counted from the day your Terva number goes live. Test calls from your browser are unlimited and don’t use these minutes. The minutes reset when your next monthly period starts. We will give you at least 30 days’ notice before reducing the free plan.

Paid plan. The paid plan costs A$200 a month, including 100 minutes of calls answered by Terva in each monthly billing period. Included minutes that you do not use do not carry over.

Extra minutes. Extra minutes are 80c each. There is no monthly limit on extra minutes; they are added to that billing period’s invoice.

How minutes are counted. We count the time Terva is connected to each call, in seconds. At the end of each billing period, the extra time is added up and rounded up to the next whole minute.

Billing. We bill the monthly fee in advance and extra minutes at the end of each billing period. Payments are processed by Stripe. You authorise us to charge your nominated payment method. We will give you an invoice for each payment. Prices are in Australian dollars.

Failed payments. If a payment fails, you have 3 days to fix it in the billing portal. During those 3 days Terva answers up to 10 more minutes of calls.

Price changes. We will give you at least 30 days’ notice before changing the price of your plan. The new price applies from your next billing period after the notice ends.

When minutes run out. When the free plan’s minutes are used up, or a failed payment isn’t fixed in time, Terva stops answering with AI. Callers can still leave a callback request using their phone keypad, and your team gets the request. Terva answers again when your next monthly period starts or the payment is made.

You can cancel your paid plan at any time in the Stripe billing portal, which you open from your dashboard. Cancellation takes effect at the end of your current billing period. You keep the paid plan until then, and we will not charge you again after that, apart from extra minutes used before the end of the period.

We do not refund part-periods, except where the law requires it.

You are responsible for:

• The information you approve. Terva answers callers using the practice information, answers and settings you approve. Check it is accurate and keep it up to date.
• Acting on requests. Messages, callback requests and urgent calls need your team to follow them up. Check the dashboard and your notification emails.
• Telling callers. Callers must be told at the start of the call that they are speaking with an AI receptionist, and be able to ask for your staff instead.
• Your legal obligations. Meeting the laws that apply to your practice, including privacy, health-records and telecommunications laws, and giving patients your own privacy notice.
• Your connected systems. Having authority to connect any system or phone line you connect to Terva.

Terva provides administrative support only. It is not a health practitioner. It does not diagnose, triage clinically, give clinical advice or decide anyone’s care.

Terva is not an emergency service. It tells callers to hang up and call 000 in an emergency. Clinical decisions stay with your practice and its practitioners.

You must not use Terva to:

• break the law or anyone’s rights;
• make unsolicited marketing calls or messages;
• mislead callers about who they are speaking with;
• interfere with, overload or try to get around the security of the service; or
• copy, resell or reverse engineer the service.

Your practice keeps its own phone number. We give you a Terva number to forward calls to. The Terva number is supplied through our telephone provider, stays with us and cannot be transferred to you.

If your account ends, we may release the Terva number 30 days later. Turn off call forwarding to it before then.

Your practice information, call records and patient information remain yours. You let us use them only to provide, support, secure and improve the service for you, as set out in our privacy policy.

We do not sell patient information or use identifiable patient information or call content to train our own AI models. We may use aggregated or de-identified information about how the service performs.

Our privacy policy explains who processes personal information for us and how long we keep call records. When your account ends, you can ask us to export or delete your data, subject to legal and backup requirements.

Terva uses AI, which can mishear callers or make mistakes. Summaries and messages may be incomplete or wrong. Check important details with the patient before relying on them.

We work to keep Terva available, but we cannot promise it will be uninterrupted or free of errors. Calls may not be answered during outages, maintenance or problems with telephone networks. Keep another way for patients to reach you.

We may change or improve the service. If a change materially reduces what your paid plan includes, we will tell you in advance.

We own Terva and everything we make to provide it. These terms give you a right to use the service while your account is active; they do not transfer ownership. If you send us feedback, we may use it without owing you anything.

Some rights under the Australian Consumer Law cannot be excluded. Nothing in these terms excludes them. Where the law allows us to limit our liability for a failure to meet a consumer guarantee, our liability is limited to supplying the service again or paying the cost of having it supplied again.

To the extent the law allows:

• we are not liable for indirect or consequential loss, including lost revenue or lost appointments; and
• our total liability under these terms is limited to the fees you paid us in the 12 months before the claim.

We are not responsible for loss caused by information you approved, requests your team did not follow up, or systems you connected.

We may suspend your account if you do not pay, break these terms, or if continuing would put callers, patients or the service at risk. We will tell you why and, where we can, give you a chance to fix the problem first.

We may end these terms by giving you 30 days’ notice. If we do, we will refund any fees you have paid for the period after your account ends.

We may update these terms. The version is shown at the top of this page. We will tell you about material changes by email or in your dashboard at least 30 days before they take effect. If you keep using Terva after that, the new version applies. If you do not agree, you can cancel before then.

These terms are governed by the laws of Victoria, Australia. These terms and our privacy policy are the whole agreement between us about Terva, unless we have signed a separate written agreement with your practice. If part of these terms cannot be enforced, the rest still applies.

Questions about these terms can go to: