SmileDesk Terms of Service

A practice with a SmileDesk account is covered by the Service Agreement and the Business Associate Agreement it accepted when it created the account. Those replace these terms for that practice, and where anything below differs from them, they control.

1. What SmileDesk is

SmileDesk is a virtual receptionist for dental practices. It answers calls and texts, triages concerns using a dentist-approved protocol, explains in plain words, books and reminds, can check insurance eligibility where that add-on is turned on, and reaches out to patients who are due. It is an administrative tool. It does not diagnose, prescribe, or treat, and it is not a substitute for a dentist or for emergency services. The practice remains responsible for the care of its patients.

2. Your account

You must be authorized to act for the practice you sign up. Keep your password private; you are responsible for what happens under your login. Tell us right away if you think it has been compromised.

3. Your first charge, plans, and billing

• There is no free trial. A card is required to create the account and the first month, or the first year on a yearly plan, is charged when the card goes on file; the plan renews on that same day of each month or year. Cancel from your Billing page within 30 days of the first charge and that first charge is refunded in full.
• Plans are billed monthly or yearly through our payment processor, in advance. Yearly plans cost ten months. Prices are shown on the pricing page and in your Billing tab, and include the features and the monthly allowance listed there; use beyond the allowance is billed at the rates on the pricing page, on the following month's invoice.
• You can cancel any time from the billing portal. Cancellation stops the next charge; we do not refund the current period except where the law requires it.
• If a payment fails we keep the assistant running for a short grace period while the card is retried, then pause it.
• We may change prices with 30 days' notice by email; the change applies from your next renewal.

4. Your responsibilities

• Keep the practice facts you give the assistant accurate: hours, insurance, policies, and anything it may repeat to patients.
• Review the inbox. Handed-off conversations, emergencies, and high-value leads are flagged for a human; SmileDesk does not replace that person.
• Obtain any consent your state requires for patient texting and for recording calls, and give us the after-hours emergency number of a dentist who will actually respond if you turn paging on.
• Use SmileDesk only for a dental practice you operate, and only within the law, including HIPAA, TCPA, and carrier messaging rules.

5. Patient information and HIPAA

Patient information belongs to the practice. We process it only to provide the service, under our HIPAA commitments and the Business Associate Agreement every practice accepts when it creates its account, which forms part of these terms.

6. Availability and support

We aim for the assistant to answer every message, and it is built to fall back to a human handoff rather than go silent. Still, phone carriers, model providers, and the internet can fail. We do not promise uninterrupted service, and we will tell you promptly when something is wrong. Support is by email, with the priority support and setup help the pricing page describes on the Complete plan.

6b. Text messages to patients

For (530) 430-3676, SmileDesk's demo line, the sender of every message is SmileDesk LLC, registered with carriers as SmileDesk LLC; its texts are signed SmileDesk Dental, SmileDesk's made-up demo office, and go only to a caller who books, moves or cancels a demo visit and says yes when asked whether they would like the details by text; these terms are SmileDesk LLC's terms for that texting program. Its texts are only about the visits a caller books, moves or cancels on that call: first a confirmation of the opt-in, then the visit's details. Message frequency varies. Message and data rates may apply. Reply STOP to opt out and HELP for help; support is at smiledesk.co/contact. Practices use SmileDesk to text their own patients: a text back when a call is missed and the caller asks for one by pressing 1, replies to patients who text the office, appointment confirmations and reminders for patients with a booked visit who have not replied STOP, and, when the practice turns outreach on, a note to patients already in its records when a checkup is due, a visit was missed, or recommended treatment is unscheduled. Patients hear from the office about their own care, conversation, and appointments, so message frequency varies. Message and data rates may apply. A patient can reply STOP at any time to end messages from a practice and HELP for help; opt-outs are honored immediately. Carriers are not liable for delayed or undelivered messages. Mobile phone numbers and texting consent are never shared with third parties or affiliates for marketing or promotional purposes. The notice, the form, and the words patients hear are shown on the texting consent page. Questions go to our contact page.

7. What we own and what you own

We own SmileDesk: the software, the prompts, the playbooks, and the brand. You own your practice data and your patients' data, and you can export it. You give us permission to use your data to run the service for you and to improve safety and quality in aggregate, never to market to your patients.

8. Limits on liability

To the extent the law allows, SmileDesk is provided as is. We are not liable for indirect or consequential losses, and our total liability for any claim is limited to the fees you paid us in the three months before the claim, the same limit the Service Agreement sets. Nothing here limits liability that cannot be limited by law.

9. Ending the agreement

You can close your account any time. We can suspend or end an account that breaks these terms, that is being used to harm patients, or that has not paid. On ending, your data stays available for export for 30 days and is deleted inside those same 30 days, which is the deadline the Service Agreement and the Business Associate Agreement both give.

10. The rest

These terms are governed by the laws of the state in which SmileDesk is organized, without regard to conflict-of-law rules. If a part is unenforceable the rest stands. We may update these terms; material changes are emailed 30 days ahead. Questions: contact us.