Terms of Service

1. Acceptance of Terms

By accessing or using Sera AI's platform, services, or website (collectively, the "Service"), you ("Client") agree to these Terms of Service ("Terms"). If you do not agree, do not use the Service. These Terms form a binding agreement between you and Sera AI ("Sera," "we," "us"). If you are entering this agreement on behalf of a healthcare practice, business, or other entity, you represent that you have authority to bind that entity to these Terms.

2. Description of Service

Sera AI is an AI-powered call coverage platform for healthcare practices and other appointment-driven businesses. The Service answers inbound phone calls, conducts intake conversations, books appointments where configured, and delivers structured summaries to authorized practice staff. The Service is provided as a subscription. Specific features available depend on your plan tier as published at joinsera.us/pricing.

3. Healthcare Provider Responsibilities

If you are a healthcare practice or provider, you remain solely responsible for the practice of medicine and the licensure of your providers. Specifically:

• You must maintain all valid healthcare licenses, registrations, and credentials required by your jurisdiction.
• You must supervise all clinical decisions. Sera does not provide medical advice, diagnosis, or treatment.
• You agree not to use Sera as a medical device, clinical decision support tool, or substitute for licensed medical judgment.
• You are responsible for staff training on call review procedures and follow-up workflows.

4. HIPAA & Business Associate Agreement

If your use of the Service involves Protected Health Information ("PHI") as defined under HIPAA, a Business Associate Agreement ("BAA") must be executed between Sera and your practice before any PHI is transmitted, processed, or stored on our infrastructure. To request a BAA, email privacy@joinsera.us. The BAA, once executed, supplements these Terms and governs PHI handling. In the event of conflict between the BAA and these Terms with respect to PHI, the BAA controls.

5. Permitted Use

You may use the Service only for lawful business purposes consistent with these Terms. You agree not to:

• Reverse engineer, decompile, or attempt to derive source code from the Service.
• Resell, sublicense, or redistribute the Service to third parties without our written consent.
• Use the Service for any healthcare operation conducted without proper licensure.
• Upload malicious code, attempt to disrupt the Service, or circumvent access controls.
• Use the Service to make outbound calls in violation of TCPA, telemarketing, or anti-spam laws.

6. Payment & Billing

The Service is offered as a monthly or annual subscription billed in advance. Subscription fees are non-refundable except as expressly stated below.

• 30-day money-back guarantee: First-time monthly subscribers may request a full refund within 30 days of the initial payment for any reason by emailing billing@joinsera.us.
• After 30 days: No refunds are issued for monthly subscriptions. Cancellation stops future billing but does not refund the current month.
• Annual plans: Annual subscriptions are non-refundable. Cancellation stops auto-renewal at the next term.
• Late payments: Accounts more than 15 days past due may be suspended. Reinstatement requires payment of outstanding balance.

7. Data Ownership

You retain all ownership rights to your patient data, call recordings, transcripts, and intake summaries created through the Service ("Client Data"). You grant Sera a limited, non-exclusive license to process Client Data solely to provide and improve the Service. Sera owns the underlying platform, software, models, and trademarks. Any de-identified or aggregated data derived from Client Data may be used by Sera to improve the Service, consistent with the BAA and applicable privacy law.

8. Uptime & SLA

Sera targets a monthly uptime of 99.5% for the call-coverage Service, measured monthly and excluding scheduled maintenance, force majeure events, and downstream telecom outages outside our control. If monthly uptime falls below the target, you may request service credits as a percentage of the affected month's fees, capped at one month of fees. Service credits are issued at our discretion and applied to future invoices. Service credits are your sole remedy for missed uptime targets. Scheduled maintenance windows are announced in advance and do not count toward downtime.

9. Limitation of Liability

To the maximum extent permitted by law, Sera is not liable for any clinical decisions made by you or your staff in reliance on Service output. The Service is a coverage and intake platform, not a clinical instrument. Sera's aggregate liability under these Terms, for any cause whatsoever, is capped at the total fees paid by Client to Sera during the three (3) months preceding the event giving rise to the claim. In no event is Sera liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, even if advised of the possibility.

10. Termination

Either party may terminate these Terms with thirty (30) days written notice. Either party may terminate immediately for material breach if the breach is not cured within fifteen (15) days of written notice. Upon termination:

• Sera will provide Client a data export of Client Data, available for thirty (30) days post-termination.
• After thirty (30) days, Client Data is deleted in accordance with our Privacy Policy and applicable law.
• Outstanding fees through the effective termination date remain due and payable.

11. Governing Law

These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles. Any dispute arising out of or relating to these Terms will be brought exclusively in the state or federal courts located in New York County, New York, and the parties consent to that jurisdiction.

12. Contact

Questions about these Terms or contract matters:

Email: legal@joinsera.us
Mail: Sera AI, Legal Department, New York, NY
Phone: (347) 653-1170