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Pilot Order Form and Pilot Terms

Last updated: 17 October 2026, version 1.0

Online order form, accepted by checkbox at checkout.

Provider: Andrés Martínez Gómez, trading as Frontdesk Agents, Avda. de la Fama, 19, 30008 Murcia, Spain; hello@frontdeskagentshq.com ("Provider"). Clinic: details entered at checkout: legal name, address, contact email, country and time zone ("Clinic").

Part A: Order (completed at checkout)

Acceptance checkbox (shown at checkout, unticked by default):

☐ I agree to the Pilot Terms (this order form), the Terms of Service, the Refund Policy and the Data Processing Agreement. I confirm I am authorised to bind the Clinic and that the Clinic is not located in the United States, the United Arab Emirates or Canada. I understand that after the 30-day pilot the service renews automatically every month at the plan price selected above until cancelled, and that I can cancel during the pilot at no further charge.

Each document is linked at the checkbox: Pilot Terms, Terms of Service, Refund Policy, Data Processing Agreement. Ticking the box and completing payment ("Acceptance") forms a binding agreement; no handwritten signature is required. References in any document to "signing" mean Acceptance.

Part B: Pilot Terms

1. Service. Provider deploys an AI front-desk agent on the selected channels that answers FAQs and books appointments in the selected booking system. Administrative use only; no medical advice or emergency triage.
2. Pilot term. 30 consecutive days. The 30-day pilot starts on the Go-Live Date: the day the agent starts handling real patient conversations for the Clinic. If go-live is delayed by the Clinic (for example, intake, access or approvals not provided), the pilot starts on day 15 after payment instead. Delays caused by us (or our vendors) extend that 14-day period day for day. If we can't go live within 30 days after payment for reasons not caused by the Clinic, the Clinic may cancel for a full refund of the pilot fee. The first monthly renewal charge falls on day 31. - If the pilot starts on day 15 because of a Clinic delay, the guarantee conditions on downtime and conversations are measured over the days on which the agent is actually live, and the pro-rata target applies to the conversations actually routed. - Day boundaries and deadlines use the Clinic's time zone given at checkout. Provider confirms the pilot start date by email.
3. Fee. USD 500, paid at checkout, plus applicable taxes.
4. Guarantee (pilot fee only). If the agent books fewer than 5 appointments during the pilot, Provider refunds the full USD 500, provided the Clinic: a. provides access and clinic information (intake form) within 3 business days of Acceptance; b. keeps the agent live for the full pilot (no more than 48 cumulative hours disabled or bypassed); c. routes at least 50 inbound conversations to the agent during the pilot (if fewer, the target is reduced pro rata, rounded down); d. keeps real availability in the calendar; e. answers Provider's setup requests within 2 business days; f. has paid and is not in breach; and g. claims in writing within 14 days after the pilot ends.

Counting rules ("Booked Appointment", including that at most one reschedule per patient counts, and "Inbound Conversation") follow the Refund Policy §2; only channels offered in the Clinic's country count. Refunds are paid within 10 business days, including any tax charged on the pilot fee; Provider bears payment processing fees. 5. Auto-renewal and plans. a. Pilot cancellation: the Clinic may cancel any time during the pilot by email to hello@frontdeskagentshq.com received before 23:59 on day 30 in the Clinic's time zone. The service ends at the end of the pilot and no renewal fee is charged. The 30-day notice in (d) doesn't apply to the pilot. b. Otherwise, from day 31 the service renews automatically every month on the selected plan, billed in advance to the payment method on file. c. Reminder: Provider emails a renewal reminder at least 7 days before the pilot ends, with the renewal date, price and how to cancel. d. After the pilot: cancel with 30 days' written notice. The service ends at the end of the billing period in which the notice period expires. Any renewal charge falling inside the notice period is due in full (no proration). Fees already paid are not refunded. e. The guarantee covers only the USD 500 pilot fee, never renewal months. f. Plans (per location, per calendar month; prices exclude applicable taxes):

Pilot (USD 500): Upgrade features for one location, subject to fair use. Usage fees (Meta/WhatsApp, voice minutes, phone number) are included up to the plan's included amounts. Additional locations and usage beyond fair use are available only by separate written agreement. Fair use: a conversation is one patient thread within 24 hours on one channel; a voice minute is connected AI talk time. The plans cover inbound and transactional messages only; marketing broadcasts are quoted separately. Spam doesn't count. Provider may throttle abnormal spikes (more than 3 times the daily average) after contacting the Clinic.

g. Plan changes: the Clinic may change its continuation plan before the pilot ends, until 23:59 on day 28 (Clinic time zone). After the pilot, upgrades take effect immediately and are prorated for the rest of the billing period. Downgrades take effect from the next billing period, with no proration, and must be requested before the renewal date; they don't need the 30-day cancellation notice. 6. Clinic duties. Give patients the required notices (AI assistant, call recording where used), obtain WhatsApp opt-ins, and review bookings. 7. Incorporated documents. The Terms of Service, Refund Policy and Data Processing Agreement, in the versions linked at Acceptance, are incorporated by reference. These Pilot Terms prevail for the pilot if documents conflict; the DPA prevails on data protection. 8. Electronic form. The DPA is concluded in electronic form, as permitted by GDPR Art. 28(9) ("in writing, including in electronic form"). 9. Acceptance records. Provider keeps, for the term plus 6 years: Clinic name, the email/user who accepted, timestamp (UTC), IP address, user agent, checkout session/customer ID, the versions (and copies) of each document accepted, and the checkbox text shown. A confirmation email with links to the accepted versions is sent to the Clinic. 10. Eligibility. The Service is not available, for now, to clinics located in the United States, the United Arab Emirates or Canada. If Provider determines after checkout that the Clinic is ineligible, Provider will cancel the agreement and subscription before go-live and refund all amounts paid in full (including tax). No patient data may be shared with Provider before eligibility is confirmed. 11. Price changes. Provider may change plan prices by email to the Clinic's billing contact at least 30 days before the renewal on which the change takes effect. The Clinic may cancel with effect from that renewal, without the 30-day notice period, by notifying Provider before it. 12. Governing law, jurisdiction and disputes. These Pilot Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Before starting court proceedings, a party must give the other written notice of the dispute, and both must try in good faith to resolve it by negotiation for 30 days from that notice. This doesn't prevent either party from seeking urgent injunctive or other interim relief at any time. Mandatory local laws that cannot be excluded still apply. The Standard Contractual Clauses, where they apply via the DPA, are governed as stated in the DPA.

Optional countersignature (for clinics that request a signed copy): Provider ________ Clinic ________ Date ____

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