Terms of Service

These terms apply when a clinic, hospital, laboratory, pharmacy or other health business (“you”) uses Miadi (“we”, “us”). By creating an account you agree to them, to our Refund and cancellation policy and to how we handle data as described in our Privacy notice. Contact: hello@miadi.care.

1. The service

Miadi is a WhatsApp front desk. It answers your patients and customers using the hours, services, prices and answers you enter, books and changes appointments in your shared calendar, sends reminders, and hands chats to your team. Your staff can read every chat and take over at any time.

2. What the assistant does not do

• It never diagnoses, prescribes or gives medical, dental or pharmaceutical advice. When a patient describes a health problem, it asks a few short questions, checks for danger signs, and sends your team a summary. Judging it is your clinicians' job.
• It is not an emergency service. When a patient describes an emergency, it tells them to get urgent help and marks the chat urgent for your team, but you must not rely on it to respond to emergencies.
• It does not confirm stock or prescriptions; those questions go to your pharmacist or staff.
• It uses artificial intelligence and can make mistakes. It is a tool for your front desk, not a replacement for your staff's supervision.

3. Your responsibilities

• Only sign up a business you are allowed to act for, keep your logins safe, and tell us if you think someone else has used them.
• Keep your hours, services, prices and answers accurate and up to date. The assistant repeats what you enter.
• Check your Inbox regularly and reply to chats handed to your team.
• Have a lawful basis to use your patients' information, tell them you use an assistant, and follow WhatsApp's (Meta's) rules for business messaging.
• Do not use Miadi to send spam or marketing to people who have not messaged you first, or for anything unlawful.

4. Free trial

Your first 7 days are free, with no payment needed to start. When the trial ends, choose a plan to keep the assistant answering.

5. Plans, prices and payment

• Prices are shown on our website: in Kenyan shillings (KES) for businesses in Kenya, and in US dollars (USD) elsewhere. Prices include any taxes we are required to charge, unless we say otherwise.
• You pay in advance for 1, 3 or 12 months (12 months cost the price of 10) by M-Pesa or card through our payment provider, Paystack.
• Nothing is charged automatically. We email you before your paid time ends, and you pay when you choose. Paying early adds the new time after the time you already have.
• Each plan includes a monthly allowance of patient conversations and reminders (and queue check-ins on plans with the queue). You can buy top-ups for the current month. If you go beyond your allowance and top-ups, the extra is priced at the rates on our website, and we will tell you before asking you to pay it.
• We may change our prices. We will email you at least 30 days before a change, and it never changes the price of time you have already paid for.

6. Refunds and cancelling

Payments for plans and top-ups are not refundable. You can cancel at any time in Billing, and your assistant keeps working until the end of the time you paid for. The details, including the mistakes we always put right, are in our Refund and cancellation policy.

7. When payment stops

If your trial or paid time ends and you have not paid, your assistant keeps working normally for 7 more days. It then pauses: patients who write get a short message asking them to call you, and their chats wait in your Inbox. Paying switches it back on straight away.

8. Your data

You decide how your patients' information is used and are responsible for it (the data controller). We handle it only to provide the service for you (as your data processor), as described in our Privacy notice. Owners can export or delete a patient's information from the dashboard. When you leave, we delete your data or return it to you on request.

9. Services we rely on

Miadi depends on other providers, including WhatsApp (Meta), Twilio, our AI provider, our hosting and database providers, our email provider and Paystack. We choose them carefully, but their outages or rule changes can affect the service, and we cannot promise the service will always be available or error-free.

10. Suspending or closing an account

We may suspend or close an account that breaks these terms, is used for spam or anything unlawful, or puts patients or other customers at risk. Where we reasonably can, we will tell you first and give you a chance to fix the problem. You can stop using Miadi at any time.

11. Liability

We provide the service with reasonable care and skill. To the extent the law allows, we are not responsible for clinical decisions, for losses caused by information you entered, by providers we rely on, or by events outside our control, or for indirect losses such as lost profits. Our total responsibility to you is limited to the amount you paid us in the 3 months before the problem. Nothing in these terms limits any liability that cannot be limited by law.

12. Changes to these terms

We may update these terms as the service changes. For important changes we will email account owners at least 14 days before they apply. If you keep using Miadi after that, the new terms apply.

13. Law and disputes

These terms are governed by the laws of Kenya. If something goes wrong, please write to us first at hello@miadi.care and we will try to resolve it with you. If we cannot, the courts of Kenya will decide.