Terms of Service
Last updated 2026-09-23 · Version 2026-09-23
1. Who we are
ChatRx is provided by YL Digital Ltd, a company registered in England and Wales (company number 16307552), registered office Apartment 4 Farrer Estate, Binnegar, Wareham, Dorset, BH20 6AT ("we", "us"). Contact: help@travelrx.co.uk. These terms apply between us and the clinic, pharmacy or business that signs up ("you").
2. The service
ChatRx is software that you add to your website. It shows service-specific chat pop-ups, answers patient questions with an AI assistant using information you provide, moves consenting patients onto WhatsApp, and sends them booking links and messages on your behalf. It includes a dashboard and analytics ("the Service").
3. Not clinical advice
The Service is a booking and enquiry assistant. It is not a clinician and does not give medical advice, diagnose or prescribe. It is designed to pass clinical questions to your team rather than answer them. You remain fully responsible for all clinical decisions, patient care and the accuracy of the information you give us (services, prices, opening hours, clinician names, booking links). You must review the assistant's settings and knowledge base before switching it on and keep them up to date.
4. Your responsibilities
You must:
- (a) hold every registration, licence and insurance your services require (for example GPhC, CQC or HIS registration);
- (b) make sure your website and privacy notice tell patients that you use ChatRx, and have a lawful basis for the data you ask it to collect;
- (c) only message patients on WhatsApp who have opted in, and respect every opt-out (the Service records opt-outs automatically, but you must not re-add opted-out patients);
- (d) comply with WhatsApp's Business and Commerce Policies, the UK advertising rules for medicines (including the ban on advertising prescription-only medicines to the public), the CAP Code and PECR;
- (e) keep your login details secure and tell us promptly about any unauthorised use.
5. WhatsApp numbers
Where we set up a WhatsApp Business number or sender for you, it is registered through our messaging provider (Twilio) under Meta's rules. Your business name and display name must match your real business. Meta may reject, restrict or suspend numbers or templates, and we can't guarantee approval or delivery.
6. Fees
- (a) There is no subscription. You pay per message: 19p (plus VAT) for each outbound message the Service sends to a patient, whether on your website chat or on WhatsApp, including AI replies, template messages and follow-ups. Inbound patient messages are free.
- (b) Your first 50 messages are free. After that we invoice monthly in arrears, and payment is due within 14 days.
- (c) We may change prices by giving you at least 30 days' notice by email. The change doesn't apply to messages sent before it takes effect.
- (d) We may pause the Service if an invoice is more than 14 days overdue.
7. Acceptable use
You must not use the Service to send spam or unsolicited marketing, to make misleading health claims, to promote prescription-only medicines to the public, to collect data you don't need, or in any unlawful way. We may suspend the Service immediately if we reasonably believe it is being used in breach of this clause or of Meta's policies.
8. Data protection
For patient data processed through the Service, you are the controller and we are your processor. Our Data Processing Agreement (at /dpa) forms part of these terms and applies automatically. For your own account details, we are the controller, as described in our Privacy Notice (at /privacy).
9. Intellectual property
- We own the Service and all related software and content.
- You own your content (branding, service information, prices) and give us a licence to use it to provide the Service.
- Anonymised, aggregated usage data (for example demand trends that identify no patient or clinic) may be used by us to improve the Service.
10. Availability
We aim to keep the Service running, but it relies on third parties (hosting, AI providers, Twilio, Meta). We don't guarantee it will be uninterrupted or error-free. We may change or improve features, and will tell you in advance about any change that materially reduces what you get.
11. Liability
- Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that can't be limited by law.
- Otherwise, neither party is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill.
- Our total liability in any 12-month period is limited to the fees you paid us in that period, or £500 if that is higher.
- You are responsible for the clinical advice and services you provide to patients.
12. Term and ending
- These terms start when you sign up and continue until either of us ends them.
- You can stop at any time by removing the widget and emailing help@travelrx.co.uk.
- We can end them on 30 days' notice, or immediately if you materially breach them.
- When they end, we stop sending messages, you pay for messages already sent, and patient data is handled as set out in the DPA.
13. Other ClinicRx services
We may tell you about our other services (websites, Google Ads, Meta ads). They are optional and covered by separate agreements.
14. General
- These terms, the DPA and the Privacy Notice are the whole agreement between us about the Service.
- We may update these terms by giving you at least 30 days' notice by email. Continued use after that means you accept the changes.
- Neither party may transfer the agreement without the other's consent, except to a group company or a buyer of the business.
- These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.