Effective Date: March 2026 | Hi Human Ltd, registered in England & Wales

1. Introduction

These Terms of Service (“Terms”) govern your use of the Hi Human platform and related services provided by Hi Human Ltd (“Hi Human”, “we”, “us”, “our”). By using our services, you agree to these Terms.

2. Service Description

Hi Human provides an AI-powered patient communication platform for healthcare practices. Our AI receptionist, Hannah, handles patient interactions across multiple channels. The Service includes:

AI voice agent (Hannah) for inbound and outbound telephone calls
AI webchat agent embeddable on practice websites
Messaging channel integration (SMS, WhatsApp, Instagram DM, Facebook Messenger, RCS, Telegram)
Admin dashboard for configuration, analytics, and practice management
Patient portal for appointment management and forms
Integration with supported practice management systems (e.g., Dentally, Quicksilver)
NHS backend connectivity via Quicksilver

3. Eligibility

The Service is available to healthcare practices and related organisations in the United Kingdom. You must be authorised to enter into agreements on behalf of your organisation.

4. Account Responsibilities

You are responsible for:

Maintaining the confidentiality of your account credentials
All activity under your account
Ensuring authorised users comply with these Terms
Promptly notifying us of any unauthorised access

5. Acceptable Use

You shall use the Service only for lawful purposes related to healthcare practice administration. You shall not:

Use the Service to provide clinical diagnoses or medical advice
Reverse-engineer, decompile, or extract the source code
Send unsolicited marketing communications (spam)
Share account credentials with unauthorised parties
Introduce malicious code or attempt to access other customers’ data
Resell or sublicence the Service without written consent

6. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection laws including UK GDPR.

The practice is the data controller for patient data
Hi Human is the data processor acting on documented instructions
A Data Processing Agreement (DPA) governs all data processing
All data is hosted in the UK (Google Cloud Platform, London)

For data deletion requests, visit our Data Deletion page.

7. Communication Channels

Hi Human supports the following patient communication channels:

Voice — inbound and outbound telephone calls via AI receptionist Hannah
Webchat — embedded chat widget on practice websites
SMS — text messaging via Bandwidth and Twilio
WhatsApp — via Meta WhatsApp Business API
Instagram DM — via Meta Instagram Messaging API
Facebook Messenger — via Meta Messenger Platform
RCS (Rich Communication Services) — rich messaging via Google RCS Business Messaging
Telegram — via Telegram Bot API

When using messaging channels through Hi Human:

You must comply with each platform’s terms and messaging policies
Patient conversations on Meta platforms are subject to the 24-hour messaging window
Message templates for outbound messages may require platform approval
You must not send unsolicited marketing messages
All message content is encrypted at rest by Hi Human

8. AI and Automated Decision-Making

Hannah, Hi Human’s AI receptionist, handles administrative tasks. Hannah:

Does NOT provide clinical advice, diagnoses, or treatment recommendations
Does NOT make decisions with legal or significant effects
Handles appointment booking, rescheduling, patient enquiries, and routing
Always offers human handover on request

The practice remains responsible for all clinical decisions and patient care.

9. NHS and Healthcare Compliance

For NHS and healthcare deployments, Hi Human:

Maintains DCB0129 clinical safety documentation with a qualified Clinical Safety Officer
Completes the DTAC self-assessment across all five domains
Registers with and completes the NHS DSPT annually
Provides a UK GDPR Article 28 compliant Data Processing Agreement
Supports practices with DCB0160 deployer requirements
Integrates with NHS systems via Quicksilver for backend connectivity

10. Integration Partners

Hi Human works with certified healthcare technology partners:

Deltapath — official unified communications and healthcare infrastructure partner, specialising in UCaaS, contact centre, telehealth, and nurse call systems (partnership agreement and NDA in place)
Harris Health Alliance — official HealthTech innovation and NHS integration partner, specialising in digital maternity, quality management, and bespoke development (partnership agreement and NDA in place)
Quicksilver — NHS backend integration platform
Dentally — practice management system

11. Fees and Payment

Fees are as specified in your subscription agreement or order form
Fees are exclusive of VAT unless stated otherwise
Payment is due within 30 days of invoice
Usage-based charges (call minutes, SMS, messaging) are billed in arrears

12. Intellectual Property

Hi Human retains all intellectual property rights in the Service, including the Hannah AI agent, platform software, and branding. You retain all rights in your own data. We grant you a non-exclusive, non-transferable licence to use the Service for the duration of your subscription.

13. Service Availability

We target 99.5% monthly uptime. Scheduled maintenance windows are communicated with at least 48 hours’ notice. Service credits may apply per the SLA for extended downtime.

14. Limitation of Liability

The Service is an administrative communication tool. Hi Human does not provide clinical advice and accepts no liability for clinical outcomes. Our total liability shall not exceed the fees paid in the preceding 12 months. We are not liable for indirect, consequential, or incidental damages.

15. Termination

Either party may terminate with 30 days’ written notice
Immediate termination for material breach (with 30-day cure period)
Upon termination, data is available for export for 30 days, then securely deleted

16. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction.

17. Changes to These Terms

We may update these Terms with at least 30 days’ written notice for material changes. Continued use after the effective date constitutes acceptance.

18. Contact Us

Department	Email
General Support	[email protected]
Data Protection / Privacy	[email protected]
NHS & Healthcare Compliance	[email protected]
Sales	[email protected]
Partnerships	[email protected]
Press & Media	[email protected]

Website: hihuman.co.uk
Post: Hi Human Ltd, England & Wales

Last Updated: March 2026