Terms of Service
Last updated: 13 June 2026
These terms govern your clinic's use of Laneway Reception. By subscribing to or using the service, you agree to them. Please read them alongside our Privacy Policy.
Contents
1. The service
Laneway Reception is an AI phone receptionist for healthcare clinics. It answers calls to a dedicated phone number, and can check availability and make, change or cancel appointments in your Cliniko account. It also provides a dashboard with call history, recordings, transcripts and statistics, and optional outbound SMS features.
2. Accounts
You're responsible for keeping your dashboard login secure and for activity under your account. Tell us promptly if you suspect unauthorised access. You must provide accurate information and a valid Cliniko API key so the service can function.
3. Subscriptions & billing
- Laneway is billed as a monthly subscription through Stripe. Your first charge is taken when you subscribe, and it renews automatically each month until cancelled.
- Each plan includes a monthly allowance of answered calls. Calls beyond your plan's included allowance may be charged at the per-call overage rate shown on our pricing page.
- Prices are in Australian dollars. We may add GST where applicable.
- We may change pricing with reasonable notice; changes won't affect the period you've already paid for.
4. Cancellation
You can cancel any time from your dashboard's billing portal. When you cancel:
- Your service continues until the end of the period you've already paid for — you keep what you paid for, nothing less.
- At the end of that period, the AI phone line stops answering.
- We keep your data for 30 days afterwards so you can resubscribe and pick up exactly where you left off. After 30 days, your data is permanently deleted and your phone number is released.
Subscription fees already paid are not refundable except where required by the Australian Consumer Law.
5. Your responsibilities as a clinic
- Ensure you're allowed to record calls and that patients are informed, as required by law.
- Keep your Cliniko key valid and your practitioner, appointment-type and availability settings correct — the AI books based on what's in your Cliniko.
- Review bookings and call summaries. The service is a tool to assist your front desk, not a replacement for your clinical or administrative judgement.
- Use the service only for your own clinic and its patients.
6. Patient data
When the service handles a patient call, it does so on your behalf. You remain the custodian of your patients' information and are responsible for having any consents and notices your patients are entitled to. We process that information only to provide the service to you, as described in our Privacy Policy.
7. The nature of AI
8. Acceptable use
You agree not to misuse the service, including: using it unlawfully, attempting to break its security or access another clinic's data, reselling it without our agreement, or using it to send messages that breach the Spam Act 2003. We may suspend accounts that put the service or others at risk.
9. Availability
We work hard to keep the service running reliably, but we don't guarantee uninterrupted availability. The service depends on third parties (such as Cliniko, Twilio and our voice platform); outages or changes on their side can affect it. We are not responsible for those third-party services.
10. Liability
Nothing in these terms excludes rights you have under the Australian Consumer Law. Subject to that, the service is provided "as is", and to the extent permitted by law our total liability for any claim relating to the service is limited to the fees you paid us in the three months before the claim. We are not liable for indirect or consequential loss, including lost bookings or revenue.
11. Changes
We may update these terms as the service evolves. If we make a material change we'll take reasonable steps to let you know; continued use after a change means you accept the updated terms.
12. Governing law & contact
These terms are governed by the laws of Victoria, Australia. Questions? Email hello@lanewayreception.com.