Terms of Service

These Terms of Service ("Terms") govern your access to and use of Alma, an AI-powered after-hours answering service operated by Alma, Inc. ("Alma", "we", "us", or "our"). By creating an account or using the Service, you agree to these Terms.

1. The Service

Alma provides an AI voice agent that answers inbound after-hours calls on behalf of healthcare providers, generates structured encounter summaries, and facilitates provider-initiated follow-up calls to patients. The Service is offered via a web dashboard at app.almaoncall.com and a dedicated phone number assigned to each provider account.

2. Not a Medical Provider

Alma is not a medical provider, clinical decision-support tool, or emergency service. The AI agent collects and summarises information from callers — it does not diagnose, treat, prescribe, or give medical advice. All clinical decisions remain solely the responsibility of the licensed healthcare provider using the Service.

Alma instructs callers to contact emergency services (911) in situations that may involve immediate risk to life. Alma does not guarantee that callers will follow this instruction or that calls involving emergencies will be handled in any particular way.

You, as the provider, are responsible for reviewing all encounter summaries and taking appropriate clinical action.

3. Eligibility

You must be a licensed healthcare provider or an authorised representative of a healthcare practice to use the Service. By creating an account, you represent that you have the authority to bind your practice to these Terms and to enter into a Business Associate Agreement (BAA) with us as required by HIPAA.

4. Your Account

• You are responsible for maintaining the confidentiality of your login credentials.
• You must notify us immediately at abhinav@starmesh.ai if you suspect unauthorised access to your account.
• You are responsible for all activity that occurs under your account.
• You may not share your account with other individuals or practices. Each practice requires its own account.

5. Dedicated Phone Number

Upon subscribing, Alma provisions a dedicated after-hours phone number for your practice via our telephony provider (Twilio). This number is:

• Assigned to your account for the duration of your subscription.
• Intended for after-hours patient calls only — not for inbound faxes, bulk SMS, or any automated dialling.
• Released and potentially reassigned to another party if your account is cancelled or suspended.

You are responsible for informing patients of the number and for any regulatory obligations related to disclosing that calls are handled by an AI service.

6. Acceptable Use

You agree not to:

• Use the Service for any purpose other than legitimate after-hours patient communication.
• Attempt to reverse-engineer, circumvent, or exploit the AI or underlying systems.
• Use the Service in a way that violates HIPAA, state privacy laws, or any other applicable regulation.
• Transmit malware, spam, or fraudulent content through the Service.
• Resell or sublicense access to the Service.

7. Subscription and Billing

• The Service is billed monthly in advance. Fees are non-refundable except as required by law.
• Your subscription renews automatically at the end of each billing period unless you cancel before the renewal date.
• We may change pricing with at least 30 days' written notice. Continued use after the effective date constitutes acceptance.
• Accounts past due by more than 14 days may be suspended until payment is received.

8. Voice Minutes

Your plan includes a set number of AI voice minutes per month. Minutes are consumed during live calls handled by the Alma AI agent. If your usage approaches or exceeds your plan limit, we will contact you to discuss options. We will not automatically charge overage fees without prior notice and agreement.

9. Cancellation

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period — you retain access until then. After cancellation, your call records and encounter notes remain accessible for 90 days, after which they are permanently deleted unless you request an export beforehand.

10. Intellectual Property

All content, software, and technology comprising the Alma Service is owned by Alma, Inc. or its licensors. These Terms do not grant you any rights to our trademarks, patents, or proprietary technology beyond what is necessary to use the Service.

You retain ownership of your practice's patient data. By using the Service, you grant us a limited licence to process that data solely to provide and improve the Service as described in our Privacy Policy.

11. Confidentiality

Each party agrees to keep the other's non-public information confidential and to use it only as necessary to fulfil obligations under these Terms. This obligation survives termination of your account for 3 years.

12. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT ANY SPECIFIC OUTCOME WILL RESULT FROM ITS USE.

13. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, ALMA'S LIABILITY FOR ANY CLAIM ARISING FROM THESE TERMS OR YOUR USE OF THE SERVICE IS LIMITED TO THE FEES YOU PAID TO US IN THE 3 MONTHS PRECEDING THE CLAIM. IN NO EVENT WILL ALMA BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL.

This limitation does not apply to damages arising from our gross negligence, wilful misconduct, or breach of our data security obligations under applicable law.

14. Indemnification

You agree to indemnify and hold harmless Alma, its officers, employees, and agents from any claims, damages, or expenses (including reasonable legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any third-party rights, including patient rights under HIPAA.

15. Governing Law

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law principles. Any disputes will be resolved by binding arbitration under the AAA Commercial Arbitration Rules, except that either party may seek injunctive relief in a court of competent jurisdiction.

16. Changes to These Terms

We may update these Terms from time to time. We will notify you by email at least 14 days before material changes take effect. If you do not agree to the updated Terms, you may cancel your account before the effective date.

17. Contact

Alma, Inc.
Email: abhinav@starmesh.ai