Virtual Receptionist Terms.

The Virtual Receptionist retainer provides trained call-answering agents who answer your clinic's inbound calls in your clinic's name, handle common prospective patient enquiries, capture appointment booking requests, and route messages to your team — so you never miss a new patient opportunity while you're with a patient.

Receptionists are briefed specifically on your clinic: your treatments, typical pricing ranges, geographic area, key clinician names, and the appointment booking process you use. They are not a generic call centre; they represent your practice.

• Inbound call answering — calls forwarded to our receptionists are answered in your clinic's name within 3 rings during covered hours;
• Booking capture — receptionists collect the caller's name, contact details, treatment type, and preferred appointment time, then log the request in your agreed system (calendar, practice-management system, or email);
• Common enquiry handling — pricing ranges, opening hours, location, treatment availability, and basic clinical FAQs covered by your briefing document;
• Message-taking and escalation — calls outside scope are summarised and passed to the right person (see §6);
• Monthly call report — call volume, answered vs. missed, appointment booking conversion rate, and call categories.

Default cover is Monday–Saturday, 8am–6pm in your local timezone. After-hours calls roll to voicemail (we set up the voicemail greeting and transcribe messages the next business morning).

Extended hours (evenings and Sundays) are available as an add-on at the rate shown on our pricing page. Public holidays in your country are included in the standard cover.

Our receptionists book appointments into your agreed diary system (Google Calendar, a booking app, or a shared spreadsheet). They operate within the appointment slots and capacity rules you set.

They are not authorised to:

• Confirm firm quotes or prices beyond the ranges in your briefing document;
• Accept or decline insurance claims or third-party funding;
• Make commitments about treatment timelines beyond standard stated lead times;
• Handle complaints requiring clinical or managerial authority — these are escalated immediately;
• Process payments or take card details.

If a caller asks for something outside this authority, the receptionist takes a message and flags it for your team to call back within the agreed response time.

For quality assurance and training purposes, calls may be recorded. You are responsible for ensuring your call-recording practice complies with applicable law in your country:

• United Kingdom — Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000. Callers must be informed before recording begins. We include a standard "calls may be recorded" announcement in your hold/answer greeting.
• United States — requirements vary by state. In one-party-consent states, the business may record. In two-party-consent (all-party) states (e.g., California), all parties must consent. We configure your greeting accordingly; you confirm the rules for your state.
• Canada — PIPEDA requires notification. Our standard greeting includes the required notice.
• Australia — Telecommunications (Interception and Access) Act 1979. All-party consent is generally required. Our greeting includes the required notice.

Call recordings are stored for 30 days and then deleted. You may request a recording for a specific call within that window.

Calls that fall outside the receptionist's authority or scope are handled as follows:

• Urgent (patient safety concern, patient on your premises requiring immediate attention) — transferred to you or the designated duty number immediately.
• Complaint — caller informed that a practice manager or clinical director will call back within the response time you specify; message logged and sent to you within 5 minutes.
• Out-of-scope enquiry — message taken and emailed / practice-management system-logged within 10 minutes of the call ending.

You provide us with a duty number and a backup number at kickoff. Escalation calls that go unanswered roll to the next option (backup number, then voicemail).

• That every call will result in a booked appointment — we handle the call; converting the enquiry is yours;
• Zero missed calls — brief technical handoff windows during call routing or busy periods mean a small number of calls will miss the receptionist and go to voicemail;
• Specialist clinical knowledge beyond your briefing document — we answer from what you tell us;
• Specific booking volumes or revenue outcomes.

The Virtual Receptionist retainer has a 1-month minimum term, after which it continues month-to-month and can be cancelled at any time. Billing runs monthly via Stripe in your local currency.

The first two weeks are the setup and briefing period. Live call answering begins once your call-forwarding number is configured and the briefing document is signed off.

• Provide a complete and accurate briefing document at kickoff (we supply the template);
• Keep the briefing document current — notify us within 2 business days of any change to treatments, hours, pricing, or key contacts;
• Configure call forwarding from your business number to the number we provide;
• Provide a duty number and backup number for escalations;
• Respond to escalated messages and bookings promptly — we capture the enquiry; following up is yours;
• Comply with applicable call-recording law in your jurisdiction (we configure the announcement; you confirm the rules apply).

After the minimum term, cancel any time via email or your dashboard. We ask for 14 days' written notice so we can:

• Update your call-forwarding gracefully (so calls don't drop on the handoff day);
• Deliver a final call report for the month;
• Hand over any open messages or pending bookings.

Standard refund eligibility per the Refund Policy.

See the Refund Policy. Standard retainer refund position: first-7-day onboarding mismatch, duplicate billing, and material uncured breach by us. Other refunds are not available; the alternative-work guarantee applies.