Terms of Service

Clinmero is operated by PT Mbalas Teknologi Indonesia (“Clinmero”, “we”, “us”), based in Tanjungpinang, Kepulauan Riau, Indonesia. By creating an account, subscribing, or using the service, you agree to these terms. If you are agreeing on behalf of a clinic or company, you confirm you are authorised to bind it, and “you” means that organisation.

If you do not agree with these terms, do not use Clinmero.

Service

The Clinmero web application, its dashboard, the AI receptionist and everything we make available through them.

Clinic

The dental or aesthetic practice that holds the account, including everyone you give access to it.

Patient

A person who messages your clinic through WhatsApp, or whose details you record in Clinmero.

Clinic Content

Everything you put into Clinmero or cause it to process: your clinic profile, services and prices, knowledge base material, uploaded documents, contacts, conversations, appointments and follow-ups.

AI Message

An outbound message generated by the AI receptionist and authorised against your plan allowance. Each one is recorded when the allowance is spent.

Clinmero answers patient enquiries on WhatsApp using your clinic's own information, follows up when a patient goes quiet, helps with appointments and reminders, and hands the conversation to your staff when a person should take over. It gives your team a dashboard over all of it, and a knowledge base that controls what the AI receptionist knows.

Clinmero is software. It is not a clinic management system, an electronic medical record, a telemedicine service, or a substitute for your own clinical systems and judgement.

You must be at least 18 years old and legally able to enter into a contract. Clinmero is sold to businesses for business use; it is not a consumer product, and it is not intended for personal use.

• You must give accurate information when you register and keep it current.
• You are responsible for everything that happens under your account, including anything done by people you give access to.
• Keep your credentials confidential. Tell us promptly if you believe an account has been compromised.
• One clinic is one account. The clinic is the billing account, and a subscription covers that clinic only.

Accounts have three roles, and they are not the same:

Owner

Full access, including billing and the subscription. Set when the clinic is created.

Administrator

Can change the knowledge base, the AI receptionist's configuration, and clinic settings, in addition to day-to-day work.

Member

Can do day-to-day work — the inbox, appointments and follow-ups — but cannot change what the AI knows or how the clinic is configured.

You decide who holds which role, and you are responsible for removing access when someone leaves your clinic.

• The trial runs for 14 days from when the clinic is created.
• It includes its own allowance of 1,000 AI messages, which is smaller than any paid plan's allowance.
• No payment details are required to start it.
• Each clinic is entitled to one trial, once. Creating a further account to obtain another trial is a breach of these terms.

When the trial ends, access to the dashboard requires an active subscription. Your data is not deleted when the trial ends — see section 32.

Starter

USD 79 per month, or IDR 999,000 per month. 5,000 AI messages per month, intended for up to 500 contacts and 1 seat.

Growth

USD 149 per month, or IDR 1,999,000 per month. 20,000 AI messages per month, intended for up to 2,000 contacts and 3 seats.

Rupiah prices are set independently as a product decision. They are not a currency conversion of the USD price, and the two will not track an exchange rate.

Of these figures, the AI message allowance is the one the system meters and enforces: once it is spent, the AI receptionist stops generating replies until the allowance resets or you move to a larger plan. The contact and seat figures describe what each plan is sized for; they are not currently enforced by a technical limit, and we are telling you that rather than implying a ceiling that does not exist. We may begin enforcing them, with notice.

An AI message is counted when the allowance is authorised, immediately before the message is generated. A count means the allowance was spent — not that WhatsApp delivered the message. If delivery later fails, the allowance is not returned.

Messages your staff send themselves do not consume the AI allowance. The record of authorised usage kept by Clinmero is the reference point for any question about consumption.

• Subscriptions are billed monthly in advance and renew automatically until cancelled.
• Your billing currency is fixed when you first subscribe and does not change if you later travel or your location appears different.
• You may cancel at any time. Cancellation takes effect at the end of the period you have already paid for; we do not pro-rate a partial month.
• Changing plan takes effect according to the rules of the payment provider handling your subscription.
• Prices may change. We will give notice before a change applies to your subscription, and you may cancel rather than accept it.

Customers billed in USD

Dodo Payments acts as Merchant of Record and is the legal seller of the subscription to you. Its terms govern that sale, including tax, invoicing and payment disputes, and it is the party that collects payment.

Customers billed in IDR

Mayar processes the payment under its own terms. PT Mbalas Teknologi Indonesia is the seller.

We never receive or store your card details. Whichever provider handles your subscription, these terms continue to govern your use of the service itself.

Prices are exclusive of taxes unless stated otherwise at checkout. Where Dodo Payments acts as Merchant of Record, it determines, collects and remits applicable sales tax or VAT on that sale. For Indonesian subscriptions, applicable Indonesian taxes are handled as required by law.

Subscription fees are generally non-refundable, including for a period that has already begun and for allowance you did not use. The trial exists so you can evaluate Clinmero before paying.

If Dodo Payments is the Merchant of Record for your subscription, its refund process applies to that transaction and may give you rights beyond this section. Nothing here limits a refund you are entitled to under mandatory consumer or local law.

This is the most important thing in these terms.

• Clinmero is not a healthcare provider, and using it does not create any clinician-patient relationship with us.
• Clinmero does not diagnose, triage, prescribe, interpret results or images, or give medical advice.
• The AI receptionist shares information about your clinic and its services. It is not a clinician and must not be presented to patients as one.
• Clinmero is not a medical device and has not been assessed as one under any regulatory regime.
• Clinmero must not be relied on for anything urgent or emergency-related. Patients with an emergency must contact emergency services or attend a clinic.

All clinical judgement remains with your clinic and its practitioners. You are responsible for reviewing what your AI receptionist tells patients and for ensuring a person takes over whenever clinical judgement is needed.

The AI receptionist answers from your knowledge base and from the conversation itself. Like all systems of this kind, it can produce answers that are wrong, incomplete, out of date, or badly judged for a particular patient — including about prices, availability and what your clinic offers.

• You are responsible for the accuracy of your knowledge base. If it says the wrong price, the AI receptionist will quote the wrong price.
• You should monitor conversations and correct the AI receptionist's configuration when it gets something wrong.
• The AI receptionist can be switched off at any time in Settings.
• Automated output is not a commitment by your clinic unless your clinic decides it is. You are responsible for what your AI receptionist tells patients.

The models and techniques behind the AI receptionist may change as the service is improved, and its answers may change with them.

Clinmero works on top of the official WhatsApp Business Platform. Clinmero is an independent service built by PT Mbalas Teknologi Indonesia using that platform. We are not affiliated with, endorsed or certified by Meta, and we do not own or operate WhatsApp.

• Your use of WhatsApp is also subject to Meta's own terms and messaging policies, and you are responsible for complying with them.
• Meta's rules govern when a business may message a person, and Meta may charge for conversations, restrict a number, or suspend messaging. Those decisions are Meta's, not ours.
• You are responsible for obtaining whatever agreement your patients must give before you message them.
• If WhatsApp or Meta changes, restricts or withdraws access to the platform, the parts of Clinmero that depend on it will be affected, and we are not liable for that.

Clinmero does not currently send WhatsApp messages from inside the dashboard for staff replies; the inbox hands off to WhatsApp itself. Do not assume in-dashboard sending exists for your workflow.

You must not use Clinmero to:

• Send unsolicited bulk messages, or message anyone who has not agreed to hear from your clinic.
• Make false, misleading or unsubstantiated claims about treatments, outcomes or qualifications.
• Advertise in a way that breaks the healthcare advertising rules that apply to you.
• Break any law, or Meta's policies, or a third party's rights.
• Upload malware, attempt to access another clinic's data, probe or overload our systems, or circumvent a limit or a security control.
• Reverse engineer the service, or use it to build a competing product.
• Resell, sublicense or provide Clinmero to another clinic as if it were yours, without our written agreement.
• Use automated means to extract data beyond what the service offers, or to create accounts.

• You decide what patient information goes into Clinmero. You are the controller of it; we process it for you.
• You must have a lawful basis for it, and give your patients whatever notice or consent your law requires.
• You must not put clinical records, diagnoses, treatment histories or identity documents into the knowledge base — it exists to describe your clinic, not to store records about people.
• You must handle children's information lawfully, including obtaining consent from a parent or guardian where required. Your practice will involve minors, and Clinmero does not manage that for you.
• You must respond to your own patients' requests about their information, and you remain responsible for doing so.

Clinmero must not be used for information subject to HIPAA: we do not offer a Business Associate Agreement and make no HIPAA claim. If you require a written data processing agreement — for example under the GDPR or UK GDPR — contact us and we will put one in place; it prevails over this section where the two differ.

Your Clinic Content is yours. We claim no ownership of it.

You grant us a licence to host, store, process, transmit and display it, and to send it to the providers described in our Privacy Policy, for the sole purpose of operating the service for you. That licence lasts as long as we hold the content and exists only so the service can work.

We do not use your Clinic Content to train AI models, and we do not use your patient conversations for our own purposes.

Clinmero — the software, design, brand and documentation — belongs to PT Mbalas Teknologi Indonesia and its licensors. These terms grant you a limited, non-exclusive, non-transferable right to use the service during your subscription, and nothing more. You get no right to our name, logo or branding beyond ordinary reference to the fact that you use Clinmero.

If you send us suggestions about the product, we may use them without obligation or payment. This does not give us any right to your Clinic Content.

We work to keep Clinmero available and will try to schedule disruptive maintenance sensibly, but the service is provided without an uptime commitment.

There is no service level agreement, no uptime guarantee and no committed support response time. Clinmero also depends on WhatsApp, Meta, our hosting, database, AI and payment providers, and an outage at any of them can interrupt the service. If you need a contractual availability commitment, Clinmero is not currently the right fit and we would rather say so now.

We continue to develop Clinmero, and features may be added, changed or removed. We will give reasonable notice before removing or materially reducing a feature your subscription depends on. If a change materially reduces the service's value to you, you may cancel.

Clinmero relies on services we do not control, including the WhatsApp Business Platform, hosting and database providers, AI model providers and payment providers. Your use of Clinmero is also subject to their terms where they apply to you. We are not responsible for their acts, omissions, pricing, availability or changes.

We may suspend or restrict access if payment fails, if you breach section 17 or 18, if there is a security or legal risk, or if required by law or by Meta. Where circumstances allow, we will tell you first and give you a chance to put it right. We will restore access once the cause is resolved.

• You may stop using Clinmero and cancel your subscription at any time.
• We may terminate this agreement for material breach that you do not remedy within 14 days of us telling you about it, or immediately where the breach cannot be remedied or the law requires it.
• Either of us may terminate if the other becomes insolvent or ceases business.
• On termination, your right to use the service ends. Sections about ownership, confidentiality, disclaimers, liability and governing law survive.

We do not delete your Clinic Content automatically when a subscription lapses. It remains stored so you can return, and so you are not left without your own patient history at the worst moment.

If you want your data exported or deleted, ask us and we will action it. Deletion is permanent, and we will not delete anything we are required to retain for legal, tax or accounting reasons. Note that in-app deletion is currently available for knowledge base content, services, hours and practitioners, but not for conversations, contacts or appointments — which is why deletion of those runs through us.

To the fullest extent permitted by law, Clinmero is provided “as is” and “as available”, without warranties of any kind, whether express, implied or statutory, including any implied warranty of merchantability, fitness for a particular purpose, or non-infringement.

In particular, we do not warrant that the service will be uninterrupted, error free or secure against every threat; that the AI receptionist's output will be accurate, complete or suitable for any patient; that any message will be delivered; that any enquiry will convert into a booking; or that the service satisfies any regulatory obligation that applies to your clinic.

Some jurisdictions do not allow certain warranties to be excluded. Where that applies, this section applies to the extent permitted, and nothing here limits rights you have under mandatory law.

To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost patients or goodwill, or loss or corruption of data, however caused.

Our total aggregate liability arising out of or relating to Clinmero is limited to the amount you paid us for the service in the twelve months before the event giving rise to the claim. Where Dodo Payments collected the fees as Merchant of Record, those amounts count as paid for this purpose.

Nothing in these terms excludes liability that cannot lawfully be excluded, including for death or personal injury caused by negligence, or for fraud.

You will defend and indemnify us against claims, losses and reasonable costs arising from your Clinic Content, your use of the service in breach of these terms, your handling of patient information, your messaging of patients, claims about treatments or outcomes you made, or your breach of Meta's policies or of law that applies to your clinic.

We will notify you promptly of any such claim and cooperate reasonably in its defence. You will not settle a claim in a way that imposes an obligation on us without our agreement.

Each party will keep the other's non-public information confidential, use it only to perform this agreement, and protect it with reasonable care. This does not apply to information that is public through no fault of the receiving party, was already known to it, or must be disclosed by law — in which case the disclosing party is told first where that is lawful.

We may update these terms. For material changes we will give notice before they take effect, and continuing to use Clinmero after that date means you accept them. If you do not accept a material change, cancel before it takes effect. The date at the top of this page shows when the current version began to apply.

These terms are governed by the laws of the Republic of Indonesia, and the courts of Indonesia have jurisdiction over any dispute, without regard to conflict-of-laws rules.

Before starting proceedings, please contact us so we can try to resolve the matter directly. Where mandatory consumer or local law gives you the right to bring a claim in your own jurisdiction, this section does not take that away.

• These terms, together with the Privacy Policy and any data processing agreement we sign with you, are the whole agreement between us about Clinmero.
• If a provision is unenforceable, the rest stays in force.
• Not enforcing a right immediately does not waive it.
• You may not assign this agreement without our consent. We may assign it as part of a merger, acquisition or sale of assets.
• Neither party is liable for failure to perform caused by events beyond its reasonable control.
• We are independent parties; these terms create no partnership, agency or employment relationship.
• Notices to you are sent to the email address on your account or shown in the dashboard. Notices to us go to support@clinmero.com.
• The English version of these terms is authoritative. Any translation is provided for convenience only.

Our contact details:

• PT Mbalas Teknologi Indonesia
• Tanjungpinang, Kepulauan Riau, Indonesia
• support@clinmero.com
• +62 813-6118-7767