Terms of service
Agent-reviewed draft. Not legal advice and not in force until signed. A professional legal review is recommended once revenue allows.
These terms are between Turstone Ltd ("Turstone") and the practice or business ("you") that uses Chairfill. The data processing agreement in data processing agreement forms part of them.
1. The service
Chairfill reads your appointment book (without clinical data) and sends reminder, recall and waitlist text messages and your own notice emails, and shows staff to-dos and what each workflow did, and the owner an estimate of the value of bookings that followed a text. Optional modules, each switched on by the practice, add review requests, a public booking-request page, a two-way text inbox, WhatsApp and patient payment requests, and the growth features (section 5), all included in the one plan. It does not write back to your booking system; a patient's request becomes a to-do for your staff.
2. Pilots
A pilot is offered only where Turstone agrees one in writing. It is free for the period stated, has no service level, and either side may end it at any time. Data is deleted as the DPA says when it ends.
3. Subscriptions and billing
- Chairfill: €299 a month plus VAT, everything included: every module and the growth features (section 5).
- Billed monthly in advance through Stripe from the first month; VAT is added by Stripe Tax.
- Your price is locked. The monthly price you join on stays your price for as long as your subscription continues without a break, even if Turstone's list price for new customers rises.
- Texts. 1,000 texts a month are included; a long text counts as 2 or 3, as the networks bill it, and WhatsApp messages do not count. Texts keep going past that: each extra 100 texts, or part of 100, in a calendar month costs €8 plus VAT. Your Overview shows the extra texts and the amount as the month goes, and Turstone adds it to your next invoice by hand; it is never charged automatically, and never during a pilot.
- You may cancel at any time; the subscription ends at the end of the paid period and nothing is refunded for the rest of it, except the first payment under section 4.
- If a payment fails we send notices first. If an invoice stays unpaid for more than 7 days, or the subscription is cancelled, automatic texts (reminders, recalls, waitlist offers and review requests) pause: they are not sent while the pause lasts. Texts the law requires (such as the answer to an opt-out keyword) and texts a patient or the practice asked for (a booking code, a reply in the inbox, a payment request) and the text telling someone an offered time has gone still go out. A pilot is not affected. Automatic texts resume once payment is made, at the next billing check.
4. 30-day refund
Full refund within 30 days. No questions asked.
If you cancel within 30 days of your first payment, Turstone refunds that first payment in full and does not ask why. It applies once per practice, to the first paid month only; an operator of Turstone makes the refund through Stripe to the card or account that paid. Turstone gives no service credits and makes no promise of results: the estimated value Chairfill shows is an estimate based on your own data and your own visit values.
5. Front office modules
Reviews, the booking-request page, the two-way text inbox, WhatsApp and patient payments are optional modules the practice switches on itself.
- Payments. A patient pays the practice, not Turstone. The practice uses its own Stripe account under its own agreement with Stripe; the practice is the merchant of record. Turstone is not a payment service provider, never holds, receives or pays out funds, and only creates payment requests and reads their status on the practice's instruction. Stripe's fees and rules are the practice's own matter with Stripe. Refunds and disputes with a patient are the practice's.
- Reviews. Chairfill sends a patient a link to the practice's own review page. It never writes, edits, selects or republishes a review. The practice is responsible for the rules of its professional body (for dentists, the Dental Council's Code of Practice) on asking for reviews and on advertising, and confirms this when it switches reviews on.
- Inbox. The inbox is for ordinary appointment administration. It is not monitored out of hours and is not for emergencies or clinical questions; the practice tells patients to phone it or the emergency services.
- WhatsApp is available only where the practice has switched it on and a patient has asked for it; the practice's patient notice must say so and that WhatsApp (Meta) processes those messages, including in the US.
- Growth features (included in the plan, and in every pilot), each switched on by the practice:
- Enquiries. People who ask for an appointment through the booking page, the practice's Facebook or Instagram lead forms, emails the practice forwards to Chairfill, a missed call or a referral link appear on the Enquiries board. A Facebook or Instagram enquiry gets one fixed-wording text in the practice's name and, only if the practice switches follow-ups on, at most one follow-up; a forwarded email is never texted and becomes a to-do to phone the person back. The practice is the controller of every enquiry and decides that it may contact each person.
- Missed calls. When the practice diverts unanswered calls to its Chairfill number, the caller hears a short fixed message and a caller on a mobile gets one text with the booking page and the emergency line. Calls are never recorded.
- Refer a friend. Each person can get a personal link to share. Any reward is chosen, given and paid for by the practice itself; the person who shared the link is told nothing unless the friend ticks that they may be told.
- Google Business Profile (once Turstone's access to Google's API is approved). New Google reviews are shown in Chairfill; a reply or a post is published only after the owner approves it, and a reply that could show that someone is a patient is refused. A reply drafted by AI on the owner's request is only a draft: the owner reads it, changes it if needed and approves it, and is responsible for what is published.
6. Your duties
- Give accurate data and keep your source connections current.
- Choose your practice's sender name and confirm it is your business's name. Turstone lists the sender name with ComReg on your behalf (about 2 weeks); the ComReg registry is its own regulatory process, not part of these terms, and automatic texts start only once Turstone has marked it listed.
- Provide your own patient notice and lawful basis for the messages; see the notice text we supply as a starting point.
- Use Chairfill only for appointment administration and send no clinical content.
- Keep sign-in details secure; owners and agencies must use multi-factor authentication.
7. Acceptable use
No unlawful, deceptive or marketing messages; no attempts to bypass tenant isolation or security; no loading of data you have no right to use.
8. Availability and support
We aim for 99.5% availability each month, measured by us; that is a target, not a promise. There are no service credits. Support is by email on business days.
9. Data protection and order of precedence
Processing of patient data is governed by the DPA, which prevails over these terms on data protection. Turstone sends text messages only from approved templates and always includes an opt-out.
10. Agencies and referral partners
An agency acts for you under your own agreement with it, and you are responsible for whom you invite. Turstone may pay referral commissions to partners; that does not change your price or your data rights.
11. Liability
Nothing limits liability that cannot be limited by law. Otherwise Turstone's total liability in any 12 months is capped at the greater of the fees you paid in the previous 12 months and €5,000 (so a free pilot has a floor), and Turstone is not liable for lost profit or indirect loss. Estimated-value figures are estimates based on your own data and are not a promise of results.
12. Changes and ending
We may change these terms with 30 days' notice; you may then end the service. A change never raises your locked price (section 3). Either side may end for serious breach. Turstone may also end the service for any reason with at least 60 days' notice: during the notice your automatic texts and opt-outs keep running, and you can export all your data.
13. Governing law
Irish law; the courts of Ireland have jurisdiction.
14. Ownership and suspension
- You own your data. Turstone owns Chairfill, its software and its content, and gives you the right to use it while your subscription lasts; nothing else passes to you.
- Turstone may suspend access at once, in whole or in part, where needed to stop a security incident, unlawful use or a breach of section 7, and tells you why as soon as it safely can. It lifts the suspension once the cause is dealt with.