1. Scope and applicability
These Terms and Conditions ("Terms") govern your access to and use of the website springli.com and any related services (collectively, the "Service") operated by Springli ("we," "us," or "our"), based in Zürich, Switzerland.
By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you may not access or use the Service.
These Terms apply to all visitors, users, and others who access the Service, whether located in Switzerland, the European Union, the European Economic Area, or elsewhere.
2. Operator
3. Description of the service
Springli provides an AI-native patient communication platform for healthcare providers. The Service enables healthcare practices to automate patient communication including appointment reminders, confirmations, no-show follow-up, lab result notifications, screening recalls, billing reminders, and review solicitation through channels including WhatsApp, SMS, and email.
The Service is not a medical device. It does not provide clinical decision support, medical diagnoses, triage, or treatment recommendations. Springli is a communication tool. All clinical decisions remain the sole responsibility of the healthcare provider.
4. Eligibility
The Service is intended exclusively for licensed healthcare providers, medical practices, clinics, and hospitals (collectively, "Healthcare Actors"). By using the Service, you represent that you are a Healthcare Actor or are authorized to enter into these Terms on behalf of a Healthcare Actor.
The Service is not intended for use by individual patients, consumers, or minors. If you are not a Healthcare Actor or authorized representative thereof, you may not use the Service.
Springli reserves the right to verify the identity and professional qualifications of users before or after granting access, including by consulting official public databases or requesting supporting documentation.
5. Account registration and security
To use certain features of the Service, you must register for an account. You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate.
You are responsible for safeguarding your account credentials and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account.
6. Data protection and privacy
6.1 Applicable law
We process personal data in accordance with the Swiss Federal Act on Data Protection (FADP/nDSG, SR 235.1), the Data Protection Ordinance (DPO/DSV), and, to the extent applicable, the EU General Data Protection Regulation (GDPR, Regulation (EU) 2016/679).
Our detailed data processing practices are described in our Privacy Policy, which forms an integral part of these Terms.
6.2 Data processing agreement
Where Springli processes personal data on behalf of a healthcare practice (as data processor on behalf of the data controller), a separate Data Processing Agreement (DPA) will be executed between Springli and the practice in accordance with Art. 9 FADP and, where applicable, Art. 28 GDPR.
6.3 Data hosting and residency
All personal data, including patient data, is hosted exclusively in Swiss and/or EU data centers. No personal data is transferred to the United States or any country without an adequate level of data protection as determined by the Swiss Federal Council (Art. 16 FADP) or the European Commission, unless appropriate safeguards are in place.
6.4 Patient data
The healthcare practice remains the data controller for all patient data processed through the Service. The practice is responsible for obtaining any necessary patient consent and for ensuring a lawful basis for processing patient data in accordance with applicable law.
Springli does not use patient data for training AI models. Patient data is processed solely for the purpose of providing the Service to the practice.
6.6 Customer data ownership
The Customer holds all rights to its data, including patient data. Springli does not obtain any rights to Customer data under these Terms. Springli may only use Customer data, including confidential data, for the provision of the Service in accordance with these Terms, and not for Springli's own purposes. Access to Customer data shall be limited to those persons who need access in order to perform their duties.
6.7 Aggregated and de-identified data
Springli may use aggregated, anonymized, and de-identified data derived from the use of the Service for the purposes of improving the Service, conducting research, and generating benchmarks. Such data will not identify any individual patient or practice. This is consistent with Art. 2 para. 1 FADP (which applies only to personal data of natural persons) and Art. 26 GDPR (which excludes anonymized data from GDPR scope).
6.8 Data return and deletion
Upon termination of the Agreement, Springli will make Customer data available for export for a period of 30 days. After this period, all Customer data will be permanently deleted from Springli's systems within a reasonable time, but no later than 30 days following the export period. For security and continuity purposes, Customer data may be retained in encrypted backup systems for up to 7 additional days following permanent deletion, after which it will be automatically purged. The Customer may request earlier deletion at any time.
6.10 Health data
Patient data processed through the Service may include data that qualifies as health-related data under applicable law, including appointment information linked to medical specialties, screening eligibility, and lab result availability. While Springli does not process clinical health data (diagnoses, treatment records, or test results), it recognizes that appointment and communication metadata related to healthcare visits may constitute health-adjacent data requiring heightened protection.
All such data is processed with the same safeguards applied to sensitive personal data, including encryption at rest and in transit, strict access controls, and data minimization.
6.11 Audit rights
Upon reasonable written notice (at least 30 days), the Customer may audit or commission a qualified third-party auditor to verify Springli's compliance with its data protection obligations under these Terms, the DPA, and applicable law. Audits shall be conducted during normal business hours, shall not interfere with the operation of the Service, and shall be at the Customer's expense. Springli will cooperate in good faith and provide access to relevant documentation, systems, and personnel. If Springli holds a current SOC 2 Type II report or equivalent certification, this may satisfy the audit requirement.
6.12 Subprocessors
Springli maintains a list of subprocessors who may process personal data on its behalf. This list is available on request by contacting hello@springli.com and will be updated at least 30 days before engaging a new subprocessor. Customers who have subscribed to subprocessor notifications will be informed by email of any changes.
6.5 Data subject rights
Individuals whose personal data is processed through the Service may exercise their rights under the FADP (Art. 25–29) and, where applicable, the GDPR (Art. 15–22), including the right of access, rectification, deletion, data portability, and the right to object to processing. Requests should be directed to hello@springli.com.
7. Artificial intelligence and transparency
7.1 Use of AI
The Service uses artificial intelligence, including large language models, to generate, translate, and personalize patient communications. AI is used for communication purposes only, never for clinical decision-making, diagnosis, triage, or treatment recommendations.
7.2 AI transparency
In accordance with the EU AI Act (Regulation (EU) 2024/1689) and the principle of transparency, patients receiving communications through the Service are informed that they are interacting with an AI-powered assistant. The initial patient communication includes a clear disclosure, for example: "This message was sent by an AI assistant on behalf of [Practice Name]."
7.3 Human oversight
Healthcare practices retain full control over the configuration, tone, and scope of AI-generated communications. The practice may review, approve, or override any communication before or after it is sent, depending on the autonomy level configured.
7.4 Limitation
While we strive for accuracy, AI-generated communications may contain errors. The healthcare practice is responsible for reviewing communications and for all clinical and administrative decisions. Springli shall not be liable for any adverse outcomes resulting from AI-generated content.
8. Intellectual property
The Service, including its software, design, content, trademarks, and documentation, is owned by Springli and is protected by Swiss and international intellectual property laws.
You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Service for its intended purpose during the term of your subscription. This right is limited to the number of users and the contract period specified in the applicable subscription agreement.
You may not copy, modify, distribute, sell, or lease any part of the Service, nor may you reverse-engineer or attempt to extract the source code of any software.
8.1 Developments and improvements
Any improvements, innovations, or developments made by Springli, whether alone or in collaboration with the Customer, will be and remain the sole property of Springli. Customer shall have no rights to such improvements, innovations, or developments.
8.2 Feedback
We welcome feedback to improve the Service. Any feedback provided may be used to enhance the Service, with resulting updates and features remaining the property of Springli.
9. Acceptable use
The Service must be used responsibly and in line with its intended purpose of automating legitimate healthcare communication.
9.1 User responsibilities
The Customer is responsible for ensuring that its users comply with these Terms. The Customer and its users must:
- Review and verify AI-generated communications for accuracy where the configured autonomy level requires it
- Rely on professional judgment for all clinical and administrative decisions; the Service is a support tool, not a replacement for professional decision-making
- Use the Service in accordance with applicable laws, regulations, and clinical standards in their jurisdiction
- Protect access credentials and ensure that devices used to access the Service are secure
- Promptly report any suspected security breaches to hello@springli.com
9.2 Prohibited actions
The Customer and its users must not:
- Violate any applicable law or regulation, including data protection, healthcare, and telecommunications laws
- Send communications without a lawful basis or without the required patient consent
- Attempt to use the Service to generate medical diagnoses, treatment recommendations, or clinical advice
- Input false or misleading information into the system
- Transmit content that is unlawful, harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable
- Interfere with or disrupt the Service or its infrastructure
- Attempt to gain unauthorized access to the Service or its related systems
- Reverse-engineer, decompile, or disassemble any software or processes available through the Service
- Use any robot, spider, scraper, or other automated means to access the Service beyond its intended use
- Share access credentials or allow unauthorized individuals to use their account
- Use the Service for any purpose other than legitimate healthcare communication
Any violation of these terms may result in suspension or termination of access.
9.3 Right to suspend
Springli may immediately suspend Customer's access to the Service if: (i) Customer or its users breach these acceptable use provisions, (ii) Springli determines in good faith that suspension is necessary to avoid possible harm to Springli's, Customer's, or any third party's property, systems, or information, or (iii) required by law. Springli will notify the Customer of any suspension and the reason for it as soon as commercially practicable.
10. Fees and payment
Access to certain features of the Service requires a paid subscription. Fees, payment terms, and billing cycles are specified in the applicable subscription agreement or order form.
All fees are stated in Swiss Francs (CHF) unless otherwise specified. Fees are exclusive of applicable taxes (including VAT/MWST), which will be added where required by law.
We reserve the right to change our fees upon reasonable notice. Changes will take effect at the start of the next billing cycle following notice.
11. Term and termination
These Terms are effective from the date you first access the Service and continue until terminated.
Either party may terminate the subscription in accordance with the terms of the applicable subscription agreement. Upon termination, your right to access the Service ceases immediately.
Upon termination, Springli will make your data available for export in accordance with Section 6.8 (Data return and deletion). Springli shall cease all processing of Customer data upon termination, with the exception of data return and permanent deletion.
12. Availability and service levels
We strive to maintain the availability and reliability of the Service but do not guarantee uninterrupted or error-free operation. We may suspend or modify the Service for maintenance, updates, or for reasons beyond our control.
13. Limitation of liability
To the maximum extent permitted by applicable law:
Springli shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill, arising out of or in connection with the Service.
Springli's total aggregate liability for any claims arising out of or relating to these Terms or the Service shall not exceed the total fees paid by you to Springli in the six (6) months preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits liability for gross negligence (grobe Fahrlässigkeit) or intentional misconduct (Vorsatz), or any other liability that cannot be excluded or limited under applicable Swiss or EU law.
14. Warranties and disclaimers
The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
We do not warrant that the Service will meet your specific requirements, that it will be uninterrupted, timely, secure, or error-free, or that any defects will be corrected.
15. Indemnification
You agree to indemnify and hold harmless Springli, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with your access to or use of the Service, your violation of these Terms, or your violation of any third-party rights.
16. Third-party services
The Service may integrate with third-party services, including but not limited to WhatsApp Business API (Meta Platforms), SMS providers, email services, and practice management systems. Your use of these third-party services is subject to their respective terms of service and privacy policies. Springli is not responsible for the practices or content of third-party services.
17. Changes to these terms
We may update these Terms from time to time. We will notify you of any changes by posting the updated Terms on the Service and, where appropriate, by email. Your continued use of the Service after such changes constitutes acceptance of the updated Terms.
18. Confidentiality
Neither party may disclose to a third party information about the other party's activities that may be regarded as a business or professional secret or that otherwise relates to the other party's internal affairs, except to the extent necessary for the provision of the Service and performance under these Terms. The duty of confidentiality does not apply to information that a party can demonstrate has become known to it by other means or that is publicly known, or where disclosure is required by law.
Confidentiality obligations under this section survive the termination of these Terms.
19. Force majeure
Neither party shall be liable for failure to perform its obligations under these Terms where such failure is due to circumstances beyond the party's reasonable control, including but not limited to: acts of government, new or amended legislation, labor disputes, fire, flood, pandemic, natural disaster, failure of third-party telecommunications or hosting infrastructure, or cyberattacks. The affected party must inform the other party without unreasonable delay in order to invoke this provision.
20. Severability
If any provision of these Terms is found to be unenforceable or invalid under applicable law, the remaining provisions shall continue in full force and effect.
21. Waiver
The failure of Springli to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
22. Entire agreement
These Terms, together with the Privacy Policy, any applicable Data Processing Agreement, and any applicable subscription agreement, constitute the entire agreement between you and Springli with respect to the Service and supersede all prior agreements, understandings, and representations.
23. Governing law and jurisdiction
These Terms are governed by and construed in accordance with the substantive laws of Switzerland, excluding its conflict of laws provisions and excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).
Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of Zürich, Switzerland.
Consumers domiciled in the EU/EEA may also bring claims in the courts of their habitual residence in accordance with applicable EU consumer protection law.
24. Contact
For any questions about these Terms, please contact us at:
Springli
hello@springli.com
Zürich, Switzerland