Last updated: May 7, 2026

These Terms of Service govern access to and use of Novoflow websites, dashboards, AI voice agents, workflow automation tools, SMS features, integrations, and related services. A separate signed agreement, order form, or Business Associate Agreement controls if it conflicts with these Terms.

Acceptance

By accessing or using the services, creating an account, signing an order form, or using Novoflow through an organization, you agree to these Terms. If you use the services for an organization, you represent that you are authorized to bind that organization.

The Services

Novoflow provides software and AI-assisted workflow automation for clinic operations, including voice agents, scheduling workflows, EHR screen automation, prescription refill routing, cancellation recovery, analytics, and related administrative tools. Specific features may depend on the customer’s configuration, integrations, and subscription.

Customer Responsibilities

Customers are responsible for their users, accounts, credentials, workflow instructions, patient notices, patient consents, EHR access, integrations, and legal compliance. Customers must ensure that their use of Novoflow complies with healthcare, privacy, telemarketing, call recording, SMS, employment, and other laws that apply to their business.

Healthcare and HIPAA

Novoflow is not a medical provider and does not provide medical advice, diagnosis, or treatment. Customers are responsible for clinical decisions and patient care. When required for healthcare customers, Novoflow will process protected health information under a Business Associate Agreement. The BAA controls Novoflow’s obligations for protected health information if it conflicts with these Terms.

AI Workflow Output

AI and automation features may generate incomplete, delayed, or incorrect output. Customers are responsible for testing workflows before production use, monitoring performance, reviewing outputs where appropriate, and maintaining fallback processes for urgent, clinical, safety-sensitive, or high-impact tasks.

Communications

If customers use Novoflow for calls, voicemail, SMS, or other communications, they are responsible for obtaining required consent, honoring opt-out requests, providing required disclosures, and configuring messages lawfully. Novoflow may process consent records and communication metadata to operate the services and support compliance.

Accounts and Access

Users must keep credentials secure and promptly notify Novoflow of unauthorized use. Customers are responsible for managing authorized users and permissions. Novoflow may suspend access if it reasonably believes an account or workflow creates security, legal, operational, or patient-safety risk.

Acceptable Use

You may not use the services to violate law, infringe rights, bypass security controls, access systems without authorization, transmit malware, interfere with the services, send unlawful communications, misrepresent AI agents as licensed clinicians, or process data you are not authorized to process.

Customer Data

Customers retain ownership of data they submit to the services. Customers grant Novoflow the rights needed to host, process, transmit, display, and otherwise use customer data to provide, secure, support, and improve the services, subject to the Privacy Policy, applicable agreements, and any Business Associate Agreement.

Third-Party Services

The services may connect to EHRs, telephony providers, messaging providers, cloud services, AI model providers, authentication systems, and other third-party services. Novoflow is not responsible for third-party systems outside its control, and customers are responsible for maintaining the accounts, permissions, and contracts needed for those systems.

Fees

Fees, payment terms, subscription details, usage limits, renewals, and cancellation rights are set out in the applicable order form, statement of work, invoice, or other written agreement. Fees are non-refundable except as expressly stated in the applicable agreement or required by law.

Intellectual Property

Novoflow and its licensors retain all rights in the services, software, models, workflows, documentation, templates, designs, and technology. Feedback may be used by Novoflow without restriction or obligation, unless a separate written agreement says otherwise.

Confidentiality

Each party may receive non-public business, technical, security, or operational information from the other. The receiving party must protect confidential information using reasonable care and use it only for purposes related to the services, unless a separate confidentiality agreement provides different terms.

Disclaimers

The services are provided as-is and as available, except as expressly stated in a signed agreement. Novoflow disclaims warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted operation, error-free operation, and that AI or automation output will always be accurate or complete.

Limitation of Liability

To the maximum extent permitted by law, Novoflow will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, or business interruption. Any liability cap in a signed agreement or order form controls if it conflicts with these Terms.

Termination

Either party may terminate use of the services as allowed by the applicable written agreement. Novoflow may suspend or terminate access for material breach, non-payment, security risk, unlawful use, or misuse of the services. Upon termination, customer data handling will follow the applicable agreement and legal requirements.

Changes

Novoflow may update these Terms from time to time. Updated Terms apply when posted or when otherwise communicated, unless a signed agreement provides a different process. Continued use of the services after an update means you accept the updated Terms.