Terms and Conditions

These Terms and Conditions (hereinafter, the "Terms") govern access to and use of the website telosgroup.com.mx and the services known as Telos Receptionist and other products of the Telos ecosystem (collectively, the "Services"), provided by Telos Group (hereinafter, "Telos").

By using the Services, you accept these Terms in full. If you do not agree, please do not use the Services.

1. Service description

Telos Receptionist is a software service that operates as an AI-powered digital receptionist over the WhatsApp Business platform, handling conversations, scheduling appointments and sending automatic reminders on behalf of the contracting client (typically a clinic, practice or appointment-based business).

The service is provided under a software-as-a-service (SaaS) model with per-client configuration.

2. Account and onboarding

To use Telos Receptionist, the client must:

• Provide truthful information about their business, services, hours and catalog.
• Have an active WhatsApp Business number or be willing to obtain one during onboarding.
• Accept the applicable terms and policies of the WhatsApp Business API and of Meta Platforms, Inc.
• Designate a person responsible on the client's side for operational coordination.

3. Client obligations

The client agrees to:

• Keep the information of their catalog, hours and prices up to date.
• Attend to and follow up on conversations that the bot escalates to a human.
• Comply with all laws applicable to their activity, including health, professional and personal-data-protection regulations of their own patients or clients.
• Not use the Services for unlawful, fraudulent or discriminatory purposes, nor to send unsolicited communications (spam) in violation of Meta and WhatsApp policies.
• Make timely payments for the contracted service.

4. Nature of artificial intelligence

Telos Receptionist uses artificial intelligence language models. While we design the system carefully so that responses are accurate, clear and useful, the client acknowledges that:

• The bot's responses are generated automatically and may contain occasional inaccuracies.
• The bot does not replace medical, professional or emergency advice. In sensitive or urgent cases, the flow is designed to escalate to a human.
• The client is ultimately responsible for the content configured in their catalog and for the operational decisions they make based on the conversations.

5. Payments and term

The Services are offered through defined plans published on the site. The applicable price is the one corresponding to the plan chosen by the client. Payment is processed through Stripe in Mexican pesos (MXN) and the service is activated once payment is confirmed. There is no free trial period.

The subscription renews automatically according to the periodicity of the contracted plan. The client may cancel at any time from their dashboard or by writing to Telos, with no penalty. Cancellation stops future renewals and access is retained until the end of the period already paid. Non-payment entitles Telos to suspend the service upon prior notice.

5 bis. 30-day money-back guarantee

If Telos doesn't work for you, we give your money back. You have 30 calendar days from the moment your service is activated to request a refund of what you paid, by writing to us from your account email. We don't ask for reasons and there is no fine print: the service is cancelled and the current period's payment is refunded.

After those 30 days you can still cancel whenever you want, with no penalty, but refunds are no longer issued for the current period: the service stays active until what you already paid for runs out.

The guarantee covers sign-up — your first subscription. The annual plan, once it exists, is offered from the third month of service onward, by which point the sign-up guarantee has already expired, so in practice the two do not overlap. Should they ever overlap, a refund on the annual plan is calculated net of what you have already used: you get back what you paid minus the months of service consumed.

Refunds are processed through the same channel as the payment and may take as long as your bank takes. If we already issued an invoice, we issue the corresponding credit note.

6. Intellectual property

The software, configuration models, templates, flow diagrams, texts and marks associated with Telos are the property of Telos Group and/or its licensors. Contracting the service grants the client a license to use, not a transfer of ownership.

The client retains ownership of the content they provide (catalog, brand, data of their patients or clients) and grants Telos a limited license to process it in the provision of the Service.

7. Limitation of liability

To the maximum extent permitted by law:

• Telos will not be liable for indirect, incidental or special damages, lost profits or data loss arising from the use of the Services.
• Telos's total cumulative liability to a client, for any cause, will not exceed the amount paid by that client in the three (3) months prior to the event giving rise to the liability.
• Telos is not responsible for interruptions of WhatsApp, AI providers, hosting infrastructure or any third-party service outside its direct control.
• The service is in an early launch stage. Telos makes its best effort to maintain continuous availability and quality, but does not guarantee uninterrupted availability or specific results during this stage.

8. Privacy and personal data

The processing of personal data is governed by our Privacy Notice, which forms an integral part of these Terms.

9. Modifications

Telos may modify these Terms. Modifications will be published on this same page with the last-updated date clearly visible. Continued use of the Services after a modification implies acceptance of the new terms.

10. Governing law and jurisdiction

These Terms are governed by the laws of the United Mexican States. For their interpretation, performance and enforcement, the parties submit to the jurisdiction of the competent courts of Mexico City, waiving any other jurisdiction that may correspond to them by reason of their present or future domicile.

11. Contact

For any questions about these Terms, write to us at [email protected].