Terms and Conditions

Telos · Contact and inquiries: [email protected] · WhatsApp +52 221 654 2862 · Monday to Friday, 10:00–19:00, central Mexico time.

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 the WhatsApp conversations of its business 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. Business use

Telos is a service designed for individuals and organizations that use it in their business or professional activity, including serving their own customers. Contracting Telos does not limit or exclude the non-waivable rights that any person has under applicable law.

6. Prices and payment

The current plan prices are shown before you subscribe. When a price is expressed as a base amount plus VAT (IVA), Telos will also show the total amount payable, tax included. Charges are made in Mexican pesos, in advance, through Stripe. Before you confirm the subscription, you are shown the chosen plan, the total amount, the billing frequency and, where applicable, the date or period of the next renewal.

If you subscribe without a trial, the service is activated once payment is confirmed.

7-day trial. On the Essential, Professional and Business monthly plans you can start with a 7-day trial; the Max 5×, Max 10× and Max 20× plans have no trial. There is only one trial per person, per business and per card, and the trial does not restart if you cancel and come back. There is no annual plan yet. To start it you provide a card and expressly agree, through a checkbox that is not pre-checked, that when the trial ends, on the date shown to you, the monthly price of the plan you chose, VAT included, will be charged, and that it will keep being charged every month until you cancel. Nothing is charged when the trial starts. On the first day we email you the date of the first charge, the amount, the billing frequency and how to cancel. You can cancel at any time, immediately, from your dashboard; if you cancel during the trial, you are not charged. If you do not cancel, the charge is made automatically on the date shown and the service continues like any subscription. The trial is the same on all three plans: capacity is limited during the trial, whichever plan you chose.

If a charge fails. If the first charge after the trial fails, the service stops at that moment and we let you know by email. On later renewals, we try to charge again and let you know before suspending.

7. Renewal

Recurring plans renew automatically for successive periods until cancellation is requested. By subscribing to a recurring plan you expressly authorize the corresponding charges, according to the price and frequency shown to you before payment. Where applicable law requires it, Telos will send the prior renewal notice within the corresponding legal period.

8. Price changes

Telos may update the prices of its plans. If a change applies to your subscription, we will notify you by email at least 30 days before your next renewal; if you do not agree, you can cancel the renewal without penalty before the new price applies.

9. Cancellation

There is no minimum term. You can cancel the renewal of your subscription at any time from Plan & billing → Manage my subscription, or ask for help at [email protected]. Cancellation of the renewal is recorded immediately and prevents charges for subsequent periods. Unless applicable law provides otherwise, you can keep using the service until the end of the period you have already paid for.

10. Refunds

Telos does not offer voluntary refunds for periods already paid merely because you cancel before they end, stop using the service or do not use all the capacity included in your plan. Cancelling a subscription does not, in itself, give rise to a pro-rata refund of the period already paid. Telos will correct duplicate or erroneous charges. If Telos permanently ends a period already paid for a reason not attributable to the customer and does not provide the remaining service, it will refund, where applicable, the pro-rata amount for the part not provided. Nothing in the foregoing limits the refunds, returns, credits, compensation or other remedies that are mandatory under applicable law.

11. 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.

12. 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.

13. Privacy and personal data

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

14. 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.

15. Inquiries and complaints

You can contact Telos at [email protected], Monday to Friday from 10:00 to 19:00, central Mexico time. Telos's means of contact are at the beginning of these Terms. Nothing in these Terms limits the complaint, conciliation or defense mechanisms available under applicable law.

16. Governing law and jurisdiction

These Terms are governed by Mexican law. The parties submit to the competent courts of the city of Puebla, Puebla, without prejudice to any jurisdiction or non-waivable rights that apply under applicable law.

17. Contact

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

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