1. Who this applies to
This Acceptable Use Policy (the "AUP") applies to every user of Clincue: the clinic account owner, invited team members, and any end-user interacting with a clinic's AI receptionist through a Patient Channel. It sits alongside our Terms and Data Processing Agreement. Where this AUP conflicts with the Terms, the Terms take precedence.
2. Clinical scope — what Clincue is not
Clincue is an administrative tool. It is not a medical device, not a triage system, and not a substitute for clinical judgement. You must not configure or instruct the AI receptionist to:
- Diagnose, treat, or manage a medical condition.
- Provide personalised medical, dental, or pharmaceutical advice.
- Assess symptoms or triage urgency without a human clinician in the loop.
- Handle emergencies — the agent must always direct callers to 999 or the nearest A&E when urgency is detected.
Clinics are responsible for reviewing the agent's greeting, persona, and FAQ content to ensure it remains within these boundaries.
3. Prohibited use
You must not use Clincue to:
- Break the law of the United Kingdom, the European Union, or any jurisdiction where you or your patients are located — including UK GDPR / EU GDPR, PECR, the Consumer Rights Act 2015, and the Human Medicines Regulations 2012.
- Send spam, chain messages, or unsolicited marketing over WhatsApp, SMS, email, or voice channels.
- Impersonate a clinician, a specific practitioner, the NHS, the CQC, the MHRA, or any regulator or government body.
- Collect, transmit, or store payment card data through the AI receptionist. Payment is handled exclusively by Paddle as our Merchant of Record.
- Distribute malware, phishing links, or content that infringes intellectual-property or publicity rights.
- Attempt to jailbreak, prompt-inject, reverse-engineer, or extract system prompts, model weights, or non-public credentials from the platform.
- Probe, scan, load-test, or otherwise interfere with the security and integrity of Clincue infrastructure without prior written authorisation.
- Resell, sublicense, or white-label Clincue without a written reseller agreement signed by both parties.
4. Content standards
Every clinic is responsible for the content its agent produces. You must not upload, configure, or knowingly cause the agent to output content that is unlawful, defamatory, discriminatory, sexually explicit, or that promotes self-harm, violence, or hate against any protected group. Where content moderation systems flag repeated violations we may throttle, suspend, or terminate the account under section 6.
5. Rate limits and fair use
Each plan has documented usage allowances (conversations per month, voice minutes, WhatsApp messages). Beyond those, we apply fair-use limits to prevent one clinic from degrading service for others:
- No more than 60 messages per minute from a single visitor session.
- No automated scripts sending traffic to your agent without a documented business reason.
- No embedding the widget on adult, gambling, or non-healthcare sites.
We reserve the right to introduce or adjust rate limits with 14 days' notice to protect platform stability.
6. Consequences of violation
If we reasonably believe an account is violating this AUP we may, in order of severity: contact the account owner for remediation; temporarily disable the offending feature (for example the WhatsApp channel); suspend the account; or terminate the account and delete associated data in accordance with our Privacy Policy. For serious violations — including CSAM, credible threats to life, or ongoing fraud — we may act immediately and without prior notice, and will cooperate with law enforcement as required by law.
7. Reporting abuse
To report a violation of this AUP or a security concern, email abuse@clincue.com. Include the clinic slug, timestamp, and evidence where possible. We acknowledge reports within one business day and follow the process described in our Security page.