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Terms of Service

Last updated: 24 March 2026

1. Acceptance of Terms

By accessing or using the Voral platform ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of a medical practice or organisation ("Practice"), you represent that you have authority to bind that entity to these Terms.

2. Definitions

  • "Voral", "we", "us" means Voral Pty Ltd (ABN 81 696 276 669).
  • "Practice", "you" means the medical practice, healthcare organisation, or individual practitioner using the Service.
  • "Service" means the Voral platform including the AI voice assistant (Liza), admin dashboard, Chrome extension, and all associated APIs and integrations.
  • "Patient Data" means personal information collected from or about patients through the Service, including names, phone numbers, dates of birth, call recordings, and transcripts.
  • "Practice Data" means all data provided by or generated for the Practice through the Service, including Patient Data, configuration, and usage data.

3. Service Description

Voral provides AI-powered practice management assistants for Australian medical practices. The Service includes:

  • Automated voice-based appointment scheduling via AI assistant.
  • Integration with supported Practice Management Systems (PMS).
  • Call recording, transcription, and summary generation.
  • Call escalation to human receptionists via Chrome extension.
  • SMS appointment confirmations and follow-up messages.
  • Practice analytics and admin dashboard.

The Service is an administrative scheduling tool. It does not provide medical advice, clinical triage, diagnosis, or health assessments.

4. Data Roles & Responsibilities

For the purposes of the Australian Privacy Act 1988 and these Terms:

  • The Practice is the data controller. You determine what Patient Data is collected, how long it is retained, and how it is used within your practice. You are responsible for obtaining patient consent for call recording and AI-assisted scheduling.
  • Voral is the data processor. We process Patient Data solely on your behalf and in accordance with your instructions (as expressed through your configuration of the Service) and our Privacy Policy.

4.1 Practice Responsibilities

You are responsible for:

  • Obtaining and maintaining appropriate patient consent for call recording and AI-assisted scheduling.
  • Configuring data retention periods that meet your regulatory obligations under applicable state and federal health records legislation.
  • Ensuring your staff access the Service only through authorised accounts and do not share credentials.
  • Updating your own practice privacy policy to disclose the use of AI-assisted scheduling and call recording.
  • Maintaining the security of your PMS credentials and notifying Voral promptly if you suspect they have been compromised.
  • Complying with AHPRA requirements and all applicable Australian laws in your clinical operations.

4.2 Voral Responsibilities

We are responsible for:

  • Processing Patient Data only as necessary to provide the Service and as described in our Privacy Policy.
  • Maintaining the security of data in our custody, including encryption at rest and in transit.
  • Storing all Patient Data in Australia (Sydney region).
  • Notifying you promptly of any data breach affecting your Practice Data.
  • Deleting your Practice Data within 90 days of subscription termination.
  • Applying post-call PII redaction to reduce stored personal information.

5. Data Ownership

You retain ownership of all Practice Data. We do not claim any ownership rights over Patient Data, call recordings, transcripts, or any other data you provide to or generate through the Service. We process this data solely to provide the Service and as described in our Privacy Policy.

Upon termination, we will provide an export of your Practice Data in a standard format within 30 days of your request.

6. User Obligations

  • You must provide accurate practice and contact information during onboarding.
  • You are responsible for maintaining the confidentiality of your account credentials.
  • You must ensure your use of the Service complies with all applicable Australian laws, including privacy legislation and AHPRA requirements.
  • You must not use the Service for any purpose other than scheduling and related administrative functions.
  • You must not attempt to reverse-engineer, decompile, or extract the source code of the Service.

7. Service Availability

We strive to maintain high availability for the Service. However, we do not guarantee uninterrupted availability. Scheduled maintenance windows will be communicated in advance. We are not liable for downtime caused by third-party providers, PMS outages, internet disruptions, or force majeure events.

8. Limitation of Liability

To the maximum extent permitted by Australian law, including the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010):

  • Voral's total aggregate liability for all claims arising from or related to the Service, whether in contract, tort (including negligence), statute, or otherwise, is limited to the total fees paid by you to Voral in the 12 months preceding the event giving rise to the claim.
  • We are not liable for indirect, incidental, consequential, special, or punitive damages, including but not limited to: lost revenue, lost profits, missed appointments, patient no-shows, business interruption, loss of data, or reputational damage, except where such exclusion is prohibited by law.
  • We are not liable for any failure or error in appointment scheduling, PMS integration, or AI-generated recommendations. The Practice remains responsible for verifying appointment accuracy and patient care.
  • We are not liable for any clinical outcomes or patient harm arising from the use of the Service. The Service is an administrative tool and does not provide medical advice.

9. Indemnification

9.1 Practice Indemnification of Voral

You agree to indemnify, defend, and hold harmless Voral and its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

  • Your breach of these Terms or applicable law.
  • Your failure to obtain or maintain appropriate patient consent for call recording or AI-assisted scheduling.
  • Your failure to configure data retention periods that meet your regulatory obligations.
  • Unauthorised access to the Service caused by your failure to secure account credentials or PMS API keys.
  • Any claim by a patient arising from your clinical decisions or practice operations (not from the Service itself).

9.2 Voral Indemnification of Practice

Voral agrees to indemnify, defend, and hold harmless the Practice from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

  • A data breach caused by Voral's negligence or failure to maintain reasonable security measures.
  • Voral's breach of its obligations under these Terms or the Privacy Policy.
  • Any third-party intellectual property claim arising from the Practice's authorised use of the Service.

Voral's indemnification obligations are subject to the liability cap in Section 8.

10. Data Breach Notification

In the event of a data breach affecting your Practice Data, Voral will:

  • Notify your designated contact within 72 hours of becoming aware of the breach.
  • Provide details of the scope, affected data types, and remediation steps taken.
  • Cooperate with you in meeting your notification obligations under the Privacy Act 1988 and the Notifiable Data Breaches (NDB) scheme.
  • Bear the costs of breach notification and remediation to the extent the breach was caused by Voral's negligence.

You are responsible for notifying your own patients and the OAIC where required under the NDB scheme. Voral will assist you in preparing the required notifications.

11. Intellectual Property

The Service, including its software, AI models, user interface, documentation, and branding, is owned by Voral and protected by Australian and international intellectual property laws. These Terms do not grant you any ownership rights in the Service.

We grant you a non-exclusive, non-transferable, revocable licence to use the Service for the duration of your subscription, solely for the purpose of scheduling and related administrative functions within your Practice.

12. Termination

Either party may terminate the Service with 30 days' written notice. No lock-in contracts — you may cancel at any time.

Upon termination:

  • We will provide an export of your Practice Data in a standard format within 30 days of your request.
  • All Practice Data will be permanently deleted within 90 days of subscription termination.
  • Your access to the admin dashboard, Chrome extension, and all APIs will be revoked.
  • Sections 5 (Data Ownership), 8 (Limitation of Liability), 9 (Indemnification), and 14 (Governing Law) survive termination.

13. Changes to Terms

We may update these Terms from time to time. Where we make material changes, we will notify you via email or through the admin dashboard at least 30 days before the changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

14. Governing Law

These Terms are governed by the laws of the State of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria. Nothing in these Terms excludes, restricts, or modifies any rights you may have under the Australian Consumer Law that cannot be excluded by agreement.

15. Contact

Voral Pty Ltd (ABN 81 696 276 669)
327 Springvale Rd, Springvale VIC 3171
Melbourne, Victoria, Australia
Email: hello@voral.ai