Terms of Service

These terms are an agreement between Digitalpharm Ltd, a company registered in England and Wales under number 11444197, whose registered office is at Spaces, 1 Concourse Way, Sheffield City Centre, Sheffield S1 2BJ, trading as AIPA ("we", "us", "AIPA"), and the organisation that subscribes to the service ("you", "the Customer").

By creating an account, installing the AIPA widget or paying a subscription, you accept these terms on behalf of your organisation and confirm you have authority to do so.

AIPA is a hosted software service that scans your pharmacy website, builds a knowledge base from your published content, and provides an assistant that answers patient questions, captures enquiries, runs guided forms and hands over to your team.

• The assistant answers from your own published content and the configuration you set. It is an information tool, not a clinical service.
• AIPA does not provide medical advice, diagnosis, treatment or a clinical check. You remain the responsible healthcare provider for every patient interaction.
• You are responsible for your regulatory obligations, including those of the GPhC, the relevant pharmacy regulator for your jurisdiction, the MHRA and the NHS bodies you work with.
• We may improve, change or retire features. We will give reasonable notice of any change that materially reduces core functionality.

• You must provide accurate registration details and keep your login credentials secure.
• You are responsible for everything done under your account, including by your staff.
• You must tell us promptly at support@pharmacymentor.com if you suspect unauthorised access.
• Each subscription covers the pharmacy business and locations you register. Sharing access with unrelated businesses is not permitted.

• Subscriptions are sold on the plans and prices shown on our pricing page at the time you subscribe. Prices are exclusive of VAT, which is charged where applicable.
• Plans carry limits, including the number of pharmacy locations and the features available. Exceeding a limit may require an upgrade.
• Monthly plans are billed monthly in advance. Annual plans are billed annually in advance.
• Payments are collected by our payment provider. We do not store your full card details.
• If a payment fails, we may suspend the assistant after reasonable notice until the account is brought up to date.
• We may change prices with at least 30 days notice, taking effect at your next renewal.

• Subscriptions renew automatically for the same period unless cancelled before renewal.
• You may cancel at any time from your account or by emailing support@pharmacymentor.com. Cancellation takes effect at the end of the paid period.
• Except where the law requires otherwise, fees already paid are non-refundable and we do not refund part-used periods.
• We may suspend or terminate the service for material breach, unlawful use, or non-payment, giving notice and an opportunity to fix the problem where it is reasonable to do so.
• On termination we will delete or return your data as described in the Data Processing Agreement.

You must not, and must not allow anyone else to:

• Use AIPA to give clinical advice in place of a registered professional, or to supply prescription-only medicines without a lawful process.
• Upload or configure content that is unlawful, misleading, or breaches advertising rules for medicines.
• Attempt to reverse engineer, resell, sublicense or copy the service, or use it to build a competing product.
• Probe, scan or interfere with the security or integrity of the platform, or exceed reasonable usage in a way that degrades service for others.
• Install the widget on a website you do not own or control.

• You keep ownership of your website content, branding, patient data and any material you upload. You grant us a licence to host, process and display it solely to run the service for you.
• You confirm you have the rights to the content we scan and the material you upload.
• We keep ownership of AIPA, including the platform, models, prompts, scanning technology and all improvements. Nothing in these terms transfers those rights.
• We may use aggregated, anonymised statistics that do not identify you or any patient to improve the service.

• AIPA uses large language models. Outputs are generated and can be incomplete or wrong, even when grounded in your content.
• You are responsible for reviewing the assistant's configuration, escalation rules and published content, and for monitoring conversations.
• We provide safety controls, including clinical deflection, human handover and incident alerts. These reduce but do not remove risk.
• You must not present AIPA to patients as a pharmacist, prescriber or other registered professional.

Where AIPA processes personal data of patients and website visitors on your behalf, you are the controller and we are the processor under the UK GDPR and, where you are established in the EU, the EU GDPR. Our Data Processing Agreement forms part of these terms and sets out the processing details, security measures and sub-processors. Our Privacy Policy explains the data we handle as a controller, such as your account and billing details.

• We aim for high availability but do not guarantee uninterrupted service. Maintenance, third-party outages and factors outside our control can affect it.
• Support is provided by email to support@pharmacymentor.com during UK business hours. Response targets vary by plan.
• Any service level commitment applies only if it is stated in a written order form signed by us.

The service is provided on an "as is" and "as available" basis. To the extent permitted by law, we exclude all implied warranties, including fitness for a particular purpose and that the service will be error free or that outputs will be accurate.

• Nothing limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot be limited by law.
• Subject to that, our total liability in any 12 month period is limited to the fees you paid in the 12 months before the claim.
• We are not liable for loss of profit, goodwill, business opportunity, anticipated savings, or indirect or consequential loss.
• We are not liable for clinical decisions, patient outcomes or regulatory findings arising from your use of the service.

You will indemnify us against claims, losses and reasonable costs arising from your breach of these terms, your content, your use of the assistant with patients, or your breach of data protection or pharmacy regulation.

Each party will keep the other's confidential information private and use it only to perform this agreement, except where disclosure is required by law or by a regulator.

• Changes. We may update these terms. Material changes take effect at your next renewal, or on 30 days notice for continuing use.
• Assignment. You may not assign this agreement without our consent. We may assign it as part of a group reorganisation or sale of the business.
• Third parties. No one other than the parties has rights under this agreement.
• Entire agreement. These terms, the Privacy Policy, the Data Processing Agreement and any order form make up the whole agreement.
• Force majeure. Neither party is liable for delays caused by events beyond their reasonable control.

This agreement is governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction over any dispute. The parties will attempt to resolve disputes in good faith before starting proceedings.

Digitalpharm Ltd trading as AIPA, Spaces, 1 Concourse Way, Sheffield City Centre, Sheffield S1 2BJ. Company number 11444197. Email support@pharmacymentor.com.