Terms & Conditions

Introduction

Welcome to Rebookly.ai (“Rebookly®”, “we”, “our”, or “us”). These Terms and Conditions (“Terms”) govern your access to and use of our website, services, software, and tools, including any related products provided through rebookly.ai (collectively, the “Services”). Rebookly is operated by 2133797 Alberta Ltd., a corporation based in Calgary, Alberta, Canada, doing business as Rebookly.

By accessing or using our Services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you may not use the Services.

These Terms should be read together with our Privacy Policy and Trust & Compliance page, which together describe how we handle data, security, and compliance.

Overview of Services

Rebookly provides a fully managed AI front desk and patient communication automation system built for Canadian wellness clinics using Jane App™. Services include, but are not limited to, two-way SMS messaging, AI-powered conversation handling, missed call recovery, patient re-engagement campaigns, guided booking to your Jane App™ online booking link, website live chat, social messaging, email automation, and review generation workflows.

The Services are delivered through our platform, third-party communication infrastructure, and integrations with scheduling software including Jane App™. Rebookly is designed for business use only. You must operate a registered business and be an authorized representative of that business to subscribe to our Services. Individual users accessing the platform must be at least 18 years old.

Jane App™ is a trademark of Jane Software Inc. Rebookly is an independent service provider and is not affiliated with, endorsed by, or officially partnered with Jane Software Inc. Rebookly’s integration with Jane App™ operates through available application endpoints. We are not responsible for changes to Jane App™ that may affect integration functionality, and we will make reasonable efforts to maintain compatibility as the platform evolves.

Role of the Parties

Under Applicable Privacy Law, the relationship between Rebookly and your clinic is structured as follows:

• Your clinic is the Health Information Custodian (HIC) and the accountable organization under the federal Personal Information Protection and Electronic Documents Act (PIPEDA), applicable provincial privacy legislation, and applicable provincial health privacy legislation such as Ontario’s Personal Health Information Protection Act (PHIPA). Your clinic determines what patient information is collected, how it is used, and how long it is retained.
• Rebookly acts as your service provider and agent under Applicable Privacy Law. We process data only on your instructions and for the purposes of delivering the Services you have configured.
• Your clinic is responsible for obtaining patient consent for communication through the Services and for meeting all applicable regulatory, College, and professional obligations that apply to your practice.

For the purposes of these Terms, “Applicable Privacy Law” means PIPEDA together with applicable provincial legislation including PHIPA (Ontario), PIPA and HIA (Alberta), PIPA BC, Law 25 (Quebec), PHIA (Manitoba, Newfoundland and Labrador, and Nova Scotia), HIPA (Saskatchewan), PHIPAA (New Brunswick), and any other applicable federal or provincial privacy legislation, as amended from time to time.

These Terms, together with our Privacy Policy, are intended to satisfy the “contractual or other means” standard under PIPEDA Principle 4.1.3 and equivalent provincial requirements for ensuring comparable protection of personal information processed on your behalf. Clinics requiring a separately signed data processing agreement for their internal compliance processes should refer to the “Signed Agreements” section below.

Account Registration and Access

To access certain Services, you may be required to create an account and provide accurate, complete information. You are responsible for safeguarding your login credentials and for all activity that occurs under your account. You agree not to share access credentials with unauthorized users or use the platform for any unlawful purpose.

Client Data and Privacy

As part of our Services, you may input or integrate client data, including names, contact information, booking history, and appointment records. You represent that you have obtained all necessary consents to collect, store, and process this data in accordance with CASL, Applicable Privacy Law, and any other applicable regulations.

Rebookly will only use client data to deliver and improve our Services. We will not sell or share client data with third parties unless explicitly authorized or required by law. For full details, see our Privacy Policy.

Rebookly operates as a service provider and agent of the clinic, as described in the “Role of the Parties” section. Clinics are solely responsible for obtaining express or implied consent from patients (as appropriate under CASL and privacy law) before initiating outbound SMS, email, or other automated communication through the platform. Rebookly provides the technical infrastructure to enforce opt-outs and consent status, but the legal obligation to collect and maintain valid consent rests with the clinic.

Rebookly does not access, store, or process clinical health records, chart notes, diagnoses, treatment details, or insurance information. The platform interacts only with appointment scheduling metadata required for communication and booking workflows.

Sensitive Care Categories

Rebookly may be used by clinics providing mental health, counselling, psychotherapy, and other forms of sensitive care. Clinics in these categories acknowledge that:

• Their professional College or regulatory body may impose additional obligations regarding vendor relationships and documentation
• They retain sole responsibility for determining whether Rebookly’s default workflows are appropriate for their patient population
• They are responsible for configuring the Services in a manner consistent with their College’s guidance, including messaging tone, outreach frequency, and opt-out handling
• Rebookly does not provide clinical judgment and should not be used for crisis communication, triage, or any situation where an automated response could cause harm to a patient

Clinics operating in these categories should contact us before onboarding to discuss any configuration adjustments appropriate to their practice.

Security and Safeguards

Rebookly protects data through a combination of administrative, physical, and technical safeguards, including:

• Encryption of data in transit using industry-standard TLS
• Encryption of data at rest on our infrastructure partners’ systems
• Role-based access controls limiting staff and system access to what is needed to deliver the Services
• Periodic review of vendor security practices and operational safeguards

No system is completely secure. While we take reasonable steps to protect data, Rebookly does not guarantee absolute security and is not responsible for unauthorized access resulting from factors outside our reasonable control, including credential compromise on the clinic’s side or security incidents originating with third-party carriers, networks, or platforms.

Breach Notification

In the event of a security incident affecting your clinic’s data, Rebookly will notify you within 72 hours of confirming the incident, where technically feasible. Notification will include the nature of the incident, the categories of data affected, the steps Rebookly is taking in response, and any information reasonably available to help your clinic meet its own notification obligations.

Applicable Privacy Law includes distinct breach notification standards — for example, PIPEDA’s “real risk of significant harm” threshold, PHIPA’s reporting obligations to the Information and Privacy Commissioner of Ontario, and Quebec Law 25’s reporting obligations to the Commission d’accès à l’information. Because your clinic is the Health Information Custodian, final determinations about notification to patients and regulators rest with your clinic. Rebookly supports your decision-making by providing factual information about any incident.

Sub-Processors

Rebookly relies on third-party sub-processors to deliver parts of the Services. These sub-processors fall into the following categories:

• Automation and CRM infrastructure — platform services that power our unified inbox, automations, and integrations
• SMS and voice communication — telecommunications carriers and infrastructure providers that deliver messages and calls
• Cloud hosting — enterprise-grade cloud infrastructure providers
• Scheduling integration — Jane App™ by Jane Software Inc.
• Payment processing — providers that handle billing securely

Our sub-processors operate under their own published Data Processing Agreements and Terms of Service, which include commitments to security, confidentiality, and breach notification practices consistent with Canadian privacy expectations. An updated list of named sub-processors is available on request by emailing [email protected].

By using the Services, you consent to the processing of data by our sub-processors as necessary to deliver the Services.

International Data Transfer

Rebookly’s infrastructure runs on third-party cloud and communication platforms whose servers are located in the United States. As a result, your data — and patient data processed on your behalf — is transferred to, stored in, and processed in the United States. Information stored outside Canada may be subject to the laws and lawful access requirements of those jurisdictions, including access by government authorities.

Applicable Privacy Law generally permits cross-border processing when adequate safeguards are in place. By using the Services, you acknowledge and consent to this cross-border transfer. As the Health Information Custodian, you are responsible for disclosing this transfer to your patients and obtaining any consent required. Clinics operating in Quebec acknowledge that Law 25 imposes additional obligations regarding cross-border transfers, including Transfer Risk Assessments, and should contact us before onboarding to discuss any additional measures appropriate to their practice. We provide template language you may include in your own patient-facing privacy notice.

CASL Compliance

Rebookly is designed to support compliance with the Canadian Anti-Spam Legislation (CASL). However, compliance with CASL is the responsibility of the clinic using the platform. By using Rebookly, you agree that:

• You have obtained express or implied consent from recipients prior to initiating outbound commercial electronic messages through the platform.
• All messages sent through Rebookly on your behalf identify your business and provide a functioning unsubscribe mechanism.
• You will honour all opt-out requests promptly. Rebookly enforces opt-outs automatically at the system level, but you remain legally responsible for ensuring your outreach complies with CASL.
• You will not use the platform to send unsolicited commercial messages or messages that violate CASL.

Rebookly is not responsible for CASL violations arising from your use of the platform.

AI Limitations and No Clinical Advice

Rebookly uses artificial intelligence to handle patient conversations, follow-up, and booking workflows. By using the Services, you acknowledge and agree that:

• AI-generated responses are automated and may not always reflect the nuance, accuracy, or judgment that a trained human would apply. Rebookly makes no guarantee that AI responses will be error-free.
• Rebookly does not provide medical, clinical, psychological, insurance, or legal advice of any kind. The platform is an administrative and communication tool only.
• You and your staff remain responsible for supervising AI conversations, reviewing escalations, and ensuring the accuracy of information communicated to patients.
• Rebookly should not be relied upon for clinical triage, emergency communication, or any situation where an incorrect automated response could cause harm.

Supervision and Division of Responsibility

This section describes how responsibility for Emma’s conversations is divided between Rebookly and your clinic. It expands on the “AI Limitations and No Clinical Advice” section above and does not replace it.

Emma is an artificial intelligence system. AI systems can produce output that is inaccurate, incomplete, or unexpected. No amount of configuration, testing, or refinement eliminates this, and Rebookly does not represent otherwise. You should not use the Services on the assumption that Emma’s output will be correct in every case.

What the Services do to reduce the risk

The Services include the controls below. They are described here so that you know what they do, and equally what they do not do:

• Opt-out requests are enforced automatically at the system level.
• Consent status recorded against a patient is respected by outbound messaging.
• Conversations that fall outside what Emma can answer are escalated to your staff, with the conversation history attached.
• Your staff can pause Emma for an individual patient, and can exclude a patient from all messaging permanently.
• When a member of your staff replies to a patient inside Rebookly, Emma steps back from that conversation so that the two do not overlap.

These controls reduce risk. They do not remove it. Each acts on a rule or a recorded signal, and none of them constitutes judgment. Regular review by a person remains the only reliable method of identifying an answer that is wrong, poorly judged, or inappropriate for a particular patient. Nothing in the Services is a substitute for that review.

What your clinic is responsible for

You acknowledge and agree that:

• You will review Emma’s conversations on a regular basis. Rebookly is designed to be low-effort, not no-effort: the Services reduce the work of patient communication, they do not remove your clinic from it.
• You will act on escalations when they are raised.
• You will maintain do-not-contact status for patients who have asked not to be contacted, and will apply it promptly when such a request reaches your clinic by any route, including in person or by telephone. Rebookly enforces the status recorded in the platform; it cannot act on a request made outside it.
• The information Emma gives patients is drawn from the knowledge base held for your clinic. You are responsible for the accuracy of that information, and an inaccuracy in it will produce an inaccurate answer to a patient.

Overseeing Emma is not the same as operating her. Your clinic does not write the messages, build the workflows, or run the Services day to day — that is what “done for you” describes, and it remains accurate. What your clinic retains is oversight: reading what was said, stepping in where a person is needed, and keeping the information Emma works from correct.

Liability for AI output

To the fullest extent permitted by law, and without limiting the “Limitation of Liability” section below, Rebookly is not liable for any indirect or consequential loss arising from Emma’s output or from the content of any message sent through the Services. This includes, but is not limited to, negative reviews or public feedback, harm to your clinic’s reputation, lost bookings, lost business or revenue, and damage to a relationship between your clinic and a patient.

Payment Terms

Access to certain Services requires a monthly subscription or one-time payment. By subscribing, you agree to recurring billing until you cancel. Subscription fees are billed in Canadian dollars (CAD). Usage-based fees are billed in US dollars (USD) and detailed in the section below.

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing cycle. No refunds are provided for partial billing periods. One-time packages are non-refundable once work has commenced.

Communication & AI Usage Fees

In addition to your monthly software subscription (billed in CAD), you will incur usage-based fees for SMS messaging, AI tools, email, phone communication, and other platform features. These usage charges are billed in USD and calculated based on actual consumption at the end of each billing period.

Usage fees are billed at published per-unit rates that reflect carrier and third-party provider costs. Rates may change based on carrier and provider pricing changes. Rebookly will provide reasonable notice of material rate changes.

Carrier registration and A2P 10DLC compliance fees may also apply for SMS messaging. These are standard industry requirements imposed by North American carriers, charged by carriers rather than by Rebookly. Most clinics see total usage costs of approximately $10–$60 USD per month. One recovered booking typically covers the full month of usage costs.

Carrier and SMS Compliance

Business SMS messaging in North America requires registration under the A2P 10DLC (Application-to-Person 10-Digit Long Code) framework mandated by mobile carriers. By using Rebookly’s SMS features, you authorize Rebookly to register the messaging number and messaging use case with carriers on your behalf. Associated one-time registration fees and ongoing monthly carrier compliance fees apply and will be disclosed during onboarding or invoiced separately.

Rebookly is not responsible for message delivery failures, filtering, or blocking by mobile carriers. Carriers may filter or block messages at their discretion, particularly where content or volume triggers automated spam detection. We will make reasonable efforts to maintain deliverability but cannot guarantee it.

Messaging Number Ownership and Transfer

Rebookly provisions a dedicated messaging number for your clinic. It is the number Emma sends and receives SMS from, and the number your own line forwards unanswered calls to. It is held on Rebookly’s carrier account and billed as usage at the published per-unit rate for phone number rental set out in Communication & AI Usage Fees above.

Your clinic’s own main line is not within the scope of this section. It stays on your own carrier account and is not ported, transferred, hosted, or administered by Rebookly, and nothing in these Terms changes how it operates. Forwarding unanswered calls from your line to the messaging number is a setting on your own account, which you control and can remove at any time.

If you cancel, you may transfer the messaging number to another provider rather than lose it. To do so, submit your transfer request at the time you cancel. That is your only obligation under this section, and the only deadline in it.

The timing is a technical requirement rather than a commercial one. A telephone number can only be transferred while it is still active on the account that holds it, so the request has to reach us while the number is still on ours. Once a cancelled number has been released back to the carrier’s pool it generally cannot be recovered — by Rebookly or by anyone else.

Where a request is submitted at cancellation, Rebookly will keep the messaging number active on its carrier account until the transfer completes, and will provide the written authorization and account details the receiving provider requires.

Keeping the number active is not a continuation of the Services. Your subscription ends as set out in Payment Terms above, and Emma, the assistants, the workspace, and every other part of the Services stop at that point. What continues is the registration of that number on Rebookly’s carrier account, so that it remains transferable. Nothing else does.

The transfer itself is carried out by the provider receiving the number, using that provider’s own process, and that provider confirms when it is complete. Rebookly does not control or schedule a transfer and is not responsible for delays, rejections, or requirements imposed by the receiving provider.

Rebookly charges no fee to release or transfer a messaging number, and you are not billed for the number for the period it is held pending transfer. The provider receiving the number may charge fees of its own, which are that provider’s charges rather than Rebookly’s.

If no transfer request is submitted at the time you cancel, the messaging number is released back to the carrier’s pool and generally cannot be recovered.

Data Return, Retention, and Deletion on Termination

Upon cancellation or termination of your subscription, Rebookly will retain your account data for a period of 30 days, during which you may request an export of your data. After this period, your data may be deleted from our systems in accordance with our data retention policy, with the exceptions noted below. Rebookly is not liable for any data loss following the expiry of this retention period.

The following data categories are retained longer, in accordance with legal and operational requirements:

• Opt-out records — retained indefinitely as required under CASL and carrier compliance frameworks
• Billing records — retained for a minimum of 7 years in accordance with Canadian tax and accounting requirements
• Aggregated, anonymized data — may be retained indefinitely for platform improvement purposes

Appointments your patients booked through your Jane App™ online booking link remain in your Jane App™ account after cancellation, as Jane App™ is your scheduling system of record. Rebookly neither writes to nor deletes Jane App™ data, and does not alter it upon termination.

Clinics may request deletion of specific patient data at any time during or after the subscription by contacting us. Deletion requests will be fulfilled within 30 calendar days, subject to the exceptions above.

Third-Party Services

Rebookly relies on third-party tools and infrastructure including SMS carriers, voice networks, cloud storage, AI providers, and scheduling integrations to deliver parts of the Service. While we select vendors with strong reputations, we do not control their actions and are not liable for third-party service disruptions, outages, pricing changes, or security breaches.

By using Rebookly, you consent to limited, secure data processing by such providers as necessary to deliver the Services.

Force Majeure

Rebookly will not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure results from causes beyond our reasonable control, including but not limited to carrier network outages, third-party API failures, acts of God, internet disruptions, government actions, or other force majeure events. We will make reasonable efforts to restore service as quickly as possible and notify affected customers of material disruptions.

Intellectual Property

All content, software, technology, and AI systems provided by Rebookly are the intellectual property of 2133797 Alberta Ltd. or its licensors. You may not copy, modify, distribute, or repurpose any part of the Services without our written permission.

You retain custody and control of all business and patient data you input into or process through the platform, in accordance with applicable privacy law. Patients retain their own rights to their personal information under PIPEDA and applicable provincial law. Rebookly claims no ownership over clinic or patient data and uses such data only to deliver the Services as described in these Terms and our Privacy Policy.

Trademarks

Rebookly®, the Rebookly logo, and other Rebookly brand elements are registered and unregistered trademarks of 2133797 Alberta Ltd. All rights reserved. Unauthorized use, reproduction, or modification of any Rebookly trademark is prohibited without prior written permission.

Jane App™ is a trademark of Jane Software Inc. and is used here for identification purposes only. All other trademarks referenced on our website or within the Services remain the property of their respective owners.

Acceptable Use

You agree not to use the Services to:

• Send spam, unsolicited messages, or communications that violate CASL or any applicable law.
• Harass, threaten, or send abusive communications to patients or any third party.
• Impersonate any person or entity or misrepresent your affiliation with any business.
• Circumvent consent or opt-out mechanisms built into the platform.
• Use the platform for any purpose other than legitimate business communication and booking workflows.
• Attempt to reverse-engineer, copy, or extract Rebookly’s AI models, workflows, or proprietary systems.

Rebookly reserves the right to suspend or terminate accounts that violate these acceptable use obligations without refund.

Disclaimers

The Services are provided “as is” and “as available.” Rebookly makes no warranties, express or implied, including but not limited to merchantability or fitness for a particular purpose. We do not guarantee that the Services will be error-free or uninterrupted, that AI responses will always be accurate or appropriate, or that use of the Services will result in specific booking, revenue, or retention outcomes for your business.

Limitation of Liability

To the fullest extent permitted by law, Rebookly will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, data, goodwill, or business arising out of your use or inability to use the Services, including but not limited to losses arising from AI errors, SMS delivery failures, carrier disruptions, or integration outages. Our total aggregate liability shall not exceed the amount you paid to Rebookly in the three months preceding the claim.

Indemnification

You agree to indemnify and hold harmless Rebookly and its employees, officers, directors, and partners from any claims, damages, penalties, fines, or expenses (including reasonable legal fees) arising from your use of the Services, your violation of these Terms, your violation of CASL or any applicable privacy law, or your violation of any third-party rights including patient rights.

Governing Law

These Terms are governed by the laws of the Province of Alberta and the federal laws of Canada. Any disputes arising under these Terms will be resolved exclusively in the courts of Alberta, Canada.

Signed Agreements (Optional)

These Terms, together with our Privacy Policy, are intended to satisfy the “contractual or other means” standard under PIPEDA and equivalent provincial requirements for the majority of Canadian clinics. No separately signed agreement is required for most subscribers.

For clinics whose internal compliance processes, professional College guidance, or insurer requirements call for a separately signed data processing agreement — including many clinics providing mental health, counselling, or psychotherapy services — Rebookly provides a standard Data Processing Agreement (DPA) that can be reviewed and signed online.

Review and sign our standard Data Processing Agreement →

If you have already accepted these Terms and later require a separately signed DPA, your clinic’s existing subscription continues uninterrupted. The DPA supplements but does not replace these Terms.

Modifications

We may revise these Terms from time to time. The most current version will always be posted at rebookly.ai/terms-and-conditions. If the changes are material, we will notify you by email or through the platform. By continuing to use the Services after changes become effective, you agree to the revised Terms.

Contact Us

If you have questions about these Terms or need support, email [email protected], or request a Zoom call.

2133797 Alberta Ltd., doing business as Rebookly®
Calgary, Alberta, Canada