Last updated 4 October 2026

Terms of service

These terms

These terms are an agreement between Omelia AI, London, United Kingdom (“Omelia”, “we”) and the clinic or business that signs up (“you”). By using Omelia you accept them. If you sign up for a business, you confirm you may accept them for it.

The service

Omelia provides AI phone and WhatsApp agents, the Omelia app, phone numbers, connections to calendars and CRMs, and support, under the plan you choose. Every agent is built for your clinic, tested, and approved by you before it goes live, and you can pause it at any time.

Your account

Keep your sign-in details safe and tell us straight away if you think someone else has used them. You are responsible for what is done in your account and for the people you invite to it.

Plans, the free trial and payment

  • Plans are billed monthly in advance, at the prices on our pricing page or in your written agreement with us.
  • The free trial lasts the number of days, and includes the minutes and messages, shown when you start it. Nothing is charged during the trial.
  • Use beyond your plan’s allowance is charged at the published rates from your prepaid balance. When the balance runs out, calls are forwarded to your own number.
  • Extra and premium phone numbers, and the costs Meta charges for WhatsApp template messages, are billed as listed.
  • An offer code applies as described when you use it.
  • We may change our prices with 30 days’ notice; a change applies from your next billing period.

The onboarding fee

If we agree an onboarding fee, it is charged when we start building your agents, and it is not refunded once the build has begun.

Cancelling and suspension

You can cancel at any time; your plan runs to the end of the period you have paid for. We may suspend the service if an invoice is unpaid for 14 days after we have told you, or at once if the service is being used unlawfully or puts others at risk.

Your responsibilities

  • Give our agents correct information about your prices, opening hours, treatments and policies. The agents answer from what you give them.
  • Have a lawful reason to contact the people our agents contact, and their consent where the law requires it.
  • Tell your patients in your own privacy notice that you use Omelia, that calls are recorded, and that they may speak to an AI assistant.
  • Do not use Omelia for anything unlawful or deceptive, or to diagnose or give medical advice.
  • Use WhatsApp within Meta’s WhatsApp Business terms.

Medical responsibility

Our agents do not give medical advice and do not diagnose. You remain responsible for your clinical decisions, your prices and anything promised to a patient.

Phone numbers and WhatsApp

Phone numbers we provide are assigned to you while you use Omelia. If you leave, we release the number unless the carrier allows us to transfer it to you. Meta’s WhatsApp Business terms also apply to your WhatsApp line, and Meta decides whether to approve message templates and display names.

Your data

You own your data. We process your patients’ personal data as your processor, under the data processing terms below, and our Privacy policy explains the rest. We may use anonymous, combined figures about how the service performs to run and improve it; they never identify you or your patients.

Availability and support

We work to keep Omelia running at all times but cannot promise it will never be interrupted. If an agent cannot answer, calls go to your fallback number. Support is by email at hello@getomelia.com and through the app.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow to be limited. Apart from that, our total liability in any 12 months is limited to the fees you paid us in those 12 months, and we are not liable for indirect loss or for lost profits or revenue.

Changes to these terms

We will tell you 30 days before a change that affects you. If you keep using Omelia after it takes effect, you accept it; if you do not agree, you can cancel before then.

Governing law

These terms are governed by the law of England and Wales, and its courts have jurisdiction. Where you are a business in Türkiye or the EU, mandatory local law still applies where it must.

Data processing terms

These terms form the data processing agreement between you and Omelia under Article 28 of the UK and EU GDPR and Article 12 of the KVKK.

  • Roles: you are the controller of your patients’ personal data and Omelia is your processor.
  • What is processed: the data described in our Privacy policy under “What our agents handle for clinics”, about your patients, leads and callers, for as long as you use Omelia, to answer, book and follow up for you.
  • Instructions: we process it only on your documented instructions, which are your settings in Omelia and these terms, unless the law requires otherwise; we tell you if we think an instruction breaks the law.
  • Confidentiality: everyone at Omelia with access to it is bound to keep it confidential.
  • Security: we apply the measures described in our Privacy policy and keep them up to date.
  • Sub-processors: you authorise those listed in our Privacy policy. We give you 30 days’ notice before adding one, and you may object; if we cannot address the objection, you can cancel.
  • Transfers outside the UK and EU: covered by the Standard Contractual Clauses, the UK Addendum or an adequacy decision.
  • Help: we help you answer requests from patients, with impact assessments, and with consulting authorities.
  • Breaches: we tell you without undue delay, and within 48 hours of becoming aware of a breach affecting your data.
  • End of service: we hand your data back or delete it within 90 days of your request, apart from what the law makes us keep.
  • Audits: we give you the information you reasonably need to show these terms are met.

Contact

Omelia AI, London, United Kingdom · hello@getomelia.com