Less than a fortnight of a receptionist.

Our first-month guarantee. If, during your first month, the assistant fails to answer a call or message routed to it, we refund your first month's subscription fee. The setup fee is not part of this guarantee.

Your first month is the 30 days that start on the day your first channel goes live, as shown in your portal. A channel that goes live later is covered from the day it goes live until the end of those 30 days. A channel that goes live after your first month ends is not covered.

Routed to it means: a phone call your carrier forwards to the healdesk number assigned to your practice, from the moment your carrier's record or ours shows the forward; a message a visitor sends from the healdesk widget on your website; and an Instagram, Messenger or WhatsApp message sent to an account you connected while that channel was switched on. A call or message that was routed to us and that our systems or our suppliers failed to receive still counts as routed.

Answered means: on a call, the assistant starts its opening line within 10 seconds of the call reaching us and the call is not later cut off by our systems or our suppliers; on a message, the assistant's first reply is sent within 60 seconds of the message reaching us. A fixed safety reply, such as the one given when someone reports an urgent symptom, counts as an answer. A fixed line sent only because our systems or our suppliers had failed does not.

What does not count: calls and messages that reach us while you have paused the assistant or switched that channel off, while your service is suspended for non-payment, or after your monthly allowance has run out and your setting is "Stop and fall back"; calls the caller ends within 5 seconds of reaching us; and calls and messages that never reach us because of your phone carrier, your call-forwarding settings, your website, the visitor's connection, or Meta. A call the caller ends after 5 seconds and before the opening line has started does count as missed. A call or message that reaches us and is not answered because our systems or one of our suppliers failed counts as missed whatever the cause of that failure, even if the call then forwards to your own line; an event outside our control does not excuse it. Our suppliers are the companies we choose to run the service: telephony and speech, the language model, and hosting. Your carrier, Google and Meta are not our suppliers.

How to claim. Within 30 days after your first month ends, the account owner emails hello@healdesk.io from the owner's address and asks us to check, giving the date, time and channel of any call or message you believe was missed, if you have one. We check our own records and any record you send us: a call record from your phone carrier, or a screenshot of an unanswered message in your Instagram, Messenger or WhatsApp inbox. Send dates and times, not names: black out every phone number on a carrier record or screenshot except its last four digits, and never send a transcript. A call your carrier's record shows forwarded to your healdesk number, or a message your inbox shows with no reply from us within the time above, counts as missed unless our records show it was answered, or show that it never left your carrier or Meta. We tell you our finding within 10 business days of your claim. If one call or message was missed, we refund your first month's subscription fee to the payment method you paid with, within 14 days of that finding, and tell you what failed. If our own records show a miss, we tell the account owner by email within 7 days of recording it, whether or not you have claimed.

Limits. One refund per practice, meaning one account, however many locations or channels it has. On an annual plan, the refund is one month at your plan's annual per-month price, meaning the annual fee divided by twelve. You do not have to cancel to claim; if you stay, the service continues as normal. This refund is your only remedy for a call or message missed during your first month. It does not limit your rights under the Business Associate Agreement, or for anything other than the missed call or message itself.