Terms of Service

Acceptance of Terms

By accessing or using the Glace platform (the "Platform"), operated by Glace Technologies Inc. ("Glace", "we", "us", or "our"), available at https://glace.sh or its subdomains, including demo.glace.sh and app.glace.sh, you agree to these Terms of Service ("Terms") and our Privacy Policy available at https://glace.sh/privacy/. If you do not agree with any part of these Terms or the Privacy Policy, you must refrain from using the Platform.

Description of Service

Glace is a patient education and acquisition platform for healthcare practices, operated as one integrated system across marketing and front-desk operations. The Platform brings together clinically-reviewed patient education content and creative (including educational videos, condition explainers, procedure walkthroughs, and multilingual series), performance advertising measured on booked appointments, search and generative engine optimization (SEO and GEO), AI voice agents and AI receptionists that answer calls, book appointments, and handle patient follow-ups, and scheduling integration and attribution that connects with practice tools such as Acuity, Jane, SimplePractice, and Calendly, to tie each booking to the content or campaign that drove it. We reserve the right, at our sole discretion, to modify, suspend, enhance, or discontinue any or all aspects of the Platform, temporarily or permanently, at any time and without prior notice or liability.

User Accounts

To access specific features of the Platform, you must register and create a user account. You agree to provide true, accurate, current, and complete information during registration and to maintain and promptly update your information to keep it accurate and complete. You are solely responsible for safeguarding your account credentials, including passwords, and for all activities occurring under your account. You must immediately notify Glace if you suspect unauthorized use of your account.

Fees

Paid features of the Platform are provided under the pricing agreed in a mutually executed order form, proposal, or subscription plan. Unless otherwise agreed in writing, fees are due as invoiced, are non-refundable, and are exclusive of taxes, which are your responsibility other than taxes on Glace's income. Glace may suspend access to paid features for accounts with overdue balances after reasonable notice.

Demos, Pilots, and Beta Features

Glace may make demonstration environments, pilots, or beta features available to you, including at demo.glace.sh. These are provided "as is" and "as available," without warranties, support commitments, or service levels of any kind, and Glace may modify, suspend, or discontinue them at any time. You agree not to submit protected health information to a demonstration or evaluation environment unless a Business Associate Agreement ("BAA") covering that environment is in place between you and Glace.

User Content & License

You retain full ownership and intellectual property rights over any brand assets, media, images, text, patient-facing content, or other materials ("Your Content") that you upload, submit, approve, or generate through the Platform. By using the Platform, you grant Glace a non-exclusive, worldwide, royalty-free, transferable, sublicensable license to use, copy, store, analyze, process, and display Your Content solely for the purpose of operating, providing, and improving the Platform. We will not use your name, logo, or Your Content in case studies or marketing materials without your prior written consent. Any protected health information or patient information within Your Content is governed by the applicable BAA and our Privacy Policy, not by this license.

Business Associate Agreement

Where Glace creates, receives, maintains, or transmits protected health information ("PHI") on behalf of your practice, Glace acts as your business associate under the Health Insurance Portability and Accountability Act of 1996 and its implementing regulations (collectively, "HIPAA"). Glace enters into a BAA with each practice before receiving or processing PHI. Our standard form BAA is published on our website. In the event of any conflict between these Terms and the BAA executed with your organization, the BAA controls.

No Medical Advice and Clinical Responsibility

Glace is a technology and marketing platform, not a healthcare provider. Content, communications, and materials produced or delivered through the Platform, including patient education content and interactions handled by AI voice agents or receptionists, are provided for informational and operational purposes only and do not constitute medical, clinical, legal, or other professional advice, diagnosis, or treatment. You, as the practice, are solely responsible for reviewing and approving any content or communication before it reaches a patient, and for its clinical accuracy, appropriateness, and compliance with the laws and professional standards that apply to your practice. Glace does not practice medicine, does not establish a provider-patient relationship, and is not a substitute for the professional judgment of a licensed healthcare provider. The Platform is not a medical device and is not intended to be used for diagnosis, treatment decisions, or emergencies.

AI Features and Output

Portions of the Platform use artificial intelligence and machine learning, including AI voice agents, AI receptionists, and generative content tools. You acknowledge that, due to the probabilistic nature of these technologies, output generated by the Platform ("Output") may in some cases be inaccurate, incomplete, or otherwise not suited to your intended use, and may not be unique to you. Subject to your compliance with these Terms, Glace assigns to you the nonexclusive right, title, and interest in the Output generated for your practice. Glace retains the right to use and modify the information you provide to the Platform and the Output to provide, maintain, secure, develop, and improve the Platform and Glace's models, algorithms, and related systems and technologies, provided that PHI is used only as permitted by the applicable BAA and any de-identified data is handled as described below. You agree to evaluate Output as appropriate for its use case, including through human review and the exercise of appropriate professional judgment, before relying on it or allowing it to reach a patient, and you remain solely responsible for decisions and actions taken based on Output. To the fullest extent permitted by law, Glace has no liability for any loss or damage relating to any claims arising from the information you provide to the Platform, the Output, your use of the Platform, or your use of the Output.

Patient Communications and Consents

Certain Platform features place, receive, or record calls and send messages to patients on your behalf, including through AI voice agents that use artificial or prerecorded voice technology. You are solely responsible for ensuring that your use of these features complies with the laws that apply to your practice and your patients, and for obtaining and documenting all legally required consents and providing all legally required notices, including:

• Prior express consent for calls and text messages where required by the Telephone Consumer Protection Act and similar federal, state, and local laws, including rules applicable to artificial and prerecorded voices and AI-generated voices.
• Consent to call recording or monitoring in jurisdictions that require the consent of all parties to a conversation.
• Disclosures that a patient is interacting with an automated or AI system where required by applicable law, including state laws governing the use of generative AI in patient communications.
• Honoring patient opt-outs, do-not-call requests, and consent revocations, and keeping the patient contact information you provide to the Platform accurate and current.

Glace provides configuration options to support these obligations, such as AI identification messages and opt-out handling, but you are responsible for enabling and using them in the manner the law requires of your practice.

De-identified and Aggregate Data

De-identified data does not identify you, your practice, or any patient. Glace may create de-identified data from information processed through the Platform, including PHI de-identified in accordance with the standards at 45 CFR 164.514 where a BAA is in place, and may use de-identified and aggregate data to operate, maintain, evaluate, and improve the Platform and to develop new products and services. Glace commits that it will not attempt to re-identify de-identified data and will contractually require any recipient of such data to make the same commitment. De-identified and aggregate data is not PHI and is not governed by the BAA.

Feedback

If you provide suggestions, ideas, or other feedback about the Platform, you grant Glace a perpetual, irrevocable, royalty-free license to use that feedback for any business purpose without obligation to you. Feedback does not include Your Content or PHI.

Prohibited Conduct

You agree not to engage in any of the following prohibited activities:

• Uploading, transmitting, or creating content that is unlawful, defamatory, obscene, harmful, harassing, infringing, or otherwise objectionable.
• Attempting unauthorized access or bypassing security measures of the Platform.
• Using automated scripts, bots, or similar tools that may disrupt or overload our systems.
• Copying, modifying, or reverse engineering any portion of the Platform.
• Using the Platform or any Output to train, develop, or improve any artificial intelligence model or any product or service that competes with the Platform, or engaging in model scraping.
• Disclosing benchmarks or performance evaluations of the Platform to third parties, or accessing the Platform on behalf of a competitor of Glace.

Glace reserves the right to suspend or terminate your account immediately and remove any violating content without prior notice if you breach these restrictions.

Intellectual Property

All intellectual property rights associated with the Platform, including software, algorithms, user interfaces, designs, trademarks, documentation, and any other proprietary elements, are owned by or licensed to Glace. You agree not to reproduce, modify, distribute, create derivative works from, or otherwise exploit any Glace intellectual property without explicit prior written permission from Glace.

Privacy and Data Protection

Your use of the Platform is subject to our Privacy Policy, which describes how we collect, store, and utilize personal and non-personal data. By using the Platform, you consent to the practices detailed in our Privacy Policy.

Termination

Glace reserves the right to suspend or terminate your access to the Platform, without notice, for violations of these Terms, inactivity, or for any reason at our sole discretion. Upon termination, your rights to use the Platform cease immediately; however, sections of these Terms concerning intellectual property, licenses, disclaimers, liability limitations, and dispute resolutions will continue to apply. Glace makes no warranty regarding the quality of any information or content provided through the Platform.

Disclaimer of Warranties

The Platform is provided "as is" and "as available," without warranties of any kind, whether express or implied. Glace disclaims all warranties, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from usage of trade or course of dealing.

Limitation of Liability

To the fullest extent permitted by law, Glace will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenues, data, or business interruption arising directly or indirectly from your use or inability to use the Platform, even if Glace has been advised of the possibility of such damages.

To the fullest extent permitted by law, Glace's total cumulative liability arising out of or relating to these Terms or the Platform, regardless of the theory of liability, will not exceed the amounts actually paid by you to Glace for the Platform in the six months immediately preceding the event giving rise to the claim, or $100 if you have not paid any fees to Glace, such as during a demo, pilot, or free evaluation. These limitations do not apply to liability that cannot be limited under applicable law.

Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above limitations and exclusions may not apply to you. Nothing in these Terms excludes liability for death or personal injury caused by negligence, or for fraudulent misrepresentation, where such liability cannot lawfully be excluded.

Indemnification

You agree to indemnify, defend, and hold harmless Glace, its affiliates, officers, directors, employees, agents, and licensors from any claims, damages, liabilities, costs, or expenses (including reasonable attorneys' fees) arising from or related to your use of the Platform, Your Content, or any violation of these Terms.

Modifications to Terms

Glace may revise these Terms from time to time at our discretion. Updated versions of the Terms will be posted on our website along with the effective date. Your continued use of the Platform following any changes signifies your acceptance of the updated Terms.

Governing Law and Jurisdiction

These Terms are governed by the laws of the State of Delaware, United States, without giving effect to its conflicts of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply. Any dispute arising under or relating to these Terms will be resolved exclusively in the state or federal courts located in Delaware, and each party irrevocably consents to the personal jurisdiction and venue of those courts. If your organization has entered into a separate written services agreement or order form with Glace that specifies a different governing law or forum, that agreement controls for disputes within its scope.

Integration

These Terms constitute the entire agreement between you and Glace with respect to access and use of the Platform, and supersede all prior or contemporaneous communications and agreements (whether oral, written, or electronic) between you and Glace with respect to the Platform. If any provision hereunder is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the Terms hereunder will otherwise remain in full force and effect and enforceable.

General Provisions

Your rights and obligations hereunder are personal to you, and are not assignable, transferable, or sublicensable by you except with Glace's prior written consent. Glace may subcontract, delegate, assign, or otherwise transfer any or all of its rights, licenses, and obligations hereunder without your consent. All waivers, consents, and modifications must be in a writing signed by both parties, except as otherwise provided herein. No agency, partnership, joint venture, or employment relationship is created, and neither party has any authority of any kind to bind the other in any respect. All notices will be in writing, in English, and will be deemed to have been duly given when received, if personally delivered or sent by certified or registered mail or express courier, return receipt requested; or when receipt is electronically confirmed, if transmitted by facsimile or e-mail. All rights not expressly granted herein are reserved.

Waiver

The failure of Glace to exercise or enforce any right or provision shall not constitute a waiver of such right or provision.

Contact Information

For questions, concerns, or additional information regarding these Terms, please contact us at contact@glace.sh.