HeronScribe Terms of Service

Last updated: 2 November 2026

Contact. If you have a question or experience any issue with the Service, including a billing matter, an error in a generated note, an outage or a suspected privacy or security incident, please contact HeronScribe at hello@heronscribe.app. We will respond and work with you to resolve the matter. The sections below set out these Terms in full.

1. About these Terms

These Terms are the agreement between HeronScribe Pty Ltd (ABN 55 702 370 447) ("HeronScribe", "we", "us") and the optometry practice that subscribes to HeronScribe (the "Practice", "you"). They apply from the moment a Practice creates an account or starts a free trial.

The Data Processing Agreement (DPA) and the Privacy Policy form part of this agreement. If they conflict with these Terms on how patient information is handled, the DPA prevails.

In these Terms:

• Service means the HeronScribe web application, including recording, transcription, note generation, templates and billing tools.
• Authorised User means a clinician or staff member of the Practice whom the Practice allows to use the Service.
• Owner means the Authorised User who holds the Practice's billing and administrative rights.
• Clinical Content means recordings, transcripts, notes and templates entered into or produced by the Service for the Practice.
• FTE unit means one half of a full-time-equivalent optometrist. A Practice's subscription is priced per FTE unit.

2. Accounts and Authorised Users

• A Practice must be a real optometry business, and the person registering must have authority to bind it to these Terms.
• You must give accurate registration details and keep them up to date.
• Each Authorised User signs in with their own login. Logins must not be shared.
• Only registered optometrists and staff working under the Practice's supervision may be Authorised Users.
• The Practice decides who its Authorised Users are. Anyone who has the Practice's invite code can join the Practice, so the Practice must share the code only with people it authorises. The Practice must tell HeronScribe at hello@heronscribe.app when someone leaves, so that we can remove their access.
• The Practice is responsible for everything done under its accounts.
• Before the Practice uses the Service with patient information, the Owner must accept the DPA and the Privacy Policy on the Practice's behalf.

3. Free trial, subscription and fees

Free trial. Each Practice gets a 30-day free trial. It starts when the Owner first accepts the DPA. No card is needed to start. If the Owner has not subscribed when the trial ends, access continues for a further 3 days and is then suspended until a subscription is started.

Fees. Prices are in Australian dollars. HeronScribe is not currently registered for GST, so no GST is charged. If HeronScribe becomes registered, GST will be added to the fees from the date of registration, and we will give notice before it applies.

Billing.

• Only the Owner can subscribe, change the number of FTE units, or cancel. HeronScribe may also cancel a subscription at the Owner's request or as set out in section 9.
• Payment is taken by card through our payment provider, Stripe. We do not store card details.
• Monthly subscriptions renew each month and yearly subscriptions each year, until cancelled.
• If the number of FTE units changes, the charge is adjusted as shown in the billing portal.
• If a payment fails, we will email the Owner and retry. Access continues for 7 days from the first failed payment. If payment is not made by the end of that period, access to the Service is suspended until payment is made.

Cancelling. The Owner can cancel at any time in the billing portal. The subscription ends at the end of the period already paid for, and access to the Service ends at that time. Fees already paid are not refunded for a part-used billing period, except where the law requires a refund.

Price changes. We may change prices with at least 30 days' written notice. The new price applies from the next renewal.

4. Clinical responsibility

HeronScribe is a documentation aid. It is not a medical device, and it does not provide clinical advice or make clinical decisions.

• Notes, letters and other output are AI-generated drafts. They can contain errors, omissions or wording the clinician did not say.
• The treating clinician must read and verify every output before relying on it, saving it to the patient record or sending it to anyone.
• The clinician stays solely responsible for the care they give and the records they keep, including their professional and regulatory obligations.
• Transcripts can mishear words, drug names, numbers and laterality (left and right). Check these in particular.
• The Practice is responsible for obtaining any patient consent needed to record a consultation, and for telling patients how AI tools are used. The Service provides a consent prompt, but the Practice remains responsible.

5. Acceptable use

The Practice and its Authorised Users must not:

• use the Service unlawfully, or to record anyone without any consent the law requires
• upload content they have no right to use
• share logins, or let anyone outside the Practice use the Service
• try to access another practice's data, or probe, scan or test the Service's security without our written permission
• copy, resell, reverse-engineer or build a competing product from the Service
• overload the Service, including by automated or bulk use
• use the Service for anything other than the Practice's own clinical documentation

We can remove content or suspend access that breaches this section.

6. Service availability and support

• We aim to keep the Service available, but we do not promise it will be uninterrupted or error-free, and we do not guarantee any particular level of availability.
• The Service depends on third-party providers for transcription, AI processing, hosting and payments. Outages or changes at those providers can affect it.
• We may carry out maintenance and will try to do it outside clinic hours and give notice where we can.
• Because the Service may be unavailable, the Practice should keep a fallback way to take clinical notes.
• Any question or issue with the Service, including billing matters, outages, errors in a note and any suspected privacy or security incident, should be reported to HeronScribe at hello@heronscribe.app. We respond during Australian business days and make no promise of response times.
• Features may be added, changed or retired. We will not remove a core feature without reasonable notice.

7. Privacy, patient information and the DPA

• The Practice owns its Clinical Content and remains responsible for the patient information it puts into the Service.
• HeronScribe handles patient information only as the DPA and the Privacy Policy describe, and only to provide the Service to the Practice.
• The Practice must read and accept the DPA and the Privacy Policy before using the Service with patient information. Acceptance is recorded with a date and version.
• The DPA covers where data is processed, the providers we use, security measures, how long data is kept, and what happens if there is a data breach.
• If the Privacy Policy or DPA is updated, the Owner will be asked to accept the new version.
• The Practice must not enter patient information it is not allowed to disclose.

8. Intellectual property

• HeronScribe owns the Service, its software, design, prompts and branding. These Terms give the Practice only a right to use the Service while subscribed. The right is limited, non-exclusive and cannot be transferred.
• The Practice owns its Clinical Content, including the notes and letters produced for it. We take no ownership of them.
• The Practice gives us permission to process its Clinical Content only as needed to provide the Service and as the DPA allows.
• Feedback and suggestions the Practice sends us may be used by us to improve the Service, without payment or credit.
• Templates the Practice creates remain the Practice's. Style settings learned from the Practice's own notes are used only for that Practice.

9. Suspension and termination

By the Practice. The Owner can cancel at any time (see section 3).

By us. We may suspend or end access if:

• the Practice breaches these Terms, the DPA or the law, and does not fix it within 14 days of our notice (or straight away if the breach is serious or puts patients, other practices or the Service at risk)
• a payment is overdue after the grace period
• we are required to by law or by a regulator
• we stop offering the Service, in which case we will give at least 60 days' notice and refund any prepaid period that is left

After the account ends.

• HeronScribe does not keep consultation recordings, transcripts or generated notes as permanent records (see the DPA). The Practice must keep the clinical records it needs in its own systems, and copy notes out of the Service before the subscription ends.
• If the Practice asks in writing within 30 days after the end date, we will provide a copy of the templates, saved contacts and style settings held for the Practice.
• After that, we delete the account and that information as the DPA describes. Backups and provider systems may hold copies for longer, as the DPA explains.
• Sections that by their nature should continue (payment owed, intellectual property, liability, governing law) survive.

10. Warranties, liability and indemnity

This section limits what each party can be held responsible for.

• The Service is provided "as is". To the extent the law allows, we give no warranty that it is accurate, complete or fit for a particular purpose.
• Nothing in these Terms excludes or limits any right the Practice has under the Australian Consumer Law or any law that cannot be excluded.
• Subject to that, we are not liable for indirect or consequential loss, loss of profit or goodwill, or loss arising from a clinician relying on unverified AI output.
• Subject to that, our total liability for all claims in any 12-month period is limited to the fees the Practice paid us in the 12 months before the claim.
• The Practice will cover our reasonable losses from claims brought by a third party (including a patient) that arise from the Practice's breach of these Terms, its failure to obtain patient consent, or its use of unverified output.
• Neither party is liable for delay or failure caused by events outside its reasonable control, including outages at internet, hosting or AI providers.

11. Changes, general terms and contact

• Changes. We may update these Terms. For a material change we will give at least 30 days' notice by email to the Owner. Continuing to use the Service after that date means the Practice accepts the change. If it does not, it can cancel before the date.
• Whole agreement. These Terms, the DPA and the Privacy Policy are the whole agreement and replace earlier discussions.
• Notices. We send notices to the Owner's email address. The Practice sends notices to hello@heronscribe.app.
• Assignment. The Practice may not transfer its rights without our written consent. We may transfer ours as part of a sale of the business, with notice.
• Severability. If part of these Terms is unenforceable, the rest still applies.
• Governing law. The laws of Queensland, Australia apply. Both parties submit to the courts of Queensland.
• Disputes. The parties will first try to resolve a dispute by talking to each other in good faith for 30 days before starting court action.

Contact: HeronScribe Pty Ltd (ABN 55 702 370 447), hello@heronscribe.app