Business Terms & Test Terms

1. Who we are

These terms are issued by CTAM Ltd (trading as Full Diary Ops).
Company No: 05491288 (England & Wales) | ICO: Z9179403
Registered Address: 3, Queens Terrace, Exeter, Devon, EX4 4HR
Email: legal@fulldiaryops.com

2. What Full Diary Ops provides

Full Diary Ops provides healthcare-adjacent reception cover for selected clinic call types. It can answer approved administrative questions, follow approved booking rules, capture caller requests, escalate when unclear and produce a Call Brief after each handled call.

Full Diary Ops is not a clinical advice, diagnosis, treatment suitability, triage, emergency or safeguarding service.

3. Demo and clinic test calls

• Demo calls are for evaluation and may use fictional, sample or non-identifiable scenarios.
• A clinic test call is used to hear how Abby handles a selected scenario using likely clinic instructions.
• The clinic must agree the information, wording and boundaries used in a test before relying on it with real callers.
• Recordings or transcripts may be used for review, quality, support and setup where disclosed and appropriate.

4. 7-day Reception Cover Test

The 7-day Reception Cover Test is a controlled test on agreed call routes. It is designed to help a clinic decide from evidence rather than promises.

• The test is limited to agreed call types and agreed clinic instructions.
• The clinic should review Call Briefs and summaries promptly during the test.
• The test does not mean Abby handles every possible call from day one.
• The clinic keeps clinical judgement and escalation responsibility.

5. Clinic responsibilities

• Provide accurate administrative information, booking instructions and handover contacts.
• Confirm what Full Diary Ops may answer and what must be handed over.
• Avoid submitting patient-identifiable health details into public website forms.
• Review Call Briefs and summaries promptly during a test.
• Keep clinical judgement, safeguarding, urgency decisions and treatment suitability decisions within the clinic team.

6. Claims and limitations

• Outcomes depend on caller behaviour and clinic follow-up. The test exists so you can decide from evidence.
• Any summaries or recommendations are guidance, not promises.
• We don’t make unsupported accuracy claims. Use Call Briefs and test evidence to judge fit.
• Availability can be affected by phone systems and third-party services.

7. Plan recommendation and continuation

After the 7-day test, Full Diary Ops may provide a plan recommendation. The likely public plan directions are PAYG Reception Safety Net, Monthly Reception Cover or High-Use Reception Cover.

• The recommendation is based on the call route tested, summaries, Call Briefs and clinic goals.
• Paid continuation does not start automatically unless the clinic accepts the recommendation and payment route.
• Commercial terms, usage limits, billing cadence and cancellation terms should be confirmed before payment.
• If Paddle is used, Paddle checkout is sent after the plan direction is agreed, not before the test stage.

8. Paddle and payment route

Where a clinic proceeds to paid service, Paddle may act as Merchant of Record for online checkout, payment processing, invoices, taxes where applicable and payment-support processes. The checkout page or order form should confirm the agreed plan, price, billing cadence, cancellation route and service start.

9. Cancellation, stop and pause process

• A clinic can stop at any time during the demo/test by written instruction.
• A clinic may stop a demo or test activity by written instruction or agreed support channel.
• Full Diary Ops may pause or stop a test if the requested use is unsupported, unsafe, outside agreed scope, technically unstable or creates avoidable privacy risk.
• Paid cancellation terms should be confirmed in the accepted plan or order route and any applicable Paddle checkout terms.
• Where a test stops, a brief end-of-test note may be provided summarising what was completed and what remains unresolved.

10. Data, privacy and confidentiality

The Privacy Notice explains how personal data, call summaries, Call Briefs, recordings and transcripts are handled. Clinics should not put patient-identifiable health details into public website forms. Live service data should be handled under the agreed customer relationship and any applicable data-processing terms.

11. Liability

Nothing in these terms excludes liability that cannot be excluded by law. Subject to that, Full Diary Ops is not liable for indirect or consequential losses, loss of profits, loss of revenue, loss of goodwill or loss arising from clinical decisions made by the clinic or caller behaviour outside our control.

12. Governing law and jurisdiction

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

13. Contact

Email: legal@fulldiaryops.com
Post: CTAM Ltd, 3, Queens Terrace, Exeter, Devon, EX4 4HR