Terms & Conditions

01Services

Fenn is a done-for-you patient acquisition service for medical practices. Depending on the plan your practice signs up for, the services may include:

• Running Meta and Google ad campaigns for the practice.
• AI receptionists that answer calls, answer questions, book visits and pass calls to the practice's team.
• Texts, emails and follow-ups the practice sets up.
• Websites, funnels and lead forms.
• The Fenn portal, with calls, leads, patients, Ask Fenn and live reporting of booked consults and revenue.

Fenn is not a medical provider. Our AI receptionists never give medical advice, and the practice stays responsible for all clinical decisions and patient care.

02Engagement & Onboarding

• Fenn is invite-only. A practice starts once both sides agree to an order form and, where patient information is involved, a business associate agreement.
• We set up the services for you. The practice gives us accurate information and the access we need, such as ad accounts, phone numbers and booking software.
• New phone numbers and texting need approval from us and from phone carriers, which can take two to three weeks.
• The practice reviews and approves its receptionist's greeting, its main messages and its ads before they go live.

03Fees & Payment

• Fees are set in your practice's order form. Usage, such as calls, texts, phone numbers and Ask Fenn, is billed as it is used, and the portal shows the running total.
• Ad spend is paid by the practice directly to the ad platforms and is separate from Fenn's fees.
• Invoices are due as stated in the order form. We may pause services if a payment is more than 15 days late, after giving notice.
• Fees do not include taxes, which the practice pays where they apply.

04Scope & Included Resources

• Each plan covers the services listed in the order form. Work outside it, such as extra websites, new locations or custom integrations, is quoted separately.
• Fenn works with the practice's existing software where an integration exists. Bookings stay in the practice's own system.
• Results from ads and outreach depend on many things outside our control, such as the market, offers and how quickly the practice's team follows up. We don't guarantee a number of leads, bookings or revenue.

05Intellectual Property

Each side keeps what it brings. Here is how ownership works for what we make together:

Transferred to the client upon full payment

• Ad copy, images and videos made only for the practice.
• Website and funnel words and images written for the practice.
• The practice's own data: its leads, patients, calls, messages and reports, which it can export at any time.

Retained by Fenn at all times

• The Fenn software, portal, AI teammates, receptionists, workflows, templates and designs.
• Our know-how, playbooks and anything we make that is not specific to the practice.
• The Fenn name, logo and brand.

We give the practice the right to use the Fenn portal and services for its own business while its subscription is active.

06Portfolio & Case Study Rights

We will only name your practice, show your work, or share your results as a case study with your written permission. Even then, we never include patient information. We may share combined, anonymous figures that cannot identify any practice or patient.

07Confidentiality

Each side keeps the other's private business information confidential, uses it only for this agreement, and shares it only with people who need it and are bound to keep it confidential. This does not cover information that is public, already known, or required by law to be shared. Patient information is also protected by our business associate agreement.

08Termination

• Either side may end the agreement as set out in the order form, or with 30 days' written notice if the order form says nothing.
• Either side may end it at once if the other seriously breaks these Terms and doesn't fix it within 15 days of notice.
• We may suspend services at once if they are being used unlawfully or in a way that risks harm to patients, the public or Fenn.
• When it ends, the practice pays for services up to that date. We return or delete its data as our agreement sets out, and give the practice 30 days to export it first.

09Limitation of Liability

To the extent the law allows, Fenn's services are provided "as is". Fenn is not liable for indirect, incidental, special or consequential damages, or for lost profits, revenue or data. Fenn's total liability under these Terms is limited to the fees the practice paid Fenn in the 12 months before the claim.

Nothing here limits liability that cannot be limited by law, such as liability for fraud or gross negligence.

10Acceptable Use

Practices and their teams agree not to:

• Text or call people who have not agreed to hear from the practice, outside 9 AM to 8 PM their time, or after they reply STOP.
• Use Fenn to give medical advice, make misleading claims, or break advertising rules.
• Upload information they have no right to share.
• Try to break into, copy, resell or overload Fenn, or get around its limits and safeguards.

Fenn's phone numbers sit on our own account, so we may pause outbound calls and texts for any practice or number to keep everyone within the law.

11Website Use

You may browse fenn.app for your own information. Please don't copy, scrape or reuse its content or design without our permission. Links to other sites are for convenience; we are not responsible for their content or practices.

12Governing Law

These Terms are governed by the laws of the State of Wyoming and the federal laws of the United States, without regard to conflict-of-law rules. Any dispute will be heard in the state or federal courts located in Wyoming, and both sides agree to those courts. Before going to court, both sides agree to try to resolve a dispute in good faith for 30 days.

13Changes to These Terms

We may update these Terms from time to time. We will change the date at the top of this page and tell the practices we work with about significant changes at least 30 days before they take effect. Continuing to use Fenn after that means you accept the new Terms.

14Contact

Questions about these Terms? Contact Fenn Labs LLC: