Terms

Last updated: September 2026

These Terms are a plain-language summary of the main commercial terms for Kept. They do not replace the signed order or service agreement. If there is a conflict between this page and a signed agreement, the signed agreement controls.

What Kept provides

Kept provides the services listed in your order, configured for your practice and existing systems.

The service may include call handling, inquiry response, appointment booking, callback handling, no-show recovery, patient reactivation, review requests and other agreed services.

Anything outside the services included in your order will be agreed and quoted before the work starts.

Pricing

Our standard pricing is:

• $1,500 setup
• $497 per month, or
• $4,970 per year
• $750 setup + $497 per month for each additional location

The monthly or annual service begins from the go-live date.

There are no percentage-of-revenue fees or per-message charges under the standard pricing.

Payment

The $1,500 setup fee is paid to start the service.

For monthly plans, the first monthly payment is due from the go-live date.

For annual plans, the $4,970 annual payment is due from the go-live date.

If a payment fails, we will notify you and give you an opportunity to resolve it. If the balance remains unpaid after the applicable notice period, we may pause the service.

Your practice’s approved wording, reports and exported information remain yours throughout the service, subject to the ownership terms below.

Getting started

We aim to have your service live within seven days after:

• Your required information and wording have been approved
• We have the access needed to configure the service
• Any required third-party accounts or integrations are available

If a delay is caused by Kept, billing will not begin until the service is live.

If we are waiting for information, access, approvals or other items from your practice, the launch period is paused until those items are available.

We test the service before it goes live.

Your responsibilities

You agree to:

• Provide accurate information about your practice, services and booking process
• Give Kept the access reasonably required to provide the agreed service
• Provide a contact who can approve information and wording
• Make sure you have the appropriate rights and permissions for information you provide to Kept
• Provide any required consent or other lawful basis for communications to patients
• Make your front desk available for the initial walkthrough where required

You remain responsible for the accuracy of information about your practice and for decisions that require professional or clinical judgement.

Communications and patient information

Kept does not provide medical advice.

Kept will operate within the information, instructions and rules agreed with your practice.

Your practice is responsible for ensuring that patient communications are lawful and appropriate, including any required consent, disclosures and opt-out processes.

Do not send patient health information through the public Kept website or audit form.

Where Kept processes protected health information or other sensitive patient information on your behalf, additional contractual and security terms may apply, including a BAA where required.

Reviews and communications

Kept will not create fake reviews, fabricate patient experiences or knowingly misrepresent your practice.

Review requests are intended to give patients an opportunity to leave their own review. Kept does not guarantee a particular rating or number of reviews.

Where Kept sends messages on your behalf, the service will follow the communication rules and processes agreed with your practice.

You can ask Kept to stop a particular communication or service. We will act on the request in accordance with the applicable service and legal requirements.

What we promise

We will provide the agreed service, configure it for your practice and test it before launch.

Where the seven-day launch commitment applies, we will work to have the service live within that period once the required information, approvals and access have been provided.

We do not promise a particular number of:

• Bookings
• Recovered patients
• Reviews
• Calls handled
• Revenue
• Return on investment

Results depend on your practice, demand, availability, existing systems and patient response.

Ownership

Content, wording, reports and exports created specifically for your practice are yours once the applicable fees have been paid.

Kept retains ownership of its underlying software, systems, templates, processes, know-how and other materials that were not created specifically for your practice.

Nothing in these terms transfers ownership of Kept’s underlying technology or methods.

Service availability

Kept depends on third-party services including telecommunications, hosting, calendars, booking systems and other platforms.

We are not responsible for outages or changes to third-party services that prevent or limit the service.

Where a third-party issue affects your service, we will take reasonable steps to restore or work around it where possible.

Cancellation

Your cancellation rights are set out in your signed order.

For the standard monthly plan, the initial commitment is 90 days, followed by cancellation with 30 days’ notice.

For the annual plan, the same initial 90-day commitment applies. If the agreement permits cancellation after that period, any refund is calculated according to the terms in the signed order.

The annual price includes a discount for committing to annual service. Where an early termination requires previously discounted months to be recalculated, those months may be charged at the applicable monthly rate.

The $1,500 setup fee is non-refundable once the setup work has started, unless the signed order states otherwise.

On cancellation, we will provide your available practice-specific exports and agreed materials, subject to any outstanding amounts and applicable legal requirements.

Liability

To the extent permitted by law, Kept’s total liability arising from the service is limited to the fees paid to Kept during the three months immediately before the event giving rise to the claim.

Kept is not responsible for losses caused by third-party carrier, telecommunications, hosting, calendar or booking-system outages, third-party platform changes, or actions taken by your staff or other people acting on your behalf.

Nothing in these terms excludes or limits liability that cannot legally be excluded or limited.

Disputes

If there is a dispute, both sides will first try to resolve it in writing.

The applicable governing law, jurisdiction and dispute process will be stated in the signed order.

Changes to these terms

We may update these website terms for future customers and orders.

The terms applying to an existing customer are the terms incorporated into that customer’s signed order or agreement, unless the agreement allows those terms to be changed.

Contact

For questions about these terms:

hello@keptpractice.com