1. About these terms
Provider: SKINFIND LTD ("PatientPulse", "we", "us")
Company number: 16711783
Registered in: England & Wales
Contact: hello@patientpulse.co
By starting a free trial or a paid subscription, you ("the Client", "you") agree to these terms. Together with your order confirmation, they form the complete agreement between us.
2. What PatientPulse is
PatientPulse is a software subscription. We provide a guided Treatment Finder that you embed on your existing clinic website, together with a dashboard to manage your treatment menu and view the enquiries it captures.
PatientPulse is a lead-engagement tool, not a guarantee of results. It helps your website visitors explore your treatments and submit enquiries; it does not guarantee any particular number of enquiries, bookings or revenue.
PatientPulse is not a medical device and does not diagnose, prescribe or replace clinical judgement. All clinical decisions remain with your qualified practitioners. PatientPulse is intended for medical aesthetics clinics.
3. Plan, free trial & pricing
PatientPulse is offered as a single plan at £299/month, with an optional annual plan at £2,990/year (equivalent to two months free). Annual is never applied automatically: you are billed monthly unless you choose annual at checkout. PatientPulse is sold as a subscription, on the plan and at the price shown on our pricing page and confirmed at checkout. Your order confirmation records the plan, price, billing cycle and renewal date, and forms part of this agreement. All prices are in GBP (£) and exclude VAT, which is added at checkout where applicable.
PatientPulse is sold to businesses. It is supplied to clinics and other businesses for use in their trade, and is not offered to consumers. By subscribing you confirm you are entering this agreement in the course of your business, so the statutory rights that apply to consumer contracts (including the 14-day distance-selling right to cancel) do not apply here. Your cancellation and refund position is set out in Section 5.
14-day free trial. Every new subscription starts with a 14-day free trial. Your card details are collected at checkout but no payment is taken during the trial. Cancel at any point before the trial ends, from your dashboard, and you are not charged at all. Your dashboard shows the date your trial ends, the date of your first payment, and the amount.
One trial per clinic. We may decline a repeat trial for the same clinic, business, website or billing entity.
Billing cycles. The monthly plan is billed every month in advance and renews automatically each month until you cancel. The annual plan is billed once, in advance, for a 12-month term, at a discount to twelve monthly payments: it is a 12-month commitment, and that commitment is what the discount is for. It renews automatically for a further 12 months unless you cancel before the renewal date, and we email a renewal reminder at least 30 days before each annual renewal.
Price changes. We may change our prices, with at least 30 days' notice by email. Any change takes effect at your next renewal, never part-way through a period or term you have already paid for. If you do not want to continue at the new price, cancel before that renewal date.
Founding and launch prices. Where we have confirmed a founding or launch price to you in writing, that price is held for as long as your subscription stays continuously active on the same plan. It ends if you cancel, if the subscription lapses for non-payment, or if you move to a different plan. We may change or withdraw an offer for new customers at any time; that does not affect clinics already subscribed under it.
4. Billing & payment
- Payments are processed by Polar, our payment provider and merchant of record. We never see or store your card details.
- By subscribing you authorise recurring charges for your plan on each renewal date until you cancel.
- Invoices and your payment method are available to you at any time in your dashboard.
- Failed payments. We email you and retry. If the balance is still unpaid after a 7-day grace period we pause your account: the Treatment Finder stops appearing on your website and dashboard access is limited. We do not delete your account or your enquiry data when we pause. Settle the balance and everything resumes where it left off.
- Payment disputes. If something is wrong, email support@patientpulse.co first and we will deal with it quickly. Raising a chargeback or payment dispute without contacting us first is a breach of these terms. We may suspend the account while a dispute is open, and recover the dispute fees our payment provider charges us.
5. Cancellation & refunds
Cancelling. You can cancel at any time, yourself, from your dashboard (Billing, then Cancel subscription). No phone call, no email, no notice period. Cancelling stops the next renewal: your access continues to the end of the period or term you have already paid for, and then stops. Cancel during the free trial and you are never charged.
Refunds. Because we give a full 14-day free trial before any money is taken, and you can cancel yourself at any time, subscription payments are not refundable once taken. Cancelling stops future payments; it does not refund payments already made.
- Monthly. Part-months are not refunded. If you cancel on day 3 of a paid month you keep access for the rest of that month, and we do not bill you again.
- Annual. The annual term is prepaid and committed. If you cancel part-way through, your access runs to the end of the 12-month term and the unused portion is not refunded or converted to credit.
First-payment goodwill window. If this is your first ever paid invoice with us, and you tell us within 14 days of that payment that PatientPulse is not right for your clinic, we will normally refund it in full and close the account the same day. This is a goodwill policy rather than a right, and it applies once: to a first payment only, never to a renewal, and once per clinic, business or website. We will decline it where the account shows material commercial use after the payment, for example a Treatment Finder that has been live and capturing enquiries during that window.
When we do refund. We will refund the unused portion of any prepaid period or term, calculated pro rata from the date your access ends, if we discontinue PatientPulse, if we end your subscription for a reason other than your breach of these terms, or if we materially reduce the core function of your plan and you cancel because of it.
What is not a ground for a refund: not installing or not using the service; not receiving as many enquiries as you hoped (as set out in Section 2, we do not guarantee results); a change of mind after the free trial has ended; changes to your own website, business or staffing; occasional downtime or scheduled maintenance. We also do not refund where we end the service because you have breached these terms.
Approved refunds are returned to the original payment method through Polar, normally within 5 working days and no later than 14 days from approval. Nothing in this section removes any right you have that cannot be excluded by law.
6. Service availability
- We provide the service with reasonable care and skill and aim for high availability, but we do not guarantee uninterrupted or error-free operation.
- We may update or improve features over time, and will not materially reduce the core function of your plan without notice.
- The widget runs on your website. You remain responsible for your own hosting, domain and SSL certificate.
7. Your responsibilities
- Provide accurate treatment information and pricing, and keep it up to date.
- Ensure you have the right to use any content, images or trademarks you supply.
- Comply with all applicable laws and advertising rules, including the ASA/CAP Code and the rules on prescription-only medicines. You must not use the widget to make prohibited claims or to advertise prescription-only medicines to the public.
- Respond to and handle patient enquiries yourself. PatientPulse captures enquiries but does not contact or treat patients on your behalf.
8. Data protection
Our handling of personal data is governed by our Privacy Policy. For enquiry data captured through your widget, you are the data controller and we act as your processor. The Privacy Policy lists our sub-processors and explains cookies and retention.
Patient enquiry data. We do not automatically delete patient enquiry data. You can request deletion of any patient data at any time by contacting us, and we will action it promptly.
9. Intellectual property
You keep your brand assets, content and treatment information, and receive a licence to use the PatientPulse widget on your website(s) for as long as your subscription is active. We keep all rights in the PatientPulse software, design system and underlying technology, and may use the same patterns and functionality for other clients. You may not resell, redistribute, sublicense, copy or reverse-engineer the software.
10. Acceptable use
You must not misuse the service, attempt to breach its security, place an unreasonable load on it, or use it for unlawful purposes. We may suspend accounts that do.
11. Limitation of liability
- Nothing in these terms limits liability that cannot be limited by law (for example, death or personal injury caused by negligence, or fraud).
- PatientPulse is a lead-engagement tool. We do not guarantee a specific number of enquiries, leads, bookings or patients.
- To the extent permitted by law, the service is provided "as is" and we exclude implied warranties. We are not liable for lost profits, lost bookings, lost data, or indirect or consequential loss.
- Our total liability in any 12-month period is limited to the fees you paid us in that period.
- You remain responsible, as a regulated healthcare provider, for the medical accuracy of the treatment information you provide.
12. Suspension, termination & changes
We may suspend or end the service for non-payment or breach of these terms. You may cancel at any time from your dashboard (see Section 5). On termination, your licence to use the widget ends and it stops appearing on your website. We may update these terms from time to time and will notify you of material changes by email or in-app; continued use after changes take effect means you accept the updated terms.
13. Governing law & contact
These terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.
- Email: hello@patientpulse.co
- Privacy: privacy@patientpulse.co