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Terms of Service

Last updated: May 6, 2026

Agreement

These Terms of Service (“Terms”) govern your access to and use of the Valian Medical Revenue Operating System (the “Service”) operated by Valian Systems LLC (“Valian,” “we,” “us”). By creating an account, signing a Business Associate Agreement (BAA), or using the Service in any way, you agree to these Terms. If you do not agree, do not use the Service.

Eligibility

You must be at least 18 years old and authorized to enter into agreements on behalf of your dental, medical, or healthcare practice to use the Service. By creating an account, you represent that you have the authority to bind your practice to these Terms.

The Service

Valian provides AI-powered phone answering, appointment scheduling, patient memory, insurance verification, SMS, email, recall, and review-management infrastructure for dental and medical practices. The Service integrates with your existing Practice Management System (PMS) via read-write API.

Account & Registration

To use the Service you must create an account, provide accurate practice information, and grant the integrations necessary for the Service to operate (PMS, phone forwarding, email, etc.). You are responsible for safeguarding your credentials and for all activity occurring under your account.

Payment & Billing

Pricing model

Valian operates on a usage-based, pre-paid credit wallet model. You load credit ($100, $500, $1,000, or more) and the Service consumes credit as it operates:

  • Voice calls, $1.00 per call minute
  • SMS, $0.25 per message
  • Email, $0.25 per send

Rate changes

All rates are subject to change at Valian's discretion. We will provide at least 30 days' notice via email before any rate change takes effect. No customers are grandfathered into prior pricing, once a rate change takes effect, the new rates apply to all active accounts uniformly. Continued use of the Service after the effective date constitutes acceptance of the new rates.

Auto-refill

You set a reload threshold and reload amount. When your balance hits the threshold, your card on file is charged automatically for the reload amount. You can cap monthly spending and pause auto-refill at any time from your dashboard.

No implementation fee

There is no setup or implementation fee. You only pay for usage. Eligible new customers receive promotional credit (currently $1,000 of Valian credit for the first 50 customers to complete onboarding); promo terms are displayed at signup and applied automatically at go-live.

Payment processing

Payment is processed by Stripe. We never store your full credit card number. All charges are in U.S. dollars. Failed payments may result in suspension of the Service until payment is restored.

Cancellation & Refunds

Valian is month-to-month. You may cancel at any time from your dashboard. On cancellation:

  • Auto-refill stops immediately
  • Voice forwarding to Valian disconnects; calls route back to your number
  • The implementation fee is non-refundable except where waived by a promotional code

Pre-paid wallet refunds

  • To be eligible for a refund, your unused wallet balance must be greater than $25.00 at the time of cancellation.
  • Refund requests must be submitted in writing to billing@valiansystems.com within 90 days from the date of cancellation.
  • Any unused wallet balance not requested in writing within 90 days of cancellation is forfeited to Valian Systems LLC. No refunds will be issued after this period under any circumstance.

Acceptable Use

You agree not to use the Service to: (a) violate any law or regulation, including TCPA, CAN-SPAM, or HIPAA; (b) transmit unsolicited marketing messages to recipients who have not consented; (c) reverse-engineer or attempt to extract source code from the Service; (d) interfere with or disrupt the integrity of the Service or networks connected to it; (e) use the Service for any purpose outside dental, medical, or healthcare practice operations.

AI Boundaries

Valian is not a medical device and does not provide medical advice. Amy and the Service do not diagnose, prescribe, or make clinical decisions. Any clinical question is escalated to a licensed provider at your practice. You are responsible for ensuring your patients receive appropriate clinical care from qualified practitioners.

HIPAA & Patient Data

Valian acts as a HIPAA Business Associate to your practice (the Covered Entity). A signed Business Associate Agreement (BAA) is required before any Protected Health Information flows into the Service. The BAA is provided during onboarding and governs the handling of PHI alongside these Terms.

Mutual Data Sharing & Joint Custody

By using the Service, you agree to a mutual data sharing arrangement with Valian Systems LLC. You grant Valian a perpetual, irrevocable, worldwide, royalty-free license to receive, store, process, analyze, and use all patient health records, call recordings, transcripts, SMS and email content, patient memory records, and operational data generated through your use of the Service. This includes joint custodial rights to such data and the right to retain copies indefinitely subject to the deletion terms below.

Data Retention After Cancellation

Upon cancellation of your subscription, your data remains stored in our systems indefinitely and does not delete from our database automatically. Valian retains the right to access, store, and use the data on the same terms as during your active subscription, subject to all HIPAA and BAA obligations.

You may request deletion of specific patient records or your full account data at any time, before or after cancellation, by submitting a written request to privacy@valiansystems.com. Valian will comply with verified deletion requests within 30 days, except where retention is required by law, regulation, or pending audit. Deletion requests must specify the records or scope to be deleted; absent a specific request, data is retained.

Permitted Uses of Data

Valian may use the data shared under this arrangement to: (a) deliver, operate, and improve the Service; (b) train and evaluate AI models, in compliance with HIPAA de-identification or BAA-permitted use rules; (c) generate aggregated, de-identified analytics; (d) develop new products and features; (e) comply with legal, audit, and regulatory obligations. Valian will not sell your patient data, will not share identified PHI with parties outside our listed sub-processors, and will not use PHI for advertising.

Patient Rights

Patients of your practice retain all rights granted to them under HIPAA, including the right to access, amend, and request deletion of their PHI. Patient deletion requests must be honored consistent with HIPAA Privacy Rule timelines, regardless of the retention terms above.

Intellectual Property

The Valian name, logo, software, documentation, and underlying technology are owned by Valian Systems LLC and protected by intellectual property laws. We grant you a non-exclusive, non-transferable license to use the Service for your practice operations during your subscription. You retain ownership of your data.

SMS / Text Messaging

Valian Systems LLC sends text messages on behalf of healthcare practices to their patients, and directly to users who request product demos. By providing your phone number and consenting to receive text messages, you agree to the following:

For Demo Requesters

When you request a demo at valiansystems.com/request-demo and check the SMS consent checkbox, you consent to receive text messages from Valian Systems LLC including:

  • Demo scheduling confirmations
  • Demo appointment reminders
  • Follow-up communications related to your demo request

For Patients of Practices Using Valian

Healthcare practices using Valian collect patient consent for text messages during the patient intake process. Consent is collected via a separate, unchecked SMS consent checkbox on the intake form. Patients who consent may receive:

  • Appointment confirmations with date, time, and provider name
  • Appointment reminders (3 days, 1 day, and 2 hours before visit)
  • Missed call follow-up messages
  • Rescheduling and cancellation notifications

All patient messages are transactional and identify the practice by name. No marketing or promotional messages are sent.

General SMS Terms (All Recipients)

  • Message frequency: Varies based on use, up to 10 messages per month.
  • Message and data rates may apply depending on your mobile carrier and plan. Valian Systems LLC is not responsible for carrier charges.
  • Opt-out: Reply STOP to any message to unsubscribe. You will receive a confirmation and no further messages will be sent.
  • Help: Reply HELP to any message for assistance, or contact support@valiansystems.com.
  • Consent is not required to purchase any goods or services, book an appointment, or receive healthcare.
  • Opt-in data: Your phone number and SMS consent data will not be shared with or sold to third parties for marketing or advertising purposes.
  • Carriers: Carriers are not liable for delayed or undelivered messages. Compatible with AT&T, T-Mobile, Verizon, and all major US carriers.

For full details, see our Demo SMS Consent Policy or Patient SMS Consent Policy.

Force Majeure & Third-Party Dependencies

The Service depends on third-party providers including but not limited to: Anthropic, OpenAI, Vapi, Twilio, Resend, Supabase, Vercel, Stripe, Stedi, Cal.com, and others. You expressly acknowledge that the operation of the Service is contingent on the availability and proper functioning of these third-party services, and that any failure, outage, deprecation, rate-limiting, security incident, policy change, or other disruption affecting any third-party provider may interrupt, degrade, or terminate availability of the Service.

To the maximum extent permitted by law, Valian Systems LLC shall be held harmless and is fully released from any and all claims, damages, liabilities, lost revenue, lost data, business interruption, or other losses arising from any failure, outage, error, or change in any third-party provider, dependency, or upstream service. This release applies regardless of whether the failure was foreseeable, whether Valian had notice, or whether Valian could have mitigated the impact.

In addition, Valian shall not be liable for any failure or delay in performance under these Terms caused by acts of God, natural disasters, war, terrorism, civil unrest, labor disputes, government action, internet or telecommunications outages, cyberattacks, or any other event beyond our reasonable control.

Disclaimers

The Service is provided “AS IS” and “AS AVAILABLE” without warranty of any kind. We disclaim all implied warranties including merchantability, fitness for a particular purpose, and non-infringement. We do not guarantee that the Service will be uninterrupted, error-free, or free of harmful components. Service uptime and SLA terms are published separately and incorporated by reference.

Limitation of Liability

To the maximum extent permitted by law, Valian Systems LLC, its officers, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the Service. Our total aggregate liability for any claim arising from these Terms or the Service shall not exceed the amount you paid to Valian in the twelve (12) months preceding the claim.

Indemnification

You agree to indemnify and hold harmless Valian Systems LLC and its affiliates from any claims, damages, liabilities, and expenses (including reasonable legal fees) arising out of: (a) your use of the Service in violation of these Terms; (b) your violation of any law or third-party right; (c) clinical decisions made by your providers using information surfaced by the Service.

Governing Law & Disputes

These Terms are governed by the laws of the State of New York, without regard to conflict-of-laws principles. Any disputes arising from these Terms or the Service shall be resolved exclusively in the state or federal courts located in New York County, New York, and you consent to the personal jurisdiction of those courts.

Changes to These Terms

We may update these Terms as the Service evolves. Material changes will be communicated via email to account holders at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

Contact

For questions about these Terms, contact legal@valiansystems.com.