1. INTRODUCTORY PROVISIONS
1.1. Subject matter and documents
These General Terms of Use of the AiMED Voice Service (hereinafter: the General Terms) govern the relations between CEE-MED d.o.o., Zaima Šarca 34, 71000 Sarajevo, JIB: 4210007440005, represented by its director Medin Okić (hereinafter: CEE-MED), and the clinic, practice or other healthcare or business institution that uses the service (hereinafter: the Institution).
The General Terms form an integral part of the AiMED Voice Pilot Agreement or the AiMED Voice Use Agreement (hereinafter: the Agreement), together with the AiMED Voice Price List and the Data Processing Agreement. In the event of a discrepancy, the following apply in this order: the Data Processing Agreement as regards the protection of personal data, the Agreement, the Price List, and then these General Terms.
The Service is provided exclusively to legal entities and independent healthcare professionals, not to consumers. Marketing materials, presentations, demonstrations, websites and oral statements are not part of the Agreement and do not constitute a guarantee of the characteristics or results of the Service.
1.2. Definitions
For the purposes of these General Terms, the terms have the following meaning:
1.2.1. “Service” - AiMED Voice: an AI telephone agent that answers the Institution’s incoming calls.
1.2.2. “Agent” - the software system that conducts the conversation with the Caller. The Agent is not a person, is not a healthcare professional and does not perform healthcare activity.
1.2.3. “Caller” - a person who calls the Institution’s number on which the Service is switched on.
1.2.4. “Portal” - the web application in which the Institution’s authorised staff review calls, appointments and settings.
1.2.5. “Knowledge Base” - the information, answers, list of services, prices, working hours and rules that the Institution enters or approves, and that the Agent uses when answering.
1.2.6. “Announcement” - the Agent’s opening statement at the beginning of the call, referred to in point 4.
2. THE SERVICE
2.1. AiMED Voice is an auxiliary tool for the Institution’s reception. The Agent answers incoming calls, answers questions on the basis of the Knowledge Base, and books, reschedules and cancels appointments for the services that the Institution has approved.
2.2. The Agent does not give medical advice, does not make diagnoses, does not interpret symptoms or findings and does not recommend therapy. The Service does not replace the professional judgement of a healthcare professional, does not access the Institution’s medical documentation and is not intended as, nor placed on the market as, a medical device.
2.3. When the Agent cannot help or the Caller asks for staff, the call may be forwarded back to the Institution. If the forwarding has not succeeded, the Agent informs the Caller that the Institution will call them, and the Institution receives a summary of the call in the Portal and is responsible for reviewing it and, where necessary, calling the Caller.
2.4. The Service is not an emergency service and does not replace the emergency medical service. It may also be used for calls of an urgent nature, but the Agent does not itself carry out an assessment or analysis of the Caller’s condition. When the Caller themselves states that it is an emergency, the Agent tells them to call the emergency medical service immediately on 124. CEE-MED does not guarantee that it will do so in every emergency.
2.5. The Agent’s output (understanding of speech, text of the conversation, summary, booked appointment) is automatically generated and may contain errors. The Institution regularly checks the booked appointments and the call summaries in the Portal.
3. DATA
3.1. For the data that the Caller communicates to the Agent and that arise in the operation of the Service, the Institution is the controller and CEE-MED is the processor, which carries out the processing for the Institution and on its instructions. The Institution must have a legal basis for the processing of the data and is responsible for it.
3.2. CEE-MED does not use the data of the Institution and of Callers for its own purposes. The processing, the sub-processors, the retention periods and the deletion of data are governed by the Data Processing Agreement, which is signed before the first real call. For the data on the accounts of the Institution’s staff and on billing, CEE-MED is the controller, as described in the Privacy Policy.
3.3. The Institution is obliged to inform patients and Callers about the processing of data. On request, CEE-MED provides it with the description of the processing needed for that notice.
4. ANNOUNCEMENT AND CALL RECORDING
4.1. At the beginning of every call the Agent speaks the Announcement, i.e. that the other party to the conversation is an AI assistant and that the conversation is being recorded. The Announcement is the same for all Institutions and cannot be skipped, nor interrupted by the Caller speaking over it.
4.2. The Institution accepts the Announcement as an indispensable part of the Service and will not ask CEE-MED to switch it off, shorten it or change it, nor will it circumvent it.
4.3. The Service records only the conversations conducted by the Agent; recording stops when the call is forwarded to the Institution.
5. OBLIGATIONS OF THE INSTITUTION
5.1. The Institution is responsible for: (a) the content and accuracy of the Knowledge Base and the decision on which services the Agent may book; (b) regular review of the call summaries in the Portal and calling Callers back; (c) the confidentiality and access control of its staff; (d) acting on the objections of Callers. CEE-MED does not check the correctness of the Knowledge Base.
5.2. A staff account in the Portal is personal and is issued to one named member of staff. Sharing of accounts is not permitted, and the Institution is liable for the accounts of its staff and for any misuse.
5.3. The Institution will not use the Service, nor allow it to be used: (a) for medical advice or diagnostics; (b) for marketing or outgoing calls; (c) for unlawful or deceptive purposes; (d) for circumventing security measures, reverse engineering or reselling the Service.
6. PRICE AND PAYMENT
6.1. The price is determined by the Price List, in KM and excluding VAT. VAT is charged in accordance with the applicable regulations. The price and the conditions in the pilot period are determined by the AiMED Voice Pilot Agreement.
6.2. The invoice is issued monthly. The Institution submits objections to the billing in writing within the period for payment of the invoice, and pays the undisputed part within that period. Correction of an invoice and refunds are governed by the AiMED Voice Refund Policy, which applies together with these General Terms. A change of prices is possible with written notice at least 60 (sixty) days in advance; if the Institution does not agree, it may terminate the Agreement before the change enters into force, without compensation.
7. LIABILITY
7.1. The Service is provided “as is”, without a guarantee of uninterrupted operation or of a particular level of availability.
7.2. CEE-MED is not liable for damage arising from the use of the Service or in connection with it, unless the damage was caused by the intent or gross negligence of CEE-MED or unless the law does not permit the exclusion of liability. This exclusion does not call into question the rights of Callers and other data subjects under the law, nor the liability of CEE-MED for sub-processors to the extent prescribed by the Data Processing Agreement.
7.3. In particular, CEE-MED is not liable for: (a) interruptions and the quality of the services of telecommunications operators, the internet and other third parties; (b) misunderstanding of speech and an appointment wrongly booked, rescheduled or cancelled; (c) damage arising in emergencies or because the Institution did not call back; (d) reliance on the output of the Service without checking it, and content that the Institution entered or approved.
7.4. The Institution indemnifies CEE-MED for claims of third parties (Callers, patients, regulators) arising from content that the Institution entered or approved, the absence of a legal basis or of notice to patients, the switching off or changing of the Announcement, or misuse of the Service.
8. TERMINATION AND SUSPENSION
8.1. The Institution may terminate the Agreement at any time, without a notice period, by written notice to support@aimed.ba, and pays for the Service until the Agreement ends. After it ends, the Institution itself removes the forwarding of its number.
8.2. CEE-MED may terminate the Agreement with a notice period of 30 days, and immediately in the event of a breach of the Agreement or misuse of the Service.
8.3. CEE-MED may suspend the Service after a written warning and a period of 7 days for remedy, if the Institution is late with payment or breaches the Agreement. Without a warning and a period, with simultaneous written notice, CEE-MED may suspend the Service when the Announcement has been switched off or changed, or when the law, security or data protection so require.
9. FINAL PROVISIONS
9.1. Intellectual property and confidentiality. The Service, the Portal, the source code and the documentation are the property of CEE-MED; the Institution acquires a non-exclusive, non-transferable right of use for the duration of the Agreement. The Knowledge Base and the appointment data remain with the Institution. The parties keep the confidential business information of the other party confidential.
9.2. Changes to the General Terms. CEE-MED may change the General Terms with written notice at least 30 days before they enter into force. If the Institution does not agree, it may terminate the Agreement without compensation before the change enters into force.
9.3. Force majeure. A party is not liable for non-performance caused by circumstances that could not have been prevented, avoided or removed, including general outages of telecommunications and internet networks.
9.4. Contact. Support and complaints: support@aimed.ba. Data protection questions: privacy@aimed.ba.
9.5. Governing law and disputes. The regulations of Bosnia and Herzegovina apply. The parties resolve disputes by agreement, and if no agreement is reached, the court in Sarajevo having subject-matter jurisdiction is competent.
9.6. Entirety. If any provision is null and void, the others remain in force. CEE-MED may transfer the Agreement to an affiliated entity or in the event of a change of corporate status, with written notice to the Institution.
CEE-MED d.o.o. | Zaima Šarca 34, 71000 Sarajevo | JIB: 4210007440005 | Director: Medin Okić