RecallPilot — Terms of Service
Effective Date: 1 April 2026 | Last Updated: 1 April 2026
These Terms of Service ("Terms") govern your use of the RecallPilot platform operated by OTD Business Solutions LLP ("Company", "we", "us"). By using RecallPilot, you ("Subscriber", "you") agree to these Terms.
1. Service Description
RecallPilot is a WhatsApp-based patient engagement and Google review automation platform for local businesses. The service includes:
- Automated Google review requests after patient visits
- Review follow-up nudges (48 hours after initial request)
- Appointment reminders (24 hours + 2 hours before appointment)
- 6-month patient recall automation
- Smart satisfaction checks (private feedback before review requests)
- Post-treatment care instructions via WhatsApp
- Treatment plan sharing
- Kids dental reminders
- Monthly results reports
- Emergency after-hours auto-responder
- Optional campaign messages (birthday wishes, festival greetings, referral requests)
Important — AI Processing Disclosure: RecallPilot uses AI services to process patient data and generate messages. Patient names, contact details, and visit information are processed on cloud servers which may be located outside India. By using RecallPilot, you acknowledge and consent to this data processing. See our
Privacy Policy for details.
2. Eligibility
RecallPilot is designed for use by local businesses, including but not limited to:
- Dental clinics
- Restaurants
- Hotels
- Salons and spas
- Gyms and fitness centres
- Dermatology clinics
- Eye care centres
- Coaching institutes
- Diagnostic labs
By subscribing, you represent that you are authorized to manage patient or customer communications for your business and have the necessary consents to send WhatsApp messages to your patients/customers.
3. Free Trial
New subscribers receive a 14-day free trial with full access to all features. During the trial:
- No payment is required.
- All features including review automation, appointment reminders, recall, and campaign messages are available.
- Trial begins on the date of WhatsApp onboarding.
- At the end of the trial, you will be prompted to select a paid plan. If you do not select a plan, services will be paused.
4. Pricing & Billing
4.1 Subscription Plans
| Plan | Active Patients | Locations | Monthly Price | Annual Price |
|---|
| Starter | Up to 300 | 1 | Rs 1,999/month | Rs 19,990/year |
| Pro | Up to 600 | 1 | Rs 3,499/month | Rs 34,990/year |
| Clinic Chain | Up to 800/location | 2–5 | Rs 4,999/month per location | Rs 49,990/year per location |
Annual billing includes 2 months free compared to monthly billing.
Pro plan includes 100 free campaign messages/month. Clinic Chain plan includes 200 free campaign messages/month per location.
4.2 Campaign Message Pricing
| Plan | Rate per Message |
|---|
| Starter / Pro | Rs 1.40/msg |
| Clinic Chain | Rs 1.30/msg |
Campaign messages include birthday wishes, festival greetings, referral requests, and other promotional communications. Review requests, appointment reminders, recall messages, and care instructions are included in your plan and are not charged per message.
4.3 Billing Cycle
- RecallPilot subscriptions are billed monthly or annually, based on the option you select.
- Billing invoices are sent via WhatsApp with a Razorpay payment link.
- First payment is due at the end of the free trial to activate your chosen plan.
4.4 Payment Terms
- Subscription fees are due upon receipt of the billing invoice.
- Unpaid invoices trigger escalation reminders at 3, 6, and 9 days.
- Continued non-payment beyond 9 days may result in service suspension.
5. Cancellation & Refunds
- You may cancel your subscription at any time by contacting us.
- Upon cancellation, your service continues until the end of the current billing period (monthly or annual).
- After the service end date, all automated messaging (reviews, reminders, recalls) is paused.
- No refunds are provided for partially used billing periods.
- Your data (patient records, engagement history, review analytics) will be retained for 1 year after cancellation. You may request access to your data during this period.
- Reactivation is available by contacting us, subject to payment of any outstanding invoices.
6. Review Compliance
No Review Gating: RecallPilot sends review requests to all patients regardless of their satisfaction rating. We comply fully with Google's review policies and do not engage in review gating.
- We comply with Google's review policies at all times.
- We do not post reviews on behalf of patients.
- We do not filter, delete, or manipulate reviews in any way.
- The subscriber (clinic/business) is responsible for monitoring and responding to reviews on their Google Business Profile.
- Smart satisfaction checks are used to route dissatisfied patients to private feedback channels — but review requests are still sent to all patients.
7. Data Responsibilities
You (the Subscriber) are the Data Fiduciary / Controller for your patients' or customers' data (names, phone numbers, visit history, treatment details). You are responsible for having appropriate consent from your patients/customers for WhatsApp communication.
We (OTD Business Solutions LLP) act as a Data Processor on your behalf. We process patient/customer data solely for the purposes of sending review requests, appointment reminders, recall messages, care instructions, and campaign messages as configured by you.
Your obligations as Data Fiduciary:
- Ensure you have proper consent from your patients/customers to send them WhatsApp messages through our platform.
- Inform your patients/customers that their data may be processed using cloud services which may operate outside India.
- Maintain accurate and up-to-date patient/customer records.
- Respond promptly to any data subject requests regarding your patients'/customers' data.
8. Record Retention
Patient engagement data (message logs, review request history, appointment records, recall schedules) is retained for the duration of your subscription plus 1 year after cancellation.
After the retention period, data is either permanently deleted or anonymized, at our discretion, in accordance with our Privacy Policy.
You may request a data export at any time during your subscription or during the 1-year post-cancellation retention period.
9. Acceptable Use
You agree not to use RecallPilot to:
- Spam patients or customers with excessive or unsolicited messages.
- Send fraudulent, fake, or incentivized review requests.
- Harass, threaten, or pressure patients/customers into leaving reviews.
- Exceed the active patient limits of your subscription plan.
- Share your account credentials with unauthorized individuals.
- Send messages that violate WhatsApp's commerce or business messaging policies.
- Violate any applicable law, including the DPDP Act, IT Act, or any consumer protection regulations.
10. WhatsApp Compliance
RecallPilot communicates with your patients/customers through the official WhatsApp Business API. Both you and we are bound by Meta's WhatsApp Business Policy and commerce messaging policies. In particular:
- We honour all STOP/opt-out requests from patients/customers immediately.
- Messages are sent only during business hours (configurable by you in your settings).
- Patients/customers can opt out of messages at any time by replying STOP.
- All messages are sent through the official WhatsApp Business API — not personal WhatsApp accounts.
- Meta's commerce and business messaging policies apply to all communications sent through RecallPilot.
- First-contact messages include an opt-out instruction.
11. Limitation of Liability
- RecallPilot is provided "as is" without warranties of any kind, express or implied.
- We do not guarantee any specific review outcomes, star ratings, or review volumes. Patient behaviour is outside our control.
- We are not liable for negative reviews, review removal by Google, or changes to Google's review algorithms or policies.
- We are not liable for WhatsApp message delivery failures, delays, or blocks imposed by Meta.
- We are not liable for any indirect, incidental, consequential, or punitive damages.
- Our maximum aggregate liability to you shall not exceed the total subscription fees paid by you in the 12 months preceding the claim.
- We are not responsible for WhatsApp API outages, Google API changes, or any third-party service issues beyond our reasonable control.
12. Intellectual Property
All intellectual property in the RecallPilot platform — including automation workflows, message templates, analytics dashboards, satisfaction algorithms, and branding — belongs to OTD Business Solutions LLP. Your subscription grants you a non-exclusive, non-transferable, revocable license to use the platform during the subscription period.
You retain all rights to your patient/customer data uploaded to and processed through the platform.
13. Indemnification
You agree to indemnify and hold harmless OTD Business Solutions LLP, its partners, employees, and agents from any claims, losses, or damages (including legal fees) arising from:
- Your breach of these Terms.
- Sending messages to patients/customers without proper consent.
- Misuse of the platform to send spam, fraudulent review requests, or harassing messages.
- Your violation of any applicable law, Google's review policies, or Meta's messaging policies.
- Any dispute between you and your patients/customers regarding communications sent through RecallPilot.
14. Dispute Resolution
Any dispute arising from or relating to these Terms shall be resolved as follows:
- Negotiation: The parties shall first attempt to resolve the dispute amicably through good-faith negotiation within 30 days.
- Arbitration: If negotiation fails, the dispute shall be referred to a sole arbitrator appointed mutually, under the Arbitration and Conciliation Act, 1996. The seat of arbitration shall be Bengaluru, Karnataka. The language of arbitration shall be English.
15. Governing Law
These Terms are governed by the laws of India. Subject to the arbitration clause above, any legal proceedings shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.
16. Modifications to These Terms
We may modify these Terms with at least 30 days' advance notice sent via WhatsApp and/or email. Continued use of RecallPilot after the notice period constitutes acceptance. If you do not agree with the modified Terms, you may cancel your subscription before they take effect.
17. Contact
By using RecallPilot, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service and our Privacy Policy.