Terms of Service

Last updated: June 16, 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.

Customer Responsibilities

You are responsible for, and represent that you will maintain:

• obtaining, documenting, and maintaining all patient consents required for communications and call recording;
• the accuracy and upkeep of data in your Practice Management System (PMS) and other connected systems;
• clinical review, decision-making, and escalation by your licensed providers;
• correctly configuring phone forwarding and related telecom settings;
• training your staff on the Service and on your own appointment, scheduling, and cancellation policies;
• independently verifying insurance and eligibility information before relying on it for clinical or financial decisions;
• compliance with all federal and state healthcare, privacy, and consumer-protection laws applicable to your practice;
• responding to patient requests, complaints, and rights requests directed to your practice.

The Service operates inside your practice's workflow and relies on the information and configurations you provide. You remain responsible for the operation of your practice.

Payment & Billing

Pricing model

Valian operates on a usage-based, pre-paid wallet model. You load credit into your Valian wallet and the Service draws down that balance as it operates:

• Voice calls, $1.50 per call minute
• SMS, $0.25 per message
• Email, $0.25 per send
• Insurance verification, $5.00 per eligibility check
• Toll-free number, $10.00 per month

Current rates are also reflected in your dashboard.

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. Unless otherwise stated in a written order form or promotional agreement, updated rates apply to all active accounts after the notice period. Continued use of the Service after the effective date constitutes acceptance of the new rates.

Wallet reloads

You choose your own reload amount and whether your wallet reloads automatically or manually (a reload of $100 is suggested). With auto-reload enabled, when your balance reaches the reload threshold you set, the bank account you connected is debited via ACH bank transfer for your chosen reload amount. You can change your reload amount or threshold, switch between automatic and manual reload, or pause auto-reload at any time from your dashboard.

Reload processing fee

A processing fee is added to each reload to cover the cost of moving funds. The fee is shown to you before you confirm a manual reload and is included in each automatic reload. Current processing-fee amounts are reflected in your dashboard at the time of reload.

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 practices to complete onboarding), governed by the separate Valian Promotional Terms shown at signup and applied automatically at go-live.

Payment processing

Payment is processed by Stripe via ACH bank transfer from the bank account you connect during onboarding. We never store your full bank account credentials. All charges are in U.S. dollars.

Card payments and surcharge

Bank transfer (ACH) is our standard payment method and carries no card surcharge. If we enable credit card payments and you choose to pay by credit card, a surcharge is added to cover our cost of card acceptance. The surcharge is the lesser of 3% of the transaction or our actual cost of acceptance, and it appears as a separate line item on your invoice. We never add this surcharge to debit cards, prepaid cards, or bank transfer (ACH) payments. The surcharge applies only where permitted by law; practices located in states that prohibit credit card surcharging are never surcharged, and any lower cap or disclosure required by your state is applied automatically.

Returned or failed payments

ACH bank debits can be returned several business days after they are initiated (for example, for insufficient funds or a closed account). If a reload debit is returned: auto-reload is paused, the returned amount is removed from your wallet balance, and the Service may be suspended until your balance is restored. We will attempt to notify you and may retry the debit. You are responsible for keeping a valid, funded bank account on file.

Authorization to debit (ACH)

By accepting these Terms and connecting a bank account, you authorize Valian Systems LLC to initiate ACH debit entries from the bank account on file for wallet reloads you manually request and for automatic reloads triggered by your selected balance threshold, including applicable processing fees. This authorization remains in effect on a recurring basis until revoked. You may revoke this authorization by disabling auto-reload, removing your bank account, or contacting billing@valiansystems.com, provided that revocation does not affect debits already initiated. You agree that this electronic authorization constitutes a valid written authorization under the NACHA Operating Rules.

Cancellation & Refunds

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

• Auto-reload stops immediately
• Voice forwarding to Valian disconnects; calls route back to your number
• Any promotional credit is forfeited and is never refundable for cash

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.

No Emergency Use

The Service is not intended for emergency medical conditions, urgent clinical triage, or crisis response. You are responsible for maintaining appropriate emergency instructions, escalation pathways, and alternative contact methods for patients with urgent or emergency needs.

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.

Data License

You retain ownership of your data. You grant Valian Systems LLC a limited, non-exclusive license to access, process, transmit, store, and use Customer Data (including patient health records, call recordings, transcripts, SMS and email content, and patient memory records) solely as necessary to provide, maintain, secure, support, and improve the Service, to comply with applicable law, and to perform Valian's obligations under the Business Associate Agreement (BAA). This license does not grant Valian ownership of your data.

De-Identified Data

Valian may create and use de-identified data in accordance with HIPAA. De-identified data may be used for analytics, benchmarking, product improvement, safety testing, and development, provided it does not identify the Customer, practice, provider, patient, or any individual. Health information is de-identified only where it does not identify the individual and there is no reasonable basis to believe it can be used to identify the individual, consistent with the HIPAA de-identification standard.

Data Retention

Valian retains Customer Data during the subscription term and thereafter for a limited period necessary for backup, audit, legal, security, and compliance purposes, unless a longer period is required by law or the BAA. Retention periods by data type are as follows:

Retention periods may be extended where required by law, regulation, the BAA, a pending audit, or a legal hold. Backups are retained on a rolling basis and purged on Valian's standard backup-rotation cycle. De-identified data is created in accordance with the HIPAA de-identification standard and is no longer Protected Health Information.

You may request deletion or export 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, subject to legal, regulatory, backup, and audit limitations and to Valian's obligations under the BAA. Deletion requests must specify the records or scope to be deleted.

Permitted Uses of Data

Valian may use the data described above to: (a) deliver, operate, and improve the Service; (b) monitor, evaluate, test, and improve the quality and safety of the Service, including reviewing call recordings, transcripts, and real-world outcomes; (c) generate aggregated, de-identified analytics; (d) develop new products and features; and (e) comply with legal, audit, and regulatory obligations. Valian may use de-identified, aggregated, or synthetic data derived from Service usage to evaluate, test, monitor, and improve the safety and performance of the Service, provided such data is created and maintained in accordance with applicable law and does not identify any patient. Valian does not use identifiable Protected Health Information to train foundation AI models. 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:

You are responsible for obtaining, documenting, and maintaining all consents required for patient communications, including SMS, email, and call-recording notices where applicable.

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: Twilio, Supabase, Vercel, Amazon Web Services, Google Cloud Platform, Cartesia, 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 is not responsible for outages or failures caused by third-party providers outside Valian's reasonable control, except to the extent caused by Valian's gross negligence, willful misconduct, or failure to comply with its security obligations.

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. This cap does not apply to your payment obligations to Valian.

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 Delaware, 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 Delaware, 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.