Terms of service

The agreement

These terms govern a practice’s use of Bilby, operated by Bilby Labs Pty Ltd (ABN 98 699 098 354), Victoria, Australia. “You” means the healthcare practice. “We” means Bilby Labs Pty Ltd. The person who deals with us must have authority to bind the practice.

Bilby is available to Australian healthcare practices. These terms, the agreed subscription details and the data processing schedule are intended to be read together.

These terms apply when an authorised representative of the practice accepts them, including by clicking to agree, signing an order, or creating an account or starting a trial or paid subscription after being shown these terms. The version published on this page on the acceptance date is the version that applies, unless a later version is accepted. These terms do not of themselves bind a clinic that has not accepted them.

Accounts and clinical responsibilities

You manage authorised users and their permissions, keep account credentials secure and promptly remove access when it is no longer needed. You must have authority and any required consent to collect, upload and use information through Bilby, including information about children and other patients.

Your practice remains responsible for clinical decisions, patient care, record accuracy, legally required record retention, and reviewing forms and communications. Bilby supports practice administration and documentation. It does not provide healthcare or emergency monitoring. A form alert is not a substitute for clinical monitoring or emergency care.

You must not access another practice’s information without authority, interfere with the service, introduce malicious software or use Bilby unlawfully.

Trial, subscription and charges

Subscription and usage prices are set out on the pricing page. Trial duration and any trial charges are agreed with your practice before the trial begins. Subscriptions are month to month. A trial does not automatically become a paid subscription.

Cancellation and refunds

You may cancel your subscription at any time. Cancellation takes effect at the end of the current paid billing period, when access to paid functionality ends. Your practice then retains read-only access to view and export its records indefinitely unless the practice owner initiates deletion. When trial access ends, the practice also moves to read-only access.

We do not offer refunds for change of mind, cancellation or unused subscription time, except where required by law. Nothing in these terms excludes or limits a guarantee, right or remedy that cannot lawfully be excluded or limited, including under the Australian Consumer Law.

Changes to terms or price

We may change these terms, the subscription price or a material feature of the service. We will give the practice’s nominated contact reasonable prior notice of a material change. A price increase or other material change takes effect only after that notice period, and you may cancel with effect before the change applies. Continued use during the notice period is not acceptance of a change that has not yet taken effect. This clause does not allow us to avoid a guarantee, right or remedy that cannot be excluded, including under the Australian Consumer Law.

Your data and our software

You retain your rights in information and content you provide. You authorise us to process that information as needed to provide Bilby, support your authorised use and meet applicable legal obligations, as described in the data processing schedule. This is not a transfer of ownership of your clinical records to Bilby.

We retain our rights in the Bilby software and grant your authorised users permission to use it under these terms.

Connected services and support

Optional integrations may send information to their providers when enabled by your practice. The service provider register lists those providers by name, purpose and location.

Support is provided by email. No response-time or uptime guarantee is currently offered. This does not remove any service obligations or remedies imposed by law.

Export and deletion

Practices can export clinical information, documents and invoices. Owners should check exports before requesting deletion. Only the practice owner can initiate practice deletion. Owner-initiated deletion has a cancellable 30-day grace period before live-data purge. Backup copies persist for the periods described in the privacy policy and on the security page. This is not a promise to erase every copy within 30 days.

Record-retention obligations remain the practice’s responsibility, subject to Bilby’s own legal obligations.

If Bilby ceases

If we cease providing Bilby, we will give practices a reasonable opportunity to export their records before access ends, so far as practicable. Record-retention obligations remain the practice’s responsibility.

Disputes and mandatory rights

Contact legal@bilby.health about a dispute so we can attempt to resolve it.

Nothing in these terms excludes or limits a guarantee, right or remedy that cannot lawfully be excluded or limited, including under the Australian Consumer Law. These terms also do not restrict lawful access to complaint bodies or courts.

These terms are governed by the law of Victoria, Australia. The parties submit to the non-exclusive jurisdiction of the courts of Victoria and of the Commonwealth of Australia. This does not limit any non-excludable rights, including under the Australian Consumer Law, or access to any court or complaint body that is otherwise available.