1. Introduction

These Terms of Service ("Terms") govern your use of the Fidelia platform, including the websites at getfidelia.com and fidelia.ae, and all related services (collectively, the "Service"). Fidelia is operated by Nexus Tech L.L.C-FZ, registered in Dubai, UAE, with registered address at The Meydan Hotel, Grandstand, 6th Floor, Meydan Road, And Al Sheba, Dubai, U.A.E.

By creating an account or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service. These Terms apply to all users, including clinic owners, practice managers, and any staff members granted access to a Fidelia account.

2. Service Description

Fidelia is an AI-powered Google review management platform designed specifically for private healthcare clinics. The Service monitors your Google Business Profile for new reviews, generates draft responses using AI that is constrained by jurisdiction-specific clinical confidentiality rules, and presents those drafts for your review and approval before publication.

Fidelia does not auto-post responses. Every AI-generated draft must be explicitly approved by an authorised user before it is published to Google. This is a deliberate design decision to ensure that the registered healthcare professional retains full control and accountability over all public communications.

The Service also provides reputation analytics, review monitoring alerts, and a response history for audit purposes.

3. Account Registration

To use Fidelia, you must create an account using Google OAuth. One account is permitted per email address. You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.

You must be at least 18 years of age and legally authorised to act on behalf of the clinic or clinics you register with the Service. By creating an account, you represent that you have the authority to bind the clinic to these Terms.

You must provide accurate and complete information during registration. If we discover that account information is materially inaccurate, we reserve the right to suspend or terminate your account.

4. Free Trial and Billing

Fidelia offers a 7-day free trial. A valid payment card is required to start the trial. If you do not cancel before the trial period ends, your subscription will automatically convert to a paid plan and your card will be charged.

Prices are displayed in GBP, EUR, or AED depending on your market. All billing is managed through Stripe. You can view your invoices, update your payment method, and manage your subscription through the Stripe billing portal linked from your Fidelia account.

Plan limits are as follows:

There are no refunds for partial months. If you cancel mid-cycle, you will retain access to the Service until the end of your current billing period.

5. Acceptable Use

You agree to use the Service only for its intended purpose: managing Google review responses for private healthcare clinics that you own, operate, or are authorised to manage. Specifically, you must not:

We reserve the right to suspend or terminate accounts that violate these acceptable use requirements.

6. AI-Generated Content

Fidelia uses artificial intelligence to generate draft review responses. These drafts are suggestions only. You bear full responsibility for any response you approve and publish to Google.

Fidelia's AI guardrails are designed to comply with healthcare regulations in each supported jurisdiction, including GDC standards (UK), CGD code of ethics (Spain), OMD deontological code (Portugal), and DHA advertising rules (UAE). However, these guardrails do not constitute legal advice. They are technical safeguards, not a substitute for professional regulatory guidance.

You remain the data controller in respect of any personal data contained in review responses. You are responsible for ensuring that any response you publish complies with applicable data protection legislation, professional regulations, and advertising standards in your jurisdiction.

7. Clinical Confidentiality

Fidelia's AI is structurally constrained to avoid disclosing patient information, confirming patient identity, referencing specific treatments, or making absolute clinical claims in its draft responses. These constraints are enforced at the system level and cannot be overridden through the user interface.

However, you have the ability to edit AI-generated drafts before publication. If you modify a response in a way that discloses patient information or breaches clinical confidentiality, that responsibility lies entirely with you.

You are responsible for compliance with the regulatory framework applicable to your market:

Fidelia is not liable for any regulatory action, complaint, or penalty resulting from user-modified responses that breach confidentiality rules.

8. Intellectual Property

Fidelia and its licensors retain all rights, title, and interest in the Service, including the platform software, AI model integrations, reputation scoring algorithms, user interface designs, and all related documentation and branding.

You retain ownership of your clinic data, including your Google Business Profile information, review content, and the text of responses you publish. You grant Fidelia a limited, non-exclusive, revocable licence to process your data solely for the purpose of delivering the Service. This licence terminates when your account is closed and your data is deleted.

Nothing in these Terms transfers any intellectual property rights from one party to the other, except as expressly stated above.

9. Data Protection

Fidelia processes personal data on behalf of clinic owners in its capacity as a data processor. You, as the clinic owner or operator, remain the data controller. The categories of data processed, the purposes of processing, and the technical and organisational measures in place are described in our Privacy Policy.

Where required by applicable data protection law, Fidelia will enter into a Data Processing Agreement with you. Please contact us at [email protected] to request a copy.

10. Limitation of Liability

To the maximum extent permitted by law, Fidelia shall not be liable for:

Fidelia's total aggregate liability to you for any claims arising from or related to these Terms or the Service shall not exceed the total fees you have paid to Fidelia in the 12 months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

11. Termination

Either party may terminate these Terms at any time. You can cancel your subscription through the Stripe billing portal accessible from your Fidelia account. Cancellation takes effect at the end of your current billing period.

Fidelia may suspend or terminate your account immediately if you breach these Terms, fail to pay applicable fees, or use the Service in a manner that poses a risk to other users or the integrity of the platform.

Upon termination:

12. Changes to Terms

We may update these Terms from time to time to reflect changes in the Service, applicable law, or our business practices. When we make material changes, we will notify you by email at the address associated with your account.

If you continue to use the Service more than 30 days after notification of a material change, you are deemed to have accepted the updated Terms. If you do not agree with the changes, you may terminate your account before the 30-day period expires.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of the Dubai International Financial Centre (DIFC), United Arab Emirates. Any disputes arising from or in connection with these Terms or the Service shall be subject to the jurisdiction of the DIFC courts.

If you are accessing the Service from outside the UAE, you are responsible for compliance with any applicable local laws. For users in the European Economic Area and the United Kingdom, nothing in these Terms affects your rights under mandatory consumer protection laws in your jurisdiction.

14. Contact

If you have questions about these Terms, or need to report a concern about the Service, please contact us:

Email: [email protected]