Chat Assistant — Terms of Use and Privacy Notice

1. Who we are

The chat assistant on this website (the “Assistant”) is provided by Lummy Ltd, registered in England and Wales under company number 15989826, registered office Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset BH16 6FA, United Kingdom (“Lummy”, “we”, “us”).

The Assistant is provided on behalf of the healthcare practice, clinic or business operating this website (the “Clinic”). Lummy and the Clinic are separate and independent organisations. Lummy is a technology supplier and is not a healthcare provider.

Contact: contact@lummy.ai

2. Acceptance

By opening, using or submitting any message to the Assistant, you confirm that you have read, understood and agree to be bound by these Terms of Use and Privacy Notice (“Terms”).

If you do not agree, do not use the Assistant. You may contact the Clinic by telephone, email or in person instead, and no aspect of the Clinic’s services depends on your using the Assistant.

We may amend these Terms at any time by publishing an updated version here. Continued use after publication constitutes acceptance. We are not obliged to notify you individually.

3. What the Assistant is not

The Assistant is an automated tool powered by artificial intelligence. It provides general information about the Clinic, its services and its booking process, and helps you make an enquiry or request an appointment.

It does not provide medical, dental, surgical, psychological, nutritional, pharmaceutical or other clinical advice. It does not diagnose, treat, cure or prevent any condition. It is not a medical device and has not been assessed, certified or approved as one in any territory.

Use of the Assistant creates no doctor–patient, clinician–patient, professional or fiduciary relationship with the Clinic or with Lummy.

The Assistant is not monitored and must not be used in an emergency. In an emergency, contact your local emergency services immediately.

Nothing said by the Assistant is a representation, warranty, quotation, offer or commitment binding on the Clinic or on Lummy. Confirm anything important directly with the Clinic.

4. Accuracy

The Assistant generates responses using artificial intelligence. Such systems can produce output that is inaccurate, incomplete, outdated or entirely fabricated. This is inherent to the technology and is not a defect.

We do not warrant that any output is accurate, current, complete or fit for any purpose. Prices, availability, treatments, practitioner details and opening hours conveyed by the Assistant are indicative only and may be wrong. The Clinic is the authoritative source. Any decision you take based on the Assistant’s output is taken at your sole risk.

5. Acceptable use

You agree not to:

• submit information about your health, medical history, symptoms, diagnoses, treatments or medications, or any other sensitive personal information
• submit personal information relating to anyone else
• submit payment card details, financial account information, identification numbers or passwords
• use the Assistant if you are under 18
• submit unlawful, defamatory, harassing, obscene or infringing material
• manipulate, reverse-engineer, extract the instructions of, probe, overload or interfere with the Assistant
• access it by automated means, or use it to build, train or evaluate a competing product
• misrepresent your identity or your relationship to the Clinic.

You are asked not to submit health or other sensitive information. If you do so regardless, you do so on your own initiative and at your own risk.

6. Data protection roles

For the content of your conversation — the messages you send, the responses generated, and any contact or enquiry details you provide — the Clinic is the controller and determines how that information is used. Lummy acts as a processor on the Clinic’s behalf and processes that information only on the Clinic’s instructions, except where applicable law requires otherwise.

For technical and usage information — such as volumes of use, performance, reliability, security and error data — Lummy acts as a controller, and processes that information in its legitimate interests in operating, securing and improving the Assistant.

Requests to exercise your data protection rights in relation to your conversation should be directed to the Clinic. Where you contact Lummy directly, we will refer your request to the Clinic and assist the Clinic in responding. Requests relating to technical and usage information may be sent to contact@lummy.ai.

7. What we process

• Conversation content — the messages you send and the responses generated.
• Contact details — where you voluntarily provide a name, email address or telephone number.
• Technical data — IP address, browser and device type, approximate location derived from IP address, page and referring URL, timestamps, and a session identifier stored in your browser.

We do not seek or require sensitive information. Where it is submitted in free text despite section 5, it is processed on the same basis as other conversation content.

8. Purposes and legal bases

9. Who receives it

Personal information processed through the Assistant may be disclosed to:

• the Clinic, and its staff and appointed agents
• our technology suppliers, including providers of chat platform, artificial intelligence, hosting, communications and infrastructure services, acting under contract and on our instructions
• professional advisers, insurers and regulators where required
• an acquirer or successor in the event of a sale, merger or reorganisation of our business.

Further information about the categories of supplier we use is available on request from contact@lummy.ai.

10. International transfers

Personal information is transferred to and processed in the United States and may be processed in other countries outside the UK and EEA. Such transfers are made under the UK International Data Transfer Addendum, the European Commission’s Standard Contractual Clauses, or an applicable adequacy decision, with supplementary safeguards where required.

11. Retention

We retain conversation content and technical data for no longer than is necessary for the purposes set out above, taking into account the nature of the information, the purpose for which it was collected, our operational and security requirements, and any applicable legal, regulatory or limitation-period obligations. It is then deleted or irreversibly anonymised.

Contact details submitted for an appointment request are retained by the Clinic under the Clinic’s own retention policy, over which Lummy has no control.

12. Your rights

Depending on where you live, you may have rights to access, correct, delete, restrict or object to the processing of your personal information, to portability, to withdraw consent, and to complain to a supervisory authority. Residents of certain US states may also have rights to opt out of the sale or sharing of personal information and of targeted advertising.

We do not sell personal information and we do not share it for cross-context behavioural advertising.

To exercise any right, contact the Clinic. Requests received by Lummy will be forwarded to the Clinic. UK residents may complain to the Information Commissioner’s Office; EU residents to their national supervisory authority.

13. Disclaimer of warranties

To the fullest extent permitted by applicable law, the Assistant is provided “as is” and “as available”. Lummy disclaims all warranties, conditions and terms of any kind, express, implied or statutory, including implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, accuracy, availability and non-infringement. We do not warrant that the Assistant will be uninterrupted, timely, secure or error-free.

14. Limitation of liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded. Where you are a consumer, nothing in these Terms affects your mandatory statutory rights.

Subject to the above, and to the fullest extent permitted by applicable law:

• Lummy shall have no liability for any indirect, incidental, special, consequential, exemplary or punitive loss, or for loss of profit, revenue, business, goodwill, opportunity, anticipated savings, data or reputation
• Lummy shall have no liability for any decision you take, or refrain from taking, in reliance on the Assistant’s output
• Lummy shall have no liability arising from information you choose to submit contrary to section 5
• Lummy’s total aggregate liability arising out of or in connection with the Assistant, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed GBP 100.

15. Indemnity

You agree to indemnify and hold harmless Lummy and its officers, employees and agents against any claim, liability, loss, damage, cost or expense (including reasonable legal fees) arising out of your breach of these Terms, your misuse of the Assistant, or any content you submit through it.

16. Children

The Assistant is not intended for and may not be used by anyone under 18. We do not knowingly process children’s personal information through it. If you believe a child has submitted personal information, contact contact@lummy.ai and we will delete it.

17. Governing law

These Terms and any dispute arising out of them are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

If you are a consumer resident in the European Union, the United Kingdom or another jurisdiction whose law grants you the right to bring proceedings where you live, or the benefit of mandatory local law, nothing in this clause deprives you of those rights.

18. General

If any provision is held invalid, illegal or unenforceable it shall be severed and the remainder shall continue in full force. Failure to enforce a provision is not a waiver of it. These Terms are the entire agreement between you and Lummy in relation to the Assistant.