Plain language, the controls we actually run, and exactly how pricing works. Updated 17 October 2026 to match our PHIPA Compliance Package and services agreement.
These Terms & Conditions govern your clinic's use of ZeroMiss, an AI reception service operated by 1611644 B.C. Ltd., operating as ZeroMiss Technologies, of Vancouver, British Columbia ("ZeroMiss", "we", "us"). "You" means the clinic or organization that signs up. By starting a test period or going live, you agree to these Terms. Ontario clinics sign a services agreement with us, with our PHIPA Compliance Package as its Schedule A; where that agreement differs from these Terms, the agreement governs.
ZeroMiss answers your clinic's phone line with an AI assistant, replies to text messages with a private secure-chat link, runs the secure web chat your patients use, and gives your team a dashboard (inbox, calls, requests, usage and access log). Where you connect your EMR or online booking system, ZeroMiss can show open times and, after the patient confirms, book, move or cancel appointments. The assistant identifies itself as an AI in its first sentence. It handles administrative tasks only: it does not give medical advice, diagnose or triage, and it is not an emergency service. Callers who describe an emergency are told to call 911, and clinical or urgent matters are passed to your staff.
Your clinic remains the custodian of its patients' information. For Ontario clinics, ZeroMiss acts as your agent under PHIPA (s. 17) and also follows the rules O. Reg. 329/04, s. 6 sets for providers of electronic services, where they apply. We collect, use, keep and delete personal health information only to provide the service to you, on your instructions; we never sell it, use it for marketing or use it to train AI models. Before go-live with real patients, you review and approve our PHIPA Compliance Package, prepared for your clinic, which documents the data flows, controls (and how you can verify each one), providers and breach commitments summarized here. The service is built to a PHIPA-aligned posture with these controls: • Storage in Canada: stored patient information is kept in our cloud provider's Montréal region, with two disclosed exceptions: our telephony provider keeps text messages for up to 10 days, in Canada and the United States; and the provider of the AI model for written replies may keep a prompt its automated safety systems flag as possible misuse for up to 90 days, possibly outside Canada, solely to check for abuse and never for training. Live speech recognition, speech synthesis, AI replies and phone routing pass through contracted providers, some outside Canada, which process conversations in the moment for nothing else. Call audio is routed through our voice provider's Canadian servers. • Encryption in transit (TLS 1.2+ for web traffic; encrypted signalling and audio for calls) and at rest (AES-256, plus a clinic-specific key for identity details and call transcripts). • Retention: no call audio is stored. Transcripts, messages and requests are deleted automatically after 30 days; details entered in secure forms within 24 hours. • No training: your patients' information is never used to train AI models, ours or our providers'. Our voice provider runs its AI requests under zero data retention. • Human access: unique logins, role-based access, multi-factor sign-in, automatic sign-out after 30 idle minutes. ZeroMiss staff can open a live clinic's patient information only through a time-limited, reason-logged grant that appears in your access log. • Audit logs: every view or change of patient information is recorded and kept for 2 years; the clinic owner can export it at any time. • Minimum-necessary collection and a secure web chat for names, dates of birth and anything sensitive; text messages never carry health details. • Segregation: each clinic's data is separated on our servers, with its own encryption key and credentials. No vendor can be "certified" under PHIPA, and we don't claim to be. We describe our controls and commit to them in writing. Your clinic remains the custodian and decides for itself whether the service meets its obligations; we encourage you to have the package reviewed by your own lawyer or privacy advisor, and we don't represent that using ZeroMiss, by itself, meets your obligations as custodian.
You agree to: tell your patients about the service in your privacy statement (we provide suggested wording); name a privacy contact with a direct phone number and keep it current; copy anything your clinic needs to keep (for example, a message that belongs in a patient's chart) into your own records within 30 days, and ask us for a hold when a record must be kept longer; keep services, hours, prices and practitioner details accurate in the dashboard; give dashboard access only to staff who need it and remove it promptly when they leave; keep your own login credentials confidential; create a dedicated, least-privilege account for ZeroMiss in your EMR if you connect one; pass patient access and correction requests to us when they concern ZeroMiss records; and tell us promptly about any suspected security incident on your side.
You may not use ZeroMiss to send marketing or unsolicited messages to patients without their consent, to contact people who have opted out, to impersonate anyone, to collect information beyond what reception requires, to attempt to access another clinic's data, to probe or bypass our security, or for any unlawful purpose. We may suspend specific features or numbers immediately to stop abuse or protect patients, and will tell you why.
Usage: $1.00 CAD per billable interaction. A billable interaction is one person reaching your clinic through ZeroMiss, by phone call, text message or secure chat, within a 12-hour window from their first contact (or within the same calendar day, clinic time, if your order says so). A call followed by texts and a secure chat in that window counts once. Not billed: calls the assistant identifies as spam, robocalls or wrong numbers; calls with no conversation, failed calls and calls under 10 seconds; test calls from our web console; and your clinic's own numbers that you list as excluded. PHIPA Compliance Administration Fee: $200.00 CAD, one-time, invoiced after you approve the PHIPA Compliance Package, separately from usage. Setup: $0. No long-term contract. Prices exclude applicable taxes (GST/HST/PST).
Usage is invoiced monthly in arrears from the daily counts shown on your dashboard's Usage page, which lists each interaction for the last 30 days (channels used, time, last 4 digits of the number). Invoices are due within 30 days. If you believe an interaction was counted in error, tell us within 30 days of the invoice; we review it against the usage records and credit any error.
Before go-live, your clinic is set up in a separate Test environment with made-up patients only, and can use ZeroMiss there (our test numbers, demo links and invited testers) at no charge. Interactions are counted on the Usage page so you can see how billing works, but nothing is invoiced while your clinic is in test. Every dashboard page shows whether you are in Test or Live. Real patients reach the service only after (a) your clinic has run the onboarding test on its own phone (a call, a text and a booking), (b) you have signed your approval of the PHIPA Compliance Package, and (c) we have given you our certificate of insurance and the results of our automated tests that check one clinic can't reach another clinic's information. For your first 30 days live on your real line, if ZeroMiss doesn't capture bookings your clinic would otherwise have missed, you pay no usage charges for that period. The PHIPA Compliance Administration Fee is separate from this commitment.
We use a small number of providers to deliver the service: a cloud provider (hosting, database, encryption keys and the AI model for text), a telephony provider (numbers, calls and text messages), and a real-time voice and inference provider (speech and the AI model for calls). Each acts for us under a written data processing agreement that limits use to delivering the service, forbids secondary use and model training, and requires breach notification. Your PHIPA Compliance Package names each provider, with its role, location and retention, and attaches its agreement in full. We give clinics at least 30 days' written notice before adding or replacing a provider. You may object in writing within that period on reasonable privacy grounds; we will then work with you in good faith on an alternative, and if none is agreed before the change takes effect, you may end the affected services by written notice, without penalty, and we refund any fees paid for the period after they end.
Report a suspected incident to privacy@zeromiss.ca with "SECURITY" in the subject, and abuse (unwanted texts, misuse of the link form, harassment through the assistant) with "ABUSE" in the subject. We acknowledge reports within 4 business hours (24 hours outside business hours), share an initial assessment within 24 hours, and provide a written incident report within 10 business days. If patient information in our care is stolen, lost, or used or disclosed without authorization, we begin containing it immediately on becoming aware; notify your named privacy contact by phone and email at the first reasonable opportunity and no later than 72 hours after becoming aware of it, including when we learn of it from one of our providers; identify the affected patients and records from the access log and system logs; give you what you need, including draft wording, to notify affected patients and, where required, the Information and Privacy Commissioner of Ontario; and keep a record of the incident for at least 24 months. Notifying patients and the Commissioner is your clinic's decision and duty as custodian; we support it fully.
While we provide the service, ZeroMiss holds technology errors and omissions insurance, including privacy and network security liability, with limits of at least $2,000,000 per claim and in the aggregate, and cyber insurance, with a licensed Canadian insurer. We give your clinic a certificate of insurance before any real patient reaches the service, and again on request.
We work to keep ZeroMiss available around the clock and monitor it continuously, but no phone or internet service is uninterrupted. If the assistant can't complete a call, the caller is offered your line, a callback or voicemail. We may improve or change features; we'll give you 30 days' notice of any change that reduces a control described in Section 3 or in your PHIPA Compliance Package.
You can cancel at any time; usage is billed to the end of the current month. A signed services agreement sets its own notice period, with no termination fee. On request, and before anything is deleted, we export your clinic's records (conversations, requests and the access log) in a common format (CSV or JSON), and export any records under a hold to you. Within 30 days of cancellation we delete your clinic's data, destroy your clinic's encryption key, which makes any remaining copy unreadable, remove stored calendar links, and confirm in writing what was deleted and when. Kept after the service ends, only for these purposes: the access log (record ids only, no patient content) until its 2 years run out; incident records for at least 24 months; and daily usage counts for invoicing. Holds: if you ask in writing (for example, because of a patient access request, a complaint, a dispute or an investigation), we suspend automatic deletion of the records you name within 1 business day, keep them encrypted until you lift the hold, and record the hold and its release.
ZeroMiss, its software and its documentation remain ours. Your clinic's content (your knowledge base, services and branding) and your patients' information remain yours. You give us permission to use them only to provide the service to you. Suggestions you send us may be used to improve ZeroMiss without obligation.
We provide ZeroMiss with reasonable skill and care and will meet the commitments in these Terms and your PHIPA Compliance Package. Otherwise the service is provided as is, and AI-generated replies can occasionally be wrong, which is why bookings require patient confirmation and clinical matters go to your staff. To the extent the law allows, our total liability under these Terms is limited to the fees you paid in the 12 months before the claim; for a breach of our patient-information or confidentiality commitments, that limit is replaced by the greater of two times that amount and $1,000,000. Neither of us is liable for indirect or consequential losses. Nothing here limits liability that can't be limited by law.
These Terms are governed by the laws of British Columbia and the federal laws of Canada that apply there. Our services agreement with an Ontario clinic is governed by the laws of Ontario, and PHIPA applies to patient information in every case.
We may update these Terms and note the effective date below; material changes are sent to clinics 30 days before they take effect. Questions: privacy@zeromiss.ca.
How patient information is handled, in detail: data flows, subprocessors and breach commitments.
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