Terms of Service

Last updated: 30 September 2026

1. Who this is with

These terms are an agreement between your practice and its authorised users ("you") and Hypermetron, the company that operates HyperCRM ("we", "us"). Hypermetron is the contracting party and the entity that invoices you: it is the name that appears on your invoices and on your card statement. Creating an account means you accept these terms. For our full legal entity details, write to hello@hypercrm.app.

2. What the service is

HyperCRM is practice management software covering scheduling, patient records, intake forms, file storage and invoicing. It also gives your practice a website with online booking, sends appointment reminders by text message and email, includes an assistant inside the app, and can run more than one location. Where your practice uses it, a phone assistant can answer your line and take a booking. It is provided as a subscription and it changes as features are added.

3. The assistants, and what they are

HyperCRM includes two AI assistants: one inside the app, and one that can answer your phone and take a booking. They are software, and software of a kind that can be confidently wrong. They act as the person who asked, inside that person's permissions, and they do what the screens would do.

Your practice decides how they are used. Which of your staff use the assistant, whether the phone line answers at all, and whether a phone booking is confirmed outright or waits for someone to check it, are your settings. What the assistants write lands on your records, and those records are yours. The phone assistant tells a caller it is an AI before anything else.

If one of them gets something wrong because HyperCRM has a defect, tell us and we will fix it, as with any other part of the product. Nothing here limits whatever your own professional and legal duties to your patients require of you.

4. Your account

You are responsible for your account and for the people you invite into it. Each person signs in with their own passkey, password or emailed link, so keep your devices and credentials secure. The practice owner manages staff access, and by design the last owner of a practice cannot be removed — a practice can never be locked out of its own records.

5. Your data stays yours

You keep all rights to the data you enter. How we handle it is set out in the Privacy Policy and, for clinical data, the Data Processing Agreement. You can export the larger part of it yourself at any time — your patient list, your reports and the activity log to CSV, every file downloadable — with no fee and no waiting period, during the trial, on either plan, and after you cancel. Notes, appointments, invoices, dental and gum charts, courses of appointments and referrers have no self-service export yet; ask us and we will produce them, and ask before you close the account.

In exchange, you are responsible for having the right to enter the data you enter, including patient consent where your local law requires it. Do not upload data you have no lawful basis to process.

6. Acceptable use

Do not use HyperCRM to break the law or infringe anyone's rights; do not attempt to breach its security, probe it without our permission, or degrade it for other practices; and do not resell or white-label it without our agreement.

7. Plans, prices and payment

Prices are published on the pricing page and nowhere else — there is no quoted or negotiated price. They are stated including VAT, in euro, per practice, and start at €19 a month. The published price is the amount you pay: VAT at the rate that applies to you is included in it, not added at checkout.

Credits, and what spends them. Your plan includes an allowance of credits each month. Four things spend them: text message reminders, the in-app assistant, phone assistant minutes, and file storage above your plan's allowance, charged per gigabyte a month. The allowance resets each month and does not roll over. You can buy a pack of extra credits at any time, and a bought pack does not expire. A pack you have not spent can be refunded; credits you have already used cannot, because the texts, the calls and the AI answers they paid for have already happened. If you run out, the things that spend credits stop until the allowance resets or you buy a pack — nothing is deleted, no file is removed, and the rest of the product keeps working. Storage over your allowance stops new uploads, never reading what is already there. The rates and the allowances are on the pricing page.

Your price is set by a band, and the band is determined by how many practitioners your practice has: a practitioner is a member with their own login and calendar. Reception, admin and owner-only accounts are unlimited and do not affect your price. If your practitioner count crosses a band boundary we will tell you, and the new band applies from your next billing period — we will not raise a charge mid-period without your agreement.

Subscriptions are billed monthly, or annually at 10 months' charge for 12 months of access. They renew automatically until cancelled. Before an annual renewal is charged we send you an email in advance, so a renewal is never the first you hear of it. Payments are processed by Stripe; we do not store your card details.

If a payment fails, your access is not cut off immediately — the card is retried, and we email you. Repeated failure eventually moves the account to read-only, which is reversible the moment a payment succeeds.

8. The trial

New practices get 30 days on the Complete plan without providing a card. Because we take no card, nothing can be charged when the trial ends: the account becomes read-only — fully readable and fully exportable, but no new appointments, patients or notes — until you choose a plan. Choosing one restores full access immediately.

9. Refunds and cancellation

You can cancel at any time, from inside the app, without asking us. What is refunded depends on which of the following applies first:

• A downgrade or a band drop is credited, never refunded to your card. You are not leaving, so the unused value stays on your account against future invoices.
• A money-back window of 30 days from your practice's first payment. Cancel within it and you get everything back, on either plan and on either billing interval. The window runs from the first payment, not from each renewal.
• After that, a monthly subscription is not pro-rated. Your access runs to the end of the period you have already paid for, and there is no partial refund of it.
• After that, an annual subscription refunds its unused whole months, re-rated at the effective monthly rate you actually paid — the annual amount divided by 10, which is the rate you bought. Months you have used are not refunded, and the refund is never negative.

Refunds are issued to the original payment method together with a credit note, which is what your accountant needs for the VAT. Card refunds take a few working days to appear, which is your bank's timing rather than ours.

10. Ending it — cancelling, and closing

These are two different things and only one of them deletes anything.

Cancelling ends the billing. Your account becomes read-only at the end of the period you have paid for: everything stays readable, the lists that export still export, every file still downloads, and it stays that way indefinitely. We do not delete practice data because a subscription lapsed — clinical records carry retention obligations that sit with your practice, and an unpaid invoice is not a reason to destroy them. Once a year we email the account owner to say the data is still there, with the export link and the route to close.

Closing is the deliberate act that ends it. You can close the practice from inside the app; that starts a 30-day recovery window, during which closing can still be undone, after which the data is deleted on the schedule in the Privacy Policy.

We may suspend or close an account that breaches these terms, or where the law requires it. Except where a breach makes it impossible, we will give notice and a chance to export first.

11. What we promise — and what we do not

• The service is provided as is and as available, without warranties, to the fullest extent the law allows.
• We do not yet offer a guaranteed uptime or a contractual service-level agreement. Support is by email, with priority response on Complete.
• We may change, suspend or remove features. We will not make a destructive change to your data without notice and a way to export first.

None of this reduces rights you have under consumer or other law that cannot be excluded.

12. Liability

To the maximum extent permitted by law, we are not liable for indirect, incidental or consequential loss, for lost profits or revenue, or for loss of data to the extent it could have been avoided by using the export tools we provide free of charge.

Nothing in these terms excludes or limits liability that cannot lawfully be excluded — including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any other liability the applicable law does not allow us to limit.

13. Changes to these terms

We will update these terms as the product and the business develop. The date at the top reflects the current version, and account holders get an email before a material change takes effect. A price change never applies to a period you have already paid for.

14. Governing law

These terms are governed by the laws of Greece, and the courts of Greece have jurisdiction — without depriving you of any protection under the mandatory law of your own country of residence.

15. Contact

Questions about these terms: hello@hypercrm.app.