Legal

Terms of Service

Last updated: March 2026  ·  Effective: March 2026

These Terms of Service ("Terms") govern your use of the Sanctum platform ("Service"), operated by [COMPANY NAME] Ltd, a company registered in England and Wales (company number [NUMBER]) ("Sanctum", "we", "us", or "our").

By creating an account or using the Service, you agree to these Terms and the incorporated documents listed below. If you do not agree, do not use the Service.

1. The Service

Sanctum is an AI-powered practice management platform for healthcare practitioners. It enables practitioners to manage patient communications across channels, use AI-assisted message drafting, manage appointments, and run practice operations. The Service is provided on a software-as-a-service (SaaS) basis.

2. Eligibility

The Service is for use by qualified health practitioners and their authorised staff. By using Sanctum, you confirm that:

• You are legally permitted to practise in your jurisdiction
• Your use complies with all applicable professional regulations, licensing requirements, and laws
• You are at least 18 years old and have authority to enter into this agreement

3. Accounts

• You are responsible for maintaining the security of your account credentials
• You must notify us immediately at hello@sanctum.support of any unauthorised access
• You are responsible for all activity that occurs under your account
• You must not share your account credentials or allow unauthorised third parties to access the Service under your account
• You may add team members within your practice; each must agree to these Terms

4. Subscription and payment

The Service is offered on a subscription basis. Current plans and pricing are displayed during sign-up and in your account settings.

• Subscriptions are billed in advance and renew automatically on the billing date unless cancelled
• You must cancel before the renewal date to avoid being charged for the next period
• Fees are non-refundable except as required by law or as expressly stated in these Terms
• We reserve the right to change pricing with at least 30 days' written notice to your registered email address
• If payment fails, we may suspend access to the Service after reasonable notice

5. Free trial

We may offer a free trial period. During the trial, full Service features are available. At the end of the trial you must select a paid plan to continue. We reserve the right to modify or discontinue free trials at any time without notice. No credit card is required until you select a paid plan.

6. Acceptable use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any law or regulation
• Send unsolicited commercial communications to patients or third parties
• Use AI-generated responses as a substitute for professional clinical judgement
• Attempt to reverse engineer, decompile, or extract source code from the Service
• Use the Service to store or process data in a way that violates your patients' rights or applicable data protection law
• Interfere with or disrupt the integrity or performance of the Service or its underlying infrastructure
• Attempt to gain unauthorised access to any part of the Service or related systems
• Use the Service to process data for any purpose other than managing your own healthcare practice
• Resell, sublicense, or provide access to the Service to third parties without our written consent

7. AI-generated content

The Service uses artificial intelligence (powered by Anthropic's Claude) to classify patient messages and generate draft responses. You acknowledge that:

• AI-generated responses are drafts for your review — the Service requires your approval before sending complex or sensitive responses
• You remain solely responsible for all communications sent to patients from your account, including any AI-assisted content you choose to send
• AI responses must never replace professional clinical judgement or constitute clinical advice
• Sanctum does not warrant the accuracy, completeness, or appropriateness of any AI-generated content
• Patient message content is anonymised before transmission to Anthropic; your patient data is not used to train AI models

8. Patient data and data protection

When you use the Service to process patient communications:

• You are the Data Controller for your patients' personal data under UK GDPR
• Sanctum is your Data Processor, acting only on your documented instructions
• You are responsible for having a lawful basis for processing patient data and informing patients appropriately
• You must have a signed Data Processing Agreement with Sanctum — this is agreed at sign-up
• You must maintain appropriate records of processing activities as required by UK GDPR
• You are responsible for responding to data subject requests from your patients

Our obligations as Data Processor — including security measures, sub-processor controls, breach notification timelines, and international transfer safeguards — are set out in the Data Processing Agreement.

9. Termination

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period. We may suspend or terminate your account immediately if:

• You materially breach these Terms and do not remedy the breach within 14 days of notice
• You fail to pay applicable fees after reasonable notice
• We are required to do so by law or a regulatory authority
• Your use of the Service poses a risk to the security of the platform or other customers

On termination, we will provide you with an export of your data within 30 days. After that period, your data will be deleted in accordance with our Privacy Policy and Data Processing Agreement.

10. Intellectual property

Sanctum and its underlying technology, design, and features are owned by us and protected by intellectual property law. These Terms do not grant you any rights in our intellectual property beyond the limited licence to use the Service for its intended purpose.

Your data is yours. You retain full ownership of the data you and your patients input into the Service. We claim no intellectual property rights over your practice data, patient records, or communications.

11. Confidentiality

Each party agrees to keep the other's confidential information (including commercial terms, technical details, and patient data) strictly confidential and not to disclose it to third parties without prior written consent, except as required by law.

12. Limitation of liability

To the maximum extent permitted by applicable law:

• Sanctum shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, goodwill, or business interruption
• Our total aggregate liability for any claim arising from or related to these Terms or your use of the Service shall not exceed the total fees paid by you 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, fraudulent misrepresentation, or any other matter that cannot be excluded by law

13. Disclaimer of warranties

The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that:

• The Service will be uninterrupted, error-free, or secure
• AI-generated content will be accurate, appropriate, complete, or suitable for any clinical purpose
• The Service will meet your specific requirements

14. Changes to the Service

We may modify, update, or discontinue features of the Service at any time. For material changes that adversely affect your use, we will give reasonable notice by email. Your continued use after changes take effect constitutes acceptance.

15. Changes to these Terms

We may update these Terms from time to time. We will notify you of material changes by email with at least 14 days' notice before changes take effect. Your continued use of the Service after that period constitutes acceptance of the updated Terms. If you do not accept the updated Terms, you may cancel your account before they take effect.

16. Governing law and disputes

These Terms are governed by and construed in accordance with the laws of England and Wales. Any dispute arising from or related to these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where you are a consumer in which case your local statutory rights are not affected.

17. General

• Entire agreement. These Terms (including incorporated documents) constitute the entire agreement between you and Sanctum regarding the Service, superseding all prior agreements.
• Severability. If any provision of these Terms is found to be unenforceable, the remaining provisions remain in full force.
• Waiver. Failure to enforce any provision shall not constitute a waiver of future enforcement.
• Assignment. You may not assign your rights under these Terms without our written consent. We may assign our rights in connection with a merger, acquisition, or sale of assets.
• Force majeure. Neither party shall be liable for delays or failures caused by circumstances outside their reasonable control.