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DocMap Clinic Concierge

Terms & Privacy

These policies apply specifically to DocMap Concierge when you use the chat widget on a clinic's website. For our broader privacy notice, see the DocMap Privacy Policy.

Section 1

Terms of Service

These terms govern your use of DocMap Concierge (“Concierge” or “the Service”), an embeddable AI chat widget that clinics may add to their websites. The Service is operated by DocMap Ltd. These terms are separate from, and additional to, any terms governing the DocMap booking platform.

Last updated: July 2026

1. About the Service

DocMap Concierge is a text-based chat widget embedded on clinic websites. It helps visitors find information about a clinic's services, fees, and booking options, and can facilitate a handoff to the clinic when you choose to share your contact details.

Concierge is a web-only service. It does not use WhatsApp, telephone, SMS, or voice.

2. Acceptance of terms

By using Concierge — including by agreeing to the in-widget consent prompt and submitting messages — you agree to these Terms of Service and the Concierge section of our Privacy Policy. If you do not agree, please do not use the Service.

3. Consent

Concierge uses a dual consent model enforced before data is processed:

3.1 AI processing consent

Before you can send messages, you must agree to AI processing of your chat content. Without this consent, the chat will not start.

3.2 Clinic-share consent

If you choose to be connected with the clinic, you must give separate consent before your contact details and conversation summary are shared with the clinic. Contact details are only collected at the handoff step, not during general chat.

4. Important medical disclaimers

Concierge is NOT a medical service:

  • Concierge does not provide medical diagnoses, medical advice, or clinical treatment.
  • Concierge does not replace the relationship between you and your healthcare provider.
  • If you mention urgent symptoms, Concierge will signpost you to emergency services rather than provide clinical guidance.
  • If you are experiencing a medical emergency, call 999 immediately. For urgent but non-emergency concerns, call 111 or contact your GP.

5. Relationship with the clinic

Each Concierge widget is configured for a specific clinic (tenant). The clinic decides what information is available in the widget and receives handoff details only when you consent. DocMap may act as a data processor for clinic tenant data where we process data on the clinic's instructions.

Clinical care, appointment booking, fees, and cancellations remain between you and the clinic. DocMap does not guarantee the availability, quality, or suitability of any clinic service.

6. Your responsibilities

When using Concierge, you agree to:

  • Provide accurate information when submitting a handoff request
  • Not use the Service for emergency medical situations
  • Not send abusive, threatening, or inappropriate messages
  • Not use the Service for any unlawful purpose

7. Data protection

Full details are set out in the Concierge privacy notice on this page and in our Privacy Policy. The Concierge widget is not covered by the DocMap patient portal cookie banner — see our Cookie Policy for details.

8. Limitation of liability

To the fullest extent permitted by law, the Service is provided “as is” and “as available” without warranties of any kind. We are not liable for the quality of care or services provided by any clinic. Nothing in these terms excludes liability that cannot be excluded or limited by law.

9. Changes to these terms

We may update these Terms from time to time. Material changes will be communicated via a notice on our website. Continued use after changes constitutes acceptance of the updated terms.

10. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Contact us

For questions about these Terms of Service:

General
support@docmap.co.uk
Data protection
admin@docmap.co.uk
Post
DocMap Ltd, 16.01 Makers Building, 1 Jasper Walk, London, N1 7TW, United Kingdom

Section 2

Privacy Notice

This privacy notice applies when you use DocMap Concierge, the embeddable chat widget on a clinic's website. It supplements the DocMap Privacy Policy.

Last updated: July 2026

1. Who we are

DocMap Ltd (“DocMap”, “we”, “us”) operates Concierge. For visitor chat data, DocMap is typically the data controller. Where we process data on a clinic's instructions (for example, handoff records), DocMap may act as a data processor for that clinic. Registered address: 16.01 Makers Building, 1 Jasper Walk, London, N1 7TW, United Kingdom. Data protection contact: admin@docmap.co.uk.

2. What data we process

Chat messages

Text you send during a Concierge conversation

Pseudonymous identifiers

Visitor and session IDs used to maintain conversation state

Consent records

Timestamps showing when you agreed to AI processing and clinic sharing

Handoff contact details (optional)

Name, email and/or phone — only if you consent to clinic sharing and submit the handoff form

Health-related content (if you choose to share it)

Special category data only if you describe health topics in chat. Concierge is not designed to collect clinical records.

3. Purpose and lawful basis

  • Answering clinic enquiries via AI chat: Consent (Art. 6(1)(a)); explicit consent for health data if you share it (Art. 9(2)(a))
  • Handoff to the clinic: Consent (Art. 6(1)(a)) — separate clinic-share consent required
  • Service safety and quality monitoring: Legitimate interests (Art. 6(1)(f))
  • Clinic billing (B2B): Contract (Art. 6(1)(b)) — applies to clinic subscriptions, not patient payments

4. Sub-processors

Amazon Web Services

DynamoDB session storage, S3 content, SES email handoffs

Location: EU (London, eu-west-2) · UK Adequacy; AWS DPA

Upstash

Redis cache and rate limiting

Location: EU · DPA; EU hosting

Vercel

Widget hosting and API

Location: UK/EU edge · DPA; UK/EU data processing

OpenRouter / LLM providers

AI inference (Anthropic Claude, Google Gemini)

Location: US / global · DPA; Standard Contractual Clauses

Stripe

Clinic subscription billing (not patient payments)

Location: US / global · Stripe DPA; SCCs

AI observability provider

Tenant-tagged inference traces for quality monitoring

Location: Per provider configuration · DPA; may include international transfers

5. Retention

  • Live chat cache: Up to 30 minutes rolling TTL in cache; conversation state is not held indefinitely in live cache
  • Session and event records: Stored in encrypted databases for operational, audit, and handoff purposes
  • Stored content (e.g. transcripts): Up to 365 days, then deleted per lifecycle rules
  • Pilot tenant data: Deleted within 30 days of pilot end unless the clinic converts to a paid subscription
  • AI observability traces: Typically up to 90 days

6. International transfers

Primary storage is in the EU (London). LLM inference may involve transfers to the US and other countries. We rely on appropriate safeguards such as Standard Contractual Clauses and processor DPAs under UK GDPR.

7. Your rights

You have the rights set out in UK GDPR, including access, rectification, erasure, restriction, portability, and objection. To exercise your rights, email admin@docmap.co.uk. You may also lodge a complaint with the Information Commissioner's Office (ICO).

8. Cookies and local storage

The Concierge widget uses session storage and short-lived tokens for authentication and consent state. It is not covered by the DocMap patient portal cookie banner. See our Cookie Policy for the portal cookie approach and the Concierge exclusion note.

9. Automated decision-making

Concierge uses AI to generate responses about clinic services. It does not make fully automated decisions that produce legal or similarly significant effects. Handoff to a clinic requires your explicit consent.