Terms & Conditions

Retrevia reactivates dormant patients. For a clinic, we:

• Clean and sort a patient list the clinic provides
• Send text and email messages in the clinic's name, using wording the clinic approves
• Answer simple replies, such as hours and location
• Pass patients who want to book to the clinic's front desk
• Send a weekly report

We only do database reactivation. The exact scope for each clinic is set out in its pilot or service agreement.

2.1 Pilot

We usually start with a small pilot at one location. The length, weekly volume cap and any special terms are agreed in writing before it begins.

2.2 What we need from you

A patient export from your software, a named contact who can approve messages, and a way for your front desk to confirm bookings. We will help with the export on a call if you need it.

2.3 Approval

Nothing is sent until you approve the wording. You can ask for changes at any point.

3.1 Pilot: pay per patient who shows up

During the pilot, you pay $40 CAD, plus applicable taxes, for each patient who actually shows up to an appointment. Attendance is verified in your practice management software at the end of each month. You do not pay for patients who book but do not attend.

3.2 What counts as a patient who showed up

A patient counts when all four of these are true:

• The patient is on the campaign list
• The patient had no appointment booked before our first message
• The patient attends an appointment within 60 days of our first message to them
• Attendance is verified in your management software at the end of the month

Each patient is counted once, no matter how many visits they make.

We agree on how this is checked before the campaign starts so the count is fair for both sides.

3.3 Ongoing plan

If you like the results and want to keep Retrevia running after the pilot, the fee moves to a flat $500 CAD per location, per month, plus applicable taxes, and the per patient fee stops. Each location is priced separately, so you can add sites one at a time. We confirm the change with you in writing before it starts. You are never required to move to the ongoing plan.

3.4 Invoicing

We invoice once a month. During the pilot, the invoice is issued after the month ends and covers patients who showed up that month. On the ongoing plan, the flat fee is invoiced monthly. Invoices are due within 14 days. Fees are in Canadian dollars. Applicable taxes, including HST, are added where required.

3.5 Late payment

Overdue invoices accrue interest at 1.5% per month (18% per year) from the due date until paid. If an invoice is more than 30 days overdue, we may pause your campaign after giving you written notice. Pausing does not cancel the amount owed.

You agree that:

• You have a lawful basis, including consent where the law requires it, to contact every patient on the list you give us
• The information you provide is accurate, and you will tell us about patients who have asked not to be contacted
• You will review and approve messages promptly
• You will send us the month's attendance report by the 5th of the following month. If we do not receive it, we count patients for that month from our own booking records
• You will not send us clinical records or payment information

We send messages in line with Canada's Anti-Spam Legislation. Each message names your clinic, includes an easy way to opt out, and we send at most four messages to a patient. A reply asking to stop ends all messages. You may set a weekly cap on how many patients we pass to your team, and you can pause a campaign at any time by telling us.

We do not promise a number of replies or bookings. Results depend on your patient list, your availability, your location and many things outside our control. This is why the pilot is paid only for patients who show up.

We work from a standard export and do not connect directly to your practice software. Retrevia is not affiliated with or endorsed by the makers of any dental software we mention. Product names belong to their owners.

Each side keeps the other's non-public information private and uses it only for the service. This continues after the service ends.

Your patient data remains yours. We use it only to run your campaign, as described in our Privacy Policy and the data agreement we sign with you, and we delete it when we are done.

Retrevia keeps all rights in its website, tools, processes and materials. You receive the right to use the service and reports for your own clinic. Your patient data and your clinic's name and wording remain yours.

To the extent the law allows:

• Our total liability for any claim is limited to the fees you paid us in the three months before the claim
• We are not liable for indirect or consequential losses, including lost revenue or lost patients
• We are not liable for problems caused by your software, your phone or internet providers, or message delivery networks

Nothing here limits liability that cannot be limited by law.

You may stop at any time by giving written notice to contact@retrevia.ca. Give us 14 days of written notice. During a pilot, you may stop at any time. We may end the service if you break these terms or the law, or if an unpaid invoice stays unpaid after reasonable notice.

Fees for patients who showed up before the end date remain payable. We then delete your patient data as set out in the Privacy Policy and confirm when it is done.

Use the website lawfully. The content is general information and may change. Do not try to disrupt the site or access parts you are not meant to.

We may update these terms. We will tell clients about material changes by email in advance. Using the service after the change date means you accept them.

These terms and your signed agreement are the full agreement between us about the service. If they conflict, your signed agreement wins.

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. We will try to settle any dispute in good faith first. Otherwise, the courts of Ontario decide it.

Retrevia, Ontario, Canada

Email: contact@retrevia.ca