These Terms of Service (“Terms”) form a binding agreement between you (“you,” “Customer”) and Plexura AI Scribe (“Plexura,” “we,” “us”) governing your access to and use of the Plexura AI Scribe platform, browser extension, marketing site, APIs, and related services (collectively, the “Service”). By creating an account, clicking “I agree,” or otherwise using the Service, you accept and agree to be bound by these Terms. If you do not agree, you may not use the Service.
These Terms incorporate by reference our Privacy Policy and HIPAA Compliance Statement. If you use the Service to handle Protected Health Information, our Business Associate Agreement (“BAA”) is also incorporated and controls in the event of a conflict with these Terms regarding PHI.
1. The Service
Plexura AI Scribe provides AI-assisted clinical documentation tools for licensed mental and behavioral health professionals. Features include audio session recording and transcription, AI-generated clinical notes (SOAP, psychotherapy progress notes, psychiatric evaluations), diagnostic and billing-code suggestions, EHR-integration via a browser extension, FHIR/CCD exports, practice management, and analytics. The Service is provided as a software-as-a-service (SaaS) on a subscription basis.
Plexura is a documentation tool, not a medical device. Output from the Service — including transcripts, suggested diagnoses, suggested billing codes, and clinical notes — constitutes draft work product. The licensed clinician is solely responsible for reviewing, correcting, and approving any output before signing, billing, or pushing it to an EHR. Plexura makes no representation that the Service’s output is suitable for any particular clinical decision.
2. Eligibility
You may use the Service only if all of the following are true: you are at least eighteen (18) years old; you are a licensed healthcare professional or are using the Service under the direct supervision of one; you have legal authority to bind your organization to these Terms; and you are not barred from receiving the Service under U.S. or other applicable export, sanctions, or denied-persons laws.
3. Accounts and Authentication
You must provide accurate, current, and complete account information and keep it updated. You are responsible for maintaining the confidentiality of your credentials and for all activities that occur under your account, including activities by your invited practice members. Notify us immediately at info@plexura.ai if you suspect any unauthorized access.
Plexura enforces the following authentication safeguards:
- Passwords must be at least twelve (12) characters and meet our active complexity policy.
- Failed-login attempts are rate-limited and may trigger temporary lockout.
- Session tokens expire automatically after 120 minutes of issuance.
- Whitelisted-administrator access is restricted to specific email allowlist.
4. Subscription, Billing, and Trial
4.1 Plans
The “Professional” plan is offered at $79.99 USD per month, billed monthly via Stripe-hosted recurring subscription. The plan includes a seven (7) day free trial beginning at first sign-up. No payment method is required to start the trial; you will be prompted to add one before the trial expires. The “Enterprise” plan is offered at custom pricing for multi-clinician practices and is governed by a separate Master Services Agreement (MSA).
4.2 Recurring Billing and Authorization
By providing payment information, you authorize Plexura, through Stripe, to charge the payment method you provided on a recurring monthly basis until you cancel. Subscription fees are non-refundable except where required by law or as expressly provided in Section 4.4. All fees are exclusive of applicable taxes, which you are responsible for paying.
4.3 Failed Payments and Dunning
If a renewal payment fails, Stripe will retry the charge per its standard schedule and we will email you to update your payment method. If payment is not collected within fourteen (14) days, we may suspend or terminate the Service. Reactivation requires a successful payment and may not restore access to records that were locked during suspension.
4.4 Cancellation and Refunds
You may cancel your subscription at any time through the Stripe Billing Portal accessible from your account settings. Cancellation takes effect at the end of the then-current billing period; you retain access through the paid period. Refunds are not provided for partial periods, except (a) where required by law, or (b) at Plexura’s sole discretion when a Service-side fault prevented use of the Service for at least seven consecutive days.
4.5 Price Changes
Plexura may change subscription pricing on at least thirty (30) days’ notice by email. Changes apply to renewals beginning on or after the effective date.
5. Customer Data and Ownership
As between you and Plexura, you retain all right, title, and interest in and to all data, audio, transcripts, notes, codes, and other materials you upload, create, or generate within the Service (“Customer Data”). You hereby grant Plexura a worldwide, non-exclusive, royalty-free, limited license to host, copy, transmit, store, modify, transcode, and display Customer Data solely as necessary to provide and improve the Service for you, to enforce these Terms, and to comply with law. Customer Data that constitutes PHI is also subject to the BAA.
We do not use your PHI to train AI models. We may use aggregate, de-identified, or anonymized data (created in accordance with 45 C.F.R. § 164.514(b)) for service-improvement, benchmarking, and product analytics.
6. Acceptable Use
You agree not to:
- Use the Service to provide care or generate documentation for patients you are not licensed to treat in their applicable jurisdiction;
- Record any session without first obtaining the patient’s informed consent in compliance with state “all-party” or “one-party” recording-consent laws;
- Upload PHI for any patient who has not been informed that their session may be recorded and transcribed;
- Use the Service for non-clinical content (e.g., personal recordings, journalism, educational lectures) unless contracted for that purpose;
- Attempt to reverse-engineer, decompile, disassemble, or otherwise derive the source code of the Service, except where this restriction is prohibited by applicable law;
- Probe, scan, or test the vulnerability of the Service without our prior written consent (responsible disclosures may be sent to info@plexura.ai);
- Bypass or disable security or access-control features, including rate limits, audit logging, and session timeouts;
- Resell, sublicense, or grant access to the Service to third parties outside your authorized practice members;
- Use the Service to violate any applicable law, including HIPAA, state medical-licensing rules, anti-spam laws, or intellectual property rights;
- Upload malware, viruses, or any data designed to interfere with or harm the Service or other users.
7. Patient Consent and Recording Compliance
You are solely responsible for obtaining and documenting valid, informed, and lawful consent from every patient before recording, transcribing, or processing their session through the Service. Recording-consent laws vary by state and country; some jurisdictions require all parties to consent. The Service provides a built-in consent-tracking flag, but the legal sufficiency of consent is your responsibility as the treating clinician. Plexura disclaims any liability arising from your failure to obtain or document patient consent.
8. EHR Integration and the Browser Extension
Our browser extension reads the active EHR tab’s DOM only when you explicitly invoke a push action and only to write Plexura-generated note content into the EHR field you have targeted. The extension does not read existing chart contents or transmit DOM data back to Plexura beyond the metadata required to confirm a successful push. You are responsible for verifying that the content pushed to the EHR is correct, complete, and properly attributed before signing the note within the EHR. Plexura is not responsible for downstream EHR accuracy, regulatory compliance, or billing-code adjudication once the note has been pushed to your EHR.
9. AI Output and Clinical Responsibility
Outputs generated by the Service’s AI components — including diagnostic suggestions, ICD-10 / CPT / E&M code suggestions, narrative summaries, and template-formatted notes — are clinical drafts intended to assist, not replace, your professional judgment. AI models can produce errors, omissions, hallucinations, and outdated information. You agree:
- To independently review every Service output before signing, billing, or pushing it to a patient record;
- That you remain the licensed clinician of record and bear full responsibility for the clinical and billing accuracy of the final note;
- That nothing in the Service is intended to constitute medical advice, diagnosis, or treatment by Plexura;
- That AI suggestions do not create a clinician-patient relationship between Plexura and any patient.
10. Third-Party Services
The Service integrates with third-party platforms (including but not limited to Stripe, Tebra, Athena, Epic, Cerner, AdvancedMD, DrChrono, Practice Fusion, OpenAI, MongoDB Atlas, Resend, and Emergent infrastructure). Your use of those platforms is governed by their own terms and privacy policies. Plexura is not responsible for the availability, security, or content of third-party services. Where a third party is also a Business Associate, the BAA in place between Plexura and that third party protects PHI flowing through the integration.
11. Intellectual Property
The Service, including its software, design, text, graphics, logos, and trademarks, is owned by Plexura or its licensors and is protected by U.S. and international intellectual-property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Service solely for your internal business purposes during your active subscription. All rights not expressly granted are reserved.
If you submit ideas, suggestions, or feedback (“Feedback”), you grant Plexura a perpetual, irrevocable, royalty-free license to use the Feedback for any purpose without restriction or compensation.
12. Confidentiality
Each party agrees to keep confidential any non-public information disclosed by the other party that is marked confidential or that a reasonable person would understand to be confidential. This obligation survives termination for three (3) years, except for trade secrets, which remain confidential for so long as they qualify as such under applicable law. PHI is governed exclusively by the BAA and HIPAA.
13. Suspension and Termination
Plexura may suspend or terminate your access to the Service immediately, with or without notice, if (a) you breach these Terms or the BAA, (b) you fail to pay fees when due, (c) we reasonably believe your activity poses a security risk or harms the Service or other users, or (d) we are required to do so by law. You may terminate at any time by canceling your subscription as described in Section 4.4.
Upon termination, your access ceases. We will retain Customer Data for up to thirty (30) days during which you may export it through the Service or by emailing info@plexura.ai. After thirty (30) days, we will delete or anonymize Customer Data except for records we are legally required to retain (e.g., billing, audit logs, breach-investigation records). PHI return and destruction follow the BAA.
14. Disclaimers
EXCEPT AS EXPRESSLY PROVIDED IN THESE TERMS, THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. PLEXURA DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE FROM ALL ATTACK, OR THAT AI OUTPUTS WILL BE ACCURATE OR FREE FROM HALLUCINATION OR BIAS. PLEXURA DISCLAIMS ANY LIABILITY FOR CLINICAL DECISIONS MADE IN RELIANCE ON SERVICE OUTPUT.
15. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, PLEXURA AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AFFILIATES, AND LICENSORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, GOODWILL, USE, OR DATA, ARISING OUT OF OR RELATED TO YOUR USE OF THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. PLEXURA’S TOTAL AGGREGATE LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE TOTAL FEES PAID BY YOU TO PLEXURA IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM. THESE LIMITATIONS DO NOT APPLY TO LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW (INCLUDING GROSS NEGLIGENCE, WILLFUL MISCONDUCT, AND DEATH OR BODILY INJURY CAUSED BY PLEXURA’S NEGLIGENCE).
16. Indemnification
You will defend, indemnify, and hold harmless Plexura from and against any third-party claim, demand, or proceeding arising out of or related to: (a) your breach of these Terms or the BAA; (b) your violation of any law or regulation applicable to your professional practice; (c) your failure to obtain valid patient consent; (d) clinical decisions you made based on Service output; or (e) Customer Data you uploaded that infringes a third party’s rights. We will promptly notify you of the claim, allow you to control its defense (with counsel reasonably acceptable to us), and reasonably cooperate at your expense.
17. Governing Law and Dispute Resolution
These Terms are governed by the laws of the State of Delaware, United States, excluding its conflict-of-laws principles. Any dispute arising out of or relating to these Terms or the Service will be resolved exclusively by binding arbitration administered by JAMS in San Francisco, California, before a single arbitrator under the JAMS Streamlined Arbitration Rules, except that either party may seek injunctive or equitable relief in court for intellectual-property or confidentiality matters. YOU AND PLEXURA EACH WAIVE ANY RIGHT TO A JURY TRIAL AND TO PARTICIPATE IN A CLASS ACTION. If arbitration is unenforceable for any reason, the parties submit to the exclusive jurisdiction of the state and federal courts located in Delaware.
18. Modifications
Plexura may revise these Terms from time to time. Material changes take effect thirty (30) days after we post the revised version and notify you by email. Continued use of the Service after the effective date constitutes acceptance. If you do not agree to a revision, your sole remedy is to cancel your subscription before it takes effect.
19. Notices
Notices to Plexura must be sent to info@plexura.ai. Notices to you will be delivered to the email associated with your account or posted in the Service.
20. Miscellaneous
- Entire agreement. These Terms, together with the Privacy Policy, HIPAA Compliance Statement, BAA, and any executed order form, constitute the entire agreement between the parties and supersede all prior agreements.
- Severability. If any provision is held unenforceable, the remaining provisions remain in full force.
- No waiver. Failure to enforce any right is not a waiver of that right.
- Assignment. You may not assign these Terms without our prior written consent. We may assign in connection with a merger, acquisition, or sale of assets.
- Force majeure. Neither party will be liable for delay or failure caused by events beyond its reasonable control.
- Survival. Sections 5, 11–17, and 20 survive termination.
21. Contact
Plexura AI Scribe
Email: info@plexura.ai
Use the same address for legal, support, and security matters — all of which route to our team and are triaged within one business day.