Terms of service

Acceptance

These Terms of Service govern your access to websites and services provided by Virela Inc. By accessing or using the services, you agree to these terms. If you use the services for an organization, you represent that you have authority to bind that organization.

Services and customer agreements

Virela configures workflow automation that may operate software, support communications, coordinate tasks, and produce operational output. The exact scope, pricing, term, support, service levels, and deployment responsibilities are negotiated and stated in an order form or other written customer agreement.

If a customer agreement conflicts with these website terms, the customer agreement controls for the purchased services.

Customer responsibilities

Customers are responsible for their users, credentials, instructions, workflow rules, source data, system permissions, and lawful authority to direct Virela’s work. Customers must review configured workflows and maintain appropriate human oversight, exception handling, access controls, notices, and consents.

Healthcare and HIPAA

Virela is not a healthcare provider and does not provide medical advice, diagnosis, or treatment. Customers remain responsible for clinical decisions and patient care.

For every customer deployment involving protected health information, Virela ensures that its services are configured and operated in compliance with applicable HIPAA requirements. Before processing any PHI, Virela implements the required safeguards and enters into a Business Associate Agreement with the customer. Virela will not begin processing PHI until these requirements are satisfied.

Workflow output and communications

Automated and AI-assisted output may be incomplete, incorrect, delayed, or require review. Customers must not rely on Virela as the sole basis for clinical, emergency, safety-critical, eligibility, or other high-impact decisions.

Customers are responsible for required notices, permissions, and consents relating to calls, recordings, transcripts, email, and text messages, and must honor applicable opt-out requests.

Accounts and acceptable use

You must protect credentials, use appropriately scoped accounts, and notify Virela of suspected unauthorized access. You may not misuse the services, violate law, infringe rights, introduce malicious code, attempt unauthorized access, interfere with security, or use the services to make prohibited clinical or discriminatory decisions.

Data and intellectual property

Customers retain their rights in customer data and authorize Virela to process it as necessary to provide, secure, and support the contracted services, subject to the customer agreement and Business Associate Agreement. Virela and its licensors retain rights in the services, software, workflow tooling, documentation, and related technology.

Third-party services

Virela may interact with software and services supplied by third parties. Virela does not control those services and is not responsible for their availability, terms, changes, or independent conduct. Customers are responsible for maintaining required third-party rights and accounts.

Fees, confidentiality, and termination

Fees, payment, confidentiality, suspension, and termination obligations are set out in the applicable customer agreement. Virela may restrict access when reasonably necessary to address security risk, unlawful use, nonpayment, or material breach, subject to applicable contractual obligations.

Disclaimers and liability

Except as expressly stated in a customer agreement, the services are provided “as is” and “as available.” To the fullest extent permitted by law, Virela disclaims implied warranties and will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or lost profits, revenues, data, or goodwill. Any negotiated liability terms or caps are stated in the applicable customer agreement. These limitations apply only to the extent permitted by law.

Governing law, changes, and contact

These terms are governed by the laws of the State of Delaware, without regard to conflict-of-law principles. Unless a customer agreement states otherwise, disputes will be brought exclusively in the state or federal courts located in Delaware, and each party consents to their jurisdiction.

We may update these terms and will post the revised version with a new effective date. Questions may be sent to support@usevirela.com.