Frontlo Terms of Service for Clinics

Version 1.2 · effective from 26 October 2026

This is a translation. In case of any discrepancy, the Polish version prevails.

§1. General provisions

These Terms of Service set out the rules for the use of the Frontlo platform by clinics, practices and salons (the “Clinic”).
The service provider is WEBSITTERS SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, with its registered office in Wrocław, ul. Aleksandra Hercena 10, 50-453 Wrocław, entered in the Register of Entrepreneurs of the National Court Register (KRS) under number 0000946109, tax ID (NIP) 8992915384, REGON 521002056, e-mail: [email protected] (“Frontlo”).
These Terms of Service constitute terms for the provision of electronically supplied services within the meaning of the Polish Act of 18 July 2002 on the Provision of Electronic Services.
The Platform is intended for businesses. The Clinic opens an account in connection with its business or professional activity.
Technical requirements: an up-to-date web browser (Chrome, Safari, Edge or Firefox) with internet access and an active e-mail address.

§2. Definitions

Platform — the Frontlo software made available on a SaaS basis: the clinic panel, the Clinic’s website, the mobile app for patients and related services (bookings, sales, payments, notifications, campaigns, AI features).
Account — the Clinic’s account in the panel, opened by the owner; the Clinic may add users (team members) to it.
Patient — a client of the Clinic who uses the Clinic’s website or app.
Plan — a scope of services with a subscription fee and a set-up fee, selected by the Clinic (§5).
Add-on — a service ordered in addition to a Plan and paid for separately (e.g. Ads).
Price List — the current prices of Plans, Add-ons and top-ups (SMS, AI), available at frontlo.com/pricing and in the panel (Settings → Plan).
Billing Period — the month for which the subscription fee is charged in advance.
Data Processing Agreement — the agreement on entrusting the processing of personal data, available at /dpa, which forms an integral part of the agreement with the Clinic.

§3. Conclusion of the agreement and the Account

The agreement is concluded when the Account is opened and these Terms of Service and the Data Processing Agreement are accepted. The person opening the Account represents that they are authorised to act on behalf of the Clinic.
The Clinic provides true information (including company details for invoicing) and keeps it up to date in the panel settings.
The Clinic is responsible for the actions of the users to whom it has granted access, for the permissions it has granted and for keeping passwords confidential. The Clinic shall notify Frontlo without delay of any suspected unauthorised access.

§4. Scope of services

Frontlo makes the Platform’s features available in line with the selected Plan, including: the calendar and bookings, patient records and treatment records, the sale of services, products, vouchers, packages and subscriptions, the loyalty programme, the Clinic’s website, the mobile app for patients (in Plans that include the app), e-mail, SMS and push notifications, campaigns and AI-assisted features.
Patients’ online payments are handled by an external payment provider (Stripe). Using payments requires the Clinic to enter into an agreement with that provider; the Clinic is the party to the transaction with the patient.
Frontlo may develop and change the Platform’s features. A change may not materially reduce the features of a paid Plan during the current Billing Period.

§5. Plans and Add-ons

Frontlo offers the following Plans:
- Website — the Clinic’s website with its own domain, bookings, shop and patient account on the website, plus the panel with all features except the mobile app for patients;
- Website + app — as above, plus access for the Clinic’s patients to the shared Frontlo app, displayed in the Clinic’s colours and with the Clinic’s content;
- Website + own app — as above, but with a separate Clinic app published in the App Store and Google Play under the Clinic’s name and icon.
Each Plan includes a monthly SMS allowance and an AI feature limit as specified in the Price List. Any unused allowance does not roll over to the following month. Once it has been used up, the Clinic may buy a top-up; until then, SMS campaigns and notifications are paused, while patient login codes continue to be sent.
Publication of the Clinic’s app in the stores depends on approval by Apple and Google. Frontlo prepares and submits the app but is not responsible for the store operators’ decisions or for the time their review takes. The Clinic provides the materials needed for publication (name, icon, descriptions, contact details).
Ads Add-on — automated management of the Clinic’s advertising campaigns on Google and Meta, paid monthly in addition to the Plan. The Clinic pays its advertising budget directly to Google and Meta under its agreements with those platforms. Frontlo does not guarantee campaign results. The Clinic is responsible for ensuring that its ads comply with the law (including the rules on advertising medical services) and with the platforms’ policies.
A bespoke website (a design outside the Platform’s templates) is priced individually. The scope, price and deadline are agreed in a separate offer; matters not covered by that offer are governed by these Terms of Service.

§6. Fees and changing the Plan

Fees are set out in the Price List in force at the time of the order. Prices are net prices, to which VAT is added in accordance with the applicable law.
The fees for a Plan consist of a one-off set-up fee, payable when the Plan is ordered, and a subscription fee, charged in advance for each Billing Period. Add-ons and top-ups are payable in accordance with the Price List. The set-up fee is non-refundable once implementation has started.
Payments are handled by the payment provider Stripe. Frontlo issues electronic invoices, to which the Clinic consents.
Upgrading to a higher Plan is possible at any time in the panel. The Clinic pays the difference between the set-up fee of the new Plan and the set-up fee already paid, and the subscription fee is prorated for the remainder of the Billing Period. Downgrading to a lower Plan does not give rise to a refund of the set-up fee.
When the Clinic moves from a Plan with the app to the Website Plan or cancels the services, patients may use the app for that Clinic until the end of the Billing Period paid for at the time of the change. The Clinic is removed from the clinic search in the app immediately, and after the end of that period the app redirects patients to the Clinic’s website. The panel shows this date before the change is confirmed.
If payment is not made, Frontlo may, after an unsuccessful request for payment and the lapse of at least 7 days, restrict access to the Platform until the amount due has been paid.

§7. Obligations of the Clinic

The Clinic uses the Platform in accordance with the law and these Terms of Service. In particular, it is prohibited to post unlawful content, to send unsolicited commercial communications without the required consents, to infringe the rights of third parties and to attempt to circumvent the Platform’s security measures.
The Clinic is the controller of its patients’ data and is responsible for the legal basis for processing it, for its information obligations towards patients, for marketing consents and for the content of its own documents (terms of service, privacy policy, cancellation policy). The document templates provided in the panel are a starting point to be reviewed by the Clinic.
The Clinic is responsible for the content and materials it publishes on its website and in its app (texts, photos, prices, treatment descriptions), including their compliance with the rules on advertising medical services.
Content generated by AI features consists of suggestions — the Clinic reviews it before publishing or sending it.
If the Clinic enables ad measurement on its website or in its app (pixels, server-side events to Meta, Google, TikTok), it is responsible for its configuration, its agreements with those platforms, the consent banner settings and the description in its privacy policy. The Platform sends data to those tools only with the patient’s consent.
A Clinic that keeps medical records on the Platform is responsible for keeping and storing them in accordance with the law, including granting permissions to its team. Frontlo support has access to them only with the consent of the Clinic’s owner given in the panel, for a limited time and on a read-only basis.

§8. Availability and support

Frontlo makes every effort to ensure that the Platform operates without interruption, except for maintenance work (announced in advance where possible and carried out outside peak hours) and failures beyond Frontlo’s control.
Technical support is provided by e-mail at [email protected].
Frontlo makes regular data backups. This does not release the Clinic from its record-keeping obligations under specific legislation.

§9. Content and licence

For the term of the agreement, Frontlo grants the Clinic a non-exclusive licence to use the Platform, including the website templates, to the extent necessary to use the services. The rights to the Platform and the templates remain with Frontlo.
The Clinic’s content and materials (texts, photos, logo) remain with the Clinic. The Clinic grants Frontlo a licence to store and publish them to the extent necessary to provide the services (website, app, app stores) and represents that it holds the rights to them.
The Clinic’s domain remains with the Clinic; the Clinic is responsible for paying for it and for the settings indicated in the panel.
A Clinic that uploads a font file to the Platform represents that it holds a licence or the rights holder’s consent to use the font on a website (web font), including making the file available to website visitors, and that this does not infringe the rights of third parties. The Clinic is responsible for the licence. Frontlo records who made the representation and when, and removes the font from the website at the rights holder’s request. The Clinic connects Adobe Fonts from its own Adobe account, on Adobe’s terms; Frontlo does not make available fonts from its own subscriptions.

§10. Liability

Frontlo is liable for non-performance or improper performance of the agreement in accordance with the general rules, subject to paragraphs 2–3.
Frontlo’s liability is limited to actual loss and to the amount of the fees paid by the Clinic in the 12 months preceding the event giving rise to the loss. This limitation does not apply to loss caused intentionally.
Frontlo is not liable for the operation of third-party services used by the Clinic (payment provider, SMS provider, app stores, advertising platforms), or for the Clinic’s content and decisions.

§11. Personal data

Frontlo processes the data of the Clinic’s users (the owner and the team) in connection with the Account and billing as a controller — the rules are described in the Privacy Policy.
Frontlo processes patients’ data on behalf of the Clinic as a processor, under the Data Processing Agreement. The exceptions in which Frontlo is the controller (the account in the Frontlo app, the phone number trace kept after account deletion) are described in the Privacy Policy.

§12. Complaints

The Clinic submits complaints about the Platform to [email protected], describing the problem.
Frontlo considers a complaint within 14 days and replies by e-mail.

§13. Term and termination

The agreement is concluded for an indefinite period.
The Clinic may terminate the agreement (cancel the Plan) with effect from the end of the paid Billing Period, from the panel or by e-mail. Until that date the services continue unchanged, including the app for patients (§6(5)). Fees for a period that has already started and the set-up fee are non-refundable. An Add-on may be terminated separately on the same terms.
Frontlo may terminate the agreement with 30 days’ notice, or without notice if the Clinic commits a gross breach of these Terms of Service and fails to stop the breach after being requested to do so.
Within 30 days of termination of the agreement, the Clinic may request a copy of its data in a commonly used electronic format. The data is then deleted in accordance with the Data Processing Agreement, unless the law requires it to be retained further. The Clinic downloads its medical records by exporting them from the panel — they are deleted only once their transfer has been confirmed (§3 of the Data Processing Agreement).
After termination of the agreement, the Clinic’s website is no longer published, and the Clinic’s app (Website + own app Plan) may be withdrawn from the stores.

§14. Changes to the Terms of Service

Frontlo may amend these Terms of Service for important reasons, in particular changes in the law, in the scope of services or in the Price List. It notifies the Clinic of the changes by e-mail or in the panel at least 14 days before they take effect.
A Clinic that does not accept the changes may terminate the agreement before they take effect.

§15. Final provisions

The agreement is governed by Polish law.
Disputes are resolved by the court having jurisdiction over Frontlo’s registered office.
Matters not regulated herein are governed by the Polish Civil Code and the Act on the Provision of Electronic Services.