1. Services
PatientEngines will provide the marketing services included in the plan you select at checkout (Starter, Growth, Scale, or any add-on), as described on the order page and confirmed in your order confirmation email. That confirmation defines the full Scope of Work.
This agreement covers the monthly plan services only. Additional services, including call center and appointment-setting services, are available under a separate agreement.
Anything not listed in your plan is outside the Scope of Work and handled under Section 6 (Change Requests).
2. Fees, Billing & Renewal
- This is a month-to-month agreement. Services are prepaid: your card is charged at signup and automatically on the same date each month until you cancel in writing.
- The first month covers setup and onboarding. There are no refunds on the first month under any circumstances.
- No refunds are issued for processed payments, for cancellations made after a billing date, or for unused time in a billing period.
- Website hosting, if applicable, is billed as a separate monthly line item.
- Work outside your plan’s Scope of Work is billed at our standard rate of $125 per hour.
3. Ad Spend
- Ad spend is paid by Client directly to the ad platform (Meta, Google, etc.) and is entirely separate from PatientEngines fees. Client is responsible for all ad costs.
- A valid credit card must be loaded into the applicable ads manager.
4. Onboarding & Client Responsibilities
Onboarding typically takes 3 to 5 days based on the complexity of the account, and depends on how quickly you complete your intake form, attend your kickoff call, and grant access to your accounts (website, Meta Business Manager, Google Business Profile, CRM, etc.).
Billing runs from the date of signup regardless of setup status. Delays caused by slow responses, missing account access, restricted or banned ad accounts, extended approval rounds, or failed payments do not pause, delay, or discount billing. PatientEngines reserves the right to cancel the account if requested access is not provided.
If your Meta account is restricted or banned, we will assist with the appeal process. Restricted accounts do not qualify for any delay or refund, as platform restrictions are outside of our control.
5. Software & Accounts
- CRM and automation software is provided through the PatientEngines master agency account. Existing sub-accounts must be transferred to us, or a new one will be created.
- If Client later wants their sub-account transferred to another agency account, the transfer work is billed at our standard hourly rate.
- Client authorizes PatientEngines to access and operate accounts on Client’s behalf, including managing settings, resetting passwords, and storing content as needed to perform the work. We follow standard security practices but are not liable for account compromise, hacking, or platform actions.
6. Change Requests
Any request outside your plan’s Scope of Work is a Change Request. Change Requests must be submitted in writing, require additional time, and are billed at $125 per hour for actual time spent. Requests submitted without asking for a quote are considered approved and authorized. If you request a quote, work on that item pauses until you approve or reject the quote in writing.
7. Cancellation
- Either party may cancel with written notice. Cancellation takes effect at the end of the current billing period; you will not be charged again after that, and no refunds are issued for the current period.
- Client is responsible for stopping their own ad campaigns and canceling any directly held software subscriptions.
- Once cancellation is submitted, no new work or edits will be performed. The remaining period is for wind-down and account closure only.
- Any open invoices are due within 30 days of cancellation notice.
8. Ownership of Content & Accounts
Client retains full ownership of their ad accounts, website, domains, social profiles, and all existing content and accounts. PatientEngines does not retain ownership of the Client’s website or accounts. Anything we build is built based on Client requirements as needed and belongs to the Client.
PatientEngines retains ownership only of its own internal tools, templates, systems, and processes used to deliver the work.
9. Use of AI
Marketing services are completed with the assistance of AI tools. AI can make mistakes. Client is responsible for reviewing published materials, and PatientEngines is not liable for errors produced by AI.
10. Compliance & Third-Party Fees
Client is solely responsible for all third-party fees (phone, SMS, email sending, hosting, software not included in the plan) and for proper account registration, including SMS/A2P registration.
Client is solely responsible for compliance with all laws and regulations applicable to their business and marketing, including HIPAA, TCPA, CAN-SPAM, state medical advertising rules, and the advertising policies of each platform. As part of building out your account, PatientEngines will assist with completing required compliance registrations (such as A2P/SMS registration) where needed. PatientEngines does not provide legal or compliance advice.
11. Reputation & Reviews
PatientEngines is not responsible for the content of reviews posted about Client on any platform. Automated review outreach requires a compatible scheduling system or CRM integration; otherwise, contact information must be entered manually by Client.
12. Confidentiality
Each party will protect confidential information disclosed by the other and will not share it with third parties. This does not apply to information that is already known, publicly available, or received from a third party without a confidentiality obligation.
13. Promotional Use
PatientEngines may use the project, results, and related images for its own marketing and portfolio purposes.
14. Relationship of the Parties
PatientEngines is an independent contractor, not an employee, partner, or joint venturer of Client. PatientEngines may work with other clients at any time and may assign team members or subcontractors to the work to ensure quality and timely completion.
15. Indemnification & Release
Client will indemnify and hold PatientEngines harmless from any claims, costs, and expenses, including attorney’s fees, arising from materials Client provides or requests for which proper rights, permissions, or releases were not obtained, and from Client’s own regulatory compliance obligations.
Client releases PatientEngines, its owners, employees, contractors, and assigns from all claims of any kind relating to the work performed under this agreement, to the maximum extent permitted by law.
16. Limitation of Liability
To the maximum extent permitted by law, PatientEngines is not liable for any special, incidental, or consequential damages, including lost profits, lost revenue, ad spend costs, business interruption, or loss of data. PatientEngines’ total liability under this agreement will not exceed the fees paid by Client in the 3 months preceding the claim.
17. Professional Conduct
Client agrees to communicate professionally at all times. Abusive or unprofessional conduct, as determined by PatientEngines, may result in immediate termination of the account.
18. Force Majeure
Neither party is liable for delays or failures caused by events beyond its reasonable control, including acts of God, platform outages, hacking, labor disputes, government actions, or supplier failures, provided timely written notice is given and reasonable efforts are made to resume performance.
19. Governing Law, Venue & Dispute Resolution
This agreement is governed by the laws of the State of New Jersey. Any dispute arising out of or relating to this agreement will be resolved by binding arbitration administered by the American Arbitration Association, conducted in Bergen County, New Jersey, before a neutral arbitrator. Both parties waive their right to a jury trial. Client agrees not to initiate a chargeback before completing this dispute resolution process. Judgment on any arbitration award may be entered in any court with jurisdiction.
20. General
- Entire agreement. This agreement, together with your order confirmation, is the entire agreement between the parties and supersedes all prior agreements and communications on this subject.
- Severability. If any provision is found unenforceable, the remaining provisions stay in full effect.
- No waiver. Failure to enforce any provision is not a waiver of the right to enforce it later.
- Add-ons. These terms apply to any services added to your plan at any time.
By completing checkout, you confirm that you have read, understood, and agree to these Terms & Conditions.