These Product Terms describe Heidi’s products and features and the conditions specific to each. Your “Agreement” is the agreement under which Heidi provides the relevant services to you, whether entered into online or separately negotiated, together with the applicable orders and data-protection instruments. “Customer” means the individual or legal entity receiving those services under the Agreement, and “Heidi” means the Heidi entity party to that Agreement. These Product Terms form part of the Agreement when validly incorporated under its terms and apply to the products and features you or your authorised users activate or use on the Platform. Conduct rules and fair-use controls are in the applicable Usage Policy; the Privacy Policy explains how we handle information, subject to the Agreement, the applicable Data Processing Agreement and, where applicable, the Business Associate Agreement.
Acceptance and effect. These Product Terms supplement your Agreement and apply to the products and features you or your authorised users activate or use on the Platform. Activation or use constitutes acceptance only to the extent permitted by your Agreement and applicable law; where affirmative acceptance is required, Heidi will obtain it through the applicable acceptance process. If you accept on Customer’s behalf, you must be authorised to bind Customer. Your Agreement, existing orders and applicable data-protection terms continue to apply. Any variation to them must satisfy their applicable amendment requirements; an individual’s use of a feature alone does not execute an amendment on Customer’s behalf.
Our commitment: we may update these Product Terms from time to time, but we will not materially decrease your rights with respect to a product during your then-current subscription term. This commitment does not restrict credit-rate updates permitted under section 1.6.
1. Terms that apply to every product
1.1. Availability. The products and features available to you depend on your subscription or plan, your organisation’s configuration, and your location. Some features are not available in all regions, or are offered in a limited form in some regions; current availability is shown in the Platform. A product’s listing on this page does not grant access to it, purchase it, or change your existing subscription or allowances.
1.2. Review before reliance. Every product uses artificial intelligence, and outputs may at times be inaccurate or incomplete. You must review and verify outputs before relying on them, as the Usage Policy requires. No product provides medical or healthcare advice, and all clinical decisions remain the responsibility of qualified health professionals.
1.3. Regulatory status. Unless we expressly state a regulatory classification for a product in your region, Heidi’s products are administrative support tools and are not supplied as medical devices.
1.4. Third-party content and services. Some products incorporate licensed third-party content or rely on third-party services; your use of that content may be subject to additional restrictions notified in the Platform, and third-party systems you connect remain governed by their own terms.
1.5. Beta features. A product or feature marked “beta”, “preview”, “labs”, “alpha” or “experimental” in the Platform is provided under section 8 (Heidi Labs) in addition to its own section.
1.6. Credit rates. Some actions on the Platform consume credits. Heidi publishes at https://www.heidihealth.com/legal/credit-information (Credit Information Page) a description of which actions consume credits and the factors that affect how many credits an action consumes. These factors may include the action type, the feature or model used, the volume or length of the input and the output, the amount of processing required, and any third-party services involved. Heidi determines the number of credits consumed per action and may change it from time to time, including during a subscription term, and is not required to publish or otherwise disclose the number of credits consumed per action. Changes apply prospectively from the date they take effect and do not alter credits already consumed. Purchasing credits or a subscription does not fix the number of credits consumed per action; any expressly agreed fixed credit rates prevail for their agreed period. Changes under this section do not require a separate amendment, further acceptance or a minimum notice period, except as required by applicable law. A change to credit consumption does not change the subscription fee or the number of credits included or purchased, and is permitted notwithstanding section 10 or any commitment in these Product Terms not to materially decrease Customer's rights. It does not authorise a new purchase, automatic top-up, overage charge, subscription change or use of a balance not already authorised.
2. Heidi Scribe (documentation)
Heidi Scribe transcribes healthcare encounters — clinician–patient conversations or dictation — and generates clinical documentation such as notes, letters and summaries for your review, using templates you choose or create, with context notes and settings you control. Documentation quality depends on input quality (microphone, connection, speech clarity). Audio is used to create your transcript and is not retained as a stored recording unless you enable a feature that saves recordings; retention of sessions, transcripts and notes is configurable, as described in the Privacy Policy. Scribe supports the writing of clinical documentation; it is not a clinical decision-making tool, and you must ensure generated content accurately reflects the encounter before it enters the medical record or is shared.
3. Translation
Translation enables you to conduct an encounter in one language and generate documentation in another. It is intended for health professionals who are fluent in both the input and output languages: you must be able to independently assess the accuracy of translated content, identify errors or misinterpretations, and review translated outputs before relying on them for clinical decision-making or patient care.
4. Heidi Comms (patient communications)
Heidi Comms is an AI-powered assistant that supports administrative patient communications, including inbound and outbound calls placed through telephony providers, with recordings and transcripts stored in the Platform subject to your retention settings. Comms is for administrative purposes only: it must not be used for emergencies, or to provide medical advice, diagnosis or treatment. You are responsible for ensuring patients are informed when they are interacting with an AI system, and for any consents your practice or jurisdiction requires, as set out in the Usage Policy. You remain responsible for appropriate fallback arrangements for interactions the assistant cannot resolve. This section covers AI-assisted administrative communications. It does not authorise the AI assistant to conduct a clinical consultation or make clinical decisions.
5. Heidi Evidence and Ask Heidi (research and knowledge)
Evidence and Ask Heidi provide AI-synthesised access to peer-reviewed clinical literature, clinical practice guidelines and other medical knowledge, drawing on content from evidence source partners and content licensors integrated into the Platform. Underlying third-party source material may change and may contain errors or omissions. Except as expressly provided in your Agreement, Heidi does not warrant the accuracy, completeness or currency of that source material. This does not limit Heidi’s obligations under the Agreement. These features are designed to inform — not drive — clinical decision-making:
5.1. Verify information against original sources before applying it in practice; the absence of a response does not mean no research exists on a topic.
5.2. Out-of-session queries are made independently of an active patient session and must not include protected health information or other patient-identifiable information. Out-of-session outputs must not be treated as patient-specific clinical advice. Where in-session use is available in your region, queries may draw on the context of the active patient session within the permitted functionality; those queries and outputs form part of the session record and are subject to the same retention, deletion and access controls as session data. Available modes and applicable regional restrictions are identified in the Platform or onboarding materials. Information entered into either mode is handled in accordance with your Agreement, applicable data-protection instruments and the Privacy Policy.
5.3. When sharing outputs, ensure no patient-identifiable information is included and that sharing complies with applicable law, your organisation’s policies, and any content-licence restrictions notified in the Platform.
5.4. Licence-gated sources. Where access to a source requires Customer or an individual user to hold a current licence from the content provider, Customer must ensure that each person accessing that source holds the required licence. Heidi will identify such sources and any required licence-verification or usage reporting in the Platform or product documentation. To the extent notified and permitted by the Agreement and applicable law, Heidi may provide the relevant content provider with the user and usage information necessary for licence verification and compliance reporting. Such reporting must not include patient-identifiable information.
6. Heidi agents, tasks and connected systems
Some Heidi products can prepare and carry out tasks at your direction — drafting and sending correspondence, creating and updating records in systems you connect (such as an EMR, practice management system, email or calendar), running multi-step routines you configure, and, where available, operating within a secure environment on your instruction.
Community submissions may be published or shared only under the permission expressly presented and accepted for the particular submission. Creating or privately using a routine does not itself authorise community publication. The following conditions apply whenever you activate or use these features:
6.1. You direct, you approve. You are responsible for the instructions you give. The Platform will request your approval for high-impact actions. You must review and approve any action before it creates or alters a clinical record, a prescription, an order, a claim or a payment, sends external correspondence, shares information with another person, or creates or changes a file. Do not configure automation in a way that removes required human review.
6.2. Access follows your permissions. These features access connected accounts and systems using the permissions you grant, which you can review and revoke at any time. Where a feature operates on your screen or in a controlled environment at your direction, it may capture the information visible during the task, as described in the Privacy Policy; handle on-screen information accordingly. You may connect only accounts and systems you are authorised to access and delegate to Heidi. Activation or use of a feature does not itself grant connected-account permissions or authorise access beyond the permissions separately granted.
6.3. Availability is region- and configuration-gated. The scope of agent functionality differs by region (for example, certain autonomous capabilities are limited or unavailable in some regions) and by your organisation’s configuration; the Platform shows what is available to you.
6.4. Memory and preferences. Where a memory feature is available, it tailors outputs using preferences you set and patterns in your edits; you can view, change or turn it off in settings.
6.5. Usage and authorisation. The applicable plan, order or Platform offer states any introductory period or grant (or both), its start event and reset or expiry rules, the agent usage included afterwards, and any additional purchase available. For a monetary grant, the offer identifies the currency and valuation or charging basis. Fair use applies from the start under the Usage Policy. Usage may be measured internally without a displayed counter; the stated allowance and section 1.6 rate-access requirements still apply. Complimentary agent usage does not consume Customer’s existing allowance or purchased balance. After the introductory period or grant ends, any included agent allowance continues as agreed. Using another included allowance or purchased balance for these features requires Customer’s express authorisation identifying the affected balance and scope. Permission to consume an existing balance does not authorise a new purchase, automatic top-up, overage charge or subscription change. Any such charge or change requires a separately disclosed offer and Customer’s express acceptance. Existing services, prices and inclusions remain unchanged except for changes expressly identified and validly accepted. Credit consumption rates may change in accordance with section 1.6.
6.6. Responsibility. Heidi is not responsible for actions taken in accordance with your instructions, or for the consequences of your failure to review an action, as set out in your Agreement. This allocation does not exclude Heidi’s liability for its own breach of the Agreement or override the Agreement’s warranties, remedies, limitations of liability or non-excludable rights.
6.7. Pausing execution. Where the authorised agent allowance is exhausted or expires and no further agent usage has been authorised, these features will pause new chargeable execution, including scheduled routines and background tasks. A task already started must not cause a charge or draw on another balance beyond the authorisation given. Customer may withdraw permission for future use of another allowance or purchased balance; this does not reverse actions already completed or usage already validly incurred. Re-enabling usage will not automatically execute missed scheduled tasks. Pausing these features does not suspend Customer’s existing services or access to retained outputs under the Agreement.
7. Clinical coding
Where available, clinical coding features (the “Coding Tool”) help qualified clinical coders, billing staff and other individuals Customer authorises (“Coding Users”) identify codes reflecting the documentation for a clinical episode, admission, visit or consultation (an “encounter”). The Coding Tool analyses session context and, where integrated, relevant electronic health record context, and presents candidate codes, supporting classification rules or descriptors, and supporting documentation passages. Outputs are suggestions for review, not determinations, instructions or submitted codes. The Coding Tool is an educational, assistive and administrative revenue-cycle tool; it is not clinical decision support, does not diagnose, and is not supplied or to be used as a medical device.
7.1. Accuracy objective. Heidi designs and operates the Coding Tool to promote coding accuracy, whether the supported code attracts a higher, lower or identical payment. Heidi does not design, tune, train, market or measure it to increase Customer revenue. The Coding Tool does not: (a) favour codes because of higher payment, weighting, DRG, HRG or item fees; (b) flag proximity to payment thresholds or invite documentation to cross them; (c) encourage adding, amending or embellishing documentation to support a different code; (d) apply automated rules departing from applicable classification standards or descriptors; or (e) rank, score or reward Coding Users or customers by reimbursement outcomes. Displayed funding or reimbursement information provides context only for a decision already supported by documentation; it is an estimate, never a target, and can be disabled at Customer’s request.
7.2. Qualified independent review. The Coding Tool must not be used in isolation. Before any output is accepted, recorded, submitted or relied on, a suitably qualified Coding User must independently review it and correct errors, omissions and inaccuracies. The reviewer must confirm support in the encounter documentation, consistency with classification standards and coding conventions, and compliance with Customer’s coding policies and applicable payer, funder and contractual rules. The Coding User remains the coder of record; Customer and the Coding User retain responsibility for the final code set. Customer must ensure Coding Users have the qualifications, credentials and training required locally and cannot accept outputs without review. Automated or bulk acceptance without qualified human review is prohibited. Customer’s coding audit, quality assurance, clinical governance and internal review processes must continue without reduction.
7.3. AI limitations and financial outcomes. Outputs may omit required codes, suggest inappropriate codes, misinterpret clinical language, abbreviations or negation, or reflect outdated classification rules. Confidence indicators are directional and do not reduce mandatory review. Published accuracy, performance and benchmark figures describe specified test conditions, not performance for every encounter, dataset, specialty or Customer environment. Except as expressly committed in the Agreement, Heidi does not warrant that outputs are accurate, complete, current, coding-compliant, audit-proof or fit for submission, or that a code will be accepted, paid, funded or reimbursed, including any coverage, tariff, grouping or weighting outcome. The Coding Tool and these terms do not provide medical, legal, coding, billing, tax or regulatory advice; Customer should obtain its own advice. These qualifications do not limit the Agreement’s warranties, remedies or non-excludable rights.
7.4. Claims and records. Customer is responsible for the accuracy, completeness and lawfulness of its claims, billing, invoicing, activity reports, funding submissions and financial reports. Generating a suggestion does not submit it to a payer, insurer, funder, health service, revenue authority or government body, and does not make Heidi the claimant or reporting party. Customer must maintain required internal controls, sign-off, audit trails and records, including documentation supporting each submitted code. Customer may submit independently reviewed final codes and supporting documentation through its authorised workflows, subject to applicable content licences.
7.5. Prohibited use. Customer must not permit: (a) unsupported coding or upcoding, including adding, supplementing or backdating documentation to support a higher-paying code; (b) configuring, prompting or using the Coding Tool to maximise reimbursement rather than accuracy; (c) using it to inform clinical care, diagnosis or treatment decisions; (d) sublicensing, reselling, assigning or transferring access, commercially supplying its outputs, or operating a service bureau, coding outsourcing or time-sharing service, except as expressly permitted in writing; (e) removing, obscuring or altering copyright, trademark, licence, version or proprietary notices; (f) representing it as certified, guaranteed or compliance-assuring; or (g) use outside the jurisdictions and configurations made available. The Usage Policy also applies. These restrictions do not prohibit the reviewed submissions described above.
7.6. Patient information and audit logs. Heidi processes clinical and patient information on Customer’s behalf as processor, business associate or equivalent under the Agreement and applicable Data Processing Agreement or Business Associate Agreement; the Privacy Policy describes that handling. Access is limited to information reasonably necessary to code the encounter; broader or longitudinal access is used only where the coding purpose requires it and is logged. Inputs, processing, workflow metadata and outputs remain within Customer’s applicable regional environment, consistent with Heidi’s regional residency controls. Heidi logs generated, accepted and overridden outputs and makes relevant logs available to support Customer’s audit and compliance obligations.
7.7. Model training. Heidi’s use of Customer clinical data to train or improve models, including for other customers’ benefit, is governed by the Agreement, applicable data-protection instruments and Customer’s validly documented instructions or permissions. This section grants no additional training right. De-identifying data does not itself override a contractual restriction or any required Customer authorisation.
7.8. Classification licences. Third-party code sets, classifications, groupers, descriptors and related materials remain their owners’ property. Customer receives only the right to use them through the Coding Tool for its authorised coding purposes, subject to the applicable licence conditions, including territorial, redistribution, extraction and derivative-use restrictions. Customer and Coding Users must hold any separate licences expressly required for their access. Required licensor end-user conditions and reporting obligations must be identified in an applicable jurisdiction annex or product notice supplied before access and incorporated in accordance with these Product Terms. They apply only to the relevant content and deployment; listing a classification does not make it available or grant a broader licence. Until Heidi publishes a jurisdiction annex for a jurisdiction, the Clinical Coding Usage Policy published at https://www.heidihealth.com/en-gb/legal/clinical-coding-usage-policy constitutes a product notice for the purposes of this section. For Australia, the applicable jurisdiction annex or product notice identifies the end-user licence conditions and reporting obligations of the Independent Health and Aged Care Pricing Authority (IHACPA) that apply to ICD-10-AM, ACHI, the Australian Coding Standards and related classifications (including AR-DRG and emergency care classifications), and Customer and Coding Users must comply with those conditions and obligations.
7.9. Error reporting and response. Coding Users must reject and report suggestions that push toward unsupported codes. Customer must promptly notify Heidi of systematic favouring of higher-paying codes, material coding error patterns, or regulatory enquiries, audits or investigations concerning codes generated with the Coding Tool, to the extent legally permitted. Heidi maintains a process to receive, triage and resolve reported coding errors and notify affected customers where an error may materially affect codes already generated.
7.10. Changes. Heidi may update models, code sets and rules to improve accuracy or reflect classification changes, subject to the Agreement. Material changes affecting coding behaviour will be communicated to Customer. Changes to this section follow section 10 and the Agreement, including required notice and acceptance; publication alone does not amend an existing agreement or purchase.
8. Heidi Labs (beta and preview features)
Labs features are pre-release: they may be incomplete, may change or be withdrawn at any time subject to the express commitments and restrictions in the applicable offer, may produce errors, and are excluded from support and service level commitments unless we state otherwise. They are provided as-is, and any reduced liability terms expressly applicable to trials and previews under your Agreement apply. We may ask for feedback on Labs features — it helps us decide what ships. Do not rely on a Labs feature for anything critical to your practice.
9. Patient-facing apps
Where a patient holds their own account with Heidi through a patient-facing app, separate patient terms and the patient-facing sections of the Privacy Policy govern that use. Practitioner-facing sharing features (for example, sharing a summary with a patient) remain governed by your Agreement and these Product Terms.
10. Changes to these Product Terms
We update this page as products evolve. Material changes are notified and take effect in accordance with your Agreement, including any required acceptance, and we will not materially decrease your rights with respect to a product during your then-current subscription term. An update to this page does not by itself amend a separately negotiated agreement or an existing purchase. The date at the top of this page shows the current version; prior versions are retained and available on request. Credit-rate updates permitted under section 1.6 are governed by that section and do not require the notice or acceptance otherwise required by this section.
