This Usage Policy sets out acceptable-use rules and fair-use controls for the Heidi Platform. It applies to everyone who accesses or uses the Platform, whether under Heidi’s Terms of Service or an agreement between Heidi and an organisation, and it forms part of those terms as a Heidi Policy where incorporated or validly adopted under the applicable agreement. It addresses acceptable use and fair use: descriptions of individual products and features, and any product-specific conditions, are set out in the Product Terms. If this Policy conflicts with your agreement with Heidi, the agreement prevails.
1. The basics
The Platform provides AI tools designed for use in healthcare settings — supporting documentation, research, communication, patient-facing and assistive workflows. It is built to support qualified health professionals, not to replace them. Use the Platform honestly, lawfully, within your professional competence, and in a way that keeps patients, other users and the Platform safe.
2. Professional responsibility and AI outputs
AI functionality within the Platform assists administrative and clinical workflows. Final responsibility for all professional and medical decisions — including diagnosis, advice, treatment, and the quality and accuracy of medical records — rests solely with you as the health professional. You must review and verify the accuracy of all outputs (including notes, summaries, translations and research outputs) before relying on them for clinical decision-making or patient care, and you remain responsible even where the Platform offers functionality designed to assist verification. The Platform and its outputs are not professional medical or healthcare advice, are not a definitive diagnosis or treatment recommendation, and must not be represented as such.
3. Prohibited uses
You must use the Platform consistently with its intended purpose and this Policy. You must not:
3.1. intentionally input fake, misleading or deceptive data or prompts, or attempt to manipulate the Platform into generating a clinical diagnosis, treatment recommendation or other output of a kind the Platform is not intended to provide (including by prompting for diagnostic outcomes);
3.2. use the Platform in violation of any applicable law or professional obligation, or in a manner that infringes the rights of any person, including privacy rights;
3.3. enter or upload information you have no right to provide, or use the Platform to process information about individuals without the authorisations and consents your jurisdiction requires;
3.4. use any bot, script or automated tool to access, scrape, harvest, index or systematically extract content or data from the Platform, except through interfaces Heidi provides for that purpose;
3.5. reverse engineer, decompile or otherwise attempt to discover the source code, models or underlying technology of the Platform, except to the extent applicable law permits notwithstanding this restriction;
3.6. circumvent, disable or interfere with rate limits, usage caps, verification requirements, security features or other technical restrictions;
3.7. use the Platform or its outputs to develop, train or improve any competing product, service or AI model;
3.8. share, sell or transfer access to your account, or misrepresent your identity or professional credentials; or
3.9. use the Platform for emergencies or time-critical clinical situations, or in any manner that could put patient safety at risk.
4. Agents, automated actions and connected systems
Where the Platform can prepare or carry out tasks at your direction — including in accounts and systems you connect, such as an EMR, practice management system, email or calendar — you must:
4.1. scope your instructions appropriately and remain responsible for what you ask the Platform to do;
4.2. 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; you must also review and approve any other action for which approval is requested;
4.3. only connect accounts and systems you are authorised to connect, and comply with the terms of those systems;
4.4. not use automated features to send unsolicited communications, to act on another person’s account without authority, or to evade this Policy; and
4.5. where a feature interacts with patients or other individuals, ensure they are informed that they are interacting with an AI system where the law or your professional obligations require it, and obtain any consents your practice requires.
5. Fair use
Fair-use controls apply from the start of access, including complimentary, trial, promotional and unmetered access. Heidi may apply reasonable rate limits, usage controls or restrictions on affected features where use goes beyond reasonable and expected levels, breaches this Policy, or threatens the Platform’s safety or availability. For complimentary or unmetered access, Heidi may also consider resource demands or costs materially disproportionate to the scope and terms of the applicable plan or offer, taking account of the volume, frequency, duration and computational intensity of use. Costs exceeding the fees paid do not, by themselves, justify a restriction. Controls must be proportionate to the issue, with notice where practicable and review available under the appeals process below. These measures remain subject to the applicable agreement and any stated promotional allowance and restrictions. They do not authorise additional charges, changes to agreed prices or purchased allowances, or a reduction of a stated promotional allowance solely because otherwise permitted use is uneconomic. Heidi may offer a higher tier or plan, but any move requires the customer’s agreement.
6. Monitoring, enforcement and appeals
6.1. Monitoring. To keep the Platform safe and prevent misuse, Heidi uses automated systems that screen queries, inputs and activity for fraud, abuse and unsafe use, supported by human review of flagged activity. The Platform may decline or limit a request that appears to violate this Policy. Information used for these purposes remains subject to the applicable agreement and the Privacy Policy at https://www.heidihealth.com/legal/privacy-policy; this Policy does not expand Heidi’s rights to use that information.
6.2. Enforcement. If Heidi reasonably believes you have violated this Policy, Heidi may, depending on the severity and frequency of the violation: notify you and require correction; limit or restrict features; suspend your access; or terminate your access, in accordance with your agreement with Heidi. Heidi acts proportionately and will give notice where practicable — but may suspend or restrict access immediately, without prior notice, where reasonably necessary to protect patients, users, third parties, Heidi or the Platform, or to comply with law.
6.3. Appeals. If you believe an enforcement action was taken in error, contact compliance@heidihealth.com. We will review your appeal, taking into account the information you provide, and respond with the outcome of our review.
7. Compliance with laws and standards
Heidi develops and operates the Platform to support compliance with applicable healthcare, data protection and privacy regulation in the regions where it is offered. You are responsible for ensuring that your own use complies with all laws, regulations and professional standards that apply to you, including licensing, scope of practice, informed consent, record-keeping and patient confidentiality obligations, and for maintaining accurate and complete records of your use of the Platform where required by law.
8. Reporting
Report any concerns about the Platform’s performance, safety or compliance with this Policy — including any incident that has caused or could cause harm, and any suspected security issue — promptly to support@heidihealth.com. Security researchers should report vulnerabilities to security@heidihealth.com.
9. Changes and contact
Heidi may update this Policy from time to time. Material changes will be notified and take effect in accordance with your agreement with Heidi and applicable law, including any required acceptance. Continued use constitutes acceptance only to the extent permitted by that agreement and law. Questions about this Policy: support@heidihealth.com.
