Service Terms of Use
For End Users of EricaAI and Regulated Healthcare Professional Live Chat
Effective: 21 July 2026

EricaAI can provide an automated first response and our regulated healthcare professionals can provide clinical advice within the scope of the service. An EricaAI response may be shown to you before professional review and is provisional until reviewed. Every EricaAI response is reviewed by an appropriately regulated healthcare professional before the conversation is resolved. The service supports, but does not replace, your own healthcare team and must not be used for emergencies, labour, birth or time-critical concerns. |

1. About these Terms

These Terms of Use ("Terms") govern an individual's access to and use of the EricaAI automated chat and regulated healthcare professional live chat service (together, the "Service"). They apply whether the Service is accessed through an EricaAI website or through the website, application or platform of an organisation that has integrated EricaAI (a "Business Customer").
The Service is provided by Epical Global Ltd ("Epical", "EricaAI", "we", "us" or "our"), company number 12065790, registered office at 82A James Carter Rd, Mildenhall, Suffolk, IP28 7DE.
These Terms relate to your use of the EricaAI Service. A Business Customer may have separate terms governing its own website, application or services. Those separate terms do not govern Epical's clinical advice, EricaAI automated response process or professional review, which remain subject to these Terms and our Clinical Advice and Chat Disclaimer.
When these Terms are made available to you before or when you start a chat, and you choose to start or continue using the Service, you agree to comply with them. If you do not agree, you should not use the Service.
These Terms should be read together with our Clinical Advice and Chat Disclaimer and our Privacy Notice. The Privacy Notice explains how and why we process personal information; your use of the Service is not treated as consent to data processing where another lawful basis applies.

2. Who may use the Service

The Service is intended for individuals aged 16 or over. You must not use the Service if you are under 16.
The Service is intended for your own personal use. You may discuss your baby or child where relevant to your question, but you must only provide information about another person where you are entitled to do so.
Do not use the Service under another person's identity or rely on advice intended for another person. You may discuss your baby or child where this is relevant to your own question and you are entitled to provide that information.

3. What the Service provides

3.1 EricaAI automated responses

EricaAI is an artificial intelligence system. It is not a person, midwife, doctor or other healthcare professional.
EricaAI generates written responses using information retrieved from a secure, private and controlled knowledge base. It is designed to answer only within its defined knowledge scope and does not use the open internet as the source of its answers.
EricaAI does not classify clinical urgency or risk, triage symptoms, prioritise conversations, create clinical scores or flags, route you to a particular service, or make decisions about whether or how you receive healthcare.

3.2 Professional live chat and review

Our healthcare professionals may provide information, clinical advice and appropriate signposting within their professional competence and the scope of the Service. Professionals involved in the Service include NMC-registered midwives and, where appropriate, professionals regulated by the Health and Care Professions Council (HCPC).
Remote chat has important limitations. A professional cannot physically examine you or your baby, take observations, carry out tests, see changes that may only be apparent in person, or necessarily access your complete medical or maternity record.
For these reasons, a healthcare professional may advise you to contact your own midwife, maternity unit, GP, prescriber, NHS 111, emergency services or another appropriate service, or to attend for an in-person assessment.

4. How EricaAI responses are reviewed

You may see EricaAI's automated response before it has been reviewed by a healthcare professional. Until that review has taken place, the response is provisional and must not be treated as the final professional response.
Every EricaAI response is reviewed by an appropriately regulated healthcare professional before the conversation can be marked as resolved. The reviewer can see the full conversation and may confirm, clarify, add to, amend or correct the automated response.
Where an amendment or correction is required, it will be communicated through the same chat. The original automated response, the professional review and any amendment or correction are retained as part of the Service's clinical and audit record.
Our target is for professional review to take place within 24 hours. This is a target, not a guaranteed response time, and the Service must never be used where you require immediate or time-critical advice.

5. The Service supports - but does not replace - your own healthcare team

The Service is designed to supplement the healthcare available to you. It does not take over or replace the role of your existing midwife, maternity unit, GP, prescriber or other healthcare professionals responsible for your ongoing care.
Your own healthcare team may have access to your full records, examination findings, test results, local clinical pathways and other information that is not available through the chat. Where we recommend that you contact or attend your own healthcare service, you should do so promptly.
If advice through the Service appears to differ from your individual care plan or from advice given by a professional who has examined you or has access to your full records, contact your own healthcare team for clarification.

6. Emergencies, urgent concerns, labour and birth

Do not use EricaAI or live chat as an emergency service, urgent maternity triage service, labour service or birth service. Do not wait for an EricaAI response or professional review before seeking urgent help.
·   For a life-threatening or serious emergency in the UK, call 999 or go to the nearest Accident & Emergency department.
·   Contact your midwife or maternity unit immediately if you have an urgent pregnancy or maternity concern, including labour, waters breaking, vaginal bleeding, severe or persistent pain, reduced or changed baby movements, breathing difficulty, a seizure, or feeling seriously unwell. This list is not exhaustive.
·   For urgent help that is not life-threatening, or if you are unsure what to do, contact NHS 111 or your usual healthcare provider.
·   Outside the UK, contact the appropriate local emergency, urgent care or maternity service.

7. Your responsibilities when using the Service

To help us provide the Service safely and effectively, you agree to:
·   provide information that is accurate, honest and relevant to your question;
·   tell us where relevant if your symptoms, circumstances or pregnancy information change during the conversation;
·   not rely on an unreviewed EricaAI response for an emergency, urgent concern or time-critical healthcare decision;
·   follow any recommendation to seek an in-person assessment, urgent review or emergency care;
·   continue to attend appointments and follow your agreed care plan unless your own healthcare team advises otherwise;
·   not start, stop or change prescribed medication solely because of an unreviewed EricaAI response; medication changes should be confirmed with an appropriately qualified prescriber or your healthcare team;
·   use the Service only for its intended personal healthcare-support purpose; and
·   review the professional update to the chat where one is provided, while recognising that you must seek urgent care independently if your condition or concern changes.

8. Acceptable use

You must not:
·   use the Service for unlawful, fraudulent, abusive, threatening, harassing or deliberately misleading purposes;
·   impersonate another person or deliberately provide false information in order to obtain or manipulate clinical advice;
·   attempt to bypass, disable or interfere with safety measures, access controls or Service restrictions;
·   use prompt-injection, extraction or similar techniques to obtain proprietary knowledge-base content, system instructions, model information or confidential data;
·   reverse engineer, scrape, copy or systematically extract the Service, its knowledge base or its technical operation;
·   introduce malware, malicious code or content intended to damage or disrupt the Service;
·   use automated systems to make high-volume requests unless we have expressly authorised that use;
·   use EricaAI responses or proprietary Service material to train, develop or benchmark a competing AI or healthcare service without our written permission; or
·   resell, sublicense or commercially exploit access to the Service unless permitted by a separate written agreement.
We may restrict or suspend access where we reasonably believe this is necessary to protect users, healthcare professionals, the security or integrity of the Service, comply with law, or address a serious breach of these Terms.

9. Information, messages and uploads you provide

You remain responsible for the information you choose to provide through the Service. You retain any rights you have in your own messages, photographs, documents and other material you submit.
You give us a limited right to host, copy, process, review and retain that material only as reasonably necessary to provide and operate the Service, carry out professional review, maintain the clinical and audit record, protect the Service, comply with legal and regulatory requirements, and otherwise process information as described in our Privacy Notice.
You must not upload material that you do not have the right to provide. Where an upload contains another person's information, you should only provide it where this is relevant and you are entitled to do so.
A photograph, document or test result submitted through chat does not replace formal clinical examination, diagnostic testing or interpretation by the healthcare professionals responsible for your care.

10. Anonymised information and service improvement

Identifiable chat conversations are not used to train or fine-tune EricaAI or OpenAI's models.
We may use anonymised or aggregated information to evaluate quality, identify knowledge gaps, understand themes and improve the controlled EricaAI knowledge base and the Service. Business Customers may receive anonymous and aggregated service analytics and maternal-health trend information, but do not receive identifiable EricaAI chat transcripts.

11. Intellectual property

The EricaAI software, controlled knowledge base, design, branding, processes, documentation and other proprietary elements of the Service are owned by Epical Global Ltd or its licensors and are protected by intellectual property law.
You may use and share responses you receive for your own personal purposes, including sharing them with your healthcare team. This does not give you ownership of, or a right to copy, extract or commercially exploit, the underlying EricaAI system, knowledge base or proprietary materials.
Nothing in these Terms transfers ownership of the personal information or original material you provide to us.

12. Privacy and records

Our Privacy Notice explains what personal information we collect, why we use it, our lawful bases, the involvement of Crisp and OpenAI, how long clinical and other records are retained, international processing, security measures and your data-protection rights.
Where the Service is accessed through a Business Customer's website or platform, the Business Customer may separately process information relating to your use of its own website. It does not receive identifiable EricaAI conversations from Epical; only anonymous and aggregated reporting is provided.

13. Availability and changes to the Service

We aim to provide a reliable Service, but we do not promise that it will always be available, uninterrupted or free from technical faults. Maintenance, security events, supplier outages, connectivity failures or other circumstances may affect availability.
We may update or change the Service, its knowledge base, safety controls, professional-review arrangements or technical providers where reasonably necessary to improve safety, comply with law or professional standards, maintain security or improve functionality.
We will not use a Service change to remove rights that you already have under law.

14. Third-party websites and services

The Service may contain links or signposting to third-party websites, NHS services or other organisations. We do not control third-party websites and their own terms and privacy notices will apply when you use them.
Where EricaAI is embedded in a Business Customer's website, Epical is responsible for the EricaAI Service as described in these Terms, while the Business Customer remains responsible for its own website, content and services.

15. Our standard of care and your consumer rights

We will provide the Service with reasonable care and skill. Nothing in these Terms removes or reduces any statutory rights that apply to you as a consumer.

Nothing in these Terms restricts the independent professional duties, accountability or regulatory obligations of any NMC- or HCPC-regulated professional involved in your care through the Service.

Clinical advice is based on the information available at the time and no healthcare service can guarantee a particular clinical outcome. If your symptoms or circumstances change, seek further advice from your own healthcare team or the appropriate urgent or emergency service.
Automated technology can make mistakes, and remote healthcare communication has limitations. We therefore do not guarantee that every automated response will be complete or error-free, but every EricaAI response is subject to the professional-review process described in these Terms.

16. Liability

We are responsible for loss or damage that is a reasonably foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or restricted.
To the extent permitted by law, we are not responsible for loss or harm caused by circumstances outside our reasonable control, or by your deliberate or material failure to provide relevant and accurate information, your use of the Service outside its stated purpose, or your failure to follow a clear recommendation to seek urgent, emergency or in-person care, except to the extent that our own breach or negligence contributed to the loss or harm.
Because the Service is provided for personal use, we are not responsible for business losses, loss of profit, loss of business, business interruption or loss of business opportunity arising from use of the End User Service.

17. Ending or suspending your use

You may stop using the Service at any time.
We may suspend or end access where reasonably necessary because of misuse, security or safety concerns, legal or regulatory requirements, withdrawal of a Business Customer integration, or discontinuation of the Service.
Ending access does not require us to delete clinical, audit, complaint or other records that we are required or permitted to retain. Retention is governed by our Privacy Notice.

18. Changes to these Terms

We may update these Terms when the Service, law, professional standards, technology or our operating model changes. The effective date at the beginning of the Terms identifies the current version.
Where a change materially affects End Users' rights or the nature of the Service, we will take reasonable steps to bring the updated Terms to users' attention before or when they next use the Service.

19. Complaints and concerns

For a concern about the EricaAI Service, clinical advice, professional review or these Terms, contact us at hello@ericaai.co.uk.
A complaint about how we use personal information should be directed to our Data Protection Lead at joanne.parkington@ericaai.co.uk. Our Privacy Notice explains the data-protection complaints process and your right to complain to the Information Commissioner's Office.
Where a concern relates to the conduct of an individual regulated healthcare professional, we will handle it through our clinical governance arrangements and, where appropriate, explain any relevant external regulatory route.

20. Governing law and courts

These Terms are governed by the laws of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you continue to benefit from any mandatory protections available under the law of your home jurisdiction and may bring proceedings in the courts available to you under applicable law.
If you access the Service from outside the United Kingdom, mandatory rights that apply to you under local law are not excluded by these Terms.

21. General

If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue to apply.
A delay by us in enforcing a provision does not mean that we have waived it.
We may transfer our rights and obligations under these Terms as part of a reorganisation, merger, acquisition or transfer of the EricaAI business, provided that this does not reduce your legal rights.
These Terms do not give a third party any right to enforce them, except where the law provides otherwise.

22. Contact

Epical Global Ltd
Company number: 12065790
Registered office: 82A James Carter Rd, Mildenhall, Suffolk, IP28 7DE
General and Service enquiries: hello@ericaai.co.uk
Data Protection Lead: joanne.parkington@ericaai.co.uk

Updated on: 24/07/2026